Triage Element451 Tickets

Information

This article details how to triage any tickets coming in to the Support Desk queue about Element 451. 

Environment

  • TDX
  • Element451

Process

Claim Ticket:

Call out the ticket ID number in the Support Desk Chat to let the team know you are triaging it.
Take responsibility for the ticket by navigating to Actions > Take Service Request (or Take Incident).

Edit Ticket:

1. Set Classification to Service Request 

  •   If the Classification needs to be changed, go to Actions > Edit Classification

2. Edit Ticket

  • Click Edit at the top of the ticket

 3.   Set Status to Open

 4.   Set Impact/Urgency/Priority to low

 5.   Set Responsibility to Academic Applications

6.   Set Service to Software / Element451

7.   Set Type to Business & Administration Support / Element451

8.   Set Knowledge Base Article to Triage Element451 Tickets
      
9.   Set First Call Resolution to Yes

10. Save Changes and Exit Ticket

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