Question PKC Macro

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7 comments

  • Miko Marollano

    in case the question pkc ticket is not responded within 4hrs, can L1s escalate the ticket to L2 as guided by: https://confluence.devfactory.com/display/SupportTracker/Rules+for+L1+escalation+to+L2 ?

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  • Dmitry Pashnin

    Great article. So escalation process looks now as follows: Ticket L1 - > PKS - > 4hrs - > L2?

    Please clarify. Thank you

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  • Ben Nelson

    @Dmitry, no that is not correct. This macro should only be used by L2 agents.

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  • Marcos Vinicius Mello dos Santos

    For a lot of products, Licensing is under L1 scope, when anything is not clear with that, can we use the Question PKC macro?

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  • Daniela Vassileva

    Ben Nelson

    We should clarify when L1s can use this e.g. L1 products and all products for tickets in L1 scope. Can the PKCs make a list and add it?

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  • Daniele De Felice

    Something seems wrong in the last part, "What to expect from the PKC".

    As it is written, it seems that the PKC should reply only if they already know the answer, and if they do not, they should "approach the product SME's (Subject Matter Experts) within the L2 team for a resolution".

    No investigation should be performed by the PKC? And we should rely on the knowledge of other L2s?

    CC Ben Nelson and @Juan Pablo Romero

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  • Ben Nelson

    Daniele De Felice the point of that line was that it didn't lose what we had before implementing QPKC, which was that L2's would check in the product-specific chat channels if they were stuck. So maybe it should only be used if the PKC is unavailable, not if they don't know the answer.

     

    Daniela Vassileva I think L1 QPKC usage should be restricted to L1-only products. For other products the tickets should just go to L2 per the standard process. If those tickets should've been solved at L1, then we also follow the standard process for that (flag for escalation review) and not involve the PKCs if they are not needed. Does that sound right?

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