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Appendix L                          Sample Escalation Chart                               Minnesota Department of Health -...
Appendix L                 Minnesota WIC Issue Escalation Process Flow
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Appendix L                      Minnesota WIC Issue Escalation Process Flow              Minnesota Department of Health - ...
Appendix L Minnesota WIC Issue Escalation Process Flow                                   Minnesota Department of Health - ...
Appendix L                 Minnesota WIC Issue Escalation Process Flow          Minnesota Department of Health - WIC


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WIC RFP Appendix L: Sample Escalation Chart - MN WIC Issues ...

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WIC RFP Appendix L: Sample Escalation Chart - MN WIC Issues ...

  1. 1. Appendix L Sample Escalation Chart Minnesota Department of Health - WIC Minnesota WIC Issue Escalation Process Flow Customer Help Desk opens new call Contacts ticket and troubleshoots issue Help Desk with caller to determine nature of problem. (HW/SW) YES Analyst continues Is this a the software issue software issue? troubleshooting process NO Help Desk documents call MN Hardware YES reviews Is this a and escalates to hardware equipment Call Hardware for issue? request and Closed equipment replacement. replaces as appropriate. NO YES Help Desk refers Analyst documents Is this a user to appropriate call in the call Call policy or section of available tracking system. Closed training documentation. issue? NO Help Desk records Analyst documents Is this an YES request in call call in the call Call Enhancement tracking system tracking system. Closed Request? and refers user to appropriate form and State Office Sample Escalation Chart Page L-1
  2. 2. Appendix L Minnesota WIC Issue Escalation Process Flow Minnesota Department of Health - WIC Analyst continues the software issue troubleshooting process YES Is this a Call is immediately escalated critical to Level 3: issue? Help Desk Liaison NO Analyst provides Analyst documents YES the user with a call in the call Is this a Call solution, tracking system. Closed known workaround, or issue? issue number. NO Call is escalated to Level 2: Help Desk Senior/Lead HD Senior/Lead reviews issue Help Desk Senior/Lead documentation and continues the troubleshooting conducts advanced process troubleshooting. Sample Escalation Chart Page L-2
  3. 3. Appendix L Minnesota WIC Issue Escalation Process Flow Minnesota Department of Health - WIC Help Desk Senior/Lead continues the troubleshooting process YES HD Senior/Lead HD Senior/Lead Can HD provides the user documents call in Senior/Lead Call with a solution, the call tracking Closed provide solution? workaround, or system. issue number. NO Call is escalated to Level 3: Help Desk Liaison HD Liaison reviews YES Liaison Liaison issue Can HD provides the documents documentation. Liaison user with a call in the call provide solution, solution? tracking workaround, system. or issue number. NO Call Help Desk Liaison continues the troubleshooting Closed process Sample Escalation Chart Page L-3
  4. 4. Appendix L Minnesota WIC Issue Escalation Process Flow Minnesota Department of Health - WIC Help Desk Liaison continues the troubleshooting process Liaison works Liaison documents YES with Developer call in the call Is this a Call critical issue? and/or QA until tracking system. Closed issue is resolved. NO Liaison determines Liaison organizes YES extent of data cleanup with Is data corruption corruption and Help Desk. involved? notifies appropriate people. NO Liaison enters QA provides Liaison Liaison YES the issue into workaround provides the documents Can the issue be recreated? Issue Log. for issue if user with a call in the available. solution, call tracking workaround, system. or issue NO number. Call Closed Sample Escalation Chart Page L-4
  5. 5. Appendix L Minnesota WIC Issue Escalation Process Flow Minnesota Department of Health - WIC Help Desk Liaison continues the troubleshooting process Can the issue be recreated? NO YES Liaison QA provides Liaison Liaison Have 3 or enters the workaround provides the documents more sites issue into for issue if user with a call in the reported the solution, issue? Issue Log. available. call tracking workaround, system. or issue NO number. Liaison continues Liaison provides working on issue. updates to site and Call State as required. Closed Presents issue to Development and the Account Manager. Sample Escalation Chart Page L-5

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