Objectives:

- To describe each of the 4 issue types for which a ticket is submited. 

- That the Requester understands how to differentiate between types of issues.



Types of Issue

  1. Consult: It is the request for information about an IT service or functionality

  2. Incident: It is the unplanned interruption of an IT service or the reduction of the quality of an IT service.

  3. Change request: it is the process by which the user requests changes in functionality that necessarily involve development.

  4. Data Update: it is the request to update selected information on the site, but not the change of a functionality.




Why specifying the issue Type is important


The Support Team has different protocols depending on the type of issue we're dealing with.


Incidents are usually prioritized over Consults and Data Updates, as they can potentially interrupt the service and generate loss of customers and revenue.

Even if Data Updates are necessary in order for a user or group of users to advance to the next stage, they are usually treated as low priority because they don't threat the availability of the BDV Solutions website.

Consults are used to clarify doubts about how something works, or why something is the way it is. Such an inquiry is important on a user level, but presents to urgency on an operational level.

Change Requests* are expected to take more time to be implemented into the platform, as they need to pass many stages before being approved and integrated into the next iteration of the BDV Solutions site. 


For this reason, resolution times will vary depending on the nature of the issue.



How to specify the ticket Type


At the time of creating a ticket through the Support Portal, one of the required ticket fields is Type ** Here you will be prompted to choose from the 4 available options:




* It's important not to confuse a Change Request with a Data Update, as Change Requests will require a fair deal of Development (Programming, Testing and Restructuring of code)


** The Help Desk analyst may modify the Type of ticket you selected, even after the ticket has been created and worked on.