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DDX for life
100

Case is 24x7 and the customer requested to continue working on the case after the current case owner is outside of shift. Issue is not mitigated.

What is "End of Shift (24x7) continuation requested"

100

The case was opened as a Professional/Partner entitlement, but the IM+/CSAM updates the entitlement to Premier/Unified.

What is "Misroute - Entitlement"?

100

Current case owner is unavailable unexpectedly (for example, due to illness) and the case needs to be reassigned.

What is "Out of Office (unplanned)"?

200

Case requires manager recovery.

What is "Escalation - Manager recovery"?

200

Case needs to be supported by another technology area.

What is "Misroute - Technical"?

200

Customer requested after-hours support (for example, the customer is based in the US and needs support at 10pm Pacific).

What is "Time zone - After hours support requested"?

300

This reason is reserved exclusively for the Customer Service / Tech Router team and will be used to transfer the case when it is first created.

What is "Initial case creation transfer (Tech Router use only)"

300

There's a resource on my immediate team that can better assist the customer because of subject matter expertise.

What is "More technical depth required"?


300

Customer requested to be supported during their business hours and the case is currently sitting outside the customer's time zone.

What is "Time zone - Business hours support requested"?

400

Select this reason when the customer requested support in a different preferred language. This ownership change can occur within time zone or between time zones.

What is "Local language support requested"?


400

Customer requested to have a new SE assigned to the case. This feedback may be directly to an SE, to the SE Manager, or through an IM+/CSAM/subsidiary point of contact.

What is "New SE assignment (customer requested)"?

400

The case needs to be assigned/reassigned to make sure initial response goals are met.

What is "To meet metic"?

500

The case needs to be re-routed due to the way in which the customer selected a support area or how they declared their issue.

What is "Misroute - Customer selection/description"?

500

Current case owner is going on planned leave (for example, vacation, administrative leave such as training) and must transfer ownership after the customer is made aware.

What is "Out of Office (planned)"?

500

If there are reasons beyond what is described, select this reason...

What is "Other"?