S1 HQ - Ticket Monitoring

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Revision as of 09:54, 28 July 2020 by Czar.J (talk | contribs) (→‎Response Times: Typo Scan, typos fixed: However → However,)
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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.