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Ticket priorities (for desktop webpage?)

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 lit of prioity levels and ow 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.

Urgent - Problem affects several people - 1 hour

  • Urgent requests must be phoned into the Help Desk for quickest service.
  • Process:
    • The request is received,
    • The ticket is generated and transferred to desktop support
    • Helpdesk calls someone in desktop support.  If unable to reach, call the desktop emergency line.  (x4-5444)
    • A desktop support technician will respond to the call within one hour.
    • Once the technican has responded the call ticket is closed. 
    • Notification e-mail is sent to the requestor that the call ticket has been closed.
  • Examples of Urgent tickets:
    • All VIP's are considered Urgent
    • Server is down
    • Network is down
    • Several people cannot log in.
    • Several people cannot print.
    • Requests that need immediate help and cannot wait

High - Problem significantly affects one person - 4 hours

  • High priority requests must be phoned into the Help Desk
  • Process:
    • The request is received
    • A Help Desk ticket is generated.
    • Notification e-mail is sent to the requestor that a call ticket has been created.
    • The technician responds within 4 hours.
    • Once the technican has responded the call ticket is closed. 
    • Notification e-mail is sent to the requestor that the call ticket has been closed.
  • Examples of High priority tickets:
    • Computer is down
    • Printer or other hardware is down (keyboard, monitor, etc)
      • Urgent – 1 hour max
        High – 4 hours
        Medium – 1 business day
        Low – 2 business days 

Medium - There is a workaround to the problem - 1 business day

  • 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 requestor that a call ticket has been created.
    • The technician responds within 1 business day.
    • Once the technican has responded the call ticket is closed. 
    • Notification e-mail is sent to the requestor that the call ticket has been closed.

Examples of Medium priority tickets:  

  • Software problems but your computer is still able to function
  • Student PC is down, but there is another student pc the student can use.
  • Hardware is down, but there is a workaround.

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:

    • Software installs that are not urgent
    • Printer installs that are not urgent
    • Non urgent computer orders
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