L1 will always create a ticket , take cx VOC and acknowledge the issue.
L1 will reply to cx if he/she able to resolve at L1 level and resolve the case
L1 will escalate to L2 groups if Escalation is required.
No L1 case will be escalated by only changing the Issue and Sub Issue types
L1 will take all necessary details on call or email and escalate the case as per scenario based.