Age the decision, not just the case
Track when the escalation was raised, when evidence was complete, when the owner was asked, and when the customer expects an update. These dates reveal where work is waiting.
Keep the packet current
Refresh the summary with new evidence and clearly mark changed facts. Do not let an old draft continue to represent the case after the customer or owner has replied.
Escalate the blocker
When an owner is unavailable or the rule is unclear, state the impact, deadline, and exact decision required. The coordinator follows the path; the authorized owner decides.