Descrição: Livro de autoria de Roberto Cohen, pela editora Novatec. Este livro apresenta ensaios e crônicas escritas por Roberto Cohen, especialista em Help Desk e Service Desk, sobre a gestão de pequenos e ...
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COLUMBUS COMMUNICATIONS
Smart Cloud Control Desk Formerly TSRM Service Desk User Guide
Smart Cloud Control Desk (SCCD) Service Desk User Guide
Table of Contents Logging into SCCD................................................................................................................................................................ 0 Start Center ........................................................................................................................................................................... 3 Quick Insert Portlet ............................................................................................................................................................ 4 Favourite Applications Portlet ............................................................................................................................................ 5 Report Lists Portlet ............................................................................................................................................................ 6 Bulletin Board Portlet ......................................................................................................................................................... 7 Inbox/Assignments ............................................................................................................................................................ 8 My Work Portlet ................................................................................................................................................................. 9 Updating your Start Center .............................................................................................................................................. 11 Creating People/Contacts ................................................................................................................................................... 13 Creating Customers ............................................................................................................................................................ 18 Creating a New Customer Record ............................................................................................................................... 21 Completing Customer record ....................................................................................................................................... 22 Service Request (SR).......................................................................................................................................................... 53 Service Request Application Tabs ................................................................................................................................... 54 Searching Service Request List Tabs .......................................................................................................................... 55 Creating a New Service Request ..................................................................................................................................... 58 Updating SR Fields ...................................................................................................................................................... 59 Automated Workflows ......................................................................................................................................................... 94 Sorting & Searching .......................................................................................................................................................... 133 Sort & Searching Applications .................................................................................................................................... 135 Incidents ............................................................................................................................................................................ 145 Creating an Incident....................................................................................................................................................... 145 Updating an Incident ...................................................................................................................................................... 152 Working an Incident ................................................................................................................................................... 153 Updating Priority......................................................................................................................................................... 153 Updating status of the incident ................................................................................................................................... 156 Resolving an Incident ................................................................................................................................................. 159
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Mis-assigned Incidents .................................................................................................................................................. 161 Global Issues .................................................................................................................................................................... 173 Adding & Viewing Attachments ......................................................................................................................................... 180
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Logging into SCCD URL: http://tsrm.columbuscommunications.com/maximo/
Enter URL provided in your browser. Enter user name provided
To
Enter password
Smart Cloud Control Desk (SCCD) Service Desk User Guide
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Smart Cloud Control Desk (SCCD) Service Desk User Guide
Click on “Sign In”
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Smart Cloud Control Desk (SCCD) Service Desk User Guide
Start Center Upon login you will be directed to the SCCD "Start Centre" / home page You may also locate the start centre icon on your top tool bar. Clicking on this icon will redirect you to your start centre or refresh the page. Your start center is divided into PORTLETS 1. Quick Insert 2. Favourites Application 3. Bulletin Board
4. Inbox/Assignments
5. My Work
6. My Group Work
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Smart Cloud Control Desk (SCCD) Service Desk User Guide
Quick Insert Portlet Quick Insert - shortcut to creating new record in any of the favourite applications
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Smart Cloud Control Desk (SCCD) Service Desk User Guide
Favourite Applications Portlet
Your favourite applications portlet: 1. Service Requests - used for creating customer facing TSRM tickets both internal and external customers 2. Incidents - used to track issues that require escalation 3. Work Order Tracking - used in conjunction with automated workflows, workorders are created to manage work routed to other groups 4. Activities and Tasks - subset of a workorder, workorders will have a series of tasks/job plans 5. Problems - used for incidents that have been diagnosed or the root cause has been established Page 5
Smart Cloud Control Desk (SCCD) Service Desk User Guide
Report Lists Portlet The report list portlet displays most frequently used KPI reports.
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Smart Cloud Control Desk (SCCD) Service Desk User Guide
Bulletin Board Portlet
Your Bulletin Board reflects announcements from your system adminitrators These may include: 1. Scheduled maintenance 2. Global issues
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Smart Cloud Control Desk (SCCD) Service Desk User Guide
Inbox/Assignments Assignments from tickets show up in your inbox/assignments portlet
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My Work Portlet Tickets that individuals are assigned to are reflected under the my work section
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My Group Work: Tickets that the group you are a member of are assigned to are reflected under the my group work section
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Updating your Start Center You may use the update start center button highlighted below to update your start center. This may be used for enhancements rolled out over time by system admins,
Click the update start center icon to refresh and update your start centre.
