Work Request Policies
KSB personnel who require assistance are encouraged to contact Technology Operations at 855-4247 or send email to firstname.lastname@example.org. If our Help Desk personnel are not able to resolve your issue over the phone or via email, they will create a work request ticket and assign it to the proper Technology Operations personnel. Once one of our staff members has a ticket assigned to them, they will review the ticket and then make contact with you to gather more information (if necessary) or to schedule a mutually convenient time to meet with you to address the situation. If we are not able to reach you, we will leave a voice mail message and send you an email asking you to contact us to arrange for a meeting time. If we do not receive a response to our initial meeting request message, we will resubmit it two more times. If we receive no response within 10 business days, we will consider your issue/problem to be resolved and close the ticket, noting that we tried 3 times to reach you but received no reply. If you still require assistance, you will need to contact our office (at your convenience) and submit a new work request.
If our personnel visit your office and you are not present, we will leave a note that says which Technology Operations employee came by, at what time, and which issue (including our Technology Operations ticket number) we were visiting to resolve. If you get one of these cards, please call or email us to reschedule another appointment - making note of the ticket number so that we know exactly what issue was being addressed. We will work with you to arrange another time to meet.