- Caller uniqname and location information
- Service Offering and Configuration Item (CI)
- Short Description and Description
- Impact - how many people are affected or how widespread the issue is
- Urgency - how quickly the issue needs to be resolved
- Category - Incident or Request
- Contact Type
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- Incident, Knowledge and Problem Look Up to review for appropriate records
- Relate to existing records when appropriate
- If an answer is not found, Assign to appropriate Assignment Group.
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- Add team member assigned to work ticket in Assigned to
- Gather facts and investigate, document all history in Work Notes
- Critical Priority, initiate Significant Incident Process
- Re-assignment, Assign to a different Assignment Group where appropriate
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- Includes Close Code, Resolution Category, and Close Notes
- Adherence to Operating Level Expectation Target Resolution guidelines
- Contact the customer to confirm the ticket is resolved to their satisfaction
- Create Knowledge, Problem or Change records when needed
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- Tickets with the State of Resolved will autoclose in 5 days
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