Note: The internal HelpDesk FTS group is called "OIT TEI Service Desk Escalations".
Expectations
- Never escalate to a group that starts with "OIT" without being told to do so by a FTS.
- Escalate these tickets to the OIT TEI Service Desk Escalations instead, this is the designated group for FTS.
- The two exceptions are OIT TEI Desktop Support and OIT TEI Emerging Technology Support.
- You can escalate there without first going through FTS.
- Make sure the description is up-to-date before escalating.
- It should always contain:
- A full description of the user's issue or request. Not merely a summary — include all the information the user provides.
- A chronological explanation of every action or troubleshooting step you went through, including ones that did not work.
- A list of things that still need to be done on the ticket. If you are escalating, there should at least be one.
- If applicable, it should also contain:
- Contact information for the user (if it is not an email ticket)
- Screenshots (attached to ticket)
- Exact error messages
- Asset number if it is a UTD computer
- Device model and OS version information
- Building and room number if on-campus
Note: Remember that the description is visible to users. Use proper grammar, describe the issue accurately, and do not editorialize.
- You must always include a comment when you escalate a ticket.
- Tell the new group exactly what you need them to do and why, even if this is already mentioned in the description.
- If you are unsure where to escalate a ticket, please ask. Do not guess.
- The Knowledge Base or existing chats in Teams may also have information telling you where to escalate.
Escalate Ticket
- In TeamDynamix, select Reassign Incident (or Reassign Service Request) from the "Actions" menu.
- Choose the group you are escalating to and make sure you include a comment, then click Save.
