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January 2012
CIS is dedicated to providing excellent client-centeredservices to the HMC community. We promote themission of HMC with re...
Ticket Life   Cycle      Owner              Assignee              User                                    If not owner,   ...
Ticket Life   Cycle      Owner             Assignee              User                                   If not owner,     ...
Ticket Life   Cycle      Owner             Assignee              User                                   If not owner,     ...
Ticket Life   cycle      Owner             Assignee              User                                   If not owner,     ...
Ticket Life   cycle      Owner             Assignee              User                                   If not owner,     ...
CIS Ticket Process
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CIS Ticket Process

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How CIS uses the Footprints ticket system

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CIS Ticket Process

  1. 1. January 2012
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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

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