OCIO_SD_-_Attachment_18_-_Normal_vs._Quick_Ticket_Summary.xls
XLS spreadsheet 68 KB Posted
- Attached to
- OCIO Service Desk Support Services Solicitation Version 2 Federal contract opportunity
- Solicitation number
- DOL131RP21660
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Attachment 18 - Normal vs Quick Ticket Summary
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Remedy Decision Tree
| Master List of Remedy Decision Tree | ||
| Application | ||
| Application - Abatement tracking system | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Abatement tracking system - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Annual Acquisition Plan & Procurement Forecast | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Annual Acquisition Plan & Procurement Forecast - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Application Patch | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - CPS | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - CPS - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - Data Maintenance DOL | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - Data Maintenance DOL External Data | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - Data Maintenance DOL Internal Data | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - Data Maintenance FEA Reference Model | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMS Error Message | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Account Creation | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Account Deletion | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Dashboard Issues | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Duplicate Objects | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Error Message | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB PDF Reports Down | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Reports Not Functioning | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Training Request | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Update Web Content | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DEAMSWEB Upload File | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - DOL EA Requirement Inquiry | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - Model State Change Request | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - Modeler Account Creation | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - Modeler Account Deletion | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - DEAMS - TROUX Training Request | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Account Creation | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Add user to database | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Change - Asset | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Change - User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Password Reset | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Report | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Run Script | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Eproperty - Unable to Connect | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - AAMS - Unable to award | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS - Account Documentation | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS 3028 Error | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS Commerce 1 System Error | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS De-obligation | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS FPDS Reporting Issues | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS Modify Approval Chain | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS Run Script | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS Ship To Address Creation/Modification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS Shopping Cart Requires Troubleshooting | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS User Login Problem | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS User Profile Modification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS Vendor Profile Modification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - EPS Workflow Issues | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - NCFMS - Account Code | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - NCFMS - Amendment already exists | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - NCFMS - Invalid DUNS/TIN | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - EPS - NCFMS - Other | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - LACS | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - LACS - Forgot PIV Card needs temp password | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - LACS - Incorrect Drivers | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - LACS - LACS Card Locked | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - LACS - LACS PIN Problem | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - LACS - Login Error | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Matter Management System | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Matter Management System - Login Problems | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Matter Management System - Office Assignment | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Matter Management System - Roles/Permissions Modification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Matter Management System - System Changes | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Matter Management System - Troubleshooting | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSDI Application Survey (Select Product in classification tab) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSEC Blog | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSEC Blog - Add User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSEC Blog - Connectivity | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSEC Blog - Error Message - Access | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSEC