Admin Reference Guide

Transcription

1 Admin Reference Guide IQTrack and related materials are Copyright IQTrack, Inc. All rights reserved. Rev. 6/2/09

2 Table of Contents Page IQTRACK SETUP... 1 WHAT IS IQTRACK?... 1 PURPOSE... 1 HOW DOES IT WK?... 1 REQUIREMENTS... 1 TERMS... 1 Analyst... 1 Engineer... 1 Queue... 1 Support Structure... 1 User... 2 ACCESSING IQTRACK... 2 SIGNING IN... 2 NAVIGATION... 2 Tabs... 3 Panes... 3 Sorting... 3 LOGGING OUT... 3 THE IQTRACK WINDOW... 3 IQTRACK CONFIGURATION... 6 THE FIRMS TAB... 8 General Settings... 8 Configuring General Settings... 8 Locations Adding Firm Locations Modifying or Deactivating Firm Locations Holidays Adding Firm Holidays Editing or Deleting Firm Holidays Queues Adding Queues Viewing Queue Members Editing or Deactivating Queues Engineers Adding Engineers Editing or Deactivating Engineers Requester Custom Fields Adding Requester Custom Fields Editing or Deleting Requester Custom Fields Requester Dialog Items Requester Import/Export Requesters Adding Requesters Editing or Deactivating Requesters Support Structure Viewing Support Structure Categories Adding Top-level Support Structure Categories Adding Support Structure Subcategories Modifying Support Structure Categories i

3 Table of Contents Page Deactivating Support Structure Categories Priorities Adding a Priority Editing or Deactivating a Priority Origins Adding a New Origin Editing or Deactivating an Origin Designating the Default Origin Causes Adding a New Cause Editing or Deactivating Causes On-Call Setup Adding New On-Call Groups Editing or Deleting On-Call Groups On-Call Assignments Adding On-Call Assignments Viewing On-Call Assignments Editing or Deleting On-Call Assignments Copying Daily On-Call Assignments Copying Weekly On-Call Assignments On-Call Alerts Tmail Tmail Procedures Tmail Settings Tmail Tab Tmail Rules Tmail Attachment Size Tmail Setup Instructions for After-hours or IQTrack Full-time Clients Important Considerations Quick Tickets Creating Quick Tickets Modifying or Deleting Quick Tickets Unlock Tickets Unlocking Tickets Batch Close Tickets Batch Close Tickets THE REPTS TAB Creating Reports Type of Reports Ticket Detail 1 Report Ticket Detail 2 Report Tickets by Cause Tickets by Location Report Tickets by Origin Report Tickets by Requester Report Tickets by Support Structure Report Tickets by Status Report Tickets by Date Report Tickets by Time of Day Report Tickets by Weekday Report Tickets Opened by Staff Report Tickets Closed by Staff Report Tickets Closed by Queue Report Knowledge Base Summary Report Resolution Rate Summary Report Survey Response Detail Report Broadcast Detail Report ii

4 Table of Contents Page On-Call Detail Report Unreviewed Item Summary Report Staff Summary Report Support Structure Summary Report Creating Report CSV File Printing Reports TICKET REPTS Creating Ticket Search Reports Built-in Ticket Searches Creating Custom Reports Search For Owner Opened By Closed By Requester Location Category Priority Origin Cause Date Created Date Closed Responsible On Call Alerts Overdue Outage Training Visit Requested Survey Response Opener Reviewed Closer Reviewed Has Attached Files Has Tasks Escalated IQMobile IntelliTeach Saving Ticket Search Criteria Retrieving Ticket Search Criteria Deleting Ticket Saved Searches INACTIVE ITEMS TAB Viewing Inactive Items Viewing and Reactivating Locations Viewing and Reactivating Queues Viewing and Reactivating Analysts & Engineers Viewing and Reactivating Requesters Viewing and Reactivating Categories Viewing and Reactivating Origins Viewing and Reactivating Priorities iii

5 What Is IQTrack? IQTRACK SETUP IQTrack is a robust workflow tracking application developed for interactions between HelpDesk Analysts and IT Staff Purpose IQTrack was created with the vision of making the ticket creation and tracking portion of the technical support process as quick and simple as possible. IQTrack is a seamless application that merges all aspects of ticket handling, from the creation of the ticket to the end-user s survey, all in an easily navigated, intuitive interface that allows the Analysts and Technicians to spend time handling the issues of the end-user without diverting more effort than needed into the creation of the ticket. How Does it Work? IQTrack is based on ASP (Active Server Pages), and is fully web-accessible. There are no downloads required, and all features of the application are useable without any external applications or extraneous plug-ins. All of the computational processes that go into the handling of a ticket occur on the server side, so that Analysts and Engineers using the system will not have their workstations slowed by having to compute the minor details of every ticket they enter. Requirements IQTrack is designed to require the least amount of resources so that Analysts and Engineers alike can easily create and track tickets. In order to access IQTrack, you will need: An Internet connection Internet Explorer version 5.5 or newer (recommended) or Mozilla FireFox Terms The following terms are used throughout this Guide, and their definitions are given below. Terms specific to a particular section of this Guide will be defined in that section. Analyst An Analyst is the basic user of IQTrack. An Analyst receives a call or regarding the issues of a User, creates tickets, and troubleshoots problems. Engineer An Engineer is a member of IT personnel at a Firm using IQTrack. Engineers receive tickets that have been escalated into their queues. Queue A Queue is similar to an Inbox for tickets. Individuals and groups have Queues in which open tickets are held for that individual s or group s access. Support Structure The Support Structure is the categorical hierarchy into which any new ticket falls. The Support Structure is Firm-specific, customizable, and extensible. New categories and subcategories may be created and modified at any time by an IQTrack Administrator. 1

6 User User, within the scope of this document, is used as a generic term where either an Analyst or an Engineer could be performing a step. Accessing IQTrack IQTrack, being web-accessible, is accessed either with Internet Explorer (version 5.5 or greater) or Mozilla FireFox. However, Internet Explorer is the recommended browser for use with IQTrack. Figure 1 IQTrack Login Screen NOTE: As the features of IQTrack are browser-independent, only the IQTrack-specific sections of each screen will be displayed in accompanying figures. Signing In 1. Direct your browser to 2. You will see the Login Screen (depicted above). 3. Enter your Username and Password, and then click the Sign In button. Your Username will be your address. Your initial Password will be the word password (without quotes). You can change the default password to your own custom password by clicking on the Settings tab (discussed below). Navigation IQTrack is designed to be easily and intuitively navigated. The IQTrack window consists of Tabs for major tasks. Each Tab is separated into Panes for logical grouping of similar information. It opens a minimum 2

7 number of extra windows in the course of the workflow process in order to present as much functionality in the main browser window as possible. NOTE: All windows can be navigated via keyboard, using the Tab key to move between fields and Alt+ to open drop-down boxes. Tabs Each major task in IQTrack is given its own Tab on the main application screen. These Tabs allow a User to quickly switch between tasks, such as managing tickets, reviewing items, and performing searches. Each Tab is given its own section in this Guide. Panes Tabs and Windows are divided into easily recognizable Panes. Each Pane is a self-contained area for a particular function of the IQTrack application. One Pane in a Tab, for example, may allow a User to see the information for a Requester, while another Pane allows the User to enter information for a ticket, all in the same Window. NOTE: IQTrack has List Counts added each time you encounter a list of items. For example, when performing searches, you will see the total number of records found in the search results title bar. For example: Sorting All data that is presented in a table view (e.g., tickets, History, and Audit Trail) can be sorted. Column headers that are underlined can be clicked to sort a table view by that column in either ascending or descending order. Logging Out To log out of IQTrack, simply click the window. button in the top-left corner of the application NOTE: Users will automatically be logged out after 120 minutes of inactivity. The IQTrack Window After signing in to IQTrack, the first thing the User will see is the IQTrack Main Window (depicted below). 3

8 Figure 2 The IQTrack Window This window is divided into six Panes. These Panes, as stated previously, contain individual portions of the IQTrack functionality. From the top-left, working by columns, are the: Firms Pane: This Pane allows an Analyst to select the Firm for which they will be handling tickets. Depending on the Analyst s permissions, they will be able to access firms using a dropdown box in this Pane. Analysts who only have permission to access one Firm will not have the drop-down box. Logged-in IT Users Pane: This Pane allows any User to see who is currently logged into IQTrack. An Analyst looking at a particular Firm will only be able to see Engineers who work for that particular Firm, and an Engineer from a particular Firm will only be able to see Analysts capable of creating tickets for that Firm. My Open Tickets Pane: This Pane allows a User to see all the tickets that are currently in that User s Queue. Tickets may be accessed by clicking on the ticket number shown in the Pane. This Pane will only show tickets in a User s Queue that relate to the Firm shown in the Firms Pane. The Refresh icon allows a User to refresh just this Pane. All Open Tickets Pane: This Pane allows a User to browse all the open tickets for the Firm in the Firms Pane, categorized first by escalation Queues (department Queues), then by individual Queues. Each Queue is viewable by clicking on its name in this Pane, and tickets in that Queue may be accessed by clicking on their ticket number. Only one Queue may be expanded at a time.. The Refresh icon allows a User to refresh just this Pane. Broadcast Messages Pane: This Pane displays the Broadcast Messages relevant to this Firm (and any Broadcast Messages created for All Firms). This Pane also allows a User to create new Broadcast Messages and Outage Notifications. Most Recent Tickets Pane: This Pane shows the last ten tickets opened for this Firm. Tickets displayed in this Pane may be accessed by clicking on the ticket number displayed. 4

9 NOTE: Tickets vary in color depending on their status: Green Non-emergency Priority, Non-overdue, Open Orange Emergency Priority Red Overdue Brown Handled but not Closed Black Closed Light Green Pending (Tmail created the ticket but not yet saved, so not yet open) Gray Outage There is also a status area in the upper-right hand corner of the IQTrack window that shows the User s name, the current date and time, and the Open Ticket and New Ticket buttons. The status area will be discussed in greater detail in the section entitled The Ticket Process. Figure 3 Status Area 5

10 IQTRACK CONFIGURATION 1. Click the button in the upper-left corner of the IQTrack window. Figure 4 Analyst Main Window NOTE: The button will not be displayed if you do not have IQTrack Admin rights. 6

11 2. The Admin Main Window opens, and the button toggles to an button. Figure 5 Admin Main Window 7

12 THE FIRMS TAB GENERAL SETTINGS Configuring General Settings 1. If necessary, click the General Settings link in the Firms Pane to open the General Settings Pane. Figure 6 Firm General Settings Pane 2. Choose the desired settings for the following items: 8

13 Option IQ-Mobile Automatic KB Reviews Description Check the Enable the IQ-Mobile feature set check box if IQ-Mobile is to be enabled for the Firm. IQ-Mobile allows an Engineer to interact with IQTrack via any -enabled portable device, such as a Blackberry, Windows Mobile, Good, or Treo device. There are two primary functions of IQ-Mobile. The first is to take ownership of a ticket within a Queue. The second is to change the status of a ticket to Handled, which stops all overdue alerts and indicates the issue has been resolved but needs more ticket information before closing. Interaction between IQTrack and IQ-Mobile is processed via between the two, and presently consists of only two commands: Take and Handled. When a ticket is escalated to a Queue, an is automatically generated to all members of that Queue, notifying them of the escalation. If the IQ-Mobile feature set is enabled, the escalation includes a line near the top similar to this: IQ-Mobile: cdba1d Commands are "take", "handled" If an Engineer replies to this and types the word take in the body of the with nothing else (basically, just hit reply and type the word take without putting anything else), IQ-Mobile will change ownership from the original Queue to the Engineer who requested ownership, automatically Save the ticket so the change of ownership takes effect immediately, and will also notify all members of the Queue that ownership of the ticket has been taken by the requesting Engineer. IQ-Mobile processes these requests on a first-come, first-served basis. If two Engineers request ownership at/near the same time, whichever is received by IQ-Mobile first will receive ownership of the ticket, with the second (and subsequent) requesters being informed via that they did not receive ownership and the name of the Engineer who did take ownership. Likewise, if an Engineer replies to an escalated ticket with the word handled, IQ- Mobile will change the status of the ticket from Open to Handled. Handled tickets automatically stop any existing or upcoming overdue notifications, and other than enduser closed ticket notification and actual closed date and time fields being updated, is considered closed. The ticket still needs to be closed, but requires desktop access to do so. The reason for this is to encourage Engineers to properly update tickets with important information that may help resolve future issues. By sending the Handled command, an Engineer also automatically Takes the ticket, thereby causing the ownership of the ticket to change. If another IQTrack User has a ticket locked (opened) when receiving a Take or Handled command, IQTrack will be unable to grant the request and will send the requester an informing them that the ticket is locked. A new Admin setting, Automatic KB Reviews: Automatically mark KB articles as reviewed when Engineers read them, is now available. This feature will automatically click the button when an Engineer has opened a KB article to review. 9

