New Help Desk (HD) Trouble Ticket Form

OA’S ENTERPRISE IT HELPDESK INTERFACE DESCRIPTION Version 2 12/3/2002 Trouble Ticket Form Description Document Page 2 of 15 Trouble Ticket Form Description Document New Help Desk (HD) Trouble Ticket Form 1 2 3 4 5 6 7 8 9 This is the initial form that you will use to create a trouble ticket. The HD:Troubleticket (New) will track requester, user, ticket work log, ticket assignment, call history and the resolution of the problem. These tickets can later be searched upon or entered into a knowledge base to assist with future resolutions. New Help Desk (HD) Trouble Ticket Form Page 3 of 15 Trouble Ticket Form Description Document 1 1A 1B 1C 1D 1A Agency ID: This is a drop down box that contains the abbreviations of the help desk agencies. By default, it will be filled in with the current agent’s agency ID and grayed out. Agency Name: This text box displays the agency or organization name that corresponds with the agency ID (Yellow Box 1A) Ticket Number: This is where the system generated ticket number will be displayed after you save the ticket information. This number is important when troubleshooting and searching for past tickets. This field is locked down and data cannot be entered. Original Ticket Number: This is a temporary field used to capture ticket information from old pre-existing Remedy servers. You cannot enter data into this field and it will be removed in the near future. 2B 2C 2D 2E 1B 1C 1D 2 2A 2F 2G 2H 2I 2A Adding to Incoming Call Tally: This field is used to track the number of related calls the helpdesk received based on this ticket. The default value for this field is 1, to account for the initial call the ticket was created from. The option is unavailable until the ticket is saved and closed. Once opened there will be a red plus sign, if it is clicked this will add another counter into the tally. Page 4 of 15 Trouble Ticket Form Description Document 2B Call Queries: This button will open a new form called “Search HD:Callquery”. This form will be explained later in (Fill in document name). It is used to query your old, new and related tickets so you can remain informed on remedy tickets related to you. (NOTE: This does not close your existing screen, it just pushes it to the background of the remedy application.) View Survey: If this option is available then…. Print Ticket Report: This button will call up your print dialogue box. At this time you can choose your destination printer, the copies and other unique printer specific Properties. Quick Call: Depending on the Agency ID, the Quick Calls are an expedient way to fill out a Trouble Ticket. They take commonly reported calls and pre-fill fields with information to help accurately report common problems and decrease the time it takes to report similar agency or state wide problems. Create New Trouble Ticket: This button allows the agent to quickly call up a new HD: TroubleTicket. (This does not close your existing screen; it just pushes it to the background of the remedy application.) Create Related Ticket: This button allows for another way to create a new ticket. It creates a new ticket with the same Requester information, puts the requesters information in the various assigned fields on the Requester Information form and their name in the assigned to and call source information in the assignment Information form but clears out all other ticket fields for new data entry. (This button is hidden on ticket creation but becomes available after the initial saving of the ticket.) Create Duplicate Ticket: This button allows for another way to create a new ticket. This keeps the information for Category, Type, Item, Call Status, Call Description and training issue choice. It clears all other fields for new data entry. (This button is hidden on ticket creation but becomes available after the initial saving of the ticket.) Wrong Number: This button accounts for wrong numbers within the system. If an agent gets a call and opens a ticket it is best practice to mark the ticket as a wrong call for tracking purposes. (This button is not available to all users it might be hidden depending on the request from the various entities) 2C 2D 2E 2F 2G 2H 2I Page 5 of 15 Trouble Ticket Form Description Document Information Form: 3 3A 3D 3E 3B 3C 3A Requester: The requester field is used to identify the Caller of the helpdesk ticket (not necessary the user/individual of the problem.) There are a few ways to enter the requester in the field. You can left click on the drop down arrow and either scroll down to choose the name or start typing the last name until it is displayed in the list and then choose the name. You can also type in the full requesters name in the (Last name, First name) field and press enter. Another way would be to type in either their first or last name and hit enter and then choose the name from the list. Requester Information Fields:        Login Name (Blank field needs manually entered) Employee ID Phone Number and Ext Caller Email Department/Bureau Site Address, City, State, Zip 3B The above text fields are grayed out. Their data is dependent on the selection made in the requester field and will be filled out with data pertaining to the requester. The only exception to this is the Login name which needs manually completed. Page 6 of 15 Trouble Ticket Form Description Document 3C Status Table: In this small table will be the Tickets associated with the requester chosen in the requester field. This information in only refreshed on the selection of the requester the first time or if the field is right clicked and the refresh option is chosen. Requester Details: This button will bring up a grayed out form that has all the requester information, much like the original information screen. There are a few new fields and options of this screen, such as site info, network info and survey info. If any of the information pertaining to the caller is incorrect there is a button on the top of the screen called Update Caller Information. This button will change the screen from the gray color to green, at that time the data within the screen can be edited to show recent changes or additional information. Changes must be saved via the save button in the upper right hand corner of the form. Email Caller: This button will allow the agent working on the ticket to send an email to the caller who’s name is in the requester field. 