Who is this for?
Anyone who needs to get someone else involved in a problem they have found in Pelico.
What you will learn:
the two ways to bring a colleague into a subject, comments and escalation tickets, and where your own notifications arrive.
⚠️ This article is a stub. Escalation tickets and tiers are well documented in Production Control and summarised here. Comments, mentions and the inbox are only known in outline. Nothing has been invented.
1. Two ways to involve someone
Tool | Use it when |
Comment | You want to record something on an object, or ask a colleague a question about it. |
Escalation ticket | You want a problem tracked, assigned and given a priority. |
Both are available from every page where a problem appears. The object you are looking at is the object you comment on or escalate, so nothing needs retyping and no context is lost.
2. Escalation tickets
Where you see a problem, you can create an escalation ticket to pass it on and work on it with colleagues. If a ticket already exists on that object, Pelico shows its tier instead of the Escalate button. If several tickets exist, you see the highest tier.
About tiers
There are four tiers, Tier 1 to Tier 4. Tier 1 is the lowest, Tier 4 the highest.
You set the tier by hand. There is no timer and no automatic escalation — moving a ticket up a tier means somebody edits it.
The tier appears in notification emails, in the subject line and the body.
The tier does not decide who receives the ticket. Notifications go to the people following it and to whoever it is assigned to, whatever the tier.
💡Tiers are a shared way of talking about priority, not a workflow tool. If your organization wants Tier 4 to mean "management is involved", that rule lives in your process, not in Pelico.
3. Where your notifications arrive
Your Inbox, on the homepage, gathers notifications, comments where you were mentioned, and ticket activity. Unread and archived items are separated, and a Mark all as read button clears the notifications panel.