Ticket Intake
1. Process
1.1. Introduction
Ticket intake is a process for reviewing tickets as they enter the ctcLink ServiceDesk to assign them to an appropriate SBCTC technician for review and analysis.
1.2. Scope
A ticket is submitted to the ServiceDesk application which is then assigned to technician for analysis.
1.3. Input(s)
Ticket entered into ctcLink ServiceDesk.
1.4. Output(s)
Ticket reviewed and assigned to appropriate technician.
1.5. Tasks
- Based on request type technician automatically assigned ticket based on automation rules in ServiceDesk
- Technician reviews ticket.
- Technician assigns ticket to appropriate technician based on their review
1.6. Role(s)
- Client
- Client Administrator
- Technician
2. Standard Operating Procedures
2.1. Technician Review
2.1.1. Review request detail, subject, notes and attachments
2.1.2. Review request type and related sub-types
2.1.2.1. Review ticket age for prioritization (first in first out)
2.1.2.1.1. Review client assigned priority
2.2. Technician Ticket Assignment
2.2.1. Consult others as needed
2.2.2. If reassigning add note describing why
2.2.2.1. Select “visible to client” box
2.2.3. Reassign ticket to appropriate technician
2.2.3.1. Decision tree: Is the request type correct?
- Yes: Change assigned technician if request type is correct
- No: Change request type (location if necessary)
2.2.3.1.1. Select “client” and “technician” boxes
2.2.3.1.2. Click “save and email”
