Existing ticket is currently being handled by GEN CS

  • Same concern?
    • Not Urgent? > Merge the ticket and inform the ticket owner
    • Urgent?  > merge the ticket and work on the case if the ticket owner is not online then inform the ticket owner


  • Different concern? Resolved or not?
    • Existing ticket is RESOLVED > DO NOT merge the ticket, ticket receiver should work on the new request
    • Existing ticket is OPEN
      • Urgent? > Merge the ticket and work on the case then inform the ticket owner
      • Not Urgent > Merge the new ticket to the existing open ticket and inform the ticket owner.

Existing ticket is currently being handled by CSS or RMS

  • Ticket owner is on the same shift? > ASSIGN the ticket to the ticket owner
  • Ticket owner is on a  different shift? > ASSIGN the ticket to the respective specialization you are partnered with.