Ticket Handling Procedures for Desktop Support Group

The goal of this procedure is to quickly and accurately resolve incoming Desktop support issues in the proper order and priority.  This procedure applies to all Desktop Support Group members who have access to HEAT. See Using HEAT for general application instructions.

1. Check HEAT periodically throughout the day.  Ideally one should check HEAT at least twice in the morning and twice in the afternoon.  Review new tickets for "Urgent Tickets".  To address urgent tickets as quickly as possible Heat Alert must be running on your Desktop at all times - see Using Heat - Alert Monitor (section 3).

2. Work each ticket in the order received.  Tickets are prioritized as follows. "Urgent" (1) is the highest priority.  "Normal" (2) is next, while "Scheduled" (3) is the last to be considered.  After sorting for priority, tickets are pulled from the top of the main queue.

3. An "Urgent" ticket must be addressed within 15 minutes of receipt.  If you are currently working on an "Urgent" ticket, continue to work on that ticket unless it is on hold.  Technicians without an "Urgent" in their work queue should be the first to respond to new emergencies.

4. Acknowledge your assignments prior to working on them.  After acknowledging the ticket, call the client to let them know that you are working on their request and to schedule a time to work with them.

5. Close unacknowledged Cross Training assignments. Both Desktop and Cross Training will be assigned to desktop related issues. Whichever technician from one of these groups is able to begin the work the quickest should acknowledge his/her assignment and close the other group's assignment so that both groups don't inadvertently work on the same issue.

6. Handle tickets in an effective manner.  If something is preventing the resolution of a ticket, take action and note it in the journal.  If you need help, add an assignment and get assistance from the next higher support tier.  If you are waiting on a client or a part that has been ordered, change the ticket status and select the appropriate action, such as "Scheduled" and update the target date.

7. Keep the client informed of the ticket status.  Communicating with the client is the most important part of processing a ticket.  Make a committed effort to communicate any changes to ticket status such as significant milestones reached, delays, and forward progress. Clients should not need to call the Helpdesk for a status update, they should already know. It is imperative to note all calls and paste any pertinent emails into the journal.

8. Keep all data in the ticket updated on a daily basis.  Updating the journal is very important.  Clients call the Helpdesk for status checks, and the journal will help keep the client informed on ticket progress.  It is imperative to note all calls and paste any pertinent emails into the journal.

9. Document your solution and discuss it with your client.  If the solution was brief, include it in the solution in the Call Record before closing the ticket.  If the solution is not brief, include detailed descriptions in a journal entry and then close the ticket. 

10. Print Note to Client. You can run the AutoTask > Desktop > Print Note to Client to record and print the work to be performed. If the client was absent while you worked on their call ticket, you can leave them this note. If it is not feasible to print this notification before returning a machine or working on an issue, then be sure to e-mail the client to let them know what was done and that the ticket has been closed.  You should paste this e-mail into the journal as well.

11. Know the proper procedure to closing a ticket.  Close out your assignment after you have specified a resolution, if you can take no further actions. Do not close someone's acknowledged assignment.  Close out a ticket if there are no open assignments.

Exceptions to the procedure are as follows.

• Calls from within OIT should be handled as soon as possible.  The department's productivity depends on how soon we can resolve their technical issues.

• While there are many people whose productivity is critical for the operation of the university, calls coming from the President, Provost, other Vice Presidents, and the personnel who report directly to them, are to be processed immediately. Calls coming from administration, deans, or departmental chairman's should also be considered critical and handled promptly.

• If a call ticket comes in from a Desktop Associate that you support, pick up this ticket and work through it with the Associate.  Remember Desktop Associates help us do our job, so handle their ticket as an "Urgent". See - How to on handling Desktop Associate call tickets.

• Tickets can be selected out of order only if you have an assigned ticket in an area, and you see a related ticket in that same area further down the queue.  Do this only if you feel that you can effectively and quickly resolve both issues.

If there is any doubt, bring it to the attention of the supervisor.  For example, tickets pertaining to new machine or printer setup are tickets that should not be listed as urgent. Remember to always use your best judgment when processing tickets.  If you feel that the ticket is a common request that can be handled by the Helpdesk, work with your supervisor to assure that there is proper documentation available to the Helpdesk.  The supervisor will work with the Helpdesk management to see about getting it added to standard Helpdesk support.

NOTE:

Printing call tickets - DO NOT use the printer icon on the toolbar to print your ticket.  In order to print limited information regarding a call ticket do the following: Open Call Logging | Choose Auto Task | Choose Print Ticket - this will only print items from the first screen. It is also recommended that techs bring printouts back to the shop and run them through the shredder.

Tickets marked Urgent - The Help Desk is required to mark a ticket as "Urgent" at the customer's request and to note the reason given in the log. Sometimes an "Urgent" situation can have an easy work around such as to use a networked printer or another workstation. Supervisors can downgrade an "Urgent" ticket before it is assigned to a technician but must note the reason in the journal. Once an "Urgent" ticket is assigned to a technician it must remain "Urgent" for tracking purposes.