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Ticket priority - Rationale

In order for Desktop Support to serve our customers better, we prioritize requests for help.

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  There are 4 priority levels (described below) which may be assigned to each request, based on the

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client's assessment of urgency and the disruption to University business. 

Response Time - Guidelines

The time frames defined below are goals we try to meet consistently.

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Often we can do better.

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However, they are not intended as service guarantees.

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Response time represents the time it should take from the moment you receive an automated e-mail from our ticketing system until you are contacted by a Desktop Support staff member.

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If you feel your request has not been responded to in a timely fashion, please escalate your request by calling a Help Desk or Desktop manager.

Request Response Process

  • The request is received
  • A ticket is generated and transferred to desktop support
  • E-mail is sent notifying you that your ticket has been created
  • A Desktop Support technician responds within the appropriate window
  • Once the technician has resolved your issue, the ticket is closed
  • E-mail is sent notifying you that your ticket has been closed.

Urgent - within 1 hour

Problem affects several people

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or interferes with important deadline.We recommend urgent requests be phoned into the Help Desk for quickest service.

Process:

With urgent tickets, the following additional steps are taken with a request

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  • Multiple users are affected
  • There is no workaround for the issue
  • Caller has an immediate deadline or sensitive task
  • Caller is giving a presentation and having problems
  • Virus or security related issue

High -

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within 4 hours

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Problem significantly impacts a client's ability to workWe recommend high-priority requests be phoned into the Help Desk for quickest service.

Examples of High priority tickets:

  • Caller's computer is down
  • Caller's network is down or slow
  • Caller cannot log in to a key computer service
  • Software or application issue that affects ability to work
  • Caller has a deadline or sensitive task

Medium -  within 1 business day

There is a workaround to the problem

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or client can work on other tasksMedium-priority requests may be phoned into the Help Desk or submitted by email to oit@uci.edu.

Examples of Medium priority tickets:

  • Software problems One application is misbehaving but your computer is still able to function (ex.  Error pops up at loginmessage from one program, but other computer still functionstasks work)
  • You have a workaround to your issue (ex. One student one PC is down, but there is another student pc PC the student client can use)
  • Your main printer is down, but you can print to other network printers.
  • You can't get to certain files, but someone else has a copy or you have the necessary files to work on other projects

Low - within 2 business days

The problem does not represent an immediate disruption to

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businessLower-priority requests may be phoned into the Help Desk or submitted by email to oit@uci.edu.

Examples of Lower priority tickets:

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