Tickets! How do they Work?

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Presentation transcript:

Tickets! How do they Work? BASIS.ed information technology

Application Support Team Systems Administration End User Request HappyFox SharePoint Email Request Local Technology Coordinator Mesa Goodyear Chandler Tucson Oro valley Escalated Issue to T2 T2 Support Application Support Team Escalated Issue to T3 T3 Support Systems Administration Academics Data Management External Vendors Escalated to Development T4 Support BMD Development Internal Development

Ticket Creation An employee submits a ticket via the available options below. HappyFox http://help.basised.com/ SharePoint http://docs.basised.com/ Click on the email to ticket directory to find the email that is associated for your school https://basised.happyfox.com/staff/kb/article/9-HappyFox-email-to-ticket-directory Email

Ticket Process (tier 1 support) Once the ticket is created, it will be automatically assigned to the local Technology Coordinator. Peoria Mesa Goodyear Chandler Tucson Oro valley Shenzhen Silicon Valley Mclean

Ticket Escalation (tier 2 support) If the Technology Coordinator is stuck they escalate the ticket to our Central office to resolution. Application Support Team

Ticket Resolution (tier 3 support) Escalated tickets that cannot be immediately resolved are routed to the appropriate queue based on the issue. Issues will be routed to development if necessary Systems Administrators Academics Data Management External Vendors SharePoint BMD Development Internal Development