Incident Management TST 1.0 NEW

Incident Management
Understand Quality Achieve
Managed Services Training

TST
Last Updated 27/03/08

Course Notes by Clare Fairbrother Version 1.0
Contents
TST & Incident Overview 5
Getting to know OpenUPTIME 11
Updating Text 21
Queues & Responsibilities 25
Locating the Area of an Incident 27
What does a TST Analyst do? 31
Assigning Incidents 36
Updating Incident Details 42
System Events 45
Warranty Checks 54
Searching for Stock – Screen 085 56
Searching for Stock – FASTinfo 67

Ordering Parts 70
Updating Visits on Incidents 79
Viewing Closed Incidents 91
Rejecting Incidents 95
More Searches 99
Viewing RMA’s 104
Part History Search 109
Problems with OUT 111
2
Building Information
• Health & Safety
• Fire Alarm
• Toilets
• Smoking Areas

• Mobile Phones
3
Delegate Information
We want to make sure that you get the most from

your course today…
• Your printed manual is yours… use it to make notes
• For additional notes, use the notepaper provided
• Feel free to ask your trainer questions throughout

the course

• Take part in group activities & practical sessions
Remember… This is YOUR course!
4
5
TST & Incident Overview

Tiered Customer Plan
Short Term Visit – either a new customer whose activities are managed
on SCC systems or one who is considered by the Leadership Team to be
Tier 1 experiencing severe service issues. Customers will stay in this Tier until a
level of stability is achieved, these customers will then transfer to Tier 2
- “The Place to Be”
“The Place to Be” – either strategic and/or high activity volume whose
Tier 2 activities are managed on SCC systems with service stability

Medium to low activity volume customers whose activities are managed
Tier 3 on SCC systems
Our aspiration is to completely remove the necessity

for Tier 1
6
Incident Severity
Severity 1 Incident is logged with an SLA of 0-4 hours
Severity 2 Incident is logged with an SLA of 4-8 hours

Severity 3 Incident is logged with an SLA of 8+ hours
IMAC e.g. SLA of 16HRF, 24HRF, 40HRF

Severity 4 Chargeable Incidents
7
TST Structure
Technical
Solutions Team
Problem/Trend
AV & Retail Hardware
Management
Coral Desktops
Ladbrokes Laptops
Next Printers

Gala Servers
Thomas Cook
First Choice
TCG
8
TST Escalations
Section
Colleagues
Section
Team Leader
Problem/Trend
Analyst

TST Manager
9
Incident Incident
Logged Incident Logging
Process
Incident
Rejected?
Vetted
TST
Telephone
Incident Yes Fix?/Non
Closed Engineer
Exchange
No

Call
Co-ordination
Incident
Engineer
Visit
Co-ordination
Yes No
Complete?
10
Getting to Know
OpenUPTIME

11
Logging On
Enter your Login ID
Enter your Password

(Case Sensitive)
Click OK or Press F4
12
Main Menu
Select a screen by
entering the Jump
to Screen number
and pressing F4
Or click the relevant

action button

Buttons with
brackets either side
are Submenus
13
Incident Handling – Screen 003
When logged,
each incident is
given an unique
Request ID

To view an incident,
enter the Request ID
and press F4 or TAB
14
You can retrieve

incidents by
entering
information in any
field and pressing
F3 to retrieve

Search
results
15
The toolbar provides access to additional screens within an incident
and allow further action(s) to be taken
Clear Screen Part Needs Print
Repair Centre Parts Usage Close Request
Additional Info View Events Hold/Release

Request Text Modify/Add Events Place Notes
Visit Maintenance Payment Info Assign

Quick
16
Assign
Cross-
Reference
Request ID Customer or
Assyst reference
Problem Contact
Description Toggle these
buttons to view
other contacts
Address

Faulty
Equipment
Click this button for contract

17 information on this product
Current status
HOLD/REVIEW or
OPEN
Action Stts
Current status of
Call i.e. what’s Entry Dt/Tm
happening with it Date & Time the
call was created
Req Type
Queue
Type of Incident
Call ownership, i.e.
e.g. CON or CHRG
FIELD, WORKSHOP,

