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Avaya Support Website Help Skip to content. Home Administration Alerts APS Docs FAQ Glossary IT News Process Product Support Notice Solutions Training Video AVAYA GSS MANAGEMENT ESCALATION ACTIVITY PROCESS Doc ID PRCS100006 Version: 20.0 Status: Published Published date: 08 May 2015 Created Date: 28 Oct 2008 Author: Monique Cadena ABSTRACT What is the Avaya GSS Management Escalation Activity (MEA) Process? The GSS Management Escalation Activity (MEA) Process provides a means to engage our management team to help manage your open service request issue with the appropriate technical resources and the proper sense of urgency. If you are experiencing a Total Service Outage, log in and use the red Report Service Outage button on the Dashboard or Service Requests page to engage emergency services. BODY What to expect when an MEA is created on your open Service Request (SR): 1. The MEA will be assigned to your SR owner’s Manager, or their designated backup. 2. The assigned Manager will contact the MEA requestor that was entered as the contact of the MEA. Our objective is to respond in 1 hour or less to address the issue To create the MEA on the web at support.avaya.com 1. From the list of open Service Requests on your Dashboard at https://support.avaya.com, from the Service Requests page or from an Open SR select the button to launch the Add an Update dialog 2. From the Add an Update screen, select Management Engagement Request radio button 3. Use the pull-down menu to select the "Reason" that the Service Request needs a management escalation 4. Complete the Circumstances including the criteria for closing the Escalation and define the Business Impact 5. Click on the Change Contact link if your contact details are not displayed in the Person to be Contacted section. * You are limited to selecting a user that is an active contact on the Sold-to in Siebel. * Contact the Company or Sold To Administrator(s) to have users assigned to the Sold-to. * For Sold-to's with a large number of contacts, use the "Refine your search:" option to filter the contact by Email or Name (since you are searching within a specific sold to, all of the addresses will be the same). Select the spyglass to execute the search. Select the Contact from the list by clicking on it. 6. Click SUBMIT to create the Management Escalation 7. You will be notified of a successful escalation: 8. On your Dashboard / SR list, you will see that the Service Request has moved from Escalate to Escalated 9. At times, there may be instances where additional Management attention is urgently needed on an already escalated SR, but you cannot contact the manager who owns your escalation. In those instances, you may Re-Escalate your Service Request. You may do that by first selecting the Escalated icon shown in instruction 8, above. The following screen will appear, showing the details on your MEA. 10. You may then click the Re-Escalate icon. This will initiate an attempt to contact the manager who owns your MEA, and if not immediately available, to re-assign your MEA to an available manager. That re-escalation will be handled with the urgency that is given to an initial escalation. NOTE: * If you are experiencing a Total Service Outage, log in and use the red Total Service Outage button on the Dashboard or Service Requests page to engage emergency services. * Avaya Associates must have an active Siebel login to use the MEA feature. LEGACY ID KB01049053 Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy * About Avaya * Contacts * Careers * Site Map * Terms of Use * Privacy Statement * © 2022 Avaya Inc. Content Is this relevant for you? YesNo Is this useful to you? YesNo