<\/title>\n<\/head>\n<body>\n<p style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 12pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 19.2pt; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: "Times New Roman", serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">When an incident is received from a company client, a support employee must respond within 30 minutes from the moment the ticket is registered. The employees are notified about the registration of the ticket via e-mail notification in the https:\/\/support.company.ru system or via the corporate messenger bot.<\/span><\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 8px 0px 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 12pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 19.2pt; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: "Times New Roman", serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">It is necessary to classify the incident, evaluate its impact on the business and the number of affected users, and assign it to a group that is responsible for processing such tickets.<\/span><\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 8px 0px 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 12pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 19.2pt; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: "Times New Roman", serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">The responsible group or user should take the incident to work and diagnose it for further resolution. Sometimes groups can bring in external resources or experts from other departments to consult and get help in solving the issue. Related tasks are created for the specific departments affected by the incident to resolve the issues in a step-by-step manner.<\/span><\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 8px 0px 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 12pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 19.2pt; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: "Times New Roman", serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">When work on all related tasks is finished, the incident can be considered completed. The caller is notified that the work has been completed. The caller must verify that the solution found is satisfactory and that the incident can be closed.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774385013745668" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:39:50", "sys_id": 170781719010064297, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:39:50", "state": "1", "service": 170773889912593987, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:39:50", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000093", "name": "Service Description for service \"Access to Network Resources\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Consumers<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">: employees of the company.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Order of service provision<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">: configuration of access to services and files on remote hosts.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Some configurations may require the support specialist to access the caller's work computer remotely.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Request fields<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">:<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">- <\/span><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Request type <\/span><\/b>– a required setting. Available options: Access to technical devices, Software customization, Access to information resources.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">- <\/span><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Urgency<\/b> <\/span>– how quickly the request will have a significant impact on the business from the moment when it appeared;<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">- <\/span><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Description<\/b> <\/span>– the details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Request processing time<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">: up to 1 (one) working day.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"> <\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088511211445279\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font: inherit; vertical-align: baseline; background-color: transparent; color: rgb(47, 84, 150); text-decoration: none;\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:36:46", "sys_id": 170781700610307104, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:36:46", "state": "1", "service": 170774049010854970, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:36:46", "owned_by": 170748066516800611, "object_category": "10", "number": "ART0000090", "name": "Request Model for \"Cloud Service\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000006, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. The caller creates a service request through the service catalog on the portal. In the catalog they select the required service, complete the fields and save the request record.<\/span><\/span><\/span><\/p>\n\n2. The system registers the service request in the state "Registered". <\/span><\/span><\/span><\/p>\n\n3. A responsible group or a user is assigned. <\/span><\/span><\/span><\/p>\n\n4. The request is authorized by the responsible user or group.<\/span><\/span><\/span><\/p>\n\n5. The agent starts processing the request, creates necessary tasks related to the service request if needed.<\/span><\/span><\/span><\/p>\n\n6. If the request requires the involvement of a third party, the request is moved to the External processing<\/b> state. <\/span><\/span><\/span><\/p>\n\n7. If the description of the request is not clear enough, the agent moves the request to the Information needed<\/b> state and requests additional information from the caller via the Discussion<\/b> tab in the Activity Feed.<\/span><\/span><\/span><\/p>\n\n8. If circumstances that affect the processing of the request arise, the agent should move the request to the Postponed<\/b> state and provide the date for resuming the work.<\/span><\/span><\/span><\/p>\n\n9. After all necessary tasks are completed, the request is moved to the Completed<\/b> state, a notification is sent to the caller with a request to accept or reject the request resolution. If the user has not responded to the request resolution within 5 days, the request is automatically closed.<\/span><\/span><\/span><\/p>\n\n10. In case the request is created by mistake, the responsible user can cancel the request by clicking the Cancel<\/b> button. The system will transfer the request to the Completed<\/b> state with the reason "The request is created by mistake" and the closure code Not solved (Dropped)<\/b>.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774394118070282" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:30:10", "sys_id": 170781661013598187, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:30:10", "state": "1", "service": 170774049010854970, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:30:10", "owned_by": 170748066516800611, "object_category": "20", "number": "ART0000087", "name": "SLA for \"Cloud Service\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000001, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. Agreement<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\nThis agreement defines the parameters of the Cloud Service. The agreement specifies quantitative and qualitative characteristics of the provided service, such as: configuration, time of processing of caller requests, limitations of the provided service and other.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n2. Service Level Parameters<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed service uptime<\/span><\/b> (ASU<\/b>) specifies the time when the service should function stably. For example, 24x7 (twenty-four hours a day, seven days a week).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed support time<\/span><\/b> (AST<\/b>) specifies the time when the service is supported. For example, 8x5 (10:00-18:00, Mon-Fri), 8x7 (10:00-18:00, Mon-Fri).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed service uptime (ASU) <\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t24 x 7<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed support time (AST)<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 x 5<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tMinimum period of the service provision<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\nWarranty service period<\/span><\/b> is a calendar year.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n3. Processing time for a typical request<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tIT Infrastructure Setup<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t2 days<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tVirtual Office<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tIT Consulting<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t2 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\n4. Limitations<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tConsultation time<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tNo longer than 1 hour<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tIT infrastructure setup<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tOnly the components specified in the request. <\/span>For additional setups, create new requests.<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tVirtual office setup<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tOnly the components specified in the request. <\/span>For additional setups, create new requests.