[SOP Request] Helpdesk ticket classification

[silviabah]

SOP topics

Helpdesk & operations

SOP type

None

SOP Title

Helpdesk ticket classification

Detailed Description

Identify the ticket class to follow the correspondent SOP for that issue. Identify the main or first issue within the ticket, tag the ticket with the correct class, and follow the SOP for that ticket class.

Motivation

This SOP will help the Helpdesk to easily organize the tickets so they can be resolved faster and standardized.

Existing Procedures or References

No response

Impact

This SOP will guarantee that the tickets are correctly classified, this will improve the workload of the Helpdesk, reduce answering time, and facilitate the gathering of information for statistics about users reporting issues and service performance.

Stakeholders

Central and nodes Helpdesk

Additional Information

No response

Requester GDI role

Not sure

Requester GDI Node

No response

Confirmation

• I have searched the existing SOPs and this request does not duplicate an existing SOP.
• I understand that submitting this request does not guarantee the creation of the SOP.

[elisavettorstensson]

We are working in this Google document: https://docs.google.com/document/d/1NOPKPOuUIMJVreDfquN06wCn8xufY3IesSloaNHzRLc/edit?tab=t.0

[M-casado]

Next step: chat among the three authors