ChangeGear Service Requests

Transcription

1 ChangeGear Service Requests University Information Technology Services Training, Outreach, Learning Technology & Video Production

2 Copyright 2014 KSU University Information Technology Services This document may be downloaded, printed, or copied for educational use without further permission of the University Information Technology Services Department (UITS), provided the content is not modified and this statement is not removed. Any use not stated above requires the written consent of the UITS Department. The distribution of a copy of this document via the Internet or other electronic medium without the written permission of the KSU - UITS Department is expressly prohibited. Published by Kennesaw State University UITS 2014 The publisher makes no warranties as to the accuracy of the material contained in this document and therefore is not responsible for any damages or liabilities incurred from its use. Microsoft product screenshot(s) reprinted with permission from Microsoft Corporation. Microsoft, Microsoft Office, and Microsoft Excel are trademarks of the Microsoft Corporation.

3 University Information Technology Services ChangeGear Service Requests Introduction... 4 Learning Objectives... 4 The icenter... 5 Service Requests... 5 Viewing Service Requests... 6 Customizing Column Headers... 7 Creating Service Requests Viewing Tickets assigned to your Team Accepting Service Requests Promoting Service Requests Waiting for Details Place on Hold Adding Attachments Viewing Service Request History Viewing Customer History Completing Service Requests Additional Assistance... 38

4 Introduction ChangeGear is an incredibly flexible and powerful IT Service Management solution that can be easily deployed and utilized to enter, track, and resolve various work requests submitted to UITS. With ChangeGear, you may: Submit Service Requests to identify requests from customers for information, advice, standard change, or for access to an IT service. Submit Incident Requests that identify events not part of standard operations of service which cause disruptions or reductions in the quality of services and/or customer productivity. Submit Problem Requests that identify issues that are caused by multiple incidents. This document covers the use of Service Requests in ChangeGear. Learning Objectives The ChangeGear Layout and icenter When to put in a Service Request Creating new Service Requests Opening a Service Request Resolving a Service Request The Service Request Workflow Creating Tasks and Adding Attachments Page 4 of 38

5 The icenter When you access ChangeGear, you will be taken to the icenter. The icenter is a portal in which you can view various incidents, service requests, and or open tickets. The icenter layout is as follows (See Figure 1): Figure 1 icenter 1. Service Request Tab View and create new Service Requests. 2. Incident Tab View and create new Incidents. 3. Requests Task View tasks related to Service Requests that are assigned to you. 4. My Active RFCs View Service Requests that are assigned to you. 5. My Team Requests View Service Requests assigned to your team. 6. Incident Tasks View tasks related to Incidents that are assigned to you. 7. My Active Incidents View Incidents that are assigned to you. 8. My Team Incidents View Incidents assigned to your team. Service Requests Service requests are those requests from the customer(s) for information, advice, standard change, or for access to an IT Service. For a service request, the software and/or hardware is working as it should, but the customer requires assistance in utilizing the system. Examples of a Service Request are: Password Resets Training Issues and/or Requests Course Offering Requests Page 5 of 38

6 Viewing Service Requests The following explains how to view a Service Request in ChangeGear. 1. In the icenter, click on the Service Request tab (See Figure 2). Figure 2 - Service Request Tab 2. You will be taken to the Service Request Window. The Service Request layout is as follows (See Figure 3). Figure 3 - Service Request Layout Page 6 of 38

7 1 Navigation Bar Allows the technician to navigate the various tasks in ChangeGear. 2 My Views Provides the technician a view of the Service Requests assigned to him/her. 3 My Team Views Provides the technician a view of all Service Requests assigned to him/her. 4 Global Views A view of all Service Requests in ChangeGear. 5 Other Options Additional ChangeGear Options. 6 Manage View Allows the technician to manage views/search for Service Requests. 7 Grouping Bar Allows the technician to group requests by a selected column header 8 Column Headers Displays various fields in which you can filter or view the Service Requests in ChangeGear 9 Service Requests Displays the Service Requests in the system Customizing Column Headers The Column Headers in ChangeGear allows you to view the basic information for each request. You may also customize the column headers that appear based on your preferred workflow. The following explains how to customize your column headings in the ChangeGear Service Request page. 1. Click on the Service Request tab (See Figure 4.) Figure 4 - Service Request Tab 2. The Service Request window will open. Click on Manage View (See Figure 5). Figure 5 - Manage View Page 7 of 38

8 3. Click on Show/Hide Columns (See Figure 6). Figure 6 - Show/Hide Columns 4. Drag the field that you wish to add from the Field Chooser dropdown to the Column Headers (See Figure 7). Figure 7 - Field Chooser 5. Continue adding Column Headers that you wish to view in the Column Header field. When you finished adding fields, click on the Close button (See Figure 8). Figure 8 - Close Button Page 8 of 38

