Service Desk Menu. User Guide. Concerto Support Services Ltd Stuart Cripps 1/30/2013

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1 Service Desk Menu User Guide Concerto Support Services Ltd Stuart Cripps 1/30/2013

2 Contents Getting Started... 3 Logging In... 4 Assigning to your favourites... 5 Service Desk Menu Introduction... 6 Service Desk Support Life Cycle... 7 Application Faults - group tab... 8 Feature Requests group tab... 8 Application Help/Training group tab... 8 Ideas group tab... 8 All group tab... 8 New Tickets status tab... 8 With Helpdesk status tab... 9 Awaiting to be Assigned status tab... 9 With Developer status tab... 9 Awaiting Deployment status tab... 9 With Quality Assurance (QA) status tab... 9 Awaiting Merge status tab Release to Originators Sandbox status tab Release to Originators Live status tab With Training Status tab Released Awaiting Originator Approval Status tab Resolved status tab Add a new record Enter details section Group Type Description and priority section Description Action Priority/SLA s Options Audit trail and actions Documents Concerto Support Services Ltd Getting Started User Guide. 1

3 To attach a document Task Task Role of person to carry out task Name of person to carry out task Planned completion date Date task completed Notes Assign to option Add a Note Concerto Support Services Ltd Getting Started User Guide. 2

4 Getting Started The Concerto software navigation is made from three layers Modules, Menus then Pages with the potential of multiple tabs linking pages together (see figure 1). Module To open a module click on the relevant module heading Page Reveals specific menu information and can be amended, printed or exported Menu To open a menu, click on the relevant menu from the list Figure 1 - Modules, Menus & Pages NOTE:- Page options may differ depending on your software configuration, administration rights and licencing agreements. Concerto Support Services Ltd Getting Started User Guide. 3

5 Logging In 1. Open your Internet Browser (Internet Explorer, Google Chrome, Safari, Firefox, etc.), then type into the address bar, your Concerto login address. (e.g. Support.concertosupport.co.uk) 2. Enter your Concerto Login name and password (this may differ from your normal PC Network login details). 3. Either press the Enter/Return key on your keyboard or select the Click here to login option. 4. If you are struggling to login due to forgotten passwords, please see the News and Announcements section under your login details for l contact details (see figure 2). Figure 2 Login If you forget your login password select the Click here if you have forgotten your password link, enter your address (see figure 3), an automatically generated password will be ed to you. Select the Click here to try logging in again link, enter your login name followed by your new password. Once logged in you can change your password from the My Profile page Figure 3 - Enter address NOTE:- As a web based system, Concerto can be accessed from any PC that has an internet connection, by typing your specific Concerto URL into the web browser. Concerto Support Services Ltd Logging In User Guide. 4

6 Assigning to your favourites 1. Select the Favourites icon from your web browser the select the Add to favourites option (see figure 4) Figure 4 - Add to Favourites 1. Type in the name of you Concerto site address and click Add to retain the login URL (see figure 5). Figure 5 - Saving to favourites Once you have saved your Concerto login URL to your favourites, you can simply select this link from the list each time you wish to login. Concerto Support Services Ltd Assigning to your favourites User Guide. 5

7 Service Desk Menu Introduction The Service desk menu will contain Application Faults, Feature Requests, Ideas and Application help/training requests that have been logged on the Concerto software. The Service desk menu is made up from groups which consist of 4 tabs across the page (Faults and issues tab, Feature Requests tab, Application Help/Training tab and Ideas tab). Each of these tab menus is a group which has a support life cycle. The support life cycle of the Service desk will be displayed in sub tabs under the relevant group (see figure 6). Figure 6 - Service Desk For example, a Service desk ticket may be logged against the Application Faults group and will initially start its support life cycle in the New Ticket status tab. This ticket will then be reviewed by a member of the Concerto helpdesk team (moving the ticket to the With Helpdesk tab status) who will then assign that specific ticket to a resource to progress. That ticket will then evolve through the support life cycle, please see the support life cycle below. Concerto Support Services Ltd Service Desk Menu Introduction User Guide. 6

