University of Southern California Marshall Information Services. ServiceDesk MIS Analyst Guide

Transcription

1 University of Southern California Marshall Information Services ServiceDesk MIS Analyst Guide Introduction to Service Desk... 2 Accessing Service Desk... 2 Incidents and Requests... 2 The Escalation Process: Acknowledgement & Completion Clocks... 3 Acknowledgement Escalation (1 Business Hour)... 3 Completion Escalation (Varies by Priority)... 3 Temporarily Suspending the Completion Escalation Clock... 3 Basic Incident/Request Workflow... 4 Overview of Incident/Request Actions... 5 Detailed Request/Incident Workflow... 6 Navigating Service Desk... 9 Creating an Incident (Something is Broken) Creating a Request (Customer Needs a Service or Purchase) Recording After the Fact Assigning a Request (More Work to be Done) Overview of Managing Tickets Assigned to You or Your Group Acknowledging an Incident or Request Working on an Incident or Request (Actions) Editing a Ticket s Information Adding a Note Attaching a File Denying a Request: "Cancel Request" (Requests ONLY) Suspending the Completion Escalation Clock Restarting the Completion Escalation Clock Involve Other MIS Personnel in your Ticket (Working in Parallel): Adding Tasks Assigning a Task Acknowledging a Task Closing a Task (Performed by Person Assigned the Task or the Ticket s Owner) Viewing Tasks you have Assigned to Others Reassigning a Task (Performed by Person Assigned the Task) Reassigning a Ticket (Working Sequentially): Add Assignment Completing an Incident or Request Reopening a Ticket Searching for Incidents/Requests Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 1 of 29

2 Introduction to Service Desk The purpose of this document is to describe how Service Desk should be used within Marshall Information Services. Accessing Service Desk Service Desk is web based and can be accessed at: using your Marshall log in credentials. Incidents and Requests In Service Desk, tickets are divided into two types: Incidents and Requests. Incident (Something Broken) An Incident should be raised when a user finds that something doesn t work as it is supposed to (e.g. computer won t boot, web page won t load, can t connect to network, etc.). Note that incidents must be acknowledged within a specific period of time to prevent escalation to a manager. Request (User needs software, Hardware, Something Configured, or Knowledge) A Request should be raised when a user wants something they don t already have (e.g. needs Chrome installed, wants access to a shared drive, wants their iphone configured, etc.). As with Incidents, Requests must also be acknowledged or they will escalate. Note that there is an approval process component associated with Requests that will eventually be implemented. For the time being, follow the steps in this guide when working with requests. Ticket In this guide, Ticket refers to both an incident and a request. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 2 of 29

3 1 Hour 1 Day 2 Days 10 days The Escalation Process: Acknowledgement & Completion Clocks There are two escalation clocks associated with Incidents and Requests. Both start ticking as soon as a ticket is created and both will notify a supervisor if the clock runs out. They are described below: Acknowledgement Escalation (1 Business Hour) Incidents, Requests, and Tasks must be acknowledged within one business hour after creation or they will escalate to a manager. Acknowledging a ticket or task does not mean you have completed the work; it merely signifies that you are aware of the ticket. As stated above, the acknowledgement clock starts clicking upon ticket or task creation, not when you are assigned the item. This means that if there is a delay between creating and assigning a ticket, you may have less than an hour to acknowledge it. If such a delay occurs, the Help Desk can acknowledge the ticket first and then assign it to an analyst prevent escalation. (Tickets only have to be acknowledged once.) Completion Escalation (Varies by Priority) Both Incidents and requests must be completed within a time period determined by their priority. The table below shows the number of business hours allotted for each type. Priority Incidents Requests 1 1 Business Day 1 Business Day 2 2 Business Day 2 Business Day 3 10 Business Day 10 Business Day Note that the completion clock starts clicking upon ticket creation, not acknowledgement. For and web created tickets, this could result in you having up to an hour less time to complete your ticket if it wasn t acknowledged right away at the Help Desk. Incident / Request Created Temporarily Suspending the Completion Escalation Clock When you are unable to move forward on an Incident or Request because you are waiting to hear back from a customer or a third party, you can suspend the completion escalation clock. For Incidents, there are two actions that will do this: With Customer and With 3rd Party. For Requests, you will use the Stop Clock action. To restart the clock, for Incidents use either Back from Customer or Back from 3rd Party. For Requests use the Start Clock action. Note that the Acknowledgement clock only needs to be stopped once. Reassigning a ticket does not start the clock again. Further, the completion clock does not restart with changes in ticket ownership (assignment). Note however that new Tasks must be acknowledged Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 3 of 29

