Cherwell (ITSM) User Guide



centercenter? YORK UNIVERSITY – UIT Client Services2017Cherwell (ITSM) User GuideThis user guide provides an overview of Cherwell and how to use it. This document is for internal use only. Samira Salhan00? YORK UNIVERSITY – UIT Client Services2017Cherwell (ITSM) User GuideThis user guide provides an overview of Cherwell and how to use it. This document is for internal use only. Samira Salhan5882005828167000Table Contents: TOC \o "1-3" \h \z \u 1.What is Cherwell PAGEREF _Toc477335357 \h 32.Defining ticket types PAGEREF _Toc477335358 \h 42.1 What is an Incident PAGEREF _Toc477335359 \h 42.2 What is a Service Request PAGEREF _Toc477335360 \h 43.Logging in to Cherwell PAGEREF _Toc477335361 \h 44.Dashboard PAGEREF _Toc477335362 \h 54.1 My Work view PAGEREF _Toc477335363 \h 64.2 My Team view PAGEREF _Toc477335364 \h 64.3 My Workgroup view PAGEREF _Toc477335365 \h 65.How to create a ticket PAGEREF _Toc477335366 \h 75.1 Creating an Incident ticket PAGEREF _Toc477335367 \h 75.2 Creating a Service Request ticket PAGEREF _Toc477335368 \h 75.3 Creating a ticket via Email PAGEREF _Toc477335369 \h 85.4 Creating a ticket on Behalf of Someone PAGEREF _Toc477335370 \h 85.5 Creating a Duplicate/Clone a ticket PAGEREF _Toc477335371 \h 86. How to create and process Infrastructure & Child incidents PAGEREF _Toc477335372 \h 96.1 Creating an Infrastructure incident PAGEREF _Toc477335373 \h 96.2 Linking a Child incident PAGEREF _Toc477335374 \h 96.3 Resolving Infrastructure and Child Incidents PAGEREF _Toc477335375 \h 107. How to create and process Parent & Child ticket PAGEREF _Toc477335376 \h 107.1 Creating Parent ticket PAGEREF _Toc477335377 \h 107.2 Creating Child ticket PAGEREF _Toc477335378 \h 107.3Resolving Parent/Child ticket PAGEREF _Toc477335379 \h 118. Creating & Updating Task(s) PAGEREF _Toc477335380 \h 118.1 Create a Task PAGEREF _Toc477335381 \h 118.2 Acknowledge Task PAGEREF _Toc477335382 \h 118.3 Assign Task to an Agent PAGEREF _Toc477335383 \h 118.4 Resolve Task PAGEREF _Toc477335384 \h 118.5 Cancel Task PAGEREF _Toc477335385 \h 129. How to Update PAGEREF _Toc477335386 \h 129.1 Adding a Work Log into the Journals PAGEREF _Toc477335387 \h 129.2 Adding an attachment to a ticket PAGEREF _Toc477335388 \h 129.3 Pending ticket PAGEREF _Toc477335389 \h 139.4 Off Pending PAGEREF _Toc477335390 \h 139.5 Related Tickets PAGEREF _Toc477335391 \h 139.5.1 Add an existing ticket PAGEREF _Toc477335392 \h 139.5.2 Unlink ticket PAGEREF _Toc477335393 \h 1310. How to send an email PAGEREF _Toc477335394 \h 1310.1 Send a follow up email to Customer PAGEREF _Toc477335395 \h 1310.2 Viewing Communication history via Journal PAGEREF _Toc477335396 \h 1311. How to process a ticket PAGEREF _Toc477335397 \h 1411.1 Assign PAGEREF _Toc477335398 \h 1411.2 Assign to Self and Resolve PAGEREF _Toc477335399 \h 1411.3 Acknowledge PAGEREF _Toc477335400 \h 1411.4 Cancel PAGEREF _Toc477335401 \h 1411.5 Resolve PAGEREF _Toc477335402 \h 1411.5.1 Resolve (SPAM) PAGEREF _Toc477335403 \h 1511.6 Resolve with Workaround PAGEREF _Toc477335404 \h 1512. How to route tickets PAGEREF _Toc477335405 \h 1512.1 Assigning ticket to a Team PAGEREF _Toc477335406 \h 1512.2 Assigning ticket to an Agent PAGEREF _Toc477335407 \h 1512.3 Return Ticket to the Team’s Queue PAGEREF _Toc477335408 \h 1512.4 Take Ownership of Ticket PAGEREF _Toc477335409 \h 1613. How to search via Quick Search PAGEREF _Toc477335410 \h 1613.1 Search by a Ticket number PAGEREF _Toc477335411 \h 1613.1.1 Search by a Ticket number (Closed ticket) PAGEREF _Toc477335412 \h 1613.2 Search by a Task number PAGEREF _Toc477335413 \h 1613.3 Search by Full Name PAGEREF _Toc477335414 \h 1613.4 Search by Employee/Student Number PAGEREF _Toc477335415 \h 1714. Arrangement or Tab Area PAGEREF _Toc477335416 \h 1715. Ticket Management Best Practices PAGEREF _Toc477335417 \h 18Making a ticket for every call received: PAGEREF _Toc477335418 \h 18Editing Specifics forms: PAGEREF _Toc477335419 \h 18Reopening Resolved ticket: PAGEREF _Toc477335420 \h 18Cannot find client in people’s record: PAGEREF _Toc477335421 \h 18Dealing with Urgent/Critical ticket(s): PAGEREF _Toc477335422 \h 18Parent and Child Process: PAGEREF _Toc477335423 \h 18Parent and Task Process: PAGEREF _Toc477335424 \h 18Cannot find client in people’s record: PAGEREF _Toc477335425 \h 19Do not reopen