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In order to help you, our clients, understand how your requests are handled, we would
like to explain the Help Desk process for resolving your issues that are called in, faxed,
or e-mailed to the Help Desk. First, a new issue is opened in CHAMPS, Maynard's Client
Help Desk and Maintenance Planning System. This is a database of all our client
information that we use to track any issues our clients may have.
The issue is then given a priority based on the following :
1 - Urgent
2 - High
3 - Medium
4 - Low
- Priority 1: These issues are considered urgent and are addressed immediately.
- Priority 2: These issues are considered high priority and are addressed the day they are reported and right after all priority 1 issues have been addressed.
- Priority 3: These issues are considered medium priority and are addressed after all priority 1 and 2 issues have been addressed. Priority 3 issues have a workaround to the problem.
- Priority 4: These issues are considered low priority and are addressed after all priority 1, 2 and 3 issues have been addressed. Priority 4 issues have a workaround to the problem and are often cosmetic or design issues that cause a small or no inconvenience.
The issue is then assigned an Issue Type. We currently categorize all of our issues as
one of twelve Issue Types. They are :
| Connectivity |
Customization |
| Database |
Design Issue |
| Documentation |
Error Message |
| Hardware |
Installation |
| Performance |
Print Problem |
| Requests |
Software Bug |
An exact description of the issue is then entered. During the course of the
resolution, any one, including developers, database administrators and quality assurance
analysts, can add the notes of all the work they've done on the issue. This gives us a
detailed description of the actions taken to close the issue.
Initially the Issue Status is Open but that changes depending on how the issue is being
resolved. If the issue is passed on to development, the Issue Status becomes "Dev". If it is
passed on for quality assurance testing, the Issue Status is changed to "QA". Once a
solution is provided, the Issue Status is changed to "Pending" until the client assures us
that the issue can be "Closed".
You can reach the Help Desk by phone at 1.800.629.6273 or 412.921.5282, ext. 101, or by
fax at 412.921.4575.
You can also contact the help desk at Pittsburgh.PWC.HelpDesk@accenture.com
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