Concept · entity · registered
Escalation
Sharing awareness of a support ticket, or transferring its ownership: to a deeper support tier, to another team, or to a manager. It happens at a time. It is not an event in this graph. An event here is an occurrence or a gathering at a time and place. An escalation is not a change of priority and not a change request. Moving from level 1 to level 2 is an escalation, and so is moving to level 3. The tiers are support tiers, not priorities.
Definition
What Escalation means
Used in data
In OVDB databases
Databases, recordsets and fields whose meaning is this concept, a kind of it, or whose values are instances of it. Rows open the OVDB Directory.
No OVDB database carries this concept yet.
Properties
What we can say about Escalation
These properties describe meanings and reference targets. Storage types, required fields, and cardinality belong to the consuming data model.
| Property | Meaning | Values and units |
|---|---|---|
| Escalation from tier | The support tier that hands the ticket on, when the escalation is from one tier to another. | Values reference Support tier |
| Escalation support ticket | The support ticket being handed on. | Values reference Support ticket |
| Escalation to tier | The support tier that receives the ticket. A notice to a manager may name a person instead of a tier; that person is not a support tier. | Values reference Support tier |