14 Date Created Field Cause Field Survey Reopen To If desired, check the box to Allow engineers to edit the Date Created field on tickets. IQTrack can now be configured to provide Cause fields within the ticket entry screen. Cause fields are used to categorize high-level issues. For example, the two default cause fields are Training and Break/Fix. You may also find benefit in adding a Conversion Cause that allows you to associate each ticket, regardless of Support Structure Category, to a conversion project that a Firm is handling. Settings are Disabled (default), Optional entry, and Required entry. Customization of the actual field values are performed through Admin > Causes. Turning this feature on will insert a new field into the ticket entry/edit screen between the Origin and Due Date fields. This allows the Firm to create reports based on these Causes. Choose the Queue or person to which reopened ticket Surveys will be sent. The choices include the Opened By s Supervisor, the Closed By s Supervisor, or any other person or Queue within the system. Surveys will be reopened if any of the survey responses indicate Needs Improvement or if the Contact Me check box is checked. Table 1 General Settings Dialog LOCATIONS Adding Firm Locations 1. If necessary, click the Locations link in the Firms Pane to open the Locations Pane. Figure 7 Firm Locations Pane 2. Click the button in the Locations Pane. The Add New Location window opens. 10

15 Figure 8 Add New Location Window 3. Complete the appropriate fields in the Add New Location dialog box, described below. Field Location Name Address City/State/Zip Phone Number Fax Number Time Zone Weekday Hours Description Type in a name for the location, for example, Chicago. Type in the street address of the location. Type in the city, state, and Zip Code of the location. Type in the location s main phone number using the format: xxx.xxx.xxxx. Type in the location s main fax number using the format: xxx.xxx.xxxx. Click the drop-down box and choose the location s Time Zone, using Daylight Savings time zones, if appropriate. Enter the start and end times for the location s weekday hours. NOTE: Weekday Hours, Saturday Hours, and Sunday Hours should reflect only the IT/IS operating hours for the Location. Saturday Hours Sunday Hours Enter the start and end times for the location s Saturday hours. Enter the start and end times for the location s Sunday hours. Table 2 Add New Location Dialog 4. Click the button to save the changes Click the 5. Repeat to add additional locations for the Firm. Modifying or Deactivating Firm Locations button to close the Add New Location window without saving changes. 1. Click the link of the Firm location to be modified or deleted. 11

16 Figure 9 Locations Window 2. The Modify Location window opens. Figure 10 Modify Location Window 3. Make desired changes to any of the displayed fields. 4. Click the button to deactivate the current Location. NOTE: Deactivated Locations are moved to the Inactive Items Tab, and can be reactivated at a later time. 5. Click the button to save changes Click the button to close the window without saving changes. HOLIDAYS Adding Firm Holidays 1. Click the Holidays link in the Firms Pane. The Holiday Pane opens to the right of the Firms Pane. 12

17 Figure 11 Firm Holidays Window 2. Click the button in the lower-right corner of the Holidays Pane (depicted above). The Add New Holiday window opens. Figure 12 Add New Holiday Window 13

18 3. Enter the appropriate information in the Add New Holiday dialog box, described below. Field Holiday Date Locations Description Type a name for the holiday. In the calendar, select the date of the holiday. Select the name of the Firm location recognizing the holiday check the All Locations check box to indicate that all Firm locations recognize the holiday. NOTE: To select multiple Locations, click on the first Location, and then Ctrl + Click on each additional Location. Table 3 Add New Holiday Dialog 4. Click the button to save changes Click the button to close the window without saving changes. Editing or Deleting Firm Holidays 1. Click the Holidays link in the Firms Pane (depicted below). The Holidays Pane opens to the right of the Firms Pane. Figure 13 Holidays Pane 14

19 2. Click the link to the holiday to be edited or deleted. Figure 14 Modify Holiday Link 3. The Modify Holidays window opens. Figure 15 Modify Holiday Window 4. Edit the desired information in the Modify Holiday dialog box. 15

20 5. To delete the holiday, click the button in the lower-right corner of the Modify Holiday window. 6. Click the button to save changes Click the button to close the Modify Holiday window without saving changes. QUEUES Queues are used as the holding tanks for open tickets. There are two types of queues: personal and team. Generally all tickets are escalated to a Team Queue so that the next available Engineer can take personal ownership of the escalated ticket. Taking ownership moves the ticket from the team Queue to the Engineer s personal Queue. A personal Queue is generated automatically for each Engineer. Team queues are generally created by functional group (i.e., Networking, Applications, etc.) and consist of one or more Engineers. A team Queue can be configured to auto-notify or auto-escalate tickets that remain in the Queue for a designated period of time. Adding Queues 1. Click the Queues link in the Firms Pane (depicted below). The Queues Pane opens to the right of the Firms Pane. Figure 16 Queues Window 16

21 2. Click the button in the lower-right corner of the Queues Pane (depicted above). The Add New Queue window opens. Figure 17 Add New Queue Window 3. Enter the desired information in the Add New Queue dialog box, described below. Field Title Comment Auto Escalation Description Type a name for the new Queue. Type in any desired comments about the new Queue. Click the radio button to Change Ownership, Send Notification, or Disable. Change Ownership Changes the ownership of an overdue ticket and sends an notification to the newly assigned Engineer or Queue to which the ticket is being reassigned. The system also copies the original owner to keep all parties informed. The subject line reads (example): Auto-Escalated Ticket #12345 Hardware Donald E. Marinoni. Send Notification Notification is in the form of an to the designated Engineer or Queue, and the subject line includes the words (example): Overdue Ticket #12345 Hardware Tom Johnson with the appropriate Ticket Number, Support Structure Category and Current Owner. Disable When a ticket becomes overdue, IQTrack takes no action. Table 4 Add New Queue Dialog 4. Click the button to save changes Click the button to close the window without saving changes. NOTE: Make sure there is at least one member in any Queue created. Viewing Queue Members 1. Click the List Queue Members button to the right of the Queue whose members you want to view. 17

22 2. The Queue members will be listed beneath the Queue (depicted below). Figure 18 List Queue Members Window Editing or Deactivating Queues 1. With the Queues Pane displayed, click the link to the Queue to be edited or deactivated (depicted below). Figure 19 Queues Pane 2. The Modify Queue window opens. Figure 20 Modify Queue Window 3. Make the desired changes in any of the displayed fields. 4. To deactivate the Queue, click the button in the lower-right corner of the Modify Queue window. 18

23 NOTE: Deactivated Queues are moved to the Inactive Items Tab, and can be reactivated at a later time. 5. Click the button to save changes Click the button to close the window without saving changes. ENGINEERS Engineers are defined as any member of the IS/IT team. Adding Engineers 1. Click the Engineers link in the Firms Pane. The Engineers Pane opens to the right of the Firms Pane. Figure 21 Engineers Window 2. Click the button in the lower-right of the Engineers window (depicted above). NOTE: It is recommended that you enter all Engineers from the top down (add Supervisors first); this is important when assigning Supervisors. 19

24 3. The Add New Engineer window opens. Figure 22 Add New Engineer Window 4. Enter the appropriate information in the Add New Engineer dialog box, described below. The fields with a yellow shaded background are required fields. Field First Name Last Name Title Description Type in the first name of the Engineer. Type in the last name of the Engineer. Type in the Engineer s title. Photo (optional) 20

25 Click the Browse button and upload a picture of the Engineer to be used for Requester Surveys. Comment Login Name Password Office Contact Numbers Type in any comments about the Engineer. Type in the Engineer s username. The default username is the Engineer s address. Type in the Engineer s login Password. The default Password is password. Type in the Engineer s address. The address is used when a ticket is escalated to notify the person that a ticket has been assigned to their personal Queue. Enter the Contact Numbers that will appear when a ticket is escalated as an emergency during regular business hours. Click the Type drop-down arrow and choose the type of number, i.e., office, mobile, pager, home; In the Number field, type in the telephone number; and Click the button to add the number. Repeat for each additional telephone number to be added. On-Call Contact Numbers Enter the Contact Numbers that will appear when a ticket is escalated as an emergency when the office is closed (depending on on-call setup/assignments). Click the Type drop-down arrow and choose the type of number, i.e., office, mobile, pager, home; In the Number field, type in the telephone number; In the Delay field, type in the number of minutes before the emergency on-call list will appear and Click the button to add the telephone number. Repeat for each additional telephone number to be added. Primary Physical Location Able to Physically Support Member of These Queues Supervisor Auto Escalation A primary location must be selected for each Engineer. Click the drop-down box to the right of the Select Location box, and select the primary physical location of the Engineer. If the Engineer is able to physically support other Firm locations, choose the Firm locations from the drop-down box. To select multiple offices, select the first office location and then press the Ctrl key while selecting other office locations. From the drop-down box, choose the Queues in which the Engineer is a member. Assigning an Engineer to a team Queue(s) will include the Engineer in all notification for the Queue. Remember, an Engineer does not need to be a member of a Queue in order to work a ticket; this is for notification purposes only. To select multiple Queues, select the first Queue and then press the Ctrl key while selecting other Queues. Click the drop-down box and select the Engineer s supervisor. Selecting this feature will make it easier to configure automatic escalations. Click the radio button to Change Ownership, Notify Only, or Disable. Change Ownership Changes the ownership of the overdue ticket and sends an notification to the newly assigned Engineer or Queue to which the ticket is being reassigned. The system also copies the original owner to keep all parties informed. The subject line reads (example): 21

26 Auto-Escalated Ticket #12345 Hardware Donald E. Marinoni. Send Notification Notification is in the form of an to the designated Engineer or Queue, and the subject line includes the words (example): Overdue Ticket #12345 Hardware Tom Johnson with the appropriate Ticket Number, Support Structure Category and Current Owner. Disable When a ticket becomes overdue, IQTrack takes no action. Permissions Grant the Engineer any of the following by checking the appropriate check box: Primary Function Helpdesk. Designates this Engineer has primarily working on the Help Desk. This setting is intended to be used in conjunction with the Resolution Rate Summary Report. It allows the reports to determine the calls resolved from those Engineers whose primary responsibility is answering help desk calls versus calls resolved by all other IT members (including, if appropriate, IntelliTeach analysts).allow External Escalation: Allows the Engineer to make escalations to persons outside of their own Firm. Supervisor. Allows the Engineer to act as a Supervisor. Being a supervisor allows an Engineer to edit tasks made by other Engineers and close broadcasts, in addition to being listed as a direct escalation option for any Engineer whose user profile lists this Engineer as a Supervisor. Firm Administrator. Allows this Engineer to perform system functions like support structure changes, Engineer and Requester additions/ changes/ deletions, and Reports. Administrators will notice and Admin button allowing them to use those features. Show in Escalation & Down-time Choices. Allows this Engineer to be assigned tickets to their own personal Queue. For the majority of Engineers this will be selected. A situation where you would not want to check this is for someone in upper management (IT Director possibly) who wants access in the system but not be part of the escalation path. Allow Knowledge Base Approval: Allows the Engineer the ability to approve knowledge base articles. All Engineers can submit articles, but only those with this check box selected can approve them for viewing by everyone. Table 5 Add New Engineer Dialog 5. Click the button to save changes Click the button to close the window without saving changes. 22

