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New Ticket 1st level prioritisation, New Ticket 2nd Prioritisation, This…

- - - - Yes
        
        Zendesk Priority = URGENT aka P1
        
        there is no work around
      - No
        
        Assess next priority
        
        Is this an issue that renders service or a component inoperable for multiple users. A workaround is available and can be maintained for a short period of time?
        
        Yes
        
        Zendesk Priority - HIGH aka P2
        
        Assumes there is a workaround
        
        No
        
        Asses next priority
        
        Is this an issue that results in inability to perform a business process by one or more users, but critical business processes are not affected and/or workaround can be implemented that will enable the business process to continue.
        
        2 more items...
- - - - Yes
        
        What is the latest time this issue must be resolved? (if not known)
        
        Add a tag PS_urgent on the Zendesk ticket and ask a PS team member to look into this ticket urgently.
        
        Ps Team member assignee to investigate and work with the other PS team members for support (as required )to ensure ticket is resolved before the deadline.
        
        Acknowledge to the requester that the ticket has been assigned and next update will be provided by the assignee
        
        If its not known, seek clarity on which business process this is impacting including relevant UI screenshots and navigation paths.
        
        Banking related
        
        Trade related
        
        Pre-trade
        
        Trade execution
        
        Placing orders
        
        Trade clearing
        
        DATES
        
        Value Date
        
        Settlement Date
        
        Trade Date / Market Date
        
        STEPS
        
        CAPTURE
        
        Enrichment
        
        Validation
        
        Confirmation
        
        reporting
        
        settlement instruction
        
        Trade settlement
        
        Types
        
        Delivery v Payment
        
        Free of Payment
        
        Ongoing Position & Risk Management
        
        Managing corporate actions
        
        Managing counterparty credit risk
        
        Trade reconciliation
        
        Measuring profit and loss (P&L)
        
        Measuring risk and sensitivity
        
        Preparing internal and external reports
        
        Reporting related
        
        Others
        
        If its not known, seek clarity on when was the last time this process had an issue.
        
        If not known, seek Clarity on any error messages that were presented on the screen or notifications sent via emails in relation to this issue.
        
        If not known, seek clarity on an previous tickets that was raised that resolved the same issue in the past.
        
        If not known, seek clarity on how often this issue occurs (if ones that are reoccurring)
      - No
        
        Follow P3 / Normal SLA