Vitual Help Desk

Document Sample
Vitual Help Desk Powered By Docstoc
					The Global Support Center is a completely secure and customizable Internet based application
that allows organizations to streamline their technical support process. This system was designed
specifically to support a wide variety of DOD hardware systems and software applications, thus
setting it apart from any commercial help desk application. The system complies with all DOD
standards and restrictions for Internet based code and architecture. Most commercial products
currently use either unaccredited Java Applets or ActiveX, both of which are restricted by the
DOD in publicly accessible websites. Additionally, this system is completely customizable to
meet the specific needs of any organization. Problem tracking and resolution has become
significantly more efficient within organizations that are using the Global Support Center. The
system is a simple but powerful application that makes it easy to track and resolve reported
problems by communicating instantly with administrators, subject matter experts, managers, and
end users regardless of their location. The system provides users an easy and effective way to
either search a database for a resolution to their problem or to submit the problem for evaluation
and resolution by a subject matter expert.

Some of the features and benefits of the Global Support Center include:

       Multi-Server Distributed Help Desk – Capable of tracking data from multiple servers at
        multiple locations, automatically synchronizing data from remote locations to a
        centralized server.
       Fully customizable and configurable application and database.
       100% Web-based – No client side software (other than a browser) required to be loaded
        on an end user workstation.
       Configurable Electronic User Notification for resolved issues, general bulletins, or
        software patches via email, text capable pager, or mobile phone.
       Sophisticated Incident and Problem Reporting with the ability to attach external files.
       Emergency Incident/Problem Notification & Resolution via pager or mobile phone.
       Fully Searchable Comprehensive Problem Resolution/Knowledge Base Database.
       User Collaboration Forum & Chat Room with Online Meeting capability.
       Online Access to System Technical Publications & Support Documents.
       Document/File Management and Sharing capability.
       Online Ordering and Electronic Distribution of Software capability with version control
        and COTS license tracking.
       Wireless Application Integration for web-enabled mobile phones, PDA’s, or similar
        devices.
       Configurable Audit History.
       Priority-based Escalation of Incident Reports.
       Vast array of Reporting by Incident, Originator, Status, or Problem type, Priority, Date
        and other attributes (with export capability to Microsoft Excel format).
       Optional capability to link help desk application directly to or from associated technical
        document(s)
       DA Form 2028 (Change Request Form) web interface.
Help Desk Main Menu




Access Request Form

This access application form allows a new user to fill in his or her personal information. These fields can
be customized for your specific organizations needs. After a user fills in this form, it is sent to the Help
Desk administrator. The administrator reviews the application and investigates the user. Upon approval,
the administrator emails the user a valid user ID and password. The administrator has the ability to
authorize the user access to only certain security level PRR’s (Problem Resolution Reports) and FIR’s
(Field Incident Reports).




User Investigation & Authentication
Your organization’s security is our number one priority. We have a dedicated, full-time staff to investigate
all users who apply for access to your help desk. Our organization will use several investigative resources
to authenticate your users. Our years of experience in IP security allow us to certify all DSN telephone
numbers, investigate all e-mail addresses, and verify the authenticity of the users IP address. Additionally,
we search an extensive military database to verify the identity of the user. Moreover, our staff can follow
any customizable script of investigative procedures your organization may wish to implement.

View Problem Resolution Report Repository)
In this area, the user may enter a search string to locate an existing PRR for his or her problem. The user
can apply their search to all fields or isolate their search to PRR number, date originated, date closed,
administrators first or last name, system ID, functional area, or problem type. Additionally, the user has the
option to export the PRR list to an excel spreadsheet. The PRR repository is a highly productive tool. It
saves users time by finding the resolution to their problem quickly and efficiently. It saves administrators
time by eliminating duplicate and unnecessary FIR’s for problems that have already been addressed.




View Technical Publications
In this area, the user may view or download any technical publications (e.g. installation manuals, diagrams,
charts, etc.). Additionally, the system can interface with any mil standard change request forms. Users can
simply click the link and fill out the form. The system then forwards the request form to any designated
organization while recording all metrics for these transactions. Future versions of this system will have the
ability to search within the publication’s body of text (text enabled files such as XML, Word, etc.). Thus
returning all relevant problem resolution reports and the specific section of the technical publication that
refers to the users problem.
Collaboration Forum & Online Chat
Here, the user may engage in real time chat or post messages to the online forum. Users can interact with
other users or help desk administrators. This area is extremely effective when used as a virtual meeting
place for users and help desk personnel to resolve issues. The forum also gives the user and help desk
administrators the ability to exchange files by attaching them to posted messages. Users can select a
specific time period to display and can choose an expanded or summary view
Post New Message
Search Forum

The user can search by subject, message, or author. He or she can sort by age of document and select how
many messages display per page.




