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. 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.
If the ticket is addressed to itap@purdue.edu, it will either be escalated to the ITPM_CSC_REPRESENTATIVES queue or the ITPM_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 ITPM_CSC_SPECIALISTS.
NOTE: Staff listed with the Position Title Student Service should be assigned to ITPM_CSC_REPRESENTATIVES. - For Students, assign tickets to ITPM_CSC_REPRESENTATIVES.
Categorization & Priority
Tickets are to be categorized based on the customer’s explanation of the issue. The recommendations for Category and Services fields are documented in the attached PDF in KB Article #791500. This document includes descriptions for Category and Service, along with examples of associated Service Owners and Technology.
Urgency and Impact fields should reflect the current understanding of the issue and can be updated as the situations warrants. More information can be found in KB Article #724547.
Issues of a time sensitive nature need to be indicated as such using the Priority Increase field 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
When customers leave a voicemail after calling 4-4000, a copy of this message is sent to itap@purdue.edu and 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.
SPAM
Every now and then there will be tickets in the queue 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.
To label a ticket as spam, open the ticket, then apply the PM.CSC SPAM quick issue template.
Returned Tickets
If a ticket to returned to Dispatch for the CSC, the original Representative or Specialist should be assigned as the owner.
0 Comments