Request for Service
Request for Change
A and B
A, B and C
When a ticket is assigned
When a ticket is Transferred
When a technician accepts ticket
When a ticket is re-routed
When a client reports there is a problem with a device
When a client wants something new or something changed
When a Program is installed
When a phone needs fixing
When something is broken
There's a default?
After a Ticket is Acknowledged, place in Pending
When you are on your way to take care of a problem.
Pending is appropriately used when the end user understands it will take more than a few minutes to fix the problem.
Pending is used when there is something that is keeping the Technician or Anaylst from performing their duties to complete the RFS or Problem Ticket.
WIP means Work in Progress. And it is used when there is nothing else to do.
WIP mean Work in Progress, and is used when an analyst or technician has acknowledge ticket or has been assigned a ticket. And is working on the issue.
"Other", then I don't have to put the reason why
The reason for Pending and I must notate a valid reason in the ticket.
I just have to choose something like Vendor or Other to stop the clock and I can get to the ticket later.
The reason for Pending ie: Customer, Other, Vendor etc. And include a valid reason.
B and D
WIP, does keep track of the time of how long this ticket takes to be resolved
WIP, does not keep track of the time of how long this ticket takes to be resolved
1 business day
2 business day
P1 means 1 day, P2 means 2 days, P3 means 3 weeks if you put in Pending
These are status' for Priority tickets
P1, P2 and P3 are Priority Status'