TDX Incident: Tier 2 & Tier 3 Incident Task Responsibilities

This article details the Incident Task Process responsibilities for Tier 2 (T2), Desktop Support, and Tier 3 (T3) staff in OIT (Office of Information Technology).

T2 and Desktop Support Responsibilities - Incident Ownership

T2 and Desktop Support teams will retain ownership of an Incident from beginning to end. Exceptions:

  • A few T3 groups are permitted to own Incidents from beginning to end.
  • Some Incidents are auto-created as are their related T3 tasks.

When an Incident needs to be escalated to a T3 team or another T2 or Desktop Support team, the Incident owner will:

  • Create a related Ticket Task for the Incident.
  • Assign the Ticket Task to the appropriate T3 team (or other T2 or Desktop Support team) to work and complete.
  • Monitor the status of the Incident.

Communicating Outside of TeamDynamix

A T2 or Desktop Support Incident owner should contact a T3, T2, or Desktop Support team via phone, in person, or chat when:

  • A Ticket Task priority is 1-Critical or 2-High.
  • You are not sure of the correct team to assign a Ticket Task.
  • The circumstances are complicated.
  • You feel it's appropriate.

T3, T2, and Desktop Support Responsibilities - Task Ownership

The T3, T2, or Desktop Support team assigned to the Ticket Task will:

  • Own the Ticket Task.
  • Update the Ticket Task as they work to resolve the issue.
  • Close the Task when complete.

Additional Resources