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 time frames 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
Urgent requests must be phoned into the Help Desk for quickest service.
Process:
- The request is received
- A 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 hour
- Once the technician has resolved the problem, the ticket is closed
- Notification e-mail is sent to the requester that the call ticket has been closed.
Examples of Urgent tickets:
- Multiple users are affected
- There is no workaround for the issue
- User has a deadline or sensitive task
- User is giving a presentation and having problems.
- Virus or security related issue
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 requester that a call ticket has been created
- The technician responds within 4 hours
- 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 High priority tickets:
- User's computer is down
- Software or application issue that affects ability to work.
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 requester that a call ticket has been created
- The technician responds within 1 business day
- 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 Medium priority tickets:
-
- Software problems but your computer is still able to function (ex. Error pops up at login, but computer still functions)
- You have a workaround to your issue ex. One student PC is down, but there is another student pc the student 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
- Non urgent software requests
- Non urgent computer orders