Track IT! 9. Technician Guide

Transcription

1 Track IT! 9 Technician Guide

2 Copyright 2009 Information Technology Services Kennesaw State University This document may be downloaded, printed, or copied, for educational use, without further permission of the Information Technology Services Department (ITS), provided the content is not modified and this statement is not removed. Any use not stated above requires the written consent of the ITS Department. The distribution of a copy of this document via the Internet or other electronic medium without the written permission of the ITS Department is expressly prohibited.

3 Table of Contents Introduction... 4 Accessing Track IT... 4 Automatic Refresh... 5 Views... 6 Customizing by Technician... 9 Manually creating views Creatingaticket Notes Manage and Scheduling Workingaticket Assignment MakingaTicketCopy Viewing User History Adding Attachments Closing a Ticket Additional Help... 34

4 Introduction Track IT! 9.0 is Intuit s latest release of the Track It system. Key differences from version 6.5, our current version, and version 9.0 are the following: - Technicians will receive an when a ticket is assigned to them. Ability to add Assignments if it is necessary for more than one technician or workgroup to resolve the issue. Ability to build Templates to auto populate fields for common issues. - End Users (not technicians) can easily view their tickets over the web with their NetID and Password. - Ability to make certain comments private so only technicians may view them. - End Users receive an when the ticket is closed. - Change Management component - Easy installation via the softgrid application. Accessing Track IT To install the desktop client visit: \\inas2\applications\trackt_it9_installer Double click the Trackit9 Installer.exe file Follow the prompts to install. Your user name is your usual login name. The KSU Service Desk will set your initial password, which you should change upon your first login. (If you need assistance please contact the KSU Service Desk at )

5 Automatic Refresh The following will help you to set your Home Page to automatically refresh updates in Track IT. From the toolbar, click on Tools. Click on User Preferences. Place a check mark next to Automatically Refresh Home Page *Please note this is where you can also change your Track IT! Password. Click Save.

6 Views Default View Viewing Work Orders Track It displays work orders within a grid, similar to an Excel worksheet. You can manage the way information is displayed in the grid by using system views, user defined views, sorting, grouping filtering and customizing records in the grid. To view tickets, you have several options. You can view: Open Work Orders All Work Orders Closed Work Orders To view tickets, from the Default View Click on Help Desk

7 The following Default View will appear. Click on the Current View arrow, then Click on System Views.

8 To view All Work Orders, click on All Work Orders To view Open Work Orders, click on Open Work Orders To view Closed Work Orders, click on Closed Work Orders

9 Customizing the Default View to Show Tasks by Technician From the Help Desk View, select the Assigned Technician column header and drag to the top in order to group by technician.

10 This action will result in the following view: Manually creating a view From the Help Desk View, right click on any header. Click on Customize.

11 The Customize Grid pop up window will appear. Scroll through the list and select the column you wish to add. Click on the Add button, and then click OK. In order to filter data, click on the arrow next to the column you wish to customize. Then click on Custom.

12 The Filter window will pop up. Click on the drop down to select an operation Then click on the drop down to select your filtered group. Add additional filters if desired. Then click OK.

13 Creating a Ticket From the Help Desk View Click on New Work Order

14 The following pop up window will appear. Important Note: In Track IT 6.5 the work order number was generated when you opened a new ticket. However, in Track IT9 the work order number is not generated until you click on SAVE. Requestor: This field is used to identify the user. Click on the arrow next to Requestor to scroll through the list of users.

15 Begin typing in the name of the customer in the Requestor field to search for a particular user. Once the desired customer s name has been found, click on the name to populate the Requestor field.

16 Call Back Number: This field list the contact information for the user Enter a Call Back Number, if the field does not automatically populate. Asset: This field list the asset numbers associated with user. Select the appropriate Asset number from the drop down if equipment is a part of the issue. If not, leave blank. Summary: Enter a summary of the problem/issue in the Summary field. If ticket is generated from , the subject information from the requestor automatically populates this field.

17 Priority: Enter the appropriate priority information. Use your best judgment on setting the priority. The choices and criteria are listed in table below: 1 Urgent needs immediate and total attention 2 High should be addressed within 4 hours 3 Routine should be addressed within 24 business hours 4 Low should be addressed within business hours 5 Project completion dependent upon scope Status: Select the appropriate status of the originating ticket. Open is the Default Status. Click on the drop down arrow to change the status.

