Select an Escalation from the FIFO Q

This section refers to escalations of the type ‘CPE DU/DL/DC’, ‘CPE Escalations’ and ‘CPE Help’. New escalations will show up in the JIRA report ‘Sustaining Escalations Waiting to be Assigned’ : https://jira.ngage.netapp.com/secure/Dashboard.jspa?selectPageId=18505

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When selecting an escalation from the queue, do the following:

  1. Pull the oldest ‘DU/DL/DC’ ticket.
  2. If no ‘DU/DL/DC’ tickets, pull the oldest ‘CPE Escalation’ ticket.