Select the Open Ticket button located on the home page or the Open Ticket link located at the top of any page. Next, simply fill out the form using the following information as a guide (* required):
Email*
Used to update you on ticket status.
Subject*
Brief description about the issue you are having.
Description*
Detailed explanation about the issue you are having.
Type
| Question | Indicates that the issue is a question rather than a problem that needs to be solved. |
| Incident | Occurrence of a problem that impacts the operation of the system. |
| Task | Request to add/remove users or software. |
Priority*
| Low | General inquiries or requests that do not have operational impacts. Target acknowledgement time is 16 business hours. Resolution target time is 40 business hours. |
| Normal | Issues that are not critical but need to be addressed before impact expands. Target acknowledgement time is 4 business hours. Resolution target time is 16 business hours. |
| High | Issues that are currently impacting in a material way and require immediate attention. Target acknowledgement time is 2 business hours. Resolution target time is 8 business hours. |
| Urgent | System is down and critical functionality is not working. Target acknowledgement time is 1 hour. Resolution target time is 4 hours. |
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