27 Editing or Deactivating Engineers 1. With the Engineers Pane displayed, click the link to the Engineer to be edited or deactivated (depicted below). Figure 23 Engineers Pane 2. The Modify Engineer window opens. Figure 24 Modify Engineer Window 3. Make the desired changes in any of the displayed fields. 23

28 4. To deactivate the Engineer, click the button in the lower-right corner of the Modify Engineer window. NOTE: Deactivated Engineers are moved to the Inactive Items Tab, and can be reactivated at a later time. 5. Click the button to save changes Click the button to close the window without saving changes. REQUESTER CUSTOM FIELDS An IQTrack Administrator can select which fields are displayed when viewing the Requester dialog filter (accessible from the new ticket window and Requester search tab). This dialog includes all fields within the Requester table plus any custom fields that may have been added. Also, custom fields have now been expanded from three to ten available fields. Adding Requester Custom Fields 1. Click the Requester Custom Fields link in the Firms Pane (depicted below). The Requester Custom Fields Pane opens to the right of the Firms Pane. Figure 25 Requester Custom Fields Window 24

29 2. Click the button in the lower-right corner of the Requester Custom Fields Pane (depicted above). The Add New Custom Field window opens. Figure 26 Add New Custom Field Window 3. In the Custom Field box, type in the name of the custom field. NOTE: Keep Custom Field names as short as possible, as long field names will push information off the right side of the Requester Pane, requiring that Analysts/Engineers scroll the Requester Pane to view the value of the field. 4. Click the button to save changes Click the 5. Repeat for each additional custom field desired. Editing or Deleting Requester Custom Fields button to close the window without saving changes. 1. In the Requester Custom Fields window, click the link of the Custom Field to be edited or deleted (depicted below). Figure 27 Requester Custom Fields Window 2. The Modify Custom Field window opens (depicted below). Figure 28 Modify Custom Field Window 3. To edit the name of the custom field box, type the new name in the Custom Field box. 4. To delete the custom field, click the button in the lower-right corner of the Modify Custom Field window. 5. Click the button to save changes Click the button to close the window without saving changes. REQUESTER DIALOG ITEMS Requester Dialog Items is a new feature that allows an Admin to select which fields will be presented in the Requester Dialog Filter List when pressing the button on a new ticket screen and on the Search Tab and, therefore, which fields are searchable. Requester Dialog Items include ALL fields within the 25

30 Requester table PLUS any and all custom fields the Admin has added. This is a huge new option as many Firms use fields (like Unique ID) that were not searchable within the Requester Dialog Filters in earlier versions of IQTrack. 1. Click the Requester Dialog Items link in the Firms Pane. The Requester Dialog Items Pane opens to the right of the Firms Pane. Figure 29 Requester Dialog Items Window 2. Click the Dialog Items drop-down box and select the desired Dialog Items. NOTE: To select multiple Dialog Items, click on the first item to be selected, then press Ctrl + Click on each additional Dialog Item to be selected. 3. Click to save the changes. REQUESTER IMPT/EXPT Synchronize Requesters Against a Master List This feature allows you to synchronize an updated list of requesters with those requesters currently in IQTrack. IQTrack will add any requesters on the updated list, deactivate any requesters not found in the updated list, and update any information from the updated list. 1. Obtain a current CSV file of all firm active users ( New Requester List ). 2. Considerations and cautions regarding the New Requester List file. 26

31 a. Ensure that there is at least one column in which each record is unique. This can be an address or unique ID provided by the firm. b. Check for First Name, Last Name, Location, and Address values in each field to ensure that there are no dupes and no blanks. c. Check to see that all location names match those in IQTrack. If not, edit either those in the New Requester List or IQTrack so that they match. d. Ensure that any VIP Notes in the Requester list that you exported from IQTrack also exist in the list that you intend to synchronize into IQTrack; otherwise, the VIP Notes will be lost. e. Find and Replace anything like Null with blank fields (make sure there are no Requesters with the name Null!). f. Make sure that the file does not contain any formatting characters or ASCII codes. g. Add any special requesters, like New Employee, New Temp Employee, printers, conference rooms, etc. Remember any special requester record, if it is not in the New Requester List, will be deactivated. Either: h. Complete the sync process and then reactivate them, or Include the special requesters in the New Requester List (by copying and pasting, if necessary). i. Save the New Requester List. j. Note the number of Requesters in the New Requester List to check against after the sync with IQTrack is complete. 3. As a precautionary measure, save a back-up copy of the existing requester list in IQTrack. a. From the Admin section of IQTrack, click on the Requester Import/Export link in the left Navigation pane. b. Select the radio button to Export all requesters, including inactive ones. 27

32 c. Click Next. d. Select the File Format: Comma-separated values (CSV) e. Select the File Format: Tab Delimited f. Click Finish. g. Save the Existing Requesters CSV file to your desktop. 4. From the IQTrack Admin section, import the New Requester List using the Unique ID or Address as the key field. a. From the Admin section of IQTrack, click on the Requester Import/Export link in the left Navigation pane. b. Select the radio button to Synchronize requesters against a master list. Figure 30 Requester Sync Window 28

33 c. Click Next. Figure 31 Requester Import From File Window d. Click the Browse button to the right of the Import From File box, and select the New Requester List. e. Click Next. 29

34 Figure 32 Requester Import Preview Window f. In the File Format? box, choose Comma-separated values (CSV). g. In the Text Qualifier: box, choose. h. A preview of the New Requester List will be displayed. NOTE: If it does not display, ensure that your file is a CSV file and not an XLS file. i. Click Next. 30

35 Figure 33 Requester Import Match Fields Window j. Match the fields from the New Requester List with those in IQTrack. k. Click the Key radio button to identify which field should be used as the Key Field (either Unique ID or Address). l. If you receive any messages to the effect that the sync could not occur, resolve the issue identified, and then resynchronize. m. Click Next. 31

36 Figure 34 Requester Import Summary Window n. A Requester Import summary page will display, indicating the number of requesters who were added, updated, and deactivated in IQTrack. Check this number against the number of Requesters in the New Requester List. NOTE: Consider the column heading row and any special requesters, such as New Employee, when comparing these numbers. o. Click Finish. Figure 35 Requester Import Confirmation Window 32

37 p. A Requester Import confirmation page will be displayed. 5. Go to Inactive Items tab and reactivate any Requesters that need to be reactivated (new requesters, temps). Upload a List of New Requesters to Add This feature allows you to add a list of requesters to IQTrack, without having IQTrack check the list against existing requesters. 1. Obtain a current CSV file of requesters to be added to IQTrack. 2. From the Admin section of IQTrack, click on the Requester Import/Export link in the left Navigation pane. Figure 36 Requesters to Add Window 3. Select the radio button to Add new requesters. 4. Click Next. 33

38 Figure 37 Requester Import From File Window 5. Click the Browse button to the right of the Import From File box, and select the list of requesters to be added to IQTrack. 6. Click Next. 34

39 Figure 38 Requester Import Preview Window 7. In the File Format box, choose Comma-separated values (CSV). 8. In the Text Qualifier: box, choose. 9. A preview of the Requester List will be displayed. NOTE: If it does not display, ensure that your file is a CSV file and not an XLS file. 10. Click Next. 35

40 Figure 39 Requester Import Match Fields Window 11. Match the fields from the Requester List with those in IQTrack. 12. If you receive any messages to the effect that the sync could not occur, resolve the issue identified, and then resync. 13. Click Next. 14. A Requester Import summary page will display, indicating the requesters who were added. Check this number against the number of Requesters in the Requester List. 15. Click Finish. 16. A Requester Import confirmation page will be displayed. Upload a List of Requesters to Deactivate This feature allows you to import a list of requesters to be deactivated in IQTrack. 1. Obtain a current CSV file of requesters to be deactivated in IQTrack. 2. From the Admin section of IQTrack, click on the Requester Import/Export link in the left Navigation pane. 36

41 Figure 40 Requesters to Deactivate Window 3. Select the radio button to Deactivate requesters. 4. Click Next. 37

42 Figure 41 Requester Import From File Window 5. Click the Browse button to the right of the Import From File box, and select the list of requesters to be deactivated in IQTrack. 6. Click Next. 38

43 Figure 42 Requester Import Preview Window 7. In the File Format box, choose Comma-separated values (CSV). 8. In the Text Qualifier: box, choose. 9. A preview of the Requester List will be displayed. NOTE: If it does not display, ensure that your file is a CSV file and not an XLS file. 10. Click Next. 39

44 Figure 43 Requester Import Match Fields Window 11. Match the fields from the Requester List with those in IQTrack. 12. Click the Key radio button to identify which field should be used as the Key Field (either Unique ID or Address). 13. If you receive any messages to the effect that the sync could not occur, resolve the issue identified, and then resynchronize. 14. Click Next. 40

45 Figure 44 Requester Import Summary Window 15. A Requester Import summary page will display, indicating the number of requesters who were deactivated. Check this number against the number of Requesters in the Requester List. 16. Click Finish. Figure 45 Requester Import Confirmation Window 41

46 17. A Requester Import confirmation page will be displayed. Export Active Requesters This feature allows you to export a list of active requesters in IQTrack. 1. From the Admin section of IQTrack, click on the Requester Import/Export link in the left Navigation pane. Figure 46 Export Active Requesters Window 2. Select the radio button to Export active requesters. 3. Click Next. 42

47 4. In the File Format box, choose Comma-separated values (CSV). 5. In the Line Ends: box, choose Carriage Return & Line Feed. 6. Do not check the box to Strip line breaks inside cell values. 7. Click Finish. 8. Choose whether to Open the file or Save the file in the desired location. Figure 47 File Download Window Export All Requesters, Including Inactive Ones This feature allows you to export a list of active requesters in IQTrack. 1. From the Admin section of IQTrack, click on the Requester Import/Export link in the left Navigation pane. 43

48 Figure 48 Export Active Requesters Window 2. Select the radio button to Export all requesters, including inactive ones. 3. Click Next. 44

49 4. In the File Format box, choose Comma-separated values (CSV). 5. In the Line Ends: box, choose Carriage Return & Line Feed. 6. Do not check the box to Strip line breaks inside cell values. 7. Click Finish. 8. Choose whether to Open the file or Save the file in the desired location. Figure 49 File Download Window REQUESTERS Requesters are identified as all members of a Firm. Any person who may call for support should be included in this list. 45

50 Adding Requesters 1. Click the Requesters link in the Firms Pane (depicted below). The Requesters Pane opens to the right of the Firms Pane. Figure 50 Requesters Window 2. Click the button in the lower-right corner of the Requesters window (depicted above). The Add New Requester window opens. 46

51 Figure 51 Add New Requester Window 3. Enter the appropriate information in the Add New Requester dialog box, described below. The fields with a yellow shaded background are required fields. Field First Name Last Name Unique ID Phone Notifications Check Box Location Floor/Room Title Practice Description Type in the first name of the Requester. Type in the last name of the Requester. Type in the Requester s unique ID. This field allows the Firm to identify the Requester in some unique way, such as the Requester s network login ID or payroll number in order to reference information in IQTrack with other Firm systems. Type in the telephone number of the Requester, and the Requester s extension, if applicable. Type in the Requester s address. By default, an is sent to the Requester each time a ticket is closed. Check the Prevent ticket open and close notification s from being sent for this requester s tickets check box to allow that global setting to be overwritten for those Requesters to whom notifications should not be sent. Click the drop-down box and select the Requester s office location. Type in the Requester s office floor and room information. Type in the Requester s title. Type in the Requester s practice group, for example, IP. 47

52 Group VIP Setting VIP Note Type in the Requester s group, for example, Trademarks. To identify that this Requester is someone to take extra care with (Partners, etc.), check the This requester is a VIP check box. Enter information that should be noted when dealing with this Requester. Table 6 Add New Requester Dialog NOTE: Custom field names can have up to 16 characters. The following fields each have a 100- character limit: First Name, Last Name, Title, Practice, Workgroup, and all of the custom fields. The limits for the other fields are as follows: Phone: 50 Extension: 15 Address: 255 Unique ID: 30 Floor: 20 Room: 25 VIP Note: Click the button to save changes Click the button to close the window without saving changes. Editing or Deactivating Requesters 1. With the Requesters Pane displayed, click the link to the Requester to be edited or deactivated (depicted below). Figure 52 Requesters Pane 48

