To enhance our collaboration and streamline issue resolution:
Individual Ticket Creation:
Each individual should create their own tickets for technology issues they encounter. Avoid putting in tickets on behalf of others, unless expressly authorized to do so.
Encourage colleagues to take ownership of their technical challenges to ensure accurate information and prompt resolution.
Provide Concise and Relevant Information:
When creating a ticket, provide a clear and concise description of the issue. Include relevant details such as error messages, affected systems, and steps to reproduce the problem.
Avoid long-winded explanations that don't directly address the problem at hand. Focus on the essential information needed for troubleshooting.
Avoid telling us what you think the problem is and only provide us with what you know.
Separate Descriptions from Solutions:
Clearly distinguish between the description of the problem and any attempted solutions. This helps our team to better understand the issue and prevents misinterpretation.
If you have already tried a solution, document it separately from the problem description. This ensures a thorough understanding of the troubleshooting process.
Use Standardized Channels for Communication:
Use the #tech-help Slack channel for general discussions and non-urgent matters. Use the ticketing system for all issues and requests.
This separation ensures that critical information is centralized and easily accessible to the entire team.
(For National Staff) Follow Up on Tickets:
Regularly check the status of your open tickets in Asana. Provide additional information promptly if requested by the support team.
Avoid duplicate tickets for the same issue. Instead, update the existing ticket with any new information or developments.
By adhering to these guidelines, we aim to improve the efficiency and effectiveness of our technology help desk. Your cooperation is crucial in ensuring that we continue to provide top-notch support to our colleagues.
Thank you for your commitment to maintaining a smooth and collaborative technology support environment.