SIS Support Help Desk Center. SharePoint & Ticket System Overview

Transcription

1 SIS Support Help Desk Center SharePoint & Ticket System Overview

2 Table of Contents LOGGING INTO THE SIS SUPPORT SHAREPOINT... 3 LOGGING OUT OF THE SIS SUPPORT SHAREPOINT... 5 LOGGING INTO THE HELP DESK TRACKING TOOL... 6 REVIEWING THE FEATURES MENU AND THE CALL LISTING AREA... 7 PERCEPTIS SUPPORT AND ESCALATIONS TO MCCCD... 9 STANDARD TAB: END-USER INFORMATION STANDARD TAB: SITE SPECIFIC INFORMATION STANDARD TAB: THE ISSUE COLLEGE TAB: REVIEW THE COLLEGE TAB STANDARD TAB: CALL STATUS STANDARD TAB: CLOSING A TICKET ESCALATING A TICKET CREATING A NEW TICKET EXAMPLE OF A FINISHED TICKET SEARCHING FOR A TICKET REPORTS

3 SIS Support Help Desk Center Production (Overview) Welcome to the new SIS Support Help Desk Center! This SIS site will assist you with daily and college specific updates, allow you to review work orders that are escalated to your campus from PerceptIS, find quick links to access important information on other websites, and give you a file cabinet of shared documents all in one place. Using the Rio Work Order System (an internally built tracking tool) you can also escalate issues that cannot be answered at the campus to the District Office for additional help! Let s get started! Logging into the SIS Support SharePoint Site Open up your internet browser and log into the SIS Support Site at this URL: You will be asked to authenticate to the system. You do this by typing in your full (MEMO) address and password. Once you have authenticated, you will see your workspace. Here is a quick view of the site! 3

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5 Logging out of the SIS Support SharePoint Site When you are finished working with the SharePoint site you should log out. This might happen at the end of your work shift. The logout area is at the top of the page to the right. You will see the Welcome and your name with a small arrow that will provide drop down options available to you. (You may not see all of the options in the screenshot due to permission levels however you will see a sign out option.) Choose the one that says Sign Out. You are now signed out of the SharePoint. 5

6 Logging into the Help Desk Tracking Tool Now that you have successfully logged in the Help Desk Support Center we will now log into the work order system. Each of you should have a username and password assigned by your site administrator. Each site is a bit different however the username is generally your last name. It could be combined with a first initial. A default password was also assigned. If you have problems accessing this area you should contact your site technical help desk for assistance. Note: you can access this area separately, if you wish, by opening up a separate browser and typing in the URL: You should now see a screen that will be similar to this administrative account: Congratulations! You are now logged into the Help Desk Tracking Tool. 6

7 Reviewing the Features Menu and the Call Listing Area Once you have logged into the tracking tool you will now see a Features Menu and the Call Listing area for any issues you need to address. On the left side of your screen you will see a Features Menu. The items highlighted will be the ones you use to address issues and escalate to the District Office if necessary. The other features in this menu (those not highlighted) may/may not be covered in your individual college training if necessary. Now let s review the rest of the screen the Call Listing. The Call Listing area provides you a view of all the open day-to-day issues and projects assigned to your workgroup, SIS QRT (xx). The (xx) is related to a specific college and how PerceptIS will know which college to route an escalation. Note the highlighted area at the bottom of the screenshot. This provides you information in sorting a category and how you know where calls have been assigned: Staff Name Bolded = assigned to you (admindo is bolded in this example) Staff Name Non Bolded = assigned to someone else (laieski_c is not bolded) Blank = not assigned yet (this will be a PerceptIS escalation) 7

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9 PerceptIS Support and Escalations to MCCCD PerceptIS is providing MCCCD with Tier 1 support through an phone number, chat services, and a ticket logging process through the my.maricopa.edu portal. When a phone call is received at PerceptIS, the caller will have three (3) choices in the call menu: 1. Blackboard Support Press 1 2. Student & Faculty Center Support Press 2 o This feature will then have a Spanish speaking option 3. Password Related Issues referral to my.maricopa.edu and/or PAT tools for Faculty PerceptIS will track, answer, and close an issue or escalate to a college/district QRT team. (Performance, System Outage and Network Issues will go directly to the District Office QRT.) If PerceptIS cannot resolve an issue a ticket escalation will occur through a work order bridge between PerceptIS and MCCCD tracking tools. An should be sent to the campus QRT distribution list letting the team know there is a new issue. (There will not be much detail however.) In the MCCCD tracking tool, the issue will be seen as blank in the staffing field. To view the details of an issue a QRT member can click on the ID # (618111). When viewing an issue, the QRT member can then scroll to the bottom of the viewing screen (where the details reside) and click on Take Call. 9

