Conversation Starter

Flow of RT tickets

Pre-requisite: RT Form
Update RT pages to include
Different Categories /
Targeted Prompts

1) CAMPUS USER ENTERS RT TICKETS – (now with more information)  If user enters with wrong category, support can override/correct

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2) RT TICKET ARRIVES WITH MORE INFO AND MORE DEFINED CATEGORY

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3) Functional Support response:                                      

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Backwards towards Campus:

Updated FAQ, Solutions

Updated RT Prompts

Targeted training

Updated Manuals

“Help” buttons, etc.

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Vetting before Forwarding to OIT

  • What type of priority?
  • Can it be done functionally?
  • Identify expertise in Functional area

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Working through issues w/OIT

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 We only control half this relationship:

Communication

Collaboration

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