BMC Service Desk Express User Guide

ServiceDeskExpress
SupportP ractices/ BMCServiceDeskExpress UserGuide
http://www.ccs.uottawa.ca/professionals/supportmagic/
ServiceDeskExpress
1. 1.1
Basics DevelopingAndMaintainingMeaningfulRecords
BMCServiceDeskExpressistheproblemmanagementsystemusedbytheUniversityofOttawa,Computingand CommunicationsServices(CCS).SupportindustriesbestpracticesareimplementedbyCCSwithalittlehelp fromtheproblemmanagementsystemanditsautomatedfeatures. ThisguideisproducedbyCCSforCCSstaffandITRepresentativesusingBMCServiceDeskExpress,itspurpose isto
Providebettercustomerservice Instillindustrybestpracticesinourdailywork Bettermanagesupporttoourcustomers Ensureconsistencyofservices
1.2
CCSCustomerServiceStandards
Severitieshavedifferentschedulesforcontactingthecustomer.SeeCCSStandardsofService: http://www.uottawa.ca/services/ccs/docs/standards.html Theresourceisexpectedto Contacttheclient(resolvetheincident,makeanappointment,advisethecustomerthatheorsheis workingatresolvingtheincident)accordingtothedelayoftheseverityassigned, Adddetailstotheincident,and Modifythestatusfieldaccordingly.
nd P romptne ss:2 LevelResponseTime
Severity Levels 1 2
Definition Central resource failure such as central file server, Unix servers, MVS administrative mainframe. When a service/department/faculty is affected by a computing failure and no workaround is possible. Multiple persons cannot work. One client is unable to continue their work and there is no alternative for him/her Installation of software or hardware. The client can pursue his/her current work. The installation is not critical to his/her current projects. A non-critical problem. Client can continue to work and this function is non critical to his/her current projects.
Response Time Immediate Contact with the client will be done within one hour of the call. If required, the technician will be on site within one hour. Contact with the client will be done within four working hours of the call and if required, a technician will be on site within four hours. Contact with the client will be done within one working day. If required, the technician will be on site within 5 working days. Contact with the client will be done within one working day, and if required, a technician will be on site within 10 working days.
ServiceDeskExpress
1.3
Definitions
Incident:deviationfromtheexpectedoperations Supportedsoftwareandaccounts:seehttp://www.ccs.uottawa.ca/software/ CCSStandardsofService:seehttp://www.ccs.uottawa.ca/about/standards.html
1.4
RolesandResponsibilities
TheprimaryusersoftheBMCServiceDeskExpressapplicationincludeSupportstaff,Groupadministrator andSystemadministrator.
SupportstaffincludesallBMCuserssuchasanalysts,technicians,CCSstaffandITRepsusingBMCService Desk. Gro upadministrato rareteamleadersfortheabovesupportstaffsectors.Theyhavelimitedpermissionsand canperformminoradministrativetasksonlyforthegroupstheybelongto.Theyarealsoprivilegedtomany emailnotifications. Systemadministra to rshavethehighestlevelofaccesstotheBMCServiceDeskExpressapplication.Theyare responsibleforinstallingandconfiguringtheapplicationaswellasmaintainingtheapplication. Bydefinition,theComputingHelpCentre(CHC)isthesinglepointofcontact(1st levelservice)forallincidentsbetweentheclientandITserviceproviders.Initialclient information,troubleshootingandticketescalationismanagedbytheCHC. Bydefinition,CCSresourcesprovideresearchandexpertise.TheCCSresourcesprovidesupporttotheclient when: Therootcauseofservicedeviationisunknownandnoworkaround(permanentortemporary)isprovidedto 1stlevel 1stleveldoesnothavetheaccesses,rights,privilegesandexpertisetosolvereportedincidentsandrequests Resolutionrequiresefficiencyand/orexpediencyoftheCCSresourceintervention Anonsitevisitisrequired TheCHCidentifiesanunderlyingproblemneeding2ndlevelinterventionforpermanentproblemresolution,for examplemultiple/similarincidentreports
1.5 AP erspectiveoftheGroupAdministrator
HowoftendoIneedtoverifyBMCServiceDeskExpress HowdoestheCHCsenduswork HowshouldIdistributethework HowdoIfindoutifthecustomerhasbeencontactedornotbymygroup Howdowefindoutifsomenewinformationwasreceivedinatimelymanner
ServiceDeskExpress
2.CustomerRequests 2.1 I ntroduction
WebformsarebeingusedtodirectlyinputinformationtotheBMCServiceDeskExpressdatabase,thispractice helpscustomersgiveuspertinentinformationregardingcomputingrequests. Note:ClientServicesimportsstudentdatafromtheSIS. Students,facultyandstaffmembersareinvitedtousethenewCHConlineRequestForm.It'ssimple: 1.Thecustomerentersarequestathttp://www.ccs.uottawa.ca/cybersos 2.AcopyoftherequestisautomaticallyenteredintheCCSproblemmanagementsystem 3.Thecustomerissentanautomatedresponsebythesystem,givinghimorherareferencenumberforthe request(ticket). Thenewformisdesignedtoreplacethecurrentpracticeofsendinghelprequestsviaemailto cybersos@uottawa.ca,sopleasepromotetheformwheneverpossible.TheonlineHelpRequestfeaturesan automaticcreationoftherequestinBMCServiceDeskExpress,aconfirmationtothecustomer.Dependingon thetypeofwork,therequestsareassignedasecondlevelwithouttheinterventionoftheCHC.Somegroups haveimplementedwebformsfortheirspecificworktohelpthembettermanagerequestsfromcustomers. Theclientwillbeabletorespondtoemailssentviatheproblemmanagementsystemthatwillautomaticallybe transferredtothepersonwhoisresponsibleforresolvingyourrequest. Theclientmaywantnotifyasupervisor,professororitrepresentativeaboutanincidenthe/shecanreportitby completingthe"Notifyingsomeoneelseaboutthisrequest"section(thisemailaddressmustalreadybeinour clientdatabaseforthistowork).Whencompletingthissectionthisthirdpersonwillreceiveacopyoftheincident openandclosenotification. Note:Withtheemailconversationfeature,youcancreateasinglerepositorytostoreinformationaboutallemail conversationsthatarepartofanincident.Youcankeeptrackofallcommunicationsaboutaservicerequestin oneplace. AlthoughtheWebformsareaveryefficientforcontactingtheCHC,emergenciesshouldcontinuetobeloggedby callingtheComputingHelpCentreat5625800extension6555. InordertobettermanagethemanyCCSresources,requestsforcomputerservicesthataredirectedto inappropriatechannelsshouldberedirectedtotheCHC.
2.2
AP erspectiveOfTheCustomer
HowdoIcontactCCS? Ihaveareferencenumberforfollowup CCSistakingcareofmyproblem CCShasresolvedmyproblem IcanevaluateCCSservices
ServiceDeskExpress
3.I ncidentManagement 3.1 I ntroduction
Goalofproblemmanagement:minimizetheadverseeffectonthebusinessofincidentsandproblemscausedby errorsintheinfrastructure,andtoproactivelypreventtheoccurrenceofincidents,problemsanderrors. Incident:anyeventthatdeviatesfromthe(expected)standardoperationofasystem. Problem:isanunknownunderlyingcauseofoneormoreincidents. Knownerror:isaconditionidentifiedbysuccessfuldiagnosisoftherootcauseofaproblemwhenitisconfirmed thataconfigurationitemisatfault.Aknownerrorimpliesthataworkaroundhasbeenidentifiedand communicatedtotheCHC. Infrastructureresolution:apermanentfixisprovidedtothecustomerandtheComputingHelpCentre
3.2
TheLifecycleOfAP roblemW hentheP roblemI sFirst ReportedByTheCustomer
1.Errorintheinfrastructure 2.IncidentisreportedtotheCHC 3.Problembecomesanunknownerror 4.IncidentissenttoCCSresourceforerrorcontrol 5.Problembecomesaknownerror,aknownerrorimpliesthataworkaroundhasbeenidentifiedand communicatedtotheCHC 6.RequestforchangeisdonebytheCCSresource 7.CCSresourcefindstheinfrastructureresolution,apermanentfixisprovidedtocustomerandtheCHC
3.3
TheLifecycleOfaP roblemW henTheP roblemI s AnticipatedByTheCCSResource:
1.ErrorintheinfrastructurereportedbytheCCSresource 2.Problembecomesanunknownerror 3.UnknownerrorisreportedtotheCHCandrecordedinBMCServiceDeskExpress 4.UnknownerrorismanagedbyCCSresourceforerrorcontrol 5.Problembecomesaknownerror,aknownerrorimpliesthataworkaroundhasbeenidentifiedand communicatedtotheCHC 6.KnownerrorisreportedtotheCHCandrecordedinBMCServiceDeskExpress 7.RequestforchangeisdonebytheCCSresource 8.CCSresourcefindstheinfrastructureresolution,apermanentfixisprovidedtocustomerandtheCHC
3.4
BenefitsofI ncidentManagement
1.Reductionofincidentsimprovesqualityofservice 2.Proactiveproblemresolution 3.IncreasefaithinITorganization 4.MoreeffectiveITorganizationasfewerincidentsoccurs 5.Learningfrompastexperience
ServiceDeskExpress
4. GettingStarted 4.1 ClientW orkstationRequirements
Thefollowingaretheworkstationhardware,operatingsystem,andbrowserrequirements Hardware PentiumIIIorequivalent 500MHz 512MBRAM Selectoneofthefollowingsetups: Windows2000ProfessionalwithService Pack4 WindowsXPProfessionalwith ServicePack2 Selectoneofthefollowingbrowsers: InternetExplorer6.0withServicePack1 NetscapeCommunicator7.1(forSelf ServiceDeskandBMCServiceDesk ExpressClientServices)
Operatingsystem
Browser
MakesureyouhaveaccesstotheURLforBMCServicesDeskExpress.Thedefaultis http://137.122.14.157/sde/ MakesureyouhavethelogonIDandpasswordforBMCServiceDeskExpress.Youwillalsoneedto knowtowhichgroupsyoubelongandwhatpermissionsareassociatedwiththosegroups.
4.2
LoggingToBMCServiceDeskExpress
EachstaffmemberthatusesBMCServiceDeskExpresshasauniquepersonnelinformationprofilethatspecifies importantinformationthesystemusesforvariouspurposes. Theloginidandpasswordarecreatedbythe SystemAdministrator.
Defaultpassw o rdsaremagic. Thepassw ordcanbemodified fromtheStaffAvailability module.
Gro upsWhenyoulogin,youdosoasa memberofagroup.Thesystemadministratoror groupadministratordefinesthepropertiesofthe groupwhenheorshesetsitup.
Theseinclude: Accesspermissions Whoisinthegroup Whichscreensareaccessibletoviewor change
Thelookandcontentofindividualdisplays.
ServiceDeskExpress
Onecanbeamemberofmorethanonegroup.Alistofgroupsofwhichyouareamember,basedonyouruser ID,ispresentedintheGroupfieldintheloginwindow.Onceyouhaveloggedintoaparticulargroup,youhave therightsandlimitationsassignedtothatgroup.
Pleasenotethatinordertobetterutilizelicenses,yourBMCServiceDeskExpressconnectionwillbecancelled after30minutesofidletimeandyouwillhavetologinagain.
4.2.1
ToChangeY ourP assw ord,AvailabilityAndNotification I nformation
UndertheSystemAdministrationmoduleselectStaffAvaila bilitytochangeyourpasswordandyour availabilityinformation.
Note:MagicServiceDeskusesconcurrentlicensesCCShasmadeprovisionsofmanylicensesforallCCSand theirpartners.Duetothehighcostofthelicenses,thelicensesboughtarekepttoaminimum.Measureswere takentoensureproperuseofthesystem.Forthatreason,Magicusersareaskedtologoffthesystemwhennot inuse.Magicwilllogouttheuserafter30minutesofinactivity.Whenloggedoff,usercanusetheStaff Availabilityinordertoreceivenotificationwhenanincidentisassigneddirectlytohim/herbyselectingthe EmailboxintheW henA vailablesection.
4.2.2
ToCreateAShortcutOnY ourDesktop
YoucancreateashortcutthatwillautomaticallylaunchBMCServiceDeskExpress. 1. 2. 3. 4. 5. 6. Rightclickonyourdesktop. SelectNew. SelectShortcut. EnterthepathoftheIEapplicationexecutable,includingthequotationmarks.Attheendofthepath, appendtheURLoftheBMCServiceDeskExpresssystem:http://137.122.14.157/sde/ Enteranamefortheshortcut,forexample,LaunchSDE. ClickOK.
4.3
NavigatorBar
The navigator bar appears in the left pane once you log on to BMC Service Desk Express and allows you to access modules and forms within the application. The modules and forms that appear on the navigator bar are controlled by the permissions assigned to your group by the system administrator.
ServiceDeskExpress
HeadersareusedtogrouptheBMCServiceDeskExpressmodules.Yousingleclickthedownarrownexttothe headernametoexpandandcollapsethemoduleslist. UsingtheHideNavigationoption ViewyourselecteddashboardsusingthefullscreenofthewebpageusingtheHideNavigationoption.TheHide Navigationlinkislocatedonthetoprightcornerofthehomepage.Youcanuseittohidetheleftnavigatorbar. ClickShowNavigationtoreturntotheviewwiththeleftnavigatorbar.
4.4
GettingHelp
ClicktheOnlineHelpbuttonfoundintheSupportheaderfromthetoolbartodisplayaHelptopicforthecurrent module.WhenHelpisdisplayed,usetheTableofContentsinthelefthandpanetoaccessanyHelptopic.The HelpTableofContentsisorganizedsimilarlytothedefaultnavigatorbar.ClicktheHelpIndextabtoviewalistof Helptopics.Searchforatopicbyenteringkeywordsinthekeywordsfield,thenclicktheGobutton. Note:TheremaybedifferencesbetweentheoriginalBMCversionandourcustomisedversion.
ServiceDeskExpress
5.(NEW !)W orkingW ithQuickView AndDashboards

AQuickViewqueryisarequesttoretrieveinformationfromtheBMCServiceDeskExpressdatabase.Youcan viewasetofpredefinedqueriesthatareprovidedoutoftheboxorcreatespecificqueries.WithQuickViews,you canusethedefaultQuickViewqueriesoryourcustomqueriestoselectdatafromsingleormultiplemodulesto displaythecombinedresultsofthequeryinoneview. Note:Bydefaultyouwillnotbeabletoviewincidentsnorworkordersassigntoyouoryourgroup.Therefore, youwillhavetochangethecurrentgroup.ToChangetheEnte rGroup(andEnte rEmployee)field 1.ClicktheupperrightdropdownlisttoExpandQuickviewoptionalfilter. 2.ClicktheEnte rGroup dropdownlisttoselectthegroupIDyouwishtosearch. 3.ClickSearch. 4.ReturntotheupperrightdropdownlisttoCollapseQuickviewoptionalfilter. 5.ClickSave.
5.1
P roblemScannerQuickview
TheProblemScannerQuickViewisanewoutoftheboxQuickViewsthatisincludedintheIncidentssubfolder underthePredefinedQueriesfolder.ThisQuickViewscansthesystemformostrecentlyloggedincidentsand linkswithautomaticproblemidentification.Automaticproblemidentificationallowsyoutotrackeventsthatoccur acertainnumberoftimesduringacertaintimeinterval.Thisallowsstafftospottrendsearlyintheprocessand workthemthroughtoresolution.
5.2
Quickview ExplorerW indow
TheBMCServiceDeskExpressapplicationprovidesthefollowingfoldersinQuickViews: P redefinedQueries:Whenyouexpandthis folder, you will see a set of subfolders. Each subfolder includes a set of queries that are providedoutofthebox. My Que ries: When you expand this folder, you will see all the available queries that you created.Usetheminus()orplus(+)signsto expand or collapse the list as required. When you create your own queries, it will appear in thespecificfolderwhereyousaveit. You can also perform the following tasks from QuickViewsExplorer: Manage you r folders: You can create, insert,edit,anddeletenewfolders. Create and manage que ries: You can create a new query using the QuickViews wizard, modify an existing query, delete queries,andcopyqueries. Expand and collapse the QuickView optional filter: Use the Expand and Collapse arrows to hide the QuickView selection list, filter criteria and output type options. This allowsyoutomaximizescreenoutputfordata.
ServiceDeskExpress
View ingQueryResultsUsingQuickview sExplorer

Youcanseetheresultsofyourqueryinatabularformat,calendarview,orchartviewfromtheQuickViews console. i.e.:Toviewincidentsassignedtoyourgroupinachartformat 1. 2. 3. 4. FromI ncidentMa nagement,clickonQuickView s. IntheP redefinedQuerylist,clickonI ncidentsandselectI n cidentsassignedtomemberso fmy group. Bydefaultthisqueryresultwillcomeintoviewinatableformat. Toviewthequeryresultinachartformat,clickonChart.
W orkingW ithFoldersI nQuickview