10 The ticket is now automatically assigned to you. You are now able to document and move the issue as necessary. Note: there new fields now available. These are explained further in this document. 10

11 Now we will review the entire work area. Scroll back to the top of the screen. The detail of the issue is split into two sections; the standard and college tab across the top. A red bar appears below the tab you are working on. For training purposes, each area will be split into separate sections however the entire screen view is available below. Remember: site help desk staff use this tool and can further assist you. 11

12 Standard Tab: End-User Information The first section of the standard view provides information about the end-user such as address, phone number, and any additional cc s at other support levels (i.e., PerceptIS). Standard Tab: Site Specific Information This section is generally site specific. You can record information particular to your college and should refer to your site IT department if necessary. It might be helpful to work with priority levels since those will appear on your Call Listing screen and help you identity emergencies or pending information statuses. 12

13 Standard Tab: The Issue This section deals with the issue itself and provides opportunities for you to communicate between your QRT/Technical teams as well as the end-user. Note that the technical and customer notes boxes include an icon (looks like a rolodex card) that date and time stamps information along with your name. The Technical Notes Box: This box allows you to communicate to other technical staff in trying to resolve an issue. The end-user never sees these notes. Only those that can authenticate to the work order system (username/password) will have the ability to view and add technical notes. The Customer Notes/Solution Box: This box allows you to communicate to the enduser keeping them informed along the resolution process or completing a ticket. It is always nice to send a note thanking the end-user for their request when you first receive it. Note: Please use the rolodex stamping tool when placing notes into these fields so that if questions occur other staff will know where to begin additional conversations. Attachments are also an option however cannot be attached using this system. College Tab: Review the College Tab Prior to a review of the Call Status area (where you close or escalate a ticket), remember that additional information is available to help you resolve an issue. Notes: You will also need to fill in some information in the College Tab before you close a ticket. Let s review The College Tab area now. 13

14 Scroll back to the top of the screen. Click on the College Tab. This area will have many custom fields however SIS information has been placed into a single area near the bottom of this screen. You will need to scroll down this screen to locate the SIS Support area. You will see the PerceptIS Work Order Number, a Root Cause field, and the User Type should already be filled in to say, Faculty, Staff, Student. When you complete a ticket, you will need to select one of the options available in the Root Cause field. This will assist with reporting and is very important. Now scroll back to the top of the screen and choose the Standard Tab again where you can begin the close or transfer requirements. Standard Tab: Call Status You have now returned to the Standard Tab. Scroll toward the bottom of the page to find the Call Status section. This section provides details concerning the assignment of the ticket, contacting those in the areas of the view, closing an issue, or moving issues to others. Several fields have drop boxes available providing you an option for pre-set changes. Please take some time to familiarize yourself with those choices. Most are campus specific. 14

15 You have an option to notify the customer of any changes. By checking this box an is generated, therefore it is important that you add some customer notes before you check that box to not confuse the end-user. If you have resolved the ticket, document and use the checkbox to close the ticket. You do not need to check the notify the customer of any changes box. The ticket system will automatically generate an when an issue is opened initially and closed. If the issue will take several days to resolve you may wish to code it as a project by clicking this box. This will put a large P next to the ticket number on the Call Listing. This is sometimes helpful so others know it will take you longer to resolve. Please consult with your site on their processes for using this option. The knowledge pak box is not currently in high use. For now, ignore that box. You will also see a Security Level field. This box will be marked as none when you first receive the ticket. For security level purposes you MUST change this to a Level 1 before you update, save, or move any ticket. Standard Tab: Closing a Ticket After you have taken the ticket and documented the resolution for the issue, you need to close the ticket. To do this check the close box, leave the workgroup as is; i.e., SIS QRT (xx), and change the status to complete. Click Finish. An will be sent to the end-user letting them know their issue is resolved and how you might have resolved it from your notes in the customer notes/solution fields. Note: Don t forget to ensure the security level is marked at Level 1 for security purposes before you click Finish. 15