Forum Options

The user can set the default number of pages viewed, set the forum to refresh after a specified time, sort
messages by date, and select an option for email notification of new messages. (See sample next page)




Field Incident Report (FIR) Form
This form allows the user to define his or her problem. Upon login, all of the users personal information
(from the access application) will automatically be populated in the appropriate fields. Customization of
the FIR’s fields is available. In the systems field, blue boxes indicate that the user had applied for access to
that system. Check marks indicate that the user has been approved on that system. If the Emergency
checkbox on the FIR form is checked indicating the necessity for immediate action, an Emergency contact
and the help desk administrators are automatically contacted using mobile phones and pagers. Digital
pagers and some digital mobile phones will display the phone number of the automated help desk and/or
text details pertaining to the FIR (including the name and telephone number of the field user who has
submitted the FIR). Mobile phone users will hear an automated voice read all of the above FIR related
information. Additionally, files may be attached to the field incident report. This is especially helpful,
when the FIR relates to a software file or the user wishes to detail his problem using a word processing
document. Upon submittal of a FIR by a user, the help desk administrators are notified via email as well.
The email will contain a hyperlink to the FIR so that they can review it in detail and prepare to take the
appropriate action.
View Field Incident Report Repository
This area allows the user or help desk administrators to view all existing FIR’s. A user may enter a search
sting to find a specific FIR or export the table to an excel spreadsheet. The table displays all pertinent FIR
information including FIR number, date, system, originator, email address, subject of problem, PRR
number (if available), and the FIR’s status. Administrators will have access to view FIR’s, request more
information from the user, indicate that this FIR relates to an existing PRR, enter a simple solution or quick
workaround to the user’s problem, or indicate that the FIR requires further investigation and therefore
generate a new PRR. Moreover, a customized OEM trouble ticket/warranty interface is available. This
interface will populate the OEM’s and Global Support Center databases simultaneously. Thus allowing the
OEM to determine weather the user is having a hardware problem. If so, the system will populate a 2407
(mil-standard) web-enabled maintenance request form. This form is then sent electronically to the repair
depot, PM, and whomever the system administrator chooses to be notified. A printable rich text 2407
version is also available to accompany hardware when the user ships it out for repair.




View FIR’s Administrative Options
Update User Account Information
This area allows the user to update any personal information that may have changed since initial
registration. (Change of address, phone, etc.)



Help Desk Administration Menu
This area is only accessible to help desk administrators.
Enter a New PRR

This area allows help desk administrators to respond to FIR’s by entering all pertinent information to help
the field user with his or her problem. The administrator can also attach files to the PRR. This is effective
when the problem resolution is a software patch or when the administrator/technician wishes to attach a
video file showing the step-by-step resolution to the FIR. Once submitted, the user will receive an email
with a hyperlink to his or her PRR.
Edit Existing PRR

Users may view all existing PRR’s, search for existing PRR’s, edit existing PRR’s, and output the table to
Excel for reports.




Help Desk User Administration

This area allows administrators to view and make changes to all user personal information and system
access options. Administrators can sort users by any of the available fields simply by clicking on the field
name. They can also search for a user on the system by entering a search string. They may isolate their
search to any of the available fields as well. Administrators can also send email bulletins to all users from
this area. The email bulletin capability is especially effective when a problem is widespread.
Administrators/technicians can reduce their workload by alerting all users, or a selected group of users to a
widespread problem. This alert will contain a hyperlink to the Problem Resolution Report.
End of Month User Reporting System

These reports will allow your organization to view popularity and effectiveness metrics for your Global Support Center. Selected administrators will be notified
on a monthly basis via email. This report will include but will not be limited to:

       Number of page views
       Number of registered users
       Number of times PRRs are accessed
       Number of unresolved FIRs
       File download transaction report (File names, frequency of download, version control {users who have not downloaded the current version of software})
       Success ratio report (successfully resolved issues vs. unsuccessful)
Enhancements

Our organization is dedicated to delivering the very best product to our customers’ year in and year out.
Frequent enhancements to the Global Support Center are constantly produced based on customer
suggestions. Your participation in this program is encouraged and your organization will be entitled to
these enhancements at no cost.