Blog - Error Message - Usage | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSEC Blog - Modify User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - OSEC Blog - Remove User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Parking System | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Parking System - Install | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Parking System - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - PIV II | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - PIV II - Account Creation | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - PIV II - Account Deletion | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - PIV II - Fingerprints | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - PIV II - Password Reset | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - PIV II - PIV Badge Issuance | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Remedy | ||
| Application - Remedy - Change request | ||
| Application - Remedy - Error Message | ||
| Application - Remedy - Modify User | ||
| Application - Remedy - New User | ||
| Application - Remedy - Remedy Password Reset | ||
| Application - Remedy - Report | ||
| Application - Remedy - Set profile to obsolete | ||
| Application - SharePoint | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SharePoint - Connectivity | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SharePoint - Delete User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SharePoint - New User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SharePoint - Search | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SharePoint - Server Configuration | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SharePoint - Troubleshooting | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SHIMS | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SHIMS - Connectivity | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SHIMS - Delete User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SHIMS - New User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SHIMS - Report | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SHIMS - Run Script | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SHIMS - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS - Connectivity | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS - Delete User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS - New User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS - Report | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS FOIA | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS FOIA - Connectivity | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS FOIA - Delete User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS FOIA - New User | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS FOIA - Report | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS FOIA - Run Script | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - SIMS FOIA - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Space Management System | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Space Management System - Connectivity | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Space Management System - Report | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Space Management System - Run Script | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Space Management System - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Title VII | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - Title VII - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - TSS | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - TSS - Connectivity | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - TSS - Error Message | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - TSS - Monthly Close-Out | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - TSS - Report | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Application - TSS - Run Script | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Checkpoint | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Checkpoint - Full Disk Encryption - Policy Update | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Checkpoint - Full Disk Encryption - Troubleshoot | ||
| Checkpoint - Full Disk Encryption - Unlock | ||
| Checkpoint - Media Encryption - Password Recovery | ||
| Checkpoint - Media Encryption - Troubleshoot | ||
| Checkpoint - Media Encryption - User Assistance | ||
| ECN Account Services/AD Objects | ||
| ECN Account Services/AD Objects - Administrator Account | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Administrator Account - Create | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Administrator Account - Delete | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Administrator Account - Modify | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Administrator Account - Unlock | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - DOL Global Agency Modification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Machine Account | ||
| ECN Account Services/AD Objects - Machine Account - Add to Domain | ||
| ECN Account Services/AD Objects - Machine Account - Remove from Domain | ||
| ECN Account Services/AD Objects - Office Share | ||
| ECN Account Services/AD Objects - Office Share - Clean Up | ||
| ECN Account Services/AD Objects - Office Share - Create | ||
| ECN Account Services/AD Objects - Office Share - Delete | ||
| ECN Account Services/AD Objects - Office Share - Grant User Access/Security Permissions | ||
| ECN Account Services/AD Objects - Office Share - Map | ||
| ECN Account Services/AD Objects - Office Share - Restore - Normal | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Office Share - Restore - Special (Older than 6 months) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Security Group | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Security Group - Create | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Security Group - Delete | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - Security Group - Modify | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - User Account | ||