IMAC
Severity
e.g. S1, S2 or S3
Assigned Person(s)
Engineer or person
Payment ID assigned to the call
Used for CSC
incidents
18
Contract Information – Commit Time
Contract Code
SLA
0HR16HF =
0 Hour Response,
16 Hour Fix

Additional Information will show
you the SLA target time
19
Incident Handling – SLA Target
Additional Information
The Fix By time is

displayed here
Note: The Fix By time is

the final commit time for
the call, the ‘Commit’
time showing just above
this is the ‘Callback
Commit Time’
20
21
Updating Text

Viewing and Adding Request Text
¾ Request text show all updates from the minute an incident is

opened
¾ It is important that we update the text as much as possible to

ensure all information is captured, regardless of relevance
¾ Text is updated by entering various Text Line Codes. These

are then used by everyone to identify the type of update.
¾ By using the text line code ‘CUST’, your update will be visible to

customers either by automatic email or by an interface link with
their systems – Use this to keep the customer informed at all times
(BE CAREFUL WITH THE TEXT UPDATES)
¾ Text must be clear and accurate with no abbreviations
22
Click on the Request Text button to view/add text
Current
Request Text

To ADD a new line, Hold down SHIFT and press F11
23
Enter a Text Line Code
See Appendix
Enter the text as required
Use detailed & specific updates

Press F6 to save
24 Once saved, it cannot be modified or deleted.

Queues & Responsibilities

25
Action Status Meanings
TO BE ASSESSED Call logged awaiting TST to assess
VISIT REQUIRED Engineer required to attend site
PART REQUIRED Part required for a call
WITH CUSTOMER Awaiting a response from a customer
QUOTE REQUIRED Customer needs to be quoted for a part
BIFS, NO LOAN REQD Customer’s equipment in for repair, no loan required
Loan installed on the customers site and customer’s

LOAN INSTALLED,OP
faulty equipment removed for repair

WARRANTY Warranty part required for a call
PURCHASING Out of stock part to be ordered for a call
To verify equipment is covered under contract

CONTRACTS
Call passed back to Call Logging to obtain further
CALL CENTRE information
26
Locating the Area of
a Call

27
Locating the Area of a Incident
The country is split into different regions & areas making it easier
to identify the area of a call
Example:
Group A MSUK
Group B NORTH CENTRL SOUTH

Group C NEAST MIDS HCN
Group D NEWC MIDCR1 HCNW2
28
Click here

Click
29
Group A = Division
Group B = Region
Group C = Area
Group D = Sub Area

Physical Groups
Shows which physical
Sales Group
groups the customer
Shows which sales
belongs to
groups the customer
(i.e. Geographical area)
belongs to
30
What does a TST Analyst
do?

31
Incident Process – what do you need to do…?
Utilise the most
Understanding Update text cost effective
Emergency with all relevant solution
incidents information
Vet the incident Order the correct

Ship parts within
in time (this will part
SLA
depend on the
SLA)

Parts are shipped
Talk to the Provide telephone
to allow engineer
customer! fixes for incidents
visit within SLA
32
Incident Process – what do you need to do…?
IF NOT, WHY NOT?

33
Incident Process – what do you need to look
for…?
Has the incident Is the data of good

been logged quality?
correctly?

Has the correct
Are the details Severity code been
correct? used?
34
Incident Process – what do you need to look
for…?
IF NOT, WHY NOT?

35
36
Assigning Incidents

Searching for Incidents – Screen CTN104
To access incidents that
need to be dealt with
Click Select Filter
Set your filter like

this
Note: you will only
need to do this the
first time you access
screen CTN104
Press F6 to save filter
37
Incident Priorities
When assigning incidents, you need to take the following into consideration
Product Family Priority of

e.g. Server Customer
e.g. Tier 1
Commit Time
(OLA & SLA)
CRU’s
Severity e.g. Is an engineer

e.g. S1, S2 or S3 required
Request Status
e.g. Open or Hold Person Skills
38
Assigning Incidents
To assign the call to yourself, click on the Assign button

