CST - escalated support role replacing 1st level only when needed?

Hi,
I'm setting up a CST system with one 1st level CSR and 2 in the escalated role.
Per the CST doc in the KB here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html, you can't have the same person in both levels. But I want to set it up so that the person in level two can uncheck herself from that level and check herself as available in level 1 when the designated CSR is away.
Will this cause problems?

I had to laugh when reading your post. I wasn’t laughing at you, and clearly not laughing with you. However, I do empathize and after my first experience of cashing in on my “Pro” Care investment, question whether the move to Mac was a wise one.
I have decided to continue with Apple products in hope that they are simply going through growing pains; and will recognize they are failing in certain customer service areas and will endeavor to improve. However, my patience is growing thin.
Thanks for the post, it was well done.

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Gordon,
You got it in one.
Used to work a treat for me - I could run an applescript to fire up Outlook Express, send all the mail ready to be sent, which would start up Remote Access, I'd key the password, the mails would be sent and thescript would close OE and close the Remote Access connection. Couldn't use the script to fire up remote access cos it doesn't know when / if the connection has been established successfully.
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Simon Thorpe wrote:
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I created a material determination rule with VB11 (A is replaced by B).
However, my intention was to has A replaced by B only when ATP fails in SO....
Now I have A replaced every time....
I tried to create two lines: A=>A, A=>B as alternative, but A is always replaced by A now...
Did I miss anything?
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Its possible to do this. Please do as below.
Ex: xyz is the main item and abc is the substitution item which needs to be activated only when xyz qty is less)
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Hi Kristen
Does SAP support have some way to analyse the free text (maybe HANA comes into play) or the incident attributes to find stats on
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Search where customer provided system connection details and SAP support person sends call back to request system connections
Analyse the history to see the common themes on the customer support side. Most of what we raise in SCN discussions like these are documented in the Incident.
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Hi Expert,
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Hi,
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l_elephant wrote:
kylepiggy wrote:
If you use the Apple Thunderbolt display you can connect up to 6 displays by daisy chaining them together
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Just I want to know What is 1st level & 2nd level support

At client place on shore in production support project in as What is 1st level & 2nd level support?
and Nature of work
Thanks in advance
Edited by: Arun Varadarajan on Feb 5, 2009 2:34 PM
Edited by: Arun Varadarajan on Feb 5, 2009 2:37 PM

I would still defend myself saying that this has already been answered...
I just did a search on SDN and found a post that would answer your question....
Re: Help desk& rollup
you are looking at L1 and L2 support....
The thread was locked because the question is already answered ( or discussed about ) in another post and you can get your answers faster by just searching....
Also if you do find the answers fetched as not being correct or accurate enough - you would need to mention that you did search the forums before posting. This way questions which have already been answered are not brought up again and it ends up with others doing the searching for you which paints a wrong picture...
Also in some cases L1 teams are merged with the company's existing L1 support desk to avoid confusion but follow similar rules as mentioned in the link and simlarly L2 - when you have multiple systems being supported by a central support team you get such scenarios where L1 and L2 are on-shore.
My 0.02
Arun Varadarajan
P.S I am removing the reference to my name in the title... and BTW the search took me less than 2 minutes ... which is why we want people to use the search functionality more than raising duplicate posts....
Edited by: Arun Varadarajan on Feb 5, 2009 2:35 PM
Edited by: Arun Varadarajan on Feb 5, 2009 2:36 PM

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CST - escalated support role replacing 1st level only when needed?

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