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Upon clicking the update start center button the system will ask you to confirm if you would like to update your start center.
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Creating People/Contacts
1. Select Go To -> Administration -> Resources -> People (SP)
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2. Click on "New Person" icon
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2. Update person record
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3. Save Record
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Creating Customers
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The Customer (SP) Application will open on your screen
Creating a New Customer Record To create a new customer record 1. Click on new customer icon
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Completing Customer record 2. Add customer short name
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3. Add customer business name as reflected on their registration documents
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4. Add customer website URL
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5. Customer Since is updated under two scenarios a. If this is a child to an existing parent record or relocation you have the option of updating customer start date. b. Once service has been RFS for new customers you can go back and update Customer Start Date Record which has to be a historic date.
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6. Select Language 6.1 Click on magnifying glass
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7. Add customer billing currency 7.1 Click on magnifying glass 7.2 Select the currency
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8. Customer Charge Account is the billing account name
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9. Enter TRN Or Business Registration ID
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10. Update Customer Billing Address 10.1 To select country click on magnifying glass and select country from list
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11. Change Status to Active 11.1 Go To Select Action and click on drop down arrow 11.2 Select Change Status
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12. Save Record
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13. Updating Business Address If the business address is the same as the billing address you have the option to cope billing address into the business address. To do this go to: 13.1 Select Action 13.2 Click on "Copy to Business Address"
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13.3 Click on the Copy Billing Address to Business Address checkbox
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13.4 Click "OK"
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14. Click on Contacts
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15. Click on new Row
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16. Select contact from List 16.1 Click on the two brown chevrons to the right of Contact
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16.2 Click on Select Value
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15.3 Search for related customer contacts 15.4 Click on underlined name
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15.5 Select customer type by clicking on magnifying glass and selected underlined text
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17. Attach supporting customer documents Supporting documents include but are not limited to: 1. Service Order Form (SOF) 2. Contract 3. Proposals and supporting network diagrams 4. Company registration documents/ID
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18. Click "Save"
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Service Request (SR) Service Requests are used for customer facing issues or services
To Create a new service request: 1. Click on "Service Requests" icon under Favourite Applications portlet or 2. Click on "New Service Requests" icon under Quick Insert portlet.
Smart Cloud Control Desk (SCCD) Service Desk User Guide
Service Request Application Tabs
1. List Tab - used for searching ***when searching by date used format mm/dd/yy 2. Service Request - shows details of a SR 3. Related Records - associated workorders and incidents may be found here 4. Solution Details 5. Log - work and communication log 6. Service Details Page 54
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Searching Service Request List Tabs
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Clearing Search Filters
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Creating a New Service Request To create a new SR follow steps outlined below
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Updating SR Fields
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Only fill out the fields where the names are in blue on the service request form. The fields with the * next to it are required for save
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Completing the Service Request
First field we enter is source of ticket, by clicking on the magnifying glass a pop up window
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Reported By Field You can click on two chevrons beside "Name" field to search for the person who reported the service request. eg. name of person who the phone call came from. When you select the report by name phone and email once available will auto populate. Customer name/ID will also auto populate.
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Customer Name/ID field - Customer name/ID will also autopopulate defaulting to the reported by name/ID. - By clicking on the two chevrons beside "name" field you will have the option to select a different customer name from the list of options available.
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The Summary gives an overview of the reason for the service request.
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Customer Summary allows user to add supporting details of service request.
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Long Description - Allows you to extend the customer summary box to see additional details. - Also allows you to conduct spell check, clear etc.
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Classifications Within SCCD Classifications are used to categorize the reason for a SR or Incident which facilitates routing of tickets to the right group responsible to work on it. To select from classification menu click on the two brown chevrons to the right of the "Classification Path" field
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Select Classify from drop down menu
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Smart Cloud Control Desk (SCCD) Service Desk User Guide System will generate a popup window reflecting classification paths defined.