8 Service Desk Support Life Cycle Life Cycle stage Application Fault logged by Client onto the Concerto Support URL (Support Module Service desk menu) Fault is reproduced and documented by the Concerto Support team. Ticket Status The record is logged under New Ticket status Ticket assigned With Helpdesk status Ticket assigned Waiting to be assigned status Once a resource is available the ticket gets assigned to a developer Ticket assigned With Developer status Ticket assigned Awaiting Deployment status Tested internally by a member of the Concerto Quality Assurance team Ticket assigned With Quality Assurance status Failed Passed Tested externally by members of the client team Ticket assigned Awaiting Merge status Ticket assigned Release to Originators Sandbox status Ticket assigned Release to Originators Live status Resolved status Declined Approved Ticket assigned Release Awaiting Originator Approval status Concerto Support Services Ltd Service Desk Menu Introduction User Guide. 7

9 Application Faults - group tab The Application faults group would be utilised for any issues that are logged as a fault with the Concerto application. An example of an Application fault would be a specific page displayed an error message, a screen shot could be taken, attached to a ticket and logged as a fault for the support team to pick up and resolve. Feature Requests group tab The Feature Requests group tab is utilised for any feature enhancements that you may require on your Concerto software Application Help/Training group tab The Application Help/Training group tab would be utilised for those occasions when you may need assistance with an application or if you require training on any of the applications, modules and menus within the Concerto software. Ideas group tab The Ideas group tab would be utilised if you wished to put forward any ideas to the Concerto support team on how we could enhance the system to benefit you. All group tab The All group tab will list all the service desk tickets that have been logged. This will display every ticket without placing them into a specific group, but will file them under each status tab for ease of reference and searching. The All tab will also include any closed tickets. New Tickets status tab The New Ticket status tab would be the first port of call for any new tickets logged with the Service desk. The support team managing the Service desk will then assess the logged ticket and assign it to a resource, under the specific tab. I.E. A new Service desk ticket may be logged that requires assistance with the selected projects module, the support team would then assign this ticket to the trainer (Owner) and move the selected ticket to the Application Help/Training status tab were an alert would notify the trainer. Concerto Support Services Ltd Service Desk Menu Introduction User Guide. 8

10 With Helpdesk status tab The With Helpdesk status tab would be for any Service desk tickets that have been logged and require assistance from the support team. The tickets with support will be documented then progressed through the support life cycle or resolved. Awaiting to be Assigned status tab The Awaiting to be Assigned status tab would be utilised for those Service desk tickets logged that would require time with a developer, therefore the support team would move the ticket from either the New ticket status tab or the With Helpdesk status tab to the Awaiting to be assigned status tab for when a resource would become available. The user (owner) of this status would need to assign the ticket to a resource (developer). The Awaiting to be Assigned status ticket owner would be notified of any changes to that ticket via With Developer status tab The With Developer status tab would list all those Service desk tickets logged for the attention of a developer. Once they have completed their stage of the support life cycle they would advise the ticket owner so that user (member of the support team) can move the ticket on to the next support life cycle stage which could be the Awaiting Deployment status. Awaiting Deployment status tab The Awaiting Deployment status tab will be utilised for those Service desk tickets that have had the necessary developer time to fix the fault on the ticket. The Service desk ticket will then be moved to the Awaiting Deployment status tab to be assigned to a testing URL so that the Quality Assurance team can test the fix/amendments. With Quality Assurance (QA) status tab The QA status tab will be for those Service desk logged tickets that require testing. The Service desk ticket would be moved from Awaiting Deployment once it s been assign to a test URL, the QA team would then do all relevant testing before they can move it onto the next status. If the Service desk ticket QA failed the ticket would be sent back to the developer owner to reassess the fix. If the Service desk ticket passed then and only then would the logged ticket be moved to the next status Awaiting Merge. Concerto Support Services Ltd Service Desk Menu Introduction User Guide. 9