53 2. The Modify Requester window opens. Figure 53 Modify Requester Window 3. Make the desired changes in any of the displayed fields, and click Save. 4. Click the button to save changes Click the button to close the window without saving changes. 5. To deactivate the Requester, click the button in the lower-right corner of the Modify Requester window. NOTE: Deactivated Requesters are moved to the Inactive Items Tab, and can be reactivated at a later time. SUPPT STRUCTURE The Support Structure is a general description assigned to each ticket which should identify the type of call. The structure follows up to 5 levels of classification. The application has been pre-loaded with a default structure. While this structure is completely customizable, there are a few items to consider before making severe adjustments. First, the more choices, the more likely different people will code something differently, thereby voiding the benefit of categorization. Second, the greater the difference, the less likely the shared knowledge base will be of benefit to your organization (more on this later). Our recommendation is as follows: Level 1 Primary Category (i.e., Network, Applications, Training) Level 2 Action or Application Name (i.e., Word, Outlook) 49

54 Level 3 Detail regarding (i.e., Styles, Redlining, Contacts, Tasks) Level 4 Specific issue (i.e., Adjustment to Default Styles, Document Restoration) Level 5 Viewing Support Structure Categories 1. Click the Support Structure link in the Firms Pane (depicted below). Figure 54 Support Structure Pane Adding Top-level Support Structure Categories 1. To add a new top-level Support Structure Category, click the button in the lower-right corner of the Support Structure Pane (depicted above). The Add New Category window opens. 50

55 Figure 55 Add New Category Window 2. Enter the desired information in the fields of the Add New Category dialog box, described below. Field Title Description Responsibility Local Only Review Internal Queues Description Enter the title of the Category. Enter a full description for the Category. The information in this field does not trickle down to the Support Structure s subcategories. From the drop-down box, select either Helpdesk or IT/IS. This is where the primary responsibility for this issue lies. Reports will use this field to determine 1st call resolution by the help desk. The information in this field does not trickle down to the Support Structure s subcategories. Check the check box if tickets in this Category can only be solved locally, that is, require an on-location visit. The information in this field does not trickle down to the Support Structure s subcategories. The Escalated Tickets section of the Review Tab is populated with tickets that an Analyst/Engineer opens but does not close. This allows the Analyst/ Engineer to see how the ticket was closed and thereby learn from it. For some categories, like a toner request, there is nothing for the Analyst/Engineer to learn, so check the Tickets in this category are excluded from review when escalated check box to indicate that an escalated ticket in this category (and any Support Structure subcategories) does not need to be reviewed by the original Analyst/Engineer. From the drop-down box, select the appropriate IntelliTeach Queues with which this Category should be associated. This setting trickles down to any subcategories to provide ease of maintenance. 51

56 Firm Queues Wizard Questions From the drop-down box, select the appropriate queues with which this Category should be associated. If an issue is desktop-related and you have 5 desktop queues (one for each city), include ALL 5 queues. This setting trickles down to any sub-categories to provide ease of maintenance. In order to provide ticket consistency and accuracy, the Ticket Wizard component of the system allows an Administrator to request that IQTrack display or request information at the time an Analyst enters a ticket based on the Support Structure Category. This Support Structure category setting trickles down to any sub-categories to provide ease of maintenance. In the Question box, enter the question or information to be presented at the time the Analyst enters the ticket. Click the Type drop-down box, and choose from the following Question Types: Informative (does not require a response) Optional (provides the option to enter text) Required (requires text to be entered) Yes/No (requires a Yes/No selection before proceeding) Click the button to add the question to the Ticket Wizard. Note: All information entered through the Ticket Wizard is automatically added as tasks in the Ticket Tasks Pane. Repeat for each additional question you want to add to the Ticket Wizard. Figure 56 Add New Category Window 3. Click the button to save changes Click the button to close the window without saving changes. Adding Support Structure Subcategories 1. In the Support Structure Pane, click the icon to the right of the Support Structure Category to which you want to add a subcategory (depicted below). Figure 57 Support Structure Pane 2. The Add New Category window opens. 3. Complete the desired fields, described above. 52

57 4. Click the button to save changes Click the button to close the Add New Category window without saving changes. Modifying Support Structure Categories 1. Click the icon to the right of the Category to be modified or deactivated (depicted above). The Modify Category window opens. 2. Make the desired edits to the fields in the Modify Category dialog box, described below. Deactivating Support Structure Categories 3. To deactivate a Support Structure Category, click the button in the lower-right corner of the Modify Category window. NOTE: Deactivated Categories are moved to the Inactive Items Tab, and can be reactivated at a later time. Categories cannot be deactivated if they are associated with Open Tickets. 4. Click the button to save changes Click the button to close the Modify Category window without saving changes. PRIITIES Priorities are used to generate automatic due dates. Based upon the Priority selected, a ticket s due date and time are created based on the current system clock and the priority interval. All intervals are calculated in minutes. 53

58 The default priorities are as follows: Figure 58 Default Priorities When establishing a due date/time, priorities will adhere to the location s hours, with the exception of Emergency Procedure selections. Examples: Location: Hours: Non-Emergency New York City 8a-6p Mon-Fri Example 1: A NYC call comes in at 4pm on Wednesday and coded with a medium priority (4 hours). The due date/time will be 10am. Example 2: A NYC call comes in at 4pm on Friday and coded with a medium priority (4 hours). The due date/time will be 10pm Example 3: A NYC call comes in at 2am on Saturday and coded with a medium priority (4 hours). The due date/time will be 12pm (noon). The exception is any priority coded with the check box This Priority should follow Emergency procedure. In this case the office hours are ignored (the assumption being that if the call is an emergency office hours are irrelevant). Emergency Example 4: A NYC call comes in at 5:50pm on Wednesday and coded with an Emergency Priority (30 minutes). The due date/time will be 6:20pm. 54

59 Example 5: A NYC call comes in at 5pm on Saturday and coded with an Emergency Priority (30 minutes). The due date/time will be 5:30pm. Example 6: A NYC call comes in at 2am on Sunday and coded with an Emergency Priority (30 minutes). The due date/time will be 2:30am. Adding a Priority 1. Click on the Priorities link in the Firms Pane (depicted below). The Priority Pane displays on the right of the Firms Pane. Figure 59 Priorities Pane 2. Click the button in the lower-right corner of the Priority Pane (depicted above). The Add New Priority window opens. Figure 60 Add New Priority Window 3. Enter the desired information in the Add New Priority dialog box, described below. Field Title Description Type in a name for the Priority. 55

60 Due Interval Emergency Type in the interval in minutes after which the ticket will become overdue. If the Priority should follow emergency procedures, click the Emergency check box. (The location s hours of operation will not be considered when calculating ticket due dates.) Table 7 Add New Priority Dialog 4. Click the button to save changes Click the button to close the Add New Priority window without saving changes. Editing or Deactivating a Priority 1. In the Priority Pane, click the link of the Priority to be modified or deactivated (depicted below). Figure 61 Priorities Pane 2. The Modify Priority window opens. Figure 62 Modify Priority Window 56

61 3. Make desired edits to the Modify Priority dialog box fields, described above. 4. To deactivate the Priority, click the button in the lower-right corner of the Modify Priority window. NOTE: Deactivated Priorities are moved to the Inactive Items Tab, and can be reactivated at a later time. 5. Click the button to save changes Click the button to close the window without saving changes. IGINS The Origin refers to the method by which the Requester contacted the HelpDesk/IS/IT for assistance. By leveraging the Origin field, you can now set up an automatic notification when a ticket is Opened, Escalated, and/or Closed by Origin (Origination). For example, you can now have IQTrack send an Open Ticket notification for all received s, letting the User know that their request is in process. There are an unlimited number of options that can now be configured for automatic notifications. In addition, you can also control Survey opportunities (always, never, or some % of time) that a Survey is included in a Closed Ticket . In conjunction with these changes, two additional administration options have been included. The first is to exclude an individual Requester from ALL notification. This feature will override any Firm-wide setting and exclude a specific Requester from ever receiving automatically generated s from IQTrack. The second deals with bad surveys. A bad survey is any Survey which receives a Needs Improvement selection if the Requester selects the Please have someone contact me option. In the event of a bad survey, IQTrack automatically re-opens the ticket in question, changes the priority to Emergency, and re-assigns the ticket to the Closer s Supervisor. You can change who receives the re-opened ticket in the General Settings section. You can select the Opener s Supervisor, Closer s Supervisor, or any Queue or individual Engineer within your organization. Only the Closed Ticket notification is enabled and sent to the address within the Requester table. Adding a New Origin 1. Click the Origins link in the Firms Pane (depicted below). The Origins Pane opens to the right of the Firms Pane. 57

62 Figure 63 Origins Pane 2. Click the button in the lower-right corner of the Origins Pane (depicted above). The Add New Origin window opens. Figure 64 Add New Origin Dialog 3. Enter the desired information in the Add New Origin dialog box, described below. Field Title Description Type in a name for the Origin. 58

63 Type Open Notification Open Close Notification Close Escalate Notification Escalate Survey Percentage Click the drop-down box and choose the type of Origin (No Type, Phone, or Voic ) Click the drop-down box and choose from among the following Open Notification options: Disabled Notification is disabled. This is the default setting. Requester Send a Notification to the address in the Requester address field Specified Address Sends a Notification to an address designated by the IT Department Requester & Specified Address Sends a Notification to the Requester and an address designated by the IT Department Type in the address requested in the Open Notification drop-down box above. Click the drop-down box and choose from among the following Close Notification options: Disabled Notification is disabled. This is the default setting. Requester Send a Notification to the address in the Requester address field Specified Address Sends a Notification to an address designated by the IT Department Requester & Specified Address Sends a Notification to the Requester and an address designated by the IT Department Type in the address requested in the Close Notification drop-down box above. Click the drop-down box and choose from among the following Escalate Notification options: Disabled Notification is disabled. This is the default setting. Requester Send a Notification to the address in the Requester address field Specified Address Sends a Notification to an address designated by the IT Department Requester & Specified Address Sends a Notification to the Requester and an address designated by the IT Department Type in the address requested in the Escalate Notification drop-down box above. Click the percentage drop-down box and indicate whether a user should receive a survey opportunity every time a ticket is closed (100%), whether a user should never receive a survey opportunity when a ticket is closed (0%), or some percentage in between (random survey opportunities). Table 8 Add New Origin 59

64 4. Click the button to save changes Click the button to close the window without saving changes. Editing or Deactivating an Origin 1. In the Origins Pane, click the link of the Origin to be modified or deactivated (depicted below). Figure 65 Origins Window 2. The Modify Origin window opens. 3. Make any desired changes in the appropriate fields, described above. 4. To deactivate the Origin, click the button in the lower-right corner of the Modify Origin window. NOTE: Deactivated Origins are moved to the Inactive Items Tab, and can be reactivated at a later time. 5. Click the button to save changes Click the button to close the window without saving changes. 60

65 Designating the Default Origin 1. In the Origins Pane, click the radio button to the right of the Origin to be designated as the Default Origin (depicted below). Figure 66 Default Origin Window CAUSES Cause codes are high-level coding of the type of calls or what caused the calls that were received. An Outage could be considered a Cause. Cause codes are a firm-wide setting and must be turned on in order to be displayed in the Firm General Settings Pane (described above). Adding a New Cause 1. Click the Causes link in the Firms Pane. Figure 67 Causes Pane 61

