Responding to Tickets

Open Ticket

• Open a Ticket.
• Before working on a ticket, check if any other agents are already viewing, editing, or updating the ticket.
  • To do this, click the Person icon beside the Incident ID, which will tell you who else is on the ticket and when they have been on it.
    • If someone else is viewing the ticket, leave it to them to work on.
    • If you are looking at a ticket, please refrain from closing it without taking the necessary action.
    • If you do not know what is required, ask instead of leaving it.
• Determine if the ticket needs to be responded to/resolved or escalated.

Respond/ Resolve

• Select Actions > Update. 
• Set "New Status" to Pending Customer (for responding) or Resolved (for resolving). 
• In the "Comments" box, select Templates >  OIT Service Desk > Signature.
  • ​​​​​​​Un-check Make comments private (only visible to University IT Tickets users).
• Write your comment.
  • If we are responding to the customer, the response will be whatever troubleshooting steps or questions are needed.
  • If we resolve the ticket because the user has not replied, the comment will be, “We are resolving this ticket as we have not heard back from you. Please contact us or reopen your ticket if you need further assistance.”
• In the "Notify" box, select the Requestor and other users that need to receive the update.
  • If other internal users who are not on the ticket need to be notified, that can be done with Notify Other People.
  • If external users need to be notified, that can be done with Other Email Addresses.
• When you are ready to send the comment, set the "Time Type" to Keeping the Lights On, ensure the correct date is selected, enter the "Hours" you spent, and select Save.
  • Time will be tracked as two minutes or five-minute periods after that point, rounding to the closest value. For example, if you spent 14 minutes on a ticket, you would track it as 15 minutes (.25 hours). Minute values as hours:
    • 30 minutes = 0.50 hours
    • 25 minutes = 0.42 hours
    • 20 minutes = 0.33 hours
    • 15 minutes = 0.25 hours
    • 10 minutes = 0.17 hours
    • 5 minutes = 0.08 hours
    • 2 minutes = 0.03 hours
• Select Save, the changes should show in the "Feed", then you can close the ticket.

Escalate

• Select Actions > Reassign Incident (or Reassign Service Request).
• In the New Responsibility box, enter the name of the new responsible team.
  • Please note that it is possible to enter individual names in this box instead of a team. However, it is advised against doing so.
• Leave the Notify the new resource of the assignment box checked.
• In the Comments box, enter a note explaining the reason for the reassignment. Examples:
  • If the user requests a PEA change, your comment may be "Escalating for PEA change".
  • If the ticket needs to go to another OIT team, your comment may be "Escalating to be sent to X team for Y reason".
  • If you’re unsure of what’s needed and escalating for help, your comment may be, "User is requesting X, and I am not sure what that means".
• Select Save.
  • The changes should show in the "Feed", and then you can close the ticket.