Cincinnati Public Schools
Case Record Type · Desk Phone Support
Desk Phone RoutingWhere a phone ticket goes, who works it at each step, and the one field that decides.
5 queues
7 stages
3 port outcomes
Cincinnati Public Schools
Case Record Type · Desk Phone Support
The moment a request lands, what was asked for decides who picks it up. Only a new line starts the full pipeline — everything else is a single team's work.
These need a tech on site. Only a new line opens at Physical Review and runs the pipeline below.
Configuration work on a line that already exists. No site visit, no hardware.
Everything else. Self-service-shaped requests that close on first touch.
A tech goes to the room and looks at the jack. Port Status is the field that moves the ticket — the routing reads it and sends the case three different ways. Nobody has to set the stage by hand.
Set at Physical Review. Each value routes to a different team — or ends the case.
Five stages, and assignment follows the stage — so moving a ticket by hand routes it exactly the same way the automation does. It steps through the stages on its own — select one to hold it there.
IT Support Techs
A terminal stage, not a hand-off. No cabling exists, so the case is closed and the work restarts as a Facilities request once the drop is in.
Dial tone confirmed with the requester. Resolution Details and Resolved By should both be filled before the case leaves the queue.
Two different things. Staff is who is working the ticket and changes as it moves between teams. Queue name is a filter label, not a group anyone belongs to — nobody is added to a queue, people filter their list views by it. A provisioning ticket sits under queue name Telecom while Staff is whoever there picks it up.
Every stage change clears the assigned Staff member. Without that, the last team's tech stays attached to a ticket another team is now working.