Assigns a ticket to you. A ticket has to be assigned to you in order for you to work on it and see the full list of actions.

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Cameron Foster
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1 LANDESK: Definitions of s New Incident Assigned to Your Group Assign to Incident Assign to Me Attach Request Chase Incident Escalate Incident Re-Categorise Incident Update Alternative View Journal Watch Incident Launch RemoteIT Console Assigns a ticket to a Group and/or a specific analyst within the Group you have specified. Assigns a ticket to you. A ticket has to be assigned to you in order for you to work on it and see the full list of actions. Allows you to attach a service request to an incident. You could use this feature should you want to link the original incident with the request. Used when a customer phones to enquire on the progress of a ticket but that ticket is not assigned to you. Mostly used by Frontline Services. This feature can also be used by the customer through the self-service portal. Allows you to provide feedback to the Escalation Team if a ticket is not making sufficient progress. This action creates a task for the Escalation Team however; the original analyst still retains ownership of the ticket. Allows you to change the category on the incident. Allows you to enter an alternative customer address for this ticket only. Shows all activity on a ticket. Flags the ticket as watched. Once flagged there is a saved search on the analyst dashboard called Incidents I am Watching. This returns all incidents that you are currently watching, allowing you to view a ticket you have an interest in irrespective of the current status or the assignment. A shortcut to open the RemoteIT console which is a separate system used by Frontline Support and Field support to remotely log into PCs to diagnose or resolve issues. You need a separate account to access RemoteIT. 1

2 LANDESK: Definitions of s Incident in Progress Create Request On Hold Resolve Resolve with Template Schedule Desk Side Appointment With 3 rd Party With Customer Allows you to convert an incident into a service request if a ticket has been incorrectly logged as an incident when it was actually a service request. To be used if you need to place the incident on hold due to internal reasons, eg the incident is assigned to a colleague who is on leave and nobody else can fix it. The SLA clock does not stop because the delay is internal and not due to a third party or the customer. To be used when you have completed all of the required work for the ticket and you have resolved the customer s problem/request. Analysts should enter clear details of the action taken to resolve the incident as this information will be ed to the customer. The incident will be removed from your ticket list and the LANDESK system will close any incident tickets automatically after 48 hours once they are resolved. Resolve the incident using a bank of templates that have been created for the types of incidents that occur most often. The system inserts a resolve message from the template, which can be edited before sending to a customer. After saving the changes the incident will be marked as resolved. Allows appointments to be scheduled with the customer. This action will mostly be used by Frontline Support, but customers can also schedule appointments through the self-service view. If the customer s request for an appointment has been approved, Frontline Support will confirm the customer s location and assign the ticket to the respective field support queue. Once a date/time has been agreed, a notification is sent to the customer to confirm the appointment. If the ticket requires work to be completed by a third party, such as another Faculty or a supplier, this action allows you to enter details of the work to be completed by someone else. The SLA clock will stop because progress on the ticket is dependent on the third party and therefore out of our control. Should be used if an analyst requires information from the customer in order to progress the ticket. This action will pause the SLA clock. When an analyst has used the With Customer action requesting further information, an action appears in the customer s view. Customer responses can be found under the Notes tab at the bottom of the screen and from the View Journal action. 2

3 LANDESK: Definitions of s Incident in Progress (continued) Add Attachment Add Note Add Task Assign Incident Assign to Me Attach Request Attempted to Contact User Change Impact & Urgency Chase Incident Link Child Incident Analysts can add attachments to a ticket. You can upload an attachment to a ticket and the customer will see it when they open the ticket in LANDESK. The attachment is available from the tab at the bottom of the incident details screen. By clicking on the document title, the analyst can access the attachment. Please note that it is not possible to add an attachment to an sent to a customer through LANDESK. The reason for this limitation is that the system wants you to manage the ticket through LANDESK and not via . Notes can be added to the ticket to capture further information about the ticket or the progress of the work on the ticket. Notes can be viewed from the tabs at the bottom of the incident details screen. As with all actions, notes are also recorded in the journal for the ticket and are best viewed from the Journal tab. Tasks are used when you need another analyst to carry out a piece of work before you can continue working on a ticket. In other words, the analyst retains ownership of the ticket but there is a dependency on another team(s) to carry out a specific task(s). When this task is complete the ticket returns to the original analyst. Assigns a ticket to a Group and/or a specific analyst within the Group you have specified. Assigns a ticket to you. A ticket has to be assigned to you in order for you to work on it and see the full list of actions. Allows you to attach a service request to an incident. You could use this feature should you want to link the original incident with the request. Sends the customer an informing them that IT has tried to call them but they didn t answer their phone. This action allows you to change the Impact and Urgency fields on the incident, which may automatically update the Priority field depending on the changes made. Used when a customer phones to enquire on the progress of a ticket but that ticket is not assigned to you. Mostly used by Frontline Services. This feature can also be used by the customer through the self-service portal. Links an existing incident to the ticket as a child ticket. This makes the current ticket the parent. You can have many child tickets attached to a parent ticket. Similar to a major incident, this allows the child tickets to be updated via the parent ticket. 3

