Common use of Ticketing System Clause in Contracts

Ticketing System. WLS IT will respond to all faults, queries, and service requests only if a ticket is opened with the Helpdesk system. By enforcing this policy, the System can ensure that all faults are managed effectively and in line with the commitments of this SLA. Issues can be reported through the Helpdesk portal, by telephone or via email. Member libraries will be regularly provided with up-to-date contact information for these reporting methods. WLS IT Helpdesk will log, track, assign, and manage all requests, incidents, problems and queries through WLS IT’s service ticket system. When the Helpdesk cannot provide a resolution at the time of call logging, the Helpdesk will provide: • A unique reference number (Incident Ticket) • The priority assigned to the call.