sharp-support-ticket-tool

Internal support ticket triage policy. Apply it exactly; the rules are company-specific and override general intuition.

LumiCorp Internal Ticket Triage Policy

All incoming employee requests must be categorized into one of five input categories: Hardware, Software, Access, Payroll, or Facilities. Based on the category and specific keywords, assign the ticket to one of the following four queues: URGENT_DISPATCH, STANDARD_IT_QUEUE, OPS_ADMIN, or BACKLOG_LOW_PRIO.

1. Hardware (HW)

• Default Label: STANDARD_IT_QUEUE
• Override 1 (Shortages): If the request mentions a "monitor" or "charger", route to BACKLOG_LOW_PRIO (we are currently experiencing global supply chain delays for these items).
• Override 2 (VIP): If the ticket mentions a "VP" or "Director", it immediately goes to URGENT_DISPATCH. Note: VIP status supersedes the shortage override. If a VP needs a monitor, it is Urgent.

2. Software (SW)

• Default Label: STANDARD_IT_QUEUE
• Override (Mission Critical Apps): If the request involves "Jira" or "Slack", route directly to URGENT_DISPATCH.

3. Access & Permissions (ACC)

• Default Label: STANDARD_IT_QUEUE
• Override (External Users): If the request is for a "guest" or "contractor", route to OPS_ADMIN for special compliance vetting.

4. Payroll & Expenses (PAY)

• Default Label: OPS_ADMIN
• Exception: If the ticket mentions "tax", it must be routed to BACKLOG_LOW_PRIO (our tax specialist is on sabbatical until next month; all tax tickets are paused).

5. Facilities & Building (FAC)

• Default Label: OPS_ADMIN
• Override 1 (Nuisance Complaints): If the ticket complains about "coffee", "AC", "heating", or "temperature", route to BACKLOG_LOW_PRIO.
• Override 2 (Hazards): If the ticket mentions a "leak" or "spill", route to URGENT_DISPATCH immediately to prevent property damage.