39
Assigning Incidents
Type in your OUT

User ID
Click OK

You are now assigned to the
call
(NB: Follow the above procedures to assign
approximately 5 incidents at a time to
yourself)
40
Viewing Assigned Incidents – Screen CTN111
To view incidents assigned to yourself, access screen CTN111
Click on Select Filter

Enter your name in the
Engineer field
Note: surname then
first name
Press F6 to save filter
41
Updating Incident Details
on Screen 003

42
Updating Incident Details – Model ID
There may be instances when incident details are incorrect

i.e. Model ID is listed as “DUMMY”
This could be for several reasons e.g. if the customer has not
given the correct details when the incident is logged, or the
incident has been logged via the interface with Assyst.
It is the TST analysts responsibility to make sure all

details are correct on the incident at point of vetting

43
Updating Incident Details – Model ID
Correct info on call

fault field
Click here to
change model
But came through
as ‘DUMMY’
Retrieving the correct model can be done by

searching through OUT as you do for
part numbers. Once you have found the kit,
double clicking the relevant result line will
add it to the Model ID field on screen 003
44
45
System Events

System Events
You can view the history of a call by clicking on View Events from
your toolbar
Date/Time of Event Event by

Event for
46
Event Type Description
Understanding Holds and Releases
Using the HOLD event on an incident will pause the SLA clock
Justification is required before placing an incident on hold and the

request text must be updated accordingly
Updates are done

with text line code
CUST and must be
clear and include the

name of the person
you spoke to
47
This example shows an incident on a 4hr fix:
Incident created
at 0900

The customer has cover Mon-Fri 09:00 – 17:30
48
At 10:30 the incident is placed on HOLD
The SLA
clock is now
paused

So far we have used 1hr & 30mins of the 4hrs
We now have 2hrs & 30mins of the 4hrs remaining

This will start when the HOLD is RELEASED
49
The incident is released at 14:00

The remaining 2hrs 30mins starts at 14:00
The new commit time for this incident would be 16:30

50
Automatic Hold Events
Some Action Status’ automatically place an incident on hold:
WITH CUSTOMER LOAN INSTALLED,OP

Customer has Loan has been provided by SCC
delayed incident and therefore, the customer is
operational

BIFS, NO LOAN REQD
Customer’s unit is brought in QUOTE REQUIRED
for repair and no loan is Incident is chargeable
required
51
Applying Holds and Releases
There are 2 ways of applying a Hold or Release event:
Manually, by going to Record Events and amending the date, time

and event

Automatically, by clicking the blue hold button from
52
the toolbar (time & date system stamped)
Holds and Releases - Summary
Always follow the basic rules when using Hold and Release events:
¾ Hold events must be justified with a full request text update
¾ The Hold event can only remain active based on the justification
¾ Incidents must be released 1 minute before engineer arrival

onsite
¾ An incident already on hold cannot be changed to have an Action

Status that uses automatic hold events
¾ If in doubt as to whether an incident should be placed on hold or

not, obtain advice from your Team Leader
53
54
Warranty Checks

Warranty Checks
Warranty checks are currently carried out for the following manufacturers:
HP/Compaq
(http://h40106.www4.hp.com/)
IBM
(http://www-
307.ibm.com/pc/support/site.wss/product.do?template=/warranty/warranty.vm&sitestyle=lenovo)
Toshiba
(http://reseller.toshiba.co.uk/)
Dell
(http://supportapp.euro.dell.com/WarrantyPartsDirect/default.aspx)
Once the warranty check is completed, the results should be added to the
incident updates and the Visibility field (screen 003) populated with
WI,WO or WU

Machine in warranty
(screen 003) n ty ty
a
W arr arran anty
In of W warr
I = Out o f rial
e
Warranty info added
W =
sure no s ble)
O n a
to call W = U ed if avail
U ( us e r
W mb
55 nu
Searching for Stock –
Screen 085

56
Knowing and Understanding the ‘Gold’ key
Using the gold key in conjunction with a command key allows

precision searching.
Commands
! (not),
The gold key button
* (any text string),
? (single character),
| (or),

