Break Fix Template by row13228

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									                                              Unicenter Service Desk
                                                                 USD Version R11.2


This document is tailored for analysts and encompasses common usage issues associated with the USD
ticketing software. It is assumed that analysts are familiar with the priority scale used for rating
Incidents and Requests. Information on IT Services SLA agreements and priority definitions are located
at http://home.mcis.washington.edu/amcis/services/.




Table of Contents

System Requirements ........................................................................................................................4
Access ...............................................................................................................................................4
Support .............................................................................................................................................4
Application Changes...........................................................................................................................4
Best Practices ....................................................................................................................................5
   Ticket Documentation............................................................................................................................... 6
   Priority Assignment ................................................................................................................................... 7
   Closing Confirmation................................................................................................................................. 8
   Critical Incident Help Desk Notification .................................................................................................... 9
   Group Ticket Queue Management ......................................................................................................... 10
   Ticket Transfers ....................................................................................................................................... 11
   Escalations............................................................................................................................................... 12
Profile Browser ................................................................................................................................ 13
   Accessing the Profile Browser ................................................................................................................. 14
   Information ............................................................................................................................................. 16
   Environment............................................................................................................................................ 17
   Ticket History .......................................................................................................................................... 18
   Scratchpad .............................................................................................................................................. 19
Incidents.......................................................................................................................................... 22

                                                                                                                                                              1
   Creating Incidents ................................................................................................................................... 23
   Status Codes ............................................................................................................................................ 29
Requests.......................................................................................................................................... 31
   Creating Requests ................................................................................................................................... 32
   Status Codes ............................................................................................................................................ 38
Change Orders ................................................................................................................................. 40
   Creating Change Orders .......................................................................................................................... 41
   Status Codes ............................................................................................................................................ 49
   Change Types .......................................................................................................................................... 52
Searching ......................................................................................................................................... 54
   Wildcards ................................................................................................................................................ 55
   Go Button ................................................................................................................................................ 56
   Ticket Searches........................................................................................................................................ 59
Parent / Child Tickets ....................................................................................................................... 62
   Creating Parent / Child Tickets................................................................................................................ 63
   Viewing Associations ............................................................................................................................... 64
   Closing All Child Tickets ........................................................................................................................... 65
Attachments .................................................................................................................................... 66
   Document Attachments .......................................................................................................................... 67
   URL Attachments .................................................................................................................................... 69
   Viewing Attachments .............................................................................................................................. 72
Application Customization ............................................................................................................... 73
   Scoreboard .............................................................................................................................................. 74
   Personalized Responses .......................................................................................................................... 95
Notifications .................................................................................................................................... 98
   Notification Methods .............................................................................................................................. 99
   Notification Types ................................................................................................................................. 103
   Affected End User ................................................................................................................................. 105
   Assignee Notifications ........................................................................................................................... 106
   Group Notifications ............................................................................................................................... 107
   Manual Notifications ........................................................................................................................... 110
Glossary......................................................................................................................................... 113
Appendix A: Keyboard Shortcuts ................................................................................................... 115


                                                                                                                                                              2
3
System Requirements
The Unicenter Service Desk client is accessible from Windows based PCs running Internet Explorer 6.0
SP1, Mozilla 1.7.5, or Firefox 1.5; 1.0.7 or higher.



Access
The application can be accessed directly through a web browser by utilizing the URL
https://helpdesk.uwmedicine.org or through the USD Help Desk Utility link located at
http://home.mcis.washington.edu. An active UW Medicine login ID and password is required for system
access. Individuals must be designated as analysts within the system to view the standard Analyst
interface.



Support
Application errors or usage questions should be reported to the IT Services Help Desk at
mcsos@u.washington.edu or via phone at 206.543.7012. Analyst, group, template, category,
configuration item or scoreboard query configuration requests can be made by USD request ticket to the
USD group or through the Help Desk.



Application Changes
        Version R11 of the software now supports Incidents, Requests and Change Orders. Incidents are
         used for Break / Fix events. Requests are utilized when requesting new functionality. Change
         Orders are used for Change Control and a limited set of processes with associated workflows.
        USD now uses Priority instead of Severity for determining Incident and Request response times.
         There are now four Priorities (Low, Medium, High, and Critical) in place of the old system that
         utilized five Severity levels (1-5). The Priority of an Incident is auto calculated based on the
         Impact and Urgency relayed by the Requestor.
        Incident and Request template creation has been restricted to USD Administrators. Template
         creation requests should be made through the IT Services Helpdesk.




                                                                                                       4
Best Practices

Ticket Documentation
Priority Assignment
Closing Confirmation
Critical Incident Help Desk Notification
Group Ticket Queue Management
Ticket Transfers
Escalations




                                           5
Ticket Documentation
   1) Information obtained from the customer upon ticket creation should include enough
      information to be actionable by the receiving analyst without the need to contact them for
      additional information.
   2) Closing comments should fully detail what was done to resolve the issue. Closing comments are
      often utilized to determine ticket ownership, identify recurring issues, and provide resolution
      steps. Consistently listing detailed closing comments will reduce the number of easily resolvable
      issues routed to second tier support groups.
   3) By default customers are notified via email on ticket creation and closure. Well written and
      grammatically correct text helps to present the department’s professionalism.
   4) When work has been performed on a ticket it should be documented utilizing the ‘Log Work’
      feature available from the ticket’s Activity window. When a customer is notified by external
      email or via a phone call it should be tracked using this feature.
   5) Additional information provided by the customer after ticket creation should be documented
      utilizing the ‘Log Comment’ feature available from the ticket’s Activity window.
   6) When transferring a ticket to another group or analyst the reason for the transfer should be
      thoroughly articulated.
   7) Incident tickets should be updated within one business day of the task being completed.
      Request tickets should be updated at a minimum of once per week.




