Provider Desk Incident Management and Intake
When you contact ProDesk for assistance with issues related to Networking,
Supported Products, policies, or other IT related questions, we make every
effort to resolve your issue or answer your question on your first contact
with us. We accomplish this by asking a variety of questions to get a clear
understanding of the situation that prompted your call. This triage often helps
us resolve your case immediately. In addition, it allows us to document details
that help expedite resolution for you in the event we need to route your case
to one of the various service groups within ISC for whom ProDesk provides
intake services.
If your issue is not resolved immediately, you will be provided
with an incident number for your future reference. Please
ask for one if it is not given to you.
Once a case is routed to a group other than ProDesk, ProDesk no longer has
control over it and ProDesk staff no longer see it in the active cases console
of our tracking software Remedy. ISC Networking & Telecommunications
distributes reports to our customers regarding status of cases that
reside with any group in ISC.
Below are some of the groups and some of the common related case types for
which ProDesk provides intake:
ISC Networking Operations
- AirPennNet & AirPennNet guest issues
- Building outages
- Intermittent connectivity issues
- Network performance issues
- Port outages
Network Administration
- Assignments access
- DHCP requests
- IP range requests
- KAdmin requests
- Policy questions
Telecommunications
- PennNet Phone problems
- Asterisk (PennNet Phone) Voicemail issues
- Interactive Intelligence ACD questions
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Network Engineering Services
- Class lists questions
- Exchange & Zimbra issues
- Kite questions
- PennNames issues
- PennNet Mailing Lists
- Penn WebLogin questions
- WWW questions
ISC Security issues
- Port disconnect case closure
- Initiation of port reconnect process
Administrative Systems & Data Administration
- BEN Financials performance issues
(Client configuration and escalation of application problems)
- Directory issues
- PennCommunity data issues
Miscellaneous
- Supported Products questions
- PennKey/Penn Community issues
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We are working continuously with various groups within ISC to improve the
service we collectively provide to you. For example, we are currently working
to develop ways of reporting on all cases that originated with ProDesk so
that we can be a better advocate for your cases once they have left the ProDesk
queue.
Please
feel free to contact us if you have not received follow up or resolution
to your case within 24 hours.
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