Sl.

no Service Type Main Category

1 Problem Computer & Hardware Issue
2 Problem Computer & Hardware Issue
3 Problem Computer & Hardware Issue
4 Problem Computer & Hardware Issue
5 Problem Computer & Hardware Issue
6 Problem Computer & Hardware Issue
7 Problem Computer & Hardware Issue
8 Problem Computer & Hardware Issue
9 Problem Computer & Hardware Issue
10 Problem Computer & Hardware Issue
11 Problem Computer & Hardware Issue
12 Problem Printer/Scanner
13 Problem Printer/Scanner
14 Problem Printer/Scanner
15 Problem Printer/Scanner
16 Problem Printer/Scanner
17 Problem Printer/Scanner
18 Problem Application Issue
19 Problem Application Issue
20 Problem Application Issue
21 Problem Application Issue
22 Problem Application Issue
23 Problem Application Issue
24 Problem Application Issue
25 Problem Application Issue
26 Problem Login Issue
27 Problem Login Issue
28 Problem Login Issue
29 Problem Network Issue
30 Problem Network Issue
31 Problem Network Issue
32 Problem Email Issue
33 Problem Email Issue
34 Problem Email Issue
35 Problem Email Issue
36 Problem Email Issue
37 Human Resources Employee
38 Human Resources Employee
39 Enterprise Apps Problem CRM
40 Enterprise Apps Problem CRM
41 Enterprise Apps Problem CRM
42 Enterprise Apps Problem Contact Center System Issues
43 Enterprise Apps Problem Contact Center System Issues
44 Enterprise Apps Problem Contact Center System Issues
45 Enterprise Apps Problem Contact Center System Issues
46 Enterprise Apps Problem Contact Center System Issues
47 Enterprise Apps Problem Contact Center System Issues
48 Enterprise Apps Problem Contact Center System Issues
49 Enterprise Apps Problem Contact Center System Issues
50 Enterprise Apps Problem Contact Center System Issues
51 Enterprise Apps Problem Contact Center System Issues
52 Enterprise Apps Problem Contact Center System Issues
53 VPN VPN
54 VPN VPN
55 VPN VPN
56 VPN VPN
57 Change Request Standard Change
58 Change Request Standard Change
59 Change Request Standard Change
60 Change Request Standard Change
61 Change Request Standard Change
62 Change Request Standard Change
63 Change Request Major Change

64 Change Request Emergency Change

65 Incident Reporting Major Incident

66 Incident Reporting Major Incident
67 Incident Reporting Major Incident
68 Incident Reporting Major Incident
69 Incident Reporting Major Incident
70 Incident Reporting Major Incident
71 Incident Reporting Major Incident
72 Incident Reporting Major Incident
73 Incident Reporting Standard Incident
74 ICT Procurement Hardware
75 ICT Procurement Hardware
76 ICT Procurement Hardware
ICT Procurement Hardware
77 ICT Procurement Hardware
78 ICT Procurement Software and Software Licenses
79 ICT Procurement Software and Software Licenses
80 Backup and Restoration Backup
81 Backup and Restoration Backup
82 Backup and Restoration Backup
83 Backup and Restoration Backup
84 Backup and Restoration Restore
85 Backup and Restoration Restore
86 Backup and Restoration Restore
 Subcategory Ticket Priority Selction
Computer does not power on Low, Medium, High
Computer is slow Low, Medium, High
Unable to see Login Screen Low, Medium, High
Computer Heating Issue Low, Medium, High
Power Cord / Adapter Issue Low, Medium, High
BSOD - Blue Screen Error Low, Medium, High
PC Stuck on Installing updates Low, Medium, High
Mouse not working Low, Medium, High
Server not responding Low, Medium, High
Reboot Loop Low, Medium, High
Others Low, Medium, High
Unable to Print / Scan Low, Medium, High
Printer/Scanner not responding Low, Medium, High
Replace Toner Cartridge Low, Medium, High
Install printer driver Low, Medium, High
Relocate/Move Printer Low, Medium, High
Paper Jam Low, Medium, High
Chrome Issue Low, Medium, High
Microsoft Productivity Suite Word / Excel / Powerpoint / Access not working Low, Medium, High
Add Second Language Low, Medium, High
Adjust Date / Time Low, Medium, High
Activation Issues Low, Medium, High
Application Installation / Reinstallation Low, Medium, High
Antivirus Issue Low, Medium, High
Unable to access website Low, Medium, High
Windows Password Reset Low, Medium, High
Locked Account Low, Medium, High
General Login Issue Low, Medium, High
Unable to connect to WiFi Low, Medium, High
Internet not working Low, Medium, High
WiFi Icon does not show Low, Medium, High
Email Password Reset Low, Medium, High
Unable to Send/Receive Low, Medium, High
PST File Issue Low, Medium, High
Outlook Issue Low, Medium, High
Unable to login Low, Medium, High
New Employee Onboarding Low, Medium, High
New Employee Offboarding Low, Medium, High
CRM not working Low, Medium, High
CRM Password Reset Low, Medium, High
CRM not loading Low, Medium, High
Outgoing Calls Issue Low, Medium, High
 Incoming Calls Issue
Transfer Calls Issue
Headset not working
Call Center Application not working
Voice Issue
Unable to login to Genesys
Unable to login to Ziwo
Avaya Communicator Issue
Avaya Agent Desk Issue
Agent Skill Issue
Unable to connect
Password Reset
VPN Installation
VPN disconnection Issue
Change Agent Skill Set
Change WiFi Password
Change Employee ID Card Access
Server changes
WiFi Changes
Firewall changes
Others
Others
Network Outage
Server Outage
CRM Outage
Contact Center System Outage
VPN Outage
Virus Outbreak
DDoS
Others (Natural Disasters)
Virus Infection
Procure New Server
Procure New Laptop
Procure Accessories
Employee Onboarding Equipment
Procure Headset
Procure New Software
Renew Software License
Backup files/folders
Backup mailbox
Special Backup Requests
Information about backup
Restore files/folders
Restore mailbox
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Standard SLA
Low, Medium, High, Critical
Critical
Critical
Critical
Critical
Critical
Critical
Critical
Critical
Low, Medium, High
Standard SLA
Standard SLA
Standard SLA
Standard SLA
Standard SLA
Standard SLA
Standard SLA
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Low, Medium, High
Special Restore Requests Low, Medium, High
 Standard Opreation Hours (SOH)
09:00 - 18:00 Hrs
09:00 - 22:00 Hrs

Ticket Priority
SLA
Low
Medium
High
Critical
Standard (Only ICT Procurement & Major Change)

Ticket Status
Pending
Open
Resolved
Closed
Assigned

Ticket Auto Assignment Flow

Name
eation Hours (SOH) Location
Monday - Friday (Excluding Public Holidays)
Monday - Saturday (Excluding Public Holidays)

Ticket Priority
Response Time Resolution Time Operating Time
4 Hrs 24 Hrs SOH
2 Hrs 12 Hrs SOH
1 Hr 4 Hrs N/A
5 Mins Immediate N/A
1 Hr 7 Days SOH

Description SLA
New Ticket Not Accessed or assigned -
Work in Progress 2 days
Issue resolved but not closed (Follow-up) 2 days
Issue resolved and closed
Assigned to Vendor Support 7 days

Ticket Auto Assignment Flow

Email Location Assignment
L1
L1
L1
L1
L2
L3