[c-nsp] Requeue or escalate TAC cases by email

[John Neiberger]

I'm not having a problem with the engineer, in this case. The SR got
stuck in a weird state because of a contract issue that has since been
cleared up, but now I don't think anyone is looking at it and I want
to requeue it to get someone on it. It's fairly low priority, though.

On Thu, Jul 19, 2012 at 12:54 PM, Jared Mauch <jared at puck.nether.net> wrote:
> I've always just phoned it in if it requires immediate attention.
>
> Also, in these cases ALWAYS fill out the survey if the engineer was less than ideal,
> while the rating goes to the final case owner, give the rating based on the lowest
> part and put in the notes WHY.  The manager will take this into account, and likely
> contact you privately about it.  Internally they have (or had) "all ones" and
> "high fives" which go immediately to the manager as well.
>
> - Jared
>
> On Jul 19, 2012, at 2:49 PM, John Neiberger wrote:
>
>> I've done this in the past but I can't remember how to do it. I know
>> there used to be a way to requeue or escalate a case by sending an
>> email that would trigger an automated response. It was something like
>> entering "REQUEUE SRxxxxxxx" in the subject line, or something like
>> that. Do any of you remember how to do that? Sometimes it is so much
>> easier to do it that way than having to call in to do it.
>>
>> John
>> _______________________________________________
>> cisco-nsp mailing list  cisco-nsp at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-nsp
>> archive at http://puck.nether.net/pipermail/cisco-nsp/
>