Re: Escalation of SR
If there was a magic button to automatically escalate SRs everyone would use it all the time! SRs are supposed to be escalated as appropriate; either when the issue cannot be solved by frontline or in critical situations. If they were all to be escalated as soon as logged, the front line may as well not exist - or to put it another way, the backline becomes the frontline and you're no better off.
If a given SR is not receiving the attention you believe it should be, as timpani says you can ask the engineer involved to escalate (or transfer) it.
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Andrew C Taubman
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