360 Clean-up Expectations
What should be done to document resolutions and close tickets
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Audience: IT Building Techs
System Preference: N/A
Please refer to this document if you have questions about setting up dedicated time to cleaning-up and closing tickets for your team. We would like weekly time set where you can be uninterrupted and focused.
Dedicated time for ticket response:
Decide on an hour a week (re-occurring) that will be set aside for ticket clean-up, updating, and closure. The day of the week can be determined by team. Please determine your team's day and time and communicate this to Anastasia and your building leadership if necessary. This should be an hour were there is the ability to close your doors and ignore calls in order to focus. If you have any concerns or questions, please let Anastasia know.
When updating a ticket, please put in plenty of detail so that it is known what are the next steps that will be taken.
As for closing tickets, please put in information about the resolution. Avoid using something generic like "old, closing ticket." Please add in anything that may help us determine why it was closed if we need to go back to it. ("vendor said to do X and that resolved the issue", "Mrs. Teacher no longer works for the school district and so we are closing this ticket", etc.)
If I ticket seems more like something you will need to wait on (more than a few days and not on an update from the requester), please set the status of the ticket to "On-hold" or "In Progress". Also, if the ticket has a specific start date, update the start date to align with the ticket request.