Remember: We need client information!
This is a reminder to all Service Desk students that when creating a ticket, you MUST get the contact information for a client that we can follow up with. Do NOT use mailing lists or service accounts (such as buworks@bu.edu) as the client name, as we must be able to follow up with an individual.
Sometimes a person might call in to report an issue that impacts a department. In those situations, we still need the information of the person on the phone, and as much detail as possible about the issue. In the case of a student employee calling on behalf of a department, try to get the information of a staff member in the department that we can follow up with. This will help us shorten the response time for tickets.