<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\n <\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774397411683280" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:25:06", "sys_id": 170781630617320733, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:25:06", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:25:06", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000085", "name": "SLA for \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000001, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. Agreement<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\nThis agreement defines the parameters of the Workplace service. The agreement specifies the cost, quantitative and qualitative characteristics of the provided service, such as: configuration, response time to caller requests, limitations of the provided service, and others.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n2<\/span><\/b>. Service Level Parameters<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed service uptime<\/span><\/b> (ASU<\/b>) specifies the time when the service should function stably. For example, 24x7 (twenty-four hours a day, seven days a week).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed support time<\/span><\/b> (AST<\/b>) specifies the time when the service is supported. For example, 8x5 (10:00-18:00, Mon-Fri), 8x7 (10:00-18:00, Mon-Fri).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed service uptime (ASU) <\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t24 x 7<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed support time (AST)<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 x 5<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tMinimum period of service provision<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\nWarranty service period<\/span><\/b> is a calendar year.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n3. Processing time for a typical request<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tOrdering or Replacement of Equipment<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t24 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAccess to Network Resources<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t4 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tSoftware Installation or Upgrade<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t2 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\n4. Limitations<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tNumber of employees who use one workplace<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tOne<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tOperating life of one unit of equipment<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tAt least 42 months<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAccessibility to resources<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tUntil leaving the company<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774397411683280" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:22:09", "sys_id": 170781612914576997, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:22:09", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:22:09", "owned_by": 170747144014556679, "object_category": "10", "number": "ART0000084", "name": "Incident Model for \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000010, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nWhen an incident is received from a company client, a support employee must respond within 30 minutes from the moment the ticket is registered. The employees are notified about the registration of the ticket via e-mail notification in the https:\/\/support.company.ru system or via the corporate messenger bot.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nIt is necessary to classify the incident, evaluate its impact on the business and the number of affected users, and assign it to a group that is responsible for processing such tickets.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nThe responsible group or user should take the incident to work and diagnose it for further resolution. Sometimes groups can bring in external resources or experts from other departments to consult and get help in solving the issue. Related tasks are created for the specific departments affected by the incident to resolve the issues in a step-by-step manner.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nWhen work on all related tasks is finished, the incident can be considered completed. The caller is notified that the work has been completed. The caller must verify that the solution found is satisfactory and that the incident can be closed.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774385013745668" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 08:53:14", "sys_id": 170781439413112737, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 08:53:14", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 08:53:14", "owned_by": 170747144014556679, "object_category": "10", "number": "ART0000080", "name": "Request Model for \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000006, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. The caller creates a service request through the service catalog on the portal. In the catalog they select the required service, complete the fields and save the request record.<\/span><\/span><\/span><\/p>\n\n2. The system registers the service request in the state "Registered". <\/span><\/span><\/span><\/p>\n\n3. A responsible group or a user is assigned. <\/span><\/span><\/span><\/p>\n\n4. The request is authorized by the responsible user or group.<\/span><\/span><\/span><\/p>\n\n5. The agent starts processing the request, creates necessary tasks related to the service request if needed.<\/span><\/span><\/span><\/p>\n\n6. If the request requires the involvement of a third party, the request is moved to the External processing<\/b> state. <\/span><\/span><\/span><\/p>\n\n7. If the description of the request is not clear enough, the agent moves the request to the Information needed<\/b> state and requests additional information from the caller via the Discussion<\/b> tab in the Activity Feed.<\/span><\/span><\/span><\/p>\n\n8. If circumstances that affect the processing of the request arise, the agent should move the request to the Postponed<\/b> state and provide the date for resuming the work.<\/span><\/span><\/span><\/p>\n\n9. After all necessary tasks are completed, the request is moved to the Completed<\/b> state, a notification is sent to the caller with a request to accept or reject the request resolution. If the user has not responded to the request resolution within 5 days, the request is automatically closed.<\/span><\/span><\/span><\/p>\n\n10. In case the request is created by mistake, the responsible user can cancel the request by clicking the Cancel<\/b> button. The system will transfer the request to the Completed<\/b> state with the reason "The request is created by mistake" and the closure code Not solved (Dropped)<\/b>.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774394118070282" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 08:47:04", "sys_id": 170781402412635506, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 08:47:04", "state": "1", "service": 170773785710091102, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 08:47:04", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000079", "name": "Service Description for service \"Ordering or Replacement of Equipment\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company employees.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\nThe service provides ordering new equipment or replacement of the broken one. The service requires personal presence of the caller in the office.<\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Request type <\/b>– a required operation with the equipment. Available options: Order equipment to a new employee, Order additional equipment, Replace equipment, Return equipment.<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> – how quickly the request will have a significant impact on the business from the moment when it appeared;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) working day.<\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088431815210126\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 15:26:37", "sys_id": 170775151818824159, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 15:25:18", "state": "1", "service": 170773989715642429, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 15:25:18", "owned_by": null, "object_category": "20", "number": "ART0000076", "name": "Service Description for service \"Software Installation or Upgrade\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: employees of the company.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: configuration of access to services and files on remote hosts. <\/span><\/span><\/span><\/span><\/p>\n\nSome configurations may require the support specialist to access the caller's work computer remotely.<\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Request type <\/b>– a required setting. Available options: Access to technical devices, Software customization, Access to information resources.<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> – how quickly the request will have a significant impact on the business from the moment when it appeared;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) working day.