Escalation handling

Step by step

1. Raise issue Delivery Lead

   Delivery Lead or a team member records a title, project, severity and reporter context. The new escalation is Open.

   • Establish the affected project and severity
   • Updates Escalations, Projects

2. Triage escalation Delivery Lead

   Delivery Lead reviews severity and current status. The triage workflow moves an eligible Open issue to Triaged and records an operation receipt.

   • Move eligible Open issue to Triaged and record result
   • Updates Escalations, Operation receipts

3. Investigate Delivery Lead

   The issue owner works the item, using in progress to make the current state visible to the project team.

   • Track owner work and related delivery activity
   • Updates Escalations, Tasks

4. Report a fix Delivery Lead

   Owner marks the issue Fixed after the corrective work is ready for review.

   • Record the claimed correction
   • Updates Escalations

5. Verify Evidence Reviewer

   Evidence Reviewer checks the result before the issue advances to Verified and then Closed. The Project Manager reviews whether the issue changed any project risk.

   • Check fix and reassess exposure
   • Updates Escalations, Risk register

Delivery Lead

Owns triage; Team Member contributes investigation; Evidence Reviewer checks the fix; Risk Owner and Project Manager review project exposure.