CIS Ticket Process

January 2012

CIS is dedicated to providing excellent client-centeredservices to the HMC community. We promote themission of HMC with reliable, innovative, andconvenient technology. We provide customer supportthat is friendly, knowledgeable, and responsive whileworking collaboratively with clients to developeffective and relevant solutions.Created by CIS in Sep 2009

Ticket Life Cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work,; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback

Ticket Life Cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback

Ticket Life cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback

CIS Ticket Process

by Joseph Vaughan

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CIS Ticket Process Presentation Transcript