a Closed ticket: PAGEREF _Toc477335426 \h 19Do not update a Resolved ticket: PAGEREF _Toc477335427 \h 19Cannot assign ticket directly to an Agent from another team: PAGEREF _Toc477335428 \h 19Email: PAGEREF _Toc477335429 \h 19Never modify people’s record: PAGEREF _Toc477335430 \h 19Do not share login: PAGEREF _Toc477335431 \h 19Do not fill out Specifics form for a customer: PAGEREF _Toc477335432 \h 19What is CherwellCherwell is the new IT Service Management system (for example Incident, Service Request & Change Management) that replaces Remedy. It is a codeless design architecture that is scalable and customizable. It offers out-of-box solutions based on ease of use. Also, it comes with interactive Dashboard, reporting capability, seamless upgrade and Self Service Portal.Defining ticket types2.1 What is an IncidentAn Incident is an unplanned interruption to a Service or a reduction in the quality of an IT Service, such as:A printer is not workingMy computer or keyboard is not workingAirYorkPLUS/eReports/WordPress is down 438086535814000Something that broke or needs a fixing2588260730250024892073025002.2 What is a Service RequestA Service Request is a request for information, advice, change or access to Service such as:A service an individual or department does not have i.e. Request for a new printerRequest for quota increase or password resetConsultation on how to use WordpressRequest for Classroom Demo25165053924300024892047498000428625047498000Request for a new computer or printer installationLogging in to CherwellAccess to Cherwell requires Passport York login credentials and Agent access rights.Open a browser, type the following into the URL bar: the Enter key from your keyboardYou will be redirected to the Cherwell IT Service Management pageOn the Sign-in window – enter your Passport York login credentials and press OK6946903492500Upon logging in, you will be redirected to the Dashboard Dashboard571509188450018999203761105Figure 1. Dashboard Overview00Figure 1. Dashboard OverviewThe dashboard is displayed automatically when you log into Cherwell and is based on the role you have been assigned in the system. Dashboard displays Real-time data about agent open tickets, task, ticket status, aged tickets; team overall tickets, unassigned tickets and resolved tickets all in one view. 21158202962275Figure 2. Dashboard00Figure 2. Dashboard1028707747000Menu bar:Displays actions for performing common Incident Operations i.e. creating new ticket, search, running reports, etc.Toolbar:Displays actions for Theme change, page Refresh, etc.Navigation Pane:Allows users to navigate between predefined dashboards based on user’s role and permissionsQuick Search:Allows system users to run a quick search or specific search on Incidents, Tasks, People record and Change ticketsWidgets:A mechanism that is data driven, configurable and displays data in chart and/or grid on a Dashboard4.1 My Work viewAgent dashboard: It displays tickets and tasks owned by you and your team(s). Here you have a quick view of incident status (new, in progress, pending), tickets and VIP incidents/tasks. 4.2 My Team viewTeam dashboard: It displays tickets and tasks owned by your team(s). Here you have a quick view of incident status (new, unassigned, in progress, pending), aged tickets/tasks (older than two weeks), VIP incidents/tasks, resolved and priority. 4.3 My Workgroup viewManager dashboard: The Manager dashboard allows Managers to easily locate information they need on visual snapshots all on one screen that you can further drilled down as needed. For instance, it displays key metrics data through a predefined query i.e. overall open tickets and tasks, resolved incidents/tasks, high priority tickets, escalations, monthly reports, top items, service category, tickets by department, etc. that are filterable by Incident type, date range and team.How to create a ticketA new ticket is created every time a client submits a request and/or reports an issue. There are several ways of creating a ticket as shown below. The ticket must contain client’s contact information on file and any additional contact information in the alternate contact section, if applicable. Note: Prior to creation, check to see if the client already has an existing ticket for the reported issue or request.5.1 Creating an Incident ticketFrom the