Ticket priorities
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Background
To optimally serve clients, OIT prioritizes desktop support requests based on the the severity of client's assessment of urgency and the disruption to University business .
The time frames defined below are goals we try to meet consistently. Often we can do better. However, they caused by problems being reported. This document describes the four priority levels OIT assigns to requests.
The listed response timeframes are goals OIT trys to meet consistently during normal business hours. They are not intended as service guarantees.
Response time: General Guidelines
The "response time" represents how long it should take from the moment you receive an automated e-mail from our ticketing system until you are contacted by Often we will do better, but in times of peak support loads, response may take longer. The timeframes will help you know when to expect a return phone call from a Desktop Support staff member.
Urgent - Problem affects several people - 1 hour
We recommend urgent requests be phoned into the Help Desk for quickest service.
Process:; problem resolution may take additional time. If you feel your request has not been responded to in a timely fashion, please call 949-824-2222 and ask for your request to be escalated, and to be brought to the attention of a manager.
Request Response Process
- The request is received
- A request tracking "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 hourOIT's Desktop Support group
- 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 the problemyour issue, the ticket is closed
- Notification eE-mail is sent to the requester that the call notifying you that your ticket has been closed
Urgent - within 1 hour
Problem affects several people or interferes with important deadline.
To avoid delays, we request that urgent requests be phoned into the Help Desk rather than e-mailed in.
Process:
With urgent tickets, the following additional steps are taken with a request:
- The Help Desk staff who took the request contacts a Desktop Support technician directly
- Help Desk updates the ticket indicating the Desktop Support staff who is now responsible for the ticket
Examples of Urgent tickets:
- Multiple users are affected
- There is no workaround for the issue
- User Caller has a an immediate deadline or sensitive task
- User Caller is giving a presentation and having problems.
- Virus or security related issue
High -
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We recommend high-priority requests be phoned into the Help Desk for quickest service.
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within 4 hours
Problem significantly impacts a client's ability to work
To avoid delays, we request that urgent requests be phoned into the Help Desk
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rather than e-mailed in.
Examples of High priority tickets:
- UserCaller's computer is down
- Caller's network is down or inappropriately 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 tasks.
Medium-priority requests may be phoned into the Help Desk or submitted by
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e-mail to oit@uci.edu
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Examples of Medium priority tickets:
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- 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 the student PC you 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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your work.
Lower-priority requests may be phoned into the Help Desk or submitted by
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e-mail to oit@uci.edu.
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Examples of Lower priority tickets:
- New Computer setupscomputer setups for staff who have another computer to use
- Non urgent software requests
- Non urgent computer orders