How to work on IT tickets

For CPC IT staff. Tickets arrive from the form already assigned; you move them from New to Done.

Start when monday notifies you: "New IT ticket assigned to you".

Words in a box, like Status, are buttons, tabs and columns you see in monday.

monday words used in this guide

Board
A shared table in monday. IT tickets live on the board called IT Ticket Submission Form (OFFICIAL).
Group
A section of a board. The ticket board has three: New Requests, In Progress and Done.
Item
One row on a board. Here, one item is one ticket. This board calls its items Submitter, so its add button says New submitter.
Column
One kind of information for every row, such as Status or Assigned to.
Status
The column that shows where a ticket is: New Working on it Stuck or Done.
Updates
A tab inside a ticket where you write notes about the work.
Item Card
A tab inside a ticket that shows every column for that ticket in one list.

Step 1: Find your tickets

  1. In monday, open the Technology workspace.
  2. Open the IT Tickets folder and click IT Ticket Submission Form (OFFICIAL).
  3. Look in New Requests. Each row is one ticket, named after the person who submitted it.
The board has three groups. A ticket moves down them as you work it. These are practice tickets.

Tip: You'll get two kinds of alert

Everyone on the IT team is notified of every new ticket: "New IT ticket". The one that's yours says "New IT ticket assigned to you".

See only your tickets

  1. Click Person above the table.
  2. Click your own circle. The board now shows only tickets assigned to you.
  3. Click your circle again to see everything.
The Person filter. Each circle is one IT team member.

Step 2: Open and read it

  1. Hover over the ticket's name. Click the Open arrows that appear at the right of the name.
The Open arrows show only while you hover over the row.
  1. In the panel that opens, click the WorkForms Item View tab. It shows the form exactly as the person filled it in.
WorkForms Item View: the original submission.
  1. To see every column for the ticket in one list, click the Item Card tab.
Item Card: every column for the ticket in one place.

Tip: The Form View column does the same thing

On the board, scroll right to Form View and click the link to open the submission.

Step 3: Start work

  1. Click the ticket's Status cell.
  2. Click Working on it.
The four Status choices.
  1. Status set to Working on it
  2. Ticket moves to In Progress

Important: Status does not change by itself.

A ticket stays New until you change it, even after it's assigned to you.

Tip: If the ticket didn't move

It only moves when Assigned to has a name in it. Assign it (step 5), then set the status again.

Status

  • NewSubmitted. Nobody has started it.Group: New Requests
  • Working on itYou've started.Group: Moves to In Progress
  • StuckYou can't go further until something else happens.Group: Stays where it is
  • DoneFixed. Nothing left to do.Group: Moves to Done

Step 4: Keep notes

  1. Open the ticket and stay on the Updates tab.
  2. Click in Write an update and mention others with @.
  3. Type what you checked and what you did. Click Update.
Notes live in Updates. This one says what was checked and why the ticket is Stuck.

Tip: Need a teammate?

Type @ and their name in the update. They get a notification.

Step 5: Stuck or wrong person

When you're blocked

  1. Set Status to Stuck.
  2. Write an update saying what you're waiting for and until when.
  3. When you can continue, set it back to Working on it.

When someone else should take it

  1. Click the ticket's Assigned to cell, beside the circle.
  2. Click the x next to the current name to remove it.
  3. Click the new person's name.
  4. Write an update saying why you passed it on.
The Assigned to list. The new person is notified.

Step 6: Close the ticket

  1. Write a last update: what the cause was and what fixed it.
  2. Set Status to Done.
  1. Status set to Done
  2. Ticket moves to Done

Who gets which ticket

monday assigns each new ticket from the CPC Division and site the person picked on the form.

Kenneth Li

Division: Queens Community Services (all)

Also these sites:

  • Lois C. Lee ECC in Queens
  • SACC at PS20
  • Nan Shan Older Adult Center
  • CPC at Queens HS for Language Studies

Jeff Yang

Division: Brooklyn Community Services (all)

Also these sites:

  • Brooklyn Older Adult Center
  • SACC at PS97, PS153, PS160, PS255
  • CPC Beacon at IS 220
  • CPC at PS 94
  • CPC at New Utrecht HS
  • CPC at HS for Dual Language & Asian Studies
  • CPC at Fort Hamilton HS
  • CPC at FDR High School

IT Round Robin

Divisions:

  • Manhattan Community Services
  • CPC Administration
  • Other

Also: every CDS, Senior Services, or Non Center Based ECS site not listed above.

Each new ticket goes to the next person in the rotation.

Tip: Away? Turn on Do Not Disturb in monday.

The rotation skips anyone with Do Not Disturb on. If Kenneth or Jeff has it on, their tickets go to the rotation instead.

Important: Don't edit the Routing check column.

monday sets it to Checked by itself. It's how a ticket falls back to the rotation.

Statistics

In the IT Tickets folder, click IT Ticket Statistics. It reads from the ticket board and updates by itself.

The top of the dashboard. Scroll down for tickets by division and status per assignee.
  • Ticket progress shows the share of tickets that are Done.
  • Tickets by assignee shows how many each person holds.
  • To look at one person, click People at the top of the dashboard.