Dashboard page - Click New located at the top left hand-side of the screenSelect New Incident from the drop-down listUnder Customer Details & Description section only - Fill out all the required fields with a red border Enter client’s full name/employee number/email address in the Name fieldPress the Tab key from your keyboard*If prompted more than one record selection, please select the correct one from the listSystem will populate client’s information into the formType a short, meaningful description into the Summary fieldType a detailed description of the issue into the Description text boxSelect Incident from the Record Type drop-down listSelect appropriate Urgency & Impact under the Priority drop-down listSelect Symptom Classification 1, 2, 3 and/or 4 under Incident Details tab Under Ownership – Click Take Ownership of Ticket From the prompt window:- Select appropriate Team and press OKClick the Save button from the toolbar at the top left hand-sideNote: As an Agent when you create an Incident ticket by default the status of the ticket is set to In Progress5.2 Creating a Service Request ticketFrom Dashboard page - click New located at the top left hand-side of the screenSelect New Incident from the drop-down listUnder Customer Details & Description section only - Fill out all the required fields with a red border Enter your name in the Name field and hit the Tab key from your keyboard. If prompted more than one record selection, please select the correct one from the listSystem will populate your information into the formType a short meaningful description into the Summary fieldType a detailed description of your request into the Description text boxSelect Service Request from Record Type drop-down list Under Service Request Details tab - Type the requested service name into the Search field and press the Tab key from your keyboardSelect appropriate action under Operation Actions drop-down listUnder Ownership – Click Take Ownership of Ticket From the prompt window:- Select appropriate Team and press OKClick the Save button from the toolbar at the top left hand-sideNote: As an Agent when you create a Service Request ticket by default the status of the ticket is set to Active5.3 Creating a ticket via EmailLog in to your email accountCompose an email by entering a short meaningful description in to the Subject line and a detailed description in the Body of the email.In to the To field enter askit@yorku.caPress the Send buttonSystem will generate a ticket with notification email containing the ticket number5.4 Creating a ticket on Behalf of SomeoneThe Create On Behalf of someone allows customers to submit an Incident/Service Request on behalf of another user. For instance, Biology Admin staff calls on behalf of professor J Smith who needs classroom assistance or computer set up.From Dashboard page - click New located at the top left hand-side of the screenSelect New Incident from the drop down listUnder Customer Details & Description section only - Fill out all the required fields with a red border Enter your name in the Name field and hit the Tab key from your keyboard.If prompted more than one record selection, please select the correct one from the listIn the Initiator field, select Is NOT the Customer from the drop-down System will open a Customer Details tab below the Incident Form. Remove your name from the Customer field and enter the person’s name in the Customer field and hit the Tab key from your keyboard. If prompted more than one record selection, please select the correct one from the listType a short meaningful description into the Summary fieldType a detailed description into the Description text boxSelect Incident or Service Request from Record Type drop-down menu Select appropriate Urgency & Impact under Priority drop-down menuSelect Symptom Classification 1, 2, 3 and/or 4 under Incident Details tab Under Ownership – Click Take Ownership of Ticket From the prompt window:- Select appropriate Team and press OKClick the Save button located at the top left hand-side of the screen5.5 Creating a Duplicate/Clone a ticketFrom Dashboard page – go to My Work located on the left-hand sideOpen the desired existing ticket that you want to clone under Incident and Requests Owned by Team located top right-hand sideClick Replicate Record at the mid left hand-side under