                                                                                                     6
Priority Assignment
   1) When creating an Incident within the system utilize the Impact and Urgency to determine the
      appropriate Priority.
   2) When creating a Request or Change order assign the ticket Priority based on the Priority
      Definitions policy. The Priority Definitions policy can be found at
      https://home.mcis.washington.edu/amcis/services/sla.asp. If there is any doubt or question on
      priority assignments refer the ticket to the IT Services Help Desk.
   3) Incident priorities are set based on the customer impact and urgency as listed on the SLA
      definitions webpage. Impact and urgency fields should not be artificially raised or lowered to
      adjust the perceived response time or default activity notification method. If a response rate is
      required that is outside the defined SLA the receiving analyst or group oncall should be
      contacted for escalation coordination.




                                                                                                          7
Closing Confirmation
      Confirmation from the customer that an incident has been resolved should be obtained before
      closing a ticket. In the event that the customer does not respond after repeated inquiries it is
      permissible to close a ticket after giving adequate forewarning that details what is being done
      and why.




                                                                                                         8
Critical Incident Help Desk Notification
       Critical Incidents by nature are urgent and affect the UW Medicine organization in its entirety.
       This class of Incident typically requires the initiation of downtime procedures which may include
       mass notifications, updating customer facing voice response, and conference call coordination.
       When a critical Incident has been identified report it to the Help Desk by phone at 206.543.7012
       as soon as possible.




                                                                                                       9
Group Ticket Queue Management
      The manager of each group is accountable for maintaining their ticket queue. Queues must be
      monitored diligently to prevent tickets from being open in the queue without receiving
      attention.




                                                                                                10
Ticket Transfers
   1) A formal communication must take place to agree on the transfer between the original owner of
      the ticket and the new assignee; this can be done via the Comments section within the ticket
      (preferred), email, phone, or direct conversation.
   2) If there is a question regarding the appropriate category or whom the ticket should be
      transferred to, you should refer to your group manager for a decision. If it is still unclear then
      direct the ticket back to the IT Services Help Desk for the correct assignment.
   3) If a there is a disagreement about a misrouted transfer the first step is to discuss the issue with
      the original owner. If it cannot be resolved escalate it to your group manager for a decision on
      who should own the ticket. Until the disagreement is resolved the new assignee remains the
      owner of the ticket and has the responsibility to contact the customer and tactfully let them
      know that the issue is being addressed.




                                                                                                           11
Escalations
      Tickets should only be escalated if after an assessment, an issue is determined to have a broader
      scope than first thought (Server Down, Network Outage, More customers affected). Conversely,
      tickets should be de-escalated if the impact is less than originally conveyed or at the request of
      the Affected End User.




                                                                                                     12
Profile Browser


The Profile Browser provides a centralized area to view detailed information about system contacts.
Information available includes contact and organization information, environment, ticket history details,
and additional information.

The Profile Browser is divided into three panes. The left pane is the menu of the contact’s general
information, environment, and ticket history. The right pane displays the results of the menu selection.
The bottom pane shows the Scratchpad area. The Scratchpad allows the Analyst to take notes or
comments and add them into the Description section of an Incident, Request, or Change Order.

Additionally the Profile Browser provides the means to create a new ticket, populating information from
the contact record. New tickets can be created with or without utilization of a ticket template.

Accessing the Profile Browser
Information
Environment
Ticket History
Scratchpad




                                                                                                       13
Accessing the Profile Browser
   1) The Profile Browser is accessed by selecting the corresponding link from the View menu.




   2) Search for the customer utilizing the ‘Last Name’, ‘First Name’ or ‘System Login’ fields. Click the
      Search button.




                                                                                                       14
3) Select the name of the customer from the Profile Browser Contact List.




                                                                            15
Information
The Information section of the Profile Browser includes general information about the contact. This
includes the contact name, login, system access levels, phone numbers, email address and notes. To
access the Information section, select the Information link from the left hand pane within the Profile
Browser.

To update information listed for a contact select the Edit This Contact button.

Note: Analyst can only modify their own contact record and records for customers assigned the
Employee Access Type. To update an Analyst contact, create a ticket to the USD group or contact the IT
Services Help Desk.




                                                                                                         16
Environment
The Environment section of the Profile Browser details the Configuration Items owned by the contact
and the Configuration Items associated Incidents, Requests and Change Orders.

To update a contact’s Configuration Item associations, create a ticket to the USD group or contact the IT
Services Help Desk.




                                                                                                       17
Ticket History
A contact’s ticket history is available for each ticket type. Links are listed in the left pane of the Profile
Browser for the Incident History, Request History, and Change Order History. Selecting a link provides a
historical reference of tickets associated to the contact. After selecting a specific history link these
associated tickets will display in the right hand pane of the Profile Browser.




                                                                                                            18
Scratchpad
The Scratchpad section is utilized for writing ticket descriptions and creating new tickets for the selected
contact. Tickets created through the Scratchpad will auto populate with the contact’s information.

Creating Tickets

Creating Tickets from Template




                                                                                                         19
Creating Tickets

   1) Select the desired type of ticket from the Type dropdown menu. Request, Incident, or Change
      Order tickets are available.




   2) Click the New button. This will launch a new ticket window for the type of ticket selected.

   Note: Information typed in the Scratchpad text box will automatically populate in the Description
   field within the ticket. While not required, this is a useful way to gather information for a new ticket.




                                                                                                         20
Creating Tickets from Template

   1) Select the desired type of ticket from the Type dropdown menu. Request, Incident, or Change
      Order tickets are available.

   2) Click the Template field lookup.




   3) Select the appropriate template from the pick list.

   4) Click the New button. This will launch a new ticket window for the type of ticket selected with
      information populated from the template.




                                                                                                        21
Incidents

An incident is an event which is not part of the standard operation of a service and which causes or may
cause disruption to or a reduction in the quality of services and customer productivity. Incidents are
considered Break / Fix events.


