The document contains a list of 86 service requests categorized by service type such as problems, human resources, enterprise apps, change requests, and more. The majority of issues relate to computer hardware, printer, and application problems. Each service request also includes subcategories that provide more detail on the issue and allow selection of a priority level of low, medium, or high.
The document contains a list of 86 service requests categorized by service type such as problems, human resources, enterprise apps, change requests, and more. The majority of issues relate to computer hardware, printer, and application problems. Each service request also includes subcategories that provide more detail on the issue and allow selection of a priority level of low, medium, or high.
The document contains a list of 86 service requests categorized by service type such as problems, human resources, enterprise apps, change requests, and more. The majority of issues relate to computer hardware, printer, and application problems. Each service request also includes subcategories that provide more detail on the issue and allow selection of a priority level of low, medium, or high.
The document contains a list of 86 service requests categorized by service type such as problems, human resources, enterprise apps, change requests, and more. The majority of issues relate to computer hardware, printer, and application problems. Each service request also includes subcategories that provide more detail on the issue and allow selection of a priority level of low, medium, or high.
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no Service Type Main Category
1 Problem Computer & Hardware Issue 2 Problem Computer & Hardware Issue 3 Problem Computer & Hardware Issue 4 Problem Computer & Hardware Issue 5 Problem Computer & Hardware Issue 6 Problem Computer & Hardware Issue 7 Problem Computer & Hardware Issue 8 Problem Computer & Hardware Issue 9 Problem Computer & Hardware Issue 10 Problem Computer & Hardware Issue 11 Problem Computer & Hardware Issue 12 Problem Printer/Scanner 13 Problem Printer/Scanner 14 Problem Printer/Scanner 15 Problem Printer/Scanner 16 Problem Printer/Scanner 17 Problem Printer/Scanner 18 Problem Application Issue 19 Problem Application Issue 20 Problem Application Issue 21 Problem Application Issue 22 Problem Application Issue 23 Problem Application Issue 24 Problem Application Issue 25 Problem Application Issue 26 Problem Login Issue 27 Problem Login Issue 28 Problem Login Issue 29 Problem Network Issue 30 Problem Network Issue 31 Problem Network Issue 32 Problem Email Issue 33 Problem Email Issue 34 Problem Email Issue 35 Problem Email Issue 36 Problem Email Issue 37 Human Resources Employee 38 Human Resources Employee 39 Enterprise Apps Problem CRM 40 Enterprise Apps Problem CRM 41 Enterprise Apps Problem CRM 42 Enterprise Apps Problem Contact Center System Issues 43 Enterprise Apps Problem Contact Center System Issues 44 Enterprise Apps Problem Contact Center System Issues 45 Enterprise Apps Problem Contact Center System Issues 46 Enterprise Apps Problem Contact Center System Issues 47 Enterprise Apps Problem Contact Center System Issues 48 Enterprise Apps Problem Contact Center System Issues 49 Enterprise Apps Problem Contact Center System Issues 50 Enterprise Apps Problem Contact Center System Issues 51 Enterprise Apps Problem Contact Center System Issues 52 Enterprise Apps Problem Contact Center System Issues 53 VPN VPN 54 VPN VPN 55 VPN VPN 56 VPN VPN 57 Change Request Standard Change 58 Change Request Standard Change 59 Change Request Standard Change 60 Change Request Standard Change 61 Change Request Standard Change 62 Change Request Standard Change 63 Change Request Major Change
64 Change Request Emergency Change
65 Incident Reporting Major Incident