<\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088501818328380\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 15:05:45", "sys_id": 170775024915086419, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 15:04:09", "state": "1", "service": 170773949310730301, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 15:04:09", "owned_by": 170748112410656426, "object_category": "20", "number": "ART0000074", "name": "Service Description for service \"IT Infrastructure Setup\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company clients and partners.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: a setup of the IT infrastructure hardware.<\/span><\/span><\/span><\/span><\/p>\n\nWhen completing the form, it is required to specify all necessary components. The more precise and complete the request is, the better the specialists will be able to process it. Implementation time depends on the complexity of the request and the number of configurable components. <\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> –<\/span> how quickly the request will have a significant impact on the business;<\/span><\/span><\/span><\/span><\/p>\n\n- <\/span>IT infrastructure components<\/b> – the <\/span>hardware components that need to be connected and configured;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the <\/span>details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) business day.<\/span><\/span><\/span><\/span><\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088477411300272\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 14:56:56", "sys_id": 170774976710196074, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:56:07", "state": "1", "service": 170774058515409603, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:56:07", "owned_by": 170748112410656426, "object_category": "20", "number": "ART0000073", "name": "Service Description for service \"Virtual Office\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company clients and partners.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: a setup of the virtual office.<\/span><\/span><\/span><\/span><\/p>\n\nWhen completing the form, it is required to specify all the necessary components. The more precise and complete the request is, the better the specialists will be able to process it. Implementation time depends on the complexity of the request and the number of customizable components. <\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> –<\/span> how quickly the request will have a significant impact on the business;<\/span><\/span><\/span><\/span><\/p>\n\n- Virtual office components<\/b> – the <\/span>components to be connected or customized;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the <\/span>details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) business day.<\/span><\/span><\/span><\/span><\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088490218364382\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 14:41:38", "sys_id": 170774866717752132, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:37:47", "state": "1", "service": 170774000316916207, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:37:47", "owned_by": 170748112410656426, "object_category": "20", "number": "ART0000071", "name": "Service Description for service \"IT Consulting\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company clients and partners.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: a setup of the virtual office.<\/span><\/span><\/span><\/span><\/p>\n\nWhen completing the form, it is required to specify all the necessary components. The more precise and complete the request is, the better the specialists will be able to process it. Implementation time depends on the complexity of the request and the number of customizable components. <\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> –<\/span> how quickly the request will have a significant impact on the business;<\/span><\/span><\/span><\/span><\/p>\n\n- Virtual office components<\/b> – the <\/span>components to be connected or customized;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the <\/span>details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) business day.<\/span><\/span><\/span><\/span><\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=168986217217148596\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-12 14:30:56", "sys_id": 170774825618196417, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:30:56", "state": "1", "service": 170774049010854970, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:30:56", "owned_by": 170748066516800611, "object_category": "20", "number": "ART0000070", "name": "Service Description for service \"Cloud Service\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nThe Cloud Service category provides consultations on organizing an IT infrastructure, services for connecting the infrastructure hardware and setting up virtual offices. The recipients of services can be company clients and partners.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-12 14:18:06", "sys_id": 170774748614270191, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:18:06", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:18:06", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000065", "name": "Escalation Rules and Contacts", "metainfo": "", "content_type": null, "content_item_class": 155964310500000011, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nIncidents<\/span><\/span><\/span><\/span><\/b><\/span><\/span><\/span><\/p>\n\nThe junior support staff member passes the issue to a senior staff member. If this person is also unable to resolve the issue, the issue is passed on to the next senior person in the hierarchy until the issue is resolved. The Incident Manager must be notified of this type of incident. The Incident Manager decides whether the current incident is an infrastructure and major one. They are guided by the operational information from the support staff member, their expertise, consultations with colleagues, and diagnostic results.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nIn case of infrastructural and major incidents, the support staff notify the Incident Manager and create a swarming session for quick problem solving via the Telegram chat. The chat members are the assigned user and their manager, incident manager, the caller, and other stakeholders, if any.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nContact email address and incident manager number:<\/span><\/span><\/span><\/span><\/span><\/p>\n\nincident<\/span><\/span>_<\/span><\/span>manager<\/span><\/span>@<\/span><\/span>company<\/span><\/span>.<\/span><\/span>ru<\/span><\/span><\/span><\/span><\/span><\/p>\n\n+ 7-(912)-345-67-89<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774385013745668" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 14:31:22", "sys_id": 170774673515583844, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:05:35", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:05:35", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000063", "name": "Service Description for service \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nUnder the Workplace service category, the access to the company services and shared files is set up, the software is installed or updated on work devices, and work equipment is issued.<\/span><\/span><\/span><\/p>\n\nThe recipient of the service can be the company employees.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" } ], "contact": [ { "display_name": "Alexey Filippov", "employee": 170746810417927059, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:22:02", "sys_created_by": 155931135900000001, "sys_id": 170843892218955219, "sys_updated_at": "2024-02-20 14:22:02", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Nataliya Alexeeva", "employee": 170747144014556679, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:21:45", "sys_created_by": 155931135900000001, "sys_id": 170843890511764559, "sys_updated_at": "2024-02-20 14:21:45", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Ilya Markov", "employee": 170747186317196063, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:21:09", "sys_created_by": 155931135900000001, "sys_id": 170843886913356852, "sys_updated_at": "2024-02-20 14:21:09", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Sergey Ivanov", "employee": 170748112410656426, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:20:55", "sys_created_by": 155931135900000001, "sys_id": 170843885510286684, "sys_updated_at": "2024-02-20 14:20:55", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Oleg Dmitriev", "employee": 170748201716197536, "group": null, "organization": null, "sys_created_at": "2024-02-09 15:21:55", "sys_created_by": 155931135900000001, "sys_id": 170749211515414584, "sys_updated_at": "2024-02-09 15:21:55", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Olga Andreeva", "employee": 170748255515510899, "group": null, "organization": null, "sys_created_at": "2024-02-09 15:21:28", "sys_created_by": 155931135900000001, "sys_id": 170749208811647866, "sys_updated_at": "2024-02-09 15:21:28", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Dmitriy Nikolaev", "employee": 170748066516800611, "group": null, "organization": null, "sys_created_at": "2024-02-09 13:02:24", "sys_created_by": 155931135900000001, "sys_id": 170748374413283331, "sys_updated_at": "2024-02-09 13:02:24", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Ivan Petrov", "employee": 170748116417511975, "group": null, "organization": null, "sys_created_at": "2024-02-09 13:01:23", "sys_created_by": 155931135900000001, "sys_id": 170748368316695657, "sys_updated_at": "2024-02-09 13:01:23", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Production Unit", "employee": null, "group": null, "organization": 170748135218535710, "sys_created_at": "2024-02-09 