Creating Incidents
Status Codes




                                                                                                      22
Creating Incidents
   1) Log into USD with your UW Medicine login and password.
   2) Select ‘New Incident’ from the File menu. The form “Create New Incident ###” opens.




   3) Choose the ‘Affected End User’ field icon. A Contact Search form will open.




   4) Type the System Login, Last Name, First Name, or a partial name into the respective search
      boxes and click the Search button.




                                                                                             23
5) Choose the appropriate name from the list. The information will automatically populate the
   Affected End User field.




6) Choose the Category field icon.




                                                                                          24
7) Expand and select the appropriate category from the selection tree. This will populate the
   Category field.




8) If the Group field is empty choose the Group field icon. A Group List selection screen will open.




                                                                                                   25
9) Select the appropriate Group from the pick list. This will populate the Group field.




10) Select both the Impact and Urgency from their respective dropdown boxes. Utilize the criteria
    outlined in the IT Services SLA agreements and priority definitions site for correct assignments.
    SLA agreements are outlined at http://home.mcis.washington.edu/amcis/services/.
                                                                                                  26
11) Enter a concise summary of the incident into the Summary textbox. Enter a thorough
    description of the incident including all symptoms, error messages, customer location, contact
    information, and troubleshooting steps already completed into the Description textbox.

   Information has now been added to all required fields. Required fields are titled in green and
   followed with an asterisk.




                                                                                               27
12) Enter the name of the Assignee in Last Name, First Name format if required.
13) Attach any documents if necessary.
14) Create child tickets or associate to a parent ticket if necessary.
15) Click the Save button.




                                                                                  28
Status Codes
Status Codes are used to reflect the state of an Incident. Proper Status Code use and assignment is
utilized to properly adhere to published Service Level Agreement response and resolution times and for
reporting, trending and Problem identification and resolution.



Closed
Closed-Unresolved
Hold
Open
Researching




                                                                                                    29
Closed

The Closed status code is applicable to Incidents and Requests and is utilized to indicate that an issue
has been successfully resolved. A ticket should not be placed in a closed state until receiving Affected
End User confirmation that it has been resolved satisfactorily.



Closed – Unresolved

The Closed-Unresolved status code is applicable to Incidents and Requests and is utilized to indicate that
an issue has not been successfully resolved and that additional work will not be performed. This code
should be utilized when a customer cannot be notified for confirmation of successful completion after
repeated attempts, if a workaround to an issue was provided and agreed to by the customer, or if there
is no viable way to facilitate the issue.



Hold

The Hold status code is applicable to Incidents and Requests and is utilized to indicate that an issue has
been reviewed by the receiving analyst and put in hold to stop the Service Level Agreement resolution
target set by the ticket Priority. Hold should be utilized when an issue is perceived to be resolved and
the customer is being contacted for confirmation or if a request is waiting on an external dependent
service.



Open

The Open status code is applicable to Incidents and Requests and is used to indicate that an issue is
Active.



Researching

The Researching status code is applicable to Incidents and Requests and is utilized to indicate that an
issue has been reviewed by the receiving analyst and is actively being worked. Selection of the
Researching status code does not stop the Service Level Agreement resolution target set by the ticket
Priority.


                                                                                                           30
Requests

Requests are petitions for new functionality. Requests are made for an increase of existing functionality
and are not used for Break / Fix events.


Creating Requests
Status Codes




                                                                                                      31
Creating Requests
   1) Log into USD with your UW Medicine login and password.
   2) Choose File>New Request. The form “Create New Request R###” opens.




   3) Choose the “Affected End User” field icon. A Contact Search form will open.




   4) Type the System Login, Last Name, First Name, or a partial name into the respective search
      boxes and click the Search button.




                                                                                             32
5) Choose the appropriate name from the list. The information will automatically populate the
   Affected End User field.




6) Choose the “Category” field icon.




                                                                                          33
7) Expand and select the appropriate category from the selection tree. This will populate the
   Category field.




8) If the Group field is empty choose the “Group” field icon. A Group List selection screen will
   open.




                                                                                             34
9) Select the appropriate Group from the pick list. This will populate the Group field.




                                                                                          35
10) Select the Priority from the corresponding dropdown box. Utilize the criteria outlined in the IT
    Services SLA agreements and priority definitions site for the correct assignment. SLA
    agreements are outlined at http://home.mcis.washington.edu/amcis/services/.




11) Enter a concise summary of the Request into the Summary textbox. Enter a thorough
    description of the request, in addition to the customer location and contact information in the
    Description textbox.

   Information has now been added to all required fields. Required fields are titled in green and
   followed with an asterisk.




                                                                                                 36
12) Enter the name of the Assignee in Last Name, First Name format if required.
13) Attach any documents if necessary.
14) Create child tickets or associate to a parent ticket if necessary.
15) Click the Save button.




                                                                                  37
Status Codes
Status Codes are used to reflect the state of a Request. Proper Status Code use and assignment is
utilized to properly adhere to published Service Level Agreement response and resolution times and for
reporting, trending and Problem identification and resolution.



Closed
Closed-Unresolved
Hold
Open
Researching




                                                                                                    38
Closed

The Closed status code is applicable to Incidents and Requests and is utilized to indicate that an issue
has been successfully resolved. A ticket should not be placed in a closed state until receiving Affected
End User confirmation that it has been resolved satisfactorily.



Closed – Unresolved

The Closed-Unresolved status code is applicable to Incidents and Requests and is utilized to indicate
than an issue has not been successfully resolved and that additional work will not be performed. This
code should be utilized when a customer cannot be notified for confirmation of successful completion
after repeated attempts, if a workaround to an issue was provided and agreed to by the customer, or if
there is no viable way to facilitate the issue.



