1. Standard Follow Up Procedure
Updating EXISTING Ticket in PSA
Ticket logging information would always include: timestamp, reason for calling, triage information, what steps we took to resolve issue
Click on Ticket #
Add entry to ticket
Set the following:
Status
Ticket Type
Priority
Issue Type
Sub Issue Type
Due Date and Time
Issue Resolved?
Set ticket status
Yes No
Respond and Follow Up, if needed and assigned by Level 3
Escalate to Level 3
Close Ticket
Escalation or Follow-up (assign to appropriate queue, as needed)
Escalate to Third Party Vendor and/or NOC
Standard Follow Up Procedure
If further information is needed to address a ticket, the following procedure will be implemented:
Request for additional information is made to client.
If no response within 4 hours, a second follow up request is sent.
If still no response after 4 more hours, a reminder request is sent off.
Finally, with no reply after 3 cycles of follow ups, we will note the ticket accordingly and close it.
In the event that the client responds after the ticket has been closed, we will simply reopen the same ticket (as long as it is still relevant). If a new issue, we will open a new ticket.
Standard Follow Up (no escalation needed)
Log Follow up
Close Ticket

2. Standard Follow Up Procedure
Logging NEW Ticket in PSA
Ticket logging information would always include: timestamp, reason for calling, triage information, what steps we took to resolve issue
Click on +Add
Create new ticket
Set the following:
Status
Ticket Type
Priority
Issue Type
Sub Issue Type
Due Date and Time
Issue Resolved?
Set ticket status
Yes No
Respond and Follow Up, if needed and assigned by Level 3
Escalate to Level 3
Close Ticket
Escalation or Follow-up (assign to appropriate queue, as needed)
Escalate to Third Party Vendor and/or NOC
Standard Follow Up Procedure
If further information is needed to address a ticket, the following procedure will be implemented:
Request for additional information is made to client.
If no response within 4 hours, a second follow up request is sent.
If still no response after 4 more hours, a reminder request is sent off.
Finally, with no reply after 3 cycles of follow ups, we will note the ticket accordingly and close it.
In the event that the client responds after the ticket has been closed, we will simply reopen the same ticket (as long as it is still relevant). If a new issue, we will open a new ticket.
Standard Follow Up (no escalation needed)
Log Follow up
Close Ticket