66 2. Click the button in the lower-right corner of the Causes Pane. The Add New Cause window opens. Figure 68 Add New Cause Dialog 3. Type in a title for the new Cause. 4. Click the button to save changes Click the button to close the window without saving changes. Editing or Deactivating Causes 1. Click the link to the Cause you want to edit. Figure 69 Cause Pane 2. The Modify Cause window opens. Figure 70 Modify Cause Window 3. Modify the Title of the Cause, if desired. 4. To deactivate the Cause, click the button in the lower-right corner of the Modify Cause window. NOTE: Deactivated Causes are moved to the Inactive Items Tab, and can be reactivated at a later time. 5. Click the button to save changes Click the button to close the window without saving changes. ON-CALL SETUP On-Call was designed to ensure that after-hours EMERGENCY escalations are going to the correct Engineers, while limiting the number of escalation mistakes. On-Call procedures are used when different emergency escalation procedures are followed for after-hours support compared to office-hours support. In order for the Emergency Call List to appear, the Analyst entering the ticket must both change the ticket priority to Emergency and save the ticket. The office must also be closed to display the On-Call list. 62

67 IQTrack allows for almost any scenario based upon your Firm s emergency on-call procedures. It is helpful if you have already designated all Engineers on-call contact number(s) while modifying the Engineers contact information. First, you should determine the best on-call procedures for your Firm. Second, use On-Call Setup to match the desired procedure. Finally, use the On-Call Assignments to schedule on-call Engineers. Adding New On-Call Groups The On-Call Setup allows for three types of procedures, each used based upon your determined afterhours support procedures. You can also choose not to use on-call location/category groups and just assign Engineers via the On-Call Assignments feature. Use the following table to determine which choice will best suit your needs. Options Location/Category Groups Global Phone Numbers Default Note NOTE On-Call Setup Description Can be used as a Location and/or Category grouping. Location groups are best used when a particular office(s) assigns different after-hours resources than other office(s). Category groups are best used to assign a specialized group to after-hours escalations by the Location or the Category. For example, remote connectivity issues occurring after-hours might be escalated to a Category group named Emergency Remote Access Team. The feature allows you to identify which locations the team can support and/or which Categories they are able to support. Can be used when mobile phones or pagers are circulated among the support team or in the case of a specific emergency phone number used after-hours. This note will display if there are NO On-Call Assignments for a particular day. You can decide to assign Engineers individually, without using the On-Call Setup; however, the On-Call Setup can accommodate almost all of your emergency escalation procedures. 63

68 1. Click the On-Call Setup link in the Firms Pane. The On-Call Location/Category Groups Pane opens to the right of the Firms Pane. Figure 71 On-Call Location/Category Groups Main Window 2. Click the button in the lower-right corner of the On-Call Location/Category Groups Pane. The Add New On-Call Location/Category Groups window opens: Figure 72 Add New On-Call Location/Category Groups Window 64

69 3. Enter the desired information in the Add New On-Call Location/Category Groups window, described below. Field Name Category Description Type in the name of the new On-Call Group. Click the ellipses box to the right of the Category field. The Select Category window opens. This window allows you to select one or more categories based upon your Firm s support structure. To select more than one category use the CTRL + Click or the Shift + Click techniques. The ALL link is an easy way to select every single category. The Filter field allows you to better narrow down your categories especially useful for Firms with many categories. Click the button to clear the entire category field. Filter: (category name) Type in the path of the support structure associated with the On-Call Group. Click the button to search the list of Categories using the Filter specified. A list of Support Structure topics will be listed that match the Filter specified. To clear the Filter, click the button to the right of the Filter field. Select the Support Structure Categories to be associated with the On-Call Group. NOTE: You can select multiple Categories by clicking on the first one, then holding down the Ctrl key as you click on each additional Category you want to select. Click the button to save your selections Click the button to close the Select Category window without saving changes. The Select Category window closes and returns you to the On-Call Location/Category Groups window. NOTES: If ONLY a parent on-call category is selected, it will trickle down to all subcategories. If individually selected subcategories are chosen, and the parent category is excluded, you can be more specific with your assignments. It is set up in this way because, sometimes, firms need the option of Person A being generally on-call for a category, such as Citrix, but for Citrix: Network Problems, someone else should be on-call. If a top-level category has not been selected for any on-call group, the on-call window (yellow phone) will display a message to the effect that There is no on-call procedure for today. Try this same ticket using last week s procedure, and then whatever text has been added in the Default Note. 65

70 If a new support category is added, it will become part of the parent support category trickle-down, unless otherwise directed. Locations Description From the drop-down box, choose the location to be associated with the On-Call Group click the All Locations check box to indicate that the On-Call Group is associated with All Locations of the Firm. To select multiple locations, click on the first Location and then Ctrl + Click on each additional location. Type a description of the On-Call Group. Table 9 Add New On-Call Location/Category Groups Dialog 4. Click the button to save changes Click the button to close the Add New Queue window without saving changes. Editing or Deleting On-Call Groups 1. Click the On-Call Setup link in the Firms Pane (depicted below). The On-Call Location/Category Groups Pane opens to the right of the Firms Pane. Figure 73 On-Call Location/Category Groups Main Window 2. Click the link to the On-Call Group to be modified or deleted. The On-Call Location/Category Groups window opens: 66

71 Figure 74 On-Call Location/Category Groups Window 3. Edit information in the desired fields of the On-Call Location/Category Groups dialog box, described above. 4. To delete the On-Call Group, click the button in the lower-right corner of the On- Call Location/Category Groups window. 5. Click the button to save changes Click the button to close the window without saving changes. ON-CALL ASSIGNMENTS The On-Call Assignments feature allows you to schedule Engineers providing emergency after-hours support based upon a particular group or Engineers category of responsibilities. You can specify precisely the timing of each escalation step, and you can specify an Engineer to whom to forward the emergency if the primary Engineer is NOT reachable. In order for the emergency call list to appear, the office must be closed and the ticket priority must be set to EMERGENCY. Adding On-Call Assignments 1. Click the On-Call Assignments link in the Firms Pane (depicted below). The On-Call Assignments Pane opens to the right of the Firms Pane. 67

72 Figure 75 On-Call Assignments Main Window 2. Choose the desired week from the Week drop-down box in the upper-right corner of the window (depicted above). 3. Click the icon to the right of the day for which you want to add an On-Call Assignment. The Add On-Call Assignments window opens. Figure 76 Add On-Call Assignments Window 68

73 4. Enter the desired information in the On-Call Assignments dialog box, described below. Field Date On-Call Select an Engineer Group Description If necessary, click the Date drop-down box and select a different date. From the drop-down box, choose whether the On-Call Assignment is to an Engineer or to a Global Phone Number. If the On-Call Assignment is for an Engineer, choose the Engineer from the Select an Engineer drop-down box If desired, select individual Locations from the Group drop-down box, or leave the designation as for All Locations/Categories. If the Engineer is on-call for every category use All Locations/Categories. If the Engineer should only be called when categories are that of a particular previously setup on-call group, then select that group. This limits the emergency tickets the Engineer can resolve, by category. Call Procedure Click the Type drop-down box, and choose the type of number, i.e., office, mobile, pager, home. In the Number field, type in the telephone number. In the Delay field, type in the number of minutes an analyst should wait before moving to the next escalation step. When the delay time has elapsed, the emergency Call List will pop up again. Click the button to add the telephone number. Repeat for each additional telephone number to be added. Forward To Note The Forward To option represents the next emergency escalation step, and is invoked only after the previous Engineer s emergency escalation procedures have been completed. Click the drop-down box and designate whether the On-Call Assignment should be forwarded to an Engineer or a Global Phone Number; if an Engineer, click the Select an Engineer drop-down box and select the Engineer. Type in any relevant note(s). Table 10 Add On-Call Assignments Window 5. Click the button to save changes Click the button to close the window without saving changes. Viewing On-Call Assignments You can view On-Call Assignments by Week or by Engineer. 1. To view On-Call Assignments by Week, click the Week drop-down list and select the desired week. If necessary, click the View By drop-down list and choose Week. 69

74 2. To view On-Call Assignments by Engineer, click the Week drop-down list and select the desired week; then click the View By drop-down list and choose Engineer. 3. To view an individual s on-call assignments, click the link to the Engineer s name. 4. The Engineer s on-call assignments will be listed. Editing or Deleting On-Call Assignments 1. Click the On-Call Assignments link in the Firms Pane (depicted above). The On-Call Assignments Pane opens to the right of the Firms Pane. 70

75 Figure 77 Edit On-Call Assignments Main Window 2. Choose the desired week from the Week drop-down box in the upper-right corner of the window (depicted above). 3. To edit or delete an On-Call Assignment, click the link to the Engineer s name. The Edit On-Call Assignment window opens: 4. Make any desired changes in the On-Call Assignment dialog box, described above. 71

76 5. To delete the On-Call Assignment, click the button in the lower-right corner of the window. 6. Click the button to save changes Click the button to close the window without saving changes. 7. To remove all assignments for a particular day, click the icon to the right of the day in the On-Call Assignments Pane. 8. Click the button to save changes Click the button to close the window without saving changes. Copying Daily On-Call Assignments Once you have set up a typical day, you can copy it to other days in that particular week. You can then edit according to any differences to save time in creating new On-Call Assignments. 1. Click the Duplicate drop-down box at the bottom of the On-Call Assignments window, and select the day containing the assignments you want to copy. 2. Click the drop-down box to the right of to and select the day to which you want to copy the assignments. 3. Click the button. Copying Weekly On-Call Assignments IQTrack allows you to copy weekly On-Call Assignments up to six weeks into the future to make scheduling easier. 1. Click the Week drop-down box in the upper-right corner of the On-Call Assignments Pane, and select the week whose assignments you want to copy. 2. Click the button in the lower-right corner of the On-Call Assignments Pane. The Duplicate Week dialog box opens. 72

77 Figure 78 Duplicate Week Window 3. Click the Duplicate To Week drop-down box, and select the week to which you want to copy the weekly assignments. 4. Click the button to save changes Click the button to close the window without saving changes. ON-CALL ALERTS If a ticket priority has been set to "Emergency," the On-Call List opens automatically when the ticket is saved. The "call list" icon in the ticket window opens the On-Call List and is displayed whenever the ticket being viewed is both open and has an emergency priority set. Note that if the User changes the priority level from a non-emergency to emergency, they must save the ticket for the call list icon to appear. Likewise, the icon will not disappear if the ticket is changed from emergency to non-emergency until after the ticket is saved. When the On-Call List is first displayed, it determines if the ticket's Location is currently open. If so, the normal daytime emergency call procedure is displayed. If the Location is closed, the after-hours emergency on-call procedure is displayed. If no on-call procedure exists for the day in question, the Analyst is given the option to use the previous week's procedure. 73

78 It is worth noting here what hours of the day IQTrack considers "after-hours." On days when a location is open, after-hours begin at closing time and lasts until opening time on the next day. On days when a Location is not open, after-hours begin at the normal opening time (determined by examining the Location's open time for the most recent day it was open), and lasts until opening time on the next day. If the On-Call List is opened after midnight, the on-call procedure from the previous day is used, extending until the Location opens that day. If an after-hours emergency on-call procedure does exist, it is displayed. The first number to call is bold and in red, and includes a "called number" icon (a phone with a green arrow pointing outward to the right). After the Analyst makes the appropriate call, he/she should click on the "called number" number icon to indicate the call was made. The on-call alert timer is then set (based on the wait-time of the number called), and the Analyst will see the on-call procedure with the last Engineer called in bold with the note "waiting for reply." The "called number" icon changes to a "response received" icon (a phone with a blue arrow pointing inward to the left). When the on-call alert timer expires, the On-Call List will pop up automatically (or refresh and come into focus). The next person to call is bold and in red, and includes a "called number" icon. All the numbers previously called are grayed out with "called" note and a "response received" icon after the number. When the "response received" icon is clicked, the Analyst will only see the Engineer who responded to the call. If another Analyst opens the On-Call List, he/she will see who made the last outgoing call. If the Analyst now viewing the on-call alert (who did not make the most recent outgoing call) calls the next person on the list and clicks the "called number" icon, he/she "takes ownership" of the alert, and subsequent alerts will be displayed to the new Analyst. The alert will be displayed one final time to the Analyst who had previously made the most recent outgoing call, now showing the new Analyst as the most recent caller. The original Analyst may choose to take over the alert again by making another outgoing call at the next appropriate time, or may let the second Analyst continue to handle the alert. Analysts are expected to communicate with each other to determine who should continue to pursue the alert. After the last number on the list has been called and the final on-call alert timer expires, the entire on-call procedure is displayed (indicating that each person was "called" and including a "response received" icon after every number). Additionally, the Analyst is notified that the end of the list has been reached and the global note, which is intended to communicate any last-ditch fallback procedures, is displayed. The On- Call List will not open automatically again and the Analyst will have to click on the "call list" icon in the ticket window to see it again. A few other items worth noting: Due to the nature of the web, it is possible for the On-Call List to pop up after another Analyst has "taken ownership" of an alert. In these cases, the Analyst will see who made the last call, if the Helpdesk is waiting for a reply, and the next Engineer to call if the alert timer has expired. The Emergency On-Call list will automatically insert tasks and audit trail items for each action taken by an Analyst. This will record the date and time of each call attempt, along with which on-call person has been contacted. Also, the individual s on-call message note will be displayed within the Emergency On-Call List. If the Requester location becomes open while an after-hours emergency on-call procedure is still in effect, the normal daytime emergency call procedure is displayed. When a ticket is closed, all on-call alerts are removed from the system and any residual On-Call List popups will inform the Analyst of that fact. If an after-hours emergency on-call procedure is still in effect and an administrator makes a change to the procedure, the on-call procedure will start over from the beginning if the next number has been removed from the list. If the next number has not been removed from the list, the call list procedure will continue in order, but with any changes reflected in the procedure displayed. TMAIL Tmail, IQTrack s -to-ticket system, has now been enhanced to automatically insert attachments included in an into the tracking system. Also, when Tmail receives an from an unrecognized 74

