How To Manage A Help Desk Ticket In An Ipa.Org (Sdfie) Help Desk

Transcription

1 SDSFIE Support Task Order SDSFIE Help Desk Manual for the Army Corps of Engineers, Army Geospatial Center Contract No. W9132V-08-D-0004/0019 September 18, 2012 Developed by: Geographic Information Services, Inc.

2 Contents Introduction... 1 Responsibilities and Objectives... 1 Help Desk Users... 1 Help Desk Time of Operations... 1 Help Desk Operations... 1 OTRS Help Desk Management Roles... 1 OTRS Help Desk Database Content... 2 Ticket Table... 2 Article Table... 3 User Table... 3 OTRS Help Desk Tracking... 3 Notifications... 4 External Notifications... 4 Internal Notifications... 4 User Feedback... 4 Reporting... 4 General Report... 4 Detailed Report... 4 FAQ s... 5 Appendix A. Help Desk Ticket Workflow... 5 Initial Ticket Creation... 5 Dashboard... 5 Web Form Phone... 6 Ticket Assignment... 8 Ticket Response... 8 Figure 3.1 OTRS Dashboard from Admin Panel of SDSFIE Beta Web Site gives an overview of all open tickets Figure 3.2 Ticket zoom view enables you to see the content of the ticket, view customer and ticket information, and respond to a ticket

3 Resolution and Closure Appendix B. OTRS Help Desk Database Content Support Level Descriptions (Table 4) Level One Level Two Level Three... 13

4 Introduction Responsibilities and Objectives The SDSFIE Web Site Help Desk ( Help Desk from here on) supports all users of the SDSFIE Community involving all Help Desk ticket submissions about the SDSFIE Web Site, Workflows, Data Model, Training, Adaptation, and Guidance & Policies. OTRS Help Desk Management, an open-source software suite, will record the necessary information involved with a Help Desk Ticket to provide adequate help to the requestor, information for Help Desk reporting, and an internal tracking system to ensure prompt response and follow-up to Help Desk tickets. Appendix A covers the Help Desk Ticket Workflow. OTRS Metrics will be analyzed in order to find ways to better meet the needs of the users and guide updates to FAQs. This documentation will allow for new SDSFIE Help Desk staff to maintain operations efficiently and update data collected as necessary. Help Desk support will have monthly reports broken up by total number of tickets, Components, and request category that will be accessible through the website. Certain requests may also be identified for referral to the SDSFIE Change Management System. Help Desk Users Users of the Help Desk include any person who uses the SDSFIE Web Site, Workflows, or data model. Most users are military and civilian geospatial analysts responsible for geospatial data on military installations. Registered users will have a more interactive approach with the Help Desk through their personal Dashboard on the SDSFIE Website (Reference Appendix A). Many of these users will be migrating from SDSFIE 2.6 to SDSFIE 3.0 during as required by their Component. Help Desk Time of Operations The Help Desk is operated from Monday through Friday from ET. The goal of the Help Desk is to reply to all requests within 24 business hours and resolve the issue as quickly as possible. GISi Help Desk staff can be contacted by , telephone, or through the Help Desk request submission page on the SDSFIE website at these times of operation. Help Desk Operations OTRS Help Desk Management Roles There are four roles that are utilized with OTRS software. All of these roles are maintained through the OTRS interface that is available through the OTRS Tab from the Admin panel of the SDSFIE Web Site. Only the Administration Role and Agents role will have access to the OTRS interface, and other registered users will use the Help Desk interface on their Dashboard. These roles along with descriptions are listed below. 1. Admin Role This role is used primarily by SDSFIE Help Desk Support personnel. This role is used to manage and update all operations of the SDSFIE Help Desk. Admin will manage all other roles in OTRS. Admin has all of the capabilities of an Agent and will respond to Help Desk Tickets. This role will create metrics for reporting and analysis for FAQ. 1

