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									<td style="width: 17.8607%; vertical-align: middle; text-align: center;" rowspan="2"><img data-id="1031716887" class="fr-fic fr-dii" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMTgyNTk5OCwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.ykODyS5O5at6QWDVbNGtIhsaVoMD_Poo4Idgw_qdbDw" style="width: 100px;" alt="Swinerton logo"></td>

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								<h1><abbr title="Business Technology">BTech</abbr></h1>
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							<td style="vertical-align: middle; width: 82.0398%;"><a href="https://swinerton.sharepoint.com/:u:/r/sites/swinnet_btech/SitePages/BTech-Alerts.aspx" target="_blank" rel="noopener noreferrer">BTech Alerts & Notifications</a> - Check this page for the latest information on emergencies and system outages. All times are Pacific.</td>
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								<p>
									

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							<td style="width: 17.8607%; text-align: center; vertical-align: middle;">Information</td>
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				<h1>Overview</h1>

				<ul>
					<li>An overview of what these steps will accomplish.</li>
					<li>Information on when to perform these steps.</li>
					<li>Used to document various processes the helpdesk uses.</li>
					<li>Escalation Process(es) Ticket Status Process(es) Notification Process(es).</li>
				</ul>

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							<td style="text-align: center; vertical-align: middle;"><img alt="error message" data-id="1032399232" class="fr-fil fr-dib" style="width: auto;" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMjM5OTIzMiwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.qRAbJwUvn35uxPDLIx-AMwEZpOm7nCxM-YkBHx2lSCQ"></td>
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								<ul>
									<li>Screenshot of the error message with optional text.</li>
								</ul>
							</td>
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				</p>

				<p>
					

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				<h1>Shift-Left Support Documentation</h1>

				<ul>
					<li>Customer Facing Support Documentation: (Add if applicable, Article Title and Article Number)</li>
					<li>Helpdesk Support Documentation: (Add if applicable, Article Title and Article Number)</li>
				</ul>

				<p>
					

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				<p>
					

				</p>

				<h1>Steps to Perform</h1>

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				<p><img alt="orange flashing alert" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMjM5OTUwNiwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.7iqrguYPhBbXyNkarCbqcjUBEbcFhvRtVLHw8n7x3mw" style="width: auto;" class="fr-fil fr-dib" data-id="1032399506">(If applicable) Customer Facing Documentation is available!</p>

				<ul>
					<li>(Link to the Customer Facing Documentation, include article title and article number)</li>
				</ul>

				<p>
					

				</p>

				<ol>
					<li>Troubleshooting steps to validate/identify the error/issue.
						

						

					</li>
					<li>Troubleshooting steps to resolve the error/issue.

						<ul>
							<li>Include screenshots as needed.</li>
							<li>Highlight the important aspect of the screenshot as applicable.
								

								

							</li>
						</ul>
					</li>
					<li>Information what to do if the troubleshooting did not resolve the issue.

						<ul>
							<li>Next step action(s)

								<ul style="list-style-type: circle;">
									<li>Escalation Contact(s)</li>
									<li>Individual Contributor(s)</li>
									<li>Support Team(s) Escalation steps</li>
									<li>Open Ticket steps</li>
								</ul>
							</li>
						</ul>
					</li>
				</ol>

				<p>
					

				</p>

				<h1>Ticket Logging Guide</h1>

				<ul>
					<li><strong>Subject:
</strong>

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							<tbody>
								<tr>
									<td>Provide an example Subject to use or reference</td>
								</tr>
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					</li>
					<li style="font-weight: bold;"><strong>Description:</strong>

						<ul style="list-style-type: circle; font-weight: initial;">
							<li>Highlight important details to include for faster resolution.</li>
							<li>Provide examples of information to include.
								

								

							</li>
						</ul>
					</li>
					<li><img alt="paperclip icon" src="https://attachment.freshservice.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTAzMjM5OTI3NSwiZG9tYWluIjoic3dpbmVydG9uLmZyZXNoc2VydmljZS5jb20iLCJ0eXBlIjoxfQ.u_EdVzzGOGooWrdT0k4dtgTih9Agh_UuKrmd6v7WAuc" style="width: auto;" class="fr-fil fr-dib" data-id="1032399275"><strong>Attach a file:</strong>include if a picture or screenshot is needed or will aid with the resolution.

						<ul style="list-style-type: circle;">
							<li>Provide the customer with a reference reminder of what to include in the attachment (picture, screenshot, file, etc).</li>
						</ul>
					</li>
					<li><strong>Priority:</strong>(Suggest a Priority)</li>
					<li><strong>Issue:</strong>(Provide info to guide the agent)

						<ul>
							<li><strong>Category:</strong>(Provide info to guide the agent)

								<ul>
									<li><strong>Specifics:</strong> (Provide info to guide the agent)</li>
								</ul>
							</li>
						</ul>
					</li>
				</ul>