Work Orders vs Trouble Tickets

Support from Telephone and Network Services (TNS) is separated into two distinct categories; Work Orders and Trouble Tickets.

Trouble Tickets are defined as a piece of equipment or a services that is in existence and was at one time fully functional that is now not working correctly or has diminished service.  Examples of Trouble Ticket items are;

Work Orders are defined as a request for a new piece of equipment or service or the modification of an existing piece of equipment or service.  Work Orders are also sometimes referred to as Moves, Adds and Changes to telephone or network equipment.  Examples of Work Order items are;

All Trouble Tickets and Work Orders are submitted on the web at http://support.boisestate.edu .  No Trouble Ticket or Work Order will be reviewed or considered until the web form has been submitted.  The Work Order and Trouble Ticket queues are monitored all day long.  Items that are submitted as a trouble ticket but are in actuality a Work Order are moved to the correct queue. 

Trouble Ticket items are responded to within 4 hours.  The actual response time is quicker, but longer times can occur during the start of semesters. Trouble Tickets that are the fault of broken equipment or configuration problems (or the fault of the TNS staff) are corrected and are not billed to the client.  Trouble Ticket items that are the fault of the client are billed at the normal billing rate.  Abuse of the Trouble Ticket system to get immediate service for a normally billed action is billed at the Priority Service level (3 times the normal labor rate).

Work Orders are queued and scheduled for completion.  The expected timeline for service is published at the web site http://phones.boisestate.edu/respondisplay.asp .  Priority Service is available for immediate service and information is provided at http://phones.boisestate.edu/priority.htm .

DNS, Static IP and Relay (SMTP) requests are initiated with a web form at http://network.boisestate.edu . 

These requests may be made at any time and are filled when time is available to the TNS and at a minimum every Wednesday.  The time is not set for when on Wednesday the requests are filled so for expectation sake, forms submitted on Tuesdays will be filled the next day.  Requests made on Wednesday may be filled the same day or may take a week to process.  If an immediate DNS, Static IP or Relay service is needed, indicate in the request that the action is needed immediately and it will be taken care of the same business day.  The charge for an immediate DNS, Static IP or Relay service is ¼ hour labor rate (currently $9).

Regardless of an immediate need or not, the University Account Code must be correctly filled or the request will not be performed.  The tracking of the DNS, Static IP and Relay service is tied to the organization code contained in the Account Code.