When to Use?
See how your Service Portal Tickets are processed by IT.
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Transcript
- When members of the GVSU community have an IT issue, they reach out to the IT service desk either in-person at one of our walk-up locations, by phone, by email or directly from the service portal and we are here to help. So, what happens after you report and issue or submit a request to us? Let's walk through it, step by step.
- Whichever method you choose to contact us, the more detail you provide up front, the faster a team member can assess the situation and start working toward a solution.
- Once you report an issue or submit a request for service, a ticket is created and enters our system as New. Our Level 1 team is the first point of contact for all skill areas. They review the issue or request, determine its type and severity, and begin troubleshooting. Many issues are resolved right here as first contact resolution.
- Not every issue can be solved at the first level, If Level 1 can't resolve it , they document their work and escalate to Level 2, a group of specialized IT teams who re-investigate and, if needed, consult outside parties. If Level 2 can't resolve it either, the ticket moves to Level 3, where an internal IT contact works directly with a vendor or contractor to reach a solution. At every stage, the goal is the same: solve the problem at the most efficient level, and keep you informed along the way.
- Our Service Commitment Goals set clear expectations based on the type of issue: emergency situations such as classroom outages reported via phone calls receive an in-person response in under thirty minutes, urgent calls such as work stoppage requests like unable to log into a GVSU computer are completed in under one hour, standard requests are completed within one to five business days, complex requests within seven business days, and cases requiring third-party involvement carry a job-specific estimate of up to one month.
- Emergency and urgent calls are handled whenever Level 1 (a mixed of student technicians and service desk staff) is available, and these goals apply during general business hours.
- Tickets submitted after hours, on weekends, or on holidays are processed once the Level 1 becomes available the next business day.
- We have also partnered with a third party to handle phone calls after business hours and on holidays to ensure continuity of services during these times.
- As your ticket moves through the resolution process, its status tells you where things stand: New means it hasn't been assigned yet, Open means it's been assigned to the appropriate group, and In Process means work is underway. On Hold means the clock is paused while more information is needed from you or a third party. Resolved means a fix has been provided, and Closed means you've confirmed it meets your needs. A resolved or closed ticket can be Reopened within twenty-four hours if the issue returns.
- Once a ticket is complete, a technician validates the fix with you and documents it, sometimes updating a knowledge base article to help the next person faster. You'll then automatically receive a short survey. Your feedback is how we identify what's working and where the process can improve. We’re here to support you every step of the way!