Youcaninsertnewfoldersinthetreetohelpgroupuserqueries: 1. 2. 3. ClickQuickView sundertheI ncidentManagementheaderonthenavigatorbar.TheQui ckView s windowappears. Selectthefolderinthetreewhereyouwanttoinsertanewfolder. MoveyourcursoroverManageQueries,andselectI nsertNew Folder.TheFolderNamewindow appears.
4. 5.
Enterthenameofthefolderyouwanttoinsert. ClickOK.Thefolderappearsinthelocationyouselected
5.3
I nsertingQueries
YoucaninsertsingleormultiplequeriesinanydefaultqueryfolderthatisshippedwiththeBMCServiceDesk Expressapplicationandotherfoldersthatyoucreate.
1. 2.
ClickQuickView sundertheI ncidentManagementheaderonthenavigatorbar.TheQui ckView s windowappears. Selectthequeryfolderinthetreewhereyouwanttoinsertaquery.
10
ServiceDeskExpress
3.
4.
5.
MoveyourcursoroverManageQueriesandselectI nsertexistingqueryintothi sfolder.The AvailableQuerieswindowappearsshowingalldefaultqueries,queriesyoucreated,andqueries sharedbyotherusers. Scrollthelist,anddoubleclickthequeryyouwanttoinsert.TheQuickView swizardappears. a. Modifythequeryifyouhavepermissionstodoso. b. Savethequery. ClickSaveontheAvailableQuerieswindow.Thequeryisinsertedinthelocationyouselected.
Note:YoucannotmodifythepredefinedqueriesthatareprovidedwiththeBMCServiceDeskExpress application.
5.4
GeneralI nformationTabOntheQuickview sw izard
TheGeneralInformationtabintheQuickViewswizardallowsyoutoprovidedetailsaboutyourqueryincluding thequeryname,abriefdescriptionofthequery,thegroupsandindividualsyouwanttosharethequerywith, andthemoduletowhichthisqueryapplies. Note:Youcanbuildaquerytorunonasinglemoduleoronmultiplemodules. GeneralI nforma tiontabQuickview sw izard Field Name Description Owner ShareWith Description Enteranameforthequery.ThedefaultissettoMyNewQuery. Enterabriefdescriptionofthequery. Fromthedowndownlistselecttheownerforthecurrentquery. FromtheSharewithdropdownlist,selectifyouwanttosharethisquery.Thefollowing optionsareavailable: EveryoneSelectthisoptiontosharethecurrentquerywithallavailablegroups. Whenthisitemisselected,thelistofgroupsintheNotSharedGroupsboxis unavailable. NoOneThisisthedefault.Whenthisoptionisselected,thecurrentqueryisnot sharedwithanygroup,andthelistofgroupsintheNotSharedGroupsboxis unavailable. GroupsSelectthisoptiontoassignthecurrentquerytoaselectedgroupor groups.Whenthisoptionisselected,thelistofgroupsintheNotSharedGroups boxisavailable. IntheNotSharedGroupslistbox,highlightthegroupsthatshouldnothaveaccesstothe currentquery. Note:TheNotSharedGroupslistboxisonlyavailablewhenGroupsisselectedfromthe Sharewithlist. ClicktherightarrowkeytomovetheselectedgroupsfromtheNotSharedWithlist totheSharedWithlist. WithagrouphighlightedintheSharedWithlist,clicktheleftarrowkeytomove thegrouptotheNotSharedWithlist.
NotShared Groups
11
ServiceDeskExpress
SharedGroups SearchModule
Thisboxcontainsthegroupswithwhichyouselectedtosharethecurrentquery.Ifyoudid notselecttosharethecurrentquery,thisboxwillbeempty. Fromthedropdownlist,selectthemoduleagainstwhichyouwanttoperformthecurrent query.
5.5
W orkingW ithDashboards
Dashboardsare multipleQuickViews thatareavailableon theBMCServiceDesk Expressconsole.With dashboards,youcan viewakeysetofdata inoneplace,allowing youtomonitormetrics onaregularbasis. Dashboardsallowyou tocreateandlayout objectssuchastabular queryresults, calendars,andgraphs.
5.6
CreatingNew QueriesUsingTheQuickview sW izard
Note:ForassistanceincreatingoraddinganewqueryyoumayplacearequestwiththeCCSmanager.
GeneralI nformationTab
Youcanprovidedetailsaboutyourquerysuchasthequerynameordescription,usingtheGeneral I nformationtabintheQuickViewwizard. ToAddANewQuery 1. 2. ClickQuickView sundertheI ncidentManagementheaderonthenavigatorbar.TheQui ckView s windowappears. SelectafolderfromtheleftpaneoftheQuickView swizardandthenmoveyourcursoroverMa nage Queries,andselectCreateNew QueryinthisF older. TheStep1:GeneralI nfo rmationwindowappears.
12
ServiceDeskExpress
I mportan t:TheAddNew Que rycommandunderMa nageQu eriesisonlyavailableifyourfocusisononeof thequeryfoldersintheleftpane. Note:TherearetwowaystonavigatethroughtheQuickView swizard:clickNextandP revio usatthebottom ofeachwindoworclickthestepsinthenavigatorbartomovefromonesteptothenext.Theinformationinthis sectionisbasedonclickingstepsinthenavigatorbar. 3. 4. 5. 6. Enterbasicinformation Todefineaqueryformultiplemodules,clickAdvan ced.TheGeneralI nformati onwindowappears withoptionstoselectmultiplemodulesagainstwhichyoucanrunyourquery. Selectmultiplemodulestomonitorthequeryresultsfromthedifferentmodules.Thisisoptional. Fillinadditionalinformationaboutthequery.
OutputTab
TheOu tputtabprovidesinformationabouttheavailablefieldsfromoneormultiplemodulesyouselectedto buildyourquery.
UsingtheOu tputtab 1. 2. CompletetheGeneralI nfo rmationtab. ClickStep2:Ou tputontheQuickView swizard.TheOu tputwindowappears.
13
ServiceDeskExpress
3.
Completethefollowingsteps: AvailableDisplayfield:Selectthefieldsyouwanttodisplayinyouroutput.Thisistruefor singlemodulesonly SelectedDisplayfield:Clicktherightarrowbuttontomoveselectedfieldsfromthe AvailableDisplayFieldstotheSelectedDisplayFields.Thesefieldsdisplayfromlefttorightin theoutputtableintheordertheyareselected.Youcanusetheupanddownarrowsto changetheorderofthefields.
TheOutputTableprovidesavisualrepresentationofthefinaloutputresults. 4. TochangetheDisplayNameofafieldintheOutputtable. a. IntheDisplayNamefield,enteranewnametochangethedefaultfieldname, ThedefaultnameoftheselectedfieldappearsintheDisplayNamecolumn. b. Ifyouselectedmultiplemodules,youwillseethefollowingwindow:
c.
Tomoveacolumntotheleftorright,selectthecolumnandthenclickMoveLeft orMo veRight.
Note:Youcandosoonlyifyouareworkingwithmorethanonemodule. d. Toinsertanewcolumnorremoveanexistingcolumn,clickI n sertColum nor RemoveColum nrespectively.
Note:Youcandosoonlyifyouareworkingwithmorethanonemodule. e. 5. Tomovearowupordown,selectM oveUporM oveDo w nrespectively.
Fillinadditionalinformationaboutthequery.
14
ServiceDeskExpress
ConditionsTab
TheCondition stabprovidesinformationabouttheconditionsyouwilldefinetobuildyourqueryandalsodefines thesetofconditionsorcriteriathatmustbesatisfiedbeforeyoucanfilterarecordagainstthequery. Tospecifytheconditionsofyourquery 1. 2. CompletetheOutp uttab. ClickonStep3:Co nditions.TheCo nditionswindowwillappear
3.
ClickNew Co nditiontoaddaconditiontoyourquery. a. FromtheFieldlist,selectthefieldthatyouwanttoincludeinyourcondition. b. FromtheCo nditionalOperato rlist,selecttheoperatoryouwanttousetocomparethe valueintheFielddropdownlistandtheValuesbox. c. SelecttheP romptA tRuntimecheckboxtopromptforthevaluethatyouwanttouseinthe Valueboxatruntime. d. IntheValuesbox,typethevalueyouwanttousetocomparethevalueintheFielddrop downlistwithusingtheconditionaloperator. Note:IfyouselecttheP romptAtRu ntimecheckbox,theValuesboxisreplacedbytheLabel box.Inthiscase,typethelabelintheLabelboxfortheValueboxthatappearsatruntime. e. IntheLogicalOperato rdropdownlist,selectthelogicaloperatoryouwanttousetojoin multipleconditionalexpressions.
Note:Thelogicaloperatorisenabledwhenyouhavemultipleconditions. f. g. ClicktheAdvancedbuttontoprovidecomplexexpressionsforyourquery. FromtheFieldlist,selectafieldandclickP astetoaddittotheExpressi onbuilderbox.
Note:IftheEnableoptionisselectedintheScriptingsectionofyourInternetbrowsersecurity settings,youwillgetaconfirmationmessageaskingwhetheryouwanttopasteinformationfrom yourclipboard.ClickY es. h. FromtheOperatorsandFun ction slist,selectafunctionforyourexpressionandclickP aste toaddittotheExpre ssio nbuilderbox.
4.
Fillinadditionalinformationaboutthequery.
15
ServiceDeskExpress
FormattingTab
TheFo rmattingtaballowsyoutospecifytheformatforyourquery.ThistabcontainstheTableview,the Calendarview,andtheChartview. Tospecifytheformattingoptions 1. CompletetheCo nditionstab. 2. ClickNexttomovetoStep4:F ormatting .TheFo rmattingwindowappearswiththeTabletabasthe activetab.
Note:EachcolumnintheTabletabcorrespondstothepropertiesofeachoutputfield. 3. EnterthefollowinginformationintheTabletab: a. Specifythecolumnwidthfortheoutputformatofthequeryforeachfieldthatyouselected. b. SelecttheEnablewrappingcheckboxtomakethetextwrapintomultiplelines. c. Tochangethesortorder,usethefollowingsteps: FromtheSortOrde rlist,selecttheorderyouwanttosorttheoutput. InSortDirection,selectascendingordescending ClickAdvancedontheTabletabtospecifyadditionalformattingoptions.Youcanspecifythe formattingformultiplemodulesthatyouselected. a. Selectthefieldforwhichyouwanttospecifythedisplaysettings. b. FromtheOperatorlist,selecttheoperator. c. IntheValuefield,specifyavalueforthequeryoutputformat. d. ClicktheBackgro undcolo ricontoselectthebackgroundcolorforyourquerythatwill appearinthecalendarcell. e. ClicktheTextcolo ricontoselectthetextcolororyourquerythatwillappearinthecalendar cell. f. FromtheTextAttributesection,selectBold,Italic,Blink,orallthreeoptionsforyourquery thatwillappearinthecalendarcell. ClicktheCalendartab. a. SelectSh ow o nCalendartospecifyifthedateandtimefieldthatyouhavechoseninStep 2:Outputisusedinthecalendarview. b. FromtheDisplaydropdownlist,selectafieldthatwillbevisibleintheCalendarcell. c. IntheColorCodelist,specifyabackgroundcolorforthecalendarcell. d. IntheSymbolCodefield,specifyasymbolfor508compatibility,forexample,OforOpen date. ClicktheCharttabtoconfigurethesettingsrelatedtothechartviewofthequery. IntheCha rtDisplaySettingssection,enterthefollowinginformation: a. ChartFieldSelectthefieldthatwillbeusedasthegroupingfieldonyourchart.
4.
5.
6. 7.
16
ServiceDeskExpress
8. 9.
ChartTypeSelectthetypeofchartthatyouwanttoappearforyourqueryresults. ValueTypeSelectthevaluethatyouwanttoappearforthequery,forexample,numeric value. IntheSo rtingsection,enterthesortorderofyourqueryresults. IntheLimitLinessection,enterthefollowinginformation: a. UpperSelecttheupperlimitforyourchartvalues b. LowerSelectthelowerlimitforyourchartvalues
b. c.
P review Tab
TheP review taballowsyoutoviewthequeryyoucreated.Youcangobackandmodifyyourqueryatthisstage. Topreviewaquery 1. ClickStep5:P review .TheP revie w windowappears.
2. 3. 4.
Reviewtheoutputfieldsincludingtheoveralllookandfeeloftheresultsforyourquery. Ifyouwanttomakeachange,youcangobacktoanysteponthenavigatorbaroftheQuickView wizardandmodifytheoutputinformationforyourquery. Fillinadditionalinformationaboutthequery.
LaunchTab
Youcanspecifytheformthatwillbeusedtolaunchtheresultsofthequery. 1. ClickStep6:Launch .
17
ServiceDeskExpress
2. 3.
Foreachmoduleyouselected,specifytheformtouseforyourquery. Reviewthequeryname,conditions,output,andsortorderinformationforyourquery.
Review andSaveTab
1.SavetheQuery. 2. ClickStep7:Review / Save.TheQui ckView swindowshowsthequeryyoujustadded.
YouhavefinishedcreatingaqueryusingtheQui ckView swizard.
18
ServiceDeskExpress
ExportingDataFromQuickview s
YoucanexporttheresultsofyourquerytoanExcel,Word,oranyotherapplication.Youcanthenmodifythe datainthespecificapplication. Toexportyourqueryresults 1. FromtheQuickView sExplorer,selectthequerythatyouwanttoprint. 2. ClicktheP rintP review icon.TheQuickView sPrintPreviewwindowappears. 3. SelecteitherAllQueryresultsorDetailsofselectedtickets.ClickOk.
4. 5. 6. 7. 8.
RightclickontheP rintP review windowandchooseSelectAll. RightclickandselectCopy. Opentheapplicationtowhichyouwanttoexportthedata,forexample,MicrosoftExcel. SelectEdit>P a stetopastethedataintotheselectedapplication. ClickSave.
5.7
Dashboards
Youcanviewdefaultdashboardsthatyouhaveaccessto. Note:Thedefaultdashboardsarenoteditablethesamewayyoucaneditdefaultformsandnavigatorbars. However,youcancopyadefaultdashboard,makechangestoit,andthenassignittoaspecificgroup. Thefollowingdefaultdashboardsareprovidedoutoftheboxwiththedefaultqueriestobeused: Dashboards MyWork MyWorkbyModule Queries MyWork MyincidentsDisplayedintabularformat, showingalistofIncidentsassignedtothe individualsupportstaff. MyworkordersDisplayedinachartview, showingalltheworkordersassignedtothe individualsupportstaff. Incidentsassignedtomembersofmygroup Displayedinachartview,showingallthe incidentsassignedtomembersinmygroup. YoucanviewadashboardjustbyloggingintoBMCServiceDeskExpress.
19
ServiceDeskExpress
CreatingADashboard
Youcancreateadashboardifyouhavethepermissiontodoso. Tocreateadashboard 1. ClickOpenDashboardManagerfromtheDashb oardtoolbar.TheDashb oardManagerwindow appears.
2. 3. 4.
IntheDashboa rdNamefield,enteranameforyourdashboard. ClickSave. SelectthedashboardyoujustcreatedandclickSw itchTotoseethenewdashboard.ClickOk.
Note:Youwillcontinuetoseethedefaultdashboardifyoudonotswitchtothenewdashboardyoucreated. Thedashboardyoucreateisempty.YoumustaddoneormoreQuickView stoyourdashboard.
AddingQuickView sToY ourDashboard

