Page Comparison

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1. Select Resolve This Issue at on the right-hand side of this ticket view. 

2. Add comments as appropriate.

3. Click Resolve this issue. 

Submission Tickets (Not Assigned to an Individual)

1. Click on the ticket number to open it

2. Assign the ticket to yourself immediately by clicking on the Assignee field (right side) and choose choosing your name. This advises other agents that someone is working on the ticket.

3. Review the ticket and determine the next action to be taken.

4. If further information is required from the customer, choose Respond to customer (drop-down on the left side).

   1. There are canned responses available in the KB for use in the comment box, see /wiki/spaces/AIT/pages/26013405374.  Choose Choose the appropriate response and copy it to the comment box (Respond to customer tab). Sign off on your comment with “Regards” and your name.

5. Click Respond to Customer. 

6. If Internal comment is chosen, an email will NOT be sent to the customer.

7. Remove your name as Assignee. The ticket status will change to Waiting for Customer.

8. Click on your Dashboard to view the Technology Support Center’s queue.

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1. Click on a ticket number to open a ticket.

2. Assign the ticket to yourself immediately by clicking Unassigned (right side) and choosing your name. This shows other agents that someone is working on the ticket 

3. Review the ticket, determining if the agent has completed the ticket properly and that the right course of action is recommended.

4. Complete any action as recommended such as Status, Respond to Customer, Resolve, Assign to Team.

5. Remove the label TSCQA.

6. Delete yourself as Assignee.

7. Copy any comments to the customer.

8. Close the box by clicking on the status (Status, Respond to Customer, Resolve, Assign to Team).

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Global Issues

1. Click Create.

2. Issue Type: click Click the drop-down and choose Global Issue.

3. Summary: Enter a brief summary of the issue.

4. Description: Enter the full description of the issue.

5. Choose the appropriate Components (including Technology Support Center).

6. Incident Type: Choose the appropriate type.

7. Service(s) Impacted: Choose the Appropriate service. If the service isn’t is not listed, you must choose Other and enter the service in the Service Impacted (Other) field.

8. IT Status Wording: Enter the text that will appear on the IT Status page.

9. Assignee: Leave blank.

10. Click Create.

Comments

You have a choice of Add internal note or Reply to customer. If a comment made was an internal comment, you will see INTERNAL to the right of the comment. If you do not see INTERNAL, then an email was sent to the customer.

If you would like to edit an internal comment, you must be on the Comments view (not the All view), click on Edit and edit as needed, and then click Save.

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