9 6. Your field will appear in the Column Header. To group your tickets by a field, drag the field to the Grouping Bar (See Figure 9). Figure 9 - Grouping Bar 7. The Service Requests will be grouped by the technician assigned to the request. To save the view, click on Manage Views. (See Figure 10). Figure 10 - Manage Views 8. Click on Save as New View (See Figure 11). Note: You must save in order to keep your view for future use Figure 11 - Save as New View Page 9 of 38

10 9. Enter the name of the view in the Name field (See Figure 12). Figure 12 - Name Bar 10. Click Save (See Figure 13). Figure 13 - Save 11. Your view will appear in the My View pane on the Service Request Screen (See Figure 14). Figure 14 - The Created View Page 10 of 38

11 Creating Service Requests The following explains how to create new Service Requests. 1. Click on the Service Request tab (See Figure 15). Figure 15 - Service Request Tab 2. In the My Active Requests window, click on the New button (See Figure 16). Figure 16 - The New Button 3. The Service Request window will open. To begin, type in the name of the person requesting assistance in the Requester field (See Figure 17). Figure 17- Requestor Page 11 of 38

12 4. Select their Name from the dropdown list. (See Figure 18). Figure 18 - Name Dropdown Note: When selecting a KSU Faculty or Staff member, their contact information ( , phone number, location, and department name) will automatically populate their respective fields 5. Click on the Service Location dropdown menu to select the location of the service request (if applicable) (See Figure 19). Figure 19 - Service Location 6. Select the appropriate Service Location (See Figure 20). Figure 20 - Service Location Page 12 of 38

13 7. Enter the Asset Tag number of the equipment requiring service if applicable in the Decal Number field (See Figure 21). Figure 21 Caption 8. If the Service Request is being requested on behalf of another party, enter the name of that person in the Requested For field. (See Figure 22). Figure 22 - Requested For Note: By default, the name of the person in the Requester field will automatically appear in the Requested For field. 9. Select the name of the person that the request is being requested for (See Figure 23). Figure 23 - Requested For Page 13 of 38

14 10. Enter a brief Summary of the request in the Summary field (See Figure 24). Figure 24 Summary 11. Enter a Description of the request in the Description Field (See Figure 25). Figure 25 - Description Note: Items in the Description Field can be viewed by the customer. 12. Use the Internal Notes field to enter technician notes visible only to those technicians working on the issue (See Figure 26). Figure 26 - Internal Notes Page 14 of 38

15 13. Select the appropriate Request Type. (See Figure 27). Figure 27 - Request Type Note: Two dropdown levels are required in a Service Request in the Request Type field 14. Select the appropriate Team in the Owner field. The Team is the UITS team that will be responsible for resolving the Service Request. (See Figure 28). Figure 28 - The Owner Field Note: When you select the Team, the technicians from that team will be populated in the Assigned to field. Page 15 of 38

16 15. Select the name of the person that the ticket will be assigned to in the Assigned To field. Note: You will leave this field blank when assigning the ticket to another UITS team unless otherwise directed (See Figure 29). Figure 29 - Assigned To field 16. Select the person that the ticket will be assigned to (See Figure 30). Figure 30 - Select the Person Page 16 of 38

17 17. Click on the Contact Method dropdown (See Figure 31). Figure 31 - Contact Method 18. Select the appropriate Contact Method (See Figure 32). Figure 32 - Contact Method 19. Select the level of impact of the Service Request in the Impact field. Your impact choices are High, Mid, or Low. The description of the various impact levels are as follows: High Mid Low Severe impact that affects multiple customers, prevents customers from performing work, and requires immediate action to resolve the issue. Short term impact in which a single customer is unable to conduct core business. Impact in which a single customer has a degraded ability to perform work 20. Select the Urgency of the Service Request. Urgency levels are High, Mid, and Low. High Mid Low Event is underway and cannot be stopped or changed. In this event, work cannot be completed and a resolution is highly time sensitive, damage caused by incident increases rapidly, the incident will become a major incident if action is not taken immediately or if a VIP is affected. In the short term, the event will cause an impact on services and/or productivity and a resolution is needed in the near future. Not time sensitive Page 17 of 38

18 21. Based on the Impact and Urgency that is selected, the Priority and Due Date of the ticket will be automatically populated when the ticket is submitted. The Priority and Due Date Matrix is as follows: Priority Title Time to Resove) 1 Critical 2 Hours 2 High 4 Hours 3 Routine 48 Hours 4 Low 120 Hours 22. When you have completed filling out the ticket, click on the Submit button (See Figure 33). Figure 33 Submit Button 23. To close the window, click on the Close button. Viewing Tickets assigned to your Team When tickets are entered into ChangeGear, they will be assigned to a team. These teams represent the various departments with UITS at Kennesaw State. From here, technicians will be able to assign Service Requests to themselves or route Service Requests to the appropriate technician. The following explains how to view all Service Requests assigned to your team 1. Click on the Service Request tab (See Figure 34). Figure 34 - Service Request Tab Page 18 of 38