YoucanaddoneormoreQuickViewstoyourdashboard. I mportan t:AddingmorethanthreeQuickViewstoyourdashboardcanslowperformance. 1. 2. Createadashboard. FromtheDa shboa rdtoolbar,clickAddQuickView toDashb o ard.TheQuickView windowappears ontheselecteddashboard.
20
ServiceDeskExpress
3. 4. 5. 6.
Youcanaddanewqueryoruseanexistingquery. ModifythesizeandlocationoftheQuickViewwithinyourdashboard. TochangetherefreshrateoftheQuickViewwithinyourdashboard,specifyatimeintheRefreshfield andclickApply. ClickSavetosavethenewviewofyourdashboard.
SavingADashboard
YoucancustomizethedashboardbyaddingQuickViewsthatyouuseoftenandthensavingthedashboard. Checkwithyoursystemadministratortoseeifyouhavepermissionstodothis. 1. 2. ClickSaveDashboard.TheSaveDefaultDashboardA swindowappears. EnterthenameofyourdashboardandclickOK.Youwillseethedashboardyoujustcreated.Youcan nowmodifytheQuickViewsonyourdashboard.
Sw itchingDashboards
Youcanswitchfromonedashboardtoanotherifyouhavethepermissionstodoso. 1. FromtheDa shboa rdManager,selectthedashboardyouwanttoswitchtoandclickSw itchTo .The dashboardyouswitchedtoappearswithnoQuickViews.YoucannowaddoneormoreQuickViewsto yourdashboard.ClickOk .
CopyingADashboard
Youcancopyanexistingdashboardifyouhavethepermissionstodoso. 1. 2. 3. ClickOpenDashboardManager.TheDa shboa rdManagerwindowappears. Selectthedashboardthatyouwanttocopy. ClickCopytoNe w .TheCopyDashb oardwindowappears.
21
ServiceDeskExpress
4.
EnterthenewnameforyourdashboardandclickOK.Thedashboardisaddedtothelistofdashboards. Youcannowswitchtothedashboardyoucreated.
RenamingADashboard
Youcanrenameanexistingdashboardifyouhavethepermissionstodoso. 1. 2. 3. 4. ClickOpenDashboardManager.TheDa shboa rdManagerwindowappears. Selectthedashboardthatyouwanttorename. ClickRename.TheDashb oardwindowappears. EnterthenewnameofthedashboardandclickOK.Thedashboardwiththenewnameappearsinthe listofdashboards.
DeletingADashboard
Youcandeleteadashboardifyouhavethepermissionstodoso. 1. 2. 3. 4. ClickOpenDashboardManager.TheDa shboa rdManagerwindowappears. Selectthedashboardthatyouwanttodelete. ClickDelete.Aconfirmationmessagewindowappears. ClickY estoconfirm.
W orkingW ithTheQuickView P aneOnY ourDashboard

