1 / 6

Tickets! How do they Work?

Learn about the Basis Ed IT ticketing process, from ticket creation to escalation and resolution. Discover how .Tickets! work and how your issues are managed by the support teams. Find guidance on submitting tickets via HappyFox, SharePoint, or email.

audrey-salinas
Download Presentation

Tickets! How do they Work?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

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

  2. SharePoint Email HappyFox Request • End User Request Local Technology Coordinator Goodyear Tucson Chandler Oro valley Mesa 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 Internal Development BMD Development

  3. 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

  4. 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 Mclean Silicon Valley

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

  6. 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 Data Management External Vendors SharePoint Systems Administrators Academics BMD Development Internal Development

More Related