4 Basic Incident/Request Workflow Below is a basic overview of the workflow involved in incidents and requests. A more detailed workflow is found two pages down. User receives . Creation - Incident / Request A ticket is opened in Service Desk by an analyst or automatically if customer sent an or used the web form. Acknowledge Clock Starts Completion Clock Starts Acknowledgement (Self Assigns) Analyst acknowledges the ticket thus assigning it to themselves. Assignment (Assign to Someone Else) Analyst assigns the ticket to someone. Acknowledge Clock Stops These two can be reversed Acknowledgement Assigned analyst acknowledges the ticket. Acknowledge Clock Stops Reassignment (Optional) Analyst reassigns the ticket. Work Performed on Ticket Analyst works on ticket. Work Performed on Ticket Analyst works on ticket. Optional Optional Assign Tasks (Optional) Analyst gives others tasks but retains ownership of the ticket. Customer receives Incident Resolved / Request Fulfilled Analyst closes ticket. Completion Clock Stops Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 4 of 29

5 Overview of Incident/Request Actions The life cycle of both Incidents and Requests involve the following main activities that will be broadly familiar from Incident Monitor: Open The Incident or Request moves into this state as soon it is created. Acknowledge In order to stop the clock and prevent a ticket from escalating, the user to whom it is first assigned needs to acknowledge it. This corresponds to closing the task in Incident Monitor. Add Note This is the generic way of adding information to an Incident or Request when work has been done or information has been gathered. There is the option to notify the end user whenever a note is added. ("Notes" replace the various specific tasks that are found in Incident Monitor: User, Called User, Additional Information and so on.) Attach File Allows you to attach a file to the ticket. Add Task (Parallel Work) Multiple simultaneous tasks can be created and assigned separately within an Incident or Request. This allows different people to work on different parts of an Incident or Request at the same time. Note that Tasks must be acknowledged or they will escalate. Add Assignment (Sequential work) Use this to pass ownership of a request to a different analyst or group. You might do this if you received the ticket erroneously or you are done with your part of the ticket and now another analyst or group must perform work on it. Resolved/Fulfilled When work on an Incident or Request is complete and all sub-tasks involved are complete, Incidents are marked as "resolved" and Requests are marked as "Fulfilled". In Incident Monitor, the equivalent action is Close. With Customer / With Third Party These two actions are used with Incidents and suspend the completion escalation clock They should be used with you are waiting to hear back from the customer or a third party. Stop Clock This action is used with Requests and also stops the completion clock. Cancel Request Until the approval process is in place for requests, you can use this action to deny a request. Reopen This action allows you to reopen a request or incident. By default, it is assigned to the person who reopens it. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 5 of 29