YoucanchangethesizeandpropertiesoftheQuickViewpanestodisplayinyourdashboard.Everytimeyoulog intotheBMCServiceDeskExpressapplication,youwillseeyourdashboardwiththeQuickViewsyouhave created. TochangetheQuickViewdisplay 1. 2. 3. LogintotheBMCServiceDeskExpressconsole. Fromthedashboard,selecttheQuickViewyouwanttomodify. ClickView sandselectoneofthefollowingoptions:
4.
ClickSave.
22
ServiceDeskExpress
RemovingAQuickView FromADashboard
YoucanremoveaQuickViewfromadashboardifyouhavethepermissionstodoso. 1. 2. 3. 4. SelecttheQuickViewthatyouwanttoremovefromyourdashboard. ClicktheClo sebuttonontheQuickView.Youwillgetaconfirmationmessage. ClickOK. ClickSave.TheQuickViewhasbeenpermanentlyremovedfromthedashboard.
Note:IfyouremoveaQuickViewfromthedashboard,butdonotclickSave,yourchangeswillnottakeeffect.
23
ServiceDeskExpress
6.GeneralI nformationonAccessingRecords
InformationisorganizedbyuniqueIDfields,manyofwhichyouassignwhenenteringinformation.Forexample, clientshaveClientIDs,departmentshaveFaculty,serviceIDs,supportactivitieshaveActionIDs,andsoforth. CCShascreatedtheirownIDscheme,IDfieldsconsistsofstudentnumberoremployeenumber.Theprogram doesnotgeneratethemautomatically. Becausethedatabasecanbecomequitelargeovertime,BMCServiceDeskExpressoffersausefulfeature:the ActiveandInactiveoptionscontainedontheSelectFromwindow.Recordsmarkedasinactivearenotincludedin anysearchperformedonthedatabase.ThebuiltinflexibilityofBMCServiceDeskExpressallowsyoutosearch foractive,inactive,orbothtypesofrecords.
6.1
DropDow nDataLists
BMCServiceDeskExpressprovidesmanyconvenientmethodsforfindingtheinformationyouneed.Youcanfilla fieldormultiplefieldsfromanexistingdatabaserecordbyclickingapulldownlistbuttonnexttothefield.This opensadatalist.Doubleclickalinetoselectaparticularitemfromthelist.Allthepertinentinformationinthat recordisappliedtothecurrentform.
6.2
DetailFrames
Atthebottomofmanyforms,therearedetailframes.Detailframesaredataliststhatdisplayinformationfroma databaserecordrelatedtothedatadisplayedonthecurrentform.Youmustuseamousetoselectoredita databaserecordfromadetailframe.Doubleclickadatalinetovieworchangetheunderlyingdatabaserecord. Whereapplicable,youcanrightclickfromtabtoaccessacontextmenuthatletsyoucreateanddeleterecords.
6.3 6.3.1
SearchingTechniques Find
WhenyoucreatearecordfromanyformwindowwithinBMCServiceDeskExpress,thatrecordisstoredinthe database.Torunafindallquery,clicktheFindbuttononthetoolbartodisplayallrecordsinthedatabasefor thecurrentform.Forexample,ifyouareontheIncidentwindow,thefindallqueryopensawindowthatlistsall incidentrecordscreatedinthesystem.IfyouareontheClientswindow,thefindallquerylistsallclientrecords createdinthesystem.
6.3.2
FindAllToolbarButton
FindAlldisplaysallrecordsforthecurrentcontext.Forexample,ifyouareintheIncidentwindow,FindAlllists alltheIncidentticketsbyproblemnumber.IfyouareintheClientswindow,FindAlllistsallclientsbyClientID. AboutFindAllandGroupDataAccess:Therecordsthatdisplayusingthisselectiondependsonhowyour SystemorGroupAdministratorhasdefinedallrecordsforyourgroup'sviewoftheIncidentmastertable.Find Allonlydisplaysdataappropriatetoyourgroup.
6.3.3
QueryByToolbarButton
QueryByletsyousearchforrecordsfilteredbythefieldvaluesthatyouhavealreadyenteredonaform.For example,ifontheClientswindowyouhavealreadyfilledintheFaculty,serviceID,clickingQueryBylistsonly theClientIDsthathavethesameFaculty,serviceID. Hint:HitclearbeforedoingaQueryBy.
24
ServiceDeskExpress
6.4
SearchingForText
ManyBMCServiceDeskExpressmoduleshavelargetextfields,forexample,theIncidentDescriptionand ResolutionfieldsontheIncidentandWorkOrdersforms.Thesefieldscanbeusedtosearchforfindingrecords containingaspecificwordorphrase.Thesystemwillfindrecordsthatcontaintheexactwordintheexact positionyouhavespecified. Searchbutton:Thesearchbuttononthetoolbarletsyousearchforinformationinthesystembasedoncriteria youenterinthesearchfieldsonaform.Forexample,ifyouareontheIncidentwindowandtypetheletterDin theLastNamebox,thesearchfeatureopensawindowthatlistsallclientsinthedatabasewithalastname startingwithD. Asaconvenience,youcanusewildcardcharacters% and_(underscore)inthesefields.The% wildcard represents0ormorecharacters.Forexample,ifyouenterA % ,thesystemwillfindallrecordsthatcontainanA followedby0ormorecharacters.The_wildcardrepresentsanysinglecharacter.Forexample,_nmatchesin , on,an ,andsoon. Select(highlight)certainportionsofthetext,orfindrecordsthathaveapartialmatchingvalueintheselected field.Forexample,ifatextfieldcontainsW ORD6.0P rintingP roblems,youcanselectW ord6.0tofindall othercallscontainingW ORD6.0inthetextfield(sothatyoucanseeallproblemsrelatedtoW ORD6.0). Incrementalsearches:BMCServiceDeskExpressprovidesanincrementalsearchfeatureonalldatalists.This featureallowsyoutoquicklyrefinesearchresultstotheexactrecordsyouwant.Itissimilartoasearchwithina search
25
ServiceDeskExpress
7.FirstContactsW ithTheCustomer
Alltypesofinteractions,incidentsandrequestswiththecustomersareloggedusingBMCServiceDeskExpress( http://137.122.14.157/sde/)bytheCHC.
7.1 7.1.1
I ntroduction W hyHaveTheCHCAsFirstContact?
INCIDENTMANAGEMENTisthemethodbywhichthefirstlevelservice (CHC)willgreetclients,collectinitialinformation,troubleshootandattempttoresolvetheissueatinitialcontact, orescalatetheclientrequesttoCCSresourcesasrequired. Thisisthekeyelementofharmonizedsupportpractices,andisthefoundationforrequestingassistanceand reportingproblemstoCCS.
7.1.2
W hatDoCustomersW ant
Specificationtheywanttoknow,upfront,whattheyaregoingtoget.TheprobleminthedeliveryofIT servicesisthatCustomersfrequentlydontknowwhattheywanttheCHChelpstranslatetheirbusiness requirementsintosolutions. ConformancetospecificationoncetheappropriateITsolutionhasbeenfoundthenitshouldconformtothe specification.Customerswanttoknowwhentheyreceiveitandshouldbesatisfiedthatitwillfulfiltheirbusiness requirement. Consistencytheywantittobethesameeverytimetheycomebackformore. Valuethepricetheypay(tuitionorserviceagreement)shouldbeafaironefortheproductorservicethey receive. Communicationtheywanttobetoldwhattheyaregetting,when,howandwhattodoiftheyhaveaproblem withit.
WhattheCHCprovidestotheCustomer Loggingandunderstandingthetechnicalnatureofthedifficultyatthefirstpointofcontact RespondinginlinewiththeurgencystatedbytheCustomer KeepingtheCustomerinformedofwhatwillhappen,whenandkeepingthepromise Carryingouttheworkwiththeminimumlevelofdisruptioninacheerfulandprofessionalmanner TheCHCstaffistrainedandareevaluatedbyCCSandtheCustomerinaccordancewiththosestandards.Getting thejobdoneinaccordancewiththeCustomersexpectations,correctly,firsttime,actuallysavesthecostofa potentialrepeatinteraction.
26
ServiceDeskExpress
7.1.3
CHCP erformanceI ndicators
Customersatisfaction/loyalty Costpercontact Errorsandrework/handledonfirstcontact Actualtoforecastedworkload Averagehandlingtime Averagevalueofcontact
7.1.4
How DoCustomersFindY ourCoordinates?
Itiseasyforacustomertogetyourcoordinateseveniftheydonotknowyou,eitherthroughbusinessassociates orjusttheWeb.Somecustomers,notknowingthebenefitsofacentralizedunit,willtrytogettheiranswers throughotherchannels.Thosecustomerswilloftenhavemoreinteractionswithmorestaffthanbyusingthe centralizedunit.Itisuptotheindividualstoclearlystatethebenefitsofacentralizedservice.
7.1.5
ExamplesOfW hatW eW antOurCustomersToAvoid
HiDave,Iboughtthismachineafewweeksagoanditsdoingsome HeyDenis,yesIthinkJimcanhelpyououthisnumberis Jim,Davegavemeyournumber,Iboughtthismachineafewweeksagoanditsdoing Denis,IthinkMarccangiveyouahandwiththis,hisnumberis Marc,IgotyournumberfromJim,Iboughtthismachineafewweeksagoanditsdoing SorryBob,Ihavenoideaonhowtohelpyouwiththatone.HaveyoutalkedtoDave?
7.1.6
ExamplesOfW hatW eW antToAvoidDoing
Inthemorning,DenissendsanemailtoDavewithhisquestion.Davestartsworkingattheproblem Duringlunch,DenisseesJiminthehallwayandaskshimthesamequestion.Jimstartsworkingattheproblem Intheafternoon,DenisstillhasnoresponseandcallsMarc.Marcstartsworkingattheproblem
7.1.7
How DoI DoThis?
Whenaclientcontactsyoudirectlybyphone,youmaytakeaminuteandexplainthebenefitsofcallinga centralizedservice.ItisuptoeachindividualtoensurethecontactiswelldonewiththeCHCfortheCustomers sake. 1.TelltheCustomeryouaretransferringthecalltotheCHC. Stayontheline,telltheAnalystattheCHCthatyouaretransferringthecallandwhattheCustomerwants. TheAnalystwillintroducehimselforherselftotheCustomerandrepeattheinformationreceivedasa confirmationandwillgoonwiththebusinessathand. 2.TelltheCustomeranAnalystfromtheCHCwillcallhimorherback. CalltheCHCandtransferallinformationabouttheCustomerandincident. TheAnalystwillcallbacktheCustomerrepeattheinformationreceivedasaconfirmationandwillgoonwith thebusinessathand.
27
ServiceDeskExpress
Whenaclientcontactsyoubyemail,replytotheCustomerthatyouaretransferringtherequesttotheCHC. HereisanexampleofwhatyoumaywanttoreplytheCustomerwithaCCtotheComputingHelpCentreat Cybersos@uottawa.ca: ThankyouMr.Xxxxx, Ihavereceivedyourrequest.TheComputingHelpCentrewillbeabletohelpyouwiththisrequestIhave forwardedyouremailsothatitmaybeprocessed. Togetthefastestandbestpossibleservices,considerusingtheComputingHelpCentres onlinehelpform(http://www.ccs.uottawa.ca/cybersos) telephoneat5625800extension6555foremergencies.
7.2
W hentheResourceBecomestheFirstContact
Someresourcesmaydecidetogoaheadwithdoingtheinitialcontactwiththecustomer,becausetheywillbring someaddedvalueforthecustomer.WhenananalystorITRepisalreadyattheclientsite,theclientmaywish toreportanotherincident.Whenthatintermediarygetsvaluableinformationfromaclient,theresourcewillgo aheadandentertheincidentinBMCServiceDeskExpressandresolvetheincidentorwillassigntheincidentto theappropriategroup.TheresourcemaywishtocommunicatewiththeCHCifheorsheisuncertainofthe groupresponsibleforresolvingtheincident.TheresourcemaywishtoassigntheincidenttotheHelpLinegroup withappropriatedetails. TheincidentneedstobeenteredinBMCServiceDeskExpressthepersoninteractingwiththecustomerwill entertheinformationusingBMCServiceDeskExpress.TheCHCthendoesnotinterveneinthedocumentation ofthefirstcontact.BeingathirdpartytotheinteractiontheCHCbringsnoaddedvaluetotheinteraction. IftheincidentneedsinterventionfromtheCHCforresolution,thentheCHCwillgoaheadanddocumenttheir partoftheinteraction.
7.3
EnteringI ncidentsToBMCServiceDeskExpress
WhenacustomercontactsCCS,theCHCverifiesclientinformationandupdatesclientdatabaseusingthe IncidentsWindow.Iftheincidenthasnotbeenloggedalready,theanalystwillgoaheadandlogtheincident usingBMCServiceDeskExpressfeaturessuchastheCreateIncidentCallorCreateIncidentFromQuickTicket. ItiscrucialthatallinteractionsarerecordedtoBMCServiceDeskExpresstheinformationgatheredinBMC ServiceDeskExpressisusedfor assessingknowledgeofCCSresourcesandoftheUniversitycommunity providingmeaningfultrainingtoCCSresourcesandtotheUniversitycommunity providingmeaningfuldocumentationtoCCSresourcesandtothecommunity planningsupportresources providingimprovementstothetoolsCCSprovidestoCCSresourcesandtothecommunity providingimprovementtotheservicesCCSprovidestothecommunity managingcustomerexpectations developingserviceagreementstoimproveITservicestospecificgroups producingmanagementinformationonsupportactivities planningforthefuture
28
ServiceDeskExpress
7.3.1
ClientManagementModule
The Clients module lets you create, modify, and delete client records. Client records are used in many modules of the system. It is accessible from the Clients module or from the Incident Monitor Window under the Client InformationIcon. There is a substantial set of query techniques you can use to locate a particularclientrecord.
Tolocateaparticularclientreco rd,youw illstartw iththe informationyoukno w . Example1:YouknowtheClient'sName 1. 2. 3. 4. 5. 6. Fromtheleftnavigationbar,clickClientManagement. ClickClients.Theclientwindowwillappear. ClicktheFindtoolbarbutton.Thisopensadatalistwithallclientrecordsthatareavailableforviewing byyourgroup. DoubleclicktheLastNamecolumnheader.Thissortsthelistalphabeticallybyascendinglastname. ThisalsomakesLastNametheselectioncriteriafield. EnteralastnameintheSortedByfieldandclickSearch.Thesystemwilldoanincrementalsearch anddisplaytheselectedclient'sdatainthepopupwindow. Doubleclicktheclient'slinetoselecttherecord.
29
ServiceDeskExpress
Creatingaclientrecord Intheclientrecordyouwillfinddetailsabouttheclientandincidentsassociatedwiththeclient.Ifaclients recordhasnotbeencreatedyetCHCstaffcancreateit. 1. 2. 3. Fromtheleftnavigationbar,clickClientManagement. ClickClients.TheU_OttawaClientwindowwillappear. IntheClientInformationsection,enterdetails.
Note:ThestandardforclientIDis:S000000forstudentandE0000foremployees. 4. SelecttheAutomaticallydisplaycommentsw henopeningtheI ncidentcheckfieldifyouwanta ClientCommentswindowtoappearwhenanincidentwiththecurrentclientassignedisopened.Any commentsassignedtotheclientappearintheClientCommentswindow. ClickSave.
5.
Modifyingaclientrecord Youcanmodifyaclientrecordifyouhavethepermissiontodoso. 1. 2. 3. 4. 5. 6. Fromtheleftnavigationbar,clickClientManagement. ClickClients.TheClientwindowwillappear. ClicktheFindtoolbarbutton.TheClientswindowwillappear. Doubleclicktherecordyouwanttomodify.Theu Ottaw aClien twindowwillreappearfilledwithdata fromtherecordyouselected. Modifytheinformationyouwanttochangeintherecord. ClickSave.
Note:CHCHelpdeskstaffwillnothavetheauthoritytodeleteclientrecordsneitherwilltheyhavetheauthority tomanagefacultyandserviceororganisationalunitrecords.
7.3.1.1 TrackingClientHistory
Therearetwowaystotrackaclienthistorydetailfromtheu Ottaw aI ncidentwindow 1. 2. Openanewincident,selecttheclientandclickontheClientI n formatio n/Historyicon. Noticethatbydefault,BMCwilllistOpenedincidentsfortheclient.
OR 1. 2. ClickonClientsfromtheClientManagementsectionontheNavigationBarandenterclients information. Noticethatbydefault,BMCwilllistOpenedincidentsfortheclient.
7.3.2
UO_I ncidentW indow
FromtheIncidentManagementmoduleselectCreateIncidents.TheuOttawaIncidentwindowwillappear.You mayselecttheclientbyenteringtheClientIDortheLastNameandpressenter.Thenselecttheclientby doubleclickingontherecord.InputalldatarelatedtotheIncident:MethodCallReceived,IncidentSummary, IncidentResolution
30
ServiceDeskExpress
7.3.3
DetailsOfCustomerI nteractions
TheSubjectfieldinBMCServiceDeskExpressensuressupporteditems,nonsupporteditems,computing requests,requestsforinformation,questions,complaints,commentsareloggedbysubjectcategory. NotethepreferredlanguageoftheClientintheClientInformationsection.BMCServiceDeskExpresswilluse thisinformationtosendemailnotificationsintheClientspreferredlanguage. TheIncidentSummaryisasummaryoftheincident:thesymptomsoftheclientreportedbytheclient.Itshould beclear,conciseandfreefromerrors.TheincidentdescriptionisasearchableitemundertheSIRSearchand KnowledgeSearchforBMCServiceDeskExpressusersandinalaterphasetoCCScustomers.Itshouldnotbe leftblank.Alwayscheckthepreferredlanguageofthecustomer,theemailsentbyBMCServiceDeskExpress willbeinthepreferredlanguageonly.Youcanverifythisinformationinthetopsectionoftheincidentcalled ClientInformationandansweryourclientinthesamelanguageasBMCServiceDeskExpress. TheincidentSummaryandResolutionareyourcommunicationwiththeclientandshouldnotinclude administrativedetails.Theresolutionshouldnotincludeadministrativedetailsandshouldnotbeleftblank. MatchtheClientspreferredlanguageintheSummaryandResolution.
31
ServiceDeskExpress
WithBMCServiceDeskExpress,youcanspellchecktextyoutypeinamultilineboxonaformusingthe spellingcheckerfeature. 1. 2. Open a new or existing form. Typeinformationinto oneormoretextentry boxes. ClickSpellCheckonthe toolbar.(Ifthereare misspellings,theCheck Spellingwindow appears.) Selectanactionforeach misspellingfromthe columnofbuttonson therighthandside. (Whenyouarefinished, theCheckSpelling windowcloses,andthe SpellingCheckComplete windowappears.) ClickOK
3.
4.
5.
BecausethecontentsoftheIncidentSummaryandResolutionfieldswillbecomepartofyourhistorical databaseandanimportantresourceforsolvingfutureincidentscarefullycheckthecontentsofyour entriesforaccuracy,includingspelling. Note:Thespellingcheckerislimitedtosimplemisspellingsitdoesnotincludegrammarorthesaurus features.YoumaydoamorecompletespellcheckbypastingyourtextinaMSworddocumentorusing theonlinedictionariesavailableathttp://www.biblio.uottawa.ca/lnxliste.php?sec=1&spec=54
CorrectspellingwillmakelatersearchesofyourdatabaseusingSIRmoreaccurateandwillreturnbetterresults.
TheanalystwillusetheSeverityinformationtodeterminewiththecustomertheurgencylevelassignedtothe incident. AlldetailsrelatedtotheincidentaresavedintheIncidentDetailssectionoftheticket.
7.3.4
I ncidentFields
Toolbar
Find Clear(ResetForm) Save ShowsalistofproblemssortedbyIncidentNumbers.Youcanselectanincident fromthislist. ClearsallthefieldsintheIncidentwindow. SavesthecontentoftheIncidentwindowinthedatabase.Ctrl+Swillalsosavethe record.
32
ServiceDeskExpress
Delete PrintPreview IncidentCustomized ToolbarButton Help PreviousRecord NextRecord
Deletethisrecordfromthedatabase. TheCrystalReportViewerdisplaysanIncidentdetailreportfortheselectedrecord. Canbeaddedtoyourformbyyouradministrator. Displaysonlinehelp. Displaysthepreviousrecord. Displaysthenextrecord.
MENUCOMMANDS AssignTo
SupportSta ff Gro up MemberOfM yGroup Myself ClearAssignTo Assignsthetickettoasupportstaffmember. Assignsthetickettoagroup. Assignsthetickettoamemberofyourlogongroup. Assignsthetickettoyou. Clearsthecurrentassignment.
Actions
Close ReopenCall I ncrementCallCounte r CreateI ncidentFrom Recurring DisplaysapopupthatpromptsyoutoenterClosingData Opensapreviouslyclosedticket. Incrementsthecallcounterinthecurrentwindow. UsesinformationstoredinaRecurringtickettopopulatefieldsforrecurring incidents. Restartingtheclockonanincidentallowsthedurationofanincidenttorestartonan incidentthathasbeenplacedonhold.Additionally,thisactionrecalculatesthedue date(ifanUrgencyislinkedtothisrecord),andrestartsanybusinessrules associatedwiththisincidentthatareawaitingprocessingintheJobQueue.Starting theclockupdatestherecordwithasystemgeneratedactionlinestatingthatthe clockhasbeenstartedwiththestarttime. StoppingtheclockonanIncidentplacesthedurationofanincidentonhold.This featurewillallowuserstokeepJobQueueprocessor(escalations)fromexecuting therulesinthejobqueuewhenanincidentisonhold.Inaddition, theduedatewill beplacedonhold,andrecalculated.Stoppingtheclockupdatestherecordwitha systemgeneratedactionlinestatingthattheclockhasbeenstoppedwiththestop time.StoppingtheclockrecalculatestheDueDate(ifanUrgencyislinkedtothe record).Anynotificationsthatmaybesentbasedonthisincidentwillbeprocessed whentheclockisrestarted.Ifyouradministratorhasaddedadurationfieldtoyour Incidentform,thedurationwillnotincludeanytimeperiodduringwhichtherecord hasbeenstopped.
StartClo ck
StopClo ck
Rightclickontheappropriatetabtoinvokeadditionalmenucommands.
Tab
I ncidentAttachmen ts I ncidentDetails
Actions
AddAttachment DeleteAttachment AddNewIncidentDetails
33
ServiceDeskExpress
Tabs
I ncidentDetails DisplayseachactiontakentoresolvethecurrentIncident.Whenan"AddAction" commandisissued(byselectingtheIncidentDetailstabandrightclickinginthe IncidentDetailsframe)oran"AssignTo"commandisissued,thatactionis appendedtoIncidentDetailswhentherecordissaved.UseIncidentDetailstoview thestatusofarecord. TheAttachmentstabdisplaysanyfilesassociatedwithanIncident.Attachmentscan beaddedeitherviatheAttachmenttaborthroughemail.Youcannotlaunch.exe and.batextensionsbecauseofsecurityimplications.
I ncidentAttachmen ts
ClientI D
Usedtoretrieveaclientrecord,byenteringavalidClientIDorbyusingtheSelect ClientIDbuttonandselectingarecordfromtheClientsPopupwindow. Usedtoretrieveaclientrecord,byenteringavalidtelephonenumberorbyusing theSelectClientPhoneNumberbuttonandselectingarecordfromtheClients Popupwindow. Usedtoretrieveaclientrecord,byenteringavalidtelephoneextensionorbyusing theSelectClientPhoneExtensionbuttonandselectingarecordfromtheClients Popupwindow. Areadonlyfieldthatdisplaysthefirstandlastnameofaclient. AuniquealphanumericidentifierfortheFaculty,service.SelectaFaculty,service namefromtheFaculty,servicePopupwindow. AreadonlyfieldthatdisplaystheFaculty,servicedescriptionwhentheFaculty, serviceIDisselected. Auniquealphanumericidentifierforthedepartment.Selectadepartmentname fromtheDepartmentPopupwindow. AreadonlyfieldthatdisplaysthedepartmentdescriptionwhentheDepartmentID isselected. Auniquealphanumericidentifierforthesubject.Selectasupportsubjectfromthe SupportSubjectsbyDescriptionPopupwindow. AreadonlyfieldthatdisplaysthesubjectdescriptionwhentheSubjectIDis selected.
P hone#
Ext. Name Faculty,serviceI D Faculty,service Description DepartmentI D DepartmentDescription SubjectI D SubjectDescription
I ncidentI nformation
I ncidentDisplayFilter StatusRadioButton s SortedByQue ry TicketGrid Filtersticketsbyclient,Faculty,service,subject,ordepartment. Allowtheusertoviewopenorclosedcalls,orboth(Active/InactiveorBoth). Doubleclickthecolumntosortby,andentercharactersinthefield.Clickthe ReQuerybuttontonarrowdowntheprevioussearchresults. Atableofticketsthatmatchthespecifiedcriteria.
Toolbar
Refresh Clear KeyW ordFilter LinkW hiteBoard UnlinkW hiteBoard ClientView UpdatestheIncidentinformationframeandtheselectedtab. Clearsalloftheinformationfromallfields. Filtersthelistofcalls(iftheuserentersakeywordinthenotepad)bysearchingfor thattextintheIncidentdescriptionfieldofthecallsdisplayed. Linkstheselectedincidenttickettoawhiteboardnotice. Unlinkstheselectedincidentticketfromawhiteboardnotice. OpenstheClientsmodulesothattheusercancreateanewclient,ormodifyclient
34
ServiceDeskExpress
information. Help DisplaysonlinehelpforIncident Monitor.
7.3.5
OpeningaSimpleI ncident
Thefollowingexampledemonstrateshowtoopenanewcallforasimpleincident. 1. 2. 3. SelectI ncidentMa nagementfromthenavigatorbar. ClickonCreateI ncidents. TypetheClientIDandclickEnte r.SelecttheclientfromtheCli entI Dlist.Theclientinformationfields areautomaticallyfilledinontheIncidentwindow. 4. Ifthisisanewclient,youmustfirstcreateaclientrecordwiththeclient'sname,address,andother pertinentinformation.Tocreateaclientrecord,clickonCreateNew Clienticonontheincidentandfill intheClientsform.Savethenewclientrecordandclosethewindow. 5. Toensurenoduplicaterequestisalreadysavedintheproblemmanagementsystem,verifythe I ncidenttabfromtheuOttaw aClientI nfo rmatio nform. 6. EntertheReceivedbysection. 7. ClickthedropdownarrowoftheSubjectfieldtodisplaythesupportsubjecttree.Selectthesubject thatmatchestheclient'sdescriptionoftheproblem.Youcanclickabookicontoexpandthesupport subjecttree.Toviewasubject'sstandarddescriptionandstandardresolutiondata,highlightthe supportsubject. 8. Whenyouhavelocatedthesubjectyouwant,clickOK.ThesubjectiscopiedtotheuOttawaIncident form. 9. EntertheUrgen cysection. 10. Ifnostandarddescriptionwasselected,enteradescriptionasdetailedbytheclientinSummary section. 11. Whenyouhavefinishedenteringalltheinformation,clickSavetosaveyourwork. 12. Youcanaddadditionalinformationtotheproblemdescriptionatanytime.RightclickintheI ncident Descriptionsection,clicktheAddNew I ncidentDetailsandtypeinthedetailsoftheproblem reportedbytheclient. SeeClosingtheIncidentforinformationaboutprovidingafixtocustomers. WhenknownerrorshavebeenidentifiedandcommunicatedtotheCHC,theCHCwillgoaheadandclosethe incident.Thecustomerwillreceiveanemailnotificationconfirmingthattheincidentisresolved.
7.3.6
I ncrementingTheCallCounterOnAnI ncident
Thecallcountertracksthenumberoftimesaclienthascalledaboutthesameincident. Toimplementthecallcounteronanincident 1. ClickModify/ View I ncidentsundertheI ncidentManagem entheaderonthenavigatorbar.The Incidentswindowwillappear. 2. ClickFind.TheSelectFromIncidentswindowwillappear. 3. Doubleclicktherecordtowhichyouwanttoaddacallcounter.TheIncidentwindowreappearsandfills inwithdatafromtheselectedincidentrecord. 4. OntheActionsmenu,clickI ncrementCallCou nter.Thesystemincrementsthecurrentnumberinthe Usercalled[#]timesboxby1. Note:YouwillbeabletoseetheincrementcallcounterontheModify/ View I n cidentswindowonly. 5. ClickSave.
7.3.7
SavingtheI ncident
Savingtheincident:
Generatesaproblemnumber(listedintheupperrighthandcorner) Setsthecallcount(#)to1
35
ServiceDeskExpress
Entersthedateandtimewhenthecallwasopened
I naddition,tw osystemgeneratedactio nsareaddedtotheHelpDeskDetailssection.Thefirstaction sho w sthedateandtimeandw hoopenedthecall.Thesecondsh ow sthatthecallw asautomatically assignedtothestaffmemberw hoopenedit. Uponsavingtheincident,anautomaticemailissenttothecustomer.BMCServiceDeskExpresswillsendthe FrenchorEnglishversionofthecorrespondencedependingonthepreferredlanguageofthecustomersavedin theClientInformation:
De:supportm@uottawa.ca :cstonge@uottawa.ca Envoy:xxxxx Objet:Avisdouverture(XXXXXX) BonjourChantal, Mercidevotredemande.Voicivotrenumroderfrence:173869. Voiciladescriptiondelincident: Nhsitezpascommuniqueravecnouspourtoutrenseignementcomplmentaire. Receveznossalutationsdistingues. ChantalStOnge Centred'assistanceinformatique,Serviceslaclientle Servicedel'informatiqueetdescommunications http://www.sic.uottawa.ca/cybersos (613)5625800poste6555 ******************************************* *Assistanceinformatique:http://www.sic.uottawa.ca/cybersos *Changementdemotdepasse:http://www.infoweb.uottawa.ca *Heuresd'ouverture: http://www.sic.uottawa.ca/heures.html HerestheEnglishversionofthecorrespondence: HelloChantal, Thankyouforyourrequest.Yourreferencenumberis:173869. Theincidentdescriptionis: Donthesitatetocontactusshouldyouneedanyadditionalinformation. Sincerely, ChantalStOnge Computing HelpCentre,ClientServices Computing andCommunicationsServices http://www.ccs.uottawa.ca/cybersos (613)5625800poste6555 ******************************************* *ComputingHelp:http://www.ccs.uottawa.ca/cybersos *PasswordChanges:http://www.infoweb.uottawa.ca *BusinessHours:http://www.sic.uottawa.ca/heures.html
36
ServiceDeskExpress
NotethatBMCServiceDeskExpressautomaticallyassignsyoursignaturetotheemail. Theincidentisresolvedwhenthenormalserviceoperationsarerestoredandtheusersarebackonline.
7.3.8
Changingthestatusofanincident
Duringthelifecycleofanincident,clientsmightnotreturnyourtelephonecalls,oryoumightneedtoorderparts foranincidentorworkorder.Inthosecases,youcanchangethestatusoftheincidenttoP ending,W aiting Clients,W aitingP artsorScheduleddependingonthesituation.
7.3.9
I ncidentDetailsW indow
TheIncidentDetailswindowcanbeaccessedfromaticketwindowbyfirstclickingontheIncidentDetailstab, andthendoubleclickingonthedesiredentryintheactionsframeatthebottomoftheform.TheActionsframe canbefoundonmanystandardwindowsincludingIncident,Clients,Companies,andothers. DetailsenteredinthissectionwillservetoinformCCSresourcesoftheincidentdetectionandrelatedinformation regardinginitialandsubsequentsupportinformation.ThedetailssectionisyourcommunicationwithotherIT resourcesusingBMCServiceDeskExpress.Pleaseensurealldetailsareenteredinthedetailssectionthatis wherewelookfortheimportantdiscoveriesandresearchinformation.Thedetailssectionisveryimportantfor keepingthecustomerinformedonthestatusoftheirwork. AboutIncidentDetails TheActionsframeatthebottomoftheIncidentwindowdisplaysdetailsabouttheprogressandstatusofacall. Eachactionisdisplayedasasingleline. BMCServiceDeskExpressdisplaystwokindsofactions:
Systemgeneratedactions Usergeneratedactions
Selectaradiobutton(topleftoftheActionsframe)todisplayUseractions,Systemactions,orAllactions. SystemGene ratedAction s Systemgeneratedactionsareinsertedbythesystemtotrackchangesinstatusorothersystemactivityrelated tothecall.Forexample,actionsareaddedbythesystemwhenthecallisopened,assigned,andclosed. UserGeneratedAction s Usergeneratedactionsareinsertedbythesupportstaffmemberworkingonthecalltorecordthestepsinthe problemsolvingprocess.Usergeneratedactionscanbeusedforthefollowingpurposes:
Torecordinformationaboutthestatusoftheincident.Forexample,createanActiontoindicatethat youcalledtheclientbackandleftavoicemailmessageorthatyouplacedaphonecalltoaservice vendor. Torecordastepintheproblemsolvingprocessforaudittrailpurposes.Forexample,createanAction toindicatethatyoucheckedtheAUTOEXEC.BATorthatyoutoldtheclienttorebootthemachine.
37
ServiceDeskExpress
OpeningHelpDesk Detailsfromthe Action sFrame
1.
2.
3. 4.
5.
6.
Youmustfirst savethe incident Rightclickin theIncident Details. ClickAddNew IncidentDetails. SelectActionID thatismost suitedforyour details. Typeallthe information relatedtothe incident. ClickOk.
38
ServiceDeskExpress
ModifyingANI N CI DENTDetail Youmayfindthatyouwanttomodifyastandardusergeneratedactiondescriptionorduration.Todothis: 1. 2. 3. 4. FromtheUO_I ncidentmodule. IntheDetailsframeatthebottomoftheform,selecttheI n cidentDetailstab. SelectalineanddoubleclicktoopentheIncidentDetailsform. MakemodificationsasdesiredandclickSave.
7.3.10 AddAttachmentW indow