16 The system will return you back to the main Call Listing page and this ticket will disappear from the view. Escalating a Ticket If a college QRT cannot resolve an issue and needs to seek District Office support, the ticket can be transferred (routed) within the system by changing a couple of fields. You will perform all the functions in the system that we ve already discussed; i.e., taking a call and updating notes areas. You will not need to use the College Tab when you route a ticket to the District Office. Routing a ticket somewhere else is easy. On the Standard Tab (in the ticket), scroll down to the Call Status area. Reassign this call to you will see a list of names specific to your site. Scroll to the very top of this drop box and choose Select One. 16

17 Assigned Group - Using the drop box options choose one of the examples shown below. These work groups are already setup to route the issue directly to the support staff assigned these tasks. You will need to change the Call Status area and Click on Finish. Remember to check the Security Level to ensure it says Level 1. The Call Status should look similar to this before you click on the finish button! Congratulations! You ve just routed the ticket to the District and it is now gone from your call listing screen. 17

18 Creating a New Ticket The old way - depending upon site processes, you may already be familiar using the client side of the Rio (MCCCD) help desk ticket application. This means that if YOU have an issue, you access a menu with choices to report it. Once you chose an option you would then see a screen to report your issue. You would then click on a submit button and your issue would be routed to a work group to assist you. This changes for SIS QRT because you are part of the resolution team. You not only need to record the issue, but you also have to record what was done to resolve it, close it and/or escalate it to the District SIS QRT. The new way you will already be logged in the ticket system. In the features menu you have an option called Enter a new Call. Choose this option. 18

19 You will be asked to fill in an address before you can log an issue. You should always type in the name of the person that you will be logging the issue for, (i.e., the student or faculty person that has the problem) if possible. If you do not add this information, the fields will automatically be marked as empty and it will be difficult to know who to contact if there are questions. If the person already exists in the Maricopa directory, some information (name, phone number) will be auto-populated to the ticket screen. If the person doesn t exist in the directory already you will get an additional popup screen for confirmation. You can then check the name in the search area or simply tell the system that you want to accept the name as is. (You will most likely get this when entering in a non-maricopa directory address like the example below.) 19

20 Caution: Sometimes the system will deliver a postmaster error when an doesn t match. You could use a default but remember to find alternative ways to communicate with the end-user. The default name is: [email protected]. You will still get the confirmation screen. Just click Force Accept. 20

21 You will now see the screen that should be familiar to you however the fields will be blank. You need to enter in the information, including the customer name, issue, etc. For easier search capabilities you should record the name on the ticket as the one having the issue. Don t forget to: Record the issue under the name of the person that has the problem to assist with future search capabilities Put in as much detail as possible about the issue using an appropriate summary line to help you quickly locate an issue when searching Include any cc you wish use a comma to separate between names and do not erase anything that says PerceptIS 21

22 Record Technical Notes if you will be sending the issue to others Record Customer Notes kind communication is always recommended Use the rolodex icon to time/date/name stamp both the Technical & Customer Notes fields Go to the College Tab, scroll to SIS Support, and record necessary information there. Change the Security Level to 1 Either close or escalate the call. Please refer to the screenshots below for a final look at what a completed or escalated ticket should look like. 22

23 Example of a Finished Ticket Standard Tab 23

24 College Tab (Just the SIS Support Section) Remember to return to the Standard Tab to complete or escalate the ticket. 24

25 Searching for a Ticket The tracking tool allows you to search for information. This is why using the end-users name (instead of your own) to track issues is important. In the Features Menu click on Find a Call. You will have several choices that will assist you in finding an issue. Note: currently the tracking tool searches all campus information. Be careful and detailed in your selection to find what you need. I ve chosen the search category for last name and I want to see all the open tickets for this person. Here are the summary results of the search: 25

26 Reports The tracking tool will also allow you to pull some reports. Please work with your college IT teams for assistance in using this area. There are some challenges and have different methods of parsing the data. The District Office will be working with PerceptIS and Rio Salado to provide enterprise wide reporting for support. 26