Ticket priority - Rationale
- In order for Desktop Support to serve our customers better, we prioritize requests for help.
- There are 4 priority levels (described below) which may be assigned to each request, based on the the severity of disruption to University business.
Response Time - Guidelines
- The time frames defined below are goals we try to meet consistently. Often we can do better. However, they are not intended as service guarantees.
- Response time represents the time it should take from the moment you receive an automated e-mail from our ticketing system until you are contacted by a Desktop Support staff member.
- If you feel your request has not been responded to in a timely fashion, please escalate your request by calling a Help Desk or Desktop manager.
Request Response Process
- 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 - Problem affects several people - 1 hour
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
- The Help Desk staff who took the request contacts a Desktop Support technician directly
- Help Desk updates the ticket indicating the Desktop Support person who is now responsible for the ticket
Examples of Urgent tickets:
- 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 - Problem significantly affects one person - 4 hours
We recommend high-priority requests be phoned into the Help Desk for quickest service.
Examples of High priority tickets:
- Caller's computer is down
- Software or application issue that affects ability to work
- Caller has a deadline or sensitive task
Medium - There is a workaround to the problem - 1 business day
Medium-priority requests may be phoned into the Help Desk or submitted by email to oit@uci.edu.
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 - The problem does not represent an immediate disruption to business - 2 business days
Lower-priority requests may be phoned into the Help Desk or submitted by email to oit@uci.edu.
Examples of Lower priority tickets:
- New computer setups
- Non urgent software requests
- Non urgent computer orders