Basic Request Process
Section titled “Basic Request Process”- All new user requests, computer provisioning, and user off boards will be assigned out by the intake coordinator or team lead.
- All other requests (distro lists, app installs, shared mailboxes) will be handled by a Request Team member. If the request is urgent, there should be an attempt to hand off live, if not urgent or unable to hand off live:
- The ticket will be triaged and the client will be updated with our standard first touch email.
- All relevant fields will be added to the ticket, and triaged to the Request Team Assignment Group and Assignment User. Assignment User will be determined by intake coordinator. This is determined based on many factors, including but not limited to: availability, current schedule, ticket count, etc.
- Tickets will not be left unassigned. If a request team member has a ticket assigned to them out of their scope or that they will not have availability to complete, it is their responsibility to warm hand off to another tech.