12:59:58", "sys_created_by": 155931135900000001, "sys_id": 170748359813835562, "sys_updated_at": "2024-02-09 12:59:58", "sys_updated_by": 155931135900000001, "type": "unit" }, { "display_name": "Consumer Company", "employee": null, "group": null, "organization": 170748203711750684, "sys_created_at": "2024-02-09 12:33:57", "sys_created_by": 155931135900000001, "sys_id": 170748203711750764, "sys_updated_at": "2024-02-09 12:33:57", "sys_updated_by": 155931135900000001, "type": "company" } ], "contract": [ { "autoprolongation": false, "consumer": "", "contract_category": 170748339018675080, "contract_no": null, "contract_number": "", "contract_status": "10", "customer": 170748203711750764, "description": "", "end_date": null, "kb_article": null, "number": "CON0000016", "provider": 170746240713460037, "service_owner": 170748116417511975, "start_date": null, "subject": "Providing a cloud service", "supplier": null, "sys_created_at": "2024-02-09 15:19:37", "sys_created_by": 155931135900000001, "sys_id": 170749197713069442, "sys_updated_at": "2024-02-09 15:19:37", "sys_updated_by": 155931135900000001, "total_cost": null, "type": "SLA" }, { "autoprolongation": false, "consumer": "", "contract_category": 170748339018675080, "contract_no": null, "contract_number": "", "contract_status": "10", "customer": 170748359813835562, "description": "", "end_date": null, "kb_article": null, "number": "CON0000015", "provider": 170746240713460037, "service_owner": 170747144014556679, "start_date": null, "subject": "About providing a workplace", "supplier": null, "sys_created_at": "2024-02-09 13:00:16", "sys_created_by": 155931135900000001, "sys_id": 170748361618451492, "sys_updated_at": "2024-02-09 13:00:16", "sys_updated_by": 155931135900000001, "total_cost": null, "type": "SLA" } ], "employee": [ { "username": "OlgaAndreevaEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:42:52", "sys_id": 170748255515510899, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:42:35", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "lHmdQVeayFf2d31DcP1h2DIwiC6nwF2a_1707482555", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Andreeva", "language_id": 156628684306541141, "first_name": "Olga", "email": "andreevaoEn@pt.ru", "display_name": "Olga Andreeva", "department": null, "date_format_id": 159836398504170273, "company": 170748203711750684, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": null, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Project Manager", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "OlegDmitrievEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:35:22", "sys_id": 170748201716197536, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:33:37", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": 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The employees are notified about the registration of the ticket via e-mail notification in the https:\/\/support.company.ru system or via the corporate messenger bot.<\/span><\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 8px 0px 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 12pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 19.2pt; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: "Times New Roman", serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">It is necessary to classify the incident, evaluate its impact on the business and the number of affected users, and assign it to a group that is responsible for processing such tickets.<\/span><\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 8px 0px 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 12pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 19.2pt; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: "Times New Roman", serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">The responsible group or user should take the incident to work and diagnose it for further resolution. Sometimes groups can bring in external resources or experts from other departments to consult and get help in solving the issue. Related tasks are created for the specific departments affected by the incident to resolve the issues in a step-by-step manner.<\/span><\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 8px 0px 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 12pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 19.2pt; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: "Times New Roman", serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">When work on all related tasks is finished, the incident can be considered completed. The caller is notified that the work has been completed. The caller must verify that the solution found is satisfactory and that the incident can be closed.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774385013745668" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:39:50", "sys_id": 170781719010064297, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:39:50", "state": "1", "service": 170773889912593987, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:39:50", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000093", "name": "Service Description for service \"Access to Network Resources\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Consumers<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">: employees of the company.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Order of service provision<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">: configuration of access to services and files on remote hosts.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Some configurations may require the support specialist to access the caller's work computer remotely.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Request fields<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">:<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">- <\/span><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Request type <\/span><\/b>– a required setting. Available options: Access to technical devices, Software customization, Access to information resources.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">- <\/span><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Urgency<\/b> <\/span>– how quickly the request will have a significant impact on the business from the moment when it appeared;<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">- <\/span><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Description<\/b> <\/span>– the details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><b style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: bolder; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">Request processing time<\/span><\/b><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\">: up to 1 (one) working day.<\/span><\/span><\/span><\/span><\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"> <\/p>\n\n<p style=\"box-sizing: border-box; margin: 0px 0px 11px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-variant-position: inherit; font-weight: 400; font-stretch: inherit; font-size: 14px; line-height: inherit; font-family: "Open Sans", sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(46, 50, 56); letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: inherit; font-family: Calibri, sans-serif; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><span lang=\"EN-US\" style=\"box-sizing: border-box; margin: 0px; padding: 0cm; border: 1pt none windowtext; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: inherit; line-height: 15.6933px; font-family: inherit; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline;\"><a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088511211445279\" style=\"box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font: inherit; vertical-align: baseline; background-color: transparent; color: rgb(47, 84, 150); text-decoration: none;\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:36:46", "sys_id": 170781700610307104, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:36:46", "state": "1", "service": 170774049010854970, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:36:46", "owned_by": 170748066516800611, "object_category": "10", "number": "ART0000090", "name": "Request Model for \"Cloud Service\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000006, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. The caller creates a service request through the service catalog on the portal. In the catalog they select the required service, complete the fields and save the request record.<\/span><\/span><\/span><\/p>\n\n2. The system registers the service request in the state "Registered". <\/span><\/span><\/span><\/p>\n\n3. A responsible group or a user is assigned. <\/span><\/span><\/span><\/p>\n\n4. The request is authorized by the responsible user or group.<\/span><\/span><\/span><\/p>\n\n5. The agent starts processing the request, creates necessary tasks related to the service request if needed.<\/span><\/span><\/span><\/p>\n\n6. If the request requires the involvement of a third party, the request is moved to the External processing<\/b> state. <\/span><\/span><\/span><\/p>\n\n7. If the description of the request is not clear enough, the agent moves the request to the Information needed<\/b> state and requests additional information from the caller via the Discussion<\/b> tab in the Activity Feed.<\/span><\/span><\/span><\/p>\n\n8. If circumstances that affect the processing of the request arise, the agent should move the request to the Postponed<\/b> state and provide the date for resuming the work.<\/span><\/span><\/span><\/p>\n\n9. After all necessary tasks are completed, the request is moved to the Completed<\/b> state, a notification is sent to the caller with a request to accept or reject the request resolution. If the user has not responded to the request resolution within 5 days, the request is automatically closed.