5 2. Agents This role is delegated by the Admin Role. Agents will also have access to the OTRS interface in order to respond to Help Desk tickets. 3. Customers All registered users of the SDSFIE Web Site will have a customer account with OTRS, but all users will be using the Help Desk through the SDSFIE Web Site interface. These users will be listed as a customer in OTRS which enables the SDSFIE Web Site Dashboard to interact with the user s tickets in OTRS. 4. Non-customers When a visitor to the SDSFIE Web Site wishes to submit a Help Desk Ticket, they will do so through or the Contact Us page on the SDSFIE Web Site. When submitting a ticket, OTRS will save that customer s address and all tickets that could later be submitted with that address. OTRS Help Desk Database Content The content of all Help Desk Tickets will be saved to the OTRS database. Below are the important attributes with descriptions that are being used with the Help Desk Ticket workflow and will be saved and maintained with OTRS. All ticket information is information saved to the ticket table. All Article information is saved to the article table and referenced from the ticket table for more information. All information in the customer_user table is referenced from a user when they register to the SDSFIE Website. Information from the customer_user table is used to provide profile information to the ticket and used to permit the User to see the correct information from the Dashboard. To see further information and tables refer to Appendix B. Ticket Table - Id This will not be viewable from the SDSFIE Web Site for the user. This is an ID number for the ticket that is used elsewhere in the database. - Queue This will not be viewable from the SDSFIE Web Site for the user. Each ticket that is submitted will be delegated to a certain queue from the SDSFIE Beta Web Site. Only an OTRS Agent or above will be able to change the queue for a ticket. The reason for the queue is to keep Help Desk Tickets, Change Requests, Feedback, Archived, and Junk tickets separated. Refer to Appendix B, Table 1. - Service Each ticket will have a Service associated with it for metrics and basic ticket workflow information. Refer to Appendix B, Table 2. - Type Each ticket will have a type associated with it for metrics and basic ticket workflow information. Refer to Appendix B, Table 3. - Level Each ticket will be recorded with one of three levels. These levels pertain to the level of the ticket with respect to effort level and who from the SDSFIE Help Desk Support Team will be responsible for that ticket. Only OTRS Admin and/or Agents will be able to update the level of a ticket. Refer to Appendix B, Table 4. - State Each ticket will have a state or status recorded in the ticket table. The status for all tickets will be updated through the Help Desk Ticket workflow. The status can only be updated 2

6 by OTRS Admin and/or Agents, except for the special case in which a requestor responds to a ticket after it has been closed. In this case OTRS will automatically change the ticket of this status to Open so it is not missed by the SDSFIE Help Desk Support Team. Refer to Appendix B, Table 5. - Title Each ticket will have a title, which is submitted during ticket creation as Subject and will be viewable from the User Dashboard. - Customer_Id - This will not be viewable from the SDSFIE Web Site for the user. This record is saved to the ticket table in OTRS and is used to reference the creator of the ticket in the SDSFIE Web Site. - Create_time This record is used to show the date the ticket was created and is also used by OTRS for tracking and escalation, if need be. - Latest Tech Notes In response to a ticket, the personnel who is responsible will be prompted to fill out Latest Tech Notes before they have the ability to submit. This record will go into the Detailed Help Desk Report. Article Table - Ticket_id This record is referencing the ticket that the article is associated with. - a_subject This record is the body of the text that is submitted in ticket creation. User Table - login Associated with the login to the user information in the SDSFIE Web Site Associated with the to the user information in the SDSFIE Web Site. - Title Associated with the title to the user information in the SDSFIE Web Site. - First_name - Associated with the first name to the user information in the SDSFIE Web Site. - Last_name - Associated with the last name to the user information in the SDSFIE Web Site. - Phone - Associated with the phone number to the user information in the SDSFIE Web Site. OTRS Help Desk Tracking The SDSFIE Help Desk has OTRS tracking functions built into it. The following are OTRS tracking options that are integrated into the SDSFIE Help Desk on the SDSFIE Website. - Ticket escalation If a ticket has been created and there has been no response activity by the SDSFIE Help Desk Support Team the ticket will be escalated and appear at the top of the OTRS Interface Dashboard. OTRS will also send an automated notification of this event will also be sent out to all the SDSFIE Help Desk Support Team. - Ticket Pending Reminder This is a ticket status option that an OTRS Admin or Agent can choose for a ticket in the case that the ticket cannot be immediately resolved. An example of a special case for this would be the responsible personnel waiting on additional information from someone outside of an SDSFIE Support Contractor. - Ticket creation, response time OTRS will store information such as ticket response time to ticket creation that could be used in reporting. 3

7 Notifications Personalized notifications are built into the OTRS software and used for the following. These notifications can be categorized as External and Internal. Internal is used to notify requestors of the tickets, and external is used to notify the SDSFIE Help Desk Support Team of certain actions. The following are notifications that are set up with OTRS in conjunction with SDSFIE Web Site. External Notifications - Creation of a New Ticket User is notified when a new ticket is created. - Follow Up If a ticket responds to a ticket already created, user is notified of follow up. Internal Notifications - Creation of a New Ticket SDSFIE Help Desk Support Team will be notified when a new ticket has been created. - Follow Up SDSFIE Help Desk Support Team will be notified when a ticket been followed up. - Follow Up/ Open - SDSFIE Help Desk Support Team will be notified when a ticket has been closed and then followed up and status is back to open. - Ticket Escalation SDSFIE Help Desk Support Team when a ticket has not been addressed after 24 hours. - Ticket Pending Reminder - SDSFIE Help Desk Support Team when a ticket has status of Pending Reminder and the ticket needs attention. User Feedback A user may submit feedback through the Contact Us page on the SDSFIE Web Site. This will initially go into the SDSFIE (Ticket) queue in the OTRS Database. The SDSFIE Help Desk Support Team will be notified of the ticket submission. The Primary Help Desk personnel will move this ticket to the Feedback queue when it is opened. This feedback will remain in the Feedback queue and will be available for reporting. Reporting General Report The Helpdesk tickets will hold the information needed to generate monthly and historical reports. The monthly reports will be generated within 5 working days after the end of each month and will be available to the DISDIG. There will be two different reports. One report will have overall statistics and another will have statistics about each ticket. The first report will have, at a minimum, the following. 1. Total number of tickets 2. Number of tickets by service 3. Number of tickets by category Detailed Report The second report will have a more detailed description of the Help Desk Tickets consisting of the following. 4

