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IM 1.2.01 Misrouted Ticket Process
IM 1.2.01 Misrouted Ticket Process
Document Review
Version
3.1
Effective Date
04/01/13
Last Revised
03/20/13
Annual Review
October 5
Ad-Hoc Review
Change
CRQ
Document Owner
Prepared by
Name
Darren Undershultz
Name
Taras Z. Saranchuk
Role
Director, ICT Processes
Role
Business Analyst
Document Location
http://imtdocs.alberta.ca/operations/585.aspx
Document Sensitivity
Unrestricted
Process Number
C000007
Purpose:
The purpose of this document is to define the process and tasks associated when a Tier 2/3 team
is assigned a ticket by the Service Desk that is not their responsibility. The goals of this process
are to improve ticket resolution time by limiting ticket bounce and to reduce the number of
incorrectly assigned tickets by having the ticket owner directly involved in correcting incorrectly
assigned tickets.
Scope:
This process applies to all ITSM Incidents with service types of User Service Restoration or
Infrastructure Restoration.
This process applies to tickets being routed from the Service Desk to the Tier 2/3 teams.
Out-of-Scope:
Scope does not include service types of User Service Request or Infrastructure Event.
Scope does not include any associated Change Management or Problem Management processes.
Exceptions:
Exceptions to this process must be approved by the GOA Director, ICT Processes and follow
formal Change Management Processes.
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IM 1.2.01 Misrouted Ticket Process
Process Map:
Misrouted Ticket Process
S e rv ic e P ro v id e r Q u e u e M a n a g e r S e rv ic e D e s k C o rp o ra te I n c id e n t M a n a g e m e n t MTP 1.1 Log Incorrect Routing and Redirect via ITSM
End MTP 1.5 Identify and Confirm Correct Queue Yes Receive Incident MTP 1.3 Determine Correct Queue? MTP 1.2 Attempt ≤ 2? No MTP 1.4 Contact Corporate Incident Management No MTP 1.6 Assign According to Queue Identification Yes
Business Rules:
Incorrect routing to be recorded in work info log
Ticket reassignment completed within ITSM Assignment Tab
Correct queue determination to be completed within 10 minutes during business hours
Incorrect routing investigation to be completed to prevent reoccurrence
Activities:
Table 1: Misrouted Ticket Process Activity Matrix
Activity Inputs Description Outputs
MTP 1.1 Log Incorrect Routing and Redirect via ITSM Received Incident Reassigned Incident
Work info log entry indicating Misrouted ticket
Identify correct queue if known or states correct queue unknown
Open ITSM Assignment tab and check Misrouted Ticket box
Redirected Misrouted Ticket Updated work log
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IM 1.2.01 Misrouted Ticket Process
Activity Inputs Description Outputs
MTP 1.2 Attempt ≤ 2?
Incorrectly reassigned ticket
Decision Point:
Service Desk will determine if reassignment attempts are 2 or less
If YES: Move to MTP 1.6 If NO: Move to MTP 1.3
Reassigned ticket in correct queue Reassigned ticket in incorrect queue MTP 1.3 Determine Correct Queue? Redirected Misrouted Ticket Updated work log
Decision Point:
Service Desk will determine if correct queue has been
identified, or can be discovered
If YES: Move to MTP 1.6 If NO: Move to MTP 1.4
Correct ticket queue identified
Incorrectly reassigned ticket
MTP 1.4 Contact Corporate Incident Management Reassigned ticket in incorrect queue
Service Desk unable to determine correct queue Contact Corporate Incident Management for assistance
Misrouted ticket with unknown queue MTP 1.5 Identify and Confirm Correct Queue Misrouted ticket with unknown queue
CIM identifies the correct Service Provider and provides information to Service Desk
Proper queue identified
MTP 1.6 Assign According to Queue Identification Correct ticket queue identified
Service Desk will assign Ticket based on queue identified
Reassigned ticket in proper queue
Roles and Responsibilities:
Table 2: Misrouted Ticket Process RACI Matrix
Misrouted Ticket Process RACI Matrix
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IM 1.2.01 Misrouted Ticket Process
Activity C li en t Servi ce D es k A ss igned Serv ic e Prov ide r Su pp ort T ea m Servi ce Pr ovi d er Su pp or t T eam Q ueue Manag er C orporat e I nc iden t Manage m en t Servi ce D el iv er y Manag er A ff ec ted S er v ice P rovi d er Manage r G O A Fu n ct ional D ir ec to rMTP 1.1 Log Incorrect Routing and Redirect via ITSM
I R,A
MTP 1.2 Determine Correct Queue? R,A C,I
MTP 1.3 Attempt ≤ 2? R,A I
MTP 1.4 Contact Corporate Incident Management R,A C
MTP 1.5 Identify and Confirm Correct Queue I R,A
MTP 1.6 Assign According to Queue Identification
R I A
Measurements:
Every Process will have a balanced set of measurements (Key Performance Indicators) against which its performance can be tracked, communicated and improved. As the process matures, the KPI’s and review cycle may be modified based on the Process Owner’s discretion. The tables below identify the KPI/report and the measurement criteria.
Table 3: Misrouted Ticket Process Measurements
Misrouted Ticket Process Report and Review Cycle
KPI/Report Dai ly Wee kl y Mont h ly E ver y 3 Mont h s E ver y 6 Mont h s Y ear ly Number of Misroutes X
Number of Misroutes that engage CIM X
Document Review:
The document will follow the Review schedule below:
