Q: How will the ticketing system identify training needs and system issues, and how will users receive feedback through the ticket process?
A: The ticketing system helps identify both system defects and training needs by tracking issue trends and reviewing how tickets are submitted and resolved. Tickets stay open until fixes are confirmed, ensuring accurate visibility into recurring problems. Tier 2 follows established workaround guidance before escalating or closing issues, and users retest fixes or tickets close after five business days without response.
Service desk reviews and data analysis highlight where additional user training is needed and whether training-related issues are entering the ticket system. OTSI will also verify that current county messaging on ticket closure aligns with actual ticket behavior.
Through this process, the system provides users with clear updates while helping identify both technical issues and training gaps.
Service desk reviews and data analysis highlight where additional user training is needed and whether training-related issues are entering the ticket system. OTSI will also verify that current county messaging on ticket closure aligns with actual ticket behavior.
Through this process, the system provides users with clear updates while helping identify both technical issues and training gaps.