School of Ministry sealGOD'S ANOINTED
MINISTRIES, INC.SCHOOL OF MINISTRY

BUILD v4.6 · SUPPORT OPERATIONS

Digital Campus Support Desk

A controlled intake and resolution workflow for access problems, account issues, portal errors, document-access problems, and other operational support cases.

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CASE CATEGORIES

Route the Issue to the Right Control Path

Sign-In / Access

Authentication, account recovery, role mismatch, or denied-access issues.

Applicant / Student Portal

Portal availability, status display, enrollment, classroom, or record-view issues.

Faculty / Staff Access

Assigned role, roster, gradebook, registrar, finance, or administrative function issues.

Documents

Protected document visibility, release, signed-link, or file-access issues.

Data / Record Correction

Potential record error requiring routing to the authoritative office rather than informal support editing.

Security / Privacy

Suspected unauthorized access, exposed information, account compromise, or other security concern.

SEVERITY MODEL

Support Priority

P1

Critical

Security incident, widespread outage, unauthorized data exposure, or material data-integrity risk. Escalate immediately.

P2

High

Authorized user cannot perform a time-sensitive institutional function or multiple users are materially affected.

P3

Normal

Individual operational issue with a reasonable workaround or no immediate institutional deadline.

P4

Low

General question, cosmetic issue, documentation request, or non-urgent enhancement.

CASE LIFECYCLE

Open → Triage → Assign → Resolve → Verify → Close

OpenTriageAssignInvestigateResolveVerifyClose
Support does not override authoritative records.

Academic grades, registrar records, admissions decisions, financial entries, and protected documents must be corrected through their authorized office workflows. A support case can route and document the issue; it should not bypass those controls.

SECURITY RULE

Never Put Secrets in a Support Ticket

Do not submit passwords, authentication tokens, private keys, payment-card data, bank credentials, government identification numbers, or other highly sensitive secrets in support-case descriptions or attachments.