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This article outlines the expectations for working tickets from the ITPM_CSC_DISPATCH queue in FootPrints.

Crosswalk

Using the crosswalk, tickets are to be dispatched to the appropriate team.

Categorization & Priority

Tickets are to be categorized based on the customer’s explanation of the issue.

Issues of a time sensitive issue need to be indicated as such prior to being dispatched.  Examples of such issues:

  • “I need this by tomorrow.”
  • “We are giving a presentation next week.”
  • “This is scheduled for 9:00am on Thursday.”

Voicemail

Voicemail tickets in Dispatch should be listened to, with a description of the issue written up in the tech notes and a brief description in the title.

Returned Tickets

If a ticket to returned to Dispatch for the CSC, the original Representative or Specialist should be assigned as the owner.

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