3D 3E Page 7 of 15 Trouble Ticket Form Description Document User Information Form: 4A 4 4B 4D 4C 4A User: The User field is used to identify the person who is having the problem of the helpdesk ticket (not the person entering the ticket or the caller.) There are a few ways to enter the User in thefield. You can left click on the drop down arrow and either scroll down to choose the name or start typing the last name until it is displayed in the list and then choose the name. You can also type in the full User name in the (Last name, First name) field and press enter. Another way would be to type in either their first or last name and hit enter and then choose the name form the list. User Information Fields:       Employee ID Phone Number and Ext Caller Email Department/Bureau Site Address, City, State, Zip 4B The above text fields are grayed out. Their data is dependent on the selection made in the User field and will be filled out with data pertaining to that User. 4C 4D Status Table: In this small table will be located the Tickets associated with the User chosen in the User field. This information in only refreshed on the selection of the User the first time or if the field is right clicked and the refresh option is chosen. User Information: Page 8 of 15 Trouble Ticket Form Description Document This button will bring up User information, much like the original information screen. This screen is to add additional users to the list or edit existing user information. There are a few new fields and options on this screen, such as site info and network info. Changes must be saved via the save button in the upper right hand corner of the form. Call Information Form: 5 5A 5B 5J 5C 5D 5K 5E 5L 5F 5G 5H 5I 5A Category: This is a mandatory field that will establish what type of Types and Items that can be selected from the field below it along with determining the group that the ticket will be assigned to. . These Categories are created by the corresponding tier II groups that support them. (Manual entry into this field will cause the ticket to become lost, a selection for the list menu is required.) Type: A mandatory Field that is dependent on the Category chosen. It will further break down the problem. The Type chosen will affect the choice for the Item selection. (Manual entry into this field will cause the ticket to become lost, a selection for the list menu is required.) Item: A mandatory Field that is dependent on the Type field for the information that is displayed. The item is the lowest level of break down to track the problem. 5B 5C Page 9 of 15 Trouble Ticket Form Description Document (Manual entry into this field will cause the ticket to become lost, a selection for the list menu is required.) 5D Call Description: This is a one sentence description of the problem. It should be short and to the point. (This field is limited to 128 Characters) Details: This is a paragraph that will elaborate on the Call description. It should contain a descriptive paragraph or paragraphs that details what is known about the problem. After the Initial Submission this field should not be edited or additional information added. (This field does not have a character limit.) Call Work Log: This is the field used to track the actual work and progress made on the ticket. It is an ongoing log which tracks who worked on the ticket and when, by recording in each entry the persons name and the time they worked on the ticket with each log entry. When the data has been entered into the log and saved, it cannot be removed or edited. (This field does not have a character limit.) The book button beside the Call work log box allows you to open a text box to type the data into versus typing directly in the call work log box. Knowledge Base: The knowledge base section is comprised of two sections, a Search text box (Limited to 50 Characters) and a Search Knowledge Base Button. You enter the criteria you would like to search the knowledge base for and then click the Search knowledge base button. A new form will display pushing your old form to the background. The top of the new form will list all the matches of the search; you can look amongst this selection to see if a solution to your problem can be found. If there is no matching selection to your search you will get a no matching message. You can try to change your search criteria to re-search the knowledge base. Attachments: This feature allows you to attach files , which are associated to the problem of the trouble ticket. This allows other Tiers to utilize the information to resolve the ticket. This field’s current capacity is 4 separate files, each 2.2MB in size. (NOTE: Currently attachments cannot be passed between Tiers. This is currently only available within the Tier the ticket was created at – However, the critical enhancements will address this issue and will pass attachments between tiers) Time Spent/ Total Time Spent: The time spent is a manually entered Field used to track the time spent by an agent on the ticket. This requires the agent to manually track their time with the ticket and to enter that time. The Total Time spent will automatically take the Time spent field and add it (to the existing time in the Total Time spent Field) and 5E 5F 5G 5H 5I Page 10 of 15 Trouble Ticket Form Description Document calculate the Total Time spent on successfully saving the ticket. This must be numerical value, otherwise an error will be generate upon an attempt to save the ticket. 