Hold

The Hold status code is applicable to Incidents and Requests and is utilized to indicate that an issue has
been reviewed by the receiving analyst and put in hold to stop the Service Level Agreement resolution
target set by the ticket Priority. Hold should be utilized when an issue is perceived to be resolved and
the customer is being contacted for confirmation or if a request is waiting on an external dependent
service.



Open

The Open status code is applicable to Incidents and Requests and is used to indicate that an issue is
Active.



Researching

The Researching status code is applicable to Incidents and Requests and is utilized to indicate that an
issue has been reviewed by the receiving analyst and is actively being worked. Selection of the
Researching status code does not stop the Service Level Agreement resolution target set by the ticket
Priority.


                                                                                                          39
Change Orders

Change Orders are the addition, modification or removal of authorized, planned or supported service or
service component and its associated documentation.


Creating Change Orders
Status Codes
Change Types




                                                                                                    40
Creating Change Orders
   1) Log into USD with your UW Medicine login and password.
   2) Select ‘New Change Order’ from the File menu. The form “Create New Change C###” opens.




   3) Choose the Requester field icon. A Contact Search form will open.




   4) Type the System Login, Last Name, First Name, or a partial name into the respective search
      boxes and click the Search button.


                                                                                               41
5) Choose the appropriate name from the list. The information will automatically populate the
   Requester field.




6) By default the Affected End User will populate with the same name as the Requester. If the
   Affected End User needs to be changed click the “Affected End User” field icon and repeat steps
   4-6.




                                                                                               42
7) Choose the Category field icon.




8) Expand and select the appropriate category from the selection tree. This will populate the
   Category field.




9) If the Assignee’s Group or Requester’s Group fields are empty choose the ‘Assignee’s Group’ or
   ‘Requester’s Group’ field icons. A Group List selection screen will open.




                                                                                              43
10) Select the appropriate Group from the pick list. This will populate the selected field.




11) Select the Priority from the corresponding dropdown box. Utilize the criteria outlined in the IT
    Services SLA agreements and priority definitions site for the correct assignment. SLA
    agreements are outlined at http://home.mcis.washington.edu/amcis/services/.




12) Select the appropriate Change Type code from the corresponding dropdown box.

                                                                                                 44
13) Select the Requested Date/Time from the Calendar lookup field. The Requested Date/Time
    should correspond to when the Requester would like the change to be implemented into the
    production environment.




                                                                                         45
14) Enter the ‘System and Host Name’ and ‘Who is Impacted’ into their corresponding fields.




                                                                                              46
15) Enter a concise summary of the Change Request into the Summary of Change textbox. Enter a
    thorough description of the Change Request in the Description of Change textbox.




16) Selecting some Change Request categories will cause additional required questions to display
    under the Properties tab. Fields in green must be filled in before the ticket can be saved.




                                                                                             47
Information has now been added to all required fields. Required fields are titled in green and
followed with an asterisk.

17) Enter the name of the Assignee in Last Name, First Name format if required.
18) Attach any documents if necessary.
19) Create child tickets or associate to a parent ticket if necessary.
20) Click the Save button.




                                                                                           48
Status Codes
Status Codes are used to reflect the state of a Change Request. Proper Status Code use and assignment
is utilized to trend and track successful changes to the IT infrastructure and helps to facilitate the IT
Services Quality Assurance group’s mission of providing quality assurance tools, standards, processes,
and methodologies that enable IT Services to deliver high availability and continuous operations.

RFC
Approved
Cancelled
Closed
Completed
Conditionally Approved
Defective
Deferred
Denied
New
Pending




                                                                                                       49
RFC

RFC (Request for Change) is the default status code set when a Change Request is created. RFC is
analogous to the New status code and is used to indicate that a request has been made but has not
gone through the IT Services Change Control process.



Approved

The Approved status code is utilized by the Change Control group to indicate that a request has gone
through the IT Services Change Control process and has been assigned to the implementing group for
inclusion into the production environment.



Cancelled

The Cancelled status code is utilized by the Change Control group, the Affected End User or Requester to
indicate that a request was closed but not implemented.



Closed

The Closed status code is utilized to indicate that a Change Request will not go through the IT Services
Change Control Process and will not be implemented or will not go through the IT Services Change
Control Process and has been completed. The Closed status code should only be set by the Change
ticket Requester or Affected End User.



Completed

The Completed status code is utilized by Change Control group or the implementing group to indicate
that a request has gone through the IT Services Change Control process and has been successfully
implemented into the production environment.



Conditionally Approved

The Conditionally Approved status code is utilized by the Change Control group to indicate that a
request has gone through the IT Services Change Control process and has been assigned to the


                                                                                                           50
implementing group for inclusion into the production environment once outlined preconditions have
been met.



Defective

The Defective status code is utilized by the Change Control group to categorize requests that have gone
through the IT Services Change Control process, were placed into the production environment and were
defective, or had to be removed from the production environment.



Deferred

The Deferred status code is utilized by the Change Control group, the Affected End User or Requester to
indicate that a change implementation date has not been determined.



Denied

The Denied status code is utilized by the Change Control group to indicate that a request has gone
through the IT Services Change Control process and has not been approved for implementation into the
production environment.



New

The New status code is analogous to the RFC (Request for Change) status code and is used to indicate
that a request has been made but has not gone through the IT Services Change Control process.



Pending

The Pending status code is utilized by the Change Control group to indicate that the request is in a
review state or is pending manager approval.




                                                                                                       51
Change Types
Change Types are specific to Change Requests and are used to categorize the type implementation.
Proper categorization is used in trending and reporting on production environment change successes
and failures.

Enhancement
Break Fix
Maintenance
New Service




                                                                                                     52
Enhancement

The Enhancement Change Type is utilized to classify production changes that will add new functionality
or modify existing functionality.



Break Fix

The Break Fix Change Type is utilized to classify production changes that will add fixes for identified
failures.



Maintenance

The Maintenance Change Type is utilized to classify production changes to existing systems considered
maintenance related.



