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Service Request Life Cycle

Each request moves through the following four phases:

  1. Service Request Submission
  2. Priority Classification
  3. Status Designation
  4. Resolution

1. Submission
Service requests are logged when a campus user submits an electronic form through the UFS-OCI Request Center. Requests are time stamped and the information provided by the requester populates into the Service Request Tracker to allow UFS-OCI staff to review and prioritize and take action on each request.

2. Service Request Classification
Each Service Request is placed into a category according to specific criteria. The Service Request Categories & Classification Criteria table provides an overview of the four category types as well as the classification criteria and UFS-OCI service guidelines attached to each type. The category assigned to each request is published on the Service Request Tracker.

3. Status Determination
UFS-OCI strives to resolve critical production support requests as quickly as possible, and reviews non-urgent requests on an ongoing basis to green-light work on requests as resources become available.
Requesters are notified once their requests have been assigned a status and when the status has changed. Expanded descriptions of each state are provided in the Status Definitions table.

4. Resolution
Once all work has been completed to carry out an active Service Request, the UFS-OCI lead assigned to the task will change the status to Resolved. Completed tasks will be removed from the Request Tracker and kept on file for future reference.