Tag Archives: TeamDynamix

Service Desk Digest 8/11/2017

Collect Computer Information

When helping a CN customer, ALWAYS record the computer name, inventory ID or serial number in the ticket.

While we’re at it: always ask who the customer is, too, like this:

  • Tech: “IS Service Desk, this is <name>. How may I help you?”
  • <Listen to user request>
  • Tech: “Okay, before we get started can I get your OSU ID or name?”

(See Call Processing Workflow.)

If we don’t know who the customer is or what device they are using, it’s hard to help them properly.

Box Update

OSU has standardized on Box as the official cloud storage and collaboration platform. Over the coming months, we will be working on updating the IS web site, documentation, and apps we install on CN builds to reflect this change. If customers ask whether they should use Google Drive or Box, please advise them that Box is the preferred platform.

As a step in that direction, Client Services will be standardizing on Box as our storage and collaboration platform. You should all have received an invite today for a box folder called “ISCS All” – please let Kirsten know if you did not.

Coming Soon: Duo

Duo is multi-factor authentication that will soon be available to all OSU employees, including student employees. We will be promoting Duo during our fall engagements at University Day and other events.

The Service Desk will provide tier 1 support for Duo. For more information, see the Duo Service InfoSheet.

Coming Soon: Localist

Localist is a tool being implemented soon to replace the OSU event calendar located at calendar.oregonstate.edu. Users of the current system were contacted today about this upcoming change. If you get questions about Localist, please make a ticket and assign to Jill Swenson.

HelpDocs Moving to TD KB

Some time before fall term starts the HelpDocs customer-facing documentation site will be moved to the TeamDynamix Knowledge Base. This project is still in the planning phase.

What’s in it for you? After this change, all of our documentation – internal and customer-facing – will be in one place. I am aware that there are serious problems with the way that the search works in TeamDynamix. Part of the project involves addressing that issue, and I will post more about that later.

Status of macOS High Sierra

High Sierra has been added to our OS Life Cycle page, and an announcement is going out shortly to the CN-Announcements list about it. High Sierra is in preview, and while we are not recommending it for CN customers at this time, we will do our best to help them if they need to install it for some reason. We will fully support it for CN customers when it is released for general use in the fall.

Register Docking Stations for Wired Network

Please remember to register docking stations for the wired network. If we miss that step, customers will be connecting to the wireless network without realizing it and may have unpredictable results.

In Other News…

In case you’ve ever wondered what it’s like to work at CERN (and I mean, really, who hasn’t?) here you go:

https://www.quora.com/What-is-it-like-to-work-at-CERN

Happy Friday, everybody!

Changes to TD Forms

Team,

I have made some major changes to the “CN Build/Rebuild” form, hopefully for the better. I have removed some fields we do not use, and have re-ordered fields to make processing tickets faster.

I am also making similar changes to the other CN TD forms. For the most part, I will be moving “Status” to the top of all of our forms to make it easier to change status on a ticket.

Please contact me with any questions or issues.

More on TeamDynamix Statuses

Set tickets to “Open” before on-hold

When setting a ticket to any “on-hold” status, please first set the ticket to “Open” first, save it, and then set it to the on-hold status.

On-hold statuses are those that ask for a “goes off hold” date and time and include the following:

  • Waiting for customer response
  • Escalated – Internal
  • Appointment
  • Scheduled follow-up
  • On-hold – External to TD

When a ticket comes off hold, it reverts to its previous status, which is why we want the previous status to be “Open”. If the previous status was “In Process” or “Closed” the ticket could be missed.

 

“Waiting for Customer Response” versus “Scheduled Follow-up”

If we are planning to follow up with a customer, please use “Scheduled follow-up” status instead of “waiting for customer response.” For example, if we are waiting for an employee’s last day of work to close out their account, set the ticket status to “Scheduled follow-up” for the day and time the work needs to happen. This is basically like an appointment for us.

If we are in fact waiting for the customer to get back to us, “Waiting for customer response” is an appropriate status. Please don’t set these out way in the future for situations that are likely urgent. For example, if a VIP can’t login, we should be making every effort to get a hold of that person, and not setting a ticket to “Waiting for customer response” for several days out.

