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Дата изменения: Unknown
Дата индексирования: Mon Apr 11 14:23:58 2016
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Team Escalation Rules
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Research and Instrument Analysis Branch
Team Escalation Rules

Call StatusEscalation Rules
Instrument Teams, ADRIZ, and SMO
New ticket received
  • New
 New call e-mail sent to team.
Ticket new after 6 hours
  • New
 Warning e-mail sent to team.
Ticket new after 8 hours
  • New
  • Exclude tickets assigned to SMO
 Warning e-mail sent to agent on duty, User Support Lead, and RIAB Lead.
Ticket unedited for 16 hours
  • Needs Attention
  • Pending Expert Response
 Inactive call warning sent to assignee.
Ticket unedited for 24 hours
  • Needs Attention
  • Pending Expert Response
  • Exclude tickets assigned to SMO
 Inactive call warning sent to assignee, User Support Lead, and RIAB Lead.
Ticket unedited for 2 weeks
  • New
  • Needs Attention
  • Pending User Response
  • Pending Expert Response
  • Hold
  • Inactive
 Unedited ticket notice sent to assignee.
APT
New ticket received
  • New*
 New call e-mail sent to apt_help@stsci.edu.
Ticket new after 6 hours
  • New*
 Warning e-mail sent to team.
Ticket new after 8 hours
  • New*
 Warning e-mail sent to team and Rob Douglas.
Ticket unedited for 16 hours
  • Needs Attention
  • Pending Expert Response
 Inactive call warning sent to assignee.
Ticket unedited for 24 hours
  • Needs Attention
  • Pending Expert Response
 Inactive call warning e-mail sent to assignee and Rob Douglas.
Ticket unedited for 2 weeks
  • New*
  • Needs Attention
  • Pending User Response
  • Pending Expert Response
  • Hold
  • Inactive
 Inactive call warning sent to assignee.
SSB
New ticket received
  • New*
 New call e-mail sent to ssb@stsci.edu.
Ticket new after 6 hours
  • New*
 Warning e-mail sent to ssb@stsci.edu.
Ticket new after 8 hours
  • New*
 Warning e-mail sent to ssb@stsci.edu.
Ticket unedited for 16 hours
  • Needs Attention
  • Pending Expert Response
 Inactive call warning sent to assignee.
Ticket unedited for 24 hours
  • Needs Attention
  • Pending Expert Response
 Inactive call warning e-mail sent to assignee, Perry Greenfield, and Warren Hack.
Ticket unedited for 2 weeks
  • New*
  • Needs Attention
  • Pending User Response
  • Pending Expert Response
  • Hold
  • Inactive
 Inactive call warning sent to assignee.

*New calls may arrive with 'Request' status.