4 LANDESK: Definitions of s Incident in Progress (continued) Detach Linked Incident Escalate Incident Generate RemoteIT Pin Link to Major Incident Re-Categorise Incident Send Update Alternative View Journal Watch Incident Launch RemoteIT Console Unlinks an individual incident from a major incident. Allows you to provide feedback to the Escalation Team if a ticket is not making sufficient progress. This action creates a task for the Escalation Team however; the original analyst still retains ownership of the ticket. Relates to the RemoteIT software which is a separate system used by Frontline Support and Field support to remotely log into PCs to diagnose or resolve issues. The customer requires a PIN number to start the remote IT sessions. This action generates the PIN directly from LANDESK meaning once the remote session is established the customer s contact details and LANDESK ticket ID is automatically linked to the remote IT session. When a major incident has been declared, this action allows you to link a related ticket that you have received. By linking this incident to the major incident, your ticket can be updated automatically as the major incident ticket is updated. This includes any notes that might have been added to the major incident, as well as, when the incident is resolved (i.e. it will automatically resolve your ticket). Allows you to change the category on the incident. Used when an analyst wants to send a general communication to a customer without putting the ticket on hold and pausing the SLA clock, e.g. verifying a room number prior to an arranged appointment. Allows you to enter an alternative customer address for this ticket only. Shows all activity on a ticket. Flags the ticket as watched. Once flagged there is a saved search on the analyst dashboard called Incidents I am Watching. This returns all incidents that you are currently watching, allowing you to view a ticket you have an interest in irrespective of the current status or the assignment. A shortcut to open the RemoteIT console which is a separate system used by Frontline Support and Field support to remotely log into PCs to diagnose or resolve issues. You need a separate account to access RemoteIT. 4

5 LANDESK: Definitions of s Incident with Customer Back from Customer Add Attachment Add Note Add Task Attempted to Contact User Link Child Incident Detach Linked Incident Escalate Incident Link to Major Incident Send Once the customer has responded to the message that the analyst sent using the With Customer action, the analyst can add the details of the customer s reply using the Back from Customer action to keep a record of the ticket history. Analysts can add attachments to a ticket. You can upload an attachment to a ticket and the customer will see it when they open the ticket in LANDESK. The attachment is available from the tab at the bottom of the incident details screen. By clicking on the document title, the analyst can access the attachment. Please note that it is not possible to add an attachment to an sent to a customer through LANDESK. The reason for this limitation is that the system wants you to manage the ticket through LANDESK and not via . Notes can be added to the ticket to capture further information about the ticket or the progress of the work on the ticket. Notes can be viewed from the tabs at the bottom of the incident details screen. As with all actions, notes are also recorded in the journal for the ticket and are best viewed from the Journal tab. Tasks are used when you need another analyst to carry out a piece of work before you can continue working on a ticket. In other words, the analyst retains ownership of the ticket but there is a dependency on another team(s) to carry out a specific task(s). When this task is complete the ticket returns to the original analyst. Sends the customer an informing them that IT has tried to call them but they didn t answer their phone. Links an existing incident to the ticket as a child ticket. This makes the current ticket the parent. You can have many child tickets attached to a parent ticket. Similar to a major incident, this allows the child tickets to be updated via the parent ticket. Unlinks an individual incident from a major incident. Allows you to provide feedback to the Escalation Team if a ticket is not making sufficient progress. This action creates a task for the Escalation Team however; the original analyst still retains ownership of the ticket. When a major incident has been declared, this action allows you to link a related ticket that you have received. By linking this incident to the major incident, your ticket can be updated automatically as the major incident ticket is updated. This includes any notes that might have been added to the major incident, as well as, when the incident is resolved (i.e. it will automatically resolve your ticket). Used when an analyst wants to send a general communication to a customer without putting the ticket on hold and pausing the SLA clock, e.g. verifying a room number prior to an arranged appointment. 5