Record Actions areaFill in the Summary lineNote: If the cloned ticket is a Service Request ticket – Select an Operation Actions under Service Request Details tab. Otherwise, just fill out Summary Under Ownership – Click Take Ownership of Ticket From the prompt window:- Select appropriate Team and press OKClick the Save button located at the top left hand-side of the screen6. How to create and process Infrastructure & Child incidentsInfrastructure incidents are created when a global issue is reported, for example Campus Network is down or Mail Server is down. Create an infrastructure ticket (parent) and relate existing incident(s). Once the child incident(s) is linked to the parent ticket, the child ticket is locked. As a result, when the Infrastructure incident (parent) is resolved, it automatically resolves all linked child incident(s) as well. 6.1 Creating an Infrastructure incidentFrom the Dashboard page - click New located at the top left hand-side of the screenSelect New Incident from the drop-down listUnder Customer Details & Description section only - Fill out all the required fields with a red border Enter your name in the Name field and hit the Tab key from your keyboard. If prompted more than one record selection, please select the correct one from the listEnter a short meaningful description into the Summary fieldEnter a more detailed description into the Description fieldSelect Infrastructure from Record Type drop-down menu Select appropriate Urgency & Impact under Priority drop-down menuSelect correct impact from Impact drop-down list under Infrastructure Details tabEnter a meaningful details into the Details boxSelect Date and Time from Actual Start drop-down. This is to capture when the issue started or was reported Under Ownership – Click Take Ownership of Ticket From the prompt window:- Select a Team and press OKClick the Save button from the toolbar6.2 Linking a Child incidentClick Child Incidents tab at the far right hand-side under the Tab areaClick the Paper Clip icon with the green + located on the left-hand side within the Child Incidents tabThe system will prompt a Search window with list of ticketsEnter a phrase in the Search box or select linked incident ticket from the listRepeat step 2 to 4 for adding related Child IncidentsClick the Save located at the top left hand-side of the screenOnce the linking process is completed, the Child Incident is managed by the Parent ticket6.3 Resolving Infrastructure and Child IncidentsFill out Resolution Details Enter meaningful resolution details into the Resolution text box and select appropriate service category associated with the reported issueClick Resolve (Pending Confirmation) at the far left hand-side under Process ActionsClick Close at the far left hand-side under Process Actions, this will resolve the Infrastructure ticketClick Update & Resolve Child Records, now that the Parent ticket is resolved, the system will automatically resolve linked Child Incidents with parent resolution details7. How to create and process Parent & Child ticketParent and Child tickets are created when cross functional collaboration is required. For instance, a request comes in for a new hire person that requires a computer set up, email set up, network access, and etc. and such request would involve different teams. First a Parent ticket is created, then a linked child ticket(s) is created and assigned to appropriate team(s). Once all child ticket(s) are resolved, the parent ticket is resolved. The system can automatically resolve the parent ticket, if the required fields of the parent ticket under Resolutions Details are filled.7.1 Creating Parent ticketFrom the Dashboard page - click New located at the top left hand-side of the screenSelect New Incident from the drop-down listUnder Customer Details & Description section only - Fill out all the required fields with a red border Enter your name in the Name field and hit the Tab key from your keyboard. If prompted more than one record selection, please select the correct one from the listEnter a short meaningful description into the Summary fieldEnter a more detailed information into the Description fieldSelect Incident or Service Request from Record Type drop-down menu Select appropriate Urgency & Impact under Priority drop-down menuSelect Service/Symptom Classification 1, 