TDx Ticket Standards and Status Types

This article describes expectation of IT staff for managing tickets assigned either individually or to a group.

Ticket Status Types

• New:  Used when the ticket is first submitted and work has not started.  When a Technician takes Responsibility for the ticket and starts work on it, the status must also be updated to In Process.

• In Process:  Used when a ticket is assigned and work has started but is not yet completed. Tickets should be updated on a regular basis. Communications about the ticket should be documented to create a proper paper trail for others. 

• Scheduled:  Used to indicate that an appointment has been made with the client for a Technician to complete the request.

• On Hold:  Used when a Technician is waiting for action by someone else outside of IT and may continue later (e.g., waiting for a vendor or the customer). To be more specific, “On Hold” means that there is no task an IT professional can perform until there is an action or response from someone external to IT, including on-campus entities, such as Operations Support and Innovation (OSI) and Institutional Assessment & Research (IAR). However, if an IT Admin Support technician is waiting for Accounts Payable to pay an invoice, the ticket should remain “In Process.” (See attached "TDx On Hold Status" for instructions.)

• Completed:  Used when the Responsible Technician completes all work on the ticket. 

• Cancelled:  Used when a customer withdraws their request or when IT determines the ticket was submitted in error (e.g., service is provided by another organization on campus, such as Facilities).

• Re-Opened:  Used by a Technician when a ticket is determined to be incomplete within three (3) days of being changed to the Completed status. If more than three days have elapsed, a new ticket should be submitted.

Ticket Response Times

• New tickets should be reassigned from the initial Reviewing Group to the Responsible person within 24 hours of submission.

• In Process tickets should be updated regularly (e.g., weekly).

• On Hold tickets should be updated at least every 14 days.

• Tickets may be Completed if a customer fails to respond after three (3) documented attempts via email (through the ticket).

Assigning Tickets to Others

• For tickets that are initially assigned to a Reviewing Group, the ticket should be reassigned to an individual within the time frame specified for initial response (e.g., within 24 hours).

• If a ticket is submitted to the wrong Group or individual, the ticket should:

  • Be assigned to the correct Group or individual; or

  • Be assigned to the Help Desk immediately (TSS - Help Desk)

  • NEVER be Unassigned. (Do NOT choose "Unassign Service Request" under Actions.)

• When reassigning, change the status to New and include a comment documenting the action. This will ensure that the ticket is reported in the correct status to the new person.

• The new Responsible party shall change the Ticket to the correct Ticket Form, if necessary.
   

WebHelp vs. TeamDynamix Status Changes (3/27/18)