| ECN Account Services/AD Objects - User Account - Account deleted by inactivity script | ||
| ECN Account Services/AD Objects - User Account - Create | ||
| ECN Account Services/AD Objects - User Account - Delete - Voluntary | ||
| ECN Account Services/AD Objects - User Account - Modify | ||
| ECN Account Services/AD Objects - User Account - Password Reset | ||
| ECN Account Services/AD Objects - User Account - Password Reset (Verified Resolved) | ||
| ECN Account Services/AD Objects - User Account - Recertification | ||
| ECN Account Services/AD Objects - User Account - Remote Access Request | ||
| ECN Account Services/AD Objects - User Account - Scanner Template Creation | ||
| ECN Account Services/AD Objects - User Account - Unlock | ||
| ECN Account Services/AD Objects - User Share | ||
| ECN Account Services/AD Objects - User Share - Clean Up | ||
| ECN Account Services/AD Objects - User Share - Create | ||
| ECN Account Services/AD Objects - User Share - Delete | ||
| ECN Account Services/AD Objects - User Share - Map | ||
| ECN Account Services/AD Objects - User Share - User File Restore - Normal | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Account Services/AD Objects - User Share - User File Restore - Special (Older than 6 months | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| ECN Service Outages | ||
| ECN Service Outages - ECN Announcement | ||
| ECN Service Outages - Ironport Services | ||
| ECN Service Outages - Network Segment | ||
| ECN Service Outages - Scheduled Maintenance Window | ||
| ECN Service Outages - Unscheduled Maintenance Window | ||
| Exemption Request | ||
| Exemption Request - Mail Box Size Exemption Request (form required) | ||
| Exemption Request - Network Storage Exemption request (requires form) | ||
| Exemption Request - Portable Media Encryption Exemption request (requires form) | ||
| General Inquiry (DO NOT USE, Contact helpdesk for further instructions) | ||
| Hardware | ||
| Hardware - Blackberry | ||
| Hardware - Blackberry - Add to Server | ||
| Hardware - Blackberry - Delete User | ||
| Hardware - Blackberry - Device Upgrade | ||
| Hardware - Blackberry - Enterprise Activation | ||
| Hardware - Blackberry - Not Receiving Mail | ||
| Hardware - Blackberry - Password Reset | ||
| Hardware - Certification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - Certification - New | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - Certification - Upgrade | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - Conference Room | ||
| Hardware - Conference Room - Breakdown | ||
| Hardware - Conference Room - Setup | ||
| Hardware - Desktop | ||
| Hardware - Desktop - Connectivity | ||
| Hardware - Desktop - Install | ||
| Hardware - Desktop - Maintenance | ||
| Hardware - Desktop - Reimage | ||
| Hardware - Desktop - Surplus | ||
| Hardware - Desktop - Troubleshooting | ||
| Hardware - Inventory Activity | ||
| Hardware - Laptop | ||
| Hardware - Laptop - Checkpoint Unlock | ||
| Hardware - Laptop - Connectivity | ||
| Hardware - Laptop - Docking Station - Troubleshooting/Replacement | ||
| Hardware - Laptop - Install | ||
| Hardware - Laptop - Loaner Issuance | ||
| Hardware - Laptop - Maintenance | ||
| Hardware - Laptop - Reimage | ||
| Hardware - Laptop - Surplus | ||
| Hardware - Laptop - Troubleshooting | ||
| Hardware - Move (Product category MUST be completed under classification tab) | ||
| Hardware - PBX | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - PBX - Install | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - PBX - Modification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - PBX - Password Reset | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - PBX - Service Disruption | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Hardware - Peripheral | ||
| Hardware - Peripheral - Keyboard | ||
| Hardware - Peripheral - Monitor | ||
| Hardware - Peripheral - Mouse | ||
| Hardware - Port Reset (Complete NIT Template in notes) | ||
| Hardware - Printer | ||
| Hardware - Printer - Local Printer Install | ||
| Hardware - Printer - Local Printer Troubleshooting | ||
| Hardware - Printer - Network Printer Connectivity | ||
| Hardware - Printer - Network Printer Install - New | ||
| Hardware - Printer - Network Printer Mapping | ||
| Hardware - Printer - Network Printer Troubleshooting | ||
| Hardware - Printer - Toner Request | ||
| Hardware - Projector | ||
| Hardware - Projector - Loaner Issue | ||
| Hardware - RSA Token | ||
| Hardware - RSA Token - Configuration | ||
| Hardware - RSA Token - Connectivity | ||
| Hardware - RSA Token - Deletion | ||
| Hardware - RSA Token - PIN Reset | ||
| Hardware - RSA Token - Soft Token | ||
| Hardware - RSA Token - Training | ||
| Hardware - Sanitize | ||
| Hardware - Sanitize - Blackberry | ||
| Hardware - Sanitize - Desktop | ||
| Hardware - Sanitize - Laptop | ||
| Hardware - Sanitize - Server | ||
| Hardware - Sanitize - Thumb Drive | ||
| Hardware - Scanner | ||
| Hardware - Scanner - Local Scanner Install | ||
| Hardware - Scanner - Network Scanner Connectivity | ||
| Hardware - Scanner - Network Scanner Install | ||
| Hardware - Scanner - Network Scanner Mapping | ||
| Hardware - Scanner - Network Scanner Repair | ||
| Hardware - VTC Setup | ||
| Hardware - Webcam | ||
| Hardware - Webcam - Install | ||
| Hardware - Webcam - Troubleshoot | ||
| Hardware - Wireless Card | ||
| Hardware - Wireless Card - Install | ||
| Hardware - Wireless Card - Loaner | ||
| Hardware - Wireless Card - Training | ||
| Internet\Intranet | ||
| Internet\Intranet - Add to trusted sites | ||
| Internet\Intranet - Forms | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Internet\Intranet - Forms - Create | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Internet\Intranet - Forms - Delete | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Internet\Intranet - Forms - Modify | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Internet\Intranet - Websence Block Investigation | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services | ||
