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Tickets! How do they Work? BASIS.ed information technology
SharePoint Email HappyFox Request • End User Request Local Technology Coordinator Goodyear Tucson Chandler Oro valley Mesa Escalated Issue to T2 T2 Support Application Support Team Escalated Issue to T3 T3 Support Systems Administration Academics Data Management External Vendors Escalated to Development T4 Support Internal Development BMD Development
Ticket Creation • An employee submits a ticket via the available options below. HappyFox http://help.basised.com/ SharePoint http://docs.basised.com/ Click on the email to ticket directory to find the email that is associated for your school https://basised.happyfox.com/staff/kb/article/9-HappyFox-email-to-ticket-directory Email
Ticket Process(tier 1 support) • Once the ticket is created, it will be automatically assigned to the local Technology Coordinator. Peoria Mesa Goodyear Chandler Tucson Oro valley Shenzhen Mclean Silicon Valley
Ticket Escalation(tier 2 support) • If the Technology Coordinator is stuck they escalate the ticket to our Central office to resolution. Application Support Team
Ticket Resolution(tier 3 support) • Escalated tickets that cannot be immediately resolved are routed to the appropriate queue based on the issue. • Issues will be routed to development if necessary Data Management External Vendors SharePoint Systems Administrators Academics BMD Development Internal Development