Ticket Creation Process
Ticket Management
Incident - Issue
“An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, Laptop not working or Engage Portal not working.”
Service Request - Service
“Service Request should be raised when you are requesting anything from your organization; access to Software; or to requesting for new IT equipment. Service requests are managed by the request fulfilment process, usually in conjunction with the IT Team.”
Incident
Service request
An unplanned interruption to an IT service or reduction in the quality of an IT service.
A formal request from a user for something to be provided.
E.g. Laptop Charger is not working.
E.g. A request for software access is required.
Risk varies with the type of incident and the stage it's at.
Low risk, approval is require.
Steps How to raise incident ticket
- Please go to “https://helpdesk.thrivepass.com/”
- Please click on Sign in and you will be automatically signed in.
- If you want to raise an incident kindly go to “report an issue”
- Please select the category as per the issue. Please share the description about the issue and click on submit.
How to raise service request
- Please go to “https://helpdesk.thrivepass.com/”
- Please click on Sign in and you will be automatically signed in.
- If you want to raise an incident kindly go to “request a service”
- Please select her vendor and fill the details for requesting access to software or vendor.
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If you have any questions or doubts about the process. Kindly contact below team members for assistance.
- Ayush Panwar – Point of contact for Service Request
- Deependra Singh - Point of contact for Incident