6 Detailed Request/Incident Workflow Note that there is an entire approval process for Requests the will be implemented later. Also, for now any tickets coming in through are always treated as Incidents even though they might qualify as requests. Web or Ticket Request received via Web Form or . Telephone / In-Person Ticket Customer calls or makes an in-person Request. ServiceDesk Automatically Creates Ticket Appears in Help Desk s Grab a Ticket Queue as an Unassigned Ticket Acknowledge Clock Starts Completion Cock Starts Analyst Creates the Ticket in Service Desk No Do you wish to Acknowledge the Ticket for the Analyst? No Are You Self- Assigning the Ticket? Yes Acknowledge Analyst acknowledges the action thus assigning it to themselves. Acknowledge Clock Stops Analyst Yes Acknowledge Analyst acknowledges the action thus temporarily assigning it to themselves. Assigning to a Group or an Analyst? Acknowledge Clock Stops Group Fulfilled or Resolved Action Close the ticket using the Fulfiledl or Resolved action. End User ed Survey. Leaves Queue. Completion Clock Stops Yes No Can Ticket be Resolved Immediately? No Work Performed More Work Needed by Another Analyst Work Performed Yes Add Assignment Ticket passed to new analyst. (Acknowledgement Clock remains stopped) Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 6 of 29

7 Add Assignment - Analyst Analyst receives an . Ticket appears in analyst s queue. Ticket disappears from Help Desk queue. Add Assignment - Workgroup All group members receive . Ticket appears in Group s Grab a Ticket queue. Ticket disappears from Help Desk queue. Yes Did Help Desk Acknowledge for you? No Acknowledge Clock Stops Do group members volunteer for ticket or does their manager assign to them? Volunteers Manager Assigns Acknowledge Analyst acknowledges the ticket stopping the Acknowledge Clock. No Did Help Desk Acknowledge for you? Perform Work More Work Needed by another Analyst Yes Add Assignment Ticket passed to new analyst. Yes Did Help Desk Already Acknowledge? No No Fulfilled or Resolved Action Close the ticket using the Fulfill Request or Resolved Incident action. End User ed Survey. Leaves Analyst s queue. Work Performed No Do you want to Acknowledge for the Analyst? Yes Completion Clock Stops Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 7 of 29

8 Add Assignment Manager assigns ticket to an Analyst. Request goes to Analyst s queue. Acknowledge Manager acknowledges the ticket stopping the Acknowledge clock and is temporarily assigned the ticket. Acknowledge Clock Stops Acknowledge Analyst acknowledges the ticket stopping the Acknowledge Clock. Acknowledge Clock Stops Add Assignment Manager assigns ticket to a subordinate. Perform Work Add Assignment ticket passed to new analyst. More Work Needed by another Analyst? Work Performed Fulfilled or Resolved Action Close the ticket using the Fulfill Request or Resolved Incident action. End User ed Survey. Leaves Analyst s queue. Completion Clock Stops Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 8 of 29

9 Navigating Service Desk Home Displays the screen shown below. New Incident (Something Broken) Create a new Incident. My Workload (You and your Group s Tickets) Displays open incidents, requests, and tasks that have been assigned to you OR assigned to your group but yet to be reassigned to a specific group member. New Request (Nothing Broken) Create a new Request. Grab a Ticket (Unassigned/Acknowledged Tickets) Displays incidents and requests (not Tasks) that have not been assigned to anyone or any group and has yet to be acknowledged. Queries Displays the Queries menu. Service Desk Displays the Service Desk Help & Reference Contains links to help and reference materials. Workload by Analyst Displays graphically the number of open tickets an analyst has. Click a bar to view the actual number. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 9 of 29

10 Creating an Incident (Something is Broken) When a user reports something doesn t work as it is supposed to, you should create an Incident. The steps in this section cover creating an incident when: You are creating the incident but will be assigning it to a group or another analyst. You are creating the incident and will be assigning it to yourself or recording it after the fact. 1. Click "Service Desk" located in the lower left corner. 2. Click "New Incident" located in the upper left corner. 3. Name Type the customer's last name to quickly locate them. These fields will selfpopulate when Name is specified. 4. Contact Information These will self-populate after selecting a Name ; however, you can edit the fields if alternate contact information is needed. 5. Subject Type a short description of the incident. 6. Description Type a full description of the incident. 7. Category Select a Category that best describes the incident. 8. Impact & Urgency Specify both. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 10 of 29

