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CIS Ticket Process
- 1. January 2012
- 2. CIS is dedicated to providing excellent client-centered services to the HMC community. We promote the mission of HMC with reliable, innovative, and convenient technology. We provide customer support that is friendly, knowledgeable, and responsive while working collaboratively with clients to develop effective and relevant solutions. Created by CIS in Sep 2009
- 3. Ticket Life Cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work,; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback
- 4. Ticket Life Cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback
- 5. Ticket Life Cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback
- 6. Ticket Life cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback
- 7. Ticket Life cycle Owner Assignee User If not owner, Tells story or Collect Request Information review assignment makes request ONCE Ensure work is Do work, Answers communicate additional Open done & keep user informed with owner or questions, gets user as needed updates Check work; let Signs off that Assert finished, work is indeed Finished user know; gather feedback review feedback finished; gives feedback