I am allowing our AE team to call you for case escalation. This is in view that sometimes they
are not convenient to
send email or do not have access at the moment. The workflow as follows.
a) When you receive a call from the AE, please ensure you get all the required information to
carry out the job
b) Proceed with case investigation and identify the scope
c) Send an email to the AE and cc myself to confirm that you have received their call to action.
(underlined is what needs to be changed)
This is to confirm your call at 1:30pm on 3rd October 2011, to investigate into
ABC Travel’s issue where the user (name) is unable to connect to Galileo
Please be reminded to send in official incident ticket when you can.
The template is just an example, but the important things are the time, date, agency, user and
issue. You should also
remind the AE to send in official incident ticket after they settled down.
Please let me know if you have any concerns/thoughts.