| Messaging Services - Account - Modify | ||
| Messaging Services - Contact Creation | ||
| Messaging Services - Distribution List (DL form required) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Distribution List (DL form required) - Create | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Distribution List (DL form required) - Delete | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Distribution List (DL form required) - Modify | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Distribution List (DL form required) - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - E-mail delivery issue | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Calendar (public folder form required) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Calendar (public folder form required) - Create | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Calendar (public folder form required) - Delete | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Calendar (public folder form required) - Modify | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Calendar (public folder form required) - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Folder (public folder form required) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Folder (public folder form required) - Create | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Folder (public folder form required) - Delete | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Folder (public folder form required) - Modify | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Folder (public folder form required) - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Mailbox (public mailbox form required) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Mailbox (public mailbox form required) - Create | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Mailbox (public mailbox form required) - Delete | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Mailbox (public mailbox form required) - Modify | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Public Mailbox (public mailbox form required) - Troubleshoot | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Restoration (Path and last seen date required) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Restoration (Path and last seen date required) - Normal | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Restoration (Path and last seen date required) - Special (Older than 6 months | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Messaging Services - Spam | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Microsoft Office 2003 Products - Access - Install | ||
| Microsoft Office 2003 Products - Access - Troubleshoot | ||
| Microsoft Office 2003 Products - Excel - Install | ||
| Microsoft Office 2003 Products - Excel - Troubleshoot | ||
| Microsoft Office 2003 Products - Internet Explorer - Install | ||
| Microsoft Office 2003 Products - Internet Explorer - Troubleshoot | ||
| Microsoft Office 2003 Products - Internet Explorer - Uninstall | ||
| Microsoft Office 2003 Products - Microsoft Office Suite - Install | ||
| Microsoft Office 2003 Products - Microsoft Office Suite - Troubleshoot | ||
| Microsoft Office 2003 Products - Power Point - Install | ||
| Microsoft Office 2003 Products - Power Point - Troubleshoot | ||
| Microsoft Office 2003 Products - Project - Install | ||
| Microsoft Office 2003 Products - Project - Troubleshoot | ||
| Microsoft Office 2003 Products - Project - Uninstall | ||
| Microsoft Office 2003 Products - Publisher - Install | ||
| Microsoft Office 2003 Products - Publisher - Troubleshoot | ||
| Microsoft Office 2003 Products - Visio - Install | ||
| Microsoft Office 2003 Products - Visio - Troubleshoot | ||
| Microsoft Office 2003 Products - Visio - Uninstall | ||
| Microsoft Office 2003 Products - Word - Install | ||
| Microsoft Office 2003 Products - Word - Troubleshoot | ||
| Microsoft Office 2010 Products - Microsoft Office Suite - Install | ||
| Microsoft Office 2010 Products - Microsoft Office Suite - Troubleshoot | ||
| Microsoft Office 2010 Products - Project - Install | ||
| Microsoft Office 2010 Products - Project - Troubleshoot | ||
| Microsoft Office 2010 Products - Project - Uninstall | ||
| Microsoft Office 2010 Products - Visio - Install | ||
| Microsoft Office 2010 Products - Visio - Troubleshoot | ||
| Microsoft Office 2010 Products - Visio - Uninstall | ||
| RSA Token - Soft Token - Configuration | ||
| RSA Token - Soft Token - Password Reset | ||
| RSA Token - Soft Token - Troubleshoot | ||
| Security Incidents | ||
| Security Incidents - Blackberry Wipe | ||
| Security Incidents - Desktop Malware/Spyware/Virus Scan | ||
| Security Incidents - Laptop Malware/Spyware/Virus Scan | ||
| Security Incidents - Lost\Stolen Blackberry | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Security Incidents - Lost\Stolen Desktop | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Security Incidents - Lost\Stolen Laptop | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Security Incidents - Lost\Stolen RSA Token | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Security Incidents - Malware detected and not handled email | ||
| Security Incidents - nCircle Update | ||