2, 3 and/or 4 under Incident/ Service Request Details tab Under Ownership – Click Take Ownership of Ticket From the prompt window:Select a Team and press OKClick the Save button from the toolbar7.2 Creating Child ticketClick Create Child Ticket at the far left hand-side under Record ActionsSystem will generate a new ticket (Child) that contain all information from Parent ticket with the exception of Summary & ClassificationType a short meaningful description into the Summary fieldSelect appropriate Urgency & Impact under Priority drop-down menuSelect Service/Symptom Classification 1, 2, 3 and/or 4 under Incident/Service Request Details tab Click Assign to Team under Process ActionsSelect the appropriate Group and press OKSelect the appropriate Team and press OKIn Ownership – Place a check mark on Override box located next to Ownership (right side)Click the Save button located at the top left hand-side of the screenResolving Parent/Child ticketAll related Task(s) and/or Child ticket(s) must be resolved prior resolving the Parent ticket.Fill out Resolution Details and service/symptom classification (if not filled) Enter a meaningful resolution detail in to the Resolution text box and select appropriate service category associated to the reported issueClick Resolve at the far left hand-side under Process Actions 8. Creating & Updating Task(s)Create a Task when a work needs to be done within team units in order to complete the request or issue. 8.1 Create a TaskFrom the Dashboard - Click My Work located on the left-hand side Open a desired existing ticket under Incident and Requests Owned by Me located top right-hand sideClick Task from the tab, this will open the Task tabClick New Task at the far left hand-side and double click on the newly created TaskAdd a meaningful comment in to the Instruction box and select a date from the Calendar fieldSelect a Group from Team Group drop-down listSelect a Team from Assigned Team drop-down listRepeat step 4 to 7 in order to create additional tasks, if requiredClick Save at the top left hand-side of the screen8.2 Acknowledge TaskFrom My Team dashboard - click any unassigned Task under Open Tasks Owned by My Team located at the top right-hand side. This will open the TaskClick Acknowledge at the far left hand-side under Task Process Actions. This will automatically assign Task to you8.3 Assign Task to an AgentFrom My Team dashboard - click any unassigned Task under Open Tasks Owned by My Team located at the top right-hand side. This will open the TaskSelect an Agent under Assignee drop-down listClick Save at the top left hand-side of the screen8.4 Resolve TaskFrom My Work dashboard - Open desired Task under Open Tasks Owned by Me Enter a meaningful work log into the Completion NtsClick Completed at the far left hand-side under Task - Process Actions area. This will resolve the Task8.5 Cancel TaskFrom My Work dashboard - Open desired Task under Open Tasks Owned by Me Click on Cancelled at the far left hand-side under Task - Process Actions area.Enter a reason for cancelling under Enter reason for cancellation box and press OKSystem will cancel Task and the Task form (fields and actions triggers) will be disabled 9. How to UpdateTicket update occurs when additional work log needs to be added into the ticket either by the Agent handling the ticket or by the Customer.9.1 Adding a Work Log into the Journals9.1.1 Option 1: Journal tabFrom Tab area - Click Journals Under Journal - Click New Journal – Note from the left and double click on the newly created journal Add a comment into the Details text boxPlace a check mark on Visible in Customer Portal [Customer will be able to see your comment ]Click the Save button located at the top left hand-side of the screen 9.1.2 Option 2: Add Journal (One Step action)Under Record Actions located at the mid left hand-side, click Add Journal. System will display a Note Detail text boxEnter a meaningful work log or commentSelect False option and press the OK buttonNote: If you select False (Customer will not be able to see your comment via Portal)If you select True (Customer will be able to see your comment via Portal)9.2 Adding an attachment to a ticket201676011176000Click on the paper clip icon located at the mid area of the toolbar 382778015557500Select Attach a file from drop-down listSystem will prompt