& (and)
57
Checking for Stock - Screen 085
Search for full or partial Part Search for full or partial

number description or model information

Search for stock in Branches or Search for stock in Branches
Customer locations or Customer locations e.g.
58 Good stock
Understanding Searches
Based on the
details on the
left, the
search will
retrieve all
records
matching the
following
criteria…

Part number starts with PAR, description contains HD and 40G
(anywhere in the Field), will search all branches and customer locations
that do not equal Bristol and will only search the Good & Partco
locations
59
Search Results

Part Number Part Description Place Id Location
On back-order
Allocated to a call
In transit to this location Available stock

(USABLE)
60
Alternative / Replacement Parts
Alternative or Replacement part options are available if no stock
of the original part is available, or stock is not available locally
Click on either of these

buttons to view alternative
or replacement parts (this
is also visible in the Part
Needs screen (Note: only
available if there is an ‘*’)

If alternative or replacement
parts are available, make
sure you check each part
in 085
61
Sorting Results
Once you have retrieved your search results, you may find that there are
too many results and therefore takes longer to go through and find available
stock.
Clicking the AV: field

followed by ..options >
sort, sorts stock into
available order.
Applying this technique

enables you to sift
through the zero quantity

stock quicker as it is
grouped together,
therefore allowing
viewing of physically
available stock quicker
62
Serialised Stock
In screen 085 it is possible to
check stock of complete
machines as well as
components.
The left image shows the
‘Results Format’ box which
allows retrieval of components
or complete machines
Complete machines are
machines that have a unit
serial number i.e. PC, Printer,

Monitor etc…
Search machine level Search component level
Enter search criteria as normal and select type of

search from the Results Format box
63
Serialised Stock Results

64
Dedicated Part Numbers
As well as listing manufacturers part numbers, OUT also lists part
numbers dedicated to certain customers (Dedicated Part
Number). These can be manufacturers part numbers prefixed
with a customer code or a bespoke number created for the
customer

Next Plc First Choice TNT Printer
Printer Ladbrokes Server
Feature card
TNT PC
Dedicated part numbers MUST be checked before passing to

65 Purchasing
Dedicated Locations
When searching stock locations, the norm is to look for a branch / cage
location. OUT also holds locations dedicated to customers. Stock in
customer locations can only be used for that customer but for any of
their calls.
Some customers also have dedicated Place ID’s, these are customer sites
where stock is being held. Where there is stock available in a customer
Place ID, the stock can only be used for that location (address).

Network Network Co-op in
BUPA in Rail in Unipart
Rail in Norwich Britvic in Oldbury stores
Staines Langley in
Bristol Union in Oldbury
stores Oldbury
London stores
stores
Dedicated locations MUST be checked before passing to

66 Purchasing
Searching for Stock –
FASTinfo

67
FASTinfo
Another way to search for stock is to use FASTinfo – this program
allows you to search for alternative part codes used when
searching for stock
Access FASTinfo from the icon on your desktop

From the Main Menu, use your arrow keys to search in the
relevant database
68
FASTinfo
When you have
highlighted the correct
database, press the
Enter key – it will then
allow you to search for
part numbers, or
descriptions of parts –
either as a whole part
number or description, or
partial number or description
Once you have entered

the criteria, press Enter
again – a list of all
alternative part numbers
will appear – this will then
allow you to search OUT with
an alternative number or
description
69
Ordering Parts –
Part Needs

70
Part Needs – Ordering Parts
Whether you are ordering the part from stock or from Purchasing, etc.
You will need to raise a PART NEEDS.
Click the Part Needs button in screen 003

71
Place To:
Branch Allocation
Ln Cd = CONT
Place From =
Stock Location
Location =
GOOD

72
Enter PART
NUMBER
Urgency
will allow
Enter you to
QUANTITY select a
as 1 timed
delivery
service
You can add notes for the Stores Person here.
THIS WILL ONLY BE SEEN BY STORES

