Guide Topic
Assigning Standard Tickets to Problem Management within Campus Support Services (CSS)
Information
A single unplanned event that causes a service disruption is logged by the Help Desk as an “Incident Ticket,” which is then sent to Campus Support for resolution. If the Help Desk determines that the disruption is significant in scope or involves multiple similar incidents, the issue is then logged as a “Problem Ticket” and will inform Problem Management and CSS staff of the heightened status.
Problem Management will work to resolve the root cause, determining whether there is a fix or a workaround solution. Then they will create a KA for the TCC Service Center that details the issue and resolution, and inform CSS staff and the Help Desk so the tickets can be worked and closed on each campus.
Process
The process of determining and assigning “Incident Tickets” to “Problem Tickets” is as follows:
- Ticket assigned to CSS technician. If the technician is unable to resolve the situation, the ticket is documented with all work performed and given to a CSS Specialist.
- If the CSS Specialist is unable to provide resolution, the ticket is again fully documented and assigned to a CSS Coordinator.
- The Coordinator seeks informed campus resources to resolve the issue. If no resolution is forthcoming, the Coordinator then ensures that all work done to that point is fully documented and hands off the ticket to Problem Management. (Note: ticket will be returned to Coordinator for additional input if situation is not properly documented.)
- Ticket is assigned to Problem Management for resolution which will then be documented, published and shared as a KB article for future reference.