{"id":24218,"date":"2024-02-16T08:40:01","date_gmt":"2024-02-16T01:40:01","guid":{"rendered":"https:\/\/servicedesk.telkomuniversity.ac.id\/?post_type=faq&#038;p=24218"},"modified":"2025-12-04T14:32:56","modified_gmt":"2025-12-04T07:32:56","slug":"alur-proses-ticketing-it-service-desk-puti","status":"publish","type":"faq","link":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/faq\/alur-proses-ticketing-it-service-desk-puti\/","title":{"rendered":"Alur Proses Ticketing IT Service Desk PuTI"},"content":{"rendered":"<p><strong>Alur Proses Ticketing IT Service Desk PuTI<\/strong><\/p>\n\n\n\n<p>Hai TelUtizen!<br>Untuk meningkatkan pemahaman dan kenyamanan dalam menggunakan layanan IT Service Desk PuTI, kami perkenalkan alur proses ticketing yang berlaku saat ini. Informasi ini bertujuan agar setiap tiket yang diajukan dapat diproses dengan secara tepat, tertib, dan transparan.<\/p>\n\n\n\n<p>Dengan alur proses ini, diharapkan seluruh civitas akademika dapat lebih mudah dalam melaporkan kendala ataupun mengajukan permintaan layanan IT. <\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1048\" height=\"602\" data-src=\"https:\/\/servicedesk.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/02\/Screenshot-2025-12-04-110722.png\" alt=\"\" class=\"wp-image-28420 lazyload\" data-srcset=\"https:\/\/servicedesk.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/02\/Screenshot-2025-12-04-110722.png 1048w, https:\/\/servicedesk.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/02\/Screenshot-2025-12-04-110722-768x441.png 768w, https:\/\/servicedesk.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/02\/Screenshot-2025-12-04-110722-500x287.png 500w, https:\/\/servicedesk.telkomuniversity.ac.id\/wp-content\/uploads\/2024\/02\/Screenshot-2025-12-04-110722-255x146.png 255w\" data-sizes=\"(max-width: 1048px) 100vw, 1048px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1048px; --smush-placeholder-aspect-ratio: 1048\/602;\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Alur Layanan Tiket IT Service Desk<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Civitas Akademika Mengirim Tiket<\/strong><br>Civitas akademika mengisi <a href=\"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/category\/layanan-ti\/\">formulir kebutuhan<\/a> dan mengirim tiket melalui <a href=\"https:\/\/satu.telkomuniversity.ac.id\/\">e-Ticket PuTI<\/a>. Panduan lengkap: <a href=\"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/frequently-asked-questions\/panduan-ticketing-it-service-desk\/\"><strong>Click here<\/strong><\/a><\/li>\n\n\n\n<li><strong>Tiket Diverifikasi oleh Service Desk<\/strong><br>Tim Service Desk memeriksa apakah tiket berupa:\n<ul class=\"wp-block-list\">\n<li>Permintaan data, atau<\/li>\n\n\n\n<li>Laporan gangguan (insiden)\/informasi.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Jika Permintaan dan Perlu Persetujuan (Approval)<\/strong>\n<ul class=\"wp-block-list\">\n<li>Tiket diteruskan ke atasan terkait.<\/li>\n\n\n\n<li>If <strong>disetujui<\/strong>, proses tiket dilanjutkan.<\/li>\n\n\n\n<li>If <strong>ditolak<\/strong>, tiket tidak diproses lebih lanjut.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Penugasan ke Tim Teknis (Eksekutor)<\/strong><br>Setelah disetujui atau jika tidak perlu approval, tiket akan diteruskan ke tim pelaksana.<\/li>\n\n\n\n<li><strong>Pengerjaan Tiket<\/strong>\n<ul class=\"wp-block-list\">\n<li><strong>First Level<\/strong>: ditangani oleh tim servicedesk.<\/li>\n\n\n\n<li>Jika belum selesai, akan dilanjutkan ke <strong>Second Level<\/strong> (tim pelaksana).<\/li>\n\n\n\n<li>Waktu pengerjaan tiket maksimal <strong>3\u20135 hari kerja<\/strong>, sesuai dengan standar layanan yang telah ditetapkan. Informasi lengkap mengenai Standar Layanan (SLA) dapat diakses melalui:<br>\ud83d\udc49 <a href=\"https:\/\/tel-u.ac.id\/sla-puti\">Service Level Agreement<\/a><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Pengisian dan Pengecekan Resolusi<\/strong><br>Tim pelaksana menyelesaikan dan mengisi hasil penyelesaian.<\/li>\n\n\n\n<li><strong>Konfirmasi ke User<\/strong><br>Civitas akademika akan dikonfirmasi oleh servicedesk melalui chat ticket untuk memastikan apakah masalah sudah benar-benar selesai.<\/li>\n\n\n\n<li><strong>Penutupan Tiket (Close Ticket)<\/strong><br>Jika civitas akademika menyatakan sesuai atau ketika civitas akademika tidak merespon chat konfirmasi dalam waktu 1*24jam, maka tiket resmi ditutup.<\/li>\n<\/ol>","protected":false},"author":17,"featured_media":24224,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","class_list":["post-24218","faq","type-faq","status-publish","has-post-thumbnail","hentry","faq_topics-faq-eticket","faq_topics-strategis"],"_links":{"self":[{"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/faq\/24218","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/faq"}],"about":[{"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/types\/faq"}],"author":[{"embeddable":true,"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/comments?post=24218"}],"version-history":[{"count":5,"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/faq\/24218\/revisions"}],"predecessor-version":[{"id":28429,"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/faq\/24218\/revisions\/28429"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/media\/24224"}],"wp:attachment":[{"href":"https:\/\/servicedesk.telkomuniversity.ac.id\/en\/wp-json\/wp\/v2\/media?parent=24218"}],"curies":[{"name":"WordPress","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}