Assyst Quick Reference for BTS Volunteers & RCA s

Transcription

1 Assyst Quick Reference for BTS Volunteers & RCA s Logging On: Point your browser to and enter your NetID and password to Log In. Double click on the Assyst icon and when prompted enter the appropriate login information: Changing your SVD: If you are not normally assigned to the Help Desk, before logging BTS incidents, you need to change your SVD. This will ensure that incidents you log will appear in the Help Desk queue and not those of your normal team. 1. Select Change menu 2. Choose Change SVD and select Help Desk (if you don t have this option see Matt or Jessica) You can now log and update incidents in the Help Desk SVD. Initial Logging: To start a new incident, Ctrl-L OR click on light bulb icon 1. Enter NetID of individual and TAB (Tip: See Model Incident) 2. Enter Item they need help with 3. Verify or Enter Telephone # (get a Cell if possible) a. Be sure to enter any additional or corrected phone numbers within the Description field or they may be overlooked. 4. Verify or Enter Room and Building 5. Enter a description of the problem or request 6. Select an appropriate category based on that description 7. When done recording info, press Ctrl-S or File/Save to save the incident. 8. You can add additional notes to the Description field if needed, such as the name of the person who will be making the on-site visit, and Ctrl-S to save those changes, OR 9. Select Actions and choose Additional Information. Record the additional detail in the window provided and Ctrl-S or File/Save to save those changes. Updated 8/16/2011 Page 1

2 Assyst Sample: In order to record and save an incident the following fields MUST be completed: 1. User (NetID) 2. Tele (VERIFY IT IS THE # WE CAN REACH THEM AT) 3. Building (VERIFY IT S WHERE WE LL VISIT THEM) 4. Item 5. Category Press Tab to move from one field to the next and it will auto-complete other fields based on what you ve selected so far. Updated 8/16/2011 Page 2

3 Common ITEM s Description for use Windows 7 Question or problem related to using this OS Windows XP Professional Question or problem related to using this OS Windows Vista Ultimate Question or problem related to using this OS Word 2010 Question or problem related to MS Word 2010 NetID Individual Question related to their NetID. IF a problem with their password, use a category of Password Issue Google Apps ND Question or problem related to Google Apps for ND Google Mail Question or problem specific to Google Mail Service Question or problem related to Service If specific to an client Exchange ND Question or problem specific the Exchange service Net Registration Question or problem related to registering a device for use on the network ND-Secure Question or problem related to ND-Secure login ND-Guest Question or problem related to ND-Guest login Nomad Wireless Question or problem specific to Nomad (e.g. weak signal) XpressConnect Question or problem specific to the utility at connect.nd.edu VoIP Phone Question or problem specific to their VoIP Phone VoIP Voic Question or problem related to their VoIP Voic VoIP Service Question or request for additional VoIP Services Common CATEGORY S Advice/Consulting How Do I Damaged/Broken Error Message/BSOD Password Issue Req Quota Chg Referral Other Referral ESC Sec Event Sec Compromised Description for use They need our advice or a consultant to visit They re asking how to do something Bad jack, cable or other broken item They re getting an error message or Blue Screen of Death Need assistance with a password Requesting increase of , AFS or Netfile Quota Referred to another department, e.g. Service Dept., Registrar used when closing an incident will not send a survey invitation. Referred to Engineering & Science Computing group. Sends full incident details to ESC ticket system will not send a survey invitation. Situation that has the potential to affect the confidentiality, integrity or availability of University computer systems, networks or data. A more severe version of "SEC EVENT" such as where a password is compromised (e.g. phished), or a system is known to be infected with malware which has begun to cause unwanted operation. Updated 8/16/2011 Page 3

4 Sec Question An IT security question, such as How to use security software on the computer, explanation on strong password policy, etc. You can find additional Assyst documentation, including complete lists of available Items and Categories at Model Incidents: Model Incidents will auto-fill some fields depending which model incident is chosen to minimize typing and ensure consistent selections of Items and Categories for more accurate metrics. 1. To use a model incident, press Ctrl-L to start a new incident. 2. Enter the NetID of the customer and press tab 3. Press Ctrl-O to open the model incident window 4. Type BTS and click Search 5. Several model incidents created for common BTS calls have been created. Select the one you wish to use and press return or click OK. Some examples include: a. BTS Bad Jack b. BTS CATV c. BTS Inroom d. BTS Malware e. BTS Network f. Contact Method (marks as source) 6. Fields will auto-fill. 7. Add additional description information, and/or modify fields as needed. 8. Continue with normal incident creation process. Major Incidents: If there is a service outage or performance problem that results in numerous calls, full time Help Desk staff will create a Major Incident under their own name as contact. This will facilitate faster logging of repeat calls on the same issue. We can also then update and eventually close all of the linked incidents simultaneously. To log a repeat call under a major incident: 1. Select Window menu and choose Major Incident a. A list of major incidents will appear (may be more than one major incident active at any time) 2. Clicking on the + will display details about that incident. 3. Select the one that matches the call you want to log 4. Click Repeat Call button 5. Enter the caller s NetID and press Tab 6. Click Log Repeat 7. The new incident number will be displayed and can be provided to the customer 8. If you need to add additional details to the incident, retrieve it via event monitor (see below) and add appropriate Actions and further detail. Updated 8/16/2011 Page 4