New Service

The New Service Change Type is utilized to classify new services, systems or project implementations for
inclusion into the production environment.




                                                                                                          53
Searching


Search forms can be accessed through use of the search dropdown on the upper right hand corner of
the main USD and ticket screens, and through the items listed on the Search menu. Additionally,
reference data within the system can be searched.



Wildcards

Go button

Ticket Searches




                                                                                                    54
Wildcards
USD supports the use of wildcards in all lookup fields. Supported wildcards include the % sign and the _
character.

The % sign is used as a wildcard for multiple characters. For example, searching Last Names using J%
would return a list of all contacts whose Last Name started with the letter J.

The _ sign is used as a wildcard for single characters. For example, searching First Names using _e_
would return a list of all contacts whose First name is three characters long with the middle character
being an e.




                                                                                                          55
Go Button
The Go Button Search box is available from the main USD screen and all ticket windows. The Go button
is useful when specific information, such as ticket number or user specific information is available.
Because wildcards can be used the Go Button Search box can still be utilized if partial information is
known.




Incident
Change
Knowledge
Document by ID
User by ID
User by Phone
User by Name




                                                                                                    56
Incident

This is used to search for Active or Inactive Incident tickets. The Incident number of the ticket must be
entered exactly to return a single result. The % or _ wildcards can additionally be used to narrow the
number of results.



Request

This is used to search for Active or Inactive Request tickets. The Request number of the ticket must be
entered exactly to return a single result. The % or _ wildcards can additionally be used to narrow the
number of results.



Change
This is used to search for Active or Inactive Change Order tickets. The Change Order number of the
ticket must be entered exactly to return a single result. The % or _ wildcards can additionally be used to
narrow the number of results. All Change Order tickets numbers are prefaced with the letter C.



Knowledge
This is used to search for Knowledge Articles by keyword. If multiple keywords are entered and one or
more match the contents of a Knowledge Article a result will be returned. It is not necessary to utilize
wildcards when performing a Knowledge Search.


Document by ID
This is used to search for Knowledge Articles by the Document ID. The Document ID of the Knowledge
Article must be entered exactly to return a result. Wildcards cannot be used when searching by
Document ID.


User by ID
This is used to search for active contact records by System Login. The System Login of the contact must
be entered exactly to return a single result. The % or _ wildcards can additionally be used to narrow the
number of results.



                                                                                                        57
User by Phone
This is used to search for active contact records by Phone Number. The Phone Number of the contact
must be entered exactly to return a single result. The % or _ wildcards can additionally be used to
narrow the number of results.


User by Name
This is used to search for active contact records by Name. Information must be entered in Last Name,
First Name format. The % or _ wildcards can additionally be used to narrow the number of results.




                                                                                                       58
Ticket Searches
Tickets can be searched with granularity by utilizing the Incident, Request and Change Order screens
available from the Search menu. Assignment Status, End User Name, Assignee, Group, Priority, Open
Date, and Summary are a few examples of search filters that can be applied.




There are three types of search fields available within USD. The first is a lookup field and is denoted
with a magnifying glass icon. Selecting the magnifying glass will launch a search screen that can be used
to narrow the scope of the selection list.




                                                                                                       59
Selecting a list menu icon, denoted by the plus sign icon, will launch a pick list in tree format. Selection
of an entry from the pick list will populate the field.




                                                                                                           60
Selecting a calendar menu icon, will launch a Date Menu Helper screen. Selection of a date and time will
populate the field.




                                                                                                     61
Parent / Child Tickets

Parent and Child tickets are used to group incidents, requests or change orders. This Parent / Child
linkage is logged within each associated ticket. Having this association provides a visual mechanism to
quickly assess an issue’s impact and allows readily available access to related ticket reference data.

Because Parent and Child tickets are used for ticket grouping they are utilized to document work done
on a single issue that is either reported by many people or that is multi-part and involves work to be
performed by numerous groups within USD.

In the case of a single issue reported by multiple end users, when the primary source of the issue is
resolved the Parent ticket can be closed, then all Children can be closed in a single step, all with the
same closing comments. This provides significant time savings over having to enter the closing
comments into each ticket individually.

In the case of a multi-part ticket, Child tickets are spawned from the Parent for a subset of work to be
performed. Once all subsets of the work have been completed, the Parent is closed.



Creating Parent / Child Tickets
Viewing Associations
Closing All Child Tickets




                                                                                                           62
Creating Parent / Child Tickets
   1) Perform the steps to create and save a ticket as outlined in the Creating Incidents, Creating
      Requests, or Creating Change Orders sections of this document.

   2) Create another ticket of the same type (i.e. Incident, Request, Change Order) but do not click
      the Save button.

   3) Select the Parent/Child tab. In the Parent field, enter the number of the ticket created in Step 1.
      Click the Save button. The ticket created in step one is now designated as the Parent ticket to
      the Child ticket created in Step 2.




                                                                                                       63
Viewing Associations
   1) Perform the steps to search for and open an Incident, Request, or Change Order ticket as
      outlined in the Searching section of this document.

   2) After accessing the ticket, click on the Parent / Child tab to view applicable Parent/Child
      associations. If the selected ticket is a Child, the Parent ticket will be listed in the Parent section.
      Alternately, if the selected ticket is a Parent, the Child ticket(s) will be listed in the Child section.




                                                                                                             64
Closing All Child Tickets
   1) Perform the steps to search for and open a Parent Incident, Request, or Change Order ticket as
      outlined in the Searching section of this document.

   2) Select ‘Close All Children’ from the Activities menu.

   3) Enter closing comments into the Remarks section.

   Note: These remarks will be listed as the closing comments for each Child ticket. Click the OK
   button.

   Note: Using the ‘Close All Children’ option only closes the Child tickets. The Parent ticket will keep
   the same status previously designated.