11 9. Type & Asset Item If known, choose the Type and then the specific details about the type in Asset. These refer to the actual asset or service that the Incident refers to. The more specific you can be, the more accurate the information in Service Desk will be for subsequent querying and reporting. Show All Checking this causes Type and Asset to display more than just the assets possessed by the user. 10. Resolve on Creation (Optional) Check this only if you are closing the Incident immediately (e.g. if you are reporting your work after the fact). Also, type in the details of the resolution (i.e. how you solved the incident.) This creates the request, assigns it to you, and then closes the request. Status Info These are read only fields. No action is necessary. Continued on Next Page Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 11 of 29

12 11. What you do next depends upon the circumstances. Use the decision tree below to determine the appropriate action. Did you click "Resolve upon Creation?" NO YES a. Click Save and Close You are done. The incident will be marked as resolved by you. The end user will receive an asking them to fill out a survey. Will you be assigning the ticket to someone? NO a. Click Save and Close You are done. The incident appears in the Grab a Ticket window as an unassigned and unacknowledged ticket. It is now the Help Desk s responsibility to assign the ticket. YES Will you be Assigning it to Yourself? YES NO a. Click Save. b. Click Acknowledge. c. Click Save and Close. The Incident is now acknowledged and assigned to you and appears in your My Workload window. You can now begin working on it. Will you be Acknowledging it for the Person you are Assigning it to? YES NO a. Click Save. b. Click Acknowledge. The Incident is acknowledged and assigned to you for now. Continued on next page Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 12 of 29

13 Continued from previous page You now need to assign the incident to an analyst. a. Click Save. b. Click Add Assignment. 12. Select Group Select the group the incident will be assigned to. 13. Select Analyst (Optional) If assigning to a specific analyst rather than the work group, select an analyst; otherwise, leave it blank. If desired, you can type a message to the analyst above the opening <html> tag. Do not erase the html content in this window! Leave checked to the group or analyst assigned the incident. 14. Click Save and Close. Unless you assigned the incident to yourself, you are done. The next section covers acknowledging an incident. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 13 of 29

14 Creating a Request (Customer Needs a Service or Purchase) You will create a request if: You have just assisted someone and now wish to record the request. Someone has asked for something and you wish to open a request for them. Note that when saved (but not assigned), Requests automatically show up in the Help Desk s Grab a Ticket queue at which time the Help Desk can fulfill the request or assign the request to an analyst. As with incidents, requests must be acknowledged within one hour and completed within the time specified by their priority. 1. Click "Service Desk" located in the lower left corner. 2. Click "New Incident" located in the upper left corner. 3. Request For This is the person who the request is for. Type the last name of the person to find them on the list. 4. Requested By (Optional) This is the person who is making the request. It is not necessarily the same person who the request is for. For example, Mary Olson is calling in a request for Dean Ellis. Type the last name of the person who is making the request to find them on the list. These fields will selfpopulate when you select a name. 5. Contact Information (Optional) These will self-populate when you select a name but are editable if the actual contact information varies. 6. Description Type a description of the request. 7. Subject Type a short description of the request. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 14 of 29

15 8. Request Type Click the down arrow and select a subcategory which best describes the request. (Click the small triangles to expand/contract choices.) 9. Priority - Select a priority based on MIS service level agreements. 10. Type & Asset If the request involves a Marshall owned asset such as their PC, set Type to Workstation and then select the affected computer's asset number from their list of assets using the Asset drop down. If the request does not involve their work PC, leave this area blank. Continued on Next Page Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 15 of 29

