Incident & Service Request
Business Practices
- The Responsible Group/Individual will get an email notification when a ticket has been assigned
- The Responsible Group/Individual that is providing the support to a client is the owner of work within the incident/service request
- Customers are contacted by Responsible Group/Individual assigned to the ticket within one business day (for low priority incidents/service requests) by email or phone to help resolve or to acknowledge receipt of request
- The Responsible Group/Individual will follow up with customer for more information, over and above what is required from First Level Support (FLS), and to provide resolution information
- FLS will be informed via email (distribution list: CS SD-ATSC) by Responsible Group/Individual if there is a trend or specific information to share
- Creation of Knowledge Base documents are encouraged to support self-service and FLS resolution.
Escalation Notifications
Email Notification of an escalation in TD is to individual or group currently assigned the ticket and to assigned group manager
- Service Level Agreement Escalation process occurs when ticket status has not changed from New/Open within assigned timeframe
- Current process begins at ticket creation based on SLA escalation value, Service Desk Supervisors guide staff on when to change from the default of one business day.
- SLA Values:
Low: escalate in one business day (9 hours) Default
Medium: escalate in 4 hours
High: escalate in 1 hour
Critical: escalate in 15 minutes
For High and Critical SLA values Service Desk Supervisors will call the Service Owner or Specialist
Monitoring Queues
- The Group Coordinator is a process role associated with monitoring queues for tickets assigned to specific group(s)
- Each AT/IT group manages their queues in a way that works for them
- Some teams have one Group Coordinator; other groups rotate this responsibility and many staff act in this role
- Tickets are assigned to individuals no more than 1 business day of posting to queue (sooner if the ticket has a higher SLA value)
- Once assigned, status is no longer New; the status needs to be updated to avoid escalation
- ITSM tickets in queue are monitored to ensure timely closure when the customer has information needed and issue/inquiry is considered complete
Re-queueing a Ticket
- If an incident or service request needs another group to work on it:
- indicate in ticket why it is being forwarded
- queue to that Responsible Group
- save
- After queued to new group, assignment to an individual can occur
- If re-routing to the Help Desk is needed:
- queue to Responsible Group: Help Desk (Follow-up) (Group)
- indicate why ticket is being forwarded.