In order to determine the status of the ticket, concerning employee must be aware of the following statuses.
New
Ticket is already recorded. However, it is not yet seen/acknowledged by the support Team.
Ticket Acknowledged
Concern was already received/acknowledged by the support Team, and is soon resolution will be served.
Ongoing IT Resolution
On this stage, support Team is already working diligently to resolved your concern. Resolution can be a form of actual solution to the issue or a recommendation that will fall to Purchasing and Logistic which are in other word “Escalated Concern to other Team”.
Ongoing Purchasing <5K
This status is considered as escalated concern to other team which IT Group have no control. This status is categorized for particular needing to be purchased with cost not greater than Php5,000.00
Ongoing Purchasing >5K
This status is considered as escalated concern to other team which IT Group have no control. This status is categorized for particular needing to be purchased with cost that is greater than Php5,000.00
Awaiting Logistic Support
This shows once a Trip Ticket is already submitted to Admin team. However, IT Group have no control when will there be an available schedule for concerned support team.
Ongoing Last Mile Resolution
Last mile resolution only occurs when there is a 2nd schedule to resolve a concern, or support needed from Purchasing and Admin was already provided.
Each of this status have a Service Level Agreement (SLA) in order to ensure a timely support is provided,