TheAddAttachmentwindowdisplaystheproblemnumberassignedtothecurrentIncidentticketandareadonly fieldforthenameoftheattachmentfile. ToAttachaFile: 1. 2. 3. 4. 5. 6. IntheNavigationbar,clicktheI ncidentmodule. RightclickontheI ncidentAtta chmenttabandselectAddAttachment. ClicktheBro w sebutton. SelectafilefromtheCh oo sefiledialog. ClicktheOpenbuttontoattachtheselectedfile.Thepathandfilearenowdisplayedinthe Attachmen tfilefield. ClicktheSavebuttontocompletetheprocess.
Note:Theattachmentfilesizeislimitedto1.5MB.Thisfeatureisnotavailableforfilesthatexceedthis limitation. Note:Whenaddinganattachmenttoanincident,addanoteintheincidentdetailstonotifyuserthatan attachmentwasadded. ToDeleteanAttachment: 1. 2. 3. IntheNavigationbar,clicktheI ncidenttab. RightclickontheI ncidentAtta chmenttabandselectDeleteAttachmen t. Selectthefileyouwanttodelete. ClickOK.
4.
7.4
SearchKnow ledgeBase
Thesystemusesadvancedtechnologypreviouslyavailableonlyinresearchorfulltextretrievalsystems.SIR usesstatisticallyrankedretrievalalgorithmsbasedonInvertDocumentFrequency,VectorSpaceModel,and Shannon'sInformationTheory.SIRdoesnotrequiretheusertoknowthedatabase'sinternalstructure.BMC ServiceDeskExpressuserssimplyenterunstructuredtextorevensinglewordsintotheI ncidentDescription fieldoftheSIRsearchwindow.SIRnotonlyfindsexactmatches,butalsosimilarwordsorwordsincontext.The systemincorporatesfuzzysearch,whichcanfindwordsbasedonacommonroot.SIRdoesnotrequire predefinedkeysorfields. Oncethetexthasbeenentered,anaturallanguagelexicalanalyzerprocessestheuserrequestandpassesthe resultstothesearchengine. Inthismanner,thesystemcaneasilydistinguishbetweenacallthatprimarilypertainstonetworksbutalso referstoprintersandacallthatpertainstoprintersbutalsomentionsnetworks. Duringthequeryprocessingstage,thesystemcomputestheimportance,orweightfactorofeachword appearingintheuser'squery(theincidentdescription).Thesystemdisregardsunimportantwordscontainedina
39
ServiceDeskExpress
stopwordlist.Theweightorimportanceoftheremainingwordsisdeterminedbythenumberofoccurrencesof thewordintheincidentdescription,andthenumberofoccurrencesrelativetotheentiredatabase. Thesystemfindsallreferenceswiththerelevantinformation,thenperformscontentanalysisandcomputesthe weightedrelevanceofeachinstance.Allretrievedsearchresultsaresortedandpresentedtotheuserinthe orderoftheirsimilaritytotheinitialquery. OneofthemainbenefitsofusingSIRisthespeedwithwhichyourhelpdeskanalystscansearchthecall databaseintheIncidentmodule,externaldocuments,andthirdpartyknowledgebasesallwithasinglequery. Thesearchengineretrievesinformationfromalloftheknowledgebasescurrentlyonline. AnotherbenefitistheautomaticcreationofapowerfulknowledgebaseofcallsthatareenteredintotheIncident andresolvedbyhelpdeskanalysts.ThetaskofSIRistoprovidefastaccesstothisdatabase,aswellasother knowledgebasesanddocumentation,withanintuitiveandflexiblesearchmechanismthatiseasytomaintain.
7.4.1
Know ledgeSearchW indow
KnowledgeSearchprovidesaccesstotheStatisticalInformationRetrieval(SIR)searchengineandoneormore databases,includingtheBMCServiceDeskExpressdatabase.
7.4.2
1. 2.
P erformingAKnow ledgeSearch
UndertheI ncidentMa nagementmodule,selectK no w ledgeSearchtoopentheSIRsearchwindow. Enteraqueryinyourownwords.SIRwillfindthebestmatchintheavailabledatasources.
Note:SIRusesanaturallanguage,lexicalanalyzertosearchforwordsinaquery.Itdisregardssuchwordsas "and,""but,""the,""as,"and"a". SIRisnonBooleansoquotationmarksarenotneededaroundwordsor
40
ServiceDeskExpress
3.
ClicktheSubmitbuttontobeginthesearch.Whenthesearchiscomplete,theresultswillbedisplayed onthescreen.
Resultsfromyoursearchmaybeformatteddifferentlyfordifferentsourcesofinformation.Thesourceofthe retrievedinformationislistedintheSou rcecolumnontheresultsscreen.BMCServiceDeskExpressSIRsearch results(labeledI ncident)areformattedtocomplementyourincidentticketformat:
I ncidentSummary I ncidentResoluti on
Thisisthetextgleanedfromanincidentsummary.Youcancopyand pastethistextintoyourIncidentticketorworkorder. Thisistextgleanedfromanincidentresolution.Youcancopyand pastethistextintoyourincidentticketorworkorder.
CopyingInformationtoanIncidentTicket YoucancopyportionsofthedisplayedinformationandpastethemintotheIncidentDescriptionorIncident Resolutionfieldsinanincident. Forexample,tocopyinfo rmatio ntoanincidentticket: 1. 2. HighlightthedesiredinformationintheSIRsearchresultswindow. ClicktheCop ySolutio nbutton.
Asaquickreference,knowledgebaseisalsosavedbySubjectCategory.Forexample,clicktheSubjectbutton.
Knowledgewassavedbycategoryofsubjects.CHCmanagerhasaccesstosaveinformationforfutureuseforall groups.Inordertomakeanymodificationsoradditions,sendanincidenttotheComputingHelpCentreManager andtheywilltakecareoftranslationandcorrectspelling. PleasenotethattherequesthastocomefromGA.
41
ServiceDeskExpress
IftheDescriptionand/orResolutionfits,highlighttheDescriptionandResolutionyouwanttocopytoyour incidentiftherearemorethanone,thenchecktheboxesasshownabove.Youcanreusethesavedresolution foryourcustomeremailnotificationithasbeencopiedtoyourincident.ClickOK.
42
ServiceDeskExpress
8.(NEW !)I nventoryManagement

Thissectiongivesyoutheabilitytomanagebothpeopleandassets. Configurations: ConfigurationItemisanentitythatispartofyourenvironmentandhasconfigurableattributes. Theconfigurationformtracksitemsorgroupsofitemsassignedtoaspecificclientorcompany.Using theconfigurationform,youcanassignandmaintainmultipleconfigurationsusinganuptodate inventoryofallitemsassociatedwithvariousclients.Aclientorcompanycanhavemultiple configurations.TheConfigurationsmoduleisintegratedwithmanypartsofyoursystem,includingthe InventoryItems,Incidents,Clients,andWorkOrdermodules. InventoryCatalogs: Inventorycatalogsaregroupsofinventoryitemswithsomethingincommon.Theinventorycatalog containsinformationaboutyourproductlinethatisusedthroughoutthesystemandtracksallproducts inyourcompanysinventory.Theinventorycatalogprovidesgeneralinformationaboutproductsandis linkedtothespecificitemdataontheinventoryitemform.
InventoryItems: Inventoryitemsrepresenttheindividualpiecesofequipmentcontainedinaninventorycatalog. Inventoryitemstrackinformationabouttheactualitemsthatmakeupyourinventorycatalogandthe warrantiesandmanyotherinformation.Youcanrecordeachinventoryitemcoveredunderacontract, thecost,vendorinformation,andexpirationdate.
Supportstaffscanaccesstheirinventorydatainoneofthefollowingways: Viewinginventoryitemsorganizedbypartnumber. Viewinginventoryitemsgroupedbytheirassignmenttoaclient. Viewingallinformationaboutaspecificinventoryitem.
8.1
W orkingW ithI nventoryI tems
TheInventoryItemmoduletracksspecificinformationaboutactualitemsthatmakeupyourorganizations equipmentinventory. Youcansetupandcreateinventoryitemrecordsthatrepresentindividualpiecesofequipmentincludedinan inventorycatalog.Forexample,ifyouhaveacatalogforIBMcomputers,youcancreateaninventoryitemfor eachcomputerthatisownedbyyourdepartment. However,asasupportstaffyouwillnotberesponsibleformanaginginventoryitems.Youwillberesponsiblefor itemsthatarerelatedtoaclientsrequest,anincidentorworkorder. Forexample,aclientmayrequesttohaveadesktopreformatted.Usingtheassetmanagementoptionsyouwill beabletoaddthespecificitemalongwithitsinformationtotheincident. Note:Assetmanagementfeatureswillbeusedforemployeeaccountsonly.
8.1.1
AssigningAnI nventoryI temtoAnI ncident
YoumayneedtoaddanInventoryItemtoaclientsinformationform.Toaddaninventoryitemfromanincident form 1. 2. 3. IntheClientI Dfield,entertheclientIDandpressEnte r.Thiswillfilltheclientsinformationsection. Clickontheclientinformationicon.TheClientI nfo rmationwindowwillappear. ClickontheCon figuration sClientstab.
43
ServiceDeskExpress
4. 5.
DoubleclickontheclientsconfigurationID.TheConfigu rationwindowwillappear. ClickontheI nvento ryI tem stab.
6.
IntheI nventoryI temsfield,rightclickandselectAddNe w I nvento ryI tem.TheI n vento ryI tems windowwillappear.
44
ServiceDeskExpress
7.
ClickonthearrownexttotheP artfield.TheInventoryCataloguewindowwillappear.
8. DoubleclicktheitemyouwanttoaddtotheclientsInventoryItemslist. 9. ThiswillfilltheI temI nformationsection. 10. EntertheserialnumberintheSerial#field. Note:Ifyouhavemorethenoneitemtoadd,repeatsteps6to10. 11. ClickSave.
45
ServiceDeskExpress
8.1.2
1. 2. 3. 4. 5. 6. 7. 8.
RemovingAnI nventoryI temFromAnI ncident
FromtheClientI Dfield,entertheclientIDandpressEnter.Thiswillfilltheclientsinformation section. Clickontheclientinformationicon.TheClientI nfo rmationwindowwillappear. ClickontheCon figuration sClientstab. DoubleclickontheclientsconfigurationID.TheConfigu rationwindowwillappear. ClickontheI nvento ryI tem stab. IntheI nventoryI temsfield,doubleclicktheitemyouwanttoremove.TheinventoryItemwindow willappear. ClickDelete.Awarningwindowwillappear. ClickY es.
8.1.3
1.
RetrievingAClientsI nventoryI temsFromAnI ncident
FromtheClientI Dfield,entertheclientIDandpressEnter.Thiswillfilltheclientsinformation section.
Note:InformationshouldalsobeaddedintheConfigurationIDfield.Ifthatisnotthecase,clickonthe arrownexttotheCon figurationI Dfield,entertheclientIDandclicksearch.Youshouldthenbeableto retrievetheclientsConfigurationID. 2. ClickonthearrownexttotheP artDescriptionfield.
3.
Doubleclickontheconfigurationitemyouwanttoassigntotheincident.
46
ServiceDeskExpress
9.(NEW !)ManagingW orkOrdersP ilot

WorkOrdersareusedtotrackandrecordtaskorientedresolutionsassociatedwithresolvinganincidentthat couldnotberesolvedonfirstcontact.Thesetaskorientedactionsareforinternaluseonly.Youcanassociatea singleormultipleworkorderswithanincident. Forexample,youmightreceiveacallrequestingequipmentbemovedfromonebuildingtoanother.Youcan leavetheincidentopenuntiltheworkorderiscompleted.Leavingtheincidentopenaftercreatingtheworkorder allowsthesupportstaffmembertofollowupontheprogressoftheincident. Asyouwillbeusingtheworkorderoption,youwillsometimehavetoworkwithitems.Theseitemsarecalled configurationitems.Morespecifically,configurationitems(CI)areentitiesthatarepartofyourenvironmentand haveconfigurableattributes.Theseentitiescanbephysical(suchasacomputersystem)logical(suchasan installedsoftwareprogram),orconceptual(suchasabusinessservice).Whencreatingaworkorderyouwillbe abletoselecttheappropriateCIfortherequest.
9.1
CreatingAW orkOrder
Youcancreateaworkorderfromanexistingincident. 1. 2. 3. UnderI n cidentManagement,selectModify/ View I ncidents.Theu Otta w aI ncidentwindowwill appear. ClickFindandselecttheincidenttowhichyouwanttocreateaworkorder. OntheW orkOrdertab,rightclickandselectAddnew w o rkorder.
Whenyoucreateaworkorderfromanincident,alltheassociateddetailsoftheincidentareautomaticallyfilled intotheworkorderform.Theincidentnumberisalsocopiedintotheworkordersothatasupportanalystcan seewhichincidenttheworkorderrelatesto.
47
ServiceDeskExpress
4. 5.
ClickthebuttonnexttotheSubjectbox.TheSubjectwindowappears. Selectasubjectthatidentifiesthereasonforcreatingthecurrentworkorder,andclickOK.
N ote:TheSubjectboxcanfillintheDescriptionandRe solutionboxesifastandarddescription
orresolutionisassociatedwiththeselectedcategory,andyouselectedtoincludethatstandard descriptionorresolutiononthecurrentworkorder.Additionally,ifanurgencyisassociatedwith theselectedcategory,theU rgencyboxfillsin. 6. 7. ClickthebuttonnexttotheU rgencybox.TheSelectfromU rg encywindowappears. DoubleclicktheappropriateurgencyID.Ifadurationisspecifiedontheurgencyrecord,theduedateis calculatedandfillsintheDueDatebox. 8. ClickthebuttonnexttotheDueDatebox.TheSelectDatewindowappears. 9. Doubleclickthedatethisworkorderisduetoberesolved. 10. IntheSumma rybox,typethesymptomsfortheworkorderreportedbytheclient.Theworkorder descriptionisstoredaspartofthecurrentworkorderandaspartofyourhistoricaldatabaseforsolving futureincidents. 11. IntheResolutionbox,typethesolutiontakentoresolvetheworkorder.Thisinformationisstoredas partofthecurrentworkorderandaspartofyourhistoricaldatabaseforsolvingfutureincidents. 12. ClickSave. Note:Noemailsaresenttothecustomer.Forinternaluseonly,cannotbeviewedusingselfserve.
9.1
AddingW orkOrderDetails
TheworkorderdetailstabsatthebottomoftheWorkOrderwindowallowsyoutoassociateworkorderdetailsor workorderattachmentswithaworkorder. Ex:Ifyouwanttoaddanattachmenttoyourworkorder 1. ClicktheW o rkOrde rAttachmen ttab. 2. Rightclickonthetab.TheAddAtta chmentmenuappears. 3. ClickAddAttachment.TheAttachmentwindowappears. 4. IntheURLLinkfield,typeaURLlinkifyouwanttoattachalink,orclickB ro w seandselectthefile youwanttoattach. 5. ClickSave.AnentryfortheassociatedattachmentappearsontheW o rkOrderA ttachmen ttab.
9.2
CreatingACopyOfAW orkOrder
Youcanquicklycreateaworkorderassociatedtothesameincidentandreuseitforanotherworkorder.Youcan dothisbycopyingtheworkorderandthenchangingthedatatoreflecttheworkordertobe. 1. 2. 3. 4. 5. Selecttheworkorderthatyouwanttocopy. ClickCopy.Amessageappearsaskingifyouwanttocreateacopy. ClickY es.Theworkorderiscopiedandassignedanewworkordernumber, Makechanges. ClickSave.
9.3
ModifyingW orkOrderI nformation
1. 2. 3.
Opentherecordyouwanttomodify. Makethemodifications. ClickSave.
48
ServiceDeskExpress
9.4
ChangingTheStatusOfAW orkOrder
Toplaceaw orkorde ronhold: 1. ClickW orkOrdersundertheI n cidentManagementheaderonthenavigatorbar.TheW o rkOrde r windowappears. 2. ClickFind.TheSelectFromW o rkOrde rswindowappears. 3. Doubleclicktherecordyouwanttoplaceonhold.TheW o rkOrderwindowreappearsandfillsinwith datafromtheselectedworkorder. 4. IntheWorkOrderwindowchangethestatusoftheincidenttoP ending,W aitingClients,W aiting P artsorScheduleddependingonthesituation. 5. ClickSave. Whentheworkorderisresolved,youcanchangethestatustoClosed.
9.5
1. 2. 3. 4.
ClosingAW orkOrder
ClickW orkOrdersundertheI n cidentManagementheaderonthenavigatorbar.TheW o rk Orderwindowappears. ClickFind.TheSelectFromW o rkOrde rswindowappears. Doubleclicktherecordyouwanttoclose. FromtheStatu sfield,clickClose.
9.6 ReopeningAW orkOrder