79 address but with a known domain name, it is now able to create a ticket with a pre-selected default Requester, rather than falling back to manual handing, as was previously the case. Tmail Procedures When Tmail is enabled, the Firm s Requesters should send their support requests to helpdesk@iqtrack.com. Your Firm may elect to set up an internal distribution list or group to send messages to this account. The ticket is created for the correct Requester based on the originating address entered into the Requesters list. Tickets with a FW, RE, or Recall will NOT create tickets in IQTrack. Out of Office s are also excluded from creating tickets. Ensure that you do not have duplicate Requesters in the Requester List or duplicate addresses. For the Requester "New Employee," please change the address to something like helpdesk@firm.com or another address that is unique in the Requester List. If the sent from the Requester contains an attachment (.doc,.jpg or.pdf), the file will be attached to the ticket that is created. This will NOT occur if the attachment is.xls,.bmp, or other type of file. If the Requester includes a graphic (screen shot) inside of the message body, it will NOT be attached as a file to the ticket that is created. The Date Created (the actual date a Ticket got created), along with the Date Opened, is displayed in the Created field on the Ticket. These two fields are normally the same; however, they can be different in two situations: 1) When Tmail inserts a ticket into IQTrack, it populates the Date Created field; the first time a User saves the ticket, it populates the Date Opened field. This is used for measuring the time between when IQTrack receives a ticket and when the User actually deals with it. 2) A Firm Administrator can turn on the ability for Engineers to edit the Opened Date. If this is turned on and any edits are made to this field, the Date Created will reflect the actual vs. adjusted. Auto-Replies are now excluded from T-mail. Any with autoreply on the subject line will NOT become a Tmail ticket. NOTE: If the Firm s system is doing any spam filtering, please allow these addresses to be accepted: helpdesk@iqtrack.com and iqtrack@iqtrack.com Tmail Settings Selecting a Tmail Queue allows Users to submit tickets to IQTrack, and control which Queue into which they are deposited. Normally, the Tmail Queue contains members of Help Desk Analysts or First Level Support Engineers. Those members should open the ticket and make any modifications based on the request. By default, the feature is disabled for a Firm, and Disable Tmail for this Firm appears. 75

80 Figure 79 Tmail Setup Window Field Tmail Mode Default Queue Default Requester Allow Attachments Domain Names Which Identify This firm Description Check the box to Enable the Tmail feature set Choose the queue to which Tmail will be sent This should typically be the requester which has been created for a new employee. Check the box to Allow attachments to become ticket files. This means that any attachments to the Tmail will be attached to the Files tab in the Ticket Details window. Indicate the domain name for the firm, using the format domain.com If the firm uses more than one domain name, click the Add a New Domain link and add additional domain names. 5. Click Save to save your changes. Tmail Tab A new Tab on the Analysts Home screen, Tmail, now exists along with a Red Alert Light when tickets exist within this tab. The Red Alert Light refreshes whenever something happens to a Tmail Failure (i.e., it gets deleted or made into a ticket), and also every 2 minutes automatically, no matter which tab the Engineer is using at the time. If you are currently using the Tmail feature, successful Tmails will continue to work as they have in the past. However, in IQTrack 1.8, a new tab will include most events identified as a Failed Tmail. An example of a failed Tmail would be any inbound with Re:, FW:, or Out of Office Assistant:, or Recall: (new in version 1.8) in the Subject line. These s will be presented in the Tmail tab, along 76

81 with the reason it failed to become a ticket. You have two choices with these failed Tmails: 1) create a new ticket based on their data; or 2) delete them. Before deleting them, you should confirm that none of the information presented needs to be updated in an existing ticket. If so, please copy/paste that information into the appropriate ticket. Once the Tmail is deleted, there is NO recovery of this information. Tmail Rules In the Admin section, a new link in the Navigation pane called Tmail Rules now exists. 77

82 This feature allows you to create rules based on inbound Tmails and automatically assign them to specific queues based on a number of variables, including: From Name, From Address, Subject, and Message Body. You can use key words within these fields for creating your Tmail rules. In addition, you can control the time of day and day of week these rules are enacted. Once a rule is created, you can modify its priority by adjusting its position using the arrows in the Tmail Rules Summary Screen. Tmail Attachment Size The maximum file size (combined or single file) has been increased from 5 MB to 10 MB. Tmail Setup Instructions for After-hours or IQTrack Full-time Clients Redirect the address to which your users send messages to your help desk to helpdesk@iqtrack.com. These messages must be REDIRECTED, rather than copied or forwarded, in order for Tmail to be created. Provide Intelliteach with a second address so that whenever a Tmail is not created (see Important Considerations below), Intelliteach can redirect those rejects back to this second address. You will be responsible for monitoring this mailbox. Create a queue in IQTrack called . NOTE: Do not use the title Tmail as this will cause issues for Intelliteach internally. In the Admin section of IQTrack, click on the Tmail Setup link in the left Navigation pane. 78

83 Click the Tmail Queue drop-down list, and select the queue. Click the Default Requester drop-down list, and select the requester that you have created for a new person (New User, New Employee, New Requester, etc.) Important Considerations The address of each Requester who sends an to the help desk must MATCH the address for that Requester in IQTrack. s sent to helpdesk@iqtrack.com must NOT contain any of the following notations in the Subject of the message: FW:, RE:, Out Of Office. There is currently a 5 MB limit on attachments (combined). However, if the attachment is imbedded in the body of the message, as opposed to a file attached to the message, IQTrack may not recognize the object as an attachment, and therefore, the image may not be attached to the Tmail. Each active Requester s must be unique in IQTrack or a Tmail will not be created. The subject line cannot exceed 2,000 characters. The body of the message cannot exceed 20,000 characters. The queue should then be monitored for Tmails. Appropriate information will need to be added to Tmails, such as the Support Structure Category, etc., as well as additional tasks prior to the ticket being closed. Please contact IQTrack Support for further configuration information (support@iqtrack.com or ). QUICK TICKETS Quick Tickets allow you to create ticket templates to reduce the amount of data entry when creating common tickets. You can drastically reduce the amount of time spent creating a ticket for common issues your Firm experiences. Creating Quick Tickets 1. Click the Quick Tickets link in the Firms Pane. The Quick Tickets Pane opens to the right of the Firms Pane. 79

84 Figure 80 Quick Tickets Main Window 2. Click the button in the lower-right corner of the Quick Tickets Pane. The Add New Quick Ticket window opens. 80

85 Figure 81 Add New Quick Ticket Window 3. Enter the desired information in the fields of the Add New Quick Ticket dialog box, described below. Field Title Description Category Priority Origin Cause Summary Visit Requested Tasks Description Type in a name for the Quick Ticket. Enter a description of the Quick Ticket. Click the drop-down box arrow, and select the associated Category. Click the drop-down box arrow, and select a priority for the Quick Ticket. Click the drop-down box, and select the Quick Ticket s Origination. Click the drop-down box and select a Cause, if Cause codes are required, or if desired when Cause codes are optional. Type in a typical Summary for this type of Quick Ticket. If appropriate, click the check box to flag this Quick Ticket to the effect that the Requester has requested a visit by an IT member. In the Tasks section, indicate: The default Action that should be taken for this type of Quick Ticket; The default Result that should be accomplished for this type of Quick Ticket; Any Private Notes about the handling of this Quick Ticket. Click the button to add this Task to the Quick Ticket. Repeat to add additional Tasks to the Quick Ticket. Table 11 Add New Quick Ticket Dialog 81

86 4. Click the button to save changes Click the button to close the window without saving changes. Modifying or Deleting Quick Tickets 1. Click the Quick Tickets link in the Firms Pane. The Quick Tickets Pane opens to the right of the Firms Pane. Figure 82 Quick Tickets Main Window 2. Click the link to the Quick Ticket to be modified or deleted. The Modify Quick Ticket window opens. 3. Make any desired modifications to the displayed fields. 4. To modify a previous Task: 82

87 a) Click the icon to the right of the Task, and make any desired modifications. b) Click the button to save changes Click the button to close the window without saving changes. 5. To delete a previously created Task, click the icon to the right of the Task. NOTE: You are NOT asked to confirm the deletion, and pressing Undo has no effect. If you accidentally delete a Task, click Cancel to avoid saving the changes. 6. To additional Tasks in the Tasks section of the Quick Ticket, type in: c) The default Action that should be taken for this type of Quick Ticket; d) The default Result that should be accomplished for this type of Quick Ticket; e) Any Private Notes about the handling of this Quick Ticket. 7. Click the button to add this Task to the Quick Ticket. 8. Repeat steps 4 and 5 to add additional Tasks to the Quick Ticket. 9. To delete the Quick Ticket, click the button in the lower-right corner of the Modify Quick Ticket window. 10. Click the button to save changes Click the button to close the window without saving changes. UNLOCK TICKETS Tickets are normally unlocked automatically when the ticket window is exited, or when the User owning the lock is logged out. Using the X in the upper-right corner of a ticket window to close a ticket may also result in the ticket becoming locked. If this occurs, the User can go back into the ticket and exit properly by using the button. If a ticket remains locked, an administrator can also unlock a ticket by force, allowing it to immediately be locked and edited by a second User. This can be helpful if a User leaves a ticket open, but someone else needs to update it. The User who previously had the ticket locked will receive an error message if they return and attempt to save the ticket. Tickets can always be viewed, even when locked, so a ticket would only need to be unlocked when it needs to be edited quickly and the User who owns the lock is not available. Locks can also be taken over by a regular User, after 15 minutes of no activity on the part of the lock owner, by clicking the lock icon within the ticket window itself. Unlocking Tickets 1. Click the Unlock Ticket link in the Firms Pane. The Unlocked Ticket Pane opens to the right of the Firms Pane, listing any locked tickets. 83

88 Figure 83 Unlock Ticket Main Window 2. Click the icon the right of the ticket to be unlocked. 3. Repeat Step 2 above for any other tickets to be unlocked. BATCH CLOSE TICKETS An IQTrack Administrator can close a batch of tickets at the same time. This option allows the Administrator to select a range of tickets by their open date. NOTE: IQTrack now uses the date and time a User selects the New Ticket button as the Open Date and Time of a ticket. Previously, the system would use the first time a user saved the ticket as the original Open Date and Time, causing confusion. This would lead to many tickets having the exact same Open and Closed Date and Time. The system provides a view of all tickets and the ability to individually exclude any ticket from the batch close. You are then prompted for the final task (action, result, private note) to be updated on each ticket, along with the options to override any locked tickets (default on) and to send Closed Ticket notifications (default off). Batch Close Tickets 1. Click the Batch Close Ticket link in the Firms Pane. The Batch Close Tickets Pane opens to the right of the Firms Pane. 84

