Who is this for ?
Anyone tracking disruptions and blockers across Pelico applications:
production controllers
planners
supply chain managers
team leads running daily standups or weekly reviews.
What you will learn:
what the Escalation Room is for
how to read the list and board views
how tickets are prioritized
how tabs and notifications keep you informed
1. What the Escalation Room is for
The Escalation Room collects every escalation ticket raised anywhere in Pelico. It is where you flag a production disruption or a blocker, prioritize it, and work on it with the right team.
Every ticket carries a tier, a priority level based on how severe the issue is. Tickets are assigned to a team and a person, so the right people can act on them together.
The Escalation Room also works as a knowledge base. Past tickets stay searchable, so you can spot recurring problems and see what fixed them last time.
💡 The Escalation Room is a good fit for daily standups or weekly issue reviews. Filter to your team's open tickets and go through them one by one.
2. Two ways to view your tickets
The Escalation Room offers two views of the same tickets.
View | What it shows |
List view | Every ticket in a table: ticket ID, tier, status, supplier, team, assignee, and key dates. Best for scanning many tickets at once. |
Board view | Tickets grouped into columns. Choose what the columns represent — Problem Category, Tier, Team, or Assignee — from a dropdown. Best for seeing how tickets are distributed across a category. |
3. Filters and routines
Filters narrow the tickets you see, the same way they do in every Pelico application. Save a filter and column set-up as a routine, then load it again next time instead of rebuilding it. Share a routine with colleagues by copying its link.
Example. Every morning, you want to review your team's open issues. Filter on your team, and on status To do, In progress and In final review. Save it as a routine and share it, so your whole team reviews the same list.
Tickets are visible from anywhere in Pelico, not only from the Escalation Room. You can filter by ticket in Production Control, Supply, or any other application, to see every ticket tied to a specific part, supplier, or other criteria.
⚠️ A closed or cancelled ticket disappears from the object it was linked to, the part or the order, but it stays visible in the Escalation Room. Use the Escalation Room, not the object's 360 view, to find the full ticket history.
4. Ticket tiers
Every ticket carries a tier: a priority level based on how severe the issue is. Tiers are customized per client to match your own management and production process, so the exact meaning of each tier can vary between Pelico customers.
State on an order or part | Meaning |
No badge | No active ticket (to do, in progress, or in final review) is linked to this order or part. |
🔵 Tier 1 | An active, low-priority escalation ticket exists. |
🟡 Tier 2 | An active, medium-priority escalation ticket exists. |
🔴 Tier 3 | An active, high-priority escalation ticket exists. |
⚫️ Tier 4 | An active, critical-priority escalation ticket exists. |
⚠️ Don't confuse tier colours with coverage colours. Tier 2 shows yellow and Tier 3 shows red, but this is a different scale from the green, yellow and red coverage statuses used in Production Control and Supply. The same colour means two different things depending on which page you are looking at.
5. Tabs
Tab | Shows |
All Tickets | Every ticket you have access to. |
My Subscription | Tickets you subscribed to. Subscribe with the 🔔 bell icon on a ticket to get updates and notifications about it. |
My Favorites | Tickets you starred with the ⭐ icon, for quick access to the ones you consider most critical. |
Assigned to Me | Tickets assigned to you, so you can track your own workload. |
Reported by Me | Tickets you created, so you can follow up on issues you raised. |
6. Inbox notifications
You get a notification on your homepage when a ticket is assigned to you, or when someone tags you in a comment.
To also receive these by email, open your profile settings and select the email notification types you want.
Assumptions & limitations
Tier definitions (what counts as low, medium, high or critical) are configured per client. What Tier 3 means for your organisation may not match another Pelico customer.
A closed or cancelled ticket is removed from the part or order it was linked to, but remains searchable in the Escalation Room itself.
Glossary
Term | Definition |
Escalation Room (ER) | The Pelico view collecting all escalation tickets, across every application. |
Tier | A ticket's priority level, from Tier 1 (lowest) to Tier 4 (highest). Customized per client. Not the same colour scale as coverage statuses. |
Routine | A saved filter and column set-up you can reload or share. |
Board view | The Escalation Room view showing tickets as columns, grouped by a category you choose. |
List view | The Escalation Room view showing tickets as rows in a table. |