ITSM Forum April 14, 2020 Video Recording - VCU Kaltura MediaSpace

ITSM Forum April 14, 2020 Video Recording

From Thomas Mattauch

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Part 1: Opening and Presentation of System Updates/Feature Updates (15 minutes)

Major Incident - Level one only
On Hold Email notification to customer
Note notification to customer

Part 2: Re-Training on Functionality (25 minutes)

Incident, Problem, and Major Incident Workflow
Ticket Management Best Practices:

Best place to submit tickets (analyst portal, not customer portal).
When to use tasks, versus add notes, etc.

Email Functionality

Review when emails are sent to customer versus tech
“Email requested by” action vs using the other “email” actions

Part 3: Open Q&A/Training (50 minutes)

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