Main > SCA Proc > General Instructions > FP Instructions for Phone > How to Take Tickets

How to Take Tickets

  1. If you have been on your homepage for more than a few seconds, click REFRESH, then immediately follow the instructions below- if you forget this step you may take a ticket someone else is ALREADY working on! VERY IMPORTANT!
  2. Select the ticket at the top - as long as it is within the time frame to call (i.e. watch time zone, subject line)
  3. You will work from the highest priority (Urgent) down to the lowest priority
  4. Hover your mouse under the assignee on the top ticket
  5. Slide your mouse across the screen on that same line to the box on the far right side
  6. Check that box – ONLY SELECT ONE TICKET AT A TIME
  7. Slide your mouse up that column to the drop down menu labeled “Report”
  8. Select “Taking” from the drop down menu
  9. Click on the green ‘Go’ arrow to the right of the drop down menu
  10. Click Go at the bottom of the next page
  11. The system will return you to the page on which you began (either the Advisor Queue OR your personal homepage)
  12. Before beginning work on a ticket – verify that you are the only assignee – if not, IM any other assignee immediately