Title
Team Applicable
Target Audience
Ticket Type applicable
Created
Updated
Repository Available
Status
Approvers
Implementation Date
DXC Store Support 3-strike Process
DXC Store Support
DXC Store Support
DXC OISS Service Desk
DXC OISS Service Management Team
DXC OISS Account Team
JFC BTS4
JFC user/store
Incident Task ticket assigned to DXC Store Support
Job Order ticket
POS Printer ticket
July 14, 2021
N/A
For upload to iServe Knowledge Base and/or OISS Sharepoint
For final checking of approvers
1. Dash Maningas (DXC Store Support)
2. Ailynne Ramos (DXC OISS ARL)
3. Arbie Sta. Ana (DXC OISS Service Management)
July 19, 2021
3-Strike Guidelines
1. The 3-strike process is initiated when the DXC Store Support team is awaiting response
from a user or store.
2. The ticket will be tagged as 1st strike when there is no user/store response after 24
hours (but not longer than 48 hours) from the last DXC Store Support’s request for
response from the user/store.
3. The ticket will be tagged as 2nd strike when there is no user/store response after 24
hours (but not longer than 48 hours) from 1st strike.
4. The ticket will be tagged as 3rd strike when there is no user/store response after 24
hours (but not longer than 48 hours) from 2nd strike. The ticket will now be closed.
5. Exceptions in the 3-strike rule, if there are any, is/are outlined under Scenario 1 and
Scenario 2 below.
Scenario 1: Store is able to access/view the rate card.
Timeline
Day 01, 11 AM
Day 02, 11 AM
Day 03, 10 AM
Day 04, 10 AM
Day 05, 9 AM
Day 06, 9 AM
10 AM
Day 07, 9 AM
11 AM
Day 08, 9 AM
Timeline Scenario
DXC Store Support requested
quotation approval from the affected
store.
No store response after 24 hours.
Ticket is tagged as 1st strike.
Store responded that they are still
waiting for approval.
No store response after 24 hours.
Ticket is tagged as 1st strike.
Store responded that they are still
waiting for approval.
No store response after 24 hours.
Ticket is tagged as 1st strike.
Store responded that they are still
waiting for approval.
More than 24 hours has elapsed.
Ticket is tagged as 2nd strike.
Store responded that they are still
waiting for approval.
More than 24 hours has elapsed.
Ticket is tagged as 3rd strike. Ticket
will now be closed.
Remarks
1st refresh of 3-strike rule
2nd refresh of 3-strike rule
3-strike refresh no longer
applicable
3-strike is no longer discontinued.
Ticket will be tagged as 3rd strike
after 24 hours from the onset of
the 2nd strike.
Scenario 2: Store is unable to access/view the rate card.
Timeline
Day 01, 11 AM
Day 02, 11 AM
Day 03, 10 AM
Day 04, 11 AM
Day 05, 11 AM
Day 06, 10 AM
Day 07, 10 AM
Day 08, 9 AM
Day 09, 9 AM
10AM
Day 10, 9 AM
11 AM
Day 11, 10AM
Scenario
DXC Store Support requested
quotation approval from the affected
store.
No store response after 24 hours.
Ticket is tagged as 1st strike.
Store responded that they are unable
to access/view the rate card. DXC
Store Support
BTS4 task ticket state is set to Closed
Complete.
No store response after 24 hours.
Ticket is tagged as 1st strike.
Store responded that they are still
waiting for approval.
No store response after 24 hours.
Ticket is tagged as 1st strike.
Store responded that they are still
waiting for approval.
No store response after 24 hours.
Ticket is tagged as 1st strike.
Store responded that they are still
waiting for approval.
More than 24 hours has elapsed.
Ticket is tagged as 2nd strike.
Store responded that they are still
waiting for approval.
More than 24 hours has elapsed.
Ticket is tagged as 3rd strike. Ticket
will now be closed.
Remarks
DXC Store Support to request OISS
Service Desk to raise a Task ticket
to JFC BTS4 to send parts rate card
to the affected store.
1st refresh of 3-strike rule
2nd refresh of 3-strike rule
3-strike refresh no longer
applicable
3-strike is no longer discontinued.
Ticket will be tagged as 3rd strike
after 24 hours from the onset of
the 2nd strike.