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support:support_labels
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| support:support_labels [2017/01/26 10:00] – mmcc | support:support_labels [2021/06/25 10:09] (current) – external edit 127.0.0.1 | ||
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| + | ====== Support Labels ====== | ||
| + | Author: Loughlin Moore | ||
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| + | **Current Ticket Labels** | ||
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| + | Admin | ||
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| + | Customer Success | ||
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| + | Development Required | ||
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| + | Integration | ||
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| + | Internal Request | ||
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| + | On-site Visit | ||
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| + | RCA Required | ||
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| + | ---------------------------------------------------------------------------------------------------- | ||
| + | Author: Michelle McCausland | ||
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| + | **Old Ticket Labels** | ||
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| + | Labels are added to tickets to add extra detail and classification to them. | ||
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| + | **Communication_Sent** | ||
| + | This is added to a ticket when an item is awaiting response from customer but you are awaiting for clarification on an item for example. | ||
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| + | **Development_Required** | ||
| + | This is added to a ticket that requires the creation of a development ticket in order to resolve. The dev ticket must also be linked to this support ticket. | ||
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| + | **Incident_Investigation** | ||
| + | This is added to investigation tickets that are not full outages and do not require a formal RCA but some detailed info. Is required. | ||
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| + | **Escalated_Priority** | ||
| + | This is added when a ticket requires a high level of priority. A support person assigned these tickets must treat it as their no. 1 priority above all else. See [[support: | ||
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| + | **Unresolved_Pending_Development** | ||
| + | This is added to tickets that are not fully resolved until the development ticket has been resolved. The addition of this label allows the closure of the associated support ticket. | ||
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| + | **Ticket_Approved** | ||
| + | This label is added to a support ticket to denote that work has been approved for this item. If a ticket is in the Pending Approval state, work cannot begin on the ticket until it has been approved by the customer. | ||
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| + | **Approval_Denied** | ||
| + | This label is added to a support ticket to denote that work has not been approved for this item. The customer will notify support that work is not approved on a support ticket. This label is added to the ticket before closing the support ticket. | ||
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