                                                                                                            65
Attachments

Most files can be attached to an Incident, Request or Change Order in USD. If the attached document is
viewable through your web browser, it will open automatically in that browser. If it cannot be viewed
this way, you will be prompted to save the file locally.


Document Attachments
URL Attachments
Viewing Attachments




                                                                                                    66
Document Attachments
   1)   Perform the steps to create a ticket as outlined in the Creating Incidents, Creating Requests, or
        Creating Change Orders sections of this document but do not click the Save button.
   2) Select the Attachments tab.




   3) Click the ‘Attach Document’ button.




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4)   Click the Browse button.




5) Browse to the location of the file. Double click the file to attach.
6) Enter a Name and Description into the respective text boxes.
7) Click the Upload button to insert the file.
8) If the file has uploaded successfully, you will receive a confirmation dialog box. Select OK to
   return to the ticket.
9) Select the Save button to finish creating the ticket.


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URL Attachments
   1) Perform the steps to create a ticket as outlined in the Creating Incidents, Creating Requests, or
      Creating Change Orders section of this document but do not click the Save button.
   2) Select the Attachments tab.




   3) Click the ‘Attach URL’ button.




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4) Enter the fully qualified URL of the desired website into the URL textbox. Include the
   appropriate http:// or https:// markup before the resource name.




5) Enter a Name and Description into their respective text boxes.
6) Click the Save button.

7) Click the ‘Close Window’ link to return to the ticket.


                                                                                            70
8) Click the Save button to finish creating the ticket.

Note: Attaching a URL only provides a link to the specified site. No content from the site is saved
within USD.




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Viewing Attachments
   1) Perform the steps to search for and open an Incident, Request, or Change Order ticket as
      outlined in the Searching section of this document.

   2) Click the Attachments tab to display documents and URLs attached to the ticket.

   3) To view a document or URL, click on the corresponding link on the Document column




                                                                                                 72
Application Customization

Scoreboard
Personalized Responses




                            73
Scoreboard
The Scoreboard is an interface available on the left hand pane of the main USD screen that is used to
display the number of incidents, requests, change orders, callbacks, knowledge documents, and tasks
assigned for the logged in analyst and their group(s). Also visible are the enterprise counts for assigned
and unassigned incidents, requests and change orders.
Each Scoreboard entry represents a query against the data in the USD database. There are numerous
pre-built queries available to add to the Scoreboard. Additionally, custom Scoreboard queries can be
created by the USD Administration team for use on the Scoreboard.




Viewing Results
Update Counts
Scoreboard Graphs
Modifying Folders and Queries


                                                                                                        74
Viewing Results
To view a list of the results of any of the categories displayed in the Scoreboard, click the category, and a
summary of the items in that category appears in the right hand list area.




                                                                                                          75
Update Counts
To update the counts that are currently displayed in the scoreboard, click the Update Counts button.
Scoreboard counts will refresh regardless every five minutes.




                                                                                                       76
Scoreboard Graphs
The Scoreboard allows the capability to graph the results of multiple queries. Right click a folder object
in the Scoreboard and select Graph Items to initiate a bar graph display of the folder’s contents. Results
can be displayed in Bar or Pie graph formats.




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78
Modifying Folders and Queries
The Scoreboard can be customized by adding, moving or deleting queries and folders.



Accessing the Customize Scoreboard Screen
Adding Folders
Nesting Folders
Adding Query Nodes
Renaming Query Nodes
Deleting Items




                                                                                      79
Accessing the Customize Scoreboard Screen
   1) Select ‘Customize Scoreboard’ from the File menu




                                                         80
Adding Folders

   1)   Access the Customize Scoreboard Screen.

   2) The left hand pane of the Customize Scoreboard screen is a representation of the current folder
      and query structure of the Scoreboard. Click on an existing folder. The new folder, once
      created, will display beneath the folder selected.




   3) Enter the folder name into the ‘Folder Label’ textbox. Click the ‘Add New Folder’ button.




                                                                                                   81
Note: The New folder will now be displayed on the left hand Scoreboard tree.




                                                                               82
4) Click the Finished button for the changes to take effect.




                                                               83
Nesting Folders
Scoreboard folders can be nested within existing folders to help with categorizing queries.



    1) Access the Customize Scoreboard Screen.

    2) Click on the plus sign next to an existing folder, and then click on the folder itself. The new
       folder, once created, will display nested beneath the folder selected.




    3) Enter the folder name into the ‘Folder Label’ textbox. Click the ‘Add New Folder’ button.


                                                                                                         84
Note: The New folder will now be displayed on the left hand Scoreboard tree.




                                                                               85
4)   Click the Finished button for the changes to take effect.




                                                                 86
Adding Query Nodes
   1) Access the Customize Scoreboard Screen.

   2) Click the ‘Node’s Stored Query’ field lookup.




   3) Click the Search button from the Stored Query Search screen.




                                                                     87
4) Select the query node to add to the Scoreboard from the Stored Query list selection window.

   Tip: If the query to add does not exist in the Stored Query List create a request ticket to the USD
   queue to have it added.




                                                                                                   88
5) The ‘Node’s Stored Query’ and ‘Node Label’ will populate from the selection. Update the Node
   Label field to something more descriptive if necessary.




                                                                                              89
6) The left hand pane of the Customize Scoreboard screen is a representation of the current folder
   and query structure of the Scoreboard. Click on an existing folder. The new query node once
   associated will display beneath the folder selected.




                                                                                                90
7)   Click the ‘Add New Node’ button.

     Note: The New folder will now be displayed on the left hand Scoreboard tree.




                                                                                    91
8) Click the Finished button for the changes to take effect.




                                                               92
Renaming Query Nodes
   1) Access the Customize Scoreboard Screen.

   2) Select the Query to be renamed from the left hand pane of the Scoreboard Customization
      screen.