5 To Print an Incident: 1. With the incident active that you wish to print, select File/Print, ensure Selected Events is checked and click OK. 2. Retrieve the output from your default printer. Help Desk workstations default to the HP printer at the front counter. 3. Note: Assyst prints to your default printer. If you wish to select a different printer, change your default selection within Windows first. Find an Incident Using Event Monitor: 1. Press Ctrl-M or select Incident/Event Monitor a. Note: If you ve not previously configured your preferred Column Profile, you ll want to do this first under Edit/Customize/Monitor Builder. See Pam or Denise for a recommended list of columns to display 2. Create a new event monitor query or select one that you ve previously created. 3. The parameters to view open or pending incidents or requests in Help Desk would include: a. Status check Open and Pending b. Assignment Assigned = Help Desk 4. All incidents and requests that are open or close pending in the Help Desk SVD will be displayed in the listing. 5. OR if you know the incident #, Press Ctrl-M, type the number in the Start Ref field and click OK. Update and Close an Incident: 1. Select the appropriate Event Monitor to locate the incident 2. Highlight or select the desired incident if multiple records appear in the list. 3. Click on the Actions button and select the relevant Action, e.g. Removed Spyware a. When updating or recording an incident for some type of hands-on assistance, please log the relevant Action of either i. Site Visited someone went on-site to resolve the issue ii. Brought In the customer brought the computer to us for assistance iii. Remote Control we used a remote control tool to resolve the issue b. Using these actions will enable us to generate statistics on the quantity of machines we touch during the BTS period. 4. In the Action Detail record textual comments, such as the quantity and names of spyware that were removed. 5. Ctrl-S or File/Save to save the Action. 6. If multiple action types have been performed, please record these separately for improved data we can report on. 7. You can record additional actions as needed as long as the incident is open. 8. To Close an event, select the incident in the event monitor if needed. 9. Select Actions/Close. 10. Enter relevant Action Detail notes Updated 8/16/2011 Page 5

6 11. Select a Cause Item (may be the same as the initial Item that was recorded when the case was logged, but choose the one that is closest to the service or component that was the root cause of the problem. 12. Select the Cause, which is a broad summary of the nature of the problem, such as Request Equipment Install 13. Ctrl-S or File/Save to save the Close Action. a. Note: The customer will receive a survey invitation within 5 minutes after you close the incident, so before doing so make sure the appropriate contacts have been made and they know the resolution. Assigning an Incident to Level 2 Support Groups Some requests or problems cannot be resolved within the Help Desk and will need to be assigned to other groups for action and follow-up. If you aren t sure if that is the case for a particular problem or don t know which group is responsible for a particular service, ask one of the full time Help Desk staff for instructions. Be sure to log what instruction you received and who told you (e.g. asked Pam who advised to assign to Storage). It is essential that we properly escalate incidents to the right group the first time to expedite follow-up to the customer. Some common groups that we escalate incidents and requests to include: Messaging issues related to Exchange , Listserv requests or delivery Storage issues related to AFS or Netfile or CorpFS. Note: They only handle quota increases for Netfile Data Center AFS Quota increases, Courseware Activations Student Concourse problems we can t resolve Network Jack activations, bad jacks, etc. Voice Services Phone questions, problems or requests that full time Help Desk staff cannot resolve Identity Mgmt Issues related to account management & passwords that we can t resolve DSS On-site support for the departments listed. These groups do NOT support students or personally-owned (e.g. home) computers. DSS Central Support for departments without a DSS contact and student issues the HD can t resolve. Learning Spaces Problems with Computer labs, Classrooms or Pharos Printers in labs or dorms Once you ve identified the appropriate 2 nd level SVD: 1. Use the Assign Internal action and enter the name of the desired SVD. 2. Leave the Assigned To field blank to ensure that all members of the department see the incident and can assume responsibility for it. 3. Enter appropriate description in the remarks field 4. Ctrl-S to save changes. Updated 8/16/2011 Page 6