Escalation & Operations
When a test fails, follow this workflow. The system classifies the failure automatically — your job is to verify the classification, check the triage hint, and escalate to the right person.
Escalation Workflow
1
Test Fails
Automated pipeline detects failure. Slack alert fires with verdict label and initial classification.
Automated
2
QA Triages
Check the failure screenshot and logs. Verify classification is correct. Can QA self-heal this? (selector drift, consent, timing → usually yes)
QA Team
Self-heal if: selector drift, consent dialog change, timing issue, CI flake
Escalate if: site redesign, content removed, feature broken, vendor down
Escalate if: site redesign, content removed, feature broken, vendor down
3
Classify & Route
The system suggests an escalation category and contact. Verify the suggestion makes sense, then read the triage hint before escalating.
System + QA
4
Escalate to Contact
Reach out to the suggested contact via Slack. Include: what failed, which site, screenshot, and your assessment. The contact decides on the fix.
QA → Site Owner / Dev / Vendor
5
Resolution & Recovery
Fix is deployed or test is updated. System detects recovery after 2+ consecutive passes and posts confirmation to the original Slack thread.
Automated recovery detection
Quick Lookup
Use this tool when you have a failure and need to find the right contact fast.
Quick Lookup
1 What type of issue?
2 Which site?
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Primary Contact
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Role
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Secondary
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Vendor / Org
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Source
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Notes
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Triage Hint
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Full Matrix
Mapped (explicit rule)
Default-only (category default)
? Unmapped (applicable, no contact)
n/a (not applicable)