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To remove this information, highlight the sensitive or restricted information and overwrite it with the word 'OMITTED'. Once this information has been removed, you may continue to work the ticket.
Assigning Tickets
Tickets should always be assigned to a team only and never to an individual. This way, anyone on a specific team will receive notice of the ticket, not just the individual. If that person is out of the office, the ticket will go untouched until they return to the office.
Crosswalk
Using the crosswalk, tickets are to be dispatched to the appropriate team. The first thing you need to look at is the ‘History’ tab of the ticket. On this tab, you can locate the email address where the ticket was sent to (aka the ‘To:’ entry). If it isn’t directed to itap@purdue.edu then it will need to be escalated to the associated group via the crosswalk (attached). The screenshot below shows a ticket that was in the queue and was addressed to itap@purdue.edu.
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