Title: DESKTOP TICKET MANAGEMENT PROCEDURE

Transcription

1 POLICY: This policy describes the methods by which help desk tickets will be accepted, managed and resolved by. A consistent, high-level process for ticket management is essential to the delivery of high-quality, consistent customer service. In addition, prompt and efficient escalation of tickets will ensure that analysts resolve issues in a professional manner that reflects well upon the IS organization as a whole. SCOPE: This policy applies to tickets that are reassigned to, either from the or another IS organization. DEFINITIONS: I. Ticket A database record in the Ticket Management system (Remedy) that collects and records an end-user s contact information, a description of the problem experienced, a description of all work and communications to date regarding this issue, and, when appropriate, a record of the method(s) used to repair and resolve the issue. II. Ticket Management III. Resolver group IV. Escalation V. Open VI. Assigned The process whereby a ticket is created, used, managed, transferred, terminated and archived for future reference. A group, typically within the IS organization, that services a particular type of issue. Resolver groups are formed to serve a particular technology, location or method of support. The transfer of a ticket to another resolver group, typically with the intent of leveraging that group s specific focus on a system or problem, or because that group has primary responsibility or authority for managing the particular system involved. A ticket is opened when it is created. A ticket remains open until it is closed (see below). A ticket that is open is considered an active issue that is currently getting support. When an individual analyst accepts responsibility for a ticket that was previously unassigned, or that was assigned to a group queue, the status of the ticket is changed to Assigned. DT-001 Ticket Management Procedure 9/8/2015 Page 1 of 5

2 VII. Resolved VIII. Closed A resolved ticket or issue has received all necessary support to alleviate or bypass the issue. Resolved tickets also include tickets that have received the appropriate IS response, if it is an issue that cannot be supported due to the technology involved, or relevant policies, procedures or processes that limit, restrict or prevent support on a particular type of issue. A closed issue has been resolved and has received confirmation from the end user that the issue has been fixed, or that the appropriate IS response was delivered for the issue. Tickets can be closed by managers or automatically by the ticket management system, and typically should not be modified, deleted or reopened, as they collectively compose an accurate historical record of technology issues, and responses to those issues. PROCEDURE: ACTION 1. If the receives an incoming call that it is unable to resolve on the first contact, the ticket is typically escalated to another resolver group. Issues that require a visit to the enduser s location, that require a degree of research and troubleshooting beyond the scope of the or that do not match to a particular resolver group are typically escalated to. 2. analysts will check on a regular basis to see if any new tickets have been assigned to the ticket management system. 3. Analysts will accept tickets that are within their queue and match their current support responsibilities. Analysts will balance the support workload among the team members. 4. Analysts will contact the client and work to resolve the issue within the time allotted by the severity of the issue and the appropriate service level agreement (SLA) for tickets of that priority. RESPONSIBLE PARTY DT-001 Ticket Management Procedure 9/8/2015 Page 2 of 5

3 ACTION 5. Any work done by the analyst will be recorded in the ticket log. This includes, but is not limited to: Workarounds or other strategies employed to mitigate the impact of issue on the end-user while it is being supported. Troubleshooting to determine the root cause and/or possible resolutions for the issue. Research performed during the response to the issue. Technical modifications to software, hardware or settings performed in the troubleshooting or resolution of the issue. Communications relevant to the issue between the analyst and the end-user, other resolver groups and technology vendors during the time that the ticket is open. Confirmation that the methods employed delivered the appropriate resolution or response to the issue. 6. When the analyst considers the issue resolved, and the enduser has acknowledged that the problem has been addressed as appropriate per applicable, standard, IS policies and procedures, the status of the ticket is changed to Resolved to reflect this condition. 7. A ticket is changed to Closed status if a manager changes the status to closed. If the issue remains in resolved status, unchanged for three days, the ticket management system will automatically change the status to Closed. RESPONSIBLE PARTY IS RELATED PROCEDURES: DT-002 Software Support Process DT-003 Hardware Support Process DT-004 Escalation Path DT-005 On-Call Policy DT-001 Ticket Management Procedure 9/8/2015 Page 3 of 5

4 PROCEDURAL PROCESS FLOW DIAGRAM: End-user calls receives call (per HD-001) Ticket resolved on first call? analyst monitoring queue reassigns ticket to Does ticket require immediate escalation? Analyst accepts ticket SLAs Determine appropriate level of response Contact End-user Work to resolve issue Is further escalation required? Issue resolved. DT-004 Confirm resolution with end-user Change ticket to Resolved status System changes status to Closed DT-001 Ticket Management Procedure 9/8/2015 Page 4 of 5

5 POLICY IDENTIFICATION: Policy Title: Ticket Management Procedure Category: Original Date: Author: Approved By: Title Signature Stakeholder Representatives Executive Executive REVIEW/REVISION HISTORY: Version Review Date Next Review Date Changes (Y or N) Description of Change (section and description) Review/Revision by Revision(s) approved by Title Signature Title Signature 1.0 Initial document DT-001 Ticket Management Procedure 9/8/2015 Page 5 of 5