HOW TO USE FATCAT SPHINX V3

Transcription

1 HOW TO USE FATCAT SPHINX V3 Basic User s Guide PARADAIMU Fiskdale, MA

2 ABOUT: FatCat Sphinx is part of a family of small business database products including but not limited to: Calico HRM Recruiting Platform Tabby Inventory Control Platform Rex Intranet Collaboration Site Tuxedo food service (catering) system Sphinx can also be federated with the other products. Sphinx is a ticketing and asset management system. This system tracks, users, departments and assets. The appropriate use of this is to track trends to determine: Performance and Tracking of Subscribed Departments Performance and Tracking of Assets Performance and Tracking of Users. Performance of Users: This information will be used to see what areas does the users need assistance. Is the equipment too old, or not functioning? Will it help users with more effective training? When a user becomes on boarded. What assets are available to give to the user? When the user is terminated. What assets did he or she possess? Performance of Assets: This information will be used to see what is the repair trends of that asset. How often the same repair has been done? Do other assets of the same specifications have the same issues? What licensed software does that asset contain? Is the asset in line with regulations and company policies? Performance of Subscribed Department(s): This information will be used to see how the response, quantity and quality of the work performed. Traditionally some places will use among other methods - paper, , tasks in Outlook and overhead paging to communicate to departments their service needs. These methods, while well meaning, is not an effective way to address issues. Papers can be thrown away and some people write ineligibly. and tasks in Outlook could be accidently deleted. Overhead paging can be cause a false sense of urgency, it can misdirect valuable resources and can be not heard or the message can be misconstrued. This system is capable of broadcasting messages across the platform. These messages can be weather advisories, system outages or even company announcements. This is performed by placing a bar or bars on top of the pages: 1

3 BASIC OPERATION 2

4 LOGIN IN: If the product was deployed through Active Directory process, users can click on a URL shortcut link. This is a suggested icon. It should say FatCat Ticketing or FatCat Sphinx. If not, they will need to go to <short name> that was assigned to you. The URL assigned to you is: Default login username type is: <your badge number> Default login password type is: <your badge number> However you get to the login screen, you will see this: (This example has default login type as badge number) Enter your credentials. Then click Login >> to continue. If you have other products installed, you will be directed to another screen asking what destination the user would like to go. Upon login, you will see the following: 3

5 We will discuss each icon: USAGE Place tickets for Information Technology (Helpdesk) Place tickets for Facilities (Maintenance) Place tickets for House Keeping (Room Service) Search a Ticket Your Dashboard (Queues) 4

6 PLACING A TICKET. You can start the ticket process by clicking on any of these icons: After you select what department to place a ticket to, you will see the following: Select type of issue. Each department have different dropdown options. All of them have an incident (for moderate to severe issues) and requests (for wanting a new mouse, a room to be painted). A full listing of these dropdowns will be covered later on in this section. Select priority. The default is a medium. Please keep in mind, what you may think is an emergency maybe considered a different priority level. However, system outages are considered emergency. Malfunctioning PCs that cannot boot maybe considered as high or medium priority. A full listing of these dropdowns will be covered later. Select what this is in regards to. Each department as different dropdown options. This generally contains assets that you are assigned to. Please fill out the form with as much details as you can. The more information you can give the tech, the fast they can resolve the issue. Please enter what is happening, what steps did you take to fix it. Such as 5

7 rebooting, changing browsers, changing batteries. Also state if other as experiencing the same issue. If you have a screen shot, photo, or a document, you can enter that in the next screen. After clicking Go >>, You will be directed to this screen. You may make note of the ticket number. The ticket number in this case is REQ272. This what you can use if you need a follow up from the tech or the department. If you have nothing to add, click No I m all set. If you have more notes to add then enter that information. If you have a file, photo to add click Choose File. After entering data, you will be redirected to this: 6