18 The status should be set to help the customer quickly understand the condition of his/her ticket. The status field has the following options: Canceled Closed Closed pending user s approval Emergency Escalated Help Desk closed on contact Hold per user s request On hold for Administrator s approval Open Outside vendor required Routine User response required Work in progress the work requested is no longer required the work is completed the technician is awaiting confirmation that the customer is satisfied. goes with the Urgent priority. A technician needs to be in action immediately the ticket has been referred to a supervisor or a higher level technician first call resolution the customer is not able to work with the technician until otherwise notified. supervisor/director or other person must approve the request the ticket has not been addressed by a technician a non KSU entity is being contacted regularly scheduled maintenance the technician is awaiting a call back or from the user before he/she may proceed the technician is actively working the ticket

19 Notes Type: The Type identifies the type of work order. In the Type Field, you have a choice of Work Order Description or Technicians note Work Order Description Technicians note this label should be chosen when the technician is typing the original entry into a work order. This will also be used when a ticket is ed in, as the ticket is automatically created from the by the Track It 9 system. this label should be chosen for all entries after the original work order has been created. Activity Code: This field is not required.

20 Notes: The notes field is used to enter information about the reason for the ticket and any actions taken. Enter information describing the problem/issue. Click Add Note when entry is complete. The work order description is automatically time stamped and includes the technician s NetID. You can mark the note private if you do not wish for the user to view the information you have included. Public notes are open to users. Please be sure to maintain professionalism in your documentation.

21 Manage and Scheduling Assigned Technician: Your name is the default in the Assigned Technician field. However, you can click the drop down arrow to select another technician. As a general rule, it is strongly recommended that tickets be referred to a group, such as Desktop, ESS, or MDG, rather than to an individual. This prevents tickets from being assigned to someone who is on vacation or tied up on a project. Expected Completion Date: Enter the Expected completion Date, if necessary. Classification There are two Classification types available Facilities or Technology. Select the appropriate type.

22 Click on the drop down arrow under subtype to select the appropriate subtype. Many reports pulled by administrators are based on the Sub type and Category fields; therefore, it is important that these are selected as accurately as possible. If the desired Subtype or Category does not exist,please to service to request the desired additions.

23 Tech Work Groups The Tech Work Groups field is used to enter the assigned group. Click on the drop down arrow to make a selection. The Tech Work Groups field allows administrators to pull reports on departments or teams within a department once the ticket has been assigned to an individual. For example, if a ticket is referred to the Desktop team and then assigned to Bob, the Tech Work Group is the field that labels Bob as working with the Desktop team. NOTE: Always verify that the Tech Work Group is labeled correctly so the reports will accurately reflect the work you and your team perform.

24 Contact Method The Contact Method field is used to enter the delivery of the issue. Click on the drop down arrow to make a selection. Lab/Classroom The Lab/Classroom field is used to enter the affected lab/classroom location. Click on the drop down arrow to make a selection.

25 Once all entries have been made, click on Save. You will be prompted to save your note entry. You will receive an additional prompt to save your work order. Take note of your new work order number. Here and here Double click on the ticket you wish to view. Working a Ticket

26 The ticket will populate in a new pop up window. To enter a new note, type the information in the note area. Remember to make note private if for technician viewing only. Users can view public notes.

27 Assignments When to use: if original technician still needs to own or monitor the ticket. If a ticket requires multiple technicians or actions, it may be best to add separate assignments to the parent ticket. If this is necessary, click on the Assignments tab. At the bottom of the tab, click the Add button to create a new assignment.

28 A new Assignment window will open. Enter the appropriate information for this assignment. The fields are the same as in Creating a Ticket. When you save the assignment, a new work order number will be created to identify this assignment.

29 Making a Ticket Copy When to use: if a ticket needs to handed over to different tech work groups or technician to handle some aspect of the request. After opening the ticket you wish to copy, click on the copy icon at the top of the toolbar. The Copy Work Order window will appear. Enter the number of copies desired. Click OK. The copied ticket will open with a new work order number.

30 Viewing User History Open desired ticket of requestor. Click on the Requestor and Asset Tab. Click on the + to view more.

31 Adding Attachments Open the desired ticket. Click on the Attachment tool icon. Make sure to include the use of attachments in the notes area. Closing a Ticket Click on the Resolution Tab

32 Select a resolution code. You can view all resolution codes in the table below: 1 Resolved issue When there is an issue that a technician took an action to fix. Please provide explanation in notes area. 2 Training When providing training or a set of instructions on how to perform a task. Please provide explanation in notes area. 3 Referred to proper department Enter resolution information in note field. Click Add Note. When the issues are not handled by Track-It technicians. Example: ADP_Help, Canon printer issues, Telecom. Please specify department in notes area. 4 Resolved by user User says that they found what they were doing wrong and the issue is now resolved 5 No user Response Several attempts to follow-up by phone and without a response 6 Spam Spam s coming to Service Desk or if someone is reporting Spam 7 Canceled When a ticket needs to be canceled per user's request or if there it not a required or applicable resolution. Please provide explanation in notes area. 8 FYI When an FYI is received and no further action or delegation is required. Click on Change status to Closed from the top menu bar.

33 A timestamp of closed action will appear in the following area:

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36 Additional Help Available Additional help is available by contacting the service desk. Telephone: (770) Website: