Difference between revisions of "S1 HQ - Ticket Monitoring"
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StetchkovA (talk | contribs) m (StetchkovA moved page S1 HQ - Helpdesk to S1 HQ - Ticket Monitoring: Name Change) |
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{{DocRelInfo | {{DocRelInfo | ||
|articlenumber = 7CAV-DR-025 | |articlenumber = 7CAV-DR-025 | ||
| − | |scope = S1 HQ - | + | |scope = S1 HQ - Ticket Monitoring |
|version = Version 1.0 | |version = Version 1.0 | ||
|effectivedate = 07JUN20 | |effectivedate = 07JUN20 | ||
| − | |approvingauthority = S1 | + | |lastmodifieddate = 07JUL23 |
| − | |pointofcontact = S1 | + | |approvingauthority = S1 1IC |
| + | |pointofcontact = S1 1IC | ||
}} | }} | ||
=Purpose= | =Purpose= | ||
| − | Provide guidance on the process of S1 | + | Provide guidance on the process of S1 Ticket system workflow. |
=Roles and Responsibilities= | =Roles and Responsibilities= | ||
| Line 20: | Line 21: | ||
| style="width: 375px; text-align: center;" data-mce-style="width: 375px; text-align: center;"|'''Responsibilities''' | | style="width: 375px; text-align: center;" data-mce-style="width: 375px; text-align: center;"|'''Responsibilities''' | ||
|- | |- | ||
| − | | style="width: 80px; text-align: center;" data-mce-style="width: 80px; text-align: center;"|S1 / | + | | style="width: 80px; text-align: center;" data-mce-style="width: 80px; text-align: center;"|S1 / 2IC |
| style="width: 375px;" data-mce-style="width: 375px;"| | | style="width: 375px;" data-mce-style="width: 375px;"| | ||
| − | Monitor the S1 | + | Monitor the S1 Ticket system, Answer tickets if needed and document completed tickets as outlined by the workflow. |
|- | |- | ||
| − | | style="width: 80px; text-align: center;" data-mce-style="width: 80px; text-align: center;"|S1 Sub- | + | | style="width: 80px; text-align: center;" data-mce-style="width: 80px; text-align: center;"|S1 Sub-Department Lead |
| style="width: 375px;" data-mce-style="width: 375px;"| | | style="width: 375px;" data-mce-style="width: 375px;"| | ||
Ensure a timely response is made in regards to tickets for their relevant Subdepartment | Ensure a timely response is made in regards to tickets for their relevant Subdepartment | ||
| Line 35: | Line 36: | ||
=Documentation= | =Documentation= | ||
| − | + | The ticket system is a method for members and staff to report issues on S1 Milpacs, S1 Uniforms, S1 Operations as well as a means to request a name change. This document will outline the process of the S1 ticket system and the archiving of the completed tickets. | |
=Workflow Outline= | =Workflow Outline= | ||
* A ticket is filed by a member of the regiment and the workflow starts. | * A ticket is filed by a member of the regiment and the workflow starts. | ||
* Responsible personnel will review the ticket for validity and take the appropriate actions | * Responsible personnel will review the ticket for validity and take the appropriate actions | ||
| − | * When the ticket workflow is completed, | + | * When the ticket workflow is completed, an automated reply as given in the ticket system is added by the workflow owner. |
| − | |||
==Response Times== | ==Response Times== | ||
The S1 Department strives to handle any and all tickets in the shortest amount of time. However, due to (potential) complexity of the ticket we cannot guarantee that all tickets will be resolved within same time-frame. | The S1 Department strives to handle any and all tickets in the shortest amount of time. However, due to (potential) complexity of the ticket we cannot guarantee that all tickets will be resolved within same time-frame. | ||
Latest revision as of 18:25, 7 July 2023
| This is the Document Release Information | |
| Article Number: | 7CAV-DR-025 |
| Scope: | S1 HQ - Ticket Monitoring |
| Version: | Version 1.0 |
| Effective Date: | 07JUN20 |
| Last Modified Date: | 07JUL23 |
| Approving Authority: | S1 1IC |
| Point of Contact: | S1 1IC |
Purpose
Provide guidance on the process of S1 Ticket system workflow.
Roles and Responsibilities
| Role | Responsibilities |
| S1 / 2IC |
Monitor the S1 Ticket system, Answer tickets if needed and document completed tickets as outlined by the workflow. |
| S1 Sub-Department Lead |
Ensure a timely response is made in regards to tickets for their relevant Subdepartment |
| S1 Clerks |
Reply to tickets only if tagged by AO Lead, Department Lead or a member of S1 Command staff. |
Documentation
The ticket system is a method for members and staff to report issues on S1 Milpacs, S1 Uniforms, S1 Operations as well as a means to request a name change. This document will outline the process of the S1 ticket system and the archiving of the completed tickets.
Workflow Outline
- A ticket is filed by a member of the regiment and the workflow starts.
- Responsible personnel will review the ticket for validity and take the appropriate actions
- When the ticket workflow is completed, an automated reply as given in the ticket system is added by the workflow owner.
Response Times
The S1 Department strives to handle any and all tickets in the shortest amount of time. However, due to (potential) complexity of the ticket we cannot guarantee that all tickets will be resolved within same time-frame.