Toreopenaclosedw orko rder 1. 2. 3. 4. 5. ClickW orkOrdersundertheI ncidentMa nagementheaderonthenavigatorbar.TheW o rkOrde r windowappears. ClickFind.TheSelectFromW o rkOrde rswindowappears. ClickClosedtoviewalistofclosedworkorders.Thelistisupdatedanddisplaysclosedworkorders. Doubleclicktherecordyouwanttoreopen.TheW orkOrderwindowreappearsandfillsinwithdata fromtheselectedworkorder. OntheA ction smenu,clickRe openW orkOrder.ThestatusoftheworkorderchangestoOpen .A systemgeneratedrecordiscreatedtoidentifythetimeanddatethereopenactivitytookplace,the staffmemberwhoinitiatedtheactivity,andthattheclockhasbeenstarted. ClickSave.
6.
49
ServiceDeskExpress
10.SecondContactsW ithTheCustomer 10.1 TransferringAnI ncidentToACCSResource
WheneveranincidentistransferredtoaCCSresource,theresourcewilladvisethecustomerofthetimerequired forcontactingtheclient.TheticketisassignedtoagroupexpertgroupsareidentifiedinBMCServiceDesk Expresswithgroupdefinitionsandbysupportcategory.AnautomaticemailnotificationissenttotheGroup Administrator(GA).TheCCSresourcetakesownershipoftheincident. Inordertobettermanagetheseverities3,2and1,theCHCensuresacontactismadetothegroupbycellular telephoneorpager.Maximumresponsetimetoanswerpagercallsis10minutes.
10.1.1 AssignToGroup
YoucanassignanincidenttoagroupusingtheAssignTocommandontheActionsMenu.Formoreaccurate transfersbetweengroups,allCCSalwaysassignsincidentstoagroupwhoseadministratorwillassignthemto theappropriatememberofhis/hergroup. Ifyouwanttoassignanincident,selectanitemfromtheA ssig nToMenu.Whenyouassignarecordtosupport staffmember,ortoagroup,therecordisautomaticallysavedwiththeupdatedassignment. TheAssignToWindowcontainsthefollowingactions:
Staff(F) Group(P) MemberofMyGroup/s(E) Myself(M) ClearAssignTo(T)
Basedontheindividual'sschedule,theymaybeeitherAvailableorNotAvailable.Youcanassignan individualevenifheorsheiscurrentlyNotAvailable. Note:AsabestpracticeallSDEusersassignincidentstoaspecificgroup.Thegroupadministratorwillthen decideonthedistributionofthework.
10.2
ManagingBMCServiceDeskExpressI ncidentsW ithin OtherGroups
TheGAisresponsiblefordistributionoftheworkwithinhisorhergroup.Verificationoftheticketsisbetter managediftheyareverifiedatleasttwiceaday,earlymorningandearlyafternoon.Individualgroupsmayat thispointwanttoassignticketstomembersoftheirgroup. AllindividualsareencouragedtoaskBMCServiceDeskExpresstoautomaticallysendanemailnotificationusing theStaffAvailabilitymoduletoensuretheyreceiveanotificationwhenticketsareassignedtotheirBMC ServiceDeskExpressaccount.
50
ServiceDeskExpress
10.3ContactingTheCustomer
Severitieshavedifferentschedulesforcontactingthecustomer.SeeCCSStandardsofService: http://www.uottawa.ca/services/ccs/docs/standards.html Theresourceisexpectedto: contacttheclient(resolvetheincident,makeanappointment,advisethecustomerthatheorsheisworkingat resolvingtheincident)accordingtothedelayoftheseverityassigned, adddetailstotheincident,and modifythestatusfieldaccordingly.
nd P romptne ss:2 LevelResponseTime
Severity Levels 1 2
Definition Central resource failure such as central file server, Unix servers, MVS administrative mainframe. When a service/department/faculty is affected by a computing failure and no workaround is possible. Multiple persons cannot work. One client is unable to continue their work and there is no alternative for him/her Installation of software or hardware. The client can pursue his/her current work. The installation is not critical to his/her current projects. A non-critical problem. Client can continue to work and this function is non critical to his/her current projects.
Response Time Immediate Contact with the client will be done within one hour of the call. If required, the technician will be on site within one hour. Contact with the client will be done within four working hours of the call and if required, a technician will be on site within four hours. Contact with the client will be done within one working day. If required, the technician will be on site within 5 working days. Contact with the client will be done within one working day, and if required, a technician will be on site within 10 working days.
10.4
AddingDetailsToTheI ncident
AlldetailsrelatedtotheincidentaresavedintheIncidentDetailssectionoftheticket. DetailsenteredinthissectionwillservetoinformCCSresourcesandCHCoftherelatedinformationregarding support. Iftheresourcemodifiestheseveritylevelassignedtotheincident,anotewillbeaddedtothedetailssection.
10.4.1
I ncidentMonitorrelatedfields
MenuCommands
Action s CreateI ncident AllowstheusertocreateanewincidentticketfromtheIncidentMonitorwindow. CreateI ncidentFrom OpenstheWhiteBoardpopupwindow.OnceaWhiteBoardNoticeisselected,the W hiteBoard IncidentwindowopenswiththeWhiteBoardIDassociatedwiththenewticket. OpenstheRecurringpopupwindow.OnceaRecurringIDisselected,theCreate CreateI ncidentFrom IncidentfromQuickTicketTemplatewindowisdisplayed.Verifythedata,modifythe QuickTicket necessaryinformation,andclickOKtoaddanewincidenttickettotheselectedClient ID. AssignTo Reassignstheselectedincidentticket(s)toadifferentsupportstaffmemberorgroup.
51
ServiceDeskExpress
Close QuickClo se ReopenCall I ncrementI n cident Cou nter
OpenstheEnterClosingDatawindow.Enterthenecessarydatatoclosetheselected call. Automaticallyclosestheselectedincidentticket(s). Reopenstheselectedclosedincidentticket(s). IncrementsthecallcounterlocatedintheIncidentInformationframeoftheIncident form.
Rightclickontheappropriatetabtoinvokeadditionalmenucommands.
Tab
I ncidentDetails Request W hiteBoard QickTicket ClientComments
Actions
AddNewIncidentDetails Allowsyoutoentertextonthenotepad,anddisplaystheincidentdescriptionofthe selectedincidentticket. Displayswhiteboardsthatareattachedtotheselectedincidentticket. Displaysrecurringtasksthatareassociatedwiththeselectedincidentticket. AllowsyoutocreateanewcommentoreditexistingcommentsforthisClientID.
Tabs
ContainsaNotepadthatcanbeusedasaquickwaytorecordtheclient'sinformation, whichcanlaterbeusedtopopulatetheIncidentDescription.TheNotepadcanalsobe usedinconjunctionwiththeFilterKeyWordbuttonasawaytofurtherfilterincident tickets.TheIncidentDescriptionfielddisplaysdatafortheincidentrecordcurrently selectedintheIncidentInformationframe. DisplaystheincidentdetailsfortheincidentrecordcurrentlyselectedintheIncident Informationframe. DisplaysthecurrentlistofWhiteBoardrecordsthatcanbeusedtocreateanew incidentticket. Displaysthecurrentlistofrecurringrecordsthatcanbeusedtocreateanewincident ticket. DisplaysalistofclientcommentsforthecurrentClientID.
Request
IncidentDetails WhiteBoard QuickTicketTemplates ClientComments
I ncidentI nformation
IncidentdisplayFilter StatusRadioButtons SortedByQuery TicketGrid Filtersticketsbyclient,Faculty,services,subject,ordepartment. Allowtheusertoviewopenorclosedcalls,orboth. Doubleclickthecolumntosortby,andentercharactersinthefield.ClicktheReQuery buttontonarrowdowntheprevioussearchresults. Atableofticketsthatmatchthespecifiedcriteria.
Toolbar
Refresh Resetform KeyWordFilter LinkWhiteBoard UnlinkWhiteBoard Clientview Help UpdatestheIncidentsinformationframeandtheselectedtab. Clearsalloftheinformationfromallfields. Filtersthelistofcalls(iftheuserentersakeywordinthenotepad)bysearchingfor thattextintheIncidentdescriptionfieldofthecallsdisplayed. Linkstheselectedincidenttickettoawhiteboardnotice. Unlinkstheselectedincidenttickettoawhiteboardnotice. OpenstheClientsmodulesothattheusercancreateanewclient,ormodifyclient information. DisplaysonlinehelpforIncidentMonitor.
52
ServiceDeskExpress
10.5P rovidingStatusAndP rogressOfI ncidents

TheCCSresourcesarealsoresponsibleforkeepingcustomersinformedonthestatusandtheprogressof incidents.WhenacustomermakesinquiriesaboutanincidentattheCHCtheanalystwillverifyticketdetails, addfurtherinformationaboutthecustomerinquiryandincrementthecall.Anautomaticemailnotificationis senttotheticketownerandGA.Pleaseremembertoupdatethedetailssectionaswellasincrementalcall counterfromtheactionmenu. Theemailnotificationfeatureishandyforsendinginformationtoauseroraservicepartner.Theemail notificationinthedetailssectionwillletyousendanemailandautomaticallycopytheinformationinthedetails section.Privilegedorpersonalinformation(suchaspasswords)shouldnotbeincludedintheresolutionfield, pleaseuseemailnotificationinstead.
10.6SDEEscalationSchemes
TheSDEescalationschemewillverifythetimetheticketisleftopen,ifthestatusremainsunchangedafter suggestedtime,anemailissenttotheGAandtheHelpLineGA. SeveritiesusetheUniversityregularbusinesshours(http://www.uottawa.ca/allabout/hours/)schedule. Urgency1withSystemFailureassubjectcategoryusethe24hourschedule. Consulthttp://www.ccs.uottawa.ca/professionals/supportmagic/ccsstandardsservice.htmlforinformation aboutseverities. EMailnotificationsaresenttoincidentowner,GA(GroupAdministrator)andClientServiceswhenincidenthas notbeenupdated.
53
ServiceDeskExpress
11.ClosingTheI ncident
Theincidentisresolvedwhenthenormalserviceoperationsarerestoredandtheusersarebackonline.When youhavesolvedtheincidentandrecordedallnecessaryinformation,youcanclosetheIncidentwiththestatusof theincident,changetoClo se. Theclosingdateandtimewillbedisplayedinthetitlebaroftheclosedcall,andthesystemwillinsertadetail lineindicatingthedateandtimethatthecallwasclosedandthesupportstaffmemberwhocloseditalongwitha URLforcustomerfeedback. UsetheRe solvedstatuswhenyouneedtoscheduleafollowupcall,adda standarddescriptionorresolution,closearelatedworkorder,sendanotificationtotheclient,orotherwise modifythecallclosingdata.
11.1
P rovidingAFixToCustomers
Whenknownerrorshavebeenidentified,theCCSresourcewillgoaheadandclosetheticketusingtheActions menuandclose.Thecustomerwillreceiveanemailnotificationconfirmingthattheincidentisresolved.The emailwillbedirectedineitherFrenchorEnglishdependingonclientinformationsavedinBMCServiceDesk Express.
De:smtest@uottawa.ca :cstonge@uottawa.ca Envoy:xxxxx Objet:Avisdefermeture(XXXXXX)
BonjourChantal, Jevousacheminelesrsultatsdevotredemandetellequedcritelincident numroXXXXXX: Votredemande: Nhsitezpascommuniqueravecnouspourtoutrenseignement complmentaire.Laisseznoussavoirsinousavonsrencontr vosattentesaujourdhui:remplisseznotreformulairedvaluationau http://www.sic.uottawa.ca/cybersos/sondage.html Receveznossalutationsdistingues. ChantalStOnge Centred'assistanceinformatique,Serviceslaclientle Servicedel'informatiqueetdescommunications http://www.sic.uottawa.ca/cybersos(613)5625800poste6555 ************************************************************* *Assistanceinformatique:http://www.sic.uottawa.ca/cybersos *Changementdemotdepasse:http://www.infoweb.uottawa.ca *Heuresd'ouverture:http://www.sic.uottawa.ca/heures.html *RapportannuelduCentred'assistanceinformatique: * http://www.sic.uottawa.ca/apropos/rapportannuelcai.ppt *************************************************************
54
ServiceDeskExpress
HereistheEnglishversion. HelloChantal, ImsendingyoutheresultsofyourrequestasdescribedinincidentnumberXXXXXX: Yourrequest: Donthesitatetocontactusshouldyouneedanyadditionalinformation. Havewemetyourexpectationstoday?Letusknowbyfillingouttheevaluationform: http://www.ccs.uottawa.ca/cybersos/survey.html Sincerely, CassieMerciusCharles ComputingHelpCentre,ClientServices ComputingandCommunicationsServices http://www.ccs.uottawa.ca/cybersos(613)5625800ext.6555 ************************************************************* *ComputingHelp:http://www.ccs.uottawa.ca/cybersos *PasswordChanges:http://www.infoweb.uottawa.ca *BusinessHours:http://www.ccs.uottawa.ca/hours.html *ComputingHelpCentreAnnualReport: *http://www.ccs.uottawa.ca/about/chcannualreport.ppt *************************************************************
11.2
P rovidingW orkAroundsAndP ermanentFixesTo Customers
Insomecases,problems(unknownunderlyingcauseofoneormoreincidents)needtobeaddressedbya2nd groupbyidentifyingtherootcauseofproblemsandremovingtheerror. Inthecasewheretheusersarebackonlinebuttheproblemneedstobeworkedonthecustomerisprovided withatemporaryworkaroundandshouldbenotifiedusingBMCServiceDeskExpressaccordingly. Inordertoprovideinformationconcerningthetemporaryworkaround,theresourceneedsto: ProvidetheinformationintheIncidentResolutionfield AssignaResolvedstatustotheincidentand Continueworkingontherootcauseoftheproblem.
ThecustomerwillreceiveanemailnotificationincludingtheSummaryandResolution.Nosubsequentemails willbesenttotheclientunlessusingtheemailnotificationfeatureintheDetailssection.
11.3
ContactingTheCustomerW ithAP ermanentFix
Whencustomersgetapermanentfixoftheproblem,thentheresourceneedstocontactthecustomer.When closingaticketthatwaspreviouslyassignedaPendingstatus,thecustomerwillnotgetanemailnotification. Itisuptotheresourcetocontactthecustomerorrepresentativetodeterminethenextstepstothepermanent fix.
55
ServiceDeskExpress
11.4ReOpeningI ncidents
Ifacustomersproblemcontinuestooccurthatisrelatedtotheoriginalincident,youshouldreopentheincident insteadofcreatinganewone.
emailnotificationissenttoincidentowner,GAandClientServiceswheneveranincidentisreopened. emailnotificationissenttothecustomerwhenincidentsarereopenedasaconfirmation.Usethe resolvedstatuswheneveryouhavetocontinueworkingattheproblem.
Pleaseensurethatonlyoneticketperincidentiscreatedandkeptupdated,somealternativestobettermanage yourworkflowarethestatusfields(pending,waitingforclient,resolved).
56
ServiceDeskExpress
12.(NEW !)CollaborativeW orkspace 12.1 UsingTheCollaborativeW orkspace
Thecollaborativeworkstationprovidesaccesstoamessagingforum,whichBMCServiceDeskExpresssupport staffanduserscanusetocommunicatewitheachother. ThediscussionforumsareaccessiblethroughthenavigatorbarfromtheBMCServiceDeskExpressconsole.This allowsyoutograntaccesstoindividualsupportstaffs,supportgroups,individualusers,orentiredepartments.
Whenyoureplytoadiscussionforumemail,themessageisautomaticallyconsideredtobeareplytotheoriginal messageandpostedtothediscussionboard.
DiscussionForumWindowInformation Field State Topics Subscribed Members Posts Creator LastPosted Description Showswhetherthediscussionforumisactiveorinactive.Aninactivetopicwillnot appearinthediscussionforum. Providesalistofdiscussiontopicsthatyoucansortinascendingordescendingorder. Showswhetheryouhavesubscribedtothediscussionforum. Showsthetotalnumberofuserswhohavesubscribedtothediscussionforum. Providesthetotalnumberofmessagesordiscussionthreadsthathavebeenpostedto thediscussionforum.Youcansortthisinascendingordescendingorder. Thenameofthepersonorgroupwhocreatedthediscussionforum.Creatorcanbe sortedinalphabeticalorder. Thedatewhenthetopicwaslastposted.Thiscanbesortedbydate.
View ingDiscussionTopicsW ithinAForum