<\/span><\/span><\/span><\/p>\n\n10. In case the request is created by mistake, the responsible user can cancel the request by clicking the Cancel<\/b> button. The system will transfer the request to the Completed<\/b> state with the reason "The request is created by mistake" and the closure code Not solved (Dropped)<\/b>.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774394118070282" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:30:10", "sys_id": 170781661013598187, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:30:10", "state": "1", "service": 170774049010854970, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:30:10", "owned_by": 170748066516800611, "object_category": "20", "number": "ART0000087", "name": "SLA for \"Cloud Service\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000001, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. Agreement<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\nThis agreement defines the parameters of the Cloud Service. The agreement specifies quantitative and qualitative characteristics of the provided service, such as: configuration, time of processing of caller requests, limitations of the provided service and other.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n2. Service Level Parameters<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed service uptime<\/span><\/b> (ASU<\/b>) specifies the time when the service should function stably. For example, 24x7 (twenty-four hours a day, seven days a week).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed support time<\/span><\/b> (AST<\/b>) specifies the time when the service is supported. For example, 8x5 (10:00-18:00, Mon-Fri), 8x7 (10:00-18:00, Mon-Fri).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed service uptime (ASU) <\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t24 x 7<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed support time (AST)<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 x 5<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tMinimum period of the service provision<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\nWarranty service period<\/span><\/b> is a calendar year.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n3. Processing time for a typical request<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tIT Infrastructure Setup<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t2 days<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tVirtual Office<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tIT Consulting<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t2 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\n4. Limitations<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tConsultation time<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tNo longer than 1 hour<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tIT infrastructure setup<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tOnly the components specified in the request. <\/span>For additional setups, create new requests.<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tVirtual office setup<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tOnly the components specified in the request. <\/span>For additional setups, create new requests.<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\n <\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774397411683280" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:25:06", "sys_id": 170781630617320733, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:25:06", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:25:06", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000085", "name": "SLA for \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000001, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. Agreement<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\nThis agreement defines the parameters of the Workplace service. The agreement specifies the cost, quantitative and qualitative characteristics of the provided service, such as: configuration, response time to caller requests, limitations of the provided service, and others.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n2<\/span><\/b>. Service Level Parameters<\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed service uptime<\/span><\/b> (ASU<\/b>) specifies the time when the service should function stably. For example, 24x7 (twenty-four hours a day, seven days a week).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\nAgreed support time<\/span><\/b> (AST<\/b>) specifies the time when the service is supported. For example, 8x5 (10:00-18:00, Mon-Fri), 8x7 (10:00-18:00, Mon-Fri).<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed service uptime (ASU) <\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t24 x 7<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAgreed support time (AST)<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 x 5<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tMinimum period of service provision<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t8 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\nWarranty service period<\/span><\/b> is a calendar year.<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n3. Processing time for a typical request<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tOrdering or Replacement of Equipment<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t24 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAccess to Network Resources<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t4 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tSoftware Installation or Upgrade<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\t2 hours<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n\n <\/p>\n\n4. Limitations<\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<table class=\"MsoTableGrid\" style=\"border-collapse:collapse; border:none\">\n\t<tbody>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tNumber of employees who use one workplace<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:1px solid black; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tOne<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tOperating life of one unit of equipment<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tAt least 42 months<\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t\t<tr>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:1px solid black\" valign=\"top\">\n\t\t\tAccessibility to resources<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t\t<td style=\"border-bottom:1px solid black; padding:0cm 7px 0cm 7px; border-top:none; border-right:1px solid black; border-left:none\" valign=\"top\">\n\t\t\tUntil leaving the company<\/span><\/span><\/span><\/p>\n\t\t\t<\/td>\n\t\t<\/tr>\n\t<\/tbody>\n<\/table>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774397411683280" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 09:22:09", "sys_id": 170781612914576997, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 09:22:09", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 09:22:09", "owned_by": 170747144014556679, "object_category": "10", "number": "ART0000084", "name": "Incident Model for \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000010, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nWhen an incident is received from a company client, a support employee must respond within 30 minutes from the moment the ticket is registered. The employees are notified about the registration of the ticket via e-mail notification in the https:\/\/support.company.ru system or via the corporate messenger bot.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nIt is necessary to classify the incident, evaluate its impact on the business and the number of affected users, and assign it to a group that is responsible for processing such tickets.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nThe responsible group or user should take the incident to work and diagnose it for further resolution. Sometimes groups can bring in external resources or experts from other departments to consult and get help in solving the issue. Related tasks are created for the specific departments affected by the incident to resolve the issues in a step-by-step manner.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nWhen work on all related tasks is finished, the incident can be considered completed. The caller is notified that the work has been completed. The caller must verify that the solution found is satisfactory and that the incident can be closed.<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774385013745668" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 08:53:14", "sys_id": 170781439413112737, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 08:53:14", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 08:53:14", "owned_by": 170747144014556679, "object_category": "10", "number": "ART0000080", "name": "Request Model for \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000006, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\n1. The caller creates a service request through the service catalog on the portal. In the catalog they select the required service, complete the fields and save the request record.<\/span><\/span><\/span><\/p>\n\n2. The system registers the service request in the state "Registered". <\/span><\/span><\/span><\/p>\n\n3. A responsible group or a user is assigned. <\/span><\/span><\/span><\/p>\n\n4. The request is authorized by the responsible user or group.