< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
This workflow outlines how User Support handles tickets related to scheduled, on‑campus events that require IT support.
Requesters cannot select the Event Form in TeamDynamix, so event‑related requests typically arrive through general intake forms. User Support is responsible for identifying event‑related tickets, converting them to the correct form, collecting required details, notifying the Events Team, and ensuring timely routing to avoid last‑minute issues.
Audience
User Support staff
Procedure
Step 1: Determine Whether the Ticket Is Event‑Related
Treat the ticket as event‑related when IT support is needed for a scheduled, in‑person activity with a defined date, time, and campus location.
Examples of event‑related requests include:
- Wi‑Fi or Guest Access for events
- Classroom or venue technology assistance
- Equipment or podium checks
- Technology support for workshops or presentations
- IT support for visiting groups or hosted activities
The following are not considered event requests:
- Standard desktop or user‑specific issues
- Tickets referencing a location without an event
- Routine troubleshooting
- Vague campus visit notes
- Vendor access requests
- Facilities‑only setups
If the request includes a scheduled activity with on‑site IT involvement, treat it as an event.
Step 2: Convert the Ticket to the Event Form
Because requesters cannot choose the Event Form, User Support must convert the ticket.
Steps:
- Open the ticket
- Select Edit → Form → Event Form
- Review and verify the following fields:
- Start Date and Time
- End Date and Time
- Campus
- Building and Room
- Contact Person or Scheduler
If required details are missing, collect them before routing.
Step 3: Collect Missing Information
If event details are incomplete, contact the requester using the following message:
To make sure the event is supported correctly, can you confirm the event’s date, time, campus, and room location?
Update the Event Form once the information is received.
If awaiting a response, set the ticket status to On Hold – Pending Customer Response.
Ticket Status and Documentation Requirements
Use In Progress while reviewing the request, collecting event details, converting the ticket to the Event Form, and preparing the ticket for routing.
Use On Hold – Pending Customer Response when waiting for the requester to confirm the event date, time, campus, room location, or other required details.
Document the Event Form conversion, confirmed event details, Responsible Group assignment, and any direct follow-up with the Events Team.
If the event is today or the next morning, document the direct follow-up with the Events Team in internal notes.
Do not close unresolved event-related tickets unless the requester confirms the request is no longer needed or the standard follow-up/closure process has been completed.
Step 4: Assign the Correct Responsible Group
Changing the form does not update the Responsible Group. This must be done manually.
Assign the Events Team for:
- Wi‑Fi or Guest Access
- Classroom technology assistance
- Podium or equipment checks
- Projector, laptop, audio, or display support
- OWL support
- Equipment readiness
- On‑site IT support for scheduled events
If unsure, temporarily assign the ticket to User Support, confirm event details, and then route to the Events Team.
Step 5: Notify the Events Team
Before routing, verify:
- Correct Responsible Group
- Event Form is applied
- Start Date and Time and End Date and Time are accurate
- Campus and room location are listed
Do not rely solely on automated TDX notifications.
If the event is today or scheduled for the next morning, contact the Events Team using the campus iPhone contact list to confirm receipt.
Step 6: Add Internal Summary and Customer Message
Internal notes are required for all event‑related tickets.
Use the appropriate internal summary:
- Converted to Event Form. Added date, time, and location. Verified event details. Assigned to Events Team.
- Converted to Event Form. Missing date, time, or location. Awaiting customer response.
- Contacted Events Team via iPhone due to short timeline.
Send a customer‑facing message only when requesting missing information or confirming that the ticket is being processed.
If awaiting a response, set the ticket to On Hold – Pending Customer Response.
Step 7: Route the Ticket to the Events Team
Once the following are complete:
- Event details are confirmed
- Event Form is applied
- Responsible Group is correct
- Internal summary is added
Route the ticket to the Events Team.
User Support prepares and routes the ticket.
The Events Team performs on‑site event support.
Step 8: Follow Up for Imminent Events
If the event is today or the next morning:
- Do not change the ticket priority
- Contact the Events Team via campus iPhone
- Document the follow‑up in internal notes
Use:
Followed up due to short timeline.
STOP POINT – User Support Boundary
For event‑related tickets, User Support responsibilities end after proper identification, form conversion, information collection, notification, and routing.
User Support should not perform on‑site event support or manage event execution.