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Lifecycle Steps <br />1. End-users submit ticket requests. <br />2. Upon receipt, an acknowledgment email is sent to the requestor and provides a link for <br />the user to track their ticket's progress. <br />3. Once received, the ticket is reviewed by DIT staff for the appropriate categorization and <br />assignment. At this stage, tickets may be reassigned to another DIT section for appropriate <br />mitigation. <br />4. Help desk staff contacts the requestor to either request more information or confirm a <br />solution. <br /> a. Solution proposals may be repeated if the issue is not resolved in the first phase. <br />5. Once the issue is resolved, and the appropriate solution is provided, the help desk ticket <br />is closed. <br /> a. Help desk requests that are deemed "not fixable" may remain open for an extended period of time. <br /> <br />14 Introduction <br />