Infra Engineers should work from their assigned queue, read the request context, communicate clearly and keep the status truthful. The ticket timeline becomes the shared record for the employee, lead and future support work.
- Review contextRead the request, requester location, category, linked asset, priority and SLA time before changing anything.
- Acknowledge and investigateUse comments for questions, updates and useful troubleshooting notes.
- Use the right statusMove to In Progress when work begins; use a waiting status only when action is genuinely needed from a user, vendor or approver.
- Resolve with a clear outcomeRecord what was changed or advised, then resolve. Close only after your process is complete.