                   Global Support Center Optional System Add-On

File Transfer System

This file transfer system will allow your organization to swap large files with ease. Unlike standard email,
this system has no file size limitation and is completely secure. When a file is uploaded, the file is
scanned for viruses, and stored on our server. The recipient will receive an e-mail containing a hyperlink.
Upon execution of the hyperlink, the user can then download a file of any size.
Document Management System Add-On

This powerful add-on will allow your organization to swap, post, edit, and update existing documents of
any file type. When a document is posted, the name, description, category, file size, etc., will be captured
and maintained in the system. Field users can view documents that have been posted but cannot edit unless
they have issued a higher access level on the system. When a new document is posted or an existing
document is updated, the user posting the document can opt to automatically notify all users of the new
post (hyperlink directly to the document) or just upload it to the system for authorized viewing. While
posting the document the user can select what group of users may or may not have access to the document.
Some users may be granted viewing access but not editing access. If the posting user approves a user he or
she can “check out” the document (download it to their computer), make the necessary changes, and then
“check” the document back into the system. Only the user who has checked the document out can check it
back in. This prevents more that one person from making changes to the same document simultaneously.
When a document is “checked” back in (updated), the old version is archived, not overwritten. Thus the
history of any document can be viewed, which includes who originally posted the document, who has made
changes, and when they were made.

The system includes these administrative features:
     User registration
     An administrative capability to grant passwords and user registration approvals
     Transaction tracking audit trail. {A record of all user transactions (read, download, view, etc.) will
         be recorded for metrics
     Automatically scans all files for viruses
Triple DES Encryption Utility Add-On

This powerful encryption utility is endorsed and currently in use by NSA (National Security Agency). It
allows users to encrypt and decrypt files of any size or type. The user simply selects the file to encrypt and
enters an 8-character key. The utility will automatically rename the new file with an encrypted prefix
(encrypted_filename.xxx). This file and key is then sent to the recipient via email, file transfer system, or
other source. The file becomes useless without the encryption utility and the key code.




Electronic Distribution & Ordering System Add-On
This completely web based system will handle all of your organization’s ordering, distribution, tracking,
and reporting needs.

Features Include:

        Create and edit online orders for publications, software, and manuals, etc.
        View order history for users, groups, and divisions
        Secure Software Download
        License tracking database
        Customizable reporting
        Inventory control
        Asset Management
        Software Version Control
Replication & Distribution

Our organization utilizes a high capacity media production, reproduction and distribution
facility to service our customers around the world. This service is available to customers
using the Electronic Distribution & Ordering system.
Proven Security & Reliability

        Secure Socket Layer Encryption Web Servers
        DOD Accredited Web Site
        NSA Approved Encryption Algorithms
        Fault Tolerant Redundant Servers
        99.8% Up Time

Customized Enhancements

JGA is at the forefront of the DOD’s/Government’s requirements, restrictions, and needs.
We are constantly leveraging and positioning to implement new technologies as they
become available. Some customized enhancements that are currently being developed
include:
     Palm Pilot and Pocket PC interface.
             This will allow subject matter experts to respond via voice or text to field incident reports
             without being tied to a personal computer. It will allow field users to search the problem
             resolution database while on the move.
        Remote Control PC Access.
             Subject matter experts and help desk administrators will have the ability to remotely operate
             the user’s PC. This will enable them to diagnose, analyze, and repair system problems.
        Searchable Technical Publications
             This will provide users the ability to search within the publication’s body of text (text enabled
             files such as XML, Word, etc.). Thus returning all relevant problem resolution reports and the
             specific section of the technical publication that refers to the users problem.

Once implemented, these systems will allow your organization’s support groups to run
smoothly and efficiently. Our systems are currently implemented in several DOD
organizations around the world. These systems, combined with our support team will take
your organization’s hardware/software support staff to new levels.

