** Event Ticket Creation **

• Any CCBC employee can submit an event request through 25Live; it is not restricted to specific roles.
• The person submitting the request is referred to as the Scheduler for tracking and ticket creation purposes.

• 25Live does not automatically generate email confirmations.
  • Instead, Donna Leach or Tiffany Rosario (event coordinators) manually forward the 25Live event details (typically as an email with an attached PDF) to the Helpdesk mailbox for processing.
• Occasionally, other individuals submit tickets or emails directly to the Helpdesk without involving 25Live.
  • Issue: This bypasses Tiffany and Donna, meaning they may not be aware of the event, which can lead to coordination issues.

When creating a ticket for an event request, the following information must be included in the Event Form:

Mandatory Fields:

1. Requestor:
   • The Scheduler (who submitted the 25Live request) is entered as the Requestor.
   • The "Notify Requestor" box should be checked to ensure the Requestor receives updates.
2. Event Name:
   • The exact title of the event from the 25Live email or PDF (e.g., Joint Council).
3. Description:
   • Include a detailed summary of the event, referencing any specific requests or notes from the email or attachments.
   • Example:
     "Event requires a microphone and camera. Please submit a SchoolDude request for room layout and reference confirmation #2024-ACSZVV."
4. Attachments:
   • Upload relevant files, such as:
     • The 25Live confirmation PDF.
     • Room diagrams or layouts (e.g., U-shape layout).
5. Location:
   • Specify the event location (Campus, Building, and Room).
   • If the location is not listed:
     • Leave the building off but ensure the campus is selected.
6. Start Date and Time:
   • Enter the start date and time of the event.
7. End Date and Time:
   • Enter the end date and time of the event.

1. Adding Follow-Up Notes:
   • Any follow-up emails or notes related to the event are added to the ticket as comments.
   • Example: If an email mentions, "I moved 1.9 to the boardroom as requested and approved," this note should be included as a ticket comment with context.
2. Notifying Contacts:
   • After adding the update, notify all contacts and the requestor using the ticket system’s notification feature to ensure everyone is informed.
   • Make sure to notify Donna Leach and Tiffany Rosario as well
3. Editing Ticket Details:
   • For updates that involve changes to the event (e.g., new location, adjusted time, or additional resources), edit the existing ticket details to reflect the most accurate information.
4. Adding New Contacts:
   • If follow-up emails include additional recipients (not already listed in the ticket), add these individuals as contacts to the ticket.

1. Events with Multiple Dates:
   • For events that span multiple dates (e.g., recurring meetings like Joint Council on 1/9, 1/23, 2/6, etc.), separate tickets are created for each date.
   • This ensures clear tracking and avoids confusion for the AV team when managing resources for specific dates.
2. Events Across Multiple Campuses:
   • If an event takes place across multiple campuses (e.g., Essex and Catonsville), a separate ticket is created for each campus.
   • Tickets are routed to the appropriate campus-specific queue to ensure the correct AV team handles the request.
3. Reasons for Splitting Tickets:
   • Splitting tickets by date and campus is critical to:
     • Avoid confusion for the AV teams.
     • Ensure requests are correctly assigned to the team responsible for that campus or specific date.

1. Steps Before Escalation:
   • Before escalating the ticket to the event queue, the following must be completed:
     • Ensure all required fields are filled out (e.g., event details, dates, location, requestor).
     • Add any relevant notes to the ticket.
     • Include all contacts (e.g., schedulers and email recipients) to ensure proper communication.
   • Important: If additional notes or updates come in after the ticket has been escalated, locate the existing ticket and add the new information to keep it up to date.
2. Escalation Process:
   • The AV responsibility field automatically populates to route the ticket to the appropriate Events group.
   • Key Point: Ensure the campus location is correct, as this determines the proper routing to the correct queue and AV team.
3. Follow-Up After Escalation:
   • No special follow-up or confirmation is performed unless requested by the requestor.
   • If the requestor asks for a follow-up, the person who receives the request is responsible for ensuring it is addressed.