CHECK SUGAR BEFORE ESCALATING!

Recently there has been an increase in escalations for sites that already have an open case. This is causing more work for Tengo Netops and takes away from their time working on valid cases.

Before escalating a ticket to Netops, ALWAYS check sugar to verify they have no open cases related to the issue. If a site already has an open case there is no need to escalate another one. Even if the case has been open for awhile or hasn’t had any updates for several days.

If you are ever unsure if you should escalate a ticket or not, ask a Team Lead first.