you an import file window, click to add an attachment. You can leave the description field empty or add a description. Note: You can only add one attachment at a time. Click Save located at the top left hand-side of the screen 9.3 Pending ticketClick Pending at the far left hand-side under Process Actions System will prompt you to select Pending Reason. Once the appropriate reason is selected, ticket status changes to Pending with status reason showing under9.4 Off PendingClick Off Pending at the far left hand-side under Process Actions System will change the ticket status to In Progress. Now you can resolve the ticket9.5 Related Tickets9.5.1 Add an existing ticketClick Related Tickets at the mid-section under the Tab area Click the Paper Clip with the green + located on the left-hand side within the Related Tickets tab. The system will prompt a Search window with list of ticketsEnter a ticket number in the Search box or select a ticket from the list Click Save located at the top left hand-side of the screen9.5.2 Unlink ticket Under Related Tickets tabClick the Paper Clip icon with the red x on it (second icon on the left)System will prompt you to unlink selected record, click OK in order to complete the unlink processClick the Save button located at the top left hand-side of the screen to apply the change10. How to send an email10.1 Send a follow up email to CustomerClick the Email Initiator at the far left hand-side under Record Actions System will open a compose windowSystem will automatically populate customer’s contact email in to the TO and CC fieldEnter meaningful details in to the email bodyClick the Send button10.2 Viewing Communication history via JournalClick Journals from the tab section areaYou will see all Journals entries:Journal – Mail History:Incoming/Outgoing email history (i.e. Client’s email response, ticket notifications, etc.)Journal – Note: Entry logged by Agent (i.e. work log or comment)Journal – History: Action entry logged by the system (i.e. Task assignment, Team/Agent assignment change, Process Actions change)Journal – Customer Request:Entry logged by Customer via Portal (i.e. comment added by customer through the Portal)11. How to process a ticketTicket progress through the defined business workflow as shown below:11.1 AssignAssign action allows Agent to assign ticket to another team and changes the ticket status to assigned. Click Assign at the top far left hand-side under Process Actions System will prompt you to select- a Group > a Team to assign the ticket toSelect your Group and press OKSelect a Team and press OKTicket is assigned to the appropriate team and status is set to Assigned11.2 Assign to Self and ResolveSelf-Assign and Resolve action allows Agent to auto self-assign and resolve ticket in one process. Click Assign to Self and Resolve at the far left hand-side under Process Actions System will prompt you to fill out the Resolution Details located in the tab, if not filled already. If Resolution Details is filled, skip step 3 & 4Enter meaningful resolution details into the Details box and select appropriate service category associated to the reported issue (if applicable)Again click Assign to Self and Resolve at the far left hand-side under Process Actions to resolve the ticket11.3 AcknowledgeAcknowledge action allows the Agent to self-assign a ticket and change the ticket status to In Progress. Click Acknowledge at the far left hand-side under Process ActionsSystem will auto assign ticket to you and set ticket status to In Progress11.4 CancelCancel action allows Agent to cancel a new ticket. Note: If the ticket has linked child ticket or time was spent on the ticket, please use resolve process instead of cancelling. Click Cancel at the far top-left hand-side under Process Actions areaSystem will prompt you to enter a reason for cancelling the ticketEnter complete, meaningful details into the Provide Details text box and press OKSystem will cancel the ticket. Once the ticket is cancelled, it cannot be reopened11.5 ResolveResolve action allows Agent to resolve the ticket when all work for the ticket is completed. When resolving a ticket all required fields must be filled and the ticket must be assigned to Agent resolving the ticket. Fill out the Resolution Details and service/symptom classification (if not filled) Enter a meaningful