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To select a classification click on the blue box beside the classification path you would like to select N.B. Clicking on the text only highlights the classification it doesnot select it from the menu options
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System will update classification path field with the select classification The class description field is also updated with the extreme right class from the selected path
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Impact and urgency are required fields that with a default setting of 3. Impact and urgency may be changed once its related to an Incident.
Internal Priority autogenerates from impact and urgency, this is a read only field.
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Selecting a Site To select a site click on the magnifying class to the right of the site field
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Smart Cloud Control Desk (SCCD) Service Desk User Guide By clicking on the magnifying glass the system will generate a pop up list of all sites You have the option of searching by description 1. Enter first 3 characters of site name followed by modulus eg Jam% 2. Press Enter N.B. Naming convention is that all sites start with CC
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Customer field - By selecting a customer from the pop up list the customer/name id field may be updated with contacts for the newly selected customer - To select a customer click on the two chevrons to the right of the customer field You have the option to search by name
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When you select a customer the customer charge account will show up as well When you select a customer the asset site is automatically entered The "Asset site" and "Site" field should always be the same
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Once you have completed filling in the required fields of the SR press "Save"
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Taking Ownership of a Service Request The assigned group will see the SR in their My Group Work box on their start centre A member of that group has the option to enter the SR and take ownership
You take ownership by clicking on the take ownership icon
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Once you take ownership the ticket owner section of the SR will populate with the user name of the person who has taken ownership of the SR
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Once someone takes ownership the SR will populate in their My Work list on their start centre and will be removed from the my group work list. The Assigned Group will be removed from the SR. Tickets are assigned to an individual or a group never both!!
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Changing Status of a SR A status of queued means someone has taken ownership of the ticket
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Saving a SR When you perform a save a message will pop up letting you know your record has been saved
To Save a SR click on the floppy disk icon on the top toolbar
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Automated Workflows
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Owners of a SR may use automated workflows 1. 2. 3. 4.
Click on the Automated workflow icon A pop up list of automated workflows will display Select the workflow you want to execute Select OK
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Upon execution of an automated workflow you will received a pop up message with instructions to proceed. 5. After reading message select "Close"
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Smart Cloud Control Desk (SCCD) Service Desk User Guide 6. Click workflow icon again
You will receive message that workflow stopped as job plan has been executed.
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7.
Click on related records tab
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Smart Cloud Control Desk (SCCD) Service Desk User Guide 8.
On the related records tabs you will see a new workorder created for this workflow
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Viewing Workorder Details 1.
To view workorder details click on the two chevrons to the right of the workorder number
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2. Click on Go to Workorder Application Flow/CC
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On the workorder application only update fields and tabs highlighted in blue
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Updating the workorder 1. Click on Plans tab
The Plans tab tracks all the tasks on the workflow, duration/SLA, owners and owner groups
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To navigate through the workorder tasks use the left and right green arrows The workorder has a status and each individual task have a status The default status is "Waiting on Approval" (WAPPR)/ Queued
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Each task has an owner or owner group who is responsible to update the task Inorder for the owner to update or start working on their task the owner of task 1 will have to start the workorder
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Starting the Workorder To start the workorder click on the change status icon
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Smart Cloud Control Desk (SCCD) Service Desk User Guide To start workorder selected status is "In Progress"
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Click on "OK" once status has been selected
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Once the task status changes to In Progress the Workorder status also changes to In Progress. All other task remain as waiting on approval (WAPPR)/Queued this is because these task depend on completion of previous task. The owner of the SR may use the plans tab under the workorder application to monitor the progress of the request.
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Updating the task details 1. Click on view details icon to the left of the sequence number.
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2. Scroll down to the work reference information 3. Click on the two chevrons to the right of Reference WO #.
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4. Select Go To 5. Select Activities and Tasks Flow or Activities and Tasks CC This will take you to the activities and task application where you can update each individual task.
