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Put something here about what FootPrints is and why it is used.

Ticket Handling

  • One issue per ticket
    • If a customer submits a ticket or calls with multiple issues, each issue must be captured in a single ticket with the appropriate information.
  • Ticket should be open and timer running while working the issue
    • Pause timer when not working the ticket
  • Customer Information
    • Customer name should be captured along with email address and phone number.  Joe Public (jpublic) should only be used if you are unable to resolve a Purdue customer. Customer Information tab should not be left blank.
  • Activity, Type, and Sub-type
    • Follow Time to Deliver standards
  • Urgency and Impact
    • Fields should reflect current understanding of the issue.  Should be reviewed and updated at resolution to make sure it’s accurate.  These can and should change as the case progresses.
      • Work Stopped - the customer is unable to work
      • Work Impaired - the customer can work, but conditions are not ideal
      • Working Normally - the customer is able to work normally
  • Tech Notes
    • The Tech Notes field should capture the technical details of the case which are usually not appropriate for the Customer Notes field. Tech Notes should be used to record any troubleshooting steps the CSC takes, any information confirmed with the customer, exact text of error messages, or instructions or questions to tier 2/tier 3 teams.
    • Tech Notes should capture the resolution of the case for future reference.  Example: If an individual is having a problem with Outlook, and the CSC is able to resolve, the Tech Note should describe in detail the steps taken to fix the problem. If the customer calls back, any other employee referencing the case should be able to tell exactly what happened.
  • Customer Note
    • Customer Notes field should only be used for supporter-to-customer communication – not for supporter-to-supporter (internal) communication. Notes to other support teams and technical details of the case should be captured in Tech Notes.
    • All cases created by the CSC should have an initial Customer Note entry. If creating a case, and immediately escalating, a simple note indicating the topic of the case and notifying the customer we’ve escalated for review is appropriate.
    • Customer Notes should be free of grammatical and spelling errors, should properly address the customer, and include the CSC standard signature.
    • When sending a KB article to a customer, the instructions should be inserted in the Customer Note, along with a brief introduction and greeting to the customer.
  • Notifications
    • The check box to send a communication to the customer should be checked, as appropriate.
  • Ticket Type
    • Must contain an entry.
    • Failure is to be used when a customer is experiencing an error, or encountering a problem. If something was previously working, and now isn’t, or has never worked correctly, Failure should be used.
    • Service Request is to be used for any other issue, and is the majority of tickets we process. Any time someone makes a request for a new account, modification to something, etc., is a Service Request.
    • No other type besides Service Request or Failure should be used without consulting management.
  • Asset Information
    • Must contain an entry.
  • Reassignments
    • Escalation to other tiers reflects expectations documented in the KB or internal documents, i.e. it doesn’t appear CSC staff is guessing where the case should go, resulting in a significant number of reassignments.

Escalating Tickets for Support Partners

When the CSC receives a call or a ticket from one of our IT support partners requesting that an issue be escalated to another group, an immediate escalation needs to occur.  Whether the ticket has originated from DISPATCH or by a direct call to the CSC, please assign the ticket to the appropriate team as requested. We need to trust our colleagues in these instances.

Management is working with support partners to encourage them to provide detailed information with these requests including specific support groups for escalation.  We would also ask that the IT person identifies themselves as such.

Over of the last couple of months, the CSC has been trying to directly dispatch more tickets from academic units when a specific group is requested, rather than triaging first at Tier 1.  The CSC will gladly escalate these tickets to our support partners in ITaP, however, there is a couple pieces of information that our DISPATCH team will need in order to route the ticket correctly.

First, we need you to identify that you part of an IT organization at Purdue.  I know a lot of times you will have a title and department listed in your signature, but our DISPATCH team needs to know this from the start.  We trust that you know where the ticket needs to go, but DISPATCH handles thousands of tickets a month and they are not familiar with everyone that works in IT.

Second, we need to know what TEAM the ticket needs to go to.  It’s important that you request a team, as DISPATCH may know know individuals by name and what groups they work for.  So an example of this request would state:

  • “My name is Dan Rhine and I am the Service Desk Manager for the ITaP Customer Service Center.  Please assign this ticket to ITIS_NETWORKING.”

If you can put a line similar to this at the very beginning of your message, it will help our DISPATCH team immensely in routing your ticket quickly and correctly.

Open Queue

  • Work tickets starting at the top of Open Queue and work down using the priority matrix defined in KB Solution 550217.
  • Tickets are to be assigned to yourself prior to working the issue.
  • Tickets should be addressed within:
    • 4 hours for Routine issues
    • 2 hours for Important issues
    • 30 minutes for Urgent and Critical issues

Tickets with ‘No Response’

If a customer submits a ticket to the Customer Service Center, they will have 6 business days to respond to requests from the CSC.  During this 6-day window, you will need to contact the customer a minimum of three times, using two different forms of contact.  Contact includes:

  • Email
  • Phone call and voicemail
  • Follow up with a supervisor, a TC/DCL, or a Service Manager/Academic IT Lead

The points of contact should be two days apart, and at the end of the 6th day, the ticket can be resolved with a message similar to the following:

<Customer Name>,

After attempting to contact you three times with no response in the past 6 days, this ticket has been resolved.  Please submit a new ticket or call the ITaP Customer Service Center and we will create a new ticket for you.  The phone number for the CSC is 4-4000.  Please call when you have time to work on this issue.

Thank you and have a great day,

For example:

  • Monday (Day 1) - Customer submits ticket.  CSC responds with an email requesting more information.
  • Wednesday (Day 3) - The customer has not responded to the previous email.  CSC calls customer requesting more information, but received voicemail.  CSC leaves a voicemail message.
  • Friday (Day 5) - The customer has not responded to the voicemail or email.  CSC sends a second email requesting more information.
  • Monday (Day 6) - The customer has still not responded to either email messages or voicemail.  The ticket can be resolved at the end of the day.
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