Templates – Escalation

***Start GRSD6108 Case Escalation Template June 05 ***

*** 1.0 Problem Statement ***

1.1 Provide a single line object/defect summary of the current problem.
|> WHAT is WRONG with WHAT ? Give specific details further down <| 1.2 Provide more detailed problem description. |> Give detailed problem description <| 1.3 Reason for Escalation |> If Multiple Visit, provide previous caseid/date logged/problem statement/actions. Include part numbers where HW has been replaced <| *** 2.0 Available Data *** 2.1 List data that has been collected so far? |> explorer, product specific outputs <| 2.2 Where is the collected data? |> enter data extract here or supply complete and exact path to the location <| 2.3 What troubleshooting steps have been taken so far? |> List troubleshooting steps taken, stating what conclusion was reached <| *** 3.0 Requested Escalation Engineers Action *** 3.1 What is the next action for the Escalation engineer? |> What’s the first thing you expect the escalation engineer to do when he takes the case over <| 3.2 Have you been working with an Escalation engineer on this problem before? If so who? |> Name <| 3.3 What is the customers expectation? |> Customers expectation <| *** 4.0 Contact Information *** 4.1 State your contact information incase the Escalation engineer needs to contact you (Please state name, email and phone number including country/area code) 4.1.a Name: |> Name <| 4.1.b Email: |> E-mail <| 4.1.c Phone: |> Phone <| 4.2 State the native language that your contact speaks |> Language <| 4.3 State any additional languages in which the customer would be happy to continue the call |> List languages <| *** 5.0 Escalation Sign off *** 5.1 Name of Escalation Engineer (LDM) who has approved this escalation |> Name <| *** End GRSD Case Escalation Template June 05 ***

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