Stealth Monitoring
Ticket Request Category Change
Ahmad Tahir
Hi All,
We have made a recent change to a field in the ticket system.
We have updated the "Category" Field to be a multi drop-down field that will allow you differentiate whether it is a Incident or a Service Request then allow you to narrow down to the specific request.
When working on a ticket, ensure you populate this field as it will allow for the Priority to be auto populated as well as improve metrics reporting.
The new Format is as follows:
|
Incident |
|
On Site Client Hardware Issues |
|
NVR Down |
|
Site Down |
|
Pole Down |
|
AC Power Fail |
|
Duration 1-2 Cameras |
|
Duration 3 or More Cameras |
|
Frequency |
|
Monitor |
|
Client Control Center |
|
Data Drive Failure |
|
Data Drive Request |
|
Camera Re-Aim |
|
Camera Focus |
|
Camera Distortion |
|
Camera Clean |
|
Camera Obstruction |
|
Camera PTZ Control |
|
Speaker Issue |
|
Solar Charging |
|
Foliage |
|
Lighting |
|
Special Request |
|
Drive Balance |
|
Recording issue |
|
Access Control Issue |
|
Camera Settings |
|
In Office Issues |
|
3CX Server Issue - Not working |
|
Internet Disruption |
|
3CX Employee Hardware- Not working (1 Handset) |
|
Operator Monitoring Workstation Issues |
|
Operator Monitoring Workstation Software Issues |
|
Operator Non-Monitoring Software Issues (Zello, TimeSnapper) |
|
Operator Non-Monitoring Hardware Issues |
|
Non-Operator Monitoring Hardware Issues |
|
Non-Operator Monitoring Software Issues (Control Center, |
|
Hardware Issues |
|
Support Software Issues |
|
Dispatch Server Issues |
|
Alarm Re-director Server Issues |
|
Service Requests |
|
Field Service Requests |
|
Survey |
|
Pole Move |
|
Site Audit |
|
Camera Re-Aiming |
|
Video Analyst site hard drive retrieval |
|
Site Changes |
|
Additional Signs |
|
IT Service Request |
|
Site on-boarding |
|
Site off-boarding |
|
Pre-Install configuration |
|
On Site-Install configuration |
|
Video Server User Request |
|
Talkdown configuration |
|
IP Changes |
|
Go-Live Requests |
|
Off-boarding Requests |
|
Checking of Ports |
|
Port Changes Requests |
|
Client Password Reset (SMI) |
|
Monitoring Schedule Update |
|
Site Requests |
|
NVR Order Requests |
|
SMI/SMSS Requests |
|
Footage Requests |
|
Camera configuration |
|
Infrastructure Service Request |
|
Employee on-boarding |
|
Employee off-boarding |
|
In-House Service Request |
|
Microsoft Licenses |
|
3CX Phone Requests |
|
Station Transfer Requests |
|
Installation of non-standard software |
|
Password Reset (Office365, Laptops, etc.) |
|
Password Reset (SMI) |
|
Password Reset (Detexi) |
|
Uninstallation of Software |
|
Re-imaging of stations |
|
Printer Installation |
|
Connection to the WiFi |
|
IP Conversion |
|
Station Merge |
|
Station Disassembly |
|
New Hardware Request (New Station Build, PC, cellphone etc.) |
|
Installation of standard software (Zoom, VPN, etc.) |
|
Remote Access |
|
Admin/Change/Incident |
|
Video Review |
|
Audit Masking |
|
Client Info Request |
|
Other |