645 B
645 B
IT Service Desk Requirements
Scope
Service Desk records employee incidents, assigns an accountable operator, closes only assigned work, and highlights unresolved tickets that breach the SLA.
Functional Requirements
| ID | Name | Description |
|---|---|---|
| FR-01 | Create Ticket | Record a ticket with id, summary, priority and request timestamp. |
| FR-02 | Assign Ticket | Assign an open ticket to one accountable operator. |
| FR-03 | Resolve Ticket | Resolve only an assigned ticket and preserve its resolution timestamp. |
| FR-04 | SLA Escalation | Flag unresolved critical, high and normal tickets after their SLA target. |