Cherwell - Training - Escalation Procedure

This document explains escalation procedure for the Help Desk.

Escalation is the act of moving a ticket's responsibility of completion from one department to another.

If the Help Desk receives a ticket which is requesting a Micros login be made for a student worker, the Help Desk is unable to complete this on their own and must escalate it to Union Business Systems. Before this escalation, the Help Desk is responsible for the completion of the ticket. Once the HD employee completes the escalation procedure, the ticket will appear in the Union Business Systems queue and they will be responsible for the completion of the ticket.


Escalation Procedure

In order to escalate a ticket, the following steps must be completed:

  1. Check Escalation Checklist
  2. Create First Contact Journal (if it already does not exist)
  3. Create Escalation Journal
  4. Choose the correct department to escalate to and understand their department-specific escalation information
  5. Create Escalation Task containing brief description of incident and a reference to your Escalation Journal
  6. Close the HD task, leaving the Escalation Task open.


Check Escalation Checklist

Before escalating, follow this checklist to make sure that all resources have been exhausted. Find it here: Help Desk Procedure - Training - Escalation Checklist .


First Contact Journal

The First Contact Journal is a journal which is created directly after speaking with the client for the first time for a ticket. See Document 66121 is unavailable at this time. for more information on how to complete this.

For the purposes of escalation, make sure a First Contact Journal is created. Make sure the Escalation Checklist found in Help Desk Procedure - Training - Escalation Checklist is completed.

First Contact Information:
Issue:
Computer Name:
Contact:
Room#:
Escalation Checklist Completed?:


Escalation Journal

An Escalation Journal is a journal created before escalating the ticket to a department outside of the HD.

The following information is required when creating an Escalation Journal. Copy and paste the following template into a new journal when you are about to escalate the ticket.


Escalation Journal
Issue:

HD Troubleshooting Steps:

HD Notes:
Computer Name:
Contact:
KB Documents References:
AD Groups (Print Queues, File Shares, Software Groups):

EJ


Escalating to Other Departments

Before escalating we want to make certain we have exhausted all Help Desk resources. Verify that we have done everything we can: (See Link)

Endpoint

For Endpoint escalations we assign the ticket to Alex, from there she delegates tasks out to her team.

Include:

  • Computer Name
  • Computer Make and Model
  • Operating Systems
  • Software Name
  • Relevant Error Messages
  • Who to Contact (ePanther and verified phone number)

Owned By Team: SAITS Endpoint

Owned by: wardmt (Matthew Ward) if an Apple issue, otherwise hardyw (Alex Hardy)


Union Business Systems

UBS manages PyraMED, Medicat, Micros, HMS/PCS, Milestone, and P2000. In addition, they support restaurant operations and business functions found in the Union.

Include:

  • ePanther IDs (if sending account creation request)
  • Software Version
  • Relevant Error Messages

Owned By Team: SAITS Union Business Systems

UBS Escalation

WebDev

For WebDev tickets, we want to provide the URL in the journals as well as the escalated task. We should also troubleshoot the browser and see if you can reproduce the incident on your end.

Make sure the incident's URL is related one of the following: Document 47432 is unavailable at this time.

Include:

  • URL
  • Information about what troubleshooting you completed (Browser name & version)
  • Relevant Error Messages

Owned By Team: SAITS Web Software Dev

webescalation

Print Admin

Frequent requests for Print Admin are printer moves, checking security settings on a printer, and scan drive setup.

UNDER CONSTRUCTION REFERENCE ALEX'S PRINTER SETUP DOCUMENT

Owned by Team: Print/MFD Admin


UITS

Tickets regarding students outside student organizations, professors, or any department outside of the Student Affairs division should be sent to UITS.

Owned by Team: UITS HD1

uits-escalation


Escalated Task

Now it's time to create a task for the department you are escalating to.

  • Title: Something descriptive giving an overview of what they need to do
  • Type: You should obviously choose "Escalation."
  • Description: Write a general summary of the task which needs to be completed. Additionally, reference the Escalation Journal.
  • Owned By Team: Whatever department you are escalating to. See the "Choosing Department to Escalate To" section.
  • Owned by: See the Document 65985 is unavailable at this time. to see which department you should escalate to.

ej2




Keywords:guide, steps, departments, troubleshooting,   Doc ID:66015
Owner:Help Desk K.Group:UW-Milwaukee Help Desk
Created:2016-08-11 15:05 CSTUpdated:2019-01-02 13:45 CST
Sites:UW-Milwaukee Help Desk, UW-Milwaukee Student Affairs IT
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