Online Self Service for Clients. Division of Information Technology. Nov, Division of Information Technology 1

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1 Online Self Service for Clients Division of Information Technology Copyright 2012 Charles Sturt University No part of this document may be reproduced, altered or sold without prior written permission of the Executive Director, Division of Information Technology, Charles Sturt University Nov, 2017 Division of Information Technology 1

2 Contents Document Management History... 3 Introduction... 4 Getting Started - Log in to Online Self Service... 4 Using Self Service Portal - The Home page... 5 Customer Information your details... 5 Log an Incident or Request... 6 My Open Incidents and Requests... 9 Adding additional information to Open Incidents and Requests Adding an Attachment Resolving an open Incident View Closed and Resolved Incidents and Requests Using the Knowledgebase Self help Feedback Further Assistance Division of Information Technology 2

3 Document Management History Version Date Author Comments Nov 2017 Vicki Brown Create new self-service guide for clients to replace existing LANDesk self service guide Division of Information Technology 3

4 Introduction The Division of Information Technology is committed to continual improvement of our services to all of our clients. In November 2017 an updated Online Self Service facility was released to provide a help desk portal to all CSU staff, both on and off campus, 24 hours a day 7 days a week. The updated CSU Service Portal, powered by the Cherwell Platform, is delivering a new incident management tool for CSU as a replacement for the ageing LANDesk System. This system aims to improve on the services we provide, saving you time, streamlining parts of the incident process and giving you more control over jobs you log. The updated Service Portal provides more options for DIT to communicate better with you, and keep you informed of the progress of your incidents and requests. With the updated Self Service Portal you will be able to: View all of your open and resolved incidents and requests Log a new incident or request using an updated service catalogue with an enhanced workflow. Add attachments if required Add notes anytime, even after you have saved your job and DIT has begun processing it View notes that DIT has added to your job for information on progress Resolve/Withdraw your own job if you no longer require assistance Use the Knowledgebase to search to find an answer to your question or a solution to your issue. These KBs will continue to be built, so keep checking for new ones. Getting Started - Log in to Online Self Service Visit the Service Desk page and simply click on the Self Service portal link or access directly from this Enter your CSU username and current password. Browsers The Self Service portal can be accessed with any of these browsers - Chrome, Internet Explorer, Edge and Firefox. If the page does not display your security settings may be preventing pop ups. Go to your browser options menu and Allow pop-ups for csu.cherwellondemdand.com Currently the portal cannot be accessed via Safari or IOS devices (ipads, iphones). We recommend using another browser such as Chrome or Firefox. We hope this will be resolved in future releases. Division of Information Technology 4

5 Using Self Service Portal - The Home page An overview of the home page or Welcome screen, at any time you can click Home to return to this screen. This document provides more information on each of the sections. Shows you are logged in This Help link should not be used as it is specific to the Cherwell product. HELP for the service portal for CSU staff is provided in this document. View current service disruptions View All the Self Service knowledge articles OR View our Self-help and FAQs for known solutions and tips Keep checking back as we will be adding to them Log an incident or request with DIT via the service you need for a quicker response View all open and closed incidents you have logged with DIT Customer Information your details Click on your name and then User Info to display the contact details we have about you. Let the Service Desk know if any of this is incorrect Division of Information Technology 5

6 Log an Incident or Request Click on Log an Incident or Request to be presented with our top level services and descriptions. Click on the relevant grey box to select the service you need. Each top level service will show the 2 nd level category and incidents and requests that relate to it. If you are unsure what category to choose, select the most relevant and submit. The Service Desk will review and update it as needed, to ensure you receive assistance as soon as possible. Click on a link for the service you need to open the form to log your Incident or Request. Division of Information Technology 6

7 Relevant KBs will be displayed. Take a look as it may contain the answer you need, or info that we need to resolve your request quickly. Enter a description for your Request and click Save Use quick search to look for other knowledge topics. Note Incidents/Requests you have logged that contain your search word will also appear in a list with knowledge articles (separated in a clear list) When logging an Incident the screen will look slightly different. You will be asked 2 questions to help us understand the impact and urgency of the issue. Help us understand the impact and urgency of this issue so that we can prioritise incidents for ALL staff and resolve issues quickly. In this example it looks like a wider network issue needs attention fast. Enter a description and click Save A pop up will confirm your job has been logged and provide you with an Incident or Request ID number. Division of Information Technology 7

8 The My Items page will be displayed with your latest incident or request listed at the top Click on the top bold line to see more on your open Incident or Request. The most recent job is listed at the top Click on the graph to display all of your closed Incidents and Requests The progress of your open Incident or Request will be highlighted. Possible statuses are - New, Assigned, In Progress, Resolved and Closed (note closed jobs cannot be re-opened) You can add a comment which will be saved in the notes and comments sections. You can also view notes from DIT in this area. Click Add Comment if you have more to tell us. If the job is assigned the analyst will receive an notification as well Progress of your Incident or Request is shown here You can withdraw your Incident or cancel your Request if it is no longer needed or the issue is resolved Notes from you (in blue) and DIT will be shown in this area, as well as information on what has occurred with your Incident or Request An estimated response and completion date will be shown determined by the SLA for the category selected as well as the impact and urgency. This also shows the analyst and or team that is working on your Incident or Request Division of Information Technology 8

