(TIC) What if the ticket has incomplete details?

Last updated about 8 years ago

  • If a client is requesting for a trouble ticket and the details are incomplete. The SD should send the template below to the client
    • To formally acknowledge your request please do fill out the required details below for us to create a ticket and assign it to our engineer accordingly.

      Support Details:

      Contract ID             :
      Technical Contact       :
      Phone Number    :
      Email Address   :

      Details of the Support Call

      Hardware Manufacturer   :
      Hardware Model          :
      Serial Number           :
      Category                        :
      Priority                        :
      Hostname                        :
      Site Contact Person             :
      Site Phone Number               :
      Site Email Address              :

      Site Location City              :
      Detailed Description of the problem:

  • Once we receive the filled out template form from the client. We need to verify if the ticket is under our scope or not by checking the asset lists per account.
  • If a ticket is under our scope. Create a ticket