resolution details in to the Details text box Click Resolve at the far left hand-side under Process ActionsSystem will prompt you to select a Cause Code. Once the appropriate reason is selected, ticket status changes to Resolved11.5.1 Resolve (SPAM)Fill out the Resolution Details and service/symptom classification (if not filled) Click Resolve at the far left hand-side under Process ActionsSystem will prompt you to select a Cause CodeSelect SPAM from the list and press OK button11.6 Resolve with WorkaroundResolve with Workaround action allows Agent to resolve incident tickets when temporary fix is provided to client.Click Resolve With Workaround at the far left hand-side under Process Actions System will prompt you an alert to complete the Workaround Details requirement prior resolving ticketClick Workaround Details tab - Enter a meaningful detail into the Workaround text box and fill out the required fields under Workaround Details tabFill out the required fields under Resolution Details section (if not filled)Again click Resolve With Work Around at the far left hand-side under Process Actions System will resolve the ticket12. How to route ticketsRouting tickets is the ownership process that allows Agents to take ownership of ticket, assign ticket to Team, Agent or ticket back to the team’s queue.12.1 Assigning ticket to a TeamUnder Ownership – click Assign Ticket to a TeamSystem will prompt you to select- a Group > a Team to assign the ticket toSelect a Group and press OKSelect a Team and press OKTicket is assigned to the selected TeamClick the Save button located at the top left hand-side of the screen 12.2 Assigning ticket to an AgentUnder Ownership – click Assign Ticket to an AgentSystem will prompt you to select an AgentSelect an Agent from the list and press OKTicket is assigned to the selected AgentClick the Save button located at the top left hand-side of the screen 12.3 Return Ticket to the Team’s QueueUnder Ownership – click Return Ticket to the Team’s QueueSystem will return ticket back to the Team’s queueClick the Save button located at the top left hand-side of the screen 12.4 Take Ownership of TicketUnder Ownership – click Take Ownership of TicketSystem will prompt you to select - a TeamSelect a Team and press OKSystem will automatically assign ticket to youClick the Save button located at the top left hand-side of the screen 13. How to search via Quick SearchA Quick Search is a simple search that quickly finds all records containing a specific word or phrase or allows you to look up a simplified/predefined search such as a ticket or task number. Note: By default the search does a look up for only tickets that in Open State including Cancelled. If your look up includes closed tickets, click on the Options (Wrench icon) button and uncheck the Open Incidents only selection, close the window and click on Go to run the search. 13.1 Search by a Ticket numberClick the magnifying icon beside the Quick Search box located on the far upper right-hand side of the menu bar in order to initiate the searchSelect Incident from the drop down listIn the search box, type in the ticket number and click the Go buttonSearch will return the desired ticket13.1.1 Search by a Ticket number (Closed ticket)Click the magnifying icon beside the Quick Search box located on the far upper right-hand side of the menu bar in order to initiate the searchSelect Incident from the drop down listIn the search box, type in the ticket numberClick on the Options (Wrench icon) buttonUncheck the Open Incidents onlyClick on Close and click the Go buttonSearch will return the desired ticket13.2 Search by a Task numberClick the magnifying icon beside the Quick Search box located on the far right-hand side of the menu bar in order to initiate the searchSelect Task from the drop down listIn the search box, type in the task number and click the Go buttonSearch will return the desired task13.3 Search by Full NameClick the magnifying icon beside the Quick Search box located on the top far right-hand side of the Menu bar in order to initiate the searchSelect Incident from the drop down listIn the Quick Search box, type in client’s full name and click the Go buttonSearch will return any record containing customer’s name*If customer has a common name, search results will not be unique as it will return records