This runbook provides guidelines for resolving manual ticket reassignment loops (Ping-Ponging) across teams (e.g., L1 and L2 support queues).
- Identify the Loop: Check the Ticket Events timeline in the Cockpit Console to identify the target teams.
- Review Reassignment Logs: Determine if the reassignment is due to missing expertise or incorrect routing classification.
- Stabilize Ownership: Assign the ticket temporarily to a Triage Officer to freeze the loop.
- Update the Router rules if the ticket was misclassified.
- Engage a cross-functional squad if the incident spans multiple systems.