Sheet BEA-01 · ITSM Manual
Service Desk & Ticket Operations
The ticket model, intake channels, SLA policy and the agent workflow.
One ticket model
Incidents, service requests, changes and problems are all tickets in Beacon, with one queue model and one audit trail.
Where tickets come from
| Channel | What arrives |
|---|---|
| Requester portal | Catalog requests, issue reports and replies from requesters |
| New tickets and replies; a reply to a resolution email reopens the ticket | |
| Chat | Conversations with the portal assistant, and Microsoft Teams if your organization connects it |
| Monitoring | Alerts from connected tools, including the Relay bridge, tagged with their source |
Working a ticket
Agents work from queues and a keyboard-driven workbench. Classification, notes, the SLA clock and actions sit on one screen, next to the requester’s history and managed devices.
SLA policy
Each tenant starts with four priority-based policies (P1 to P4), a business-hours fallback and a 4x4 impact and urgency matrix. Set terms per organization when customers have different contracts.
Escalation
Escalation uses a handoff bundle. The form collects the category’s tried-steps checklist, a required diagnostic note and any recorded device evidence. The current owner keeps the ticket until the receiver accepts it.