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