Diebold: (877) 878-4894
See attached for list of ATM Terminal Numbers and Locations
Call Diebold and request service and description of problem for the reported ATM
Get ticket Ref # and request a status email be sent to helpdesk@northislandcu.com
Create IslandTicket (if it has not been created). Subject should be like: Location ATM # (i.e. South Bay ATM #480229)
Description of of issue
User: will be the person that called it in
CREATE TICKET
REPLY to TICKET
cc: all supervisors in that branch (go to the Outlook addressbook for list of names), Therese Caballes, Lisa Healey Bret Johnson and Mark Firestone
Type in let user know that Diebold has been called and give them the trouble ticket ref#
Put the ticket into Pending 3rd Party Response
Status Emails from Diebold
Diebold should send emails with that ticket status. When they come into the Helpdesk, copy from the top down to the end of the Call Text
REPLY to the ticket and paste the copied information and SEND
This should be done with each email from Diebold until the ATM is up and they send a Completed Ticket (usually on a total of 2 - 1 for Time of Arrival and 1 for Completed)
Move the email from the Helpdesk Inbox to Completed
When Diebold sends the Completion email, copy from the top to the end of Call Text
REPLY to the ticket and paste the copied information
Change the Ticket Status to CLOSED
Forward the Completed email to the branch supervisor group (I just type in "If someone would like to complete the Diebold Survey")
Move the email from the Helpdesk Inbox to Completed
Omar Ortiz
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