19 2. To view all Active Requests that are assigned to your group, click on Active Requests, located under My Team Views (See Figure 35). Figure 35 - Active Requests 3. To view all Completed Requests that have been assigned to your group, click on Completed Requests, located under My Team Views (See Figure 36). Figure 36 - Completed Requests 4. To view all requests assigned to your team, click on My Team All Requests (See Figure 37). Figure 37 - My Team All Requests Page 19 of 38

20 Accepting Service Requests Typically, when a new Service Request is entered into ChangeGear, they will be placed in your Team s Active Requests box. From here, technicians must accept Service Requests that they will work towards resolving. The following explains how to accept a Service Request. 1. Click on the Service Requests tab (See Figure 38). Figure 38 - Service Requests 2. Click on Active Requests, located under My Team Views. You will be taken to your team s active requests (See Figure 39). Figure 39 - Active Requests Page 20 of 38

21 3. Double-click on the service request that you wish to accept (See Figure 40). Figure 40 - Double-click on the service request 4. The Service Request will open in a new window. To accept the service request, click on Accept (See Figure 41). Promoting Service Requests Figure 41 - Accept When tickets are submitted via the ChangeGear website, via or via the ChangeGear webform, they will be submitted as a Service Request. In some cases, you will need to promote a ticket to Incident or Problem status so that they are adequately tracked in the ChangeGear system. For example, a customer submits a work order requesting assistance with a hard drive failure. If this has been submitted as a Service Request, the ticket must be promoted to the Incident level. The following explains how to create Promote a Service Request in Change Gear. 1. Click on the Service Request tab (See Figure 42). Figure 42 - Service Request Page 21 of 38

22 2. In the My Active Request window, you will see a list of active Service Requests that are assigned to you. Double click on the Request that you wish to promote (See Figure 43). Figure 43 - My Active Requests 3. Click on Promote (See Figure 44). Figure 44 - Promote 4. The Select Items window will appear. Click on the appropriate request that you wish to promote your Service Request to (See Figure 45). Figure 45- Select Items Window Page 22 of 38

23 5. The Promotion Confirmation Window will appear. To view the newly promoted request, click on the View the Request link (See Figure 46). Figure 46 - View the Incident Request 6. You will be taken to the Newly Generated Request and the original Service Request will be closed. Waiting for Details In some cases, you may need to gather additional information before proceeding with the Service Request. In these instances, it is advised that you place the ticket in Waiting for Details status so that you are able to gather the necessary information to resolve the request. If the ticket is placed in the Waiting for Details status, an will be sent to the customer and the due date timer will stop until it is brought back to In Progress status. If the Service Request is in stays in Waiting for Details status for three business days, the request will close automatically. The following explains how to send a Service Request into Waiting for Details status. 1. Click on the Service Request tab (See Figure 47). Figure 47 - Service Request Page 23 of 38

24 2. In the My Active Request window, you will see a list of active Service Requests that are assigned to you. Double click on the Request that you wish to work on (See Figure 48). Figure 48 - My Active Requests 3. Enter your request for information from the client in the Description field (See Figure 49). Figure 49 - Description Field 4. To place the ticket in Waiting for Details status, click on Waiting for Details (See Figure 50). Figure 50 - Waiting for Details Page 24 of 38

25 5. An will be sent to the Customer requesting the information needed to resolve the Service Request. (See Figure 51). Figure 51 - Customer Received Note: The top level item in the description field will be placed in the body. If the Customer replies to the , the ticket will be moved back into In-Progress Status and the customer s reply will appear in the description field 6. When you are ready to bring the ticket back into the workflow, you may click on Resubmit. The ticket will be placed in the In-Progress status (See Figure 52). Figure 52 - Resubmit Page 25 of 38

26 Place on Hold You will place a Service Request on hold when you are unable to complete an action related to the ticket due to some external need. For example, you may need to place a request on hold in the event you have to wait on vendor response or if some entity needed to complete the request is unavailable. The following explains how to place a Service Request on Hold. 1. Click on the Service Request tab (See Figure 53). Figure 53 - Service Request 2. In the My Active Request window, you will see a list of active Service Requests that are assigned to you. Double click on the Request that you wish to work on (See Figure 54). Figure 54 - My Active Requests Page 26 of 38

27 3. To place the ticket on hold, click on Place on Hold (See Figure 55). Figure 55 - Place on Hold 4. The Comment Popup window will open. Select the reason for the hold in the On Hold Reason field (See Figure 56). Figure 56 - On Hold Reason 5. Select the Hold s Release Date in the On Hold Release Date dropdown field (See Figure 57). Figure 57 - Release Date 6. Your ticket will be placed on hold. To bring the ticket out of hold status, click on Resubmit (See Figure 58). Page 27 of 38

