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Urgent - Problem affects several people - 1 hour
Urgent requests must be phoned into the Help Desk for quickest service.
Process:
- The request is received
- A ticket is generated and transferred to desktop support
- Help Desk contacts someone in desktop support
- Help Desk updates the call ticket indicating the desktop support person who has taken the ticket
- The desktop support technician will respond to the call within one hour
- Once the technician has resolved the problem, the ticket is closed
- Notification e-mail is sent to the requester that the call ticket has been closed.
Examples of Urgent tickets:
- Multiple users are affected
- There is no workaround for the issue
- User has a deadline or sensitive task
- Virus or security related issue User is giving a presentation and having problems.
- Virus or security related issue
High - Problem significantly affects one person - 4 hours
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