   3)   Rename the Query Node from the ‘Selected Node’s Label’ textbox. Click the ‘Update Item’
        button.

   4) Click the Finished button for the changes to take effect.




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Deleting Items

   1) Access the Customize Scoreboard Screen.

   2) Select the Query Node or Folder to be deleted from the left hand pane of the Scoreboard
      Customization screen. Click the ‘Delete Selected Item’ button.




   3) Click the Finished button for the changes to take effect.




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Personalized Responses
Personalized Responses are saved text messages that can be used as, or appended to a ticket’s closing
comments. Personalized Responses are typically used to provide instructions for common issues and to
provide standard greeting or signature blocks. Utilizing Personalized Responses saves time and provides
the Affected End User with consistent, detailed information.

Creating Personalized Responses

Using Personalized Responses




                                                                                                     95
Creating Personalized Responses

   1) Select New Personalized Response from the File menu.

   2) In the Name field, enter a unique name for the Personalized Response.

   Note: Personalized Response names must be unique within USD. Prefacing your Personalized
   Response names with your UW Medicine login will ensure uniqueness.

   3) In the Response field, enter the text to be included in the Personalized Response. Click the Save
      button.




                                                                                                     96
Using Personalized Responses

   1) Perform the steps to create a ticket as outlined in the Creating Incidents, Creating Requests, or
      Creating Change Orders section of this document.
   2) Select Update Status from the Activities menu.

   3) Select the desired response from the Personalized Response dropdown menu.

   4) Click inside the Reason for Status Change box to insert the response. Make any other desired
      changes to the ticket and click the Save button.

   Note: The contents of that response will be populated in the Reason for Status Change box. You may
   make further changes to the Reason for Status Change, if necessary.




                                                                                                      97
Notifications

Notifications in USD are used to let a Group, Assignee, or Affected end User know that an event has
occurred. Events that can generate an automatic notification include ticket Open or Reopen, Transfer,
Escalation or De-escalation, and Close. Additionally Analysts can send out a Manual Notification to
inform a contact and to log the action within a ticket. Currently USD supports notifications by email or
alphanumeric pager.


Notification Methods
Notification Types
Affected End User Notifications
Assignee Notifications
Group Notifications
Manual Notifications




                                                                                                       98
Notification Methods
Notification Methods are mediums in which a notification can be sent when a Notification Type event
has occurred. The Notification Methods in use in USD are Email, PageOnAll, PageOnHigh, and <Empty>.


Email
PageOnAll
PageOnHigh
<Empty>




Email




                                                                                                 99
Email is the default Notification Method in use on Employee contact records when an Open / Reopen or
Close Notification Type event has been invoked. It is also the default Notification Method in use on
Analyst contact records for the Close Notification Type.

If an Email Notification Method has been configured it will apply on Incidents, Requests and Change
Orders.

In order for an email to be successfully sent to the recipient a valid email address must be listed in their
active USD contact record.




PageOnAll

The PageOnAll Notification Method is used to text page the recipient with the ticket details when an
Incident with a Priority of Low, Medium, High or Critical has been assigned.

If a PageOnAll Notification Method has been configured it will apply to Incidents tickets only. Pages will
not occur when an event occurs on a Request or Change Order.

In order for a page to be successfully sent to the recipient a valid Pager Number and Pager Email
Address must be listed in their active USD contact record.



                                                                                                         100
In addition to the page a supplemental email will be sent to the contact if the contact’s Email Address is
populated with a valid address.




PageOnHigh

The PageOnHigh Notification Method is used to text page the recipient with the ticket details when an
Incident with a Priority of High or Critical has been assigned.

PageOnHigh is the default Notification Method in use on Analyst contact records when an Open /
Reopen, Transfer, or Priority Change Type event has been invoked. If a PageOnHigh Notification
Method has been configured it will apply to Incidents tickets only. Pages will not occur when an event
occurs on a Request or Change Order.

In order for a page to be successfully sent to the recipient a valid Pager Number and Pager Email
Address must be listed in their active USD contact record.

In addition to the page a supplemental email will be sent to the contact if the contact’s Email Address is
populated with a valid address.



<Empty>

                                                                                                       101
If a Notification Type has been set with the <Empty> Notification Method no event will be triggered.
<Empty> is the default Notification Method in use on Employee contact records when a Transfer or
Priority Change Notification Type event has been invoked.




                                                                                                       102
Notification Types
Notification Types are triggers used to initiate a Notification Method when an event on a ticket occurs.
The Notification Types in use in USD are (On Ticket) Open, Transfer, Priority Change, and Close.
On Open
On Transfer
Priority Change
On Close
Notification Types are associated to all USD contacts within the Contact Record screen. Each
Notification Type has an associated Notification Method value. Each value determines how the
individual will be notified when an event has occurred.




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On Open

The Notification Method selected for the ‘On Open’ Notification Type is applied when a ticket is Opened
or Reopened.


On Transfer

The Notification Method selected for the ‘On Transfer’ Notification Type is applied when a ticket is
transferred to another Group or Assignee.


Priority Change

The Notification Method selected for the ‘Priority Change’ Notification Type is applied when a ticket is
escalated or de-escalated.


On Close

The Notification Method selected for the ‘On Close’ Notification Type is applied when a ticket is closed.




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Affected End User
Notifications are sent to the Affected End User based on their contact record Notification Method
configuration. By default customers are set to receive an email notification when a ticket is Opened or
Reopened, and when a ticket is set to Closed.

An Affected End User will not receive a page on a Notification Event, regardless of their Notification
Method configuration. Paging events are only applicable to Incidents for Groups and Assignees.




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Assignee Notifications
Notifications are sent to the Assignee based on their contact record Notification Method configuration.
All Assignees must be granted the Analyst Access Type. By default Analysts are set to receive an email
notification when a ticket is set to Closed and a text page when a High or Critical Incident is Opened,
Reopened, or Transferred. Additionally a text page will be generated when an Incident ticket is
escalated to a High or Critical Priority, or de-escalated from a Critical to a High Priority.




