Service Desk Self Service Overview

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1 Tday s Date: 08/28/2008 Effective Date: 09/01/2008 Systems Invlved: Audience: Tpics in this Jb Aid: Backgrund: Service Desk Service Desk Self Service Overview All Service Desk Self Service Overview Service Desk Lgin T Register Yur Accunt Service Desk Incident Overview Service Desk Incident Detail Glbal Incidents Track Yur Incident Service Desk vs. Track It Service Desk is a web-based help desk and custmer supprt tl t reprt issues r make requests t ITS Supprt. Service Desk is a tl fr entering a wrk rder request fr Infrmatin Technlgy Services Supprt (ITS Supprt) nly. Fr Facilities requests, use Track It. The wrk rder request is called an Incident. An Incident is used t submit the infrmatin t ITS Supprt cncerning any system prblems users may be having r t make requests fr new sftware, upgrades r ther nn prblem related requests. Yu can create an Incident, submit it, and track the prgress using Service Desk. Service Desk is designed t autmatically lg yu in based n yur Windws ID and Passwrd when yu click the Service Desk icn. If yu need t lg int Service Desk fr any reasn, fllw the steps belw. T lg in t Service Desk: Step Actin Result 1 Access Service Desk by clicking n the Service Desk icn n the left side f Citizens Central. 2 The Lgin screen appears. 3 Enter Netwrk User ID. 4 Enter Netwrk Passwrd. 5 Click LOGIN. The apprpriate Hme Page fr yur prfile appears. Nte: After 3 unsuccessful lgin attempts, yu will be lcked ut f the dmain. If this ccurs, please cntact ITS Supprt fr assistance. Citizens Crprate Training Page 1 f 10

2 Fllw the steps belw if yu have nt lgged int Service Desk previusly and d nt have a User ID and Passwrd: T Register yur Accunt: Step Actin Result 1 Click n New Users: Sign Up Here n the Lgin screen. The New User Registratin screen appears Enter Windws user ID. Enter Windws passwrd. Enter Windws passwrd again. 5 Click GO Yu are nw registered and lgged int Service Desk. Service Desk Incident Overview The Service Desk Incident allws yu t submit a request r reprt an issue t ITS Supprt. Nte: All fields marked with an asterisk* must be filled in. Citizens Crprate Training Page 2 f 10

3 Service Desk Incident Detail 1.0 Header The tp f the Incident page cntains links t assist yu in navigating Service Desk. Icn Descriptin Icn Descriptin This link will take yu t the Hme Page fr yur prfile in Service Desk. This link takes yu t a list f Glbal Incidents. Glbal Incidents impact a large number f peple r a majr system. This link enables yu t submit an Incident after yu have cmpleted and saved it. This link will take yu t a Help Page specific t the sectin f Service Desk yu are currently viewing. This link will allw yu t view the status f any Incident yu have submitted. Yu may use this ptin t track yur Incident(s) withut the need t call ITS Supprt. When yu are finished with yur Service Desk sessin, click the Lg Out buttn. This returns yu t the Service Desk lgin page. When yu have cmpleted filling ut yur Incident, click this buttn t save it. The Save ptin is lcated at the tp and bttm f the Incident. 2.0 Cntact Infrmatin Service Desk will pre-ppulate yur First and Last Name, Citizens address and User ID n the Incident. Service Desk may als capture yur Phne, Department and Site. If these fields d nt preppulate, please fill in the apprpriate infrmatin. 3.0 General Infrmatin Sectin The general Infrmatin sectin shuld cntain the name f the service affected by yur issue r the title f the request. Fr example; if yu can nt send r receive , the service affected is Outlk. D nt try t explain the issue in this sectin. That cmes later in the Incident. Citizens Crprate Training Page 3 f 10

4 Service Desk Incident Detail, cnt. 4.0 Descriptin Sectin In this sectin yu prvide a brief descriptin f yur issue r request. If it is an Incident, yu shuld include what happens when yu attempt t access the system r applicatin, any errr messages yu get, when this prblem first ccurred, and any steps yu tk t crrect the prblem befre sending the Incident. If it is a request, yu shuld describe the request (ex. Request installatin f Micrsft Outlk). 5.0 Incident Infrmatin Sectin The Incident Infrmatin sectin helps: Identify hw many users are impacted. Determine the severity f the impact t the user s prductivity. Hw many users are affected? Make a selectin frm the drp dwn as t hw many peple are impacted by this issue. Prductivity is The Incident Infrmatin sectin is als used t determine hw severe the impact is t yu If Select If Select Yu are the nly ne impacted, r there is nly ne persn impacted. 1 User The issue des nt prevent yu frm perfrming yur daily tasks. Nt affected The number f impacted peple is between 2 and 20. The number f impacted users is in excess f users Yur prductivity will be slightly altered by this issue r the issue causes yu t use a less effective wrkarund slutin. 21+ users Yur prductivity is severely reduced and there is n wrkarund r yu are nnprductive due t this issue. Smewhat affected Cmpletely affected Citizens Crprate Training Page 4 f 10

