NETOPIA ENTERPRISE TROUBLE TICKETING SYSTEM (NETTS)

Transcription

1 NETOPIA ENTERPRISE TROUBLE TICKETING SYSTEM (NETTS) How to use the NETTS? Accessing the Trouble Tickets 1. Log-on to 2. On the Navigation Tab on the left hand side of your screen point on Trouble Tickets, under Info. Technology, and click one of the following options. a. Report Problem click this option if there is defective hardware, internet connection problem and/or netopia.com.ph and intranet related problems you wish to report. b. Opened Tickets click this option to view the reports that need to be attended to or is currently being work out. Once chosen, you will be prompt to select from three options, In my Zone, I own and Assigned to Me, each options will be detailed in later discussions. c. Closed Tickets choose this option to view the problems that have already been resolved. You will also be asked to choose from the same options as that of the Opened Tickets. d. Search Tickets choose this option to look for any reported problem. Reporting a Problem (Opening a Ticket) Illustration 1: Reporting a problem. *On the Navigation Tab on the left hand side of your screen point on Trouble Tickets, under Info. Technology 1. Click on Report Problem and wait for the page to be updated. Once the Netopia Enterprise Trouble Ticketing System Page Appear, proceed to next step. 2. Input your branch name, owner name and the name of the person you want to assign it to. Click verify, beside the name of the person to make sure that such person exists in the database. Put the problem description on the description text box and choose a proper severity level. a. Branch Name the branch encountering the problem being reported b. Owner Name the person encountering the problem. The one reporting may not

2 be the owner. Any staff may report a problem for someone, in cases when the one experiencing the problem cannot send the report (ex. Internet is down). c. Assign To the one who is expected to address the problem. The assignee may be a subordinate, a superior, the person reporting the problem and/or the problem owner. 0 - NOT applicable (Intranet and ). 1 - Unit can be used (spare parts were borrowed). 2 - Unit can be used but it is partially defective. 3 - Unit can NOT be used. 4 - Problem is affecting more than one (1) unit. 5 - Internet is down but workstations are rentable. 6 - Practically all workstation are NOT rentable. If you click on 0, the page will be refreshed and you may then click on the save button. If you choose the other severity levels, you will be asked to input the equipment type, equipment id, part type, brand and the serial number. Then click the add item button before clicking save. Please note that these are necessary for proper equipment tracking. Illustration 2: The Netopia Enterprise Trouble Ticketing System (NETTS)

3 Illustration 2.1: NETTS Zero (0) Selected: If you click on 0, the page will be refreshed and you may then click on the save button. You may also report a problem for someone. All you need to do is change the name of the owner, in the owner text box. This cases usually happen when Internet connection is down. A branch may call another branch for them to report the problem. Viewing, Updating and Closing Trouble Tickets 1. To view Trouble Tickets choose Opened Tickets, Closed Tickets or Search Tickets. Under Opened and Closed Tickets you need to choose one of the following options: a. In My Zone Tickets that is within your area of responsibility (e.g. Branch Staff Problems concerning the branch; Cluster Tech and Cluster Managers Problems concerning their cluster; Area Manager Problems concerning the branches in his/her area) b. I own Troubles you have experience that was reported through NETTS, either by you or for you. c. Assigned to Me - These are problems that require your action. 2. After choosing an option, the screen will be automatically refreshed to show the corresponding tickets. 3. To view a specific ticket, click the view button on the right hand side. 4. To update the ticket, click the update button. 5. In updating, one may choose to do one or more of the following: a. Simply update the progress of the ticket (e.g. currently being repaired; Conducting troubleshooting)

4 b. Change severity c. Assign it to another person d. Close it Illustration 3: Tickets within my zone Illustration 3.1: Aging Tickets AGING TICKETS Tickets are also being monitored by the aging tickets table. The age row tells us of the following: <=7 Tickets less than seven days <=30 Tickets less than or equal to a month. <=90 Tickets less than or equal to 3 months >90 Tickets more than 3 months

5 Tickets must be addressed in a week or least or in worst cases less than one month. A ticket that will be over a month needs a lot of attention. It may be a worst condition or a ticket not being attend to by the person assigned. Proper Way of Updating Tickets In order to discuss this thoroughly, let us make a scenario. Scenario: Branch Tech Elmer Fudd found out that the monitor on Workstation number 3 is flickering. Unfortunately the Internet connection in the branch is also down. He called up Scott Summers of Megamall. And Summers then report and assign it to Cluster Tech Yosemite Sam by creating a ticket as follows: Illustration 4.1: Creating a Trouble Ticket Reporting a flickering monitor

6 Illustration 4.2: Creating a Trouble Ticket Reporting an Internet Connection Problem After viewing the trouble ticket, Yosemite Sam asked Elmer Fudd to pull-out the Monitor. He then replaced it with a back-up unit in the hub branch. He then called the supplier for warranty issues. The supplier then fixed the monitor. He then updates the trouble ticket as follows: Illustration 4.3: Updating a Trouble Ticket Cluster Tech updates the ticket and assign it to himself

7 Once the unit was repaired and sent to the branch Cluster Tech Yosemite Sam will then update the ticket as follows: Illustration 4.4: Updating a Trouble Ticket Cluster Tech updates the ticket and assign it to the Branch Tech Illustration 4.5: Updating a Trouble Ticket Branch Tech receives replacement and return Service Unit

8 Illustration 4.6 Closing a Trouble Ticket Cluster Tech assigns it to himself The only time the ticket should be closed is when Yosemite Sam is sure that the monitor has been successfully installed and the spare unit was returned in the Hub Branch. But before we forget, another ticket was sent regarding internet connection problem and it was addressed by Yosemite Sam and the ticket was updated as follows: Illustration 4.7 Updating a Trouble Ticket Cluster Tech assigns it back to Branch Tech

9 Illustration 4.8 Closing a Trouble Ticket Branch Tech confirms Internet Connection When to use and not to use NETTS? Cases when NETTS should be used: NETTS should be used to report ALL IT related problems. IT Problems fall under the following categories: o o o Intranet and (netopia.com.ph) problems Defective Units o 1 Unit Totally or Partially Defective but replaced with a Spare Unit Partially Defective ( Can still be used) Totally Defective and No Spare units issued o More than 1 unit is down in the branch Internet Connection Problem Examples when NETTS should not be used: Busted Light Bulb Broken Floor Tiles NETTS is not for assigning non-it related problems to other employees. For example, you can not use NETTS to ask a cluster tech to deliver supplies, ask branch techs to run Anti-virus scan, or assign Photoshop layout work to another employee. When to Report through NETTS: * If you have an IT-related problem and plan to fix it yourself * If you have an IT-related problem and need assistance * Someone asked you to report an IT-related problem for him/her