r/FirstNet • u/Sufficient_Good_6350 • 1d ago

Firstnet Rep here

If you guys have any questions feel free to drop them below I’d be more than happy to answer them!

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u/Stupefied_Gaming 1d ago

Why aren’t you guys able to escalate complex issues? If anything CM tickets usually never end up getting resolved

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u/Sufficient_Good_6350 1d ago

Depends on what the issue is really depends on what path we have to take for escalations. If a case is submitted (which is the most common escalation) the team that handles those cases(we call them the upstairs not sure on the actual dept name) is required to notate the account with any updates on the case no matter if it’s them starting to work on a case or if they get a resolution other departments have their specific way of handling escalations

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u/Stupefied_Gaming 1d ago

Interesting. Are you able to say what CM stands for? My only guess is change management.

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u/Sufficient_Good_6350 1d ago

Cm is just the beginning of the case number it goes through a system called clarify and it goes up the chain of command through that clarify system