FirstService Residential Service Desk Plus Support End User Training

Transcription

1 FirstService Residential Service Desk Plus Support End User Training

2 Creating Tickets in Service Desk Plus Finding solutions to common problems Differentiating between Service Requests and Reporting Issues Listing of the Required Fields to be filled out. Entering the correct Impact and Urgency levels. Tracking the progress and history of your requests.

3 Login to Service Desk Plus Go to On this screen you will login with the following credentials: Note: in the Log on to dropdown select FMP. User name: first name.last name (example: john.smith) Password: first initial last initial 123 last initial first initial (example: js123sj)

4 You should now be logged in. Note that there is a training video available that will help you learn more about how to use this service.

5 Finding a Solution to your Problem. In Some cases, you may be able to search through the database of previously submitted problems and solutions to find the solution to your issue, bypassing the need to submit a ticket to the Support Team. Use the Solutions tab to access this feature.

6 Finding a Solution to your Problem. Enter keywords describing your problem into the search field and click Search Solutions.

7 Finding a Solution to your Problem. The database will return previous problems / solutions for you to use to solve your problem. Choose the most relevant entry to see the details.

8 Finding a Solution to your Problem. In this case, the solution includes details about the problem as well as a downloadable attached document for further guidance.

9 Differentiating Between Requests and Incidents Report an Issue, You create an incident ticket for: Bugs with connect, if used. Break / Fix issues such as: Computer won t turn on. No network access Can t print Creating a Service Request, You submit a request for: Enhancement in functionality A gap in functionality A request to perform an action that would take you an inordinate amount of time. i.e. updating something for ALL properties in your market that we may be able to change in the database.

10 Creating a Report an Issue Ticket: On the Home screen, choose Report an Issue.

11 Report an Issue Templates Choose the Report an Issue Template Category that corresponds to the item you are addressing or choose New Incident or Issue if a template does not exist for your problem.

12 Creating a Service Request Ticket: On the Home screen, choose Create a new Service Request.

13 Service Request Templates Template Sub-Category Choose the Service Request Template Category and Template that corresponds to the item you are addressing. Choose Others if you have an issue that is not listed.

14 Common Required Fields for Tickets: Note that some templates may require different fields to be completed before submittal. If you have no information to complete a required field you may enter n/a for Not Applicable. While the Steps to Reproduce field is not required, detailing any steps that that lead up to the problem will allow the Support Team to deal with the ticket more quickly. Include the username / password and/or screenshots in this field when applicable. The Web URL field is also not always required but will help to process the ticket more quickly. Where applicable (working with websites or any Connect 4 issues for instance) copy and paste the web address where the problem occurs into this field.

15 Common Required Fields for Tickets: While the Category and Subcategory fields are not listed as required it is very important that you make a selection for these field so that the SupportDesk system knows to which team to assign the ticket. Choose the Category that describes what your problem is regarding.

16 Common Required Fields for Tickets: While the Category and Subcategory fields are not listed as required it is very important that you make a selection for these field so that the SupportDesk system knows to which team to assign the ticket. Choose the subcategory that describes what your problem is regarding.

17 Common required fields for tickets: Name of person who is reporting the issue. Describe the reasons for your Urgency level selection: - Provide detailed information about how this issue is preventing you and all others affected from performing your daily duties. - Provide all other details regarding why you chose the Urgency level.

18 Common required fields for tickets: Describe the reasons for your Impact level selection: - Provide detailed information about who this problem is affecting (which people / positions / communities). - Provide all other details regarding why you chose the Impact level.

19 Common required fields for tickets: Provide a Subject line describing the issue in a short and concise manner, as well as a Description of the problem you are encountering. The Description should include all pertinent details regarding this issue. You may paste copied images or screen captures into the Description field and you may also attach files to the ticket. Tip: In many cases it may be easier to first complete the Description field and then copy and paste the Urgency and Impact Details.

20 Submitting your ticket: Once all required and other important fields are completed, click the Add request button to submit the ticket. As your ticket is processed you will receive s from the Support Team either requesting more information or notifying you that the problem has been rectified. You may also check on the status of your requests by using the Requests tab on the home page.

21 Submitting your ticket: You will receive an confirming the receipt of your request and providing a request identification number for your ticket.

22 Entering the correct Impact and Urgency: levels Impact: Is the Effect upon FSR as a whole not just one operating company or property. Urgency: Is the need of with which you would like something resolved in relation to the impact upon your daily business. Low Impact: is equal to the affect upon 1-4 users or 1 property. Medium Impact: is equal to the affect upon 5 10 users, multiple properties or an entire operating company. High Impact: is equal to a complete outage affecting 10 users or more or multiple operating companies. Low Urgency: is equal to small daily business impact 1-4 users or one property. Medium Urgency: is equal to medium daily business impact 5-10 users or multiple properties. High Urgency: is equal to a large business impact, 10 or more users affected or the entire operating company.

23 Viewing the status of your requests You may see a list of all of your current and past requests by Accessing the Requests tab.

24 Viewing the status of your requests A list of all of your open requests and details regarding submittal and progress of each request will appear. Click the Subject of any request to see full details including the history of the request.

25 Viewing the status of your requests Below is a sample of the request details page.

26 Filtering and Searching Columns in the Requests tab When viewing your requests in the Requests tab the indicated icons allow you to search and filter columns. The icon circled will bring up the column list where you can add more columns to your view.

27 Questions: FSR National Support # Duane Reinke Regional Helpdesk Manager West duane.reinke@fsresidential.com Joshua Taglia Senior Technology Specialist joshua.taglia@fsresidential.com Preston Mendez Technology Specialist preston.mendez@fsresidential.com Steven Carpio Technology Specialist steven.carpio@fsresidental.com