SF Employee Support Ticket Status Definitions and Impact on Service Level Agreements

This solution article defines the status of SF Employee Support tickets, and how each status impacts Service Level Agreements (SLAs).

Definition of SF Employee Support Ticket Statuses

Open – Your submitted requests default to status “Open.” Tickets with a different status also revert to an “Open” status when you reply to a ticket.

Work in Progress – An SF Employee Support agent is working on a resolution

Waiting on Customer – Ticket status when an agent requires your action or response and should contain a deadline to respond. The agent will send reminders (generally two reminders) with extended deadlines. If you do not respond by the last extended deadline, we will mark your ticket as 'Resolved,' as we cannot proceed with your ticket due to incomplete information or action.

Waiting on Third Party – Used when the resolution of your ticket is dependent on a unit outside of the Systems Division of the Controller’s Office, such as the Payroll Division of the Controller's Office, the Department of Human Resources and other City agencies

Resolved– Your ticket is marked “Resolved” when the agent is reasonably sure they have provided a solution. This ticket will update to:
1. Status “Open” if you respond within three days
2. Status “Closed” if you do not respond within three days

Closed– Status indicates that your ticket is permanently closed when:
1. You confirm that the issue has been resolved
2. You do not respond to a “Resolved” ticket within three days.

A ticket will not re-open if you respond to a closed ticket. If you find that the issue on a closed ticket has not been resolved, please submit a new request referencing the old ticket number.

Status Impact on Service Level Agreements

SF Employee Support is committed to resolving tickets submitted through a service request within a specific time period. This resolution deadline is what we refer to as Service Level Agreements (SLAs), and are defined by the type of service request you submit on the solution center.

The status of your service request ticket can impact the SLA timer. Please see the table below for more information.

Ticket Status

Impact on Service Level Agreement Timer

Open

SLA timer begins when a ticket is submitted

Initial SLA does not reset timer when a ticket with a different status reverts back to “Open” as a result of your reply

Work in Progress

SLA timer continues

Waiting on Customer

SLA timer is off. SLA timer resumes when ticket status updates to “Open” or “Work in Progress”

Waiting on 3rd Party

SLA timer is off. SLA timer resumes when ticket status updates to “Open” or “Work in Progress”

Resolved

SLA timer is off. SLA timer resumes when your ticket reverts back to “Open” as a result of your response

Closed

SLA timer is off

NOTE: Tickets submitted without a service request, e.g., requests sent by email or phone calls, do not have pre-defined SLAs. Resolution time on a request that is not associated with a service request is not guaranteed.

Questions?

Please reach out to the SF Employee Support team.