89 2. Select a Beginning date in the Beginning calendar. 3. Select an Ending date in the Ending calendar. 4. Click the button in the lower-right corner of the Batch Close Tickets Pane. The Review Tickets window opens. 5. If desired, click the Ticket Number link to review any tickets before continuing with the Batch Close Ticket process. 6. Clear the check box to the left of any ticket you do not want to include in the Batch Close Ticket process. 7. Click the button to return to the previous window or click the button to proceed with the Batch Close Ticket process. The Batch Close Tickets > Specify Task window opens. 85

90 Figure 84 Batch Close Tickets > Specify Task Window 8. Enter the desired information in the fields described below: Field Action Taken Result Private Note Description The default action is Tickets Closed by Batch Process. Enter the Result of the Batch Close Tickets process. Enter any comments about the Batch Close Tickets process. Options Override Ticket Lock The default will override any tickets that are currently locked and allow them to be closed. Send Survey Check this box to send Survey s to Requesters of the tickets being closed. By default, this feature is turned OFF, which is the recommended setting in order that old tickets and multiple tickets for a single User do not generate confusing survey solicitations. Table 12 Specify Batch Ticket Close Tasks 9. Click the button to return to the previous window Click the button to complete the Batch Close Tickets process Click the button to close the window without saving changes. 86

91 THE REPTS TAB IQTrack has an extensive of built-in reports that can be quickly and easily generated. Custom Reports can also be created to suit a wide variety of preferences. CREATING REPTS 1. Click the Reports Tab at the top of the IQTrack Main Window. Figure 85 Reports Main Window 2. Click the Report drop-down box in the Report Options Pane, and select the desired Report, described below: NOTE: Reports with an asterisk are available in both the Reports Pane and the Search Tab for Analysts. Report Title Ticket Detail 1 Ticket Detail 2 Tickets by Date * Tickets by Weekday Description All tickets in the selected date range in detailed format, listing each action and its corresponding result. All tickets in the selected date range, all actions/results, and additional information regarding the Opener and Closer of the ticket. Displays a count of tickets opened each day in the given date range Displays a count of tickets opened on each day of the week in a specified date range 87

92 Tickets by Time of Day Tickets by Firm Tickets by Origin * Tickets by Cause * Tickets by Requester * Tickets by Status Tickets by Support Structure * Tickets Opened by Analyst * Tickets Opened by Staff * Tickets Closed by Staff * Tickets Closed by Queue Resolution Rate Summary Survey Response Detail * Broadcast Detail * Knowledge Base Summary On-Call Detail Unreviewed Item Summary Staff Summary Support Structure Summary Displays a count of tickets opened at each of the 24-hour intervals over the course of the date range. Displays a count of tickets opened under each Firm in the specified date range. Displays a count of tickets in each Origin (Live call, , voic , etc) in the specified date range Displays a count of tickets associated with a cause within the specified date range. Displays a count of how many tickets were opened under each Requester during the specified date range. Displays a count of how many tickets created during the specified date range are currently Open or Closed Displays a count of tickets created during the specified date range in each category of the Support Structure Displays a count of tickets opened by Analysts across all Firms in the specified date range. Displays a count of tickets opened by Analysts or Engineers during the specified date range. Displays a count of tickets closed by Analysts or Engineers during the specified date range. Displays the count of tickets closed by each Queue during the specified time period. Note that closing a ticket will put it in the closer s Queue, regardless of the location beforehand. Calculates a percentage Completion Rate based on the number of tickets IntelliTeach resolves, versus the number of resolvable tickets. A resolvable ticket is one designated in IQTrack as Help Desk responsibility. Total Tickets Resolved numbers do not include tickets resolved by IntelliTeach that were in IT-responsibility categories Displays a list of every Survey completed during the specified time period, including the ratings, comments and requests to be contacted. Displays in detail all broadcast messages during the specified date range, and that match the selected broadcast Status (Open/Closed) and Type (outage/informative). Displays a list of all KB articles created during the specified time period. Displays on-call procedures for each day during the specified date range. Displays a list of Analysts/Engineers and a count of the items that are currently unreviewed. Displays information regarding historical statistics per Analyst. Displays a list of the entire Support Structure, which can be printed or exported to a spreadsheet. Table 13 Ticket Report Descriptions 3. Enter the desired criteria in the Report Options Pane. 88

93 4. Click the button in the lower-right corner of the Report Options Pane. The results of the Report will be displayed in the Report Details Pane. 5. To download the file in CSV format, click the Download CSV Report button in the upper-right corner of the Report Details Pane. 6. To print a copy of the report, click the Print Report button in the upper-right corner of the Report Details Pane. TYPE OF REPTS Ticket Detail 1 Report 1. Click the drop-down box in the Report Options Pane and select the Ticket Detail 1 report. 2. Enter a date range in the Date Created fields by using the date drop-down box arrows Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 89

94 Ticket Detail 2 Report 1. Click the Report drop-down box in the Report Options Pane and select the Ticket Detail 2 report. Figure 86 Ticket Detail 2 Report Options 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 90

95 Figure 87 Ticket Detail 2 Report Results Window 91

96 Tickets by Cause 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Cause report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 92

97 Tickets by Location Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Location report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Tickets by Origin Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Origin report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 93

98 Tickets by Requester Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Requester report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Tickets by Support Structure Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Support Structure report. 2. Select the view you desire, either Normal or Detailed view. 94

99 3. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 4. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Tickets by Status Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Status report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 95

100 Tickets by Date Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Date report. 2. Enter a date range in the Date Created fields by using the date drop-down box arrows Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Tickets by Time of Day Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Time of Day report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 96

101 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Figure 88 Tickets by Status Report Results Window Tickets by Weekday Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets by Weekday report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 97

102 Tickets Opened by Staff Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets Opened by Staff report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Tickets Closed by Staff Report 1. Click the drop-down box in the Report Options Pane and select the Tickets Closed by Staff report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes 98

103 Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Tickets Closed by Queue Report 1. Click the Report drop-down box in the Report Options Pane and select the Tickets Closed by Queue report. 2. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 3. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Knowledge Base Summary Report 1. Click the Report drop-down box in the Report Options Pane and select the Knowledge Base Summary report. 99

104 2. Click the Approval Status drop-down box and choose All, Approved or Unapproved. 3. Click the View drop-down box and choose Normal or Detailed view. 4. To filter by Date Created, check the Date Created check box and then enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 5. To filter by Date Closed, check the Date Closed check box and then enter a date range in the Date Closed fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 6. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 100

105 Knowledge Base Summary Report Results Window (Normal View) Knowledge Base Summary Report Results Window (Detailed View) 101

106 Resolution Rate Summary Report 1. Click the Report drop-down box in the Report Options Pane and select the Resolution Rate Summary report. Figure 89 Resolution Rate Summary Report Options 2. Click the For Firm drop-down box and select the Firm for whom the report is to be run, or choose All Firms. 3. Click the Staff Type drop-down box and select All staff types, Analysts, or Engineers,. 4. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 5. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Figure 90 Resolution Rate Summary Report Results Window for All Staff Types NOTE: The Resolution Rate Summary Report does not include tickets that are still open, and excludes work orders that the Help Desk is likely to escalate based on the Support Structure settings. Survey Response Detail Report 1. Click the Report drop-down box in the Report Options Pane and select the Survey Response Detail report. 102

107 Figure 91 Survey Response Detail Report Options 2. Click the For Firm drop-down box and select the Firm for whom the report is to be run, or choose All Firms. 3. Enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 4. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. Figure 92 Survey Response Detail Report Results Window Broadcast Detail Report 1. Click the Report drop-down box in the Report Options Pane and select the Broadcast Detail report. 103

108 Figure 93 Broadcast Detail Report Options 2. Click the For Firm drop-down box and select the Firm for whom the report is to be run, or choose All Firms. 3. Click the Status drop-down box and choose All, Open or Closed. 4. Click the Broadcast Type drop-down box and choose All, Outage or Informational. 5. To filter by Date Created, check the Date Created check box and then enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 6. To filter by Date Closed, check the Date Closed check box and then enter a date range in the Date Closed fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 7. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 104

109 Figure 94 Broadcast Detail Report Results Window On-Call Detail Report 1. Click the Report drop-down box in the Report Options Pane and select the On-Call Detail report. Figure 95 On-Call Detail Report Options 2. Click the For Firm drop-down box and select the Firm for whom the report is to be run, or choose All Firms. 3. Enter a date range in the Date fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 4. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 105

110 Figure 96 On-Call Detail Report Results Window Unreviewed Item Summary Report 1. Click the Report drop-down box in the Report Options Pane and select the Unreviewed Item Summary report. Figure 97 Unreviewed Item Summary Report Options 2. Click the For Firm drop-down box and select the Firm for whom the report is to be run, or choose All Firms. 3. Click the Staff Type drop-down box and select All staff types, Analysts, or Engineers,. 4. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 106

111 Figure 98 Unreviewed Item Summary Report Results Window Staff Summary Report 1. Click the Report drop-down box in the Report Options Pane and select the Staff Summary report. Figure 99 Staff Summary Report Options 2. Click the For Firm drop-down box and select the Firm for whom the report is to be run, or choose All Firms. 3. Click the Staff Type drop-down box and choose All, Analysts, or Engineers. 4. To filter by Date Created, check the Date Created check box and then enter a date range in the Date Created fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 5. To filter by Date Closed, check the Date Closed check box and then enter a date range in the Date Closed fields by using the date drop-down boxes Click the click the and click OK. button to the right of a date field, select a date from the Select Date calendar, 6. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 107

112 Figure 100 Staff Summary Report Results Window Support Structure Summary Report 1. Click the Report drop-down box in the Report Options Pane and select the Support Structure Summary report. Figure 101 Support Structure Summary Report Options 2. Click the For Firm drop-down box and select the Firm for whom the report is to be run, or choose All Firms. 3. Click the View drop-down box and choose Normal or Detailed. 4. Click the button in the Report Options Pane. The report results are displayed in the Report Details Pane. 108

113 Figure 102 Support Structure Summary Report Results Window (Normal View) Figure 103 Support Structure Summary Report Results Window (Detailed View) CREATING REPT CSV FILE 1. With the report results displayed, click the Download CSV Report button in the upper-right corner of the results window. The Download File dialog box opens. 109

114 Figure 104 Download File Dialog 2. In the Download File dialog box, click the button. The Save As dialog box opens. Figure 105 Save As Dialog 3. Browse for the location where you want the CSV file to be saved. 4. In the File Name field, enter a name for the CSV file. 5. Click the button. PRINTING REPTS 1. With the report results displayed, click the Print Report button in the upper-right corner of the results window. TICKET REPTS Reports in IQTrack can be created using ticket search results. Enter the criteria that you want to use in the report, and then generate the report based on the search results. CREATING TICKET SEARCH REPTS 1. Direct your browser to 2. Enter your Username and Password, and then click the Sign In button. 110

115 3. Click the Search tab at the top of the IQTrack Main Window. 4. Click the Firms drop-down box above the Ticket Search window, and select the Firm for whom the report is to be run, or choose All Firms. Figure 106 Ticket Search Main Window BUILT-IN TICKET SEARCHES 1. To access one of the built-in ticket searches, click the link to the desired search, described below. Field All Open Tickets Open tickets with on-call alerts Open and overdue tickets Open emergency tickets Pending Tmail-generated tickets Description Runs a search for open tickets Runs a search for open tickets with on-call alerts Runs a search for open and overdue tickets Runs a search for open emergency tickets Runs a search for pending Tmail-generated tickets Handled tickets Tickets which have been put in a pending closed state in IQMobile Table 14 Built-in Ticket Search Descriptions 111