5 Service Desk Incident Detail, cnt. 6.0 Attachments Sectin The Attachments sectin allws yu t add an attachment t the Incident Frm. Yu may need t send a screen sht with an errr message r sme ther dcumentatin (i.e. apprval fr a purchase rder) with the Incident. The Attachments sectin is where yu uplad thse files. T create and save an image frm a screen n yur cmputer: Step Actin Result 1 Ensure the desired cntent is displayed n the cmputer screen. 2 Press the Print Screen key t cpy a screen capture f the entire cmputer screen int cmputer memry. OR, Press Alt + Print Screen t cpy a screen capture f the active windw int yur cmputer memry. 3 Select Start menu All Prgrams. 4 Select Accessries Paint. 5 Open Paint. 6 Select Edit Paste. Image will paste in the Paint windw. Citizens Crprate Training Page 5 f 10

6 Step Actin Result 7 If n mdificatins t the image are necessary, select Edit Save As and chse the desired file type. JPEG is generally best fr phtgraphs and images that cntain clr gradients. 8 Click Save. T attach files t yur Incident: Step Actin Result 1 Click n Attach Files. The Uplad a File Attachment windw appears. 2 Click the first Brwse buttn. 3 Click GO. 4 Brwse files frm yur cmputer. 5 Click n file yu want t attach. Citizens Crprate Training Page 6 f 10

7 Step Actin Result 6 Click Insert. 7 The file name will ppulate in the Uplad a File Attachment windw in the File t Uplad field. T attach anther file(s), repeat steps 2-7. Yu may attach up t 3 files. 8 Click GO nce yu have cmpleted attaching the needed files. The last file attached will appear in the Last Attachment field. 7.0 Ntificatins Sectin The Ntificatins sectin allws yu t specify yur Manager r ther designated persn t receive an ntificatin when yur Incident is submitted, updated, and clsed. When yu have cmpleted filling ut the Incident, click Save t send yur Incident t ITS Supprt. Once yu submit yur Incident t ITS Supprt, the reprt is reviewed by a Phne Supprt Analyst. Yu may receive a call frm ITS Supprt r smene frm ITS may visit yur wrkstatin t reslve yur issue and cmplete yur Incident. Citizens Crprate Training Page 7 f 10

8 Glbal Incidents Glbal Incidents are thse issues that impact a large number f peple (such as a pwer utage), r affect every ne using a majr system (such as epas is dwn). Althugh yu can nt submit a Glbal Incident, yu can view them and determine if yu are experiencing the same issue. Yu can chse t have updates sent t yu fr Glbal Incidents. This saves ITS Supprt time by allwing yu t identify yur wn prblems and link t a central Glbal Incident rather than each persn entering an Incident separately fr a knwn issue. Yu receive updates autmatically when the riginating Glbal Incident is updated and eventually reslved. T view and subscribe t Glbal Incidents: Step Actin Result 1 Select Glbal frm the Service Desk Tlbar at the tp f the page. 2 A pp-up windw is displayed entitled Current Glbal Incidents. It cntains a list f Glbal Incidents currently affecting ther users and instructins n hw t subscribe (link) t a Glbal Incident. 3 Click the Title f the Incident yu want t view. The details f the Incident appear. 4 Click Subscribe. 5 Once yu subscribe t a Glbal Incident, it is listed with yur Requests. Yu are sent updates as the Glbal Incident is updated and eventually reslved. Yu can view the latest status at any time by selecting View Mine. Citizens Crprate Training Page 8 f 10

9 Track Yur Incident Yu can track the prgress f yur Incident by clicking n the View Mine icn at the tp f the page. A list f the Incidents yu have submitted appears. Any Glbal Incidents yu have subscribed t als appear n the list. Each Incident submitted is assigned an Incident Number. The list will als shw the Service(s) Affected, the Descriptin f the Incident, Submitted At (time submitted), Submitted On (date submitted), Status and Last Edited On. Click n an Incident t view the details. The details will shw the riginal Incident infrmatin. In viewing yur Incident, yu may determine that additinal infrmatin is needed r yu may have left ut sme imprtant infrmatin. Yu can edit yur Incident t add/mdify existing infrmatin. T edit an Active Incident: Step Actin Result 1 Click n the Incident yu want t edit. 2 The riginal Incident appears with the details as yu filled them ut. 3 Click n the Edit icn. 4 The Incident appears with 2 editable fields: Descriptin Attachments Yu may add mre infrmatin in the descriptin field r add an attachment relevant t the Incident. These are the nly fields yu can edit. 5 Once yu have cmpleted yur edits, click Save. Service Desk will autmatically update the Incident with the new infrmatin. Citizens Crprate Training Page 9 f 10

10 Service Desk vs. Track It Service Desk is the tl fr submitting requests t ITS Supprt. Fr Facilities requests, yu shuld use Track It. Belw are sme examples f when t use Service Desk and when t use Track It. If yu are nt sure which frm t use r the reasn yu need t submit a frm is nt listed here, cntact ITS Supprt. Use Service Desk fr: Prblems with yur PC and/r related equipment such as mnitrs, keybards, mice, etc. Requests fr new PC hardware and/r related equipment such as mnitrs, keybards, mice, etc. Requests fr new PC sftware. Requests fr access t Citizen's applicatins. Passwrd resets. Prblems with yur phne r Blackberry. Requests fr a new phnes r Blackberry. Prblems with Audi/Visual equipment. Audi/Visual set-up fr cnference/training rms. Prblems with either a desktp r netwrk printer. Facilities issues such as: Use Track It fr: Building issue Emplyee mve Furniture Office keys Parking permit Rug cleaning A/C issues Prblems with a cpier r multifunctin. Adding/Changing/Deleting Badge Access. Safety vilatins. Citizens Crprate Training Page 10 f 10

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