Working with Escalation Cases

When you open an escalation case in Waypoint, you get a comprehensive detail view with AI-generated analysis, event history, runbooks, and an interactive chat assistant. This article covers everything you see inside a case.

Case Detail Header

At the top of every case you will find:

A case detail view showing the Report tab with AI-generated analysis and the Chip chat panel on the right.

• Case ID (e.g., IS-322) with a colored status badge
• Recurrence Theory — If the AI identifies this case as matching patterns from other cases
• Status — Current workflow stage (New, Analyzed, Escalated, Resolved)

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Report Tab

The Report tab is the default view when you open a case. It contains the AI's structured analysis:

• Root cause identification with supporting evidence
• Categorized findings organized by impact area
• Actionable recommendations for resolution

The Chip AI chat panel appears on the right side. Ask follow-up questions about the case and get instant, evidence-backed answers.

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Timeline Tab

The Timeline tab shows a chronological history of all events related to the case:

• Status changes — When the case moved between workflow stages
• Policy label applications — Displayed as colored tags when classification policies are triggered
• User comments — Manual entries from team members
• Automated triggers — Events generated by pipelines or system actions
• Support Conversation Created, Comment Added, Answered Question, Discovered — System-tracked events

Each event shows a timestamp, the actor who triggered it, and relevant details.

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Post Mortem Tab

After a case is resolved, Waypoint generates an AI-powered post mortem with three sections:

1. Summary — High-level overview of the incident and resolution
2. Response — How the team responded, including the timeline of actions taken
3. Blameless Root Cause — Technical root cause analysis without assigning blame

The post mortem is fully editable. Add your own notes, corrections, and additional context to create a comprehensive incident record.

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Analysis Tab

The Analysis tab provides investigation tools and pattern matching:

Runbooks

• Support Runbook — Step-by-step customer-facing troubleshooting guide with actionable checklists
• Engineering Runbook — Technical investigation steps for the engineering team

Suggested Routing

Based on the case analysis, Waypoint may recommend:

• A specific team to assign the case to
• A Jira ticket to create for engineering follow-up
• A Slack channel to notify for awareness

Similar and Reoccurring Cases

• Similar Cases — AI-identified cases with matching patterns, helping you spot trends
• Reoccurring Cases — Cases that share root causes, indicating systemic issues worth investigating

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Resources Tab

The Resources tab manages external references:

• Linked Jira Tickets — View ticket status and key directly from the case
• External References — URLs, documents, and other reference materials
• Add new resources using the link controls

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📚 Related Articles

• Escalation Dashboard Overview — Find and filter your cases
• Using the Escalation Chat Assistant — Get more from Chip
• Quick Start: Your First Escalation — Basic workflow walkthrough