What are the Categories and Subcategories available?
Ticket categories include Hardware, Software, Network, and Access. Each category has specific subcategories (e.g., Laptop, Desktop under Hardware; Email, URL Access under Software).
Please refer to the attached excel for details
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When my ticket will be responded and resolved? What is an SLA?
Service Level Agreement (SLA) defines the expected timeframe within which the support team must respond to and resolve a ticket. SLAs are set for different ticket categories and subcategories.
How can I reopen a resolved ticket?
Tickets can only be reopened if they are in “Resolved” or Closed" status. The “Reopen Ticket” button will be available until the ticket has been closed. A ticket can also be reopened if you reply or comment on a ticket.
IT Helpdesk Manual
Home/landing screen – You can see dashboard of Helpdesk Raisse a ticket – A ticket can be raised by clicking on following options My Area Tickets Submit a ticket Upon clicking in any of the above option, you will be redirected to “My Area” screen ...