Some organizations using the Global Support Center Global Support Center or other JGA web development
solutions include:
        UNITED STATES MILITARY ACADEMY (WEST POINT, NY)*
        CIPO*
        TACTICAL COMMUNICATIONS*
        STRATEGIC & TACTICAL SATELLITE
        NETWORK MANAGEMENT SYSTEMS (CSCE, RAPter, ISYSCON, MSE)*
        FIREFINDER*
        PM TELEMAINTENANCE*
        TINKER AIR FORCE BASE (Software control center)*
        JTIDS*
        SMART-T*
        JCALS (Develop, support, maintain, and host the JCALS website)
        AKMS*
        SINCGARS*
        AFATDS (License Tracking and Software Distribution)*
        JSTARS*
        DCATS (Document Management System)
        C4IEWS*
*Indicates that customer has an implemented version of the Global Support Center

                                                               User in the Field Has a
                                                               Problem with Hardware/
                                                                      Software
                                                                               m
                                                                            for
                                                                     tion            d
                                                                 tra               an
                                                             gis              ID
                                                        Re              d
                                                   ts               ali
                                                mi               sv
                                             Sub              ive rd
                                                             e
                                                           ec wo
                                                        d r ss
                                                      ve Pa
                                                   ro
                                                pp
                                           If a

           Fig.1- If new user, fills out and submits registration
                                     form.                                                                                            Help Desk Administrator contacts user
                                                                                                                                                   directly.


                                                             Fig. 2- User Logs into the Virtual Help
                                                                             desk



        Fig.3-User can search existing Problem                                                                    Fig. 5-Join Online Chat Room or the
                      Resolution                                                                                          Collaboration Forum.
             Reports (PRRs) for a solution.                   Fig 4.- Review the System Technical
                                                                            Manuals
                                                                                                                     User can't find solution on their own and
                                                                                                                             needs to submit a FIR




                                       Fig.6- User in the field has a software or hardware problem and needs
                                      to submit a Field Incident Report (FIR) on the Virtual Help Desk Website


   Fig. 7- The new user fills out user                                                                              Fig.8- The user already has a Valid User ID
     registration form with the FIR.                                                                                and Password and logs in and submits FIR.



                                             Fig. 9- If FIR is an Emergency, the Emergency Contact will
                                                                                                            Help
                                                     be notified immediately by Phone or Beeper.
                                                                                          Adm                     Desk
                                                                                              in ca                     receiv
                                                                                                    lls in                     es pa
                                                                                                           to A                      ge.
                                                                                                                utom
 Fig. 10-Emergency contact is called. Details of FIR                                                                 ated
                                                                                                                          Syst
      are dictated via computer generated voice.                                                                               em.


                                                                                                                        Fig.11- Help desk Administrators receive page with
                                                                                                                          Phone # of help desk automated system and/or
                                                                                                                        details pertaining to FIR. They call into automated
                                                                                                                            system to hear FIR or contact user Directly.


                             Fig. 12- The Help Desk Administrators will receive an e-mail with a link to the FIR so they can
                                                   begin evaluation and resolution of the problem.


                                                                               User submits Additional
                                                                               Information if requested.


                           Fig 14- Administrator identifies and sends to                    Fig.15 - Administrator can provide a workaround
                             user a hyperlink to an existing PRR that                                to user. Admin may or may not
                                    answers user's problems.                                              generate a new PRR.
                                                                                                                               Fig 16- Admin decides if the FIR requires
Fig 13- Administrator requests more                                                                                         further Investigation. Generates a new Pending
     information from the user.                                                                                                PRR, and offers a temporary workaround
                                                                                                                                           to user if available.


                                               Fig 17-The user is notified with solution or status of problem
                                                                        resolution .
Fig.1- A user in the field has a hardware/software problem, but is not a registered user. When prompted to
login into the help desk, the user fills out an Access Request form and submits it to Help Desk
Administration. Upon approval of the request, the user receives a valid User ID and password and can then
access the Help Desk resources such as the FIR/PRR repositories, associated technical manuals, and Online
Collaboration and Chat room (in Figs. 3, 4, and 5).

Fig. 2- A user in the field has a problem and is already a registered user with a valid User ID and password.
The user proceeds to login to the help desk when prompted and subsequently has permissions to access the
Help Desk resources such as the FIR/PRR repositories, associated technical manuals, and Online
Collaboration and Chat room (in Figs. 3, 4, and 5).

Fig. 3- The user may search or browse the Problem Resolution Report (PRR) database for an existing
solution to their problem. If a solution already exists and is located, the user does not need to proceed any
further.

Fig.4- The user may view or download any available Technical Manual or Publication

Fig. 5- The user may access the Online Collaboration Forum & Chat room to either engage in a real time
chat with other users or help desk personnel or post messages to the online forum. This is a Help Desk
resource, which allows field users as well as system administrators to communicate with one another. The
forum gives the user the ability to post messages (with optional file attachments) to which other field users
or help desk personnel can reply. The user may also reply to messages that have been posted by another
user at any given point in time. The forum can also be used as a virtual meeting place for users and help
desk personnel to collaborate or resolve issues.

