The Vendor is required to provide office maintains a help desk ticket management system within legal notes and it is used by several business units (human resources, information technology, finance, purchasing, contracts, maintenance, mail room, records, print shop, etc.).
- System Requirements:
•The least amount of internal maintenance possible, hopefully not needing an administrator dedicated to implementing and maintaining
• Clear and available ticket history upfront including chain of custody
• User contact information available upfront
• Specific categories similar to those that are currently in the help desks in HCL notes
• Ability to have multiple help desks: human resources, information technology, finance, purchasing, contracts, maintenance, mail room, records, print shop, etc.
• Ability to transfer a ticket from one help desk unit to another help desk unit (human resources to information technology, etc.)
• Ticket submission or generation must be allowed via email, and through the helpdesk application or web interface.
• Identifying ticket numbers
• Generate reports, monthly and as needed
• Pending and/or resolved tickets
• Open tickets based on date
• Ability to create listing or report of repeat issues
• Report for transferred tickets
• Add/terminate/transfer and modify users
• [Phish report] auto generated proof point threat response tickets
• Policy verifications
• email responses/notifications
• Ability to email link active/resolved tickets. (I.e. email link & email to: in notes)
• When HD staff forwards a ticket to another department, the sender and the contact should be notified of the forwarded action, (i.e. referred to human resources.
• Human resources should get an emailed acknowledgement that help desks have received their auto-generated tickets (new user, terminated user, transfer request, name change, etc.)
• Regional assignments
• Resolved tickets – for future reference
• Create additional categories for badge access issues & security cameras.
• Ability to add, remove, create modifications
• User modification (location or division)
• Information technology databank function
• Ability to maintain hardware inventory (i.e., desktop, laptop, surface pro, printer, scanner)
• Static IP address designation list
• If a ticket is still pending for “xx” hours, an automated reminder should be sent out to the requestor and help desk staff that there’s a ticket pending, and the ticket may be closed in “xx” hours if failure on the requestor’s part to respond.
• Automated reminders regarding an open ticket should be sent.
• This will nudge both the requestor and the help desk staff to do something.
• Help desk staff will be able to stop this reminder, as needed.
• Contact information - some form of control in place to require or suggest a cell number if submitting a ticket from remote/home.
• A designation for “computing – general”, which could include all type of issues not typically assigned to the standard categories available.
• A way for a ticket to either be “broken out” into multiple assignments based on scope (e.g., development, then operations) or use one ticket with multiple staff assigned so that the ticket “moves” to the next assignee after closing, with space for individual commentary on resolution(s) as applicable.
• Possible ability to link a closed ticket into a newly assigned ticket for the purposes of resolution.
- Questions/Inquires Deadline: May 09, 2025