66 Incident Reporting Major Incident 67 Incident Reporting Major Incident 68 Incident Reporting Major Incident 69 Incident Reporting Major Incident 70 Incident Reporting Major Incident 71 Incident Reporting Major Incident 72 Incident Reporting Major Incident 73 Incident Reporting Standard Incident 74 ICT Procurement Hardware 75 ICT Procurement Hardware 76 ICT Procurement Hardware ICT Procurement Hardware 77 ICT Procurement Hardware 78 ICT Procurement Software and Software Licenses 79 ICT Procurement Software and Software Licenses 80 Backup and Restoration Backup 81 Backup and Restoration Backup 82 Backup and Restoration Backup 83 Backup and Restoration Backup 84 Backup and Restoration Restore 85 Backup and Restoration Restore 86 Backup and Restoration Restore Subcategory Ticket Priority Selction Computer does not power on Low, Medium, High Computer is slow Low, Medium, High Unable to see Login Screen Low, Medium, High Computer Heating Issue Low, Medium, High Power Cord / Adapter Issue Low, Medium, High BSOD - Blue Screen Error Low, Medium, High PC Stuck on Installing updates Low, Medium, High Mouse not working Low, Medium, High Server not responding Low, Medium, High Reboot Loop Low, Medium, High Others Low, Medium, High Unable to Print / Scan Low, Medium, High Printer/Scanner not responding Low, Medium, High Replace Toner Cartridge Low, Medium, High Install printer driver Low, Medium, High Relocate/Move Printer Low, Medium, High Paper Jam Low, Medium, High Chrome Issue Low, Medium, High Microsoft Productivity Suite Word / Excel / Powerpoint / Access not working Low, Medium, High Add Second Language Low, Medium, High Adjust Date / Time Low, Medium, High Activation Issues Low, Medium, High Application Installation / Reinstallation Low, Medium, High Antivirus Issue Low, Medium, High Unable to access website Low, Medium, High Windows Password Reset Low, Medium, High Locked Account Low, Medium, High General Login Issue Low, Medium, High Unable to connect to WiFi Low, Medium, High Internet not working Low, Medium, High WiFi Icon does not show Low, Medium, High Email Password Reset Low, Medium, High Unable to Send/Receive Low, Medium, High PST File Issue Low, Medium, High Outlook Issue Low, Medium, High Unable to login Low, Medium, High New Employee Onboarding Low, Medium, High New Employee Offboarding Low, Medium, High CRM not working Low, Medium, High CRM Password Reset Low, Medium, High CRM not loading Low, Medium, High Outgoing Calls Issue Low, Medium, High Incoming Calls Issue Low, Medium, High Transfer Calls Issue Low, Medium, High Headset not working Low, Medium, High Call Center Application not working Low, Medium, High Voice Issue Low, Medium, High Unable to login to Genesys Low, Medium, High Unable to login to Ziwo Low, Medium, High Avaya Communicator Issue Low, Medium, High Avaya Agent Desk Issue Low, Medium, High Agent Skill Issue Low, Medium, High Unable to connect Low, Medium, High Password Reset Low, Medium, High VPN Installation Low, Medium, High VPN disconnection Issue Low, Medium, High Change Agent Skill Set Low, Medium, High Change WiFi Password Low, Medium, High Change Employee ID Card Access Low, Medium, High Server changes Low, Medium, High WiFi Changes Low, Medium, High Firewall changes Low, Medium, High Others Standard SLA
Others Low, Medium, High, Critical
Network Outage Critical
Server Outage Critical CRM Outage Critical Contact Center System Outage Critical VPN Outage Critical Virus Outbreak Critical DDoS Critical Others (Natural Disasters) Critical Virus Infection Low, Medium, High Procure New Server Standard SLA Procure New Laptop Standard SLA Procure Accessories Standard SLA Employee Onboarding Equipment Standard SLA Procure Headset Standard SLA Procure New Software Standard SLA Renew Software License Standard SLA Backup files/folders Low, Medium, High Backup mailbox Low, Medium, High Special Backup Requests Low, Medium, High Information about backup Low, Medium, High Restore files/folders Low, Medium, High Restore mailbox Low, Medium, High Special Restore Requests Low, Medium, High Standard Opreation Hours (SOH) 09:00 - 18:00 Hrs 09:00 - 22:00 Hrs
Ticket Priority SLA Low Medium High Critical Standard (Only ICT Procurement & Major Change)
Ticket Status Pending Open Resolved Closed Assigned
Ticket Auto Assignment Flow
Name eation Hours (SOH) Location Monday - Friday (Excluding Public Holidays) Monday - Saturday (Excluding Public Holidays)
Ticket Priority Response Time Resolution Time Operating Time 4 Hrs 24 Hrs SOH 2 Hrs 12 Hrs SOH 1 Hr 4 Hrs N/A 5 Mins Immediate N/A 1 Hr 7 Days SOH
Description SLA New Ticket Not Accessed or assigned - Work in Progress 2 days Issue resolved but not closed (Follow-up) 2 days Issue resolved and closed Assigned to Vendor Support 7 days