11 Awaiting Merge status tab The Awaiting Merge status tab would be utilised for those Service desk logged tickets that have passed the QA status and have been progressed to the next status, Released to Originators Sandbox (test URL), so they can see the fix and do their own testing to make sure they are 100% happy with the outcome. Release to Originators Sandbox status tab The Release to Originators Sandbox status tab is utilised for the Service desk logged ticket to be linked to the test (sandbox) URL to enable the client to do their own testing on the fix. If the client is 100% happy the support team will move the ticket to the next status (Release to Originators Live) which would be to move the fix from the sandbox URL onto the client s live URL site. If the client is not satisfied with the fix they would move the Service desk ticket back to the With Helpdesk status tab for the support life cycle. Release to Originators Live status tab The Release to Originators Live status tab would be for those Service desk logged tickets that have passed testing at both, the Concerto end and the clients end and have now been moved onto the clients live URL for use. Once the Service desk ticket is live, the support team would then move the ticket to the next status in the support life cycle - Resolved With Training Status tab The With Training status tab would be utilised for any Service desk tickets that require assistance and education needs. This could be in the form of an onsite training session being arranged to a WebEx session over the telephone. Released Awaiting Originator Approval Status tab The Released Awaiting Originator Approval status tab would be utilised for the Service desk tickets that have been released onto the clients live URL and are waiting for that client to approve the ticket and be 100% satisfied so a member of the support team can completed the support life cycle, marking the ticket as Resolved Resolved status tab The Resolved status tab would be utilised for all the Service desk logged tickets that have gone through the Concerto support life cycle and have reached the end with the client 100% and the fix in use on their live URL. Service desk ticket has now been resolved. Concerto Support Services Ltd Service Desk Menu Introduction User Guide. 10

12 Add a new record To add a new Service desk record select the add new record button at the top of the Service desk page and complete the form which is split into two sections; Enter details section and Description and priority section (see figure 7) Figure 7 - Enter details section & Description and priority section Enter details section Group Select the relevant group your Service desk ticket will fall into. I.E. Can we move the add a new record button to the bottom of the page. This ticket would fall into the Feature request group. Groups are configured under the Support module Admin menu, please see the online help for further information on this section. Type Select the type of ticket from the drop down list. Is this an Application Fault, a Feature Request or is the ticket type an Application Help/Training request. Ticket types are configured under the Support module Admin menu, please see the online help for further information on this section. Concerto Support Services Ltd Add a new record User Guide. 11

13 Description and priority section Description Please type in the relevant description of your ticket record. Please input all information relevant to the ticket which will assist the support team in dealing with your ticket efficiently and effectively. The information useful will include the page name and a copy of the error message which could be in the form of a screen shot attached to the ticket. Action Here you would select which status tab the record would fall under. Utilised by the support team, the 1 st port-of-call for all records would be under the New Ticket status. The support team would then assign the ticket to the relevant action. Therefore if a new ticket came in under the New Ticket status tab, the support team will assess the ticket and assign it to the correct status and individual to deal with. As a client you will only have access to the With Helpdesk status tab. Priority/SLA s You can select a priority to be assigned to your ticket from the drop down list. The priorities available to you may range from Low, Medium, High and then Critical. PRIORITY DEFINITION GUIDANCE EXAMPLE RESPONSE TIME Critical High Medium Low Concerto software is non-operational with no available workaround for day to day business critical operations. Critical issues can also be defined as any issue that causes data loss. Concerto software core operations are seriously hampered. Business critical operation, though possible, is severely restricted. A critical but less frequently used function is nonoperational. Peripheral operations are hampered or functioning incorrectly. Significant inconvenience caused on non day to day critical operations. Wish list feature requests and nice to haves. Minor typing and grammatical errors. Within 1 working day Within 3 working days. Within 5 working days Within 20 working days. POSSIBLE EXAMPLE Users unable to login to the system. Work orders cannot be added on a helpdesk based system. Condition survey report failing and client needs a hard copy for a presentation by the next day. Cannot edit a risk item on the risk log. Unable to change a project status. Weekly project review summary report is failing. Asbestos export to excel fails but the pdf report can still be produced. Date is displayed as a long date format rather than a short date format. Committee has been spelt incorrectly on a selected site screen. The above Priority levels and Response times make the SLA requirements for your ticket. The SLA s and Priorities are configured by a Concerto Administrator within the Support Module Admin menu SLA tab or Priorities tab. Concerto Support Services Ltd Add a new record User Guide. 12