28 Adding Attachments Figure 58 Resubmit The following explains how to add an attachment to a Service Request. 1. Click on the Service Request tab (See Figure 59). Figure 59 - Service Request 2. In the My Active Request window, you will see a list of active Service Requests that are assigned to you. Double click on the Request that you wish to work on (See Figure 60). Figure 60 - My Active Request Page 28 of 38

29 3. In the Service Request window, click on Attachments (See Figure 61). Figure 61 Attachments 4. Click on the Add button (See Figure 62). Figure 62 - Add 5. The ChangeGear Attachment Upload window will open. Make sure the Attach button is selected and click on Browse (See Figure 63). Figure 63 Browse Page 29 of 38

30 6. Select the Attachment from your computer that you wish to upload (See Figure 64). 7. Click Open (See Figure 65). Figure 64 - Select the File Figure 65 - Click Open Page 30 of 38

31 8. The Attachment will be added. If applicable, select the appropriate Attachment type in the Type dropdown (See Figure 66). Figure 66 - Attachment Type 9. Enter a descriptive name in the Descriptive Name field (See Figure 67). Figure 67 - Attachment Type Page 31 of 38

32 10. Click OK. Your attachment will be uploaded to the Service Request (See Figure 68). Figure 68 - Service Request Viewing Service Request History When in the Service Request, you may view the history of the request. The following explains how to view the history of the Service Request. 1. Click on the Service Request tab (See Figure 69). Figure 69 - Service Request Tab 2. In the My Active Request window, you will see a list of active Service Requests that are assigned to you. Double-click on the Request that you wish to view. Figure 70 - Service Request Window Page 32 of 38

33 3. You will be taken to the Service Request window. To view the request history, click on History (See Figure 71). Figure 71 - History 4. You will view the history of the Service Request in the History field (See Figure 72). Figure 72 - History Field Viewing Customer History The following explains how to view a Customer s request history. 1. Click on the Service Request tab (See Figure 73). Figure 73 - Service Request Tab Page 33 of 38

34 2. In the My Active Request window, you will see a list of active Service Requests that are assigned to you. Double-click on the request that you wish to view (See Figure 74). Figure 74 - Service Request Window 3. You will be taken to the Service Request. To view the Customer s request history, click on the History icon, located above the Requester field (See Figure 75). Figure 75 - History Icon 4. The Customer s ticket history will appear in a new window (See Figure 76). Figure 76 - Customer History Page 34 of 38

35 Completing Service Requests The following explains how to resolve Service Requests in ChangeGear. 1. Click on the Service Request tab (See Figure 77). Figure 77 - Service Request tab 2. In the My Active Request window, you will see a list of active Service Requests that are assigned to you. Double-click on the Request that you wish to resolve (See Figure 78). Figure 78 - My Active Requests 3. You will be taken to the Service Request window. Enter any notes regarding the Service Request status in the Description or Internal Notes fields (See Figure 79). Figure 79 - Description/Internal Notes Page 35 of 38

36 4. Verify that the Check Request Type check box is checked (See Figure 80). Figure 80 - Check Request Type 5. Click on the Complete button (See Figure 81). Figure 81 - Complete 6. The Comment Popup Box will appear. Here you will be able to enter any comments as well as select the Close Type (See Figure 82). Figure 82 - Comment Popup Page 36 of 38

37 7. Enter any Comments and Notes regarding the Service Request Resolution into the Comments field (See Figure 83). Figure 83 - Comments 8. Select the Appropriate Close Type in the Close Type Dropdown. Duplicate Known Error No Customer Response Resolved Awaiting Confirmation Resolved - Confirmed Resolved Confirmed with Notification Resolved Unconfirmed Ticket Promoted Select in the event that the ticket is a duplicate Service Request of a another ticket Select this in the event that the Service Request is related to a known error. If the ticket is placed in Waiting for Details state, the ticket will close automatically after three days and No Customer Response will be selected as the Close Type. If this Close Type is select, the customer will be sent an asking them to confirm that the Service Request has been resolved to his/her satisfaction. Note: If this option is selected, the top level item in the Description field will be placed in the body of the . If this is selected, the ticket will be closed and no will be sent to the customer. If this is selected, the ticket will be closed and the customer will receive a notification . Select this in the event a resolution is provided to the customer but he/she does not respond. If the Service Request is promoted, the ticket original ticket will be closed automatically and Ticket Promoted will be selected as the Close Type. 9. Click OK. Page 37 of 38

38 Additional Assistance If you need additional assistance with ChangeGear, contact University Information Technology Services (UITS) at: Phone: Page 38 of 38