Workflow
- Answer phone/ Tivoli ticket
- Get name, location of work, role and write them down
- Figure out importance of question
- Answer question if possible
- Create Tivoli ticket if ticket not created, send with the following info
- Please create a ticket (IN) for the following support request from [User] and assign it to VPP-Procura > [Your name]
- Resolve Tivoli ticket if applicable
How important is the request?
Critical
- If a scheduler is locked out
- Anything affecting client care
- Accidentally closing a timekeeping period/ used incorrect date with timekeeping period -
- If timekeeping period was built
- Update timekeeping period
- Update Maintenance | Department | Scheduling | Start Date
- Downtime
High Priority
- Accidental billing batch closure - contact vendor
Low Priority
- Change requests
How to triage an issue
Mobile issue - contact Vox
Downtime - contact Procura SA