16 What you do next depends on the situation: Opening Only If you are opening the request and but are not part of the Help Desk group and are not the person who will do the work on the request, then you are done. Click "Save and Close". The Help Desk now has the request and will assign it as they see fit. Recording After the Fact If you have already completed the request and are merely recording it, see the shaded section below. Assigning a Request More Work to be Done If you are a Help Desk analyst and there is work that still needs to be done, the request needs to be assigned to an analyst (see the next page). Continued from step 10 on the previous page. Recording After the Fact Follow these steps if you have just helped someone and are recording the assistance after the fact. We will assume you have just created the request but have not yet saved it. (If you have already clicked "Save and Close", then do a search for the request to open it back up.) a. Click "Save" to display the Actions menu. b. Click Acknowledge (This assigns it to you.) c. Click "Fulfilled". d. In "Outcome", type a short description of the fulfillment. e. In "Details", type an expanded description of the fulfillment. f. Click "Save and Close". The request is now fulfilled and removed from all analyst queues. The clock is stopped and the customer receives and with a survey link. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 16 of 29

17 Continued from Step 10 from two pages ago. Assigning a Request (More Work to be Done) If you have closed the request, do a search for the request to reopen it. Self-Assign - To assign it to yourself: a. Click "Save" to display the Actions menu. b. Click Acknowledge (This assigns it to you.) c. Click Save and Close. Assign to Another Analyst or Group - To assign a request to an analyst or group: a. Click the "Save" button to display the Actions menu. b. Click the "Add Assignment" action. c. Group Select the group that will be assigned the request. d. Analyst (Optional) If desired, select which analyst in the group you have chosen should be assigned the request. e. Details (Optional) If desired, you can type a message to the analyst above the opening <html> tag. Do not erase the html content in this window! Leave checked to the group or analyst assigned the incident. e. Click "Save and Close". The request will appear in the assign analyst's queue and disappear from the Help Desk queue. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 17 of 29

18 Overview of Managing Tickets Assigned to You or Your Group Below is an overview of how to interpret tickets appearing in your "My Workload" dashboard. (Note that you can also open a ticket assigned to you by clicking the link in the you received when you were assigned the ticket.) To access the My Workload area: 1. Click Service Desk" in the lower left corner. 2. Click Home. The next few pages cover the different scenarios you may encounter; however, it all really comes down to understanding the Assigned User and Status columns. My Workload - Assigned to You or your group? When Assigned User is blank, it means that the ticket has been assigned to your group. When it lists you, it means that the ticket has been assigned to you specifically. My Workload - Acknowledged or not? When Status has Awaiting Acknowledgement, you or someone in your group must acknowledge it before it escalates. If it says anything else, then it has already been acknowledged. Grab a Ticket This displays Incidents and Requests (not Tasks) that have neither been assigned nor acknowledged. Typically, these are tickets created automatically by Service Desk when a customer uses the web form or s the Help Desk. In general, it is the Help Desk s responsibility to monitor this window and assign tickets as needed but any analyst is welcome to grab a ticket if it looks like something you should get anyway. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 18 of 29

19 Acknowledging an Incident or Request To acknowledge an incident or request specifically assigned to you or to volunteer for an incident assigned to your group, follow the instructions below. 1. Click Service Desk and then Home. 2. Locate the My Incident Workload dashboard. Any incidents or requests that have yet to be acknowledged will have Awaiting Acknowledgement in their Status column. To acknowledge the ticket: 3. Click the ticket to open it. 4. Click the Acknowledge action. This will change the ticket s status to In Progress and open a new action menu that allows you to take more actions. You can add actions now or click Save and Close to add actions at a later time. Note that if the ticket was originally assigned to the group, by acknowledging it you are now its owner and it now only appears in your My Workload window. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 19 of 29

20 Working on an Incident or Request (Actions) Once an incident or request has been acknowledged, you may wish to edit the initial information if it needs to be changed or add more information to the ticket in the form of notes or file attachments. You may also need to involve more MIS personnel. You can add actions at any time. 1. Click Service Desk and then Home. 2. In the My Workload dashboard, click the incident to open it. Editing a Ticket s Information You can edit most of the information originally entered into the request. Once you are done, be sure to save. Adding a Note To add pertinent information to the ticket: 1. Click the Add Note action. 2. Type the note s Title and Details then click Save and Close. Notes appear at the bottom of the ticket within the Notes tab Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 20 of 29

