FAQ Category: Dispatch Workflow Topics

Client calls in to report issue, what do i do?

1. Ask appropriate questions such as symptom, when was the last time it worked and try to determine from client if the issue is urgent.  Do not ask if it is urgent. Decipher the answer by the way they respond.
2. If it is a priority for them, seek immediate help desk help.
3. If it is not a priority, advise client that you are creating a ticket and will get it into the hands of a technician soon.  Explain they will hear back from you shortly on when the technician will be calling them to work on the issue.  Encourage them to use the self ticket submission feature from their computers in future to expedite their requests and allow us to prioritize.  However, if it is an emergency, please call us.
4. Create ticket and assign to technician as appropriate.
5. Notify technician.

I received a call or ticket for all systems down or Priority 1

All emergencies and priority 1 cases must be handled immediately.

1. Assign to the next available tech within that region.
2. Notify David of the emergency.  Txt him or email. If no response within 1 minute. Call him.  If no answer, leave VM.
3. Follow up with technician every 15 minutes on status.
4. If technician needs help, the tech will know their own process to take to seek guidance on technical troubleshooting.

Technician needs help. Who are the escalation points for the tech?

James, Dan, and Brian. If none of them are available, then go to David.