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    Jeetendra A Kasi
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    The IT service desk has received a report of an incident and assigned it a ticket number. They inform the user that the issue has been assigned to a resolver group and is expected to be resolved soon. The user is provided contact information for the IT service desk and advised to reference the ticket number in future communications.

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    The IT service desk has received a report of an incident and assigned it a ticket number. They inform the user that the issue has been assigned to a resolver group and is expected to be resolved soon. The user is provided contact information for the IT service desk and advised to reference the ticket number in future communications.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
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    17 views2 pages

    AIC Templates

    Uploaded by

    Jeetendra A Kasi
    The IT service desk has received a report of an incident and assigned it a ticket number. They inform the user that the issue has been assigned to a resolver group and is expected to be resolved soon. The user is provided contact information for the IT service desk and advised to reference the ticket number in future communications.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 2

    Scenario 1 Sufficient info provided by user and you confirm the ticket number Hello, Thank you for

    contacting IT Service Desk. We are pleased to inform you that your reported Incident has been added to the IT Service Desk. Your Ticket Number is mentioned below. Please retain the ticket number for future reference. Ticket No.: XXXX Summary: Access to Kronos Application (this is an example) The ticket is assigned to a resolver group and we expect your issue to be resolved very soon. Please do not hesitate to contact the IT Service Desk by phone at 1-877-53QUEST, Option 4 or by mail at QDSDHYD@unisys.com should there be any further questions or inquiries regarding your Incident. Please quote your Ticket Number in all your communication with the IT Service Desk. Yours Sincerely, IT Service Desk

    Scenario 2 Insufficient info provided by user and you request for more info Hello, Thank you for contacting IT Service Desk. We are pleased to inform you that your reported Incident has been added to the IT Service Desk. Your Ticket Number is mentioned below. Please retain the ticket number for future reference. Ticket No.: XXXX Summary: Access to Kronos Application (this is an example) At this time, we are unable to process your ticket as we need some more information regarding the issue. Request you to reply us with the below needed information to process your ticket. 1. Xxx 2. Yyy

    Please do not hesitate to contact the IT Service Desk by phone at 1-877-53QUEST, Option 4 or by mail at QDSDHYD@unisys.com should there be any further questions or inquiries regarding your Incident. Please quote your Ticket Number in all your communication with the IT Service Desk. Yours Sincerely, IT Service Desk

    Scenario 3 User sends an email for checking the status of an existing ticket Hello, Thank you for contacting IT Service Desk. Ticket No.: XXXX Summary: Access to Kronos Application (this is an example) Please find the update on your ticket as requested by you. Paste the update from ITSM/HPSM Please do not hesitate to contact the IT Service Desk by phone at 1-877-53QUEST, Option 4 or by mail at QDSDHYD@unisys.com should there be any further questions or inquiries regarding your Incident. Please quote your Ticket Number in all your communication with the IT Service Desk. Yours Sincerely, IT Service Desk

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