Send an issue to the next tier when it cannot be fixed at the level where it was raised, and build a saved queue for your tier.
Issues is the current name of the module formerly called Tags (F-Tags). Boards is the current name of Lean Studio.
Who this is for: Team leaders. Tier members use the same steps to escalate further or de-escalate.
Before you start:
Your admin has set up the tiers and who belongs to each. Different issue types or departments can use different tier setups.
Example: Tier 1 is the line team, Tier 2 is the department or maintenance, Tier 3 is plant leadership.
The issue is open and you have tried to fix it at your level.
Time: 1 minute
Steps
Open the issue. The Tier Escalation panel at the top shows which tier it is at now and its escalation history.
Click the button for the next tier, for example Tier 2 or Tier 3. Add a comment explaining why, so the next tier knows what was already tried.
Confirm.
What you should see: The panel shows the issue at the next tier, the comment appears in the Escalation History, and the members of that tier receive an email.
Note: Issues can also be de-escalated back to a lower tier with the Back to Tier button.
Build a queue for your tier
On the Issues dashboard, filter by escalation status, for example Tier 2.
Save the filter as a view and pin it.
Share the view with the rest of your tier. See Save, pin and share views on dashboards (open the article).
Tip: You can also show escalated issues on a tier board in Boards, so they come up at the huddle. See Read the board.
If it does not work
Problem | Likely cause | Fix |
There is no Tier Escalation panel | Tiers are not set up for this issue type or department, or your role cannot escalate | Ask your admin to set up tiers for the issue type. If you were just added to a tier, sign out and back in. |
The next tier did not get the email | The person is not a member of that tier | Ask your admin to check the tier members. |
The issue went to the wrong tier | Escalated one level too far | De-escalate it with the Back to Tier button. |
Your saved view is not visible to colleagues | The view was saved but not shared | Open the view and Share it. |
Related
Close an issue
Run the daily routine
See the escalations (leadership)
Search the F-Tag dashboard (open the article)