8 New ticket dropdowns: Type of issue: Dropdown name 3 character code Public view* For IT For Facilities For House keeping Incident INC Y Y Y Y Request for service or change REQ Y Y Y Y Project. Tasks that will take >3 months *** PRJ N Y Y Y Asset Management ASM N Y Y Y Infrastructure - servers internet INF N Y Y N Vip- CEO, CFO, DIRECTORS VIP N Y Y Y Event- inservice, Holidays EVN Y N Y Y Room Turnover RMT Y N N Y Work Flow ** WFL N Y Y Y Test ^ TST N ^ Y Y Y (*) This option is hidden from the general users. It is only available to user rights levels of Administrators, Department Heads and Technicians (**) Work Flow will then prompt you to select which work flow template to attach or which one that is already started. Ver 4 and above. (***) Projects are exempt from auto archiving. Auto archiving is when a ticket that is open (unresolved) for greater than 90 days. All closed and resolved tickets are archived after 90 days. To remove them off the system, you will need to run CATCMD Console remtick::id:<ticket number>. You must be a department head or administrator and have CATCMD installed. (^) Used as a sandbox. Paradaimu use only. Priority level: Friendly Name Code Usage Emergency System Outage P1 Major systems down, Building heat down, Pipes bursting High P2 Lock outs, outlet not working, swarming insects Medium **** P3 General Low P4 Projects, purchases Cosmetic P5 When you can get to it (****) Default 7

9 SEARCH A TICKET If you have the ticket number, you can search for it and check the status of that ticket. You can click on any of these icons: Then enter the ticket number with the type (i.e REQ272): If FatCat finds the ticket, it will redirect you to it. If not, it will redirect you to this screen to try again. Tip: If you don t know the type, but you know the number then type QQQ (I,e You know the number is 272. Type QQQ272). You can go to your dashboard/queue and find it there too. By clicking on this icon,. DASHBOARD QUEUE You have 2 main sections. You have OPEN. These the top 100 unresolved tickets that you placed. You have ALL. These are all your tickets regardless of status, currently limited to top 100. When you click on either section you will see your tickets in this fashion. 8

10 ID is the full ID of the ticket. In this format DD-TTTnnnnn. DD is department. TTT is type. Nnnn is the sequence number. Priority of the ticket Status of ticket. New, Closed (by user who submitted the request), Rejected (not in correct department or system rejects it), Aged Out (ticket is unresolved for more than 30 days) and Resolved (closed by Tech, department head or administrator. Summary is brief description of the issue. This is from the first text box you filled out when creating a ticket. Date the ticket was opened. Then finally view. Which expressed by this icon Your screen will look like this:. Clicking on that icon will bring you to the ticket. 9

11 This page has multiple sections that needs to be explained. This section tells me the ticket type and sequence number. In this case REQ tells me that this is a request. This is your technical information section. It tells the tech who place the ticket, priority, opened on, resolved or closed on, and asset information. When closed the icon and some fields turn green. Open ticket: Closed ticket: This section is about the status and what the issue is. The more information you can provide, the better. This will keep the tech from asking dumb questions. 10

12 This section is the communication between the user and the tech. If you have things to add to the discussion about your issue, this section contains a form for you to write and or upload a photo or any other evidence. This is the section also gives the progress of the ticket. Once the ticket is closed or esolved, this form is disabled. The final section is the resolution section. This section gives details on the resolution if tech desires. It will say CLOSED if the user that placed the ticket closes or cancels the ticket. This section will also say AGED OUT or REJECTED if the system ages the ticket out or rejects it. On the lower righthand side, it will state the status change, by whom and date time stamp. Once the ticket is closed, this form is disabled. Open ticket: Closed ticket: 11

13 This concludes the end user manual. For advanced users, consult the FatCat Sphinx Administrator s Guide. Any questions, contact your administrator or go to kaizen@fatcatdb.com kaizen@paradaimu.com FatCatDB c/o Paradaimu Holdings PO Box 86 Fiskdale, MA