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Service Desk Ticket Reminders 1/17/2017

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Reminders on Ticket Processing

Now that we have been using TeamDynamix for a while, we need to improve our processes in a few areas. Please read the following and be sure you are following correct process:

Always set Ticket Type. The following are the most common types. You can find full descriptions in TeamDynamix.

  • Accounts and Passwords/Account issue (locked out, password change, etc.)
  • Accounts and Passwords/CN Accounts
  • Collaboration Tools/Email support
  • Desktop Computing/Application/software support
  • Desktop Computing/Computer Build/Rebuild (OSU device)
  • Desktop Computing/Computer Build/Rebuild (personal device)
  • Desktop Computing/Device recommendation/purchase
  • Desktop Computing/Device support (pc, phone, tablet, etc.)
  • Desktop Computing/Printer support
  • Desktop Computing/Software licensing
  • General/Junk / Delete this ticket
  • General/Other/uncategorized
  • Network Services/Network support

Please use the “General/Other/uncategorized” type if you are not sure what to pick. Tickets should not remain set to “Service Desk intake”.

Notify customer when closing ticket. If you use the status “follow-up with customer – automatic”, TD will send a canned email to the customer and close the ticket, much like the “callback auto” status we used to use in Coho. If you set the status to “Closed”, you should notify the customer that you believe the issue is resolved. I can add a response template for this in TD, but a simple note such as the following should suffice: “Hi <customer>, I am closing this ticket as resolved. Let us know if you need anything else.”

Customers will generally get a survey request one day after the ticket is closed. Customers can also see what status the ticket is set to via the client portal.

Review steps for CN on-site appointments. When scheduling an appointment, make sure you set the status to “Appointment” with the “goes off hold” date and time set to the appointment time. Set the due date to the date of the appointment as well (it makes finding appointments by day easier). Make sure responsible is set to the field tech, and that the appointment is on their calendar with the correct information (customer, location, date/time, brief job type, ticket number and link).

Most importantly, make sure you use the response template to send an appointment confirmation to the customer. This serves as a reminder to them, but also allows us to confirm date, time and location.

Details on the Appointment Scheduling Workflow can be found in the Service Desk Guide under Call Center Processes.

Update ticket description to summarize the request. In TD, we have the ability to modify the Description of a ticket on the Edit page. Make sure the description accurately describes what the customer needs and what we need to do. The title can also be updated to be more descriptive and facilitate ticket processing.

Make a new ticket for each job. If a customer replies to an existing ticket about something that is actually a new request, please split the new request out to a second ticket and re-close the first request. To do this: mouse-over the comment in the feed and choose “Make New Ticket”. Be sure to set ticket type, description, title and responsible as appropriate.

For example, if a recommendation request is made and then the customer replies saying the computer has arrived and we need to send a tech to pick it up, make the new request into a separate ticket, and update all fields as needed.

 

 

 

 

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Service Desk Digest 12/29/2016

Friday, December 30

We have a few folks out Friday. David Williams will be mentoring in the Walkup, and Robin Castle in the Call Center. Please take any management issues to Lucas Friedrichsen.

Windows 10 CB 1607 update

Ben and I have been discussing the pending 1607 update for Windows 10 Current Branch. Initially we were concerned that this rather large update might impact customers negatively, and this update has consequently been on pause for some time.

However, Ben confirmed today that there are only 60 machines in the CN fleet that will receive the update when we make it available. Furthermore, machines in Client Services that have already received the update have not experienced issues.

Given this, we will make the 1607 update available starting Tuesday, January 3.

Please review Ben’s recent blog post regarding Windows updates if you have not already:

Reminder: “Service Desk Escalation” Group in TeamDynamix

 In case you missed my update last week about TeamDynamix workflow changes, please review.

In particular: please note that there is now a responsibility group called “Service Desk – Escalation” that you can assign a ticket to if you are not sure what to do next. The escalation team will review the ticket and either reassign it to someone else or provide you with instructions to complete the ticket.

Welcome ECTU Team to Milne

The Extension Computing Technology Unit (ECTU) – Lisa Gillis, Wayne Jardine, and Victor Villegas – have moved from Ballard Hall to the downstairs office in Milne Computer Center. Please join me in welcoming them!

