SVIPs ticket procedure

All SVIP tickets assigned to the SD queue (by 1st line Agent / from email /from portal) need to be processed within 2 hours.

Such tickets should be processed as per below:

Scenario 1: User`s request/issue can be resolved by the SD SD/FLIRT will call back the user with a resolution

Scenario 2: User`s request/issue cannot be resolved by the SD/FLIRT ticket is assigned to the relevant RT for resolution.

The only exceptions for SVIP tickets older than 2 hours in the SD queue are:1. ticket is waiting for confirmation on resolution1. we have a resolution but cannot contact the user, or his PA or the SVIP ask us to contact them later

SVIP SD tickets filter for Incident Management:

SNOW main page: Add content > Filters > Task > SVIP SD tickets

Note: Please have the filter added to the Incident Management page and monitor it.