| Servers - Must Designate App or Service Product Categories | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Application Server | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Application Server - Install | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Application Server - Outage | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Application Server - Request for Information | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Application Server - Update | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Application Server - Upgrade | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Web Server | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Web Server - Install | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Web Server - Outage | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Web Server - Request for Information (complete server name in summary field) | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Web Server - Update | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Servers - Must Designate App or Service Product Categories - Web Server - Upgrade | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Software | ||
| Software - Adobe | ||
| Software - Adobe - Adobe Flash Player Install | ||
| Software - Adobe - Adobe Professional Install | ||
| Software - Adobe - Adobe Professional Troubleshoot | ||
| Software - Adobe - Adobe Reader Install | ||
| Software - Adobe - Adobe Reader Troubleshoot | ||
| Software - Adobe - Security Vulnerability Patch Request | ||
| Software - Adobe - Training (select product in Classification tab, Prod category Tier3) | ||
| Software - Certification | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Software - Certification - New | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Software - Certification - Upgrade | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Software - Checkpoint | ||
| Software - Checkpoint - Full Disk Encryption | ||
| Software - Checkpoint - Media Encryption | ||
| Software - Install (non MS office or OS programs) | ||
| Software - Install (non MS office or OS programs) - Anyconnect | ||
| Software - Install (non MS office or OS programs) - Autocad | ||
| Software - Install (non MS office or OS programs) - Brio Enterprise | ||
| Software - Install (non MS office or OS programs) - Cisco VPN Client | ||
| Software - Install (non MS office or OS programs) - Citrix Client | ||
| Software - Install (non MS office or OS programs) - Core Load - XP | ||
| Software - Install (non MS office or OS programs) - Dragon Naturally Speaking | ||
| Software - Install (non MS office or OS programs) - DT Search | ||
| Software - Install (non MS office or OS programs) - eOPF | ||
| Software - Install (non MS office or OS programs) - IPASS | ||
| Software - Install (non MS office or OS programs) - J Initiator | ||
| Software - Install (non MS office or OS programs) - Java | ||
| Software - Install (non MS office or OS programs) - JAWS | ||
| Software - Install (non MS office or OS programs) - Malwarebytes | ||
| Software - Install (non MS office or OS programs) - Passport | ||
| Software - Install (non MS office or OS programs) - People Tools | ||
| Software - Install (non MS office or OS programs) - ScanSoft | ||
| Software - Install (non MS office or OS programs) - Spybot | ||
| Software - Install (non MS office or OS programs) - WebEx | ||
| Software - Install (non MS office or OS programs) - Winzip | ||
| Software - Install (non MS office or OS programs) - ZoomText | ||
| Software - Microsoft Office 2003 Products | ||
| Software - Microsoft Office 2003 Products - Access | ||
| Software - Microsoft Office 2003 Products - Excel | ||
| Software - Microsoft Office 2003 Products - Internet Explorer | ||
| Software - Microsoft Office 2003 Products - Microsoft Office Suite | ||
| Software - Microsoft Office 2003 Products - MS Office 2003 Training | ||
| Software - Microsoft Office 2003 Products - Power Point | ||
| Software - Microsoft Office 2003 Products - Project | ||
| Software - Microsoft Office 2003 Products - Publisher | ||
| Software - Microsoft Office 2003 Products - Visio | ||
| Software - Microsoft Office 2003 Products - Word | ||
| Software - Microsoft Office 2010 Products | ||
| Software - Microsoft Office 2010 Products - Access | ||
| Software - Microsoft Office 2010 Products - Application Testing | ||
| Software - Microsoft Office 2010 Products - Excel | ||
| Software - Microsoft Office 2010 Products - Microsoft Office Suite | ||
| Software - Microsoft Office 2010 Products - PowerPoint | ||
| Software - Microsoft Office 2010 Products - Project | ||
| Software - Microsoft Office 2010 Products - Publisher | ||
| Software - Microsoft Office 2010 Products - Training | ||
| Software - Microsoft Office 2010 Products - Visio | ||
| Software - Microsoft Office 2010 Products - Word | ||
| Software - Microsoft Outlook | ||
| Software - Microsoft Outlook - Archive Corruption/Repair | ||
| Software - Microsoft Outlook - Archiving Assistance/Training | ||
| Software - Microsoft Outlook - Assistance Locating Email | ||
| Software - Microsoft Outlook - Configuration | ||
| Software - Microsoft Outlook - Troubleshoot | ||
| Software - Microsoft Windows 7 | ||
| Software - Microsoft Windows 7 - Deployment | ||
| Software - Microsoft Windows 7 - Training | ||
| Software - Microsoft Windows 7 - Troubleshoot/Configuration | ||
| Software - Microsoft Windows XP | ||
| Software - Microsoft Windows XP - Configuration Troubleshoot/Configure | ||
| Software - Microsoft Windows XP - Training | ||
| Software - Pointsec | ||
| Software - Pointsec - Password Recovery | ||
| Software - Pointsec - Training/Assistance | ||
| Software - Troubleshoot (non MS Office or OS programs) | ||
| Software - Troubleshoot (non MS Office or OS programs) - Anyconnect | ||
| Software - Troubleshoot (non MS Office or OS programs) - Autocad | ||
| Software - Troubleshoot (non MS Office or OS programs) - Brio | ||
| Software - Troubleshoot (non MS Office or OS programs) - Cisco VPN Client | ||
| Software - Troubleshoot (non MS Office or OS programs) - Dragon Naturally Speaking | ||
| Software - Troubleshoot (non MS Office or OS programs) - eOPF | ||
| Software - Troubleshoot (non MS Office or OS programs) - JAWS | ||
| Software - Troubleshoot (non MS Office or OS programs) - WebEx | ||
| Software - Troubleshoot (non MS Office or OS programs) - ZoomText | ||
| Title VII | Quick Ticket | We make a ticket with info and pass to the appropriate support team. |
| Troubleshoot |
File details come from the government source that posted it. Updated .