Improving End-User Support with the K1000 Help Desk/Service Desk Nathan Fluegel, Dell KACE Director of Education Brian Burchfiel, Dell KACE Engineer Gerald Gillespie, Dell KACE Kanadian
Agenda Key Service Desk Koncepts Queues vs. Categories User Labels vs. User Roles Ticket Rules What was new in 5.1? Processes Customization Options New Approval Option