Difference between revisions of "S1 HQ - Ticket Monitoring"
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Revision as of 11:53, 18 June 2023
| This is the Document Release Information | |
| Article Number: | 7CAV-DR-025 |
| Scope: | S1 HQ - Helpdesk |
| Version: | Version 1.0 |
| Effective Date: | 07JUN20 |
| Last Modified Date: | DDMMMYYYY |
| Approving Authority: | S1 OIC |
| Point of Contact: | S1 OIC |
Purpose
Provide guidance on the process of S1 Helpdesk Ticket workflow.
Roles and Responsibilities
| Role | Responsibilities |
| S1 / XO / NCOIC |
Monitor the S1 Helpdesk Tickets, 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
Helpdesk tickets are 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 Helpdesk Tickets 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, a reply with "Ticket Completed" or "Ticket Closed" is added by the workflow owner.
- S1 Headquarters collects the completed tickets and files them in the S1 Ticket Tracker for the CSC Deliverable
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.