<\/span><\/span><\/span><\/p>\n\n5. The agent starts processing the request, creates necessary tasks related to the service request if needed.<\/span><\/span><\/span><\/p>\n\n6. If the request requires the involvement of a third party, the request is moved to the External processing<\/b> state. <\/span><\/span><\/span><\/p>\n\n7. If the description of the request is not clear enough, the agent moves the request to the Information needed<\/b> state and requests additional information from the caller via the Discussion<\/b> tab in the Activity Feed.<\/span><\/span><\/span><\/p>\n\n8. If circumstances that affect the processing of the request arise, the agent should move the request to the Postponed<\/b> state and provide the date for resuming the work.<\/span><\/span><\/span><\/p>\n\n9. After all necessary tasks are completed, the request is moved to the Completed<\/b> state, a notification is sent to the caller with a request to accept or reject the request resolution. If the user has not responded to the request resolution within 5 days, the request is automatically closed.<\/span><\/span><\/span><\/p>\n\n10. In case the request is created by mistake, the responsible user can cancel the request by clicking the Cancel<\/b> button. The system will transfer the request to the Completed<\/b> state with the reason "The request is created by mistake" and the closure code Not solved (Dropped)<\/b>.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774394118070282" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-13 08:47:04", "sys_id": 170781402412635506, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-13 08:47:04", "state": "1", "service": 170773785710091102, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-13 08:47:04", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000079", "name": "Service Description for service \"Ordering or Replacement of Equipment\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company employees.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\nThe service provides ordering new equipment or replacement of the broken one. The service requires personal presence of the caller in the office.<\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Request type <\/b>– a required operation with the equipment. Available options: Order equipment to a new employee, Order additional equipment, Replace equipment, Return equipment.<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> – how quickly the request will have a significant impact on the business from the moment when it appeared;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) working day.<\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088431815210126\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 15:26:37", "sys_id": 170775151818824159, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 15:25:18", "state": "1", "service": 170773989715642429, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 15:25:18", "owned_by": null, "object_category": "20", "number": "ART0000076", "name": "Service Description for service \"Software Installation or Upgrade\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: employees of the company.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: configuration of access to services and files on remote hosts. <\/span><\/span><\/span><\/span><\/p>\n\nSome configurations may require the support specialist to access the caller's work computer remotely.<\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Request type <\/b>– a required setting. Available options: Access to technical devices, Software customization, Access to information resources.<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> – how quickly the request will have a significant impact on the business from the moment when it appeared;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) working day.<\/span><\/span><\/span><\/span><\/p>\n\n <\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088501818328380\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 15:05:45", "sys_id": 170775024915086419, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 15:04:09", "state": "1", "service": 170773949310730301, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 15:04:09", "owned_by": 170748112410656426, "object_category": "20", "number": "ART0000074", "name": "Service Description for service \"IT Infrastructure Setup\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company clients and partners.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: a setup of the IT infrastructure hardware.<\/span><\/span><\/span><\/span><\/p>\n\nWhen completing the form, it is required to specify all necessary components. The more precise and complete the request is, the better the specialists will be able to process it. Implementation time depends on the complexity of the request and the number of configurable components. <\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> –<\/span> how quickly the request will have a significant impact on the business;<\/span><\/span><\/span><\/span><\/p>\n\n- <\/span>IT infrastructure components<\/b> – the <\/span>hardware components that need to be connected and configured;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the <\/span>details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) business day.<\/span><\/span><\/span><\/span><\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088477411300272\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 14:56:56", "sys_id": 170774976710196074, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:56:07", "state": "1", "service": 170774058515409603, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:56:07", "owned_by": 170748112410656426, "object_category": "20", "number": "ART0000073", "name": "Service Description for service \"Virtual Office\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company clients and partners.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: a setup of the virtual office.<\/span><\/span><\/span><\/span><\/p>\n\nWhen completing the form, it is required to specify all the necessary components. The more precise and complete the request is, the better the specialists will be able to process it. Implementation time depends on the complexity of the request and the number of customizable components. <\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> –<\/span> how quickly the request will have a significant impact on the business;<\/span><\/span><\/span><\/span><\/p>\n\n- Virtual office components<\/b> – the <\/span>components to be connected or customized;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the <\/span>details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) business day.<\/span><\/span><\/span><\/span><\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=169088490218364382\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 14:41:38", "sys_id": 170774866717752132, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:37:47", "state": "1", "service": 170774000316916207, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:37:47", "owned_by": 170748112410656426, "object_category": "20", "number": "ART0000071", "name": "Service Description for service \"IT Consulting\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nConsumers<\/span><\/b>: company clients and partners.<\/span><\/span><\/span><\/span><\/p>\n\nOrder of service provision<\/span><\/b>: a setup of the virtual office.<\/span><\/span><\/span><\/span><\/p>\n\nWhen completing the form, it is required to specify all the necessary components. The more precise and complete the request is, the better the specialists will be able to process it. Implementation time depends on the complexity of the request and the number of customizable components. <\/span><\/span><\/span><\/span><\/p>\n\nRequest fields<\/span><\/b>:<\/span><\/span><\/span><\/span><\/p>\n\n- Urgency<\/b> –<\/span> how quickly the request will have a significant impact on the business;<\/span><\/span><\/span><\/span><\/p>\n\n- Virtual office components<\/b> – the <\/span>components to be connected or customized;<\/span><\/span><\/span><\/span><\/p>\n\n- Description<\/b> – the <\/span>details that help to describe the essence of the request better.<\/span><\/span><\/span><\/span><\/p>\n\nRequest processing time<\/span><\/b>: up to 1 (one) business day.<\/span><\/span><\/span><\/span><\/p>\n\n<a href=\"http:\/\/stage001-galaktionov.simpleone.ru\/portal\/sc?item=168986217217148596\" style=\"color:#2f5496\">Go to the request form<\/a><\/span><\/u><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-12 14:30:56", "sys_id": 170774825618196417, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:30:56", "state": "1", "service": 170774049010854970, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:30:56", "owned_by": 170748066516800611, "object_category": "20", "number": "ART0000070", "name": "Service Description for service \"Cloud Service\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nThe Cloud Service category provides consultations on organizing an IT infrastructure, services for connecting the infrastructure hardware and setting up virtual offices. The recipients of services can be company clients and partners.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" }, { "sys_updated_by": 170748102614135652, "sys_updated_at": "2024-02-12 14:18:06", "sys_id": 170774748614270191, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:18:06", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:18:06", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000065", "name": "Escalation Rules and Contacts", "metainfo": "", "content_type": null, "content_item_class": 155964310500000011, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nIncidents<\/span><\/span><\/span><\/span><\/b><\/span><\/span><\/span><\/p>\n\nThe junior support staff member passes the issue to a senior staff member. If this person is also unable to resolve the issue, the issue is passed on to the next senior person in the hierarchy until the issue is resolved. The Incident Manager must be notified of this type of incident. The Incident Manager decides whether the current incident is an infrastructure and major one. They are guided by the operational information from the support staff member, their expertise, consultations with colleagues, and diagnostic results.