escalation-routing

What problem does it solve?

It prevents stalled IT tickets by determining the correct L2/L3 owner, escalation contact method, and the pre-escalation steps L1 should complete first.

Core Features & Use Cases

• Issue-to-owner classification: Maps an issue category (e.g., Identity & Access, Network, Microsoft 365, Security incident) to the appropriate L2/L3 responsibility.
• Actionable escalation instructions: Provides escalation paths with urgency guidance and what information to include.
• Built-in safety guidance for sensitive cases: Enforces special handling for phishing and active security incidents, including parallel escalation requirements.
• Use Case: When a user asks who to contact about Microsoft 365 access problems or when a ticket is outside L1 scope, this skill returns the exact escalation path and what L1 must do before escalating.

Quick Start

Use the escalation-routing skill to get an escalation path for a specific issue category or problem description at Chelsea Piers IT Ops.