Managing escalations within workflows provides an interactive and transparent process, where both the source and destination boards work in tandem to ensure efficient task resolution. This system promotes collaboration, accountability, and visibility throughout the escalation process. Here’s a detailed breakdown of how the escalation process works and how Digital Kanban Tools manages task resolution:
5.5.2.1 Task Management on Destination Board
When a task is escalated from the source board, it is automatically transferred to the destination board. This signals that the task requires immediate attention from the destination team. At this point, members of the destination board are notified of the new task awaiting their action.
5.5.2.2 Acceptance or Rejection of an Escalation
The members of the destination board are prompted to either accept or reject the escalation:
- Acceptance : When a team member accepts the task, it is officially added to the board for resolution
- Rejection: If the destination team feels that the escalation is inappropriate or that they aren’t the right team to handle it, they can reject the task. This keeps the process flexible, ensuring that tasks are not escalated unnecessarily or to the wrong team.
Figure 5.16: Task Escalation Request (Source: Vabro)
Figure 5-16 above shows a task escalation request (E-Unable to Login with Severity 1) awaiting approval. Tasks are organized in columns: Ticket Received, Assigned, In Progress, and Done.
Figure 5.17: Escalation Request (Source: Vabro)
Figure 5-17 above shows an escalation request (Unable to Login) with Severity 3 (SLA: 12 hrs). Details include source task, board, workflow, escalator, and approval options: Accept or Reject.
5.5.2.3 Automated Labels and Tags to Enhance Transparency
Once the escalation is accepted or rejected, automated labels and tags are applied to the task on both the source and destination boards. These labels serve as indicators of the task's current status, providing real-time visibility into its progress.
For example, tags such as "Escalated," "Accepted by Destination," or "Resolved" may be used.
This ensures both teams have a transparent overview of the task's progress at any given moment, even if they are working on different boards.
Figure 5.18: Task Statuses (Source: Vabro)
Figure 5-18 above displays task statuses: Ticket Received, Assigned, Escalated, In Progress, and Done. Tasks can be escalated by moving them to the Escalated column for priority handling.
5.5.2.4 Task Completion with Notification Back to the Source Board
Once the escalated task is completed on the destination board, a notification is sent back to the source board. This allows the user who escalated the task to close it on the source board, ensuring that the task is fully tracked and completed. This two-way communication guarantees that the entire team remains aligned on the task's lifecycle, from escalation to resolution.
Figure 5.19: Tasks by Status (Source: Vabro)
Figure 5-19 above shows tasks by status: Ticket Received, Assigned, In Progress, Escalated, and Done. Escalated tasks display as Escalation Complete when resolved.
5.5.2.5 Two-Way Communication Throughout the Escalation Process
Digital Kanban Tools facilitate two-way communication throughout the escalation process, allowing for clarification or feedback. This is essential when additional information or input is needed to move the task forward.
For example, the destination team might request more details about the issue, or the source team may provide additional context about the task. This continuous communication enables both teams to collaborate effectively, ensuring the task is thoroughly understood before resolution.
Figure 5.20: View Escalation Request Details (Source: Vabro)
Figure 5-20 above displays View Escalation Request Details, including task source, status, assignee, board, workflow, workspace, severity level, SLA, comments, and escalation date, with options to send messages or close the request.