After opening the ticket, do as much investigation as possible. If you are unable to come up with a solution and decide it needs to be escalated, then the following procedure is how this is to be obtained.


Step 1: Scroll down to the resources button. Click the + symbol.



Step 2. Click the small envelope (email) and add the recipient's name. This may be auto-filled, so delete first.


NOTE: Make sure this is addressed to the correct Escalation point (likely michael.jell@ct4.com currently)

Step 3. Explain in as much detail as you can the issue or problem. This will include any investigation you have already done to rectify the issue. Also, what may be needed after escalating.


Step 4. It is a good idea to CC yourself as well before hitting the send button.


Step 5. Once this is complete, notify the relevant person on Teams of the escalation also.