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To remove this information, highlight the sensitive or restricted information and overwrite it with the word 'OMITTEDREDACTED'. Once this information has been removed, you may continue to work the ticket.
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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 Ticket History to assist in identifying appropriate team
A (perhaps the) primary concern of ticket dispatch is the identification, assignment, and distribution of tickets 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 to which the ticket was originally 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 , as well as other information about the user that may assist in appropriate dispatch. The screenshot below shows a ticket that was in the dispatch queue and was addressed to itap@purdue.edu.
If
the ticket is addressed to itap@purdue.edu,Although they appear in the general dispatch queue, this ticket was initiated by the customer as a Krannert Computing Center request (kcchelp@purdue.edu).
This ticket was addressed to CLA IT (ithelp@purdue.edu).
The History tab also provides useful information that may assist with determining the ultimate assignment of the request.
This user's department is College of Liberal Arts (CLA), and they are classified as faculty (this information can also be found in the "Contact" tab). Depending on the nature of the request, it would be appropriate to expect this ticket to be dispatched to CLA support (ITAP_CLA_SUPPORT) if the request is not something handled by the CSC directly, or ITaP generally.
If the nature of the request, or how such a request is fulfilled, is unclear or unknown, it will either be escalated to the ITPMITAP_CSC_REPRESENTATIVES REPRESENTATIVES queue or the ITPMITAP_CSC_SPECIALISTS queue based on the customer's affiliation. This information can be found on the Contact Information tab.
- For Faculty and Staff, assign tickets to ITPMITAP_CSC_SPECIALISTS.
NOTE: Staff listed with the Position Title Student Service should be assigned to ITPMto ITAP_CSC_REPRESENTATIVES. - For Students, assign tickets to ITPMITAP_CSC_REPRESENTATIVES.
Categorization & Priority
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Compromised Account/Password Scrambled: username [STEAM-CIRT]
For dispatch tickets with the above label:
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When customers leave a voicemail after calling 4-4000, a copy of this message is sent to itap@purdue.edu and and it generates a ticket. These voicemail tickets will come into DISPATCH. As such, the attached message should be listened to, with a description of the issue written up in the tech notes, a brief description updated in the ticket title, and the customer information updated, if possible. Please precede these ticket titles with "VM - " to indicate that it is a ticket that originated as a voicemail. Ex: "VM - Boilerkey BoilerKey setup"
SPAM
Every now and then there will be tickets in the queue Occasionally, emails/tickets will be generated that are spam. These tickets are not usually submitted using a Purdue Career Account (i.e. sent by a random email address). Most of them are pretty obvious that they are spam, but if you are ever unsure, follow up with leadership.
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Since the CSC functions as Tier 1 support for AgIT users, we will often have AgIT tickets in our system.
However, just because a ticket is FOR an Ag user, doesn't mean it's an AgIT issue. It's the ISSUE that makes it an AgIT ticket, not the user.
For example, an Ag user with a Boilerkey BoilerKey issue, is still a Boilerkey BoilerKey issue. An Ag user with a Password issue, is still a password issue.
For the most part, unless the issue revolves around an Ag specific piece of hardware, Ag specific piece of software, or some sort of Ag managed service... probably still a CSC issue and should be categorized as such.
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- "Avecto Privilege Guard - User request for application"
- This is a request by an Ag user for an Ag piece of software to be installed on an Ag machine (Ag issue)
- Classify it as: IT Professional Services >> Training & Consultations >> Technical Support
- Assign to ITPMITAP_CSC_SPECIALISTS
- Some form of a Quicken issue reported by someone from a County Extension Office
- Quicken is the software used by the County Extension Offices to manage their finances (Ag issue)
- Classify it as: IT Professional Services >> Training & Consultations >> Technical Support
- Assign to ITPMITAP_CSC_SPECIALISTS