Identify the ticket class to follow the correspondent SOP for that issue. Identify the main or first issue within the ticket, tag the ticket with the correct class, and follow the SOP for that ticket class.
Motivation
This SOP will help the Helpdesk to easily organize the tickets so they can be resolved faster and standardized.
Existing Procedures or References
No response
Impact
This SOP will guarantee that the tickets are correctly classified, this will improve the workload of the Helpdesk, reduce answering time, and facilitate the gathering of information for statistics about users reporting issues and service performance.
Stakeholders
Central and nodes Helpdesk
Additional Information
No response
Requester GDI role
Not sure
Requester GDI Node
No response
Confirmation
[X] I have searched the existing SOPs and this request does not duplicate an existing SOP.
[X] I understand that submitting this request does not guarantee the creation of the SOP.
SOP topics
Helpdesk & operations
SOP type
None
SOP Title
Helpdesk ticket classification
Detailed Description
Identify the ticket class to follow the correspondent SOP for that issue. Identify the main or first issue within the ticket, tag the ticket with the correct class, and follow the SOP for that ticket class.
Motivation
This SOP will help the Helpdesk to easily organize the tickets so they can be resolved faster and standardized.
Existing Procedures or References
No response
Impact
This SOP will guarantee that the tickets are correctly classified, this will improve the workload of the Helpdesk, reduce answering time, and facilitate the gathering of information for statistics about users reporting issues and service performance.
Stakeholders
Central and nodes Helpdesk
Additional Information
No response
Requester GDI role
Not sure
Requester GDI Node
No response
Confirmation