INVESTIGATION AND DIAGNOSIS. Tickets are manually inputted and processed by the Service Desk through MyPortal. Initial triage of the ticket, fact verification including incident prioritisation and classification are completed.
INVESTIGATION AND DIAGNOSIS. 3.1 Tickets are manually inputted and processed by the Service Desk through MyPortal. Initial triage of the ticket, fact verification including incident prioritisation and classification are completed.
3.2 The Service Desk will then attempt to resolve or direct the Incident to the appropriate service team.
3.3 Throughout the Incident or Change Request, updates, notes and where appropriate log files and images will be placed on MyPortal. The status of an Incident or Change Request will change depending on the current actions required.
3.4 If an Incident or Change Request requires input from the Customer, the ticket will be placed in a deferred state until a response is received.
