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For assigning the tickets to one of the support units, processes have been defined, as shown in the arrows graph below.
The manual 4. Managing a ticket collect the guidelines for the selection of the tickets categories and the assignation of the tickets priorities.
Service documentation
- Helpdesk Technical specifications manual
For end-users
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- Creating a ticket instructions to create a ticket and the description to the web interface used for this scope
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For service providers
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- Managing a ticket : manual that collects the guidelines for the selection of the tickets categories and the assignation of the tickets priorities.
- Operation handbook for service providers Documentation about how to operate the Helpdesk