IT Service Transformation – Reclassify Your Tickets

IT Service Transformation Program

IT Service Transformation: Our Journey Begins

We’re excited to embark on our IT Service Transformation Program journey, which includes making process improvements and applying best practices within our division. This transformation program is a collaborative process across all IT, and we’ll need your help along the way.

ChangeGear 8.0 Upgrade: Monday, March 15

One of our main IT Service Transformation Program initiatives is the upgrade to ChangeGear 8.0 (CG8) on March 15. This upgrade will happen in three phases, the first one focused on system performance.

Like any move, our transition to 8.0 requires some housecleaning – specifically, cleaning up open ChangeGear tickets. Important note: All tickets will migrate to CG8 and will still be accessible to you.

Preparing for ChangeGear 8.0 on March 15

Reclassify your tickets

  • Review all your open Incident Requests dated after Jan. 1, 2021 to see if they’re actually Service Requests.

  • Then, manually move these tickets to the new Service Request > General Request form.

When you reclassify the ticket to Service Request, it will auto-generate an email to the customer saying the ticket is closed.

  • Important: In the notes section, let your customer know the ticket’s being reclassified and not actually closed, and that they’ll receive an email referencing a new ticket number.

Reclassification only applies to tickets from Jan. 1, 2021 until now.

  • Open tickets dated before Jan. 1, 2021 will be reclassified as Service. Requests during data migration

  • Your customers won’t receive an auto-generated email.

QUESTIONS?

  • Contact the the IT Help Desk by clicking here or calling 832.667.5600.

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