116 Figure 107 Ticket Search Results Window Sample 2. To clear the search results list, click the Clear Search Results button in the upper-right corner of the Ticket Search Results window. 3. To create a report based on the search results list displayed, click the Run Ticket-Based Report button in the upper-right corner of the Ticket Search Results window. The Run Report dialog box opens. Figure 108 Run Report Dialog 4. Click the Report drop-down box and select the type of report you want to run, described above. 5. Click the Mode drop-down box and one of the following options. Option Normal View Description Normal View is presented for on-screen viewing 112

117 Print-Friendly View Download CSV Print-Friendly View will present in a printer-ready version and even automatically pop up the Print dialog box Download CSV will export the data so that it can be imported into another application, like Excel Table 15 Report Download Options Figure 109 Report Download Report (Normal View) Figure 110 Report Download Report (Printer-Friendly View) Figure 111 Report Download Report (Download CSV Dialog) 6. Click the button to download the report Click the button to close the window without saving changes. CREATING CUSTOM REPTS 1. Click the Search Tab in the IQTrack Main Window. 2. Click the Firm drop-down box and in the Firms Pane and select the Firm for whom the report is to be run, or choose All Firms. 113

118 3. Enter criteria in the desired fields of the Ticket Search Pane, described below. Figure 112 Ticket Search Pane 114

119 Field Search For Open Tickets Only Owner Opened By Closed By Requester Location Category Priority Origin Cause Date Created Date Closed Responsible On Call Alerts Overdue Outage Training Visit Requested Survey Response Opener Reviewed Closer Reviewed Has Attached Files Has Tasks Escalated IQMobile IntelliTeach Description Search for tickets based upon specific text Search for only Open tickets Search for tickets by specific Owners Search for tickets Opened By a specific or group of Engineers Search for tickets Closed By a specific or group of Engineers Search for tickets by specific Requester(s) Search for tickets from specific Firm Locations Search for tickets with specific Category(ies) Search for tickets with specific Priority(ies) Search for tickets with specific Origin(s) Search for tickets with specific Cause(s) Search for tickets within a specific Date Created range Search for tickets within a specific Date Closed range Search for tickets by based on the group responsible for certain Support Structure categories Search for tickets containing On Call Alerts Search for Overdue tickets Search for tickets containing Outages Search for tickets containing Training Search for tickets with Visit Requested Search for tickets containing Survey Responses Search for tickets which the Owner has reviewed Search for tickets which the Closer has reviewed Search for tickets with Attached Files Search for tickets with Tasks Search for tickets which have been escalated Search for tickets generated by IQMobile that have been touched by IQMobile. Search for tickets that have been touched by IntelliTeach Table 16 Ticket Search Criteria Descriptions Search For 1. Enter text by which you want to search, and then click the drop-down box and choose All Words or Any Word. All Words would produce a search result where all words entered in the Search For field 115

120 are found, or Any Word would produce a result where at least one of the words in the Search For field are found. Figure 113 Search For Text Criteria 2. To search only for open tickets, click the Open Tickets Only check box (depicted above). Owner 1. Click the ellipsis button to the right of the Owner field. 2. The Select Ticket Owner dialog box opens. Figure 114 Select Ticket Owner Dialog 3. To filter the list of names based on text, enter the text in the Filter (name) field, and click To clear filter criteria, click. 4. To filter the list of names based on Client or IntelliTeach owners, click the Show drop-down box and make a selection. 5. Click the link to select all displayed Owners. 6. Click the link to deselect all displayed Owners. 116

121 NOTE: To select multiple Owners, click the first one, and then Ctrl + Click on each additional Owner to be selected. 7. Click the button to save changes Click the button to close the Select Ticket Owner window without saving changes. 8. Click the to the right of the Owner field to clear previous Owner search criteria. Opened By 1. Click the ellipsis button to the right of the Opened By field. 2. The Select Ticket Opener dialog box opens. Figure 115 Select Ticket Opener Dialog 3. To filter the list of names based on text, enter the text in the Filter (name) field, and click (or press Enter) To clear filter criteria, click. 4. To filter the list of names based on Client or IntelliTeach Openers, click the Show drop-down box and make a selection. 5. Click the link to select all displayed Openers. 6. Click the link to deselect all displayed Openers. 117

122 NOTE: To select multiple Openers, click the first one, and then Ctrl + Click on each additional Opener to be selected. 7. Click the button to save changes Click the button to close the Select Ticket Opener window without saving changes. 8. Click the to the right of the Opened By field to clear previous Opened By search criteria. Closed By 1. Click the ellipsis button to the right of the Closed By field. 2. The Select Ticket Closer dialog box opens. Figure 116 Select Ticket Closer Dialog 3. To filter the list of names based on text, enter the text in the Filter (name) field, and click To clear filter criteria, click. 4. To filter the list of names based on Client or IntelliTeach Closers, click the Show drop-down box and make a selection. 5. Click the link to select all displayed Closers. 6. Click the link to deselect all displayed Closers. 118

123 7. To select multiple Closers, select the first one and then Ctrl + Shift to select multiple Closers. 8. Click the button to save changes Click the button to close the Select Ticket Closer window without saving changes. 9. Click the to the right of the Opened By field to clear previous Closed By search criteria. Requester 1. Click the ellipsis button to the right of the Requester field. 2. The Select Requester dialog box opens. Figure 117 Select Requester Dialog 3. Enter search criteria in the Search field, and click or press Enter To clear filter criteria, click. 4. The Requesters search results window opens. 119

124 Figure 118 Requesters Search Results Window NOTE: The Requester list does NOT display the name of the Firm; however, it does display the Requester s address, which should point to the Firm name. 5. Click the link to select all displayed Requesters. 6. Click the link to deselect all displayed Requesters. 7. To select multiple Requesters, select the first one and then Ctrl + Shift to select multiple Requesters. 8. Click the button to choose the selected Requester(s) Click the button to close the Select Requester window without saving changes. 9. Click the to the right of the Requester field to clear previous Requester search criteria. Location 1. Click the ellipsis button to the right of the Location field. 120

125 2. The Select Location dialog box opens. Figure 119 Select Location Dialog 3. Click the link to select all displayed Locations. 4. Click the link to deselect all displayed Locations. 5. To select multiple Locations, select the first one and then Ctrl + Shift to select multiple Locations. 6. Click the button to save changes Click the button to close the Select Location window without saving changes. 7. Click the to the right of the Location field to clear previous Location search criteria. Category 1. Click the ellipsis button to the right of the Category field. 121

126 2. The Select Category dialog box opens. Figure 120 Select Category Dialog 3. To filter the search, enter search criteria in the Search field, and click To clear filter criteria, click. 4. Click the link to select all displayed Categories. 5. Click the link to deselect all displayed Categories. 6. To select multiple Categories, select the first one and then Ctrl + Shift to select multiple Categories. 7. Click the button to save changes Click the button to close the Select Category window without saving changes. 8. Click the to the right of the Category field to clear previous Category search criteria. Priority 1. Click the Priority drop-down box, and choose the Priority by which you want to search. 122

127 Origin 1. Click the Origin drop-down box, and choose the Origin by which you want to search. Cause 1. Click the Cause drop-down box, and choose the Cause by which you want to search. Date Created 1. To filter the search using a Date Created range, check the Date Created check box. 2. Enter the date created range in the date fields using the drop-down boxes Click the ellipsis calendar. button to the right of the date fields to select the date using the Select Date Date Closed 1. To filter the search using a Date Closed range, check the Date Closed check box. 2. Enter the date created range in the date fields using the drop-down boxes 123

128 Click the ellipsis calendar. button to the right of the date fields to select the date using the Select Date Responsible To filter the search by the entity responsible for the ticket, click the Responsible drop-down box and choose Helpdesk or IT. On Call Alerts To filter the search for tickets with on call alerts, click the On Call Alerts drop-down box and choose Yes. Overdue To filter the search for tickets which are either overdue or which are not overdue, click the Overdue dropdown box and choose Yes or No. Outage To filter the search for tickets which are either associated with an outage or which are not associated with an outage, click the Outage drop-down box and choose Yes or No. Training To filter the search for tickets which are either associated with training or which are not associated with training, click the Training drop-down box and choose Yes or No. Visit Requested To filter the search for tickets which are either associated with a visit request or which are not associated with a visit request, click the Visit Requested drop-down box and choose Yes or No. Survey Response To filter the search for tickets which are either associated with a survey response or which are not associated with a survey response click the Survey Response drop-down box and choose Yes or No. Opener Reviewed To filter the search for tickets which the Opener has not reviewed, click the Opener Reviewed drop-down box and choose No. 124

129 Closer Reviewed To filter the search for tickets which the Closer has not reviewed, click the Closer Reviewed drop-down box and choose No. Has Attached Files To filter the search for tickets which have attached files or do not have attached files, click the Has Attached Files drop-down box and choose Yes or No. Has Tasks To filter the search for tickets which have tasks or do not have tasks, click the Has Tasks drop-down box and choose Yes or No. Escalated To filter the search for tickets which have or have not been escalated, click the Escalated drop-down box and choose Yes or No. IQMobile To filter the search for tickets which have or have not been touched by IQMobile, click the IQMobile drop-down box and choose Yes or No. IntelliTeach To filter the search for tickets which have or have not been touched by IntelliTeach, click the IntelliTeach drop-down box and choose Yes or No. SAVING TICKET SEARCH CRITERIA 1. Enter the desired search criteria in the Ticket Search Pane. 2. Click the button at the bottom of the Ticket Search Pane. The Save Search window opens. Figure 121 Save Search Criteria Window 3. Type in a name for the Saved Search in the Name field. 4. Click the button to save the search criteria Click the button to close the window without saving changes. 125

130 RETRIEVING TICKET SEARCH CRITERIA 1. Click the button at the bottom of the Ticket Search Pane. The Saved Searches window opens. Figure 122 Retrieve Saved Searches Window 2. Select the Saved Search to be retrieved and click Click the button to close the window without saving changes. DELETING TICKET SAVED SEARCHES 1. Click the button at the bottom of the Ticket Search Pane. The Saved Searches window opens. Figure 123 Retrieve Saved Searches Window 2. Select the Saved Search to be deleted. 126

131 3. Click the button. 4. A confirmation window opens. 5. Click the button to confirm the deletion Click the button to close the window without saving changes. 127

132 INACTIVE ITEMS TAB When you wish to remove an item (i.e., Location, Queue, Engineer, Requester, Support Structure Category, Origin, or Priority) simply select the item and press the Deactivate button. The item will no longer be available for new data entry items; however, they will remain within the database for historical reporting purposes. If you ever wish to re-activate the item, go to the Inactive Items tab, find the item, and press the Reactivate button. A number of data integrity items have also been added to the system. For example, if you try to deactivate a Requester who has an open ticket, you will receive an error message stating the Requester has open tickets and cannot be deactivated until all tickets and closed. VIEWING INACTIVE ITEMS 1. Click the Inactive Items Tab at the top of the IQTrack Main Window. Figure 124 Inactive Items VIEWING AND REACTIVATING LOCATIONS 1. Click the Locations link in the Navigation Pane in the Inactive Items Tab. A list of inactive Locations appears in the Inactive Items > Locations Pane. 128

133 Figure 125 Inactive Locations Pane 2. To reactive a Location, click the Reactive icon to the right of the Location to be reactivated. VIEWING AND REACTIVATING QUEUES 1. Click the Queues link in the Navigation Pane in the Inactive Items Tab. A list of inactive Queues appears in the Inactive Items > Queues Pane. Figure 126 Inactive Queues Pane 129

134 2. To reactive a Queue, click the Reactive icon to the right of the Queue to be reactivated. VIEWING AND REACTIVATING ANALYSTS & ENGINEERS 1. Click the Analysts & Engineers link in the Navigation Pane in the Inactive Items Tab. A list of inactive Analysts & Engineers appears in the Inactive Items > Analysts & Engineers Pane. Figure 127 Inactive Analysts & Engineers Pane 2. To reactive an Analyst or Engineer, click the Reactive icon to the right of the Analyst or Engineer to be reactivated. VIEWING AND REACTIVATING REQUESTERS 1. Click the Requesters link in the Navigation Pane in the Inactive Items Tab. A list of inactive Requesters appears in the Inactive Items > Requesters Pane. 130