Service Hub Standard Operating Procedure for Technician Communication and Assigment

This SOP establishes the procedures that are agreed upon by all parties that utilize Service Hub for work order, project, and change management functions in order to communicate clear expectations and consistency of use.

General Communications Protocol

1. Work orders will remain assigned to the individual technician or group who is responsible for ensuring the completion of the work or resolution of the issue.
   1. Service Hub system rules require a technician to be assigned prior to closure.
2. Tasks will be used, as needed, to assign work to an individual who is providing support when:
   1. The individual or supervisor requests that a task be assigned to them directly or the individual (on a case-by-case basis).
3. Work Log will be the primary means of documenting work performed and communicating relevant work details to other technicians.
4. The Notes function will not be used.

Creation of Work Orders

1. Work Orders will be created using a Work Order Template when at all possible, ensuring that the categorization, assignment, and fields required for specific work requests are appropriate.
2. When creating a Work Order using the default/blank template, the work will be assigned to the appropriate IT Unit, Group and Technician and categorized per the IT Service Categories and Responsibilities (login required)
   1. Assign to the Office of Information Technology Site and ‘Help Desk’ Group if triage is required.

Assignment & Transferal of Work Orders (between Service Hub units)

1. When transferring a call to another unit the transferring individual will:
   1. Attempt to call the individual or group to be assigned, providing a warm transfer for a customer who has called by phone or is waiting in-person.
   2. Provide contact information of the destination unit to the requester/customer
2. If troubleshooting or other relevant information has been gathered:
   1. Create a work order and add appropriate notes in the Work Log to describe work performed and/or information gathered.
   2. Assign the work order to the appropriate Site and Group
      1. The primary group to be transferred to, within a site with multiple groups, will be suffixed with ‘ (*) ‘
      2. Work assigned to the Office of Information Technology will be assigned to the Office of Information Technology Site and the Help Desk Group unless otherwise specified.
   3. After transferring the work order, respond to the requester/customer via Email within Service Hub, utilizing the Reply Template named ‘Transfer a Work Order to another site’ to inform the requester of transferal to another IT support team.
3. Work Orders will be transferred by selecting the appropriate Site and Group on the work order.
4. Work Orders will only be assigned directly to an individual under the following conditions:
   1. The IT Service Categories and Responsibilities (login required) specifies a particular individual as Tier 1 support.
   2. A Work Order Template is configured to assign to an individual by default
   3. The individual or supervisor requests that a work order be assigned to them directly (on a case-by-case basis)

Referral from OIT to non-Service Hub units

1. Attempt to call the individual or group to be assigned, providing a warm phone transfer for the customer who has called by phone or is waiting in-person.
2. Provide contact information of the destination unit to the requester/customer
3. If a work order is required to capture work performed
   1. Create work order with a status of Referred (closed status)
   2. Assign to the appropriate Site. NOTE: Sites for units that do not use Service Hub are suffixed with an *
   3. Reply to the requester with resolution template named ‘Refer a Work Order outside of Service Hub'