About Urgent Requests

* The concept of an urgent request is very different in our new help desk than it was in our old clients site. Please make sure you read and understand when and where an urgent request can and should be used.

What Is An Urgent Request?

An urgent request is a request which has such a high priority that it causes a queue jump of other requests and becomes the single most important request on the help desk. An urgent request will receive an initial response within 10 minutes and we aim to have the request resolved or its priority downgraded as soon as possible.

An urgent request is when an incident has occurred which causes a large part or all of iSAMS to fail.

There are some clear examples when an urgent request can be used:
  1. No-one can log into iSAMS as the link between Active Directory and iSAMS has broken.
  2. There is an error on every page of iSAMS - no-one can use any part of iSAMS.

How Do I Submit An Urgent Request?

You submit urgent requests through our help desk - http://helpdesk.isams.co.uk/. Once on the help desk site please log in and click on the link 'SUBMIT A REQUEST'. This link is located on the dark blue bar at the top of the page.

Alternately you can phone us on our support help line where we will create a request for you.

What Happens When I Submit An Urgent Request?

Once an urgent request is submitted the following workflow occurs.
  1. The request is taken by the first free support agent
  2. The priority of the request is verified by the support agent
  3. If the priority of the request is not urgent the request priority will be downgraded
  4. The support agent works with the development team to resolve the request as soon as possible providing updates where appropriate
  5. Once the request is solved the support agent marks the request as solved
Urgent requests support SMS text message updates to the end users mobile phone. The end user is defined as the person submitting the request. Please read information about this service within the About Help Desk Alerts.

The urgent request service is designed so that critical incidents can be addressed as soon as possible. Please do not use the urgent request system for non urgent requests.

Last Updated: October 2009