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- 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 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 - within 4 hours
Problem significantly impacts a client's ability to work.
We recommend high-priority requests be phoned into the Help Desk for quickest service.
Examples of High priority tickets:
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Medium - within 1 business day
There is a workaround to the problem or client can work on other tasks.
Medium-priority requests may be phoned into the Help Desk or submitted by email to oit@uci.edu.
Examples of Medium priority tickets:
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Low - within 2 business days
The problem does not represent an immediate disruption to business.
Lower-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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