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Field | Description |
|---|---|
Project |
|
Issue Type |
|
Summary (Subject) | Short, descriptive title |
Description | Include original user request, issue summary, actions taken, next steps |
Assignee | Current Agent assigned to Request |
Reporter | Reporter of the Request |
Consolidated Categories | Select from CENV Ticket Taxonomy |
Urgency | How quickly resolution is needed |
Impact | Who or what is affected |
PriorityAutomatically calculated | Calculated from Urgency and Impact |
CENV Department | ESCI, ENVS, UEPP, etc. |
Building | AH, ES, ISB |
Room NumberExact location | Numeric Value of Related Room |
Assigned to Group | Appropriate support team |
...
High: Immediate attention
Medium: Within a few days
Low: Not urgent
Priority Matrix
Impact \ Urgency | Low | Medium | High |
Low | Low | Medium | Medium |
Medium | Medium | Medium | High |
High | Medium | High | Critical |
More details:
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Notify the next person via Teams or email so they are aware of the handoff.
Inform the requester that their issue has been handed off to another team or person.
Example to team: "Assigned ticket #1234. Network-related issue."
Example to user: "Assigned your issue to Network Team; they will contact you shortly."
Internal Notes vs. Reply to Customer
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