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Completing Activities 1. Make a note in the Log Change status to complete
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Updating Logs All applications in TSRM have a Log There are two logs: 1. Work Log - stores updates from individuals working on the ticket 2. Communication Log - stores copy of automatic email notifications and responses
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1. Adding a Log Entry 1.1. Click on New Row
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Smart Cloud Control Desk (SCCD) Service Desk User Guide 1.2. Click on magnifying glass to the right of type field 1.3. Select type from pop up menu by clicking on the text Update and Work are most frequently used.
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1.4. Update Summary and Details sections 1.5. Click Save not Enter. If you click enter key it will create a blank row. The system does not allow you to delete log entries
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Once a log is saved you are unable to modify the log as the notes become read only.
In the event there is the need to change that log entry you will have to create a new log entry
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Log entries are sequenced based on date and time created. The most recent log entry is always at the top of the list.
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2. Changing status to complete 2.1 Click on Activities and Task tab
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Smart Cloud Control Desk (SCCD) Service Desk User Guide 2.2 Click on change status icon
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Smart Cloud Control Desk (SCCD) Service Desk User Guide 2.3 Change status to complete
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Smart Cloud Control Desk (SCCD) Service Desk User Guide 2.4 Click “OK”
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Shortcut to changing status to “complete”
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Click return icon to take you back to your workorder When you use return to go from one application to another without going back to the start centre it requires you to update the transactional copy of the application as the update has only been made in the database.
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Refetching the Ticket 1. Copy the workorder number
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3. Click on magnifying Glass This will allow the system to refetch the ticket/update the workorder
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Once the status of task is updated to "complete" you will notice that the succeeding task has a change of status to "in progress" Once all task are completed change status of workorder to complete Owner of the Service Request will then change status of the service request to Resolved.
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Sorting & Searching On start center you can search or sort by any of the headers listed. If you click on header the system sorts in ascending order from A-Z. If you click on header a second time it sorts in descending order If you click on header a third time system clears the sort
Searching by Class (type of applications)
Service Requests (SR) - are green Work Orders - are blue Incidents - are red
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Eg Type in SR under Class and press enter, will filter showing all SRs
Searching by affected person Enter affected person's name and press 'enter' key
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Sort & Searching Applications
Searching by Owner Group 1. Click on two chevrons to the right of owner group field
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Window will pop up with owner group listing
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2. Type in person group name or description
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List will filter to matching groups to select from 3. Select from list by clicking on the text 4. Press OK
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Advanced Search 1. Click on magnifying glass to the left of advanced search
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Window will pop up with additional search fields.
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You can select multiple applications to search Eg. Searching for all SRs and Workorders created on a particular date 1. Enter reported date under reported date field 2. Select Class
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3. Check the box for the applications to search
This will show all related SRs and workorders for the applications selected at the reported date entered.
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Workview also has advanced search option To view any of the available tickets you can click on the two chevrons to the right of the Record number and the ticket will open in the application determined by the Class eg Workorder vs SR.
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Incidents All customer impacting issues starts with a service requests The exceptions are: 1. Incidents created by external systems such as networking monitoring applications 2. Issues detected internally before customer impact is determined
Creating an Incident 1. Create a SR (where applicable) N.B. You have the option to change the impact and urgency based on severity of the incident. 2. The owner of the SR should be the person who will manage the communication with the customer. This individual in some scenarios may not be the person who is working on resolving the incident.If that individual is the person who created the SR, Take ownership of the SR by clicking on the take ownership icon. 3. Click on Select Action drop down arrow
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All customer impacting issues starts with a service requests The exceptions are: 1. Incidents created by external systems such as networking monitoring applications 2. Issues detected internally before customer impact is determined Creating an Incident 1. Create a SR (where applicable) N.B. You have the option to change the impact and urgency based on severity of the incident. 2. The owner of the SR should be the person who will manage the communication with the customer. This individual in some scenarios may not be the person who is working on resolving the incident.If that individual is the person who created the SR, Take ownership of the SR by clicking on the take ownership icon. 3. Click on Select Action drop down arrow
Smart Cloud Control Desk (SCCD) Service Desk User Guide 3. Go to "Create" 4. Click on "Incidents"
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You will received a pop up message stating that Incident was created and status changed to queue.