9 You can withdraw your Incident or cancel your Request if it is no longer needed. You will be prompted to tell us why you would like to withdraw your Incident or cancel your Request. This won t close the job but it will let us know of your intention to cancel and we will process it. My Open Incidents and Requests You can view all of your open and closed incidents and requests via the link at the bottom of the home screen as explained, or you can see the same screen via the My Items menu on the top of the Welcome screen. A summary list is shown for each open incident or request. The Service category and Incident ID is displayed in bold. Click on this link to see more information. The date and time it was logged Status E.G New, Pending Owned by team this shows which team it is assigned to Your description Division of Information Technology 9

10 Adding additional information to Open Incidents and Requests Locate the job from the summary list described above. If your job has been assigned to an analyst, an automatic will be sent to them to advise you have added a note. When your Incident or Request is set to pending status we are waiting on something to complete your job. This could be: o equipment, information or work from a supplier or third party; o the request is for a future date/time such as conference support; o the request cannot be completed until a request for change (RFC) has been approved and actioned; or o we are waiting on information or action from you. (If this status has been selected you will have received an to advise what is required from you) Use the arrows to view more information of every open Incident and Request without having to go back to your summary list When an open Incident or Request is set to pending there will be an orange status bar under the Incident number Check the notes to see what we are waiting on. You can add a note to provide information if required Click on view and change to Horizontal grid/form view to show a preview as shown Click Add Comment to add a note to provide information, if that is what is needed. The assigned owner of this job will receive an notification that you have added a note. Adding an Attachment After selecting an open Incident or Request from the summary list in My Items, click on Edit to be able to add an attachment. Click on the paperclip to add an attachment. Once you have clicked Edit, you can click the Paperclip icon to add an attachment Click Edit to be able to add an attachment If attachments have been added they will be listed here to open Type a meaningful name and description for your attachment Division of Information Technology 10

11 Click on the green plus symbol to navigate to the file you want to attach and click Save Click Save in your open Incident or Request (You will be prompted to Save if you click on anything else) Your attachment is now listed and can be viewed by you or any analyst. View attachments Resolving an open Incident If you no longer require assistance from DIT you can close any open Incident or Request. Locate the job from the summary list in My Items and click on the bold category title/incident number to open the job Below the description box, click on Withdraw Incident or Cancel Request. If your job has been assigned to an analyst, an automatic will be sent to the assigned analyst working to resolve your incident/request, to notify them that you have requested to close this job. Your request is also recorded in the notes section for teams to action as required. Division of Information Technology 11

12 View Closed and Resolved Incidents and Requests View Closed Incidents and Requests Click on My Items or View my Incidents and requests from the Welcome screen When your Incident or Request is resolved it will no longer be in your Open Incidents and Requests summary list. Click on the graph in All Closed incidents and Requests A summary list is shown for each closed Incident and Request. The Service category and incident ID is displayed in bold. Click on this link to see more information. The date and time it was logged Status E.G Resolved or Closed Owned by team this shows which team resolved your job Possible status are - New, Assigned, In progress, Resolved and Closed (note closed jobs cannot be re-opened) Status explained o Resolved Your Incident or Request has been resolved. You will receive an notifying you of the resolution. If you don t agree, you can contact the analyst who resolved it or the Service Desk within 3 business days to discuss and request it be reopened Division of Information Technology 12

13 o Closed Your Incident or Request was resolved. You received an notifying you of the resolution. After 3 business days your Incident or Request automatically moved to closed status. Note; A closed Incident or Request cannot be re-opened, if required a new job will need to be created. Using the Knowledgebase The Knowledgebase is a database of articles created from common issues or questions asked by staff. We are continually creating Knowledgebase articles to provide you with information and faster solutions. We encourage you to view the Self-help and search our Knowledgebase each time you log a new job. You may find information we will need to process your request quickly, or information to solve the issue you are having, in which case you either won t need to log a job or you will be able to resolve your job. At any time you can access the Knowledgebase to search for known solutions a number of ways Enter a keyword to search all knowledge articles from the Welcome screen Within an open Incident or Request (Use quick search to look for other knowledge topics. Note Incidents/Requests you have logged that contain the search word will also appear with knowledge articles (separated in a clear list) Click View All Knowledge Articles link on the Welcome screen and see a complete list of all articles and most popular articles. You can search using a keyword on this page as well. Search for a KB by keyword What are other staff liking, this will populate the most popular knowledge articles list Browse the list of All Knowledgebase Articles Remember to keep checking as we are adding to this all the time Division of Information Technology 13

14 Self help Click on View Other Self Help and FAQs on the Welcome screen to look for relevant knowledge about our services. We will be reviewing, updating and improving this information over time. Both the Self Help page and the Knowledge base Articles are being reviewed to ensure we are presenting the correct information to you in the easiest format. Feedback Your feedback is very important to us and we encourage you to let us know what you think of this new service. Further Assistance If you require further assistance please contact the DIT Service Desk. Division of Information Technology 14