Your Guide to Helpdesk Tickets

Once you have opened a ticket you can view tickets you have created (both open and closed) in the “My Tickets” area. When you click to view a ticket you will be presented with a screen similar to the below. We have made multiple enhancements to the Helpdesk system to try and give end users a clearer picture on the status of open tickets.

Improvements include: More Descriptive Status Options, Ticket Impact Scores, Extra Questions on Ticket Creation to Gather Relevant Information, Drag and Drop File Attachments and more. Please see below for a breakdown of Ticket Status Options and Impact Scores.

Impact Ratings

The Trust uses Impact Ratings on tickets to ensure we can offer the best possible service in a fair and efficient manner.

Impact Rating	Definition	Expected Response Time
	Minimal impact on Trust-wide IT operations. Easily manageable disruption to a single school. No effect on system performance.	1 Day Response Time During Working Hours
	Limited impact on Trust-wide IT infrastructure. Brief disruption to one or two schools. Slight decrease in system performance, affecting non-critical operations.	4 Hour Response Time During Working Hours
	Noticeable impact on Trust-wide IT systems. Disruption to multiple schools for a short period. Obsolete systems cause periodic slowdowns, affecting some key operations.	2 Hour Response Time During Working Hours
	Significant impact on Trust-wide IT infrastructure. Prolonged disruption to most schools. Obsolete systems severely hamper performance, compromising critical operations and data security.	1 Hour Response Time During Working Hours
	Critical impact on the entire Trust IT ecosystem. Extended downtime across all schools. Obsolete systems render critical operations impossible, posing an existential threat to Trust’s digital infrastructure and data integrity.	1 Hour Response Time During Working Hours

Statuses

Statuses are used to give colleagues a better understanding of how your ticket is progressing.

Status	Definition
	Ticket has not currently been assigned and has not been started.
	Ticket has been assigned to a member of the team and is currently being looked into.
	Ticket is currently on hold. This could include postponing the work until a more suitable time, for example school holidays. You will receive a response to your ticket to make you aware of this.
	We are currently awaiting assistance from a 3rd party. This could include an external support team for a particular product/service. You will receive a response to your ticket to make you aware of this.
	We are awaiting parts to complete the works. You will receive a response to your ticket to make you aware of this, along with an estimated wait time.
	The issue / task cannot be completed remotely. You will receive a response to your ticket to make you aware of this, along with estimated date of a site visit.
	Ticket has been Closed. This could be for a number of reasons which include the issue/request has been resolved, we are unable to assist with the issue or we have already been made aware of the issue/request. You will receive a response to your ticket to make you aware of this. You still have an option to re-open a closed ticket when viewing the ticket.