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To view the Incident details 1. On the SR application select the Related Records tab
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2. Click on the two chevrons to the right of the incident number
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All required information is automatically copied over from the SR
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Updating an Incident The owner group of the Incident will get a notification that an incident has been assigned to them. The incident will also be reflected under the My Group Work section of their start center In scenarios where there is an Incident and a Service Request make all updates to the Incident not the Service Request.
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Working an Incident 1. Select Incident from My Group Work section by clicking on the incident# 2. Take ownership
Updating Priority 1. Click on magnifying glass to the right of the reported priority field 2. Take ownership of the incident
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A status of queued means that the no one has taken ownership of the incident.
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Updating status of the incident 1. Click on change status icon 2. Click on drop down arrow to the right of the New Status field
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3. Change status to "in progress" 4. Click on OK
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You can also update the status by clicking "Incident in progress" icon In progress means ticket has been acknowledged
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Resolving an Incident 1.Update solutions detail tab 2. Change status to resolve
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Once you change the status to resolve the SR status will also change to resolve After 5 days (120hrs) the incident will be automatically closed.
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Smart Cloud Control Desk (SCCD) Service Desk User Guide
Mis-assigned Incidents
In situations where incidents have been assigned to the incorrect group/person you have the option of: 1. Changing classification if the incorrect assignment is based on incorrect classification and you know the right classification OR 2. Change classification to "wrong classification" path
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3. If this is the right classification however incorrect owner group 3.1. If you know the correct group to assign it to you can 3.1.1. Make a note in the log 3.1.1.1. Click on log tab 3.1.1.2. Click on new row
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3.1.1.4. Click Save
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3.1.2. Second option is to change owner 3.1.2.1 Click on select owner
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Pop up window defaults to person group tab. 3.1.2.2. Delete text from person group field 3.1.2.3. Click refresh
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This removes filter and shows all persons in TSRM. Names may be duplicated for individuals in multiple groups You are also able to see number of tickets each person has open
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3.1.2.4. Assign incident to either a person group or an individual
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Ticket has been assigned to a different group. 3.1.2.5. Update log
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3.2. If you do not know the correct group to assign it to you can 3.2.1. Assign to previous owner 3.2.1.1 Go Select Action
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3.2.1.1 Click on view history
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Pop up window will depict status and ownership history of the ticket
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3.2.1.2 Click on select owner icon 3.2.1.3 Clear filter 3.2.1.4 Click refresh 3.2.1.4 Assign to last owner based on history
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Global Issues A Global issues refers to an issues which impacts multiple customers Each customer impacted should have a related SR and a related Incident
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Each incident should be related to a Global Incident With a global issue once you resolve the global incident the system automatically resolves the related incidents and SRs. Creating a Global Issues Once a global issue is detected 1. Open the first incident created 2. Click on the checkbox to the right of the "is global issues?" field on the incident application for the related incident A global incident is now created.
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Once a global incident is created the bulletin board portlet on your start centre will be updated with details og the global issue. To relate tickets 3. Go to Select Action 4. Click on "Similar Tickets"
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5. Click check box for tickets to rela
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6. Click relate records
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To relate incidents/tickets to a global issue on the new incident record: 1. Click on two chevrons to the right of "related Global ID" field 2. Click on Select Value 3. Select Global issue from pop up list (you can search by name and select based on bulletin or ticket number. N.B. To relate incidents to a global issue do not check the box to the right of "is global issue" by doing that you will create another global issue incident.
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Shortcut to navigating through applications You can go from one application to another without going back to your start centre by using the breadcrumb trail at the bottom of the application At the top right hand corner click return to go to previous application.
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Adding & Viewing Attachments All applications have the option to attach files or webpages 1. Click on paper clip to the right of the attachment field
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2. Select "Add new attachment" 3. Select "Add new file" to add a file
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4. Click on browse
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5. Select file that you would like to attach
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6. Add document name and description
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7. Press Ok
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You will notice that the text attachment is now underlined The icon also changes to a paper and a paper clip This indicates that this record has attachments
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To view attachment 1. Click on attachment Window pops up with list of attachments 3. Click on highlighted link below document to view attachment
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Attaching a web page 1. Click on attachement icon
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2. Click on "add new attachment" 3. Click on "add new web page"
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