Save the Date: January 6 LAN Night

Our Winter LAN night will be on Friday, January 6 in the Milne lab. Small contributions towards pizza – or contributions of drinks and snacks – are appreciated.

There will be table top games in addition to network games.

More details to follow.

Known Outlook Issues

There are two known issues related to Outlook that are being tracked as problem tickets in TeamDynamix:

  • Autodiscover pop-ups: 2408449
  • Outlook prompting to restart: 2433305

 

Server Support are making changes next week that should hopefully alleviate both issues.

A work-around for the autodiscover issue is listed in the parent ticket.

For the Outlook restart prompt issue: please DO NOT rebuild Outlook or Windows profiles. It won’t help with the issue. Instead, please collect information about when the problem happens (e.g. when docking/undocking a laptop, or when waking from sleep mode, etc.) and link the ticket to the parent.

Finance Data Warehouse (FISDW) Access Removal 

Access to FISDW will be revoked for most tables on 12/31. There is a parent ticket with more information and to link related issues here: 2429394 

FISDW customers have been notified of this change and are encouraged to use Core instead.
Fun, random fact: the Norte Chico civilization located in modern-day Peru is the oldest known civilization of the Americas, with the first city dated to about 3500 BC. According to Charles C. Mann in 1491, Norte Chico is the second oldest complex civilization in the world. Tell your friends.

Have a great New Year, everyone!
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ITKnows, HelpDocs and TeamDynamix KB

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I had feedback today that the recent reorganization of content in ITKnows has caused some trouble – particularly where articles had been linked elsewhere (e.g. in Canvas) and the articles were later combined into guides.

As of a couple months ago, we had over 400 articles in ITKnows, many of them were repeats, and given our reorganizations over the Summer, the layout no longer made sense. With help from Todd and others we worked to collapse those articles into guides organized by topic, clarified the categories into which new articles should go, added templates to facilitate creation of new content, archived duplicates, and published many articles that were pending review.

The reorganization of documents in ITKnows is done, now, for the most part. Things should not continue to move. However…

TeamDynamix has a built-in knowledge base that comes with several benefits. (It has some limitations, too.) One of the benefits is that we can put all of our documentation – public and private – in one place, meaning we only have one place to search across both sets. TD’s KB also has the concept of Article IDs, which will make linking to and sharing documents easier.  Referencing an article by ID number gets us away from the problem of linking to a URL that might one day change.

We are in the process of reviewing the features of TD’s KB right now, and I do not plan to immediately move our ITKnows content there. What we have in ITKnows is working for the most part. However, we are looking at TD as a possible new location for the HelpDocs pages. An important dependency for that is to have the TD client portal enabled, and we are hoping to have that accomplished by January. HelpDocs is currently on Drupal 6, and I think is higher priority at this time.

One issue I am aware of for the new format of the guides in ITKnows is that you cannot do a Ctrl-F and search the page to quickly locate content. The guide format looks nice, but is not friendly for quick reference. I will be working on some alternative layouts to make that easier. It’s worth mentioning that if TeamDynamix’ KB looks like it is going to be a winner, we may end up moving our internal documents there soon. I just don’t have enough experience with it yet to speak to that, and don’t want to over-promise.

So, TL;DR:

  • I will be working on the guide format to make searching in ITKnows easier.
  • I’m sorry I broke your links. It was necessary to get ITKnows under control. The breakage should not continue until/unless we move to TD’s KB.
  • We are evaluating TD’s KB as a replacement for HelpDocs (customer-facing documentation) first so we can get off of Drupal 6.
  • The client portal needs to be turned on for TD, and that should be happening in the next few weeks.

Let me know if you have questions or concerns about documentation that I have not addressed.

 

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Ticket Workflow Changes

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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

 

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TeamDynamix Reminder: Cut-Over on 11/16

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Starting Wednesday, 11/16, all new tickets and ticket updates will be made in TeamDynamix – for Client Services and Server Support.
On Tuesday evening, we will be migrating unresolved tickets over from Coho to TD and notifying customers their tickets have been moved.
Documentation about TD can be found here: http://itknows.oregonstate.edu/?p=8322
If you missed the TD training sessions, please get in touch with Max Cohen.