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.