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nIn case of infrastructural and major incidents, the support staff notify the Incident Manager and create a swarming session for quick problem solving via the Telegram chat. The chat members are the assigned user and their manager, incident manager, the caller, and other stakeholders, if any.<\/span><\/span><\/span><\/span><\/span><\/p>\n\nContact email address and incident manager number:<\/span><\/span><\/span><\/span><\/span><\/p>\n\nincident<\/span><\/span>_<\/span><\/span>manager<\/span><\/span>@<\/span><\/span>company<\/span><\/span>.<\/span><\/span>ru<\/span><\/span><\/span><\/span><\/span><\/p>\n\n+ 7-(912)-345-67-89<\/span><\/span><\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774385013745668" }, { "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-12 14:31:22", "sys_id": 170774673515583844, "sys_db_table_id": 156846397908814773, "sys_created_by": 170748102614135652, "sys_created_at": "2024-02-12 14:05:35", "state": "1", "service": 170773101215519136, "responsible_group": null, "responsible": 170748102614135652, "published_at": "2024-02-12 14:05:35", "owned_by": 170747144014556679, "object_category": "20", "number": "ART0000063", "name": "Service Description for service \"Workplace\"", "metainfo": "", "content_type": null, "content_item_class": 155964310500000002, "content_db": 156983229013247080, "content_category": null, "body": "<html>\n<head>\n\t<title><\/title>\n<\/head>\n<body>\nUnder the Workplace service category, the access to the company services and shared files is set up, the software is installed or updated on work devices, and work equipment is issued.<\/span><\/span><\/span><\/p>\n\nThe recipient of the service can be the company employees.<\/span><\/span><\/span><\/p>\n<\/body>\n<\/html>\n", "related_problems": null, "related_incidents": null, "related_changes": null, "knowledge_base_category": "170774390118763021" } ], "contact": [ { "display_name": "Alexey Filippov", "employee": 170746810417927059, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:22:02", "sys_created_by": 155931135900000001, "sys_id": 170843892218955219, "sys_updated_at": "2024-02-20 14:22:02", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Nataliya Alexeeva", "employee": 170747144014556679, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:21:45", "sys_created_by": 155931135900000001, "sys_id": 170843890511764559, "sys_updated_at": "2024-02-20 14:21:45", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Ilya Markov", "employee": 170747186317196063, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:21:09", "sys_created_by": 155931135900000001, "sys_id": 170843886913356852, "sys_updated_at": "2024-02-20 14:21:09", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Sergey Ivanov", "employee": 170748112410656426, "group": null, "organization": null, "sys_created_at": "2024-02-20 14:20:55", "sys_created_by": 155931135900000001, "sys_id": 170843885510286684, "sys_updated_at": "2024-02-20 14:20:55", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Oleg Dmitriev", "employee": 170748201716197536, "group": null, "organization": null, "sys_created_at": "2024-02-09 15:21:55", "sys_created_by": 155931135900000001, "sys_id": 170749211515414584, "sys_updated_at": "2024-02-09 15:21:55", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Olga Andreeva", "employee": 170748255515510899, "group": null, "organization": null, "sys_created_at": "2024-02-09 15:21:28", "sys_created_by": 155931135900000001, "sys_id": 170749208811647866, "sys_updated_at": "2024-02-09 15:21:28", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Dmitriy Nikolaev", "employee": 170748066516800611, "group": null, "organization": null, "sys_created_at": "2024-02-09 13:02:24", "sys_created_by": 155931135900000001, "sys_id": 170748374413283331, "sys_updated_at": "2024-02-09 13:02:24", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Ivan Petrov", "employee": 170748116417511975, "group": null, "organization": null, "sys_created_at": "2024-02-09 13:01:23", "sys_created_by": 155931135900000001, "sys_id": 170748368316695657, "sys_updated_at": "2024-02-09 13:01:23", "sys_updated_by": 155931135900000001, "type": "employee" }, { "display_name": "Production Unit", "employee": null, "group": null, "organization": 170748135218535710, "sys_created_at": "2024-02-09 12:59:58", "sys_created_by": 155931135900000001, "sys_id": 170748359813835562, "sys_updated_at": "2024-02-09 12:59:58", "sys_updated_by": 155931135900000001, "type": "unit" }, { "display_name": "Consumer Company", "employee": null, "group": null, "organization": 170748203711750684, "sys_created_at": "2024-02-09 12:33:57", "sys_created_by": 155931135900000001, "sys_id": 170748203711750764, "sys_updated_at": "2024-02-09 12:33:57", "sys_updated_by": 155931135900000001, "type": "company" } ], "contract": [ { "autoprolongation": false, "consumer": "", "contract_category": 170748339018675080, "contract_no": null, "contract_number": "", "contract_status": "10", "customer": 170748203711750764, "description": "", "end_date": null, "kb_article": null, "number": "CON0000016", "provider": 170746240713460037, "service_owner": 170748116417511975, "start_date": null, "subject": "Providing a cloud service", "supplier": null, "sys_created_at": "2024-02-09 15:19:37", "sys_created_by": 155931135900000001, "sys_id": 170749197713069442, "sys_updated_at": "2024-02-09 15:19:37", "sys_updated_by": 155931135900000001, "total_cost": null, "type": "SLA" }, { "autoprolongation": false, "consumer": "", "contract_category": 170748339018675080, "contract_no": null, "contract_number": "", "contract_status": "10", "customer": 170748359813835562, "description": "", "end_date": null, "kb_article": null, "number": "CON0000015", "provider": 170746240713460037, "service_owner": 170747144014556679, "start_date": null, "subject": "About providing a workplace", "supplier": null, "sys_created_at": "2024-02-09 13:00:16", "sys_created_by": 155931135900000001, "sys_id": 170748361618451492, "sys_updated_at": "2024-02-09 13:00:16", "sys_updated_by": 155931135900000001, "total_cost": null, "type": "SLA" } ], "employee": [ { "username": "OlgaAndreevaEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:42:52", "sys_id": 170748255515510899, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:42:35", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "lHmdQVeayFf2d31DcP1h2DIwiC6nwF2a_1707482555", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Andreeva", "language_id": 156628684306541141, "first_name": "Olga", "email": "andreevaoEn@pt.ru", "display_name": "Olga Andreeva", "department": null, "date_format_id": 159836398504170273, "company": 170748203711750684, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": null, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Project Manager", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "OlegDmitrievEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:35:22", "sys_id": 170748201716197536, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:33:37", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "3Rhzc8Mxtnleg9eVcAhe9THIjZdGUa3W_1707482017", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Dmitriev", "language_id": 156628684306541141, "first_name": "Oleg", "email": "dmitrievoEn@pt.ru", "display_name": "Oleg Dmitriev", "department": null, "date_format_id": 159836398504170273, "company": 170748203711750684, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": null, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "CEO", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "IvanPetrovEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:24:24", "sys_id": 170748116417511975, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:19:24", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "3PATkVQomtq7HHt4oBEZNi1DCvu2WO5B_1707481164", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Petrov", "language_id": 156628684306541141, "first_name": "Ivan", "email": "petroviEn@pl.ru", "display_name": "Ivan Petrov", "department": null, "date_format_id": 159836398504170273, "company": 170748037113469267, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": 170748135218535710, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Lead Specialist", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "SergeyIvanovEn", "timezone_id": 156076775207685877, "sys_updated_by": 170748112410656426, "sys_updated_at": "2024-02-16 13:20:07", "sys_id": 170748112410656426, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:18:44", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "HZKjiXWddtxXyMAUEuoSuv9UVDvDWO78_1707481124", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Ivanov", "language_id": 156628684306541141, "first_name": "Sergey", "email": "ivanovsEn@pl.ru", "display_name": "Sergey Ivanov", "department": null, "date_format_id": 159836398504170273, "company": 170748203711750684, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": 170748135218535710, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Lead Specialist", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "IgorSergeevEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:24:06", "sys_id": 