Handover Guide — Escalation Officer

Independent highest-tier reviewer: monitor the whole desk, take Level-3 escalations, guard fairness across departments.

• All tickets across every department (full visibility by design)
• The Escalation console as your primary worklist (filter mentally by L3)
• Public Redressal Index for per-department performance context

What you cannot do

• IT verification queue (Supervisor/Master only)
• Admin configuration (Master only)
• File company tickets (no company account)

1. File tickets for companies on phone/WhatsApp/walk-in requests: Quick actions → "File ticket for a company" (/intake/file) — pick the company, the channel it arrived on, and the details. Any staff member can also move misrouted tickets between departments from the ticket page.
2. You may escalate at any level (L1–L3) when intervention is needed — including routing straight to your own L3 desk.
3. Open the Escalation console daily; prioritise L3 rows (level badge on each row).
4. Review the full timeline + evidence before acting — your actions carry the highest authority.
5. Work the ticket like staff: notes, resolution offer, or reopen wrongly-closed tickets via the ticket page.
6. On any ticket escalated to Level 3, generate a formal Decision memo (parties, chronology, findings, decision, direction) you can paste into orders — advisory, you sign it.
7. Daily digest (08:00) and the Sunday executive brief arrive in Notifications — skim for anomalies worth L3 attention.

• You can act on tickets at L3 (and any where you are named handler/POC) — visibility is broader than action, on purpose.
• Ministry self-complaints (IT Ministry dept) stop at L2 by policy — they never reach you.

I see a ticket but the buttons are missing.

You have full visibility; action buttons appear where you have authority (L3, or tickets assigned to you).

Weekly brief notification.

Nigraan AI writes an advisory narrative every Sunday 09:00 from real statistics — numbers first, always verify before acting.