PRESS F6 TO CONFIRM AND SAVE
If this shows,
Click OK PROCEED
73
The TYPE is where

to ship the part to
physically
Click the arrow here

Other Place = Branch Location
Request = Direct to Customer Address
1 Time = Any other address
74
If you have Selected the TYPE as OTPLC (Other Place), you will
see the following pop-up box:
Enter the ‘Place

To’ location here

Press F3 and the location details will appear here.
Press F6 to accept
75
You must change the

ACTION STATUS
depending on
whether the part was
in stock or not

In Stock = VISIT REQUIRED
Not in Stock = WARRANTY or PURCHASING
76 Press F6 or F7 to confirm and save

Part Needs – Updating Comments
You must update the Request Text to advise on the part you have
ordered and the location you have ordered it to
E.g.

Remember to change the action status and unassign yourself
from the call
77
Part Needs – Updating Comments
To unassign yourself from the call, click on the Assign button
Click Unassign, your name will be removed

Click OK
78
Updating Visits on Incidents

79
Incidents are closed by TST for 2 reasons:
Non-Engineer Exchange i.e. we have sent a part to the customer

to fit
Telephone Fix i.e. the analyst has resolved the incident over the
phone
Note: The closure process is different in both instances as the

Parts Usage process is used with Non-Engineer Exchanges
80
To update the Visit on a incident, check the following:
Check to see if the incident

is on hold

If so, RELEASE it
1 minute before
the engineer’s
arrival time
81
Click the icon to go to the visit maintenance screen
Incident
Info
SLA
Targets
Visit

Entries
Click Arrive
82
The time will show

as the current time
– leave as it is
Press F6 or Click OK

Click Complete
83
Enter the time by

moving it forward
by 1 minute
Press F6 or Click OK

You will be prompted to
update the text.
This is mandatory
84
SHIFT + F11 to add
a new line
Text Line Code for

completed incidents
is always COMP,
INC for incomplete
incidents

Enter the update in FULL
Make sure that the text is clear with NO abbreviations
If parts were used, record the part numbers

Press F6 to save
85

Travel Time Mileage Type defaults Action Status = FIX
(00:00) to site to CON
(0)
86

Problem Code Parts Used?
(Non-Engineer Exch. – DO
Telephone Fix - HOT) Resolution Code
(Non-Engineer Exch. – DELIVERED
Telephone Fix – TELEPHONE FIX)
87
Finally, click Store Visit to save

If you fail to click on Store Visit, your visit will not be saved
88
Completing Incidents – Missed Targets
The Missed Target flag will show if you have hit or missed the SLA
Achieved
Target Date/Time Date/Time Actual Time
Target Time
Missed
Target?

89
Finally, Click
Close Call or
Exit

Click OK or press F6
Note: this screen will
only appear when
closing incidents
90
Viewing Closed Incidents

91
If an incident has been closed, you will be prompted to Look,
Reopen or Cancel
Click on
Look

92
Request
Text
Events

Click here to see
any parts used Parts ordered
93 You cannot make any adjustments or additions

Closed Incidents and Text – CTN065
Enter the Incident number press F3
Click Add Text

Update as normal (Shift + F11)
94
95
Rejecting Incidents

Rejecting Incidents
Incidents can be rejected for various reasons:
9 If the equipment is not supported on Contract
9 If we do not provide a service for the customer
9 If the customer has not provided us with enough information

at the point of logging the incident

9 If SCC cannot do any more work on a particular incident
Note: To reject incidents for Network Rail ONLY, DO NOT

use the Action Status of REJECTED
96
Rejecting Incidents (Non-Network Rail)
To reject an incident, 2 visits need to be added to the incident

as per previous instructions:
Visit 1 Update as an Incomplete visit

Use the REJECTED Action Status
Visit 2 Update as a Complete visit

Close the incident

Note: on both visits, the times on and off site are to be the
same as the engineers’ arrival and departure times if they have
visited the incident previously
97
Rejecting Incidents – Network Rail
Access the System Events icon in screen 003
Make sure the Action Status is

changed to WITH CUSTOMER
first
From the MANUAL event

that appears at the
bottom, change this to

REJECT – this will send
an automatic update to
Network Rail Assyst
Note: you MUST make sure you update the text on the
98
incident to say why the incident has been rejected
More searches……

