List of Ticket Templates (in progress)

List of Ticket Templates (in progress)


Escalate ticket from MC to GGIT internal team

Template 045: 
Template Name: "Mission Control] Receive from Mission Control (Escalate to internal staff)"
Cat: Available in categories User Issue -handled internally and Mission Control Help Desk
For taking back a ticket from Mission Control for GGIT to work on internally. Removes resources. It sets office admin as the resource but you can change it. Sets category to User Issue -handled internally . Sets queue to level 1 Support - Remote support with Customer present. 

Hand off to office admin

Template: 090
Will make office admin the primary resource on the ticket and set ticket status to "follow-up needed". Changes queue to "Remote support w customer present." (The purpose of changing the queue is to remove the queue from the current tech's "to do" queue. Tech will still need to add a note with instructions/updates. 

Generic Non-RMM New PC Set-Up

Template: 050
For going onsite to set up a new PC for a residential or sole proprietor customer we don't manage. When the appointment is scheduled, the customer gets some instructions, and the technician gets a different set of instructions.
Category: Available in category User Support (Non-RMM cust). 

[Current Customer] Remove Physical Workstation Device for current RMM Customer

Template: 073A
Remove Physical Workstation for current RMM Customer.
Category: Available in category Curr MSA, add/del device/svce

[Current Customer] Remove WINDOWS 365 VIRTUAL Workstation Device for current RMM Customer

Template:  073C
Remove Windows 365 Virtual Workstation for current RMM Customer.
Category: Available in category  Curr MSA, add/del device/svce

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