Ticket Updates - Steps to Follow

Eltina Pride Updated by Eltina Pride

How to update ASC tickets.

This HelpDocs is for EUC staff to use to help them with updating tickets per Avita standards.

New Ticket:

  1. Get the name of the device with the issue. (verify)
  2. If it is a peripheral, what device is it attached to?
  3. What steps did you take to troubleshoot?  (If Printer, use printer Macro) List each item performed:
    1. Item 1 - (list each item/task you performed)
      1. What were the outcomes?  
    2. Item 2 - (list each item/task you performed)
      1. What were the outcomes?
    3. Item 3 - (list each item/task you performed)
      1. What were the outcomes?
    4. What are the next steps that need to be taken?
  4. Are you adding a Teams tag and escalating?
    1. Yes –
      1. In Teams Tag – Ask a person based on the Escalation Matrix
      2. What do you need from them?
      3. If they don’t respond, verify they are not OOO and then ping Nita or Eltina for assistance (on the channel)
    2. No –
      1. What are you doing? 
        1. Forwarding to Meriplex? Ping Service Desk Leadership before moving to them so we can verify next steps.
        2. Call Pioneer or ask the site to contact PioneerRx -remind them to get the ticket number from whoever they talk to.  (Recommend that they use the green button or text Pioneer, as these automatically create the ticket.) 
          Please send them the following link so they know who they should be reaching out to in the future: When to Call Pioneer.
        3. Reach out to Infra for network assistance.  (Add to ticket and then ping him/them in the Teams Channel - @Alex…)
        4. Other- what and why
  5. After you receive feedback/assistance on any of #4, put that information in the ticket. (Do this DAILY.)
  6. See the “Customer Failing to Respond” section below if the customer is not responding.
  7. Update the ticket title to verify it is correct after your review. Include site and device if not already there.

 Existing Tickets:

  1. Start at #3 above
  2. If, after all of this, it has been determined that a device needs to be replaced.
    1. Get pictures if needed for device issue, if they have moved the device, etc., to verify connections are correct.
    2. Walk the customer through the procurement process.  Be sure they reference the incident ticket. (Avita Technology Store)
    3. Once the device is ordered, the procurement ticket information will be added to the incident ticket, which can be closed. You will make sure you are added to the replacement ticket so that you can work with the customer/site when the new device arrives.  (New procurement ticket will replace the old ticket, update customer on the process of the new ticket, update original ticket with new information, and ticket number)
      1. You will monitor the eta of delivery on the new procurement ticket
      2. Will it need SmartHands? 
      3. Yes –
        (a)  Gather customers' preferred install date & time and add that to the ticket
        (b)   Add Nita or Eltina to the ticket so they can create the work order.
        (c)   Once the work order is scheduled, you will create a calendar appointment with yourself and the customer for that date and time for the estimated appointment length.
      4. No –
        (a)   Create a calendar appointment with yourself and the customer for that date and time, for the estimated appointment length.

Customer Failing to Respond:

  1. If the customer fails to respond after 2 days, and they are not OOO:
    1. Add their manager to the ticket as a CC (if not already added)
    2. Add a request for a response after adding the cc
  2. Schedule a 15 - 30 minute calendar appointment with the customer on their calendar (in a slot they are available). Note the date and time in the ticket.
  3. If they still fail to respond, cancel, or no-show for the meeting,
    1. Please ping their manager for assistance in Teams and copy to the ticket once you do and receive their response.
  4. Escalate to Service Desk leadership to reach out.

 

 

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