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<p class="MsoNormal"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764">Good afternoon, everyone,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764">I’m reaching back out to everyone as I wanted to clarify some things to prevent confusion.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764">Andy and I are working with DOC on the SLA and would like to have some data to bring with us into conversations to help address concerns that have been raised regarding
ticket response times. We are interested in collecting as much information as possible on your experiences with the ticketing system and how quickly DOC resolves the issues. This way we can look at the data collected and bring it to DOC to try and get everyone
better response times on the issues.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764">So, this is the information that I would like to collect from you all.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764">Note: I don’t expect everyone to review all their DOC IT tickets. Though we would appreciate any information that you can provide. Things to look for would be instances
where you submitted a ticket, and it took longer than expected to resolve and negatively impacted education. GED laptops come to mind as a common place where we tend to see delays.<o:p></o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level1 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">Ticket numbers (SR123456, or IN123456, or any other numbering format they have used in their helpdesk).<o:p></o:p></span></li><li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level1 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">A description of the ticket.<o:p></o:p></span></li><li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level1 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">If the ticket is currently open or closed<o:p></o:p></span></li><li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level1 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">If the ticket is opened,
<o:p></o:p></span></li><ul style="margin-top:0in" type="circle">
<li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level2 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">When did you open the ticket.<o:p></o:p></span></li><li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level2 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">Did you get a response from DOC IT on the ticket (Questionnaire, status update, etc.)<o:p></o:p></span></li><li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level2 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">What is the estimated resolution date?<o:p></o:p></span></li></ul>
<li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level1 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">If the ticket has been closed,<o:p></o:p></span></li><ul style="margin-top:0in" type="circle">
<li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level2 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">When did you open the ticket and when was it closed.<o:p></o:p></span></li><li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level2 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">Was the issue resolved successfully.<o:p></o:p></span></li><li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level2 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">Was the ticket closed without a resolution and was a reason provided.<o:p></o:p></span></li><ul style="margin-top:0in" type="square">
<li class="MsoListParagraph" style="color:#003764;margin-left:0in;mso-list:l0 level3 lfo1">
<span style="font-family:"Franklin Gothic Book",sans-serif">Did the reason provide an adequate solution to resolve the issue?<o:p></o:p></span></li></ul>
</ul>
</ul>
<p class="MsoNormal"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764">Thank you for taking the time to get me this information. Andy and I will be looking to setup time to start reviewing the information sometime next week.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="mso-line-height-alt:10.55pt;text-autospace:none"><span style="font-size:12.0pt;font-family:"Franklin Gothic Medium",sans-serif;color:#003764;mso-ligatures:none">John Michel<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-line-height-alt:10.55pt;text-autospace:none"><span style="font-size:12.0pt;font-family:"Franklin Gothic Medium",sans-serif;color:#003764;mso-ligatures:none">Senior Support Engineer / Corrections Education</span><span style="font-size:12.0pt;font-family:"Franklin Gothic Medium",sans-serif;color:#003764;mso-ligatures:none"><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-line-height-alt:10.55pt;text-autospace:none"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764;mso-ligatures:none">Washington State Board for Community and Technical Colleges<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-line-height-alt:10.55pt;text-autospace:none"><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764;mso-ligatures:none"><a href="mailto:jmichel@sbctc.edu">jmichel@sbctc.edu</a> • c: 253-549-1974<o:p></o:p></span></p>
<p class="MsoNormal" style="line-height:normal"><span style="color:#003764;mso-ligatures:none"><a href="https://www.sbctc.edu/"><span style="font-family:"Franklin Gothic Book",sans-serif">sbctc.edu</span></a></span><span style="font-family:"Franklin Gothic Book",sans-serif;color:#003764;mso-ligatures:none"><o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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