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Custom Support Workflow Requested <br />• MI to provide initial Tier 1 response & then escalate back to CoSB if needed <br />• Users can Call or Email MI direct for tickets <br />• MI Autotask system used for ticket tracking <br />o CoSB IT will, continue to have Autotask access for Taskfire use <br />• Asset tracking provided by CoSB Kaseya solution <br />• Misupport will have continued access to Kaseya system for remote support <br />• Misupport may have access to AirWatch system for remote support <br />• Users will remain local admiins on the workstations for now, but may be changed in the near term <br />• Monthly Reporting for SLA's, ticket resolution <br />Assumptions <br />In order to provide some continuity of support, we require management of Change Control expectations to include the <br />following notifications and involvement: <br />Significant changes to Workstation application configurations requires notification to Microlntegration prior to <br />roll out. (new or existing applications) <br />Significant changes to Workstation image configuration requires notification to Microlntegration prior to roll out. <br />(new or existing image) <br />Significant changes to AD group policy for Workstations configuration requires notification to Microlntegration <br />prior to roll out. (new or existing group policy) <br />