Quick Reference Guide Customizing Help Desk Ticketing

Transcription

1 This guide will walk you through customizing your Help Desk and integrating your assets into it with enhanced filtering capabilities. Asset Restrictions and Auto Ticketing This page gives administrators the ability to restrict, at a user level, the ability to access assets by their classification and location. This enables you to configure where a user is responsible for a specific type of asset across all locations or is responsible for all assets at a specific location. Additionally you can configure auto ticketing rules so specific users are automatically assigned tickets for the classifications and locations they are assigned to. - Select Manage Users/Groups from the drop down and click the Site Manager Asset Classification Access tab Classification Access - Select a Site and Group at the top of the page to view/edit - Choose which users can view certain assets. By selecting a checkbox you are granting access to the user to view assets with that Classification. - By deselecting the box you are restricting access, meaning they will not be able to view assets with that classification. Location Access - To go a step further you can grant/restrict access to assets at a specific location. - If you deselect a box in this table the user will not be allowed to view any assets at that particular location. - This is a great way to customize a user s Asset Management dashboard so that he only views assets at his assigned location. Auto Ticketing Rules - Once the classifications and locations are designated for the user, the administrator can select the auto ticketing rules checkbox. Once selected, that user will now be assigned to tickets automatically when a ticket is created with the location they have access to and the Event Type with the Classification chosen. - Multiple users can be assigned to a ticket automatically. Note: When an asset is created or edited with a new location or classification, users in the administration groups automatically have access to view them. You can grant access to other users using the instructions above.

2 Event Type, Area and Definition The purpose of setting up Event Types is to help the staff report problems in a simple manner. This is a great way to solidify the terminology used between staff members to improve communication. - Select Administration from the drop down menu and click the Events tab. The interactive table at the top of the screen allows you to customize the drop down options for a user to choose from when creating a new ticket. When an Event Type, Area or Definition is added, it will appear in the table. - Choose Create New from the drop down under Event Type. Type in your desired Event Type and click save. - After creating the new Event Type choose it from the drop down menu if it does not already appear. - Now you can add an Event Area and Definition to the Event Type so that these options will appear when the user creates a new ticket. - By default the Days to resolve the ticket will be 1 day. You can change this if needed. - Make sure to save your changes. - After saving the changes you will see the new Event Type, Areas and Definitions in the table.

3 Asset Integration You can easily integrate Assets into the Help Desk by setting up advanced filtering that will prepopulate the assets that can be associated to a ticket. This allows the ticket creator to pick the asset the issue being reported is related to. This is a great way for asset service history to be recorded. The best way to integrate assets into your Help Desk is to make sure that one or more the following fields are filled in for every asset: 1. Classification This is the type of asset. Ex.) Desktop, Printer, Laptop. 2. Location This is typically a building within an organization. Ex.) North High School. 3. Room Number This can be a classroom number, conference room, etc. 4. Owner This can be done by adding an Active Directory user to the asset under the Owner Field. You can add non Active Directory users by typing in their windows login name. 5. Asset Number If an asset has an Asset Number, the user can type in that number to associate the asset it to the ticket.

4 Classifications A core part of integrating your asset database into your Help Desk is assigning Classifications to Event Types. Assigning a Classification to an Event Type will add an additional filter when creating a new ticket, making it easier for the ticket creator to find the asset they want to associate the ticket with. For example, if a users chooses an ipad Event Type when creating a ticket, all ipads should populate for them to choose from. This is made possible by assigning the classification you have designated to all of your ipads to the Event Type. - Select Administration from the drop down and click the Classifications tab. - Choose the Event Type you wish to edit from the drop down. - Click on the Classification(s) you wish to add under Available Classifications and click Move Right. - Your changes will be saved automatically. - Now when a ticket creator chooses that event type, all assets with the classification(s) assigned to it will appear in the Associated Asset list on the Create New Ticket Window. Note: Classifications can be assigned to more than one Event Type

5 Create New Ticket Screen Upon customizing the Help Desk and Integrating Assets, the Create New Ticket screen is ready for users to use and begin entering tickets. - The users can now go through the Create Ticket screen and enter in the information relevant to the issue being reported. - The Event Types, Areas and Definitions that you customized will now appear in the drop downs. - If you configured the Help Desk to integrate assets, the Associated Assets box will now populate assets relevant to the location, room number, customer (owner) and Event Type chosen. - The ticket creator can select the asset they wish to add to the ticket. - Users will automatically be assigned to the ticket if Auto Ticketing Rules were configured.

6 Self Service Portal After customizing the Help Desk your changes will be reflected in the Self Service Portal so end users can take advantage of the capabilities for creating a new ticket. They can easily select the Location from the drop down and then input a room number. They can pick the Event Type, Area and Definition the same way it appears in Site Manager. You can customize the Self Service Portal to use terminology commonly used in the organization. In this example we changed Event Type to What type of problem are you experiencing? When choosing an asset to associate with the ticket, the user can choose to filter assets by Location, room number, only their assets or they can select Asset Number and enter the asset number into the text box. Finally the ticket summary will populate the Event Type, Area and Definition the ticket creator selected. They can also input their name here and if they wish to receive a receipt of the ticket via they can enter their address.

7 Tracking Service History Once a ticket is created for an asset, a link to the ticket will be displayed on its detail screen This now enables you to view all open an closed tickets related to that asset so you can track the service history.