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 clicking Actions, then Take Service Request (or Take Incident).

Edit Ticket

1. Set Classification to Service Request 
   • If the Classification needs to be changed, click Actions, then 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 Admissions CRM and Communications / 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. Click Save