PROC-OTI-001: Raising a Support Ticket with OneTeamIT (OTI)

Raising a Support Ticket with OneTeamIT

Document ID: PROC-OTI-001
Version: 1.0
Date: 15/10/2025
Author: Ante Crvelin
Audience: Service Desk, IT Operations
Scope: Defines the standard process for raising support tickets with OneTeam IT (OTI).

1. Purpose

Ensure all OTI tickets are raised consistently so they’re tracked correctly and appear on monthly statements.

2. Scope

In Scope: Makita AU staff raising OTI support requests via email or integrated ticketing.
Out of Scope: Technical troubleshooting by OTI; billing disputes.

3. Roles & Responsibilities

Requestor (Any Staff): Raise the ticket with the correct subject format.
Service Desk (Makita): Verify that the subject includes the incident number; resend if missing.
OTI Service Desk: Receive, triage, and action tickets.

4. Prerequisites

Valid Makita incident number (from your internal system) if raising by email.
Access to your ticketing system (if tickets are auto-generated).

5. Procedure Steps

Step 1 – Raise the ticket

Email servicedesk@oneteamit.com.au.
Include your incident number in the email subject line.
- If raised directly from your ticketing system, this should be automatic.

Step 2 – Recipients

Do not cc individual OTI staff on support tickets. Use the service desk email only.

Step 3 – Confirmation & Tracking

OTI will return the incident number on the monthly statement.
If you forgot the incident number in the subject, resend with the corrected subject.

⚠️ Note: Two tickets last month were missing incident numbers; ensure subjects are correct to avoid tracking gaps.
✔ Validation: You receive an auto-acknowledgement from OTI and see the incident on the next monthly statement.

6. Controls & Compliance

Audit Requirement: Subject line must contain the incident number.
Process Control: Service Desk to spot-check outbound emails weekly for compliance.

7. Risks & Escalation

Risks: Missing incident numbers can delay processing and omit charges from statements.
Escalation: Service Desk → IT Operations Manager → OTI Service Manager.