Intro to isupport As a lab attendant, you will be using isupport to put in tickets for issues that you work on. Those are going to break down to a few general types. Password tickets Generic tickets (*there are a few exceptions to this which we will cover in the Incident Templates section) Both of these have a specific template you ll use, which we will cover a little later. In addition, those two types have two different states that are applied to them: Tickets you have solved. Tickets you have not solved. The workflow below covers the very basics of a ticket for a walk-in customer.
Signing into isupport As a lab attendant, you will be able to access isupport through a web browser. From the Client Support Services website, click Submit Online Help Request, and choose the IT Support Rep login. You can also get to it directly by going to http://support.salisbury.edu/rep. If you are using Internet Explorer or Google Chrome and are signed into the computer using your swhelpdesk account, you will automatically be signed in. Otherwise, enter your swhelpdesk username and password to log in. Once you log in, you will see a screen similar to the one below. Notice the green arrow at the bottom left corner. That s isupport s start arrow, and it gives you access to all of your actions within isupport when you click on it.
Creating a Ticket To create a ticket, you will click the green arrow, and then click Incident. A new incident window will open, as well as a popup to select a customer. If you do not see the popup window, check your browser s popup settings.
In most cases, the customer will already be in the system. In the Finding and Adding Customers module, we ll cover how to add a customer if the customer is not found, which is usually for walk-ins or guests. For now, you ll use the search field to search for the customer. You can enter the customer s last name, email address, or other information. Usually the last name or email address is the best option. Scroll through and select the name of the customer. If you have too many results, try clicking Search within results and adding more options (like first name) to narrow it down. Once selected, the customer will appear in the Customer area of the ticket.
Take note that for some customers, you may get a popup letting you know the customer is a VIP, a customer has open tickets, or both. Make sure to take note of those, as you may need to hand off the ticket to someone else (VIP) or use the existing ticket for the customer rather than making a new ticket. See the Finding and Adding Customers module for more details. Next you will want to get the customer s phone number. This will be entered in the More Info tab. Select More Info, select the Phone Number Type, and then enter the phone number. Select the Details tab to get back to the Description and Resolution. Now you ll be applying a template. There are many Incident Templates in isupport, but as a Lab Attendant you are only mainly concerned with two of them:!generic Ticket / Online Ticket Request This one you will use for everything that is not a password issue. Accounts and Pwds: Password Assistance Needed This one you will use for password issues. To apply a template, click Templates and then choose Use Incident Template.
This opens up a window with all of the available Incident Templates. Notice that the two that you will usually choose from display at the very top of the list.!generic Ticket / Online Ticket Request template The!Generic Ticket / Online Ticket Request template looks like this:
It puts some information in the Description field that helps you gather information from the customer. When using this template, you will want to fill out the Description field with as much information about the problem as possible, even if you are going to resolve the issue, just in case the issue comes back later. You will also want to Categorize the ticket by clicking Category and choosing one of the options. If you re not sure what to use, ask a Student Support Rep I or II, or a FTS member for help. Accounts and Pwds: Password Assistance Needed template The Accounts and Pwds: Password Assistance Needed template looks like this: Note that it has different information in the Description, and this one automatically categorizes the ticket for you. You can add more info to the Description if needed. Once you ve added the description and categorized the ticket, save it by clicking the Save button. When you click Save (or Save and Close) you will have two dialog boxes pop up asking for Work History. Do not put anything in this area. Just click OK.
As you work on the problem, you will probably want to continue to update the description with what troubleshooting steps you ve tried, clicking Save to save your changes along the way. Other Incident Templates You May Use There are a few other templates you may use as a lab attendant for walk-in customers. These are Network: Wireless Connectivity Troubleshooting and MyClasses: Problem or Issue NOT QUIZZES OR TESTS. Network: Wireless Connectivity Troubleshooting This template you would use for customers who are having trouble connecting their mobile device or laptop computer to the network and you are unsuccessful in getting the device connected. Make sure you fill out all of the information in this template, including the More Info tab. If you need help gathering that information, see the SSR I, SSR II or FTS. MyClasses: Problem or Issue NOT QUIZZES OR TESTS This one is used for when a walk-in is having problems with a MyClasses issue that you are unable to solve. Make sure you fill this out completely. Checking Work History You ll learn more about Work History in the Using Work History module, but one of the first things you want to do when you are working on an existing ticket is to check the Work History. In an open ticket, click the History tab to view the Work History. This has a lot of information about the issue, including correspondence and updates, and often contains details about the ticket and what information may be needed, and what troubleshooting has already been done. Closing or Transferring a Ticket Eventually, you will get to a point where you can go no further. This is because of one of two things: The problem has been resolved. Yay! We can close the ticket. The problem is not resolved. We will need to work on this issue further. Problem Is Not Resolved / Transferring a Ticket If the problem is not resolved, make sure you have as much detail as possible in the Problem Description, including whatever you ve done to try to troubleshoot. Then click Save and Close. Once you ve Saved and Closed the ticket, alert the SSR I, SSR II, or FTS member that you ve got a ticket in for the customer, but have been unable to solve the problem. The SSR I, SSR II or FTS member will take over and assist you in helping resolve the customer s issue. Problem Is Resolved / Closing a Ticket If the problem has been resolved, then put the resolution in the Resolution area, noting as much detail as possible what you did to get it working (in case we have to do it again for this or another customer). Then, change the Status to Closed.
Click Save and Close and click OK twice to the Work History and Customer Work History dialog boxes to close out the ticket. Customer Needs Callback In most cases when the problem is not resolved, we will need to call the customer back. Sometimes, a customer will request that we call between specific times. As we do not have a way to schedule phone calls, we are unable to guarantee that we can call the customer back at the designated time; however we do our best effort to honor those requests when possible. If a customer requests a specific call back time, make note of the time and day he or she wishes to call back. In other words, don t just put customer wants to be called back at 2pm, put customer asks to be called back at 2PM on Monday, 8/11 if possible in the ticket instead. Also, make sure that you let the customer know that we will try to call him or her back then, but the customer should also try to call us during that time as well. Coming To The Help Desk Status This will be rare for tickets you put in as a Lab Attendant, but on occasion a customer may be at the Help Desk, but has to leave for class and will be returning for further assistance later. If that is the case, make note in the ticket of the date and time the customer expects to return to the Help Desk, and change the Status of the ticket from Open to Coming To Help Desk using the drop-down menu. Then save your ticket. The T.L.,D.R. Version At the bare minimum, we need lab attendants to do the following with the ticket: Open a ticket. Get the customer s name and phone number. Check open tickets. Put in a detailed description. Categorize the ticket.
Set the status. Save the ticket. If possible, we d like you to apply a template and put in more information, but as a lab attendant, if you are only able to get the above from a customer, that s enough for us to go on. Any less and we may not be able to assist the customer. Things to remember: Customers can see the Description, the Resolution and the Customer Work History. Be very careful what you put in there. When in doubt, ask someone.