21 Attaching a File To attach a file to a ticket: 1. With the ticket open, click the Attach File action. 2. Type a description of the file in the Attachment Description box. 3. Click Choose File to attach a file. 4. Click Save and close. Viewing Attachments 1. Open the ticket. 2. At the bottom of the screen, click the Attachments tab. 3. Click the attachment you wish to open. 4. Click the file to view or download it. Denying a Request: "Cancel Request" (Requests ONLY) Until Service Desk's request approval process is in place, you will use this action to deny a request. 1. Click "Cancel Request". 2. Type a short Title. 3. Type a descriptive reason for the cancelation in Details. 4. Click "Save and Close". Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 21 of 29

22 Suspending the Completion Escalation Clock When you are unable to move forward on an Incident or Request because you are waiting to hear back from a customer or a third party, you can suspend the completion escalation clock. There are three actions that will do this: With Customer (Incidents) With 3 rd Party (Incidents) Stop Clock (Requests) 1. Open the ticket. 2. In the Actions column, select the appropriate action depending upon the circumstances. 3. Fill out the form and click Save and Close. Restarting the Completion Escalation Clock Once you have heard back from the customer or 3 rd party, you should restart the completion escalation clock by issuing one of these three actions: Back from Customer (Incidents) Back From 3 rd Party (Incidents) Start click (Requests) 1. Open the ticket. 2. In the Actions column, one of the actions above depending upon the circumstances. 3. Fill out the form and click Save and Close. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 22 of 29

23 Involve Other MIS Personnel in your Ticket (Working in Parallel): Adding Tasks Tasks allow the owner of a ticket to request participation from other analysts without relinquishing ownership of the ticket itself. Tasks are intended to be used when work can be done in parallel or you wish to manage a ticket by keeping it in your queue and assigning tasks to others. The task will show up in the My Workload list of the person who has been requested to assist but the ticket will remain with its owner. Tasks must be acknowledged within one hour just as with tickets are or they will escalate. Tickets containing tasks cannot be closed until all of its tasks are closed. Assigning a Task 1. Open the ticket. 2. Click Add Task from the Actions column. 3. Summary Type a short description of the task in Task. 4. Details Type any needed instructions for the task. 5. Save Click Save to update the Actions menu. 6. Click Add Assignment. 7. Select Group Select the group the task will be assigned to. If desired, you can type a message to the analyst above the opening <html> tag. Do not erase the html content in this window! 9. Select Analyst (Optional) If assigning to a specific analyst rather than the work group, select an analyst; otherwise, leave it blank. 10. Click Save and Close to assign the task and send an to the analyst being assigned the task. 11. (Optional) If you would like to acknowledge the task for them, issue the Acknowledge action. (You might do this if you need to assign it to them but they are away for a few hours.) 12. Click Save and Close again. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 23 of 29

24 Acknowledging a Task When you are assigned a Task, you must acknowledge it within 1 hour or it will escalate. The task will appear in your My Workload window as a task and you will receive an . Type This column indicates whether it is an Incident, Request, or Task. Status If this has Awaiting Acknowledgement then you must acknowledge it before it escalates. If it says anything else it has already been acknowledged for you. Assigned User - Assigned to You or your group? When Assigned User is blank, it means that the task has been assigned to your group. When it lists you, it means that the ticket has been assigned to you specifically. To acknowledge a task: 1. From your My Workload window, click the task to open it. 2. Click Acknowledge then click Save or Save and Close. It should still be in your My Workload dashboard but now its status should be In Progress. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 24 of 29

