Specialist Notes:


NOAA, OMAO, and Seafood Inspection – All tickets, including data feed issues, will go to Natahnya Campbell (natahnya.campbell@noaa.gov)  ONLY! Once the ticket has been escalated, please provide the following SR and CLOSE the ticket.

When sending the following SR to the user, please be sure to include a small summary of what their issue, inquiry, or summary may have been.


For Example:


“Hello Jane,


Thank you for contacting End-User Support!


We have sent your [transcript merge request]  to the DOC NOAA CLC Administrators for further review and action. Kindly expect further communication from the administrators regarding this matter in your DOC

email inbox.


Please do not hesitate to contact us should you need assistance with any other issue, inquiry, or request. We’ll be more than happy to help!”



In the future, the administrators may request that they be added back to the ticket response sent to users. Adding the small summary will ensure that, should users contact the administrators directly with any questions, they recall what their issue/inquiry/request may have been, and can relay that information to the administrators. This will ensure they are helped in a timely manner and avoid any unnecessary back and forth between the user(s), the administrators, and the End-User Support Team.

IMPORTANT!

Please note, this does not apply to NWS. Please see the Follow-up after Escalation to Admins | NWS Only SR or the FreshDesk Admin Escalation Email List spreadsheet for further information on escalating NWS tickets.


NOTES FOR TICKET PROCESSORS!


Should a user reach back out to us with regard to their ticket not being addressed, the administrators have given us permission to create/open a new ticket and resend the escalation to natahnya.campbell@noaa.gov. In the new ticket/reminder, please format the ticket as below.


Hello DOC NOAA CLC Administrators,


[ USER'S NAME AND ( DOC EMAIL ADDRESS ) ] has reached back out to us regarding their [ISSUE/INQUIRY/REQUEST] from their original ticket, [ TICKET NUMBER]. For ease, we have copied and pasted the original escalation below, as well as attached previously shared screenshots.


===========================


[ ORIGINAL TICKET ESCALATION GOES HERE ]


===========================


Please let us know if there is any additional information you may need!


Thank you for your assistance,

[AGENT'S NAME]

End-User Support Team


You can see an example of what the new/reminder ticket should look like below.  


Hello DOC NOAA CLC Administrators,


Jane Smith ( JANE.SMITH@NOAA.GOV ) has reached back out to us regarding their issue from their original ticket, 12345. For ease, we have copied and pasted the original escalation below.


===========================


Hello DOC NOAA CLC Administrators,


Can you assist us with the following issue, please?


Requestor Name: Jane Smith

Requestor Email Address: JANE.SMITH@NOAA.GOV


Issue: User Account | Inactive Account


Summary: Jane contacted End-User Support requesting assistance with accessing the CLC. When they attempt to log in, they are presented with an error message. We were able to locate their account, but see that it is currently inactive.


Additional Information: 

1. Employment Type: Employee

2. Date of Hire: 01/02/2013

3. Supervisor's Name: John Smith

4. Supervisor's Email: JOHN.SMITH@NOAA.GOV

5. Any information you recently had changed (name, email address, etc.): No information change, but was on leave for a couple of months.


Please advise - thank you in advance, and have a pleasant day!


Best,

Ola

eSkillz End-User Support Team


===========================


Please let us know if there is any additional information you may need!


Thank you for your assistance,

Iniki

End-User Support Team


Of course, please tweak where needed. If the original escalation did not include any attachments, the mention of such in the reminder can be omitted. If the escalation is being sent to the OMAO or Seafood Inspection administrators, then please adjust the greeting accordingly, and where needed. 

See below additional Ticket Escalation Examples:

1. Original Ticket Escalation Example: #61907

2. Reminder Ticket Escalation Example: #62251


Standard Response:


Thank you for contacting DOC NOAA CLC End-User Support!


We have sent your [SMALL SUMMARY OF USER’S ISSUE/INQUIRY/REQUEST] to the DOC NOAA CLC Administrators for further review and action. Kindly expect further communication from the administrators regarding this matter in your DOC email inbox.


Please do not hesitate to contact us should you need assistance with any other issue, inquiry, or request. We’ll be more than happy to help!


Thank you,