Setting it up so it helps
- Levels with names. Who gets it first, who next, and after how long. An escalation that goes to "the team" goes to nobody.
- By category. A water leak escalates faster than a missing hanger.
- Night cover. The chain at 3 am is not the chain at 3 pm.
- Few enough alerts to be read. A phone that rings for everything is a phone people learn to ignore; save the loudest alert for what is critical.
- A record. Who had it, when it moved, and who closed it — the evidence a manager needs to fix the cause instead of the symptom.
Example
A leaking tap in room 108 is logged at 7:10 pm with a 30-minute resolve target for maintenance. At 7:40 it is still open, so it escalates to the maintenance supervisor; at 8:10, still open, to the duty manager.
How Nivasik handles it
- Escalation on a breached target: the ticket is re-assigned up the chain set for its category — the assigned person, then a mid and an end escalation — and the next person is notified. The chain can differ by shift, so at night it reaches whoever is actually on.
- Assignment rules decide who gets a request first.
- Staff get requests on the phone they already have; the Android app rings a full-screen alert for critical ones.
- A record of who did what, which cannot be edited or deleted.