Tickets with ‘No Response’

If a customer submits a ticket to the Customer Service Center, they will have 1 business day (24 hours) to respond to requests from the CSC.  You should contact the customer at least once during this time, using the method in which the customer contacted the CSC (email for email, phone for voicemail, etc.)

If the customer does not respond within 1 business day, the ticket can be resolved with a message similar to the following:

Thank you again for contacting the ITaP Customer Service Center.  Since we have not received a response from you, your ticket is going to be set to Inactive.  You will have an additional 7 days to respond to this ticket to reopen it.  After 7 days, the ticket will be closed and you will need submit a new ticket to itap@purdue.edu or call the ITaP Customer Service Center and we will create a new ticket for you.  The phone number for the CSC is 765-494-4000 (44000 on campus).

Thank you and have a great day,

The ticket Status should be set to Resolved and the Resolution Code set to Inactivity.  You can also use the PM.CSC Inactive Ticket quick issue template.  This will send the customer a message about their ticket, but will not indicate that their issue has been "resolved."