14 The SLA s can be configured as a per client agreement with different resolution times assigned to specific priorities. The priority levels Can also be configured in terms of the priority colour, therefore if the logged ticket was to exceed its configured SLA then that tickets colour would change to the represented priority colour. The name of the priority can be changed to suit your required SLA s and this priority level can be configured to be excluded from ticket types. Eg. Application Faults may be able to be set to priority levels Low, Medium, High or Critical where a Feature Request ticket might only be able to be set to Medium or High level priority Once you have completed the Add New Record form, select the Save button at the bottom of your page (see figure 7) Once the new ticket record has been logged, the support team will receive the ticket, record, document and progress it accordingly. Throughout the support life cycle of the ticket, you will receive notification as to its status and any action taken on the ticket. From within the Service desk menu you will be able to attach documents and add notes throughout the ticket support life cycle. Please see the Options section then either Documents or Notes for more information. Concerto Support Services Ltd Add a new record User Guide. 13

15 Options The Options button can be found to the left of each record listed within the Service desk menu (see figure 8). The Options button allows the support team to move the record through the support life cycle by changing the record status and assigning the ticket to a new user within that specific status. Figure 8 - Options button Audit trail and actions From within the Options button, if you select the plus icon to the left of the Audit trail and actions feature, this will allow you to view all the previous actions that have been recorded throughout the tickets support life cycle, along with who assigned the action, any notes created against the action and what date/time the action occurred. Documents Select the Options button and the Documents feature will be visible. Select the Documents option (see figure 9) and from here you can then attach any documentation that will help the record through the support life cycle. Figure 9 - Documents button Concerto Support Services Ltd Options User Guide. 14

16 To attach a document Select the Documents link which will then open a new section on the page under your ticket. If this is the first document to be uploaded to the ticket the new section will be blank, if there are documents already attached, they will be displayed with a thumb nail view and the file name/type and a delete option Figure 10 - Add a document Select the green plus icon (see figure 10), then select the Browse button (Choose file button if using Chrome rather than Internet Explorer) to browse your PC for the specific file you wish to attach. Once you have found the relevant file, select the file and click the open button. This will attach a link to the file in the documents window, you can now select the Add file button to attach the specific file to your record(see figure 11). Figure 11 - Browse & Add File Task By selecting the Task option it is possible to assign a specific person a relevant task to carry out on that record. Select the Task button followed by the Add new button; Task Enter the name of your task Concerto Support Services Ltd Options User Guide. 15

17 Role of person to carry out task Select a role for the person carrying out the task. These roles are configured in the Support Module Admin menu, please see this section for further information. Name of person to carry out task Select the user to complete the task Planned completion date Enter the date you wish the task to be completed Date task completed Enter the date you actually completed the task Notes Type in any relevant notes that will assist the designation person to complete the task Please be aware that a Client will not have the ability to add tasks, however you will be able to view all tasks associated to a ticket. Assign to option The Assign to option allows a member of the Service desk support team to assign the ticket to the next status in the support life cycle. In the Assign to option, it will ask who you wish to assign the record to which you select from a drop down menu. You can then input any additional notes that will be of benefit to the new owner of the record. NOTE:- Please be aware that the Assign to. Options are configurable and you may not see these options depending on who is running your Service desk. Concerto Support Services Ltd Options User Guide. 16

18 Add a Note.. The Add a note options allow the current owner of the record to add notes to the record. These notes can be added to the record and can generate notification of the note via to either the record owner or the Originator of the record (Add a Note to Owner or Add a Note to Originator). If you do not wish to generate an notification you can select the option to Add a Note (No ), this option will not be available for clients to utilise. Concerto Support Services Ltd Options User Guide. 17

19 Copyright Statement The material in this Training Literature has been prepared by Concerto Support Services Ltd. The copyright in the material belongs to Concerto Support Services Ltd and no part of the material may be reproduced in any form without the prior written permission of a duly authorised representative of Concerto Support Services Ltd. There are serious legal implications for anyone seeking to reproduce the material or any part of it without Concerto Support Services Ltd permission. Main: (Support and Enquiries) Check out the company blog at: Company Address: Floors 1 & 2, 105 Main Street, Frodsham, Cheshire, WA6 7AB. Company registration: VAT registration: Concerto Support Services Ltd Options User Guide. 18

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