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escalation-routing

Determine L2/L3 owners and escalation workflows for Chelsea Piers IT issues.

Updated Aug 27, 2026
Search Tags:#incident response#ticket triage#network troubleshooting#it escalations#safety routing#ms 365
One-click install
npx skills add https://github.com/afoxnyc3/chelsea-piers-itops --skill escalation-routing
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: escalation-routing
Source: https://github.com/afoxnyc3/chelsea-piers-itops/tree/main/chelsea-piers-itops/skills/escalation-routing
Command: npx skills add https://github.com/afoxnyc3/chelsea-piers-itops --skill escalation-routing

SYSTEM DOCUMENTATION & REQUIREMENTS

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.

Frequently Asked Questions about escalation-routing

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I determine the correct L2 or L3 owner for IT escalations?▼

IT escalations are routed by mapping the issue category, such as Identity, Network, or Microsoft 365, to the appropriate L2/L3 owner and contact method. The skill outputs the exact escalation path and pre-escalation checklist required.

What pre-escalation steps should L1 complete before escalating a ticket?▼

L1 should complete specific pre-escalation checklists provided by the routing logic before transferring a ticket. This ensures L1 scope is exhausted and necessary diagnostic info is attached for the L2/L3 owner.

How should I handle an active security incident or phishing email escalation?▼

Active security incidents and phishing emails require special handling with parallel escalation paths. The routing logic enforces safety guidance to ensure sensitive cases bypass standard queues for immediate response.

Can I route Azure alerts or Microsoft 365 access issues without external connectors?▼

Yes, you can route Azure alerts and Microsoft 365 access issues without external connectors. The skill uses embedded escalation-matrix logic to determine ownership and output contact methods directly.

When do I need to trigger an escalation workflow for a network troubleshooting ticket?▼

An escalation workflow is needed when a network troubleshooting ticket is outside L1 scope or has SLA risk. The skill identifies the correct L2/L3 owner and provides actionable instructions for these scenarios.

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