containing same name. If you want to get a unique result, enclose the name within double quotes (i.e. add double quotes “ ” before and after the full name), then the returned search results will be unique.The default view of the returned search result is displayed on List/Grid view To change the view from List to Grid view:Click the button located at the far left under the Menu barClick the Show results list To change the view from Grid to List view:Click the Show results grid button located at the top-middle area of the toolbar13.4 Search by Employee/Student NumberClick the magnifying icon beside the Quick Search box located on the top right-hand side of the Menu bar in order to initiate the searchSelect Incident from the drop down list In the search box, type in client’s employee/Student number and click on the Go buttonSearch will return all tickets submitted by customer14. Arrangement or Tab AreaForm Arrangement or Tab Area is a tabbed collection of child forms and records that can be dynamically displayed on a ticket. The tabbed collections of child forms contain related information such as Audit log, Specifics forms, Journals, Task, Classification, Similar Incident, etc. 24242231865438Figure 3. Tab Area00Figure 3. Tab Area010350500AuditDisplays audit logs on created date, created by, resolved by, resolved by team, last modified, closed date, etc.Customer DetailsDisplays customer information i.e. name, email, phone, etc.Child IncidentsDisplays infrastructure child incident recordChild TicketsDisplays child ticket recordIncident DetailsDisplays Incident ClassificationInfrastructure DetailsDisplays Infrastructure detail formJournalsDisplays work log of ticket lifecycle i.e. email, comments, ticket status or assignment change, etc.Parent ticketDisplay parent ticket recordRequestor’s Open ticketsDisplays customer’s open ticketsService Request DetailsDisplays Service Request categorizationSimilar IncidentsDisplays list of incidents grouped by similar symptom 1 & 2 classifications as reported by customers. SpecificsDisplays embedded forms into the Service Request ticket i.e. Onboarding, TAM request, IP Request, Shared Drive Access form, etc.15. Ticket Management Best PracticesMaking a ticket for every call received:Any new request or issue reported by phone requires a new incident. Prior to creating the ticket, make sure there is no duplicate ticket of same request/issue by client.Editing Specifics forms:Agents can edit specific forms, but should advise customer to go the Portal and submit it thereReopening Resolved ticket:Agents can reopen resolved ticket.Cannot find client in people’s record:If client cannot be found in the people record, use the generic nis@yorku.ca account in order to generate a ticket.Dealing with Urgent/Critical ticket(s):If an issue comes as urgent/critical, assign ticket to the correct team and follow your unit’s internal process to escalate the issue.Parent and Child Process:Use it when another team (i.e. eSo<>Telecom or SD<>CTS) assistance is required in completing client’s issue/request (i.e. Onboarding, Lotus Notes account request & Install, etc.).Parent and Task Process:Use it when within team units assistance is required in completing client’s request/issue (i.e. CTS<>CTS-I)Cannot find client in people’s record:Use it when a Global issue is reported (i.e. AirYorkPLUS is down)Do not reopen a Closed ticket:Agents cannot reopen a closed ticket. The system allows the Agent to clone the ticket or open a new ticket.Do not update a Resolved ticket:Do not update Resolved ticket(s) without opening the ticket. The right process is to re-open the ticket, update the ticket and resolveCannot assign ticket directly to an Agent from another team:Do not assign tickets directly to an Agent from another team. If the Agent is part of your team, then you can assign the ticket directly to the Agent. When assigning to other teams, assign to the team only. Email:Do not use the email feature located on the Tool bar if you do not have an open ticketNever modify people’s record:Please do not modify people’s recordDo not share login:Never share your login.Do not fill out Specifics form for a customer:Please direct customer(s) to the Self Service Portal in order to submit orders via the Service Catalog. ................
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