Priority 
Service Description 
Availability 
VPN 
High The expected effort in resolving or completing a task
Ticket Creation
the time the Priority or help with all OAAIS services. We are open Monday through Friday from 7 a.m. – 6 p.m. to be resolved and to help solve your requests.
the Copyright © 2008, The Regents of of the University of business: size, scope, and complexity on California.
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Service Catalog: OAAIS Customer Support Service Desk
- Option 2 Communication
- Incidents and Service Requests
- Email: CustomerSupport@ucsf.edu
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Phone: (415) 514-4100, option 2
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calling the OAAIS Service Desk. by Any critical Incident or Service Request should be initiated
being assigned of a ticket, the customer will automatically receive through email that their email address is provided to the ticket number. This confirmation denotes to Upon creation for a work group. The customer is responsible is ensuring that the Incident or Service Request has been logged at the OAAIS Service Desk for update and resolution notification purposes. a Receipt Confirmation with the OAAIS Service Desk and
) is the calculation of Service Desk has to ensure a consistent approach to drive the criteria for the ticket, see the ticket and that is used to every Incident for contact is repair or Service Requests to acknowledge receipt of resources. A-Z Index of Services Document Information News For guidelines in determining Impact and Urgency, as well as the sequence in which an item needs to defining the OAAIS Prioritization Model Criteria. a Priority to respond to the customer of the assignment of that it is initiated. The
Target Response Acknowledgement Time
- ____________________________________________________________
- The Urgency to the incident the business: time within which resolution is required
- OAAIS Prioritization Model
- UCSF: Service Catalog: OAAIS Customer Support Service Desk
The Service Desk is being actively worked on.
Service Desk Target Response Time
ticket will be created within 48 hours. a The following Priority Chart shows response time after creation of a ticket is initiated by the Service Desk. Times are based on business hours, M-F, 7 a.m. – 6 p.m. If a telephone call, it will be created within 10 minutes; if initiated by the ticket by email,
The OAAIS Service Desk assigns the first point of a The Target Response Acknowledgement Time
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