Tickets Escalations A network monitoring system can only be as helpful if it is integrated with a team’s network and support operations. It is common sense that any critical alert condition that requires administrative attention should be reported and escalated to the team managing the asset that generated the alert….
Most of medium to large companies have three levels of escalation of trouble tickets: Help Desk – The first level is generally handed by the help desk (or service desk) that receives and processes user reported outages via phone or other communication means. Before opening and escalating a ticket to…
The internal help desk of an enterprise is the end-user’s single point of contact for ticket submission and troubleshooting. Unsurprisingly, the help desk receives tickets that range across the board from keyboard and mouse issues to application and network problems. A company may have one, two, or more levels of…
Troubleshooting Remote Application Issues How many times are users aware of remote application issues before you are? How much time do you spend collecting information about the problem from the end users or your monitoring systems before you can pinpoint the root cause? The number of hardware and software components…
