Problem Resolution Procedures

Client Initiated

1. Campus computer users experiencing a problem with their system or network access need to contact the computer support tech for their area, or the help desk, to initiate a help desk ticket. If the help desk creates the ticket, it will be assigned to the tech for the client's area. Any user who directly contacts someone in OIS for assistance with a problem will be asked to go through their tech or the help desk as their initial point of contact. The tech will receive an e-mail notice when the ticket is created.
2. The tech needs to follow up with the client and attempt to remedy the problem; they need to log all relevant information in the help desk ticket.
3. If the tech is unable to solve the problem on their own, or thinks that the problem is not with the client's computer but rather with the network or another system, the tech will contact an OIS second tier support staff (STSS) via email, telephone, or in person.
4. The OIS STSS will confirm that a help desk ticket exists and work with the tech to further determine the cause of the problem and suggest solutions. Again, all actions will be noted in the help desk ticket providing a detailed record of what has been done.
5. If it is determined that the problem lies with the network or other OIS managed systems, the OIS STSS will escalate the problem to the appropriate OIS systems or network personnel via email, telephone, or in person. This escalation will be noted in the helpdesk ticket and the person to whom it was escalated will be provided with background information and related help desk ticket number.
6. The systems/network person to whom the problem was escalated will then work with the tech and OIS resources to resolve the issue. The systems/network person to whom the problem was escalated needs to also notify any other OIS staff whose areas are affected. The systems/network person will keep the tech involved and aware of all actions concerning their client's systems.
7. Actions will be logged in the help desk ticket by all involved parties and need to include a description of the final resolution.
8. Once the problem has been resolved, the tech needs to complete the help desk ticket and notify their client. The systems/network person needs to notify other involved OIS staff (including the STSS) of the resolution.

OIS Staff Initiated

1. If a member of the OIS staff suspects a problem with a system or network access, they will notify the help desk then work with the tech for the affected area and OIS resources to further investigate and resolve the issue. The help desk needs to create a ticket for the problem, assign it to the appropriate tech, and notify the OIS person of the ticket number so all parties can log their actions.
2. The OIS staff member needs to also notify other OIS staff or other techs whose areas may be affected. The OIS staff member will keep the tech involved and aware of all actions concerning their client's systems.
3. Actions will be logged in the help desk ticket by all involved parties and need to include a description of the final resolution.
4. Once the problem has been resolved, the OIS staff member needs to complete the help desk ticket and notify the tech. The OIS staff member also needs to notify other involved OIS staff of the resolution.