Initial Tickets

Included in this article:

1. Overview
2. Reviewing Initial Tickets Procedure 

1. Overview

Initial tickets through Service Desk are logged in order to initiate service on product in the possession of a guest and generally has a higher priority. 

2. Reviewing Initial Tickets Procedure

Use this procedure when reviewing initial Service Desk tickets:

1. Log into Service Desk via TDG Connect.  

2. Enter username and password. 

3. Review content of the Initial ticket for required information: guest name, customer code or Sales order number, contact information including phone number, and a detailed description of problem. 

4. Locate the customer code in Storis and do one of the following:  

        a. If the guest has an open service order, continue to step 7. 

        b. If the guest does not have an open service order 

                 i. Generate a service order [Initiating a Customer Service Order], and verify the guest’s information in the Customer tab. 

5. Contact guest to discuss initial ticket inquiry, Any resolutions will be based on the TDG Resolution Stream.  

6. Process the resolution based on the TDG Resolution Stream. Refer to Processing Resolutions for more information. 

7. Enter the Customer Service Order number into the resolution portion of service desk and click save. 

8. Enter your name in the Ticket Actioned By field

9. Continue by closing the ticket.