In response to feedback from many of you as well as advice from our TD consultant, I am making a few changes to the way we use TeamDynamix.
The biggest change is that we are going to assign tickets to an individual technician who will have the responsibility to see them through to resolution. There are some potential pitfalls with this method, but there are advantages, too.
Please read below and let me know if you have questions. I am in the process of updating the ISCS Service Desk Process Guide in ITKnows to reflect these changes. We will also be scheduling another round of TD training, probably in January.
TD workflow changes for Call Center/Field (** See note below regarding Walkup/Bench):
- A queue triage role will be established. This person will categorize, prioritize and assign tickets to technicians. (Ticket triage process is documented in ITKnows.)
- When starting your shift, look at “Assigned To Me” first. The easiest way to find that is to go to the “IT” application in TD, and click on “Assigned To Me” on the left.
- When a ticket is assigned to you, KEEP IT ASSIGNED TO YOU. It is your responsibility to see that the ticket is completed. More details on this below. (Please note this is a change from what we discussed in TD training.)
- When a ticket turns into an on-site visit, Responsibility should be changed to the field tech. At that point, responsibility will remain with the field tech for the life of the ticket, unless an appointment needs to be rescheduled with a different tech.
- When creating Appointments, be aware of the following:
- See full appointment instructions here and get trained if you have not been yet: http://itknows.oregonstate.edu/?p=2837#callcenter
- Edit ticket:
- If ticket is not already in “Open” status, set status to “Open”. Save.
- Set status to “Appointment”. Set off-hold date and time to the date and time of the appointment.
- Set Responsible to the field tech.
- Set Due Date to the date of the appointment.
- Set all other fields as needed. (See documentation for full instructions.)
- Save and go back to ticket detail page.
- Update ticket:
- Use the response template under “Templates” for “Confirm Customer Appointment”.
- Make sure to notify the customer!
- How to escalate a ticket if you can’t resolve it:
- Refer to Application InfoSheets and Service InfoSheets in ITKnows for specific escalation instructions.
- If you have exhausted all available resources and are not sure what to do next, escalate the ticket to “Service Desk – Escalation”. To do so: Add, Task, set Responsible on task to “Service Desk – Escalation”, and set ticket status to “Escalated – See Tasks”. The escalation team will either reassign the ticket to another tech or will provide further instructions to help you resolve it.
- When you are going off-shift:
- If you are working on an urgent ticket that is not yet resolved, please notify the call center mentor or supervisor (Max Cohen) that someone needs to take over the ticket.
- For less urgent issues that require further research or follow-up, let customers know when you will be getting back to them. For example: “I am researching this issue and will get back to you on Wednesday.”
- If you don’t know what to do next on a ticket, add a task assigned to “Service Desk – Escalation”.
** Note for Walkup/Bench: For the time being, tickets for Walkup and CN Bench will be left with Responsible set to the group rather than an individual technician. However, please always check for tickets “Assigned To Me” at the start of your shift, regardless of whether you are working call center/field or walkup/bench.
Ticket Life Cycle:
- Ticket intake
- Ticket triage: categorization, prioritization, assignment
- Ticket review and execution
- Ticket escalation (if needed)
- Ticket resolution