Youcanviewthedetailsofatopicwithinadiscussionforumincludingalltherelatedmessagesandemailthreads associatedwiththetopicifyouhavethepermissiontodoso. Toviewdetailsofatopicwithinaforum: 1. 2. 3. 4. LogintotheBMCServiceDeskExpressapplication. Fromtheleftnavigationbar,clickCollabora tiveW ork space. ClickDiscussionFo rum s.TheDiscussionFo rumwindowappears. FromtheTopicscolumn,selectthetopicforwhichyouwanttoviewdetails.Thedetailsofthetopic appearwithalltherelatedemailmessages.
I mportan t:Ifyoudonothavereadpermissions,thetopicwillnotbeahyperlinkandyouwillnotbeableto viewthetopicdetails.
AddingNew MessagesToADiscussionForum
Youcanaddnewmessagestoadiscussionthatsomeoneelsehasposted. 1. 2. FromtheMessagesw ithinaDiscu ssio nTopicwindow,selectthetopicforwhichyouwanttoadda newmessage. ClicktheAddNew Messageiconlocatedinthetoprightcornerofthediscussiontopicwindow.The Collaboratio nMessageReplyCreatewindowappears.
57
ServiceDeskExpress
3.
4.
Enterthefollowinginformation: a. IntheSubje ctlineofthemessage,entertext. b. Inthebodyofthemessage,entertext. ClickSend.
I mportan t:Pleasesignattheendofyourmessageinordertobeabletoidentifythesender. Note:EachmessageyousendwithinadiscussionforumwillbesenttoallSDEusers.
View ingMessagesFromADiscussionForum
Youcanviewmessagespostedtoadiscussionforumifyouhavethepermissionstodoso.Youcanview messagesinahierarchicalmannerorviewmessagesusingtheflatliststyle. Toviewanewmessage: 1. 2. FromtheDiscu ssio nFo rumwindow,clickthetopicforwhichyouwanttoviewamessage.The Messagesw ithinaDiscussionTopicwindowappearswithalistofmessages. Clickthemessageforwhichyouwanttoviewdetails.Thedetailsofthemessageappear.
ReplyingToMessagesOnADiscussionForum
Youcanviewmessagespostedonadiscussionforumifyouhavepermissiontodoso. 1. 2. 3. 4. 5. FromtheDiscu ssio nFo rumwindow,clickthetopicforwhichyouwanttoviewamessage.The Messagesw ithinaDiscussionTopicwindowappearswithalistofmessages. Clickthemessagetowhichyouwanttoreply.Thedetailsofthemessageappear. ClickReply. Inthebodyofthemessage,entertext. ClickSend.
58
ServiceDeskExpress
13.CrisisManagement 13.1 I ntroduction
ThecrisismanagementteamattheCHCarepresentedinorderofcontact 1.SeniorAnalyst:DenisDagenais,incaseofabsencereferto 2.Manager,ComputingHelpCentre:ChantalStOnge,then 3.AssistantDirector,ClientServices:DeniseVaillancourt TheCCSresourcesmanagementteamsarepresentedinorderofcontact 1.Staffresponsibleoftheunitspagerorcell 2.Staffresponsibleformanagingthecrisis 3.StaffresponsibleforinformationandupdatestoCHC ItistheresponsibilityoftheManageroftheresourcestodetermineinternallytheresponsibilitiesandmaking surethatareliablecontactisprovidedtotheCHC. Informationrequiredforalltypesofsystemfailure 1.CHCstaffresponsibleformanagingthefailureattheclientsperspective 2.CCSresourcesavailablefortheCHC 3.Confirmationofthesystemthatfailed 4.Detailsoftheimpacttothecustomer 5.Timelines Availability Maximumresponsetimetoanswerpagercallsis10minutes CCSandCHCresourcesremainavailableduringthecrisis
13.2
I dentificationOfSystemFailure
IncidentsopenedattheComputingHelpCentres(CHC)analysts theCHCresourceresponsibleformanagingthesystemfailureisnotifiedofthepossiblesystemfailureby i.analystsattheCHCor ii.CCSresources
13.3
ConfirmationW ithDesignatedGroups
TheCHCresourcemanagingthecrisiswillcommunicatewiththeappropriateCCSresourceusingpagerorcell theCHCisresponsibleofreleasinginformationtousers thetworesourcesremainavailableforupdatedinformation
13.4
CommunicationToClients
ClientmessageisnegotiatedbetweentheCHCresourceandtheCCSresourcemanagingthesystemfailure communication,updatesandresolutionissenttoclients consideremergencyvoicemessagelistifthesystemfailureiscriticaltoallusersoncampusi.e.mailbox,CICS, Web,Locutus consideremaillistifthesystemfailurewillnotaffectthedaytodayactivitiesofusersoncampusi.e.backup services.
59
ServiceDeskExpress
13.5
UsingW hiteBoardforRecordingADisruption
Thewhiteboardisabulletinboardcreatedforeachsituationthatmultiplepeopleneedtoknowabout.Atypical exampleofwhenawhiteboardisrequirediswhenanetworkservergoesdownorwhensharedresources becomeunavailable.Thewhiteboardallowsananalysttocreatearelationshipbetweenanincidentticketanda whiteboardnotice. W hiteboardcreationrules ThecreationandmaintenanceofthewhiteboardisnegotiatedbetweentheCHCresourceandthe CCSresource.Theincidentsattachedtothewhiteboardbearthesameownerasthewhiteboard. Thewhiteboardiscreatedincludingdescription,scrollingmessageandadditionaldetails. TheresponsibleCHCresource,attachesexistingticketstothewhiteboardandassignsthema pendingstatus. AllconsequentticketsarecreatedbytheCHCanalystsusingthewhiteboardandareassigneda pendingstatus. Whiteboarddetailsaretobeupdatedwithrecentinformation. Whiteboardmessageistobemodifiedwhenrequired.
UsetheWhiteBoardwindowtocreateanewwhiteboardmessage,ortomodifyanexistingwhiteboard message.
Toolbar
Help CreateaNew W hiteBoard RefreshW hite Board TurnOn/ OffCycleM ode DisplaystheOnlineHelpforthistopic. OpenstheWhiteBoardcreatewindow. ReloadsWhiteBoarddatafromthedatabase. Whencyclemodeisenabled,theWhiteBoardMonitorwindowdisplayseachWhite Boardmessagesequentiallyforashortperiodoftime(approximately5seconds foreachmessage). OpenstheIncidentPopupwindowsoyoucanselectaincidenttoaddtothe LinkedCallslistonthecurrentWhiteBoard. Removesthehighlightedlinkedcall(s)fromtheLinkedCallslist.
LinkCalltoW hiteBoard UnlinkSelectedCalls fromW hiteBoard
60
ServiceDeskExpress
MenuCommands Actions
CreateIncidentFromWhite Board AllowsyoutocreateanIncidentticketfromtheWB.
13.5.1
W hiteboardW indow s
Youcanconfigureawhiteboardnoticetoidentifyhowoftenitisupdated(refreshed),whenthemessageappears, andtheformatinwhichthemessageappears(textsize,textcolor). Inthewhiteboardmonitorwindowyouwillfindthefollowingareas:
W hiteboard N otice s box This area displays all current whiteboard records listed by the whiteboardID. W hiteboard Message Display Whenawhiteboardnotice isactive,thetextdisplays here.Ifthecyclemodeis turned on and multiple whiteboard notices are active, the system cycles through the notice messagesonebyone. Linked I ncident Calls ListBox This area displays all incidents linked to a selectedwhiteboard. Note: In order to reduce network bandwidth usage,linkedincidentsdo not appear while the Cycle Mode is turned on. When the Cycle Mode is turned off, the window refreshes to display linked incidents for the selectedwhiteboard.
61
ServiceDeskExpress
13.5.2
CreatingAW hiteboardNotice
Youcancreateawhiteboardnoticetopostimportantmessagestosharewitheveryoneinyourorganization.For example,youcanusethewhiteboardtopostamessageaboutanetworkserveroutagethatwillaffecttheentire organization. Tocreatewhiteboardnotice 1. ClickW hiteboardundertheCrisi sManagementheaderonthenavigatorbar.TheW hiteboard windowappears.
2. 3. 4. 5.
IntheW hiteboardI Dbox,typeauniquealphanumericidentifierforthiswhiteboardnotice.The standardIDisYYYYMMDD1,2 ClickthebuttonnexttotheSubjectbox.TheSubjectwindowappears. Selectasubjectthatidentifiesthereasonthiswhiteboardnoticeisnecessary,andclickOK . ClickthebuttonnexttotheU rgencybox.TheSelectfromU rg encywindowappears.
62
ServiceDeskExpress
6. 7. 8.
Doubleclicktheurgencylevelyouwanttoassigntothiswhiteboardnotice. ClickthebuttonnexttotheStatusbox.TheSelectFromSta tuswindowappears. Doubleclickthestatusyouwanttoassociatewiththiswhiteboardnotice.Bydefault,thestatusissetto Open. 9. SelecttheDi splayinSelfServicecheckboxifyouwanttoviewwhiteboardnoticesinSelfService (SelfServiceDeskorClientServices). 10. IntheNo tesbox,typeanynotesyouwanttosavewiththiswhiteboardnotice.Thisinformationis displayedwhenyoustartthewhiteboardticker. 11. IntheI ncidentDescriptionbox,typeadescriptionfortheincidentslinkedtothiswhiteboardnotice (unlessastandarddescriptionwassavedforthisparticularcategory). 12. ClickSave.
13.5.2.1 AddingW hiteboardDetails

TheWhiteboardDetailswindowtracksanyactionstakenagainstthecurrentwhiteboard.Thesupportaction savedwiththewhiteboardcontainsadescriptionofactionstakentoresolvethecriticalproblem. Thewhiteboarddetailwindowcontainsthefollowinginformation: Date Staff ActionID Description Duration Toaddwhiteboarddetails:AddinganincidenttoaW hiteboard 1. 2. 3. 4. 5. 6. 7. 8. ClickW hiteboardundertheCrisi sManagementheaderonthenavigatorbar.TheW hiteboard windowappears. ClickFind.TheSelectFromW hiteboardwindowappears. Doubleclicktherecordyouwanttouse.TheW hiteboardwindowreappearsandfillsinwithdatafrom theselectedwhiteboardnotice. ClicktheW hiteboardDetailstaborI ncidentstabtocreatewhiteboardassociationsforagiven module.Forexample,clicktheI ncidentstab. Rightclickonthetab.TheAddNe w I ncidentsmenuappears. ClickAddNew I ncidents.TheI n cidentwindowappears. Enterinformationabouttheincidentyouwanttoassociate. ClickSavetosavetheincidentyoucreatedandclosetheI ncidentwindow.Anentryfortheassociated incidentappearsontheI ncidentstaboftheWhiteboardform.
63
ServiceDeskExpress
13.5.3 ClosingAW hiteboard

Whenawhiteboardisnolongerneeded,youshouldcloseit.ThisclearsthewhiteboardfromtheWhiteboard window.Italsoclosesallincidentslinkedtothewhiteboardnotice.
ClosingawhiteboardnoticedoesnotremoveitfromtheWhiteBoardMonitor.Thenoticestillappearsinthe WhiteBoardMonitorandisseeninthescrollingtickeruntilanexpirationdateisprovided.Theexpirationdate defineswhenthenoticeisremovedfromtheactivelistofnotices.
1. 2. 3. 4. 5.
ClickW hiteboardundertheCrisi sManagementheaderonthenavigatorbar.TheW hiteboard windowappears. ClickFind.TheSelectFromW hiteboardwindowappears. Doubleclicktherecordyouwanttoclose.TheWhiteboardwindowreappearsandfillsinwithdatafrom theselectedwhiteboardnotice. Beforeclosingyoumaywishtoupdatethemessageboard.(i.e.Serverisnowupandrunning.) FromtheActio nsmenu,clickClose .TheCloseW hiteboa rdwindowappearsandfillsinwiththe currentlyloggedonuserID,thedateandtime,andthecategorydescription.TheStatusI Dbox defaultstoCLOSEDorthecustomizedclosedstatussetupbyyoursystemadministrator.
6. 7. 8.
ClickthebuttonnexttotheExpira tionDateboxanddoubleclickthedateyouwantthewhiteboard noticetoexpire. IntheI ncidentResolutionbox,typethestepstakentoresolvethiswhiteboardnotice.Acopyofthe resolutionissenttotheincidentslinkedtothiswhiteboard. ClickSave.
13.5.4 MonitoringAW hiteobard

Monitoringwhiteboardsisusefulindeterminingthecrisislevelofeventsoccurringinyoursystem. 1. ClickW hiteboardMonitorundertheCrisi sManagementheaderonthenavigatorbar.The W hiteboardMo nito rwindowappears.
WhiteboardsthathavebeensenttoALLorsenttothegroupoftheloggedonuserappearintheW hiteboardI D column.Bydefault,thefirstwhiteboardinthecolumnisselected.Thetextforthiswhiteboardappearsinthe
64
ServiceDeskExpress
areabelowthelist.Youcanmodifyanyofthewhiteboardsinthelistbydoubleclickingawhiteboard,which launchestheW hiteboardwindow. FromtheW hiteboardM onito rwindowyoucancreateanewwhiteboardnoticeandyoucanalsolinkorunlink incidentstowhiteboardmonitors.
13.5.5 LinkingI ncidentsToAW hiteboardMonitor

