Tech Support Intake Procedure - Revision history

Paulm at 22:38, 23 February 2011

2011-02-23T22:38:33Z

Paulm at 20:27, 1 February 2011

2011-02-01T20:27:58Z

Paulm at 20:27, 1 February 2011

2011-02-01T20:27:27Z

Paulm: New page: 1. Get customer to fill in top part of form up to 'What needs to be done' 2. Sign and date received fields 3. Get a description of the problem and fill in 'What needs to be done' 4. Take p...

2011-02-01T20:27:05Z

New page: 1. Get customer to fill in top part of form up to 'What needs to be done' 2. Sign and date received fields 3. Get a description of the problem and fill in 'What needs to be done' 4. Take p...

New page

1. Get customer to fill in top part of form up to 'What needs to be done'
2. Sign and date received fields
3. Get a description of the problem and fill in 'What needs to be done'
4. Take paper work and start a new ticket.
5. Fill in Subject line as "Customer name -- Short Problem Summary"
6. Fill in basic fields such as phone numbers.
7. Add a description of the problem.
8. Write Ticket number on paperwork (both copies)
9. Give Yellow copy to customer and tell them we will contact them as soon as the work is done or shred if internal.
10. Attach White copy to machine.
11. Attach a stick label marked with ticket number to each machine and every separate part that has come in. (Put on the Under side of laptops)
12. Place box on middle shelf if customers, to the right hand side of shelves if internal. Try to keep them in order if possible.

Treat internal boxes (e.g. store and class returns) in the same way, with the exception no yellow copy is needed. If it is someones personal work machine treat it exactly the same as any other customers box.

Try and keep an eye out for boxes that have been brought in outside of hours. When boxes come in from the front desk/thrift store etc with paperwork attached please ensure a ticket is generated, sticky labels are attached and the ticket number is entered on the paperwork.

If a box has been returned as a direct result of an issue we were working on recently reopen the old ticket, make a comment and set the status to new in the basics tab. Machine that have been in before but have a different issue, or have been out of tech support longer than two weeks get a new ticket. Don't forget the ticket number on the paper work and stickers.

← Older revision		Revision as of 20:27, 1 February 2011
Line 17:		Line 17:

	If a box has been returned as a direct result of an issue we were working on recently reopen the old ticket, make a comment and set the status to new in the basics tab. Machine that have been in before but have a different issue, or have been out of tech support longer than two weeks get a new ticket. Don't forget the ticket number on the paper work and stickers.		If a box has been returned as a direct result of an issue we were working on recently reopen the old ticket, make a comment and set the status to new in the basics tab. Machine that have been in before but have a different issue, or have been out of tech support longer than two weeks get a new ticket. Don't forget the ticket number on the paper work and stickers.
		+
		+	[[category: Tech support]]

@@ Line 1: / Line 1: @@
-. Get customer to fill in top part of form up to 'What needs to be done'
+#. Get customer to fill in top part of form up to 'What needs to be done'
-. Sign and date received fields
+#. Sign and date received fields
-. Get a description of the problem and fill in 'What needs to be done'
+#. Get a description of the problem and fill in 'What needs to be done'
-. Take paper work and start a new ticket.
+#. Take paper work and start a new ticket.
-. Fill in Subject line as "Customer name -- Short Problem Summary"
+#. Fill in Subject line as "Customer name -- Short Problem Summary"
-. Fill in basic fields such as phone numbers.
+#. Fill in basic fields such as phone numbers.
-.  Add a description of  the problem.
+#.  Add a description of  the problem.
-. Write Ticket number on paperwork (both copies)
+#. Write Ticket number on paperwork (both copies)
-. Give Yellow copy to customer and tell them we will contact them as soon as the work is done or shred if internal.
+#. Give Yellow copy to customer and tell them we will contact them as soon as the work is done or shred if internal.
-. Attach White copy to machine.
+#. Attach White copy to machine.
-. Attach a stick label marked with ticket number to each machine and every separate part that has come in. (Put on the Under side of laptops)
+#. Attach a stick label marked with ticket number to each machine and every separate part that has come in. (Put on the Under side of laptops)
-. Place box on middle shelf if customers, to the right hand side of shelves if internal. Try to keep them in order if possible.
+#. Place box on middle shelf if customers, to the right hand side of shelves if internal. Try to keep them in order if possible.
 Treat internal boxes (e.g. store and class returns) in the same way, with the exception no yellow copy is needed. If it is someones personal work machine treat it exactly the same as any other customers box.

@@ Line 14: / Line 14: @@
 Treat internal boxes (e.g. store and class returns) in the same way, with the exception no yellow copy is needed. If it is someones personal work machine treat it exactly the same as any other customers box.
- Try and keep an eye out for boxes that have been brought in outside of hours. When boxes come in from the front desk/thrift store etc with paperwork attached please ensure a ticket is generated, sticky labels are attached and the ticket number is  entered on the paperwork.
+Try and keep an eye out for boxes that have been brought in outside of hours. When boxes come in from the front desk/thrift store etc with paperwork attached please ensure a ticket is generated, sticky labels are attached and the ticket number is  entered on the paperwork.
 If a box has been returned as a direct result of an issue we were working on recently reopen the old ticket, make a comment and set the status to new in the basics tab. Machine that have been in before but have a different issue, or have been out of tech support longer than two weeks get a new ticket. Don't forget the ticket number on the paper work and stickers.
 [[category: Tech support]]