The demonstration routing rule sends widespread incidents without workarounds to the duty manager. Confirm actual incident policy before acting.
Case routing / Duty manager
Escalation Switchboard
Route open incidents by impact and presence of a safe workaround.
01 / Inputs
Working sheet
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| Case | Impact | Workaround | Owner assigned | Row |
|---|
02 / Review
Decision sheet
| Case | Impact | Workaround | Route |
|---|---|---|---|
| S-1 | widespread | no | Duty escalation |
| S-2 | team | yes | Assign owner |
| S-3 | single | yes | Track workaround |
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