Agreement between Sandra/Mahender/Gustavo (and earlier with Stephane Martinez):
No P1-P2 tickets (meaning Critical/High) should be resolved/completed in IT Stellar AM groups unless we find that it really is an emergency.
We are authorized to downgrade them by ourselves.
If unsure, we can share doubts/questions in the SPOC or AM Daily Meeting chats.
Ticket handling process:
After downgrading the ticket, always notify the user/requester and Gustavo.
If you are assigning the ticket to some other agent in AM teams, inform the agent that the ticket priority was challenged so that she/he can quickly give some feedback to the user and avoid frustration.
Standard text example:
<<< Tickets priority is assigned according to specific rules and parameters agreed between Solvay and CGI.
Normally, for authorizations management requests, the priority is Low or Medium, so we downgraded your request to Low.
However, I would like to reassure you that we will do our best to resolve your issue as faster as we can.
If you do not agree to downgrade the priority, please, briefly explain the impact on your activity and inform us about the timing, reasons and impact on the business.
Thank you for your understanding and co-operation.
Kind regards,
.... >>>