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Escalation Template

Copy and paste the template below when submitting an escalation. Fill in each field as completely as possible.

Template

=== GATEKEEPER CONVEYOR ESCALATION ===

SITE:           [Site name and line, e.g., "Teasdale Carrollton Line 7"]
VALIDATION MODE:[Mode, e.g., "Teasdale", "CargillRfid", "AV50"]
VERSION:        [If known, e.g., "teasdale-v1.0" -- check Help menu or file version]
DATE/TIME:      [When the issue started or was first reported]
SEVERITY:       [Critical / High / Medium / Low]
REPORTED BY:    [Name and role of person who reported the issue]

--- PROBLEM DESCRIPTION ---

What the user reported (in their own words):
[Write exactly what the user said]

What you observed:
[Describe what you saw when you looked at the system]

--- STEPS TO REPRODUCE ---

1. [Step 1]
2. [Step 2]
3. [Step 3]
(If unknown, write "Unable to reproduce on demand" or "Intermittent")

--- ERROR MESSAGES ---

Exact error text from screen:
[Copy the error message exactly as shown]

Exact error text from log:
[Copy the relevant log lines]

--- TROUBLESHOOTING ALREADY DONE ---

- [ ] Restarted application -- Result: [what happened]
- [ ] Checked hardware connections -- Result: [all connected / specific device disconnected]
- [ ] Checked validation mode -- Result: [correct / was wrong, changed to X]
- [ ] Checked log file -- Result: [found error X / no errors / could not find log]
- [ ] Checked configuration -- Result: [settings look correct / found issue X]
- [ ] Checked network connectivity -- Result: [ping succeeds / ping fails to X]
- [ ] Checked export queue -- Result: [empty / X files pending / X files in error]
- [ ] Other steps: [describe what you tried]

--- ATTACHMENTS ---

- [ ] Log file attached: [filename, e.g., "gatekeeper-20260206.log"]
- [ ] Config file attached: [yes/no -- REMEMBER TO REDACT PASSWORDS]
- [ ] Screenshot attached: [yes/no]
- [ ] Error file attached: [if export error, include _ERROR.txt]

--- CURRENT WORKAROUND ---

[Describe any temporary fix in place, e.g., "Restarted the application and it is working for now" or "No workaround, line is stopped"]

--- ADDITIONAL NOTES ---

[Any other relevant information: recent changes, patterns noticed, time of day it occurs, etc.]

=== END OF ESCALATION ===

Tips for a good escalation

  1. Be specific: "Validation fails with GTIN mismatch" is better than "It doesn't work."
  2. Include timestamps: "Started failing at approximately 10:30 AM" helps find the issue in logs.
  3. Include exact error text: Copy and paste the error message rather than paraphrasing.
  4. Describe what changed: "Started after the Tuesday software update" or "Happens only with new product SKU X" narrows down the cause.
  5. Attach the log file: The log file is the most valuable diagnostic tool. Always include it.
  6. Redact passwords: Before attaching appsettings.json, replace any password values with [REDACTED].
  7. Note the workaround: If the line is running again after a restart, say so -- it changes the urgency.

Severity guide for the template

Severity When to use
Critical Production line is stopped. No workaround. Immediate help needed.
High Major feature broken. Line running with limitations or temporary workaround.
Medium Minor feature broken. Line running normally. Workaround in place.
Low Cosmetic issue, enhancement request, or documentation gap.