Technology Services Support Prioritization

Definitions

Trouble Ticket – A work request issued when a Technology Services supported PC, printer, software, or telephone is keeping a University employee from doing their job.

Work Order – A work request for tasks such a new or replacement computer installation, installation of additional software, or a network change such as relocation of a network outlet that is not critical for the job function. Such tasks can be performed by a single technician with support from the Technology Services help desk and/or Technology Services management.

Project – A work request for tasks that are more complex in nature that will involve more than one technician and/or will likely take more than one day to complete.

Prioritization

1.      Trouble Ticket for a faculty member.

2.      Trouble Ticket for a non-faculty member.

3.      Work Order for a faculty member.

4.      Work Order for a non-faculty member.

5.      Project for a faculty member.

6.      Project for a non-faculty member.

Escalation

If a work order for a non-faculty member remains open for more than twenty-one calendar days, it will be escalated to the next priority level.

Exceptions

Extraordinary situations will result in the temporary suspension of the above prioritization. These situations will be documented and reported.

Reporting

Technology Services will produce monthly reports showing number of work requests received and processed by prioritization level including the average age of completed requests and the average wait for incomplete requests.