UO Service Portal Technician Code of Conduct

Overview

Before being granted access to the UO Service Portal each technician must review and agree to our Code of Conduct.

Code of Conduct

UO Service Portal System Behavior

• Do not take tickets from another group unless you have made prior arrangements with that group. Instead, the primary responsible group should reassign the ticket.
• When tickets are assigned to another group, you may add private comments, but refrain from editing the ticket or taking other action.
• By default, comments added to tickets are public. All public comments should be focused on customer service. All comments, public and private, should also maintain a professional tone.
• Never merge tickets unless they are from the same customer on the same issue in the same time frame. It is important to retain such individual tickets, as they will provide data on service requests and incidents.
• Respect your customer’s and co-worker’s privacy and confidentiality, and always treat them as you would like to be treated.
• Data not acceptable for this system: PCI- and HIPAA-protected data, and other private/secure data deemed too sensitive for shared systems by your department.

Data Confidentiality Code of Responsibility (derived from UO Registrar’s FERPA code)

The following applies to FERPA data, as defined by the Office of the Registrar’s Student Records Privacy Policy

• You may not reveal the content of any record or report to anyone, except in the conduct of their work assignments
• You may not make or allow any unauthorized use of information
• You may not knowingly include false, inaccurate, or misleading data in any record
• You may not knowingly expunge a data record, report or file
• You may not share individual passwords with any other person
• You may not seek personal benefit, or allow other to benefit personally from the knowledge of any confidential information acquired through work assignments
• You will not aid, abet, or act in conspiracy with another to violate any part of this code. 
• If you have knowledge of a violation of this code, it must be reported to either your supervisor or the UO Service Portal administrators immediately.