Who is this for ?
Anyone who raises, updates, or resolves escalation tickets :
production controllers
planners
supply chain managers
anyone collaborating on a disruption
What you will learn:
How to escalate a problem
how to update and coordinate a ticket
how a ticket moves through its lifecycle
how to collaborate and update several tickets at once
1. Escalating a problem
There are three ways to create a ticket.
Case | How |
From an event or an item | Select the escalate icon on an event (Service Order, Customer Order, Work Order, Purchase Order, and others) or on an item (an Equipment or a Part). |
From the 360 view | Open the 360 view of the Part or the Order, and escalate from there. |
From the Escalation Room | Create a new ticket directly in the Escalation Room. |
Escalating a Part and escalating an Order have different effects.
Escalate a Part: the ticket is added to every order that contains this part. Use this when the issue affects the part itself and could touch several orders.
Escalate an Order (Service, Customer, Work, or Purchase Order): the ticket is linked to that one order only.
⚠️ Whichever way you create a ticket, add every related object and all the information you have. A ticket with no linked objects is not visible to the people who need to see it. See Coordinating events below.
2. Updating a problem
A new ticket starts at Tier 1, the lowest priority, by default.
To update it:
Open the ticket's General tab and select Edit.
Select the correct Tier.
Fill in Line stop date, New delivery date and New delivery quantity if they apply.
Assign a Team, then choose the Assignee from the list. They receive a notification that the ticket was assigned to them.
Choose the Problem category. Categories are specific to your organisation and its recurring topics.
Add the Primary Cause if you already know it. Usually the assignee fills this in once the issue is resolved.
Use the Description and Customer Impact fields to explain the issue in your own words.
Select Save changes.
3. Coordinating events
When you escalate an order or a part, that object is automatically linked to the new ticket as the Escalated Object. Use this section to add every other object connected to the issue: one part affecting several orders, a single order, or several orders and parts together.
💡Link every relevant order and part here. This is what makes the issue visible to everyone involved, so your collaborators stay informed and aligned without you repeating yourself.
4. The life of a ticket
As a ticket moves forward, keep it up to date.
Re-check the tier as the situation changes. An issue that was not blocking at first can become blocking. Raise it to Tier 3 or 4 when that happens.
Update the Team and Assignee whenever the ticket needs to involve other people.
Tag people in comments with
@whenever you bring them in. This sends them a push notification.The assignee updates the status. A ticket always has one of five statuses.
Status | Meaning |
To do | Nobody is working on this yet. The default status for every new ticket, and also used for a backlog item you plan to review later. |
In progress | The assignee is actively working the ticket. |
In final review | The root cause is found and the issue is unblocked. Reassign the ticket to the reporter so they can review the fix before it closes. |
Closed | The issue is resolved and the reporter has reviewed it. |
Cancelled | Used when a ticket was created by mistake, duplicates another, or the issue resolved itself. |
5. Collaboration
Add a comment either from the Last Comment column in the Escalation Room table view, or from the comments section inside the ticket itself.
Tag a colleague by typing @ and selecting their name.
Editing a comment. Double-click the comment you want to change, edit the text, then save. This works from the ticket detail view and from the Escalation Room table view.
⚠️ An edited comment leaves no trace in the ticket history. If you need to correct something important, add a new comment instead of editing the old one, otherwise nobody can tell the information changed. Editing is best kept for typos.
6. Updating several tickets at once
You do not have to update tickets one by one. Select several, for example, during a daily standup, several tickets you can close together, or every ticket belonging to a colleague going on leave, then use the action bar at the bottom of the screen to apply the same change to all of them.
Glossary
Term | Definition |
Escalated Object | The order or part automatically linked to a ticket when you escalate it. |
Line stop date | A date field on a ticket used to track when a production line stops or restarts because of the issue. |
Primary Cause | The root cause of the issue, usually filled in by the assignee once the issue is resolved. |
Problem category | A client-specific classification for tickets, matching your industry and recurring topics. |
SO / CO / WO / PO | Service Order, Customer Order, Work Order, Purchase Order — the four order types you can escalate directly. |
Tier | A ticket's priority level. See Ticket tiers in Introduction to Escalation Room. |