MIS Ticket Management Process

\Every ticket request are now coming through the Slack form.

\Any requests that are sent through other channels will be redirected to the Slack Form for better ticket management.

\When a ticket is received MIS will move the ticket from Triage to the right category and assign to the right MIS staff.

\Tickets should be responded to within 15 minutes within office Hours 8:00AM to 6:00 PM HK time.

\All conversations will have to be documented on the ticket if it is made through a call or chat to keep everyone informed of the ticket status.

\Once the issue is confirmed by the requestor to have been resolved, ticket needs to be closed.