Interaction Team

Transfer a Service Ticket

Aim:
The aim of this document is to show how to transfer a Service Ticket to another team (including the transfer of a call if appropriate).

*Always create a new service ticket for SWH and Careers interactions where the ticket will be transferred to the functional team.

Background Information

Reasons you may transfer a ticket:

  • The query needs to be processed by a member of a Functional Team in CRM.
  • The query has been received by a Functional Team and needs to be passed to i-team.
  • The query has been received by i-team at Level 2 front desk or on telephony and needs to be completed by i-Team back office staff.
  • The ticket requires 3rd Party Action and will need to be processed by another member of the i-team when this information is received – therefore doesn’t need you as resp. employee

Classifications Mapping and Transfer Button:

Each classification has been assigned to a team. When we choose to transfer a ticket and use the button, this will work in accordance with the team assignments and suggest to you that’s where the ticket will go. If you wish to send it somewhere different, you need to select the Responsible Group manually.

Send work to groups, not individuals:

It is possible to send a ticket to aResponsible Employee however the business has decided not to use this as a general rule as we are structuring a system built around teams. If that person is off on leave for example, that work may not get processed.

Transferring A Service Ticket via the transfer button

Screen: Service Ticket (edit mode).

  • Set the appropriate Classification for your enquiry.
  • Click Transfer (which will remove you as responsible employee and change the responsible group to the owner of the classification).

  • Click Save – this will save the responsible group and they will then pick up the ST in their inbox.

Transferring A Service Ticket via manual change

Screen: Service Ticket (edit mode).

  • Set the appropriate Classification for your enquiry.
  • Click Transfer (which will remove you as responsible employee and change the responsible group to the owner of the classification).
  • If you wish to change the group, click on the little square next to the responsible group which will open another window.

NOTE: The Activity Partner type ‘Contact Person’ is not to be used.

NOTE: Do not click on the purple text ‘Responsible Group’ as this is not a method to change the tickets responsible group.

  • You can click all to see a full list of all Responsible Groups, or search for them by name in Search Term box.
  • Click on the square beside the chosen unit and this will then be shown on your ticket.

  • Click Save – this will save the responsible group and they will then pick up the ST in their inbox.

When to use the ‘High’ Priority

Careers Requirements

Careers will prioritise their work in-house once passed from us. However apply our normal customer service standards to the processing of work to prioritise where there is an urgent deadline etc.

Student Wellbeing Service (Health and Wellbeing)

Refer to procedure below

\\TURRET5\PSS_StudentandAcademicServices\InteractionTeam\Projects\Student Services\Student Wellbeing\SWS Wellbeing\How To\SWT procedure.docx

Updated 15/1/2014