Remember, we should try to contact customers via different methods, such as:

  • Email the customer’s primary address
  • Email the customer’s alternate address (if they cannot access their primary address/account)
  • Call the customer on their office number
  • Call the customer on their alternate number (if appropriate)
  • Call the department LRP
  • Call the customer’s assistant (if applicable)
  • Always leave a voice message, and document the ways you tried to contact the customer in the ticket.

What about “Follow-up with customer – automatic”?

This status works like the old “Callback – auto” status in Coho. We use it when we are pretty sure the issue is resolved – e.g. the customer asked a straight-forward question and we answered it – but we are not completely sure. When the off-hold date/time comes up, TeamDynamix will send a notice to the customer saying “we think this is resolved or we are waiting for more information” and then sets the ticket to “Closed – Survey”.

If you and the customer have already established that a ticket is done, please just set it to “Closed – Survey”.

 

Computer or Device Name

I forgot to mention one important change I made to our TeamDynamix forms recently.

The “Computer/Device Name” field is now required on the following forms:

  • CN Build/Rebuild
  • CN Customer Move
  • CN Device Support
  • CN Malware Response
  • CN Printer Support

These forms will not allow you to save them without entering something in the device name field. If you really can’t get it for some reason, enter “unknown”. You can also specify “multiple” or “does not apply” as appropriate. Computer/Device Name is not required on the Application/Software Support form, but you should still collect it if you can.

The CN Inventory ID or serial # field is not required, but please do enter it if you have it.

Why Collect Device Name?

Knowing which computer a ticket is about is critical to any sort of follow-up on a ticket. Technicians sent to an on-site appointment may end up wondering “which computer?” when they arrive if that information was not collected in the ticket.

Also, with a device name, we can look the machine up in our ticketing system to see if it has had previous issues. We can look up its warranty information. We can look for it in SCCM or Casper and see what software is installed. A lot of diagnostics information is accessible if we know which device the ticket is about.

Please note: we only need to collect device information for CN-supported devices, not personal devices.

 

TeamDynamix Forms

How Forms Work in TD

Forms are a feature that was introduced after we implemented TeamDynamix at the Service Desk. As such, we are still working out all the details, but here are a few quick things you should know.

  • On new ticket creation, select the correct form and the corresponding ticket type will be set for you.
  • Forms determine what custom attributes are visible. For example, if you choose “Application/software support”, the “Applications name(s)” attribute will be displayed. If you choose a CN form, the “Computer/device name” attribute will be displayed.
  • Once a form has been selected, changing the form will NOT update the ticket type. If you need to change the form, please update the ticket type as well.

Forms We Use

The main forms we use at the Service Desk are as follows:

  • Account issue (locked out, password changes, etc.)
  • Application/software support  <- Most popular!
  • Campus Labs
  • CN Accounts
  • CN Build/Rebuild
  • CN Customer Move
  • CN Device Support
  • CN Malware Response
  • CN Printer Support
  • CN Recommendation/Purchase
  • CN Surplus
  • Compromised Account
  • Email Support
  • General/Other/uncategorized  <- Not sure? Use this one.
  • Network Support
  • Personal Device Support  <- Main one used at Walkup
  • Referral
  • Spam/Phishing

Please note that you should only use a CN form for CN-related requests. For example, if a customer calls for help with their home printer, use “Personal Device Support” and NOT “CN Printer Support.”

Ways to Create a Ticket

From RefTool:

  1. Look up a user. Click on them. Near the upper right, click on “Create Ticket (IT)”. Choose “Service Request”.
  2. In TD, select the correct form from the drop-down at the top of the page. (Do this before filling in any fields.)
  3. Fill in all required fields.
  4. Click Save.

From TeamDynamix:

  1. Click on the “IT” tab. (If you don’t see the “IT” tab, click on the application waffle in the upper-left, and choose the IT button.)
  2. Click on “+ Service Request Form”
  3. Select the correct form from the drop-down at the top of the page. (Do this before filling in any fields.)
  4. Fill in all required fields.
  5. Click Save.