170748107812138957, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:17:58", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "YbVg06uHdtGKJcNVl2doxXGNSbBB7vMM_1707481078", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Sergeev", "language_id": 156628684306541141, "first_name": "Igor", "email": "sergeeviEn@pl.ru", "display_name": "Igor Sergeev", "department": null, "date_format_id": 159836398504170273, "company": 170748037113469267, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": 170748135218535710, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Expert", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "MariyaKirillovaEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:17:06", "sys_id": 170748102614135652, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:17:06", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "0NatrdxDl8cQueodQNauvtaL85lXPbpH_1707481026", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Kirillova", "language_id": 156628684306541141, "first_name": "Mariya", "email": "kirillovamEn@pl.ru", "display_name": "Mariya Kirillova", "department": null, "date_format_id": 159836398504170273, "company": 170748037113469267, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": null, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Methodologist", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "DmitriyNikolaevEn", "timezone_id": 156076775207685877, "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-09 12:11:05", "sys_id": 170748066516800611, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 12:11:05", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "DLf8Fc3ReV5sL4ITv7tXNyKAVrc5JjE3_1707480665", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Nikolaev", "language_id": 156628684306541141, "first_name": "Dmitriy", "email": "nikolaevdEn@pl.ru", "display_name": "Dmitriy Nikolaev", "department": null, "date_format_id": 159836398504170273, "company": 170748037113469267, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": null, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "CEO", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "IlyaMarkovEn", "timezone_id": 156076775207685877, "sys_updated_by": 170747186317196063, "sys_updated_at": "2024-02-14 14:55:04", "sys_id": 170747186317196063, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 09:44:23", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "kt9TZJCt9GdIzHrWGouFJlfXPhTX9FBt_1707471863", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Markov", "language_id": 156628684306541141, "first_name": "Ilya", "email": "markoviEn@pl.ru", "display_name": "Ilya Markov", "department": null, "date_format_id": 159836398504170273, "company": 170746240713460037, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": null, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Lead Technical Support Engineer", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "NataliyaAlexeevaEn", "timezone_id": 156076775207685877, "sys_updated_by": 170747144014556679, "sys_updated_at": "2024-02-13 12:27:31", "sys_id": 170747144014556679, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 09:37:20", "source": null, "primary_group": null, "photo_id": null, "password_reset_token": "73Xpp9yTO1ZK53bFWxIgcpsf0eHy0k1a_1707471440", "password_needs_reset": false, "password_hash": null, "log_out_on_all_devices": false, "locked_out": false, "location": null, "ldap_server_id": null, "last_name": "Alexeeva", "language_id": 156628684306541141, "first_name": "Nataliya", "email": "alexeevanEn@pl.ru", "display_name": "Nataliya Alexeeva", "department": null, "date_format_id": 159836398504170273, "company": 170746240713460037, "auth_key": null, "active": true, "work_schedule": 157165292607666710, "vip": false, "unit": null, "section": null, "notes": "", "mobile_phone": "", "middle_name": "", "manager": null, "main_representative": false, "job_title": "Technical Support Engineer", "interests_hobby": null, "gender": null, "fte": null, "employment_status": null, "effective_from": null, "date_of_birth": null, "contract_expires": null, "business_phone": "", "branch": null }, { "username": "AlexeyFilippovEn", "timezone_id": 156076775207685877, "sys_updated_by": 170746810417927059, "sys_updated_at": "2024-02-14 14:37:31", "sys_id": 170746810417927059, "sys_db_table_id": 156873090301469473, "sys_created_by": 155931135900000001, "sys_created_at": "2024-02-09 08:41:44", "source": 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"related_inquiry": null, "related_incidents": null, "related_cis": null, "related_articles": null, "planned_start_datetime": null, "planned_end_datetime": null, "out_of_sla": false, "level_of_dependency": null, "known_error": null, "has_breached": false, "first_call_resolution": false, "external_task": null, "external_company": null, "copy_cis_to_originators": false, "contact_type": "10", "complete_originators": false, "closure_notes": null, "closure_code": null, "caused_by_changes": null, "agent_satisfaction": null, "actual_start_datetime": null, "actual_end_datetime": null, "work_notes": "", "wf_executing_activity": null, "urgency": null, "sys_updated_by": 170747186317196063, "sys_updated_at": "2024-02-13 14:49:04", "sys_id": 170783572918228831, "sys_db_table_id": 156950854512888181, "sys_created_by": 170747186317196063, "sys_created_at": "2024-02-13 14:48:49", "subject": "Creating a script", "state_changed_at": "2024-02-13 14:49:04", "state": "7", "sla_due": null, "short_description": null, "service": null, "screenshot": null, "priority": null, "parent_id": 170783499918005322, "opened_by": null, "opened_at": "2024-02-13 14:48:49", "number": "CHT0000015", "impact": null, "followers_list": "", "due_date": null, "display_name": "CHT0000015 Creating a script", "description": "It is necessary to create a script for automatic reassignment to a new group", "contact": null, "company": 170746240713460037, "comments": null, "closed_by": null, "closed_at": null, "caller": 170747186317196063, "attention_required": false, "assignment_group": null, "assigned_user": 170747186317196063, "approval_state": "not_requested", "additional_comments": "", "active": true, "previous_task": null, "plan_is_ready": false, "phase": "2", "on_hold": false, "next_task": null, "change_task_type": "4" }, { "solved_by_changes": null, "service_satisfaction": null, "resolved_by": null, "resolved_at": null, "related_problems": null, "related_inquiry": null, "related_incidents": null, "related_cis": null, "related_articles": null, "planned_start_datetime": null, "planned_end_datetime": null, "out_of_sla": false, "level_of_dependency": null, "known_error": null, "has_breached": false, "first_call_resolution": false, "external_task": null, "external_company": null, "copy_cis_to_originators": false, "contact_type": "10", "complete_originators": false, "closure_notes": null, "closure_code": null, "caused_by_changes": null, "agent_satisfaction": null, "actual_start_datetime": null, "actual_end_datetime": null, "work_notes": "", "wf_executing_activity": null, "urgency": null, "sys_updated_by": 170747186317196063, "sys_updated_at": "2024-02-13 14:41:30", "sys_id": 170783525013245066, "sys_db_table_id": 156950854512888181, "sys_created_by": 170747186317196063, "sys_created_at": "2024-02-13 14:40:50", "subject": "New group in the system", "state_changed_at": "2024-02-13 14:41:30", "state": "7", "sla_due": null, "short_description": null, "service": null, "screenshot": null, "priority": null, "parent_id": 170783499918005322, "opened_by": null, "opened_at": "2024-02-13 14:40:50", "number": "CHT0000013", "impact": null, "followers_list": "", "due_date": null, "display_name": "CHT0000013 New group in the system", "description": "Determine the composition of the new group\nAdd employees to a new group", "contact": null, "company": 170746240713460037, "comments": null, "closed_by": null, "closed_at": null, "caller": 170747186317196063, "attention_required": false, "assignment_group": null, "assigned_user": 170747186317196063, "approval_state": "not_requested", "additional_comments": "", "active": true, "previous_task": null, "plan_is_ready": false, "phase": "1", "on_hold": false, "next_task": null, "change_task_type": "1" } ], "itsm_incident": [ { "solved_by_changes": "", "service_satisfaction": null, "resolved_by": 170747186317196063, "resolved_at": "2024-02-14 15:27:52", "related_problems": "", "related_inquiry": null, "related_incidents": null, "related_cis": "", "related_articles": "", "planned_start_datetime": null, "planned_end_datetime": null, "out_of_sla": false, "level_of_dependency": null, "known_error": null, "has_breached": false, "first_call_resolution": false, "external_task": "", "external_company": null, "copy_cis_to_originators": false, "contact_type": "10", "complete_originators": false, "closure_notes": "The equipment has been configured", "closure_code": "1", "caused_by_changes": "", "agent_satisfaction": null, "actual_start_datetime": null, "actual_end_datetime": null, "work_notes": "", "wf_executing_activity": null, "urgency": "2", "sys_updated_by": 155931135900000001, "sys_updated_at": "2024-02-14 15:30:23", "sys_id": 170792441816454746, "sys_db_table_id": 156950677111866258, "sys_created_by": 170747144014556679, "sys_created_at": "2024-02-14 15:26:58", "subject": "Problems with closing the app", "state_changed_at": "2024-02-14 15:30:23", "state": "10", "sla_due": null, "short_description": null, "service": 170773989715642429, "screenshot": null, "priority": "2", "parent_id": null, "opened_by": null, "opened_at": "2024-02-14 15:26:58", "number": "INC0000091", "impact": "2", "followers_list": "", "due_date": null, "display_name": "INC0000091 Problems with closing the app", "description": "When the app is in full-screen mode, the top of the screen is cut off. 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