Report an IT incident
Applies to: faults such as a slow laptop, a POS or printer problem in store, or an application that will not open.
Steps
- Check for an existing open incident for the Team Member or the store, and give the status if one exists.
- If it is new, capture: what is affected, the store or location, when it started, how many people are affected, and what has already been tried.
- Run the basic fixes: restart the device, check the network cable or Wi-Fi, check the printer queue.
- If it is not fixed, log a ServiceNow incident with the priority from the table below and give the Team Member the incident number (INC).
Priority
- P1: a store cannot trade (all POS down). Escalate to an analyst immediately.
- P2: one POS lane or a whole department affected.
- P3: a single user or device affected, with a workaround.
- P4: a question or minor issue.
Handover
When transferring to an analyst, pass the incident number, what was tried, the store and the priority so the Team Member does not have to repeat themselves.