Fig. 6- A user in the field has a hardware/software problem and subsequently connects to the Online Help
Desk website to submit a Field Incident Report (FIR).

Fig.7- The user is not a registered user, so they fill out the Field Incident Report (FIR) form including
personal registration information. Upon submission of the form, the Help Desk administrators are notified
of the FIR as well as the new user Access Request application.

Fig. 8- The user is already registered and has a valid User ID and password. They login to the help desk
and fill out the Field Incident Report (FIR) form. (The user’s personal information is already filled into the
form). Upon submission of the form, the Help Desk administrators are notified of the FIR.

Fig. 9- If the Emergency checkbox on the FIR form is checked indicating a necessity for immediate action,
an Emergency contact is telephoned and paged as are all other help desk administrators who carry pagers or
mobile phones.

Fig. 10- An emergency FIR has been submitted. The Emergency contact is telephoned and details of the
FIR are dictated to them via a computer-generated voice. The POC can then determine the best course of
action to deal with the situation.

Fig.11- An emergency FIR has been submitted. The help desk administrators equipped with pagers are
paged with the phone number of the automated help desk and/or text details pertaining to the FIR
(including the name and telephone number of the field user who submitted the FIR). The administrator can
then call the automated help desk number and hear the FIR dictated to them or if necessary, contact the
field user directly by phone to discuss the nature of the problem.

Fig. 12- Upon submittal of a FIR by a field user, the Help Desk Administrators are notified via email with a
hyperlink to the FIR so that they can review it in detail and prepare to take the appropriate action and begin
to resolve the FIR.
Fig. 13- FIR response Option 1- The Administrator clicks the hyperlink to the FIR, reviews the details of it
and determines that more information is required from the field user in order to troubleshoot the problem.
The Administrator proceeds to select the option to request more information from the user, and
subsequently enters details about what information is needed from the user. Upon submission, the user is
sent an email with a link to the details of the Administrator’s additional request for information. When the
user replies with the requested information, the Administrators are informed that the FIR has been updated
with the additional information that was requested. The FIR evaluation process is then restarted at Fig. 12.

Fig. 14- FIR response Option 2- The Administrator clicks the hyperlink to the FIR, reviews the details of it
and determines that a Problem Resolution Report (PRR) already exists in the PRR repository which
addresses the user’s problem. The Administrator proceeds to select the option to refer the user to the
specified PRR that solves the problem in question. Upon submission, the user is sent an email with a link
to the existing PRR and the FIR is closed.

Fig. 15- FIR response Option 3- The Administrator clicks the hyperlink to the FIR, reviews the details of it
and determines that a simple solution or workaround can be applied to solve the problem. The
Administrator proceeds to select the option for a Simple Solution/Workaround and enters the description of
the solution. The decision is then made whether or not to generate a PRR based on the solution to the FIR.
If other users for one reason or another will most likely encounter the problem, then the Administrator
selects the option to generate a PRR. This will make it easier for users who encounter this problem in the
future to find a solution to their problem. If on the other hand the problem was isolated and the
Administrators determine that it is unlikely that others will repeat it, then the option will be selected NOT
to generate a PRR from the FIR. Upon submission, the user is sent an email that details the simple
solution/workaround and includes a link to the PRR if one was generated. The FIR status is set to Closed.

Fig. 16- FIR response Option 4- The Administrator clicks the hyperlink to the FIR, reviews the details of it
and determines that no obvious solution exists; further investigation or action is required. The
Administrator proceeds to select the option for Further Investigation. The problem type and priority are
selected and a temporary workaround or quick fix is entered (if one is available). Upon submission, the
field user is sent an email indicating that the problem is legitimate and that further investigation is required
in order to find a solution. The temporary workaround or quick fix is also included in the email to the user
(if one was entered) as is a link to the newly generated PRR. The status of the FIR is set to pending until
such time a resolution to the problem can be determined. If and when the problem is resolved, the PRR is
updated and closed as is the corresponding FIR and the field user is notified of the solution.

Fig. 17- Based on which FIR response option is chosen by the Help Desk Administration, the user is
notified as to the status of the FIR as well as to the details of a possible solution.


*NOTE*
        While an Administrator has a PRR open for Editing, the database will lock it and prevent any
other Administrator from editing it until the lock is released.

				
DOCUMENT INFO