ToLinkincidentstoawhiteboardmonitor: 1. ClickW hiteboardMonitorundertheCrisi sManagementheaderonthenavigatorbar.The W hiteboardMo nito rwindowappears. 2. FromthetoppartoftheW hiteboardMonitorwindow,clicktheLinkI ncidenttoW hiteboard Noticeicon.TheSelectfromI n cidentswindowappears. 3. Selecttheincidentthatyouwanttolinktothewhiteboardmonitoranddoubleclicktheselected incident.Theincidentisnowassociatedwiththewhiteboardmonitor.
ToUnlinkincidentsfromawhiteboardmonitor 1. ClickW hiteboardMonitorundertheCrisi sManagementheaderonthenavigatorbar.The W hiteboardMo nito rwindowappearswithalistofincidentsthatarelinkedtothewhiteboardmonitor. 2. Selectoneormultipleincidentsthatyouwanttounlinkfromthewhiteboardmonitor. 3. FromthetoppartoftheW hiteboardMonitorwindow,clicktheUnlinkSelectedI ncidentsf rom W hiteboardicon.Theselectedincidentsarenotassociatedwiththewhiteboardmonitor.
65
ServiceDeskExpress
14.(NEW !)P reventiceMaintenance
Thisfeatureallowsmaintenancetaskstobecreatedandscheduledforinventoryitems.Thiswillallowusersto simplifythemanagementofrepeatingtasksthatareundertakenoninventoryitems.Forexample,atestbackup restorationprocedurecanbeimplementedonallservers,whichcreatesaworkorderautomaticallyonagiven schedulelike30days.
14.1
CreatingAP reventiveW orkOrder
Asyouwillbeusingtheworkordermoduleaswellasthepreventiveworkorderoption,youwillsometimehave toworkwithitemsthatmayormaynotbeassociatedwithaclient.Theseitemsarecalledconfigurationitems. Morespecifically,configurationitems(CI)areentitiesthatarepartofyourenvironmentandhaveconfigurable attributes.Theseentitiescanbephysical(suchasacomputersystem)logical(suchasaninstalledsoftware program),orconceptual(suchasabusinessservice).Theymustbeadirectpartofyourenvironment,rather thaninformationaboutsuchapart.
CreatingaP reventiveW orkOrder Note:Noclientsareassociatedwithapreventiveworkorder. 1. ClickP reventiveW orkOrderundertheP reventiveMaintena nceheaderonthenavigatorbar. TheP reventiveW orkOrderwindowappears.
2.
IntheAssetI nformatio nsection,enterthefollowinginformation: a. ClickthebuttonnexttotheCon figurationfield.TheSelectfro mConfigu ration s windowappears. b. Fromthelistofrecords,doubleclickanitemtoselectit. c. ClickthebuttonnexttotheP art#field.TheSelectfromI n ve ntoryI temswindow appears. d. Fromthelistofrecords,doubleclickanitemtoselectit.Ifthereisanassettag associatedwiththeproduct,theA ssetTagfieldisautomaticallyfilledin.
66
ServiceDeskExpress
3.
EnterthefollowinginformationintheP reventiveW o rkOrderInformationsection: a. ClickthebuttonnexttotheSubjectfield.TheSubje ctwindowappears. b. Selectasubjectwithwhichyouwanttoassociatethepreventiveworkorderandclick OK. c. ClickthebuttonnexttotheTypefield.TheTypewindowappears.
d. e. f. g. h. i. 4.
FromtheW o rkOrderTypewindow,doubleclickarecordtospecifythetypeofwork order. ClickthebuttonnexttotheU rgencyfield.TheSelectfromUrgencywindowappears. Selecttheurgency. IntheDueDatefield,entertheduedateforthepreventiveworkorder. IntheDescriptionfield,enterabriefdescriptionofthepreventiveworkorder. IntheResolutionfield,enterabriefresolutionofthepreventiveworkorder.
IntheP reventiveMaintena nceInformationsection,enterthefollowingdetails: a. ClickthebuttonnexttotheMaintenanceActionlist.TheP reventiveMaintenance Actionwindowappearsinreadonlymode.
b. c. d. e. 5.
Selectthepreventivemaintenanceactionandschedulethatyouwanttoassociatewith thepreventiveworkorder. IntheActualStartDatefield,enterthedatewhenthepreventiveworkorderstarts. IntheActualEndDatefield,enterthedatewhenthepreventiveworkorderends. ClickSave.
EnteradditionalinformationintheI nventoryServiceHistorytab. a. RightclickontheI nventoryServiceHistorytabandselectSe rviceI temto associateanitemwiththepreventiveworkorder.TheSelectfromtheI nvento ry Action swindowappears. b. Fromthelist,doubleclicktheI n vento ryA ctionitemtoassociatewiththepreventive workorder.TheI n vento ryServiceHisto rywindowappears.
67
ServiceDeskExpress
c.
SpecifyadurationfortheinventoryservicerecordandclickSave.Theinventoryitem isassociatedtothepreventiveworkorder.
6.
EnteradditionalinformationintheW orkOrderDetailstab. a. RightclickontheW orkOrderDetailstabandselectAddNew W o rkOrderDetails. TheSelectfro mSupportActio nswindowappears. b. Fromthelistofsupportactions,doubleclicktheselectedactiontoassociatewiththe preventiveworkorderandclickOK.Theactionisassociatedtothepreventivework order.
7.
EnteradditionalinformationintheW orkOrderAttachmentstab. a. RightclickontheW o rkOrde rAttachmen tstabandselectAd dAttachment.The Attachmen twindowappears. b. ClickBrow setoselectanattachmentthatyouwanttoassociatewiththepreventive workorderandthenclickSave.Theattachmentisassociatedtothepreventivework order. 8. ClickSave.
68
ServiceDeskExpress
15.(NEW !)Reports
UsingtheReportsmodule,youcanviewandprintpredefinedorcustomreports. TheBMCServiceDeskExpressapplicationprovidesstandardreporttemplatesthatfocusonchange management,incident,assetmanagement,licensing,problemmanagement,purchasing,servicelevel agreements,andworkordermanagement. TheReportConfigurationutility,allowsyoutocustomizehowreportslistsandreportcategoriesappeartoyour users. TheReportswindowdisplaysalistofpredefinedreportscreatedwithCrystalReports.
15.1
View ingAReport
TheReportmoduleallowsyoutorunandviewreports. 1. 2. 3. StarttheBMCServiceDeskExpressapplication.ThemainBMCServiceDeskExpresswindow appears. ClickReportsinthenavigatorbar.TheReportsheaderexpands. ClickReports.TheReportswindowappearsandshowsthereportcategoriesforyourgroup.Ifa reportnameappearsdimmed(grayedout),youdonothaveaccesstothatreport.
4. 5.
Toseealistofallreportsinacategory,clicktheplussign(+)totheleftofthereportcategoryname. Clickthetitleofthereportyouwanttoview.Areportparameterswindowappears.Thiswindowlists thevieweroptions,parameters,andnameofthereportfile.
69
ServiceDeskExpress
Ifthereportyouselectedhassubreportsembeddedinit,thewindowisdividedintodifferentareas:one forthereportandanotherforeachsubreport. 6. 7. 8. Ifthereporthasanyparameterassociatedwithit,typeorselectitsvalue. Ifacolumnnameislinkedtoaparameter,clickthepopupbuttontoobtaintheappropriateparameter informationfromthepopupwindow. Selectavieweroption,andclickSho w Report.Eachviewerdisplaysthesameinformation.Thereare fourvieweroptions: ActiveXViewer JavaViewer HTMLViewer PDFViewer
Note:ThePDFVieweroptionisavailableonlyonWindows2000systems. Thereportyouselectedappears.
15.2
NavigatingW ithinAReport
Whenareportismorethanonepage,usethetoolbarbuttonstonavigatethroughmultipagereports,toprinta report,ortoexportareport.Theiconsdisplayeddependonthevieweryouselected. IfyoudecidetochoosetheJavaViewer,thesearethebuttonsyouwillfindonthetoolbar:
Export
Clickthisbuttontoexportthecontentsofthereporttooneofthefollowingformats: CrystalReports(.rpt) MicrosoftWord(.doc) MicrosoftExcel(.xls) RichTextformat(.rtf) PortableDocumentFormat(.pdf)fortheActiveXvieweronly Youmusthavetheprogram,whichsupportstheformatthatyouwant,installedlocallytoexport tothatformat. Clickthisbuttontomoveforwardorbackwardthroughamultipagereport. Clickthisbuttontoprintthereport.GraphicsinthereportrequireaPostscriptprintertoprint properly. Clickthisbuttontoenterthetexttobelocatedinthereport.Thetext,iffound,ishighlightedin thereport. Clickthisbuttontocancelthenavigationrequest(movingforwardorbackwardinthereport) Clickthisbuttontoshoworhidealistofgroupheadingsinareport.Theheadingsinthepreview panegiveyouaquickaccesstoalocationonthereport.
Navigate P rint Search Stop Toggle
70

BMC Service Desk Express User Guide

Загружено:

Сведения о документе

Исходное описание:

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

BMC Service Desk Express User Guide

Загружено:

Авторское право:

Доступные форматы

ServiceDeskExpress

SupportP ractices/ BMCServiceDeskExpress UserGuide

Providebettercustomerservice Instillindustrybestpracticesinourdailywork Bettermanagesupporttoourcustomers Ensureconsistencyofservices

nd P romptne ss:2 LevelResponseTime

Incident:deviationfromtheexpectedoperations Supportedsoftwareandaccounts:seehttp://www.ccs.uottawa.ca/software/ CCSStandardsofService:seehttp://www.ccs.uottawa.ca/about/standards.html

2.CustomerRequests 2.1 I ntroduction

HowdoIcontactCCS? Ihaveareferencenumberforfollowup CCSistakingcareofmyproblem CCShasresolvedmyproblem IcanevaluateCCSservices

3.I ncidentManagement 3.1 I ntroduction

TheLifecycleOfAP roblemW hentheP roblemI sFirst ReportedByTheCustomer

TheLifecycleOfaP roblemW henTheP roblemI s AnticipatedByTheCCSResource:

1.Reductionofincidentsimprovesqualityofservice 2.Proactiveproblemresolution 3.IncreasefaithinITorganization 4.MoreeffectiveITorganizationasfewerincidentsoccurs 5.Learningfrompastexperience

4. GettingStarted 4.1 ClientW orkstationRequirements

MakesureyouhaveaccesstotheURLforBMCServicesDeskExpress.Thedefaultis http://137.122.14.157/sde/ MakesureyouhavethelogonIDandpasswordforBMCServiceDeskExpress.Youwillalsoneedto knowtowhichgroupsyoubelongandwhatpermissionsareassociatedwiththosegroups.

EachstaffmemberthatusesBMCServiceDeskExpresshasauniquepersonnelinformationprofilethatspecifies importantinformationthesystemusesforvariouspurposes. Theloginidandpasswordarecreatedbythe SystemAdministrator.

Defaultpassw o rdsaremagic. Thepassw ordcanbemodified fromtheStaffAvailability module.

Gro upsWhenyoulogin,youdosoasa memberofagroup.Thesystemadministratoror groupadministratordefinesthepropertiesofthe groupwhenheorshesetsitup.

Theseinclude: Accesspermissions Whoisinthegroup Whichscreensareaccessibletoviewor change

Onecanbeamemberofmorethanonegroup.Alistofgroupsofwhichyouareamember,basedonyouruser ID,ispresentedintheGroupfieldintheloginwindow.Onceyouhaveloggedintoaparticulargroup,youhave therightsandlimitationsassignedtothatgroup.

ToChangeY ourP assw ord,AvailabilityAndNotification I nformation

UndertheSystemAdministrationmoduleselectStaffAvaila bilitytochangeyourpasswordandyour availabilityinformation.

5.(NEW !)W orkingW ithQuickView AndDashboards

Quickview ExplorerW indow

View ingQueryResultsUsingQuickview sExplorer

W orkingW ithFoldersI nQuickview

ClickQuickView sundertheI ncidentManagementheaderonthenavigatorbar.TheQui ckView s windowappears. Selectthequeryfolderinthetreewhereyouwanttoinsertaquery.

GeneralI nformationTabOntheQuickview sw izard

Thisboxcontainsthegroupswithwhichyouselectedtosharethecurrentquery.Ifyoudid notselecttosharethecurrentquery,thisboxwillbeempty. Fromthedropdownlist,selectthemoduleagainstwhichyouwanttoperformthecurrent query.

CreatingNew QueriesUsingTheQuickview sW izard

UsingtheOu tputtab 1. 2. CompletetheGeneralI nfo rmationtab. ClickStep2:Ou tputontheQuickView swizard.TheOu tputwindowappears.

Tomoveacolumntotheleftorright,selectthecolumnandthenclickMoveLeft orMo veRight.

Note:Youcandosoonlyifyouareworkingwithmorethanonemodule. d. Toinsertanewcolumnorremoveanexistingcolumn,clickI n sertColum nor RemoveColum nrespectively.

Note:Youcandosoonlyifyouareworkingwithmorethanonemodule. e. 5. Tomovearowupordown,selectM oveUporM oveDo w nrespectively.

Note:Thelogicaloperatorisenabledwhenyouhavemultipleconditions. f. g. ClicktheAdvancedbuttontoprovidecomplexexpressionsforyourquery. FromtheFieldlist,selectafieldandclickP astetoaddittotheExpressi onbuilderbox.

Reviewtheoutputfieldsincludingtheoveralllookandfeeloftheresultsforyourquery. Ifyouwanttomakeachange,youcangobacktoanysteponthenavigatorbaroftheQuickView wizardandmodifytheoutputinformationforyourquery. Fillinadditionalinformationaboutthequery.

YouhavefinishedcreatingaqueryusingtheQui ckView swizard.

RightclickontheP rintP review windowandchooseSelectAll. RightclickandselectCopy. Opentheapplicationtowhichyouwanttoexportthedata,forexample,MicrosoftExcel. SelectEdit>P a stetopastethedataintotheselectedapplication. ClickSave.

IntheDashboa rdNamefield,enteranameforyourdashboard. ClickSave. SelectthedashboardyoujustcreatedandclickSw itchTotoseethenewdashboard.ClickOk.

Note:Youwillcontinuetoseethedefaultdashboardifyoudonotswitchtothenewdashboardyoucreated. Thedashboardyoucreateisempty.YoumustaddoneormoreQuickView stoyourdashboard.

AddingQuickView sToY ourDashboard

Youcanaddanewqueryoruseanexistingquery. ModifythesizeandlocationoftheQuickViewwithinyourdashboard. TochangetherefreshrateoftheQuickViewwithinyourdashboard,specifyatimeintheRefreshfield andclickApply. ClickSavetosavethenewviewofyourdashboard.

W orkingW ithTheQuickView P aneOnY ourDashboard

QueryByletsyousearchforrecordsfilteredbythefieldvaluesthatyouhavealreadyenteredonaform.For example,ifontheClientswindowyouhavealreadyfilledintheFaculty,serviceID,clickingQueryBylistsonly theClientIDsthathavethesameFaculty,serviceID. Hint:HitclearbeforedoingaQueryBy.

CHCP erformanceI ndicators

Customersatisfaction/loyalty Costpercontact Errorsandrework/handledonfirstcontact Actualtoforecastedworkload Averagehandlingtime Averagevalueofcontact

How DoCustomersFindY ourCoordinates?

ExamplesOfW hatW eW antOurCustomersToAvoid

ExamplesOfW hatW eW antToAvoidDoing

Inthemorning,DenissendsanemailtoDavewithhisquestion.Davestartsworkingattheproblem Duringlunch,DenisseesJiminthehallwayandaskshimthesamequestion.Jimstartsworkingattheproblem Intheafternoon,DenisstillhasnoresponseandcallsMarc.Marcstartsworkingattheproblem

How DoI DoThis?

OR 1. 2. ClickonClientsfromtheClientManagementsectionontheNavigationBarandenterclients information. Noticethatbydefault,BMCwilllistOpenedincidentsfortheclient.

UO_I ncidentW indow

FromtheIncidentManagementmoduleselectCreateIncidents.TheuOttawaIncidentwindowwillappear.You mayselecttheclientbyenteringtheClientIDortheLastNameandpressenter.Thenselecttheclientby doubleclickingontherecord.InputalldatarelatedtotheIncident:MethodCallReceived,IncidentSummary, IncidentResolution

TheanalystwillusetheSeverityinformationtodeterminewiththecustomertheurgencylevelassignedtothe incident. AlldetailsrelatedtotheincidentaresavedintheIncidentDetailssectionoftheticket.

Delete PrintPreview IncidentCustomized ToolbarButton Help PreviousRecord NextRecord

Deletethisrecordfromthedatabase. TheCrystalReportViewerdisplaysanIncidentdetailreportfortheselectedrecord. Canbeaddedtoyourformbyyouradministrator. Displaysonlinehelp. Displaysthepreviousrecord. Displaysthenextrecord.

Ext. Name Faculty,serviceI D Faculty,service Description DepartmentI D DepartmentDescription SubjectI D SubjectDescription

information. Help DisplaysonlinehelpforIncident Monitor.

Duringthelifecycleofanincident,clientsmightnotreturnyourtelephonecalls,oryoumightneedtoorderparts foranincidentorworkorder.Inthosecases,youcanchangethestatusoftheincidenttoP ending,W aiting Clients,W aitingP artsorScheduleddependingonthesituation.

OpeningHelpDesk Detailsfromthe Action sFrame

7.3.10 AddAttachmentW indow

Know ledgeSearchW indow

UndertheI ncidentMa nagementmodule,selectK no w ledgeSearchtoopentheSIRsearchwindow. Enteraqueryinyourownwords.SIRwillfindthebestmatchintheavailabledatasources.