3 Try Rule

3 Try Rule
Purpose
The “3 Try” Rule is to be initiated anytime a service provider is unable to move forward with the incident
or request without receiving a response from the user. Failure of response by the client can be
addressed using the “3 Try” rule.

Rules
 All contacts must be documented in the ticket or it will be considered that it did not happen
 Ticket should not be closed until there are three separate journal entries noting time and date
contact attempted
 Each attempt must be separated by at least 24 hours

 If a phone call is made, a voice mail message MUST be left with phone number, ticket number
and what the details of the ticket

 If an out of office message is received, journal in the ticket, set to pending and status reason to
Client Action Required with date and time set to reconnect with the End User when scheduled
to return to work
 If the End User calls or emails back, the process starts all over from day one

Instructions
Day One:

Telephone the requestor seeking the information needed to continue processing their request.
If there is no answer or the contact telephone number is unknown, then send an email message
from within Cherwell, which will create a journal entry with time and date stamp.

Change status to Pending and status reason to Client Action Required with date and time set to
next business day.

Day two:

After 24 hours of not receiving a response from the requestor, try telephoning the requestor
again or send an email through Cherwell. Reset the status to Pending with date and time of the
next business day.

Day Three:

After 48 hours of not receiving a response from the requestor, send an email from Cherwell,
requesting the additional information. Set the Pending date and time for the next business day.

Day Four:
3 Try Rule

After not hearing from the End User for four business days the ticket can be Resolved after
sending an email through Cherwell to the requestor as stated below.

Dear Sir or Ma’am,

Regretfully, I have been unable to contact you be telephone or email seeking additional
information needed to move forward with your request. Unfortunately, we are left with no
other choice than to closer your request.

If you still require assistance, please open a new ticket when you have availability to answer
questions to resolve the request. We look forward to the opportunity to assist you.

Thank you,

John Doe