8 1. Total number of tickets 2. Ticket ID # 3. Created Date 4. State of Ticket 5. Priority Level 6. Alert Level 7. Days Active (If still active) 8. Tech Assigned 9. Escalation level 10. Request Type 11. Request Detail FAQ s Metrics run through OTRS will also provide information for commonly asked questions. This report will be reviewed quarterly at the minimum in order to update the FAQ s on the SDSFIE Web Site. Appendix A. Help Desk Ticket Workflow Initial Ticket Creation Below lists four ways in which Help Desk Tickets can be created. Dashboard When a registered user logs into the SDSFIE Web Site they will be defaulted to their Dashboard with an overview of their Help Desk Tickets (Figure1.1). From here they can create a new ticket by clicking Add New Ticket. From here they will be prompted to fill out a Help Desk ticket form (Figure 1.2). The user will be prompted with the following categories to fill in. Any information needed for statistics will be gathered from the user s SDSFIE log in account. 1. Type 2. Service and/or Component 3. Subject 4. Description Web Form There is also a web form for non-registered users from the Contact Us on the SDSFIE Web Site (Figure 2). The non-user will be prompted with the following categories to fill in. 1. Name 2. Address 3. Phone Number 4. Service and/or Component 5

9 5. Type 6. Subject 7. Description A hyperlink for the address to the SDSFIE Help Desk is listed throughout the website. When the hyperlink is clicked the user will be prompted to create an to the Help Desk. Any additional information needed for the ticket will be obtained by SDSFIE Help Desk Support and recorded into the OTRS Database. Phone If a user wishes to contact the Help Desk by phone, the phone number for the Help Desk will be provided on Contact Us page of the SDSFIE Web Site. Hours of operation are Monday through Friday from ET. If the user receives the voic they will be prompted to leave the following categories. Any information that is not gathered from the message left will be attained by Help Desk staff and then be entered into the Help Desk reports database. The same statistics that are gathered from the Web Forms will be gathered from the Phone requests as well and be entered into the database for metrics. 1. Contact Name 2. Address 3. Phone Number 4. Service and/or Component 5. Type 6. Subject 7. Description 6

10 Figure 11. User Dashboard overview of Tickets on SDSFIE Web Site. Figure 1.2. Registered User Ticket Submission Form from Dashboard on SDSFIE Web Site. 7

11 Figure 2.1. Ticket Submission Web Form for non-registered User on the SDSFIE Web Site. Ticket Assignment All Help Desk tickets are assigned initially to the primary Help Desk Staff, Micah Fulcher. All Help Desk Requests by phone will go to the primary Help Desk POC s desk, and if unavailable the user will leave a message. Messages will go to GISi Help Desk Support Team and will be checked within 24 hours by the primary Help Desk Staff. If primary is unavailable for more than 24 hours, arrangements will be made for secondary to cover the line. Zac Wilson will be the secondary point of contact, and Tammy McCracken will be the third. If the Help Desk volume is high, then a ticket may be assigned to another team member. If the Help Desk Specialist is unable to resolve an issue, he/she will consult with the appropriate personnel and will maintain responsibility for the ticket until a resolution is reached. If necessary, the Help Desk Specialist may assign a ticket to members of the team who are registered in the Help Desk System. Ticket Response Every ticket submitted by a user will be sent directly to the OTRS Help Desk system. The Help Desk staff will be notified by from OTRS. The ticket will initially be assigned to the primary Help Desk agent, Micah Fulcher. The agent will execute the following steps. 1. Log on to OTRS website through the admin panel of the SDSFIE Beta Web Site (Dashboard will be initial viewing, Figure 3.1) 8

