TDX: Mis-Assigned Ticket Process

Guide Topic

What the process is when a ticket has been mis-assigned.

Instructions

• If you are the first mis-assignment
  • Email the manager of the team that sent the ticket to you explaining what to look for in the ticket that says it goes somewhere else. CC the manager of the team you think should get the ticket as well.
• If you are the second mis-assignment
  • Assign the ticket back to Primary service desk.
  • Reach out via teams to the manager of User Services and the 2 senior User Services advisors (Currently Homer Hensley, Leah Fenner, and Tim Hall) with the ticket number and let them know it was redirected twice. 
  • Then email the manager of the team that sent the ticket to you explaining what to look for in the ticket that says it goes somewhere else.
• User Services will ping this out in the OneIT chat and will reach out to the manager of the team that is determined to be the owner and confirm it. Then will transfer to the appropriate queue.