Resolving Tickets for Dependent Services

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Draft

When ticket is escalated to another UW help desk or service provider such as Physical Plant, C & C, we will apprise customer of the[escalation] and explain why we are taking this action (not a service we provide, for example).

Prepare a resolution synopsis that details cause and source of the problem, if known, what course of corrective action is being followed [escalation to dependent service] and provide the customer with the ticket number and contact information for the dependent service. Include any important details and information regarding resolution and resolve the CSS ticket.

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