Shipments / Exceptions and escalations
Exceptions and escalations
Exceptions that outgrew their first owner. Each type has a ladder: who is notified at each level and after how long. Nothing sits unseen.
Open escalations
6
2 at level 33 at level 21 at level 1
Oldest open
14h 22m
ICUMS outage · INC-0231 · level 3
Resolved · 7d
41
median 3h 10mto resolution
Cost of delay at risk
GHS 7,560 /day
demurrage and storage on 11 held shipments
Search shipment, client, incident
TypeAllLevelAllOwnerAnyoneSortCost of delay| Level | Exception | Shipment · client | Age | Owner now | Next step | Cost/day |
|---|---|---|---|---|---|---|
| L3 | Integration outageICUMS silent since 21:31 · INC-0231 | 214 shipmentsall clients awaiting customs status | 14h 22m | Kofi Boatengadministrator · on call | Management notifiedvendor ticket open | GHS 4,120 |
| L3 | Customs hold unresolveddocument not uploaded 3 days after request | TRF-23990Accra Textile Hub | 7d 2h | Esi Asanteteam lead | Escalates to ops managerin 1h 40m | GHS 450 |
| L2 | Payment overdueduties unpaid, storage accruing | TRF-23998Boakye Electronics | 2d 5h | Esi Asanteconsultant | Client callback bookedTue 7 Oct 09:30 | GHS 320 |
| L2 | Unanswered client messageno reply after 2 working hours | TRF-24011Osei Agro Supplies | 3h 15m | Team leadconsultant Kwesi off sick | Reassign consultant | — |
| L2 | Blocked transitionRELEASED blocked by rule_31, duties unpaid | TRF-24003Tetteh Imports | 1d 9h | Yaw Darkooperations | Awaiting payment confirmationVodafone callback pending | GHS 450 |
| L1 | Delay over 48hvessel MSC Aurora rerouted | TRF-24031Adwoa Mensah Trading | 40m | Esi Asanteconsultant | Client informednew ETA Thu 13 Nov | — |
6 open · sorted by cost of delayEscalation trends
INC-0231 · ICUMS outage
Level 3- Type
- Integration outage
- Opened
- Mon 6 Oct 21:36by alert: missed expected interval
- Impact
- 214 shipments without customs status11 in CUSTOMS_HOLD cannot be confirmed released
- Owner
- Kofi Boatengacknowledged 21:40
- Vendor ticket
- GRA-ICUMS #88120opened 21:52
Ladder · integration outage
L1
On-call administratorat alert · page + WhatsApp
21:36L2
Operations managerafter 30 min unresolved
22:06L3
Management + client noticeafter 2h · clients told customs updates are delayed
23:36L4
Incident review scheduledafter 24h
in 9h 38mTimeline
- Client notice senttemplate service_delay_v1 · 214 recipients · "customs updates are delayed, no action needed"
- Escalated to level 2operations manager Ama Owusu acknowledged
- Vendor ticket openedGRA-ICUMS #88120
- AcknowledgedKofi Boateng
- Alert raisedICUMS missed expected interval (10 min, alert after 20)
Resolution requires a resolution code and noteICUMS adapter