6 LANDESK: Definitions of s Incident with Customer (continued) View Journal Watch Incident Launch RemoteIT Console Shows all activity on a ticket. Flags the ticket as watched. Once flagged there is a saved search on the analyst dashboard called Incidents I am Watching. This returns all incidents that you are currently watching, allowing you to view a ticket you have an interest in irrespective of the current status or the assignment. A shortcut to open the RemoteIT console which is a separate system used by Frontline Support and Field support to remotely log into PCs to diagnose or resolve issues. You need a separate account to access RemoteIT. Request Awaiting Fulfilment Cancel Request Create An Incident Incorrect Item Selected On Hold Request Fulfilled Schedule Desk Side Appointment Allows you to cancel a request if required (e.g. if the request is no longer required). Allows you to convert a service request into an incident (e.g. if a customer has raised a request in error when it should be logged as an incident). If the customer has selected the wrong item for the Service Request Item field, you can correct it (for reporting purposes) using this action. To be used if you need to place the request on hold due to internal reasons, such as inaccuracies on the request. Please note that the SLA clock does not stop. To be used when you have completed all of the required work for the request and you have fulfilled the customer s request. Analysts should enter clear details of the action taken to fulfil the request as this information will be ed to the customer. The LANDESK system will close any requests automatically once they are fulfilled and they cannot be reopened. Allows appointments to be scheduled with the customer. This action will mostly be used by Frontline Support, but customers can also schedule appointments through the self-service view. If the customer s request for an appointment has been approved, Frontline Support will confirm the customer s location and assign the ticket to the respective field support queue. Once a date/time has been agreed, a notification is sent to the customer to confirm the appointment. 6

7 LANDESK: Definitions of s Request Awaiting Fulfilment (continued) With 3 rd Party With Customer Add Attachment Add Note Add Task Assign Incident Assign to Me Attach Incident Attempted to Contact User Chase Request If the ticket requires work to be completed by a third party, such as another Faculty or a supplier, this action allows you to enter details of the work to be completed by someone else. The SLA clock will stop because progress on the ticket is dependent on the third party and therefore out of our control. Should be used if an analyst requires information from the customer in order to progress the ticket. This action will pause the SLA clock. When an analyst has used the With Customer action requesting further information, an action appears in the customer s view. Customer responses can be found under the Notes tab at the bottom of the screen and from the View Journal action. Analysts can add attachments to a ticket. You can upload an attachment to a ticket and the customer will see it when they open the ticket in LANDESK. The attachment is available from the tab at the bottom of the incident details screen. By clicking on the document title, the analyst can access the attachment. Please note that it is not possible to add an attachment to an sent to a customer through LANDESK. The reason for this limitation is that the system wants you to manage the ticket through LANDESK and not via . Notes can be added to the ticket to capture further information about the ticket or the progress of the work on the ticket. Notes can be viewed from the tabs at the bottom of the request details screen. As with all actions, notes are also recorded in the journal for the ticket and are best viewed from the Journal tab. Tasks are used when you need another analyst to carry out a piece of work before you can continue working on a ticket. In other words, the analyst retains ownership of the ticket but there is a dependency on another team(s) to carry out a specific task(s). When this task is complete the ticket returns to the original analyst. Assigns a ticket to a Group and/or a specific analyst within the Group you have specified. Assigns a ticket to you. A ticket has to be assigned to you in order for you to work on it and see the full list of actions. Allows you to attach an incident to a service request. You could use this feature should you want to link the original request with the incident. Sends the customer an informing them that IT has tried to call them but they didn t answer their phone. Used when a customer phones to enquire on the progress of a ticket but that ticket is not assigned to you. Mostly used by Frontline Services. This feature can also be used by the customer through the self-service portal. 7

8 LANDESK: Definitions of s Request Awaiting Fulfilment (continued) Escalate Request Generate RemoteIT Pin Send View Journal Watch Request Allows you to provide feedback to the Escalation Team if a ticket is not making sufficient progress. This action creates a task for the Escalation Team however; the original analyst still retains ownership of the ticket. Relates to the RemoteIT software which is a separate system used by Frontline Support and Field support to remotely log into PCs to diagnose or resolve issues. The customer requires a PIN number to start the remote IT sessions. This action generates the PIN directly from LANDESK meaning once the remote session is established the customer s contact details and LANDESK ticket ID is automatically linked to the remote IT session. Used when an analyst wants to send a general communication to a customer without putting the ticket on hold and pausing the SLA clock, e.g. verifying a room number prior to an arranged appointment. Shows all activity on a ticket. Flags the request as watched. Once flagged there is a saved search on the analyst dashboard called Requests I am Watching. This returns all requests that you are currently watching, allowing you to view a request you have an interest in irrespective of the current status or the assignment. 8

Creating a New First or Second Line Incident

Creating a New First or Second Line Incident New Incidents can be created from a variety of locations within TOPdesk. The Quick Launch Bar is one way and probably the fastest. Note: Only if you have the