Screen 007 – Incident Search
Screen 007 is ideal for getting a snap shot of outstanding incidents
against an area or a customer
Enter Search Criteria
e.g. Customer,
Product, Area,
Severity and
Serial Number

Press F3 to search
100
or click FIND
Screen 007 – Incident Search
Problem Description
Go to Screen 003
Request ID

Place ID
Priority Status Date Logged
101
Screen 006 – Event Search
Screen 006 allows a search to be performed against various criteria
including Events and Contract Type
Request
Status
Customer
Events

Contract
Type
Press F3 to search
102
or click FIND
Screen 006 – Event Search
Problem Description
Go to Screen 003
Request ID

Tier Customer
Date Logged
103
104
Viewing RMA’s

Viewing RMAs – Screen 535
To view an existing RMA, enter the RMA number on screen 535 in the
Request ID Rcv field and press F3 to retrieve

This is to check what work has been done so far i.e. so you can
decide what other parts need to be ordered
105
Viewing RMA’s – Screen 535
Screen 535 allows you to view, edit and update RMA’s
RMA Number
Customer
Equipment &
Serial Number
Location

Engineer Allocated
Department
Indicates that RMA has
106
been received
Viewing RMA Text
To view request text to an RMA, go to the Functions menu and
click Request Text

107
Viewing RMA Text
User who added the text
Date/time when
text was added
Updated Text

108
Part History Search

Part History Search
Screen 222 allows for a part history to be traced to see stock
movements against incidents
Enter the following:-
Part Number
Place
Location
BIN (Where applicable)
And press F3

The source ID will advise what call number it has been used on,
the Name will advise who moved it and the count will advise the
totals before and after the transaction.
110
111
Problems?

Problems with OUT?
If you experience any problems with Open Uptime at all, you should
contact Business Systems who will do everything possible in order to
rectify your problem
A special email address has been created for Open Uptime problems:
Out.problems@scc.com

If mailing internally, just type OUT PROBLEMS in “Email to” field
112

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Incident Management

Understand Quality Achieve

Managed Services Training

Last Updated 27/03/08

Managed Services Training

• Health & Safety

Managed Services Training

We want to make sure that you get the most from

• For additional notes, use the notepaper provided

• Feel free to ask your trainer questions throughout

Managed Services Training

Remember… This is YOUR course!

Managed Services Training

Managed Services Training

Our aspiration is to completely remove the necessity

Severity 1 Incident is logged with an SLA of 0-4 hours

Severity 2 Incident is logged with an SLA of 4-8 hours

Managed Services Training

IMAC e.g. SLA of 16HRF, 24HRF, 40HRF

Managed Services Training

Managed Services Training

Managed Services Training

Managed Services Training

Enter your Login ID

Enter your Password

Managed Services Training

Or click the relevant

Managed Services Training

Managed Services Training

You can retrieve

Managed Services Training

Clear Screen Part Needs Print

Repair Centre Parts Usage Close Request

Additional Info View Events Hold/Release

Managed Services Training

Visit Maintenance Payment Info Assign

Managed Services Training

Click this button for contract

Managed Services Training

Managed Services Training

The Fix By time is

Note: The Fix By time is

Managed Services Training

Managed Services Training

¾ Request text show all updates from the minute an incident is

¾ It is important that we update the text as much as possible to

¾ Text is updated by entering various Text Line Codes. These

Managed Services Training

¾ Text must be clear and accurate with no abbreviations

Managed Services Training

Enter the text as required

Use detailed & specific updates

Managed Services Training

24 Once saved, it cannot be modified or deleted.

Managed Services Training

VISIT REQUIRED Engineer required to attend site

PART REQUIRED Part required for a call

WITH CUSTOMER Awaiting a response from a customer

QUOTE REQUIRED Customer needs to be quoted for a part

BIFS, NO LOAN REQD Customer’s equipment in for repair, no loan required

Loan installed on the customers site and customer’s

Managed Services Training

PURCHASING Out of stock part to be ordered for a call

To verify equipment is covered under contract