Service Request Management

1. Process

1.1. Introduction

Service request management is a process for managing tickets that have been identified as a service request. Service requests are tickets related to requesting a service to be performed or asking a question related to ctcLink.

1.2. Scope

Technician begins the management process, identifies a solution for the client and solution offered.

1.3. Input(s)

A ticket that has completed the triage process.

1.4. Output(s)

Solution offered to client.

1.5. Tasks

  • Research service request and read notes in the ticket.
  • Communicate with client
  • Work on service request

1.6. Role(s)

  • Technician
  • Client
  • Approver

2. Standard Operating Procedures

2.1. Analyze Ticket Notes

2.1.1. Review added notes

2.1.2. Review attachments to the notes

2.2. Communicate with Client

2.2.1. Acknowledge understanding of request or question

2.2.2. Decision Tree: Is additional information needed?

2.2.2.1. Yes: Request additional information
2.2.2.1.1. Set ticket status to “pending customer response”
2.2.2.1.2. Decision Tree: Response from client within three communication attempts?
2.2.2.1.2.1. Yes: Go to "Is additional information needed?" procedure (2.2.2)
2.2.2.1.2.2. No: Set ticket status to abandoned
  • Critical - within 24hrs
  • Urgent - within 3 business days
  • High Impact/Time Sensitive - 3 business days
  • Important - 5 business days
  • Low - 10 business days
2.2.2.2. No: Go to "identify severity level" procedure (2.2.3)

2.2.3. Identify severity level assigned

2.2.4. Set expectations on next communication

2.3. Work on Service Request

2.3.1. Decision tree: Determine if research is needed

2.3.1.1. Yes: Search relevant sources (Oracle, cDR, reference center, Google, HEUG) for answer to question or requested service

Add relevant links (and screenshots) to support materials in ticket note (Oracle, cDR, reference center, Google, HEUG)

2.3.1.2. No: Perform requested service

2.3.2. Decision Tree: Does request need approval/authorization?

2.3.2.1. Yes: Authorization (SBCTC or local) needed for certain types of service requests (security, data clean up). Specific items needing authorization to be defined by manager/support directors.
2.3.2.2. No: Move on to "ticket resolution" process

2.4. Collaboration with Other Technicians (as needed)

2.4.1. If  another technician need work on a portion of your ticket:

  • Flag ticket
  • Re-assign to technician
  • Make note if ticket needs to be reassigned back to original technician

3. Diagram