Ticket priorities
In order for desktop support to serve our customers better, we prioritize our help tickets.
We have 4 categories and depending on what your ticket request is, an appropriate priority is assigned to your request.
Below is the list of priority levels and how we designate them internally.
The timeframes defined below are our stated goals to provide adequate service. These are estimated goals and not service guarantees.
Please note the wait times times go into affect once the ticket is generated, and you receive an automated e-mail from our ticketing system.
Response time: General Guidelines
The "response time" refers to the time during which a Desktop Support staff member will get in touch with the user to gather information (generally by e-mail or phone) and to begin diagnosing the issue.
Urgent - Problem affects several people - 1 hour
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Background
To optimally serve clients, OIT prioritizes desktop support requests based on the the client's assessment of urgency and the disruption to University business 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. 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; problem resolution may take additional time. If you feel your request has not been responded to in a timely fashion, call 949-824-2222 and ask for your ticket 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
- Virus or security related issue User Caller is giving a presentation and having problems.
- Virus or security related issue
High -
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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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- Medium tickets can be called in, or e-mailed to oit@uci.edu
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or client can work on other tasks.
Medium-priority requests may be phoned into the Help Desk or submitted by e-mail to oit@uci.edu.
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.
Low - There is a workaround to the problem, or the problem does not need to be addressed immediately - 2 business days
- Medium tickets can be called in, or e-mailed to oit@uci.edu
- Process:
- The request is received
- A Help Desk ticket is generated
- `Notification e-mail is sent to the requester that a call ticket has been created
- The technician responds within 2 business days
- Once the technician has responded the call ticket is closed
- Notification e-mail is sent to the requester that the call ticket has been closed.
- Examples of Low priority tickets:
- New Computer setups
- 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 your work.
Lower-priority requests may be phoned into the Help Desk or submitted by e-mail to oit@uci.edu.
Examples of Lower priority tickets:
- New computer setups for staff who have another computer to use
- Non urgent software requests
- Non urgent computer orders