This article is obsolete. For escalation guidelines for Support Forum Moderators, see Forum Moderation and Escalation Guidelines.
Sometimes a question may need more attention and may take more time to answer. Escalations are put in place in order to help resolve these more difficult questions. Currently, there are two types of escalations that currently exist in the forum.
Escalated by a moderator, contributor, user where a question needs more attention, there are raised concerns, is getting alot of attention, there are multiple questions and all around could really use some TLC. Currently this will have at least one response.
These are questions that after 24 hours have no first response. Escalated because a question was not responded to in 24 hours and will need a response within 72 hours
This is an example of a message contributors can use to reply to the thread before escalating their case, so the user is aware that we're looking into it.
To show all escalated questions, add ?tagged=escalate&escalated=1&show=all to the end of the forum URL. For example:
Where to find help:
A question or thread is escalated if there is no response within 24 hours or if a user adds the escalate tag
If a question is not responded to in 24 hours, it will be automatically escalated and will be answered within 72 hours.
Add the word escalate to the keywords of a question.
You can find more help in the Advanced Firefox discussion forum to talk about questions with other contributors, as well as many of the support channels on irc.
After a question is escalated, the escalate tag will be added to the keywords and a ticket is created in the Help Desk's zendesk queue. It will include the time that it was escalated and a link and description of the question. A HelpDesk will read the question and provide as much help as possible.
Everyone will have a preference on how to be reached. Please keep this in mind. Currently there is Advanced Discussion forums, IRC channels, PMs and meetings where items can be discussed further if need be.
Questions that have already been escalated once, but have still not received a reply after 72 hour period, please get the attention of an administrator or a moderator. If they have received an answer and there is a follow up discussion, please encourage them to start a new question and lock the question. You can find your old questions by:
You can use "My contributions" in order to find the questions that you have answered.
See if a bug has been filed? (this is being elaborated on and would love to start a discussion on this too) #bugzilla can help to start, or these guidelines https://wiki.mozilla.org/Good_first_bug
If the question owner comes back and posts to the question, but there is no response from those who are watching the thread this is also considered an unanswered question.
Any escalated thread can be found the same way any other question in the forum can be found. Each of these filters can be defined as follows:
If its is an off-topic situation
If its an abuse situation
If its a language I do not know
If its a bug and I can reproduce it, or need help reproducing it
IRC channel asked about the question, however this is not the offical support channel for these products. Each of these channels are accessible by anyone with an irc account. Please take note that these are just guidelines based on common knowledge of the current community.