Desktop Support - Ticket Priorities (DRAFT)
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, 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 OIT'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 your issue, the ticket is closed
- E-mail is sent 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
- Caller has an immediate deadline or sensitive task
- Caller is giving a presentation and having problems
- Virus or security related issue
High - 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 rather than e-mailed in.
Examples of High priority tickets:
- Caller'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 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:
- One application is misbehaving but your computer is still able to function (ex. Error message from one program, but other computer tasks work)
- You have a workaround to your issue (ex. one PC is down, but there is another 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 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