5J Tier 1 TT# / Tier 2 TT#: These fields are not shown on an original ticket, they will be unhidden once a ticket is saved initially. These two fields track the corresponding ticket numbers to the ticket from both Tier 1 and Tier 2 as they are generated. They are autopopulated so information cannot be manually entered. Depending on the Tier you reside or the tier in which the ticket was created and assigned, you will only see the other tiers ticket number. Training Issue: This is a yes and no option which tracks if the problem might be related to lack of proper training. Spell Check: This button is linked to the work log and requires you to have Microsoft word installed on you computer to function. It will function much like spellcheck in word and prompt you to correct your spelling mistakes. The Work Log field, Call Description, and Details fields are currently the only fields the spell check will survey for errors. 5K 5L Page 11 of 15 Trouble Ticket Form Description Document Assignment Information Form: 6 6A 6G 6B 6H 6C 6D 6E 6F 6A Call Source: The drop down menu is to log how the call was taken; the choices can vary depending on the Agency the agent is requesting through. Assigned to Group: This is an important field that indicates the Group the ticket is assigned to. Some of the values within this field are dependent on the agency ID but there will always be a Tier 1 Helpdesk and a Tier 2 Helpdesk option. When a choice of Tier 2 Help Desk is made, a dialogue box will prompt you to choose the group to receive the notification on updates to the ticket. (NOTE:: You have to set the assigned to Group before you set the Call status. Changes to the Assigned to Group field will automatically make changes to the Call status field and set the value back to Assigned) Assigned to: . The group that the ticket is assigned to can choose a person from the drop down list that is assigned to the ticket. This assists other agents looking at the ticket to know who is assigned to a particular ticket. Assignment Level: Corresponds with the person in the assigned to field, this specifies what level within the tier the person is assigned to. 6B 6C 6D Page 12 of 15 Trouble Ticket Form Description Document 6E Assignee Information: A gray screen will appear with information pertaining to the person in the assign to field. It tells you information like status, availability, contact information and group assigned. (NOTE: This information can only be edited by Remedy Administrators) 6G Add an Assist: This button will call up an additional form (HD:Assists) where you can choose the person that assisted you with the closing of this call. (Called and assist) The name is then displayed in the status table at the bottom of the screen. The reason for completing an assist is to list other possible resources a person could go to which help close a certain problem. 6H Priority: This is a very important field. This drop down will indicate what severity a problem is prioritized at. Notifications by email are based on the priority. The Priorities are Low, Medium, High and Urgent. 6F Call Status: The call status is a menu selection indicating what is happening to a ticket. The values are: New, Assigned (There will be a reassigned value when the critical enhancements are completed), Pending, Work in Progress, Resolved and Closed. (NOTE: The Status values are in the colors they will appear in the various tables throughout remedy) Page 13 of 15 Trouble Ticket Form Description Document Call History Form: 7A 7 7B 7E 7C 7D 7A Submitter: This field is automatically populated with the user logged into the remedy system generating the particular ticket. The name will match your Remedy Log-in name. Last-Modified-By: The name of the last person or process that updates the ticket will be listed in this field. (NOTE: AR_ESCALATOR is the Remedy workflow process that updates some remedy tickets) List Call History: List call history is only available after a ticket is saved and after the ticket has been assigned. It is used to track the time and date of the various reassignments that the ticket might go through its life cycle. Closed By: This field will list who actually closed the ticket. The field cannot be entered in and will auto populate with the user logged in which actually closed the ticket. Time Tracking Fields: These fields capture the various times and dates the ticket passes through in its life cycle.       Create-Date Modified-Date Received Time Due Time Assigned to Level 2 Time Pending 7B 7C 7D 7E Page 14 of 15 Trouble Ticket Form Description Document    Resolve Time Close Time Create Date Only Resolution Form: 8A 8 8B 8C 8A Resolution Type: This is a drop down menu listing several selections of ways the problem was resolved. These selections may vary depending on the Agency ID in which the submitter of the ticket resides. This is a Mandatory field and must be filled in before the ticket can be successfully closed. Resolution: This field can contain up to 5000 Characters. It is used for writing a Brief but complete synopsis of the resolution to fix the problem. (NOTE: By default if the Resolution field does not have a value the last 500 characters entered into the work log are copied to the resolution field on the call status being changed to close. This last line might not be adequate to describe the resolution, so the resolution field might need edited.) Add to Knowledge Base: This button will open the HD: knowledgebase form. This form is used to submit problem resolutions into a knowledge base, so other agents can query the knowledge base for past resolved problems and their remedies. 8B 8C Page 15 of 15