25 Closing a Task (Performed by Person Assigned the Task or the Ticket s Owner) Once you have completed a task assigned to you, you must mark it as complete. The owner of the ticket the task is a part of will not be able to close the ticket until all of its task are complete. 1. Open the Task. (It should be in your My Incident Workload queue. 2. Click the Complete action. 3. Type a Title. 4. Type any Details. 5. Click Save and Close. The task will disappear from your queue and the requestor will receive an containing the text you typed in Title and Details. Viewing Tasks you have Assigned to Others Tasks are recorded on the "Tasks" tab at the bottom of the ticket. You can view a task s status here and you can open the task and mark it complete for the person you assigned it to if necessary. 1. Open the ticket. 2. Find the "Tasks" tab at the bottom of the ticket (you may have to click the left arrow to scroll the tabs.) 3. Click the task to open it and view its details such as who you assigned it to and any notes they may have made. Once the person you have assigned the task has marked it complete, its Status will update to reflect its completed status. Reassigning a Task (Performed by Person Assigned the Task) If you received a task and need to assign it to another analyst, you can open the Task and issue the Add Assignment action. The task will disappear from your queue and appear in the queue of the person you reassigned it to. They will also receive notification. 1. Open the ticket and then open the Task. 2. In the task s Actions column, select Add Assignment. 3. Select the Group and if desired an Analyst then click Save and Close. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 25 of 29

26 Reassigning a Ticket (Working Sequentially): Add Assignment Unlike adding Tasks, adding an Assignment passes ownership of a ticket to another analyst. The ticket will disappear from your queue and appear in theirs. Typically, the Add Assignment action should be used when a ticket requires actions provided by different analysts in a specific order, you are a manager assigning tickets assigned to your workgroup, or a ticket was erroneously assigned to you. Note that if the reassigned ticket was already acknowledged, it does not need to be acknowledged again. The clock needs to be stopped only once. To add an assignment: 1. Open the ticket. 2. Click Add Assignment from the Actions column. 3. Select Group Select the group the ticket will be assigned to. 3. Select Analyst (Optional) If assigning to a specific analyst rather than the work group, select an analyst; otherwise, leave it blank. If desired, you can type a message to the analyst above the opening <html> tag. Do not erase the html content in this window! Leave checked to the group or analyst assigned the incident. 5. Click Save and Close. Unless you assigned the ticket to yourself, you are done. The ticket disappears from your queue and appears in the person or group you assigned it to. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 26 of 29

27 Completing an Incident or Request Once you have completed a ticket and all outstanding tasks are marked complete, you will close it by issuing either of the following actions: Incidents Issue the Resolve Incident action. Requests Issue the Fulfilled action. 1. Open the ticket. 2. Click either Resolved or Fulfilled action depending upon the ticket type. (Note that Resolve or Fulfilled will not be there if the ticket has any outstanding tasks.) This is the screen for resolving Incidents: 3. Outcome Type a brief line on how the ticket was resolved. 4. Details Type a summary about the ticket. 5. Click Save and Close. The ticket will disappear from your workload queue and the user will receive an telling them the ticket has been resolved. It will also contain the text you typed in Outcome and Details above. This is the screen for fulfilling Requests: Use the same technique as shown above to fill out the form. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 27 of 29

28 Reopening a Ticket You might need to reopen a ticket if the work was not completed to the customer s satisfaction or it was closed erroneously. There are two things you should know about reopening a ticket: Service Desk automatically assigns the ticket to the person who reopened it; you can however assign it to another analyst. Reopening a ticket does not restart the escalation process. To Reopen a Ticket: 1. Use either Search or Queries to locate the incident. 2. Click the Ticket. 3. You may have to issue the Close action to make the Reopen action available. 4. Click the "Reopen" action. 5. Type a Reason and its Details. 6. Click either Save and Close. At this point the ticket will be assigned to your queue. If you need to assign it to a different analyst, issue the Add Assignment action. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 28 of 29

29 Searching for Incidents/Requests The Search box and Queries are the two main methods for conducting searches. Search box Allows you to search by tying in a request or incident number; by the customer's name, or by keywords and text within the title and summary fields. Queries Allows you to run pre-made queries that were created by the Service Desk administrator. Marshall School of Business ServiceDesk_MIS_v4.docx 1/17/13 Page 29 of 29