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Group Notifications
Notifications are sent to a Group based on its contact record Notification Method configuration. By
default Groups are not set to receive notifications on any ticket event.


Autopage Integration
Group Notify Option




Autopage Integration

If a USD group has a corresponding group in Autopage the group’s contact record can be configured to
page the group’s oncall.
    1) Search for and open the Group’s Contact Record in Edit mode.
    2) Very that the ‘System Login’ field is populated with the Group Name as listed in Autopage.
    3) Verify that the Group’s Notification Methods are configured as required. A typical configuration
       for a group notification is PageOnHigh for incident ticket Open or Reopen, Transfer and Priority
       Change.
    4) Enter <Autopage Group Name> “on call” into the ‘Pager Number’ field (e.g. test on call). Click
       the Save button.




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Group Notify Option

Within a Group Contact Record there is an option called the Notify Flag. This option can be turned on or
off for each Group Member. Turning on this flag applies the configured Notification Types for the group
in addition to the Notification Types configured for the Group Member. If a ticket is created for the
group the Analyst is in, even though the analyst is neither the Affected End User nor Assignee, they will
receive the notification as configured in the Group Contact Record. If the ticket was created for the
group and the Analyst was the Affected End User or Assignee they would receive both notifications.


    1) Search for and open the Group’s Contact Record in Edit mode.
    2) Select the Members tab. Check the Notify box next to the Analyst you want to configure the
       group notification for.
        In order to modify Notify access a contact must be assigned the SuperAnalyst or Administrator
        Access Type. Requests for modifications can be made by creating a Request ticket to the USD
        group.
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109
Manual Notifications
A Manual Notification is a function used to send any USD contact a page or email from within an existing
ticket. The notification history is automatically logged within the ticket Activity tab.



    1) Perform the steps to search for and open an Incident, Request, or Change Order ticket as
       outlined in the Searching section of this document.

    2) Select ‘Manual Notify’ from the Activities menu.

    3) Click the ‘Add Recipient’ button.




    4) Search for the account to notify.

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5) Highlight the contact to notify and click the button with the double right facing arrows. Click the
   OK button




Note: Multiple individuals can be notified by selecting the Search button and repeating steps 4, 5.

6)   Select the Notification Method from the corresponding dropdown box. Available options are
     Email, PageOnHigh and PageOnAll. Selecting Email with notify the recipients regardless of the
     Priority. Selecting PageOnHigh and PageOnAll will both page and email the recipients regardless
     of the ticket Priority.


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Note: In order for a notification to be successfully sent the recipient’s contact record must be
populated with a correct email, pager and pager email address.

7)   Select the Internal checkbox if you want the logs on the ticket’s Activities tab to only be
     available to USD Analysts or Administrators.

8) Update the Message Title and/or Message Text if applicable. Click the Notify button.




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Glossary

Access Type
Indicates the system access level assigned to a contact. Access types can be set to Administrator,
Analyst, Knowledge Engineer, Knowledge Manager, Employee, or Super Analyst.


Change Order
Change Orders are the addition, modification or removal of authorized, planned or supported service or
service component and its associated documentation.


Data Partition
Data partitions are subsets of the database with restricted access to data records, based on their
content.


Notification Method
Notification Methods are mediums in which a notification can be sent when a Notification Type event
has occurred. The Notification Methods in use in USD are Email, PageOnAll, PageOnHigh, and <Empty>.


Notification Type
Notification Types are triggers used to initiate a Notification Method when an event on a ticket occurs.
The Notification Types in use in USD are (On Ticket) Open, Transfer, Priority Change, and Close.


Incident
An incident is an event which is not part of the standard operation of a service and which causes or may
cause disruption to or a reduction in the quality of services and customer productivity. Incidents are
considered Break / Fix events.


Request
Requests are petitions for new functionality. Requests are made for an increase of existing functionality
and are not used for Break / Fix events.



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Scoreboard
The Scoreboard is an interface available on the left hand pane of the main USD screen that is used to
display the number of incidents, requests, change orders, callbacks, knowledge documents, and tasks
assigned for the logged in analyst and their group(s). Also visible are the enterprise counts for assigned
and unassigned incidents, requests and change orders.


SLA
An SLA is a formally negotiated agreement between two parties. It is a contract that exists between
customers and their service provider, or between service providers. It records the common
understanding about services, priorities, responsibilities, guarantee, and such—collectively, the level of
service.




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Appendix A: Keyboard Shortcuts

Tab              Focuses on the next field Initiates auto fill for a lookup field.

Shift + Tab      Focuses on the previous field. Initiates auto fill for a lookup field.

Alt+Up Arrow     On a detail form of search filter, focuses on the header of the current field if a
                 hyperlink. If not a hyperlink it focuses on the field above the current field.

Alt+Down Arrow   On a detail or search filter, focuses on the field below the current field.

Right Arrow      On a hyperlink with a context menu, displays the context menu.


Left Arrow       In a context menu, closes the menu.

Shift+PageUp     Focuses on the first field of a form. When used in the scoreboard, shifts the focus
                 to the main form.

Shift+Home       Same as Shift+PageUp except in a text entry box where it will select all text from
                 the cursor to the beginning of the line.

Shift+Page       Focuses on the last field of the form. If the focus in on the last item in a filter of
Down             edit in list form and list is displayed, shifts the focus to the last item in the list
                 .Scroll through topics in a list.

Shift + End      Works the same as Shift+Page Down except in a test entry box, where it will select
                 all text from the cursor to the end of the line.

Alt+x            Focuses on the scoreboard.

Alt+Letter       Activates the button or menu with the underlined letter.

Alt +Number      Shows the notebook tab with the underlined number and focuses on its first field.

Alt+g            Focuses on the Go button input field.




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