12 Figure 3.1 OTRS Dashboard from Admin Panel of SDSFIE Beta Web Site gives an overview of all open tickets. 2. The dashboard will be an overview of all Help Desk Tickets. New Tickets are those tickets that have been submitted and not yet responded to. Tickets that fall under the category of Open Tickets lists the open tickets that have been responded to, but are not yet closed. Escalated Tickets are those tickets that have passed the 24 hour window of responding and are not yet closed. Reminder Tickets are those tickets that have been updated w/ the status of Pending Reminder. From this dashboard any ticket can be selected and screen will be refreshed to the Ticket Zoom View (Figure 3.2) to see a more detailed description of the ticket and is also where Help Desk Personnel can take action regarding the ticket. 3. The ticket zoom view is where Help Desk Support is to take action with a ticket request. The following are the most important options for taking action with a ticket. a. Note You can add an internal note about the ticket. b. Merge If the ticket should be part of another ticket, you can merge the two together from this option. Also an option to leave a note. c. Pending If you need to make a reminder for the ticket and put it on hold, this would be your option. Also an option to leave a note. d. Close Close the ticket, where you can also add a note. Make sure to fill in the tech notes. e. Phone call outbound If you made a phone call to the user, you can leave notes of the conversation here. You can also close the ticket from this option. If closing the ticket make sure to fill in the tech notes. f. Split If the new article should be split into two tickets because they would fall into different categories this is where that ticket is split. Also an option to leave a note here. 9

13 g. Move move the ticket to another queue. This is where someone from the SDSFIE Help Desk Support Team would move the ticket to CMP, Feedback, or if the ticket is junk mail then you can move it to the junk queue. All Help Desk Ticket are initially in the SDSFIE Queue (Ticket Queue) upon creation. h. Reply This sends an to the customer and here you can update the status of the ticket also. Make sure to fill in the tech notes if closing the ticket. Figure 3.2 Ticket zoom view enables you to see the content of the ticket, view customer and ticket information, and respond to a ticket. Resolution and Closure Whenever a ticket has been resolved the Help Desk responsible personnel updates the status of that ticket to Closed Successful, and the requestor of the ticket will be notified. In cases where the initial requestor is unsatisfied with the closure of the ticket they may reply to it and ticket status will automatically be updated to open through the OTRS software. 10

14 Appendix B. OTRS Help Desk Database Content Below are tables with lists and descriptions derived for ticket attribution. Table 1 - sdsfie_otrs.dbo.ticket id name Description 3 Junk This is a queue with archived tickets, often postmaster failures or test tickets. 5 SDSFIE This is the main queue for SDSFIE Help Desk Tickets. All tickets in this queue are active or archived tickets from the SDSFIE Help Desk. All s, phone calls, and web form submissions are defaulted to this queue. 6 Change Request This is the queue where Change Requests are kept. For more information refer to the Change Management Operations Manual. 7 Feedback This is the queue where all feedback submissions are archived. Table 2 - sdsfie_otrs.dbo.service - Service table derived from SDSFIE Web Site Profile collection. id name 6 Air National Guard 23 Army National Guard 24 DISDI 33 DoD Partners 27 NGA 34 None 28 Other Federal Agency 29 US Air Force Reserve 4 US AirForce 10 US Army 12 US Army Corps of Engineers 11

15 22 US Army Reserve 14 US Coast Guard 32 US Coast Guard Reserve 16 US Marine Corps 31 US Marine Corps Reserve 8 US Navy 30 US Navy Reserve 26 Washington Headquarters Services Table 3. sdsfie_otrs.dbo.ticket_type - Type for attribution of Ticket. id name Ticket Type Description 2 Account Access Pertaining to access to certain parts of the SDSFIE Web Site, Data Models, or Workflows. 3 Adaptations Pertaining to Parent adaptations. 4 Data Model Pertaining to Gold Data Model feature types, attribution, and elements. 5 Guidance & Policies Pertaining to SDSFIE Guidance & Policies. 6 Prior Release Pertaining to Prior Release Information and Tools. 7 Training Pertaining to Training. 8 Website Pertaining to website functionality and content. 9 Workflows Pertaining to workflows. 12

16 Support Level Descriptions (Table 4) Level One Level one ticket items from the user are mainly consisted of user error. Usually these tickets are resolved by pointing the user in the right direction. These ticket items will be low priority and will be resolved from the primary Help Desk level. Level Two Level two ticket items will consist of issues that often require intermediate knowledge of the processes, data models, and adaptation techniques. There will usually be more analysis involved in level two ticket items. Level Three Level three ticket items are issues that could require an ample amount of time and investigation to resolve. This effort will require an advanced level of knowledge and expertise with SDSFIE and will often require more time to resolve these issues. Table 4. sdsfie_otrs.dbo.ticket_priority - Ticket Levels. id name Ticket Type Description 2 2 low Tickets at Level normal Tickets at Level high Tickets at Level 3. Table 5. sdsfie_otrs.dbo.ticket_state - Ticket States. id name Ticket Type Description 1 new New ticket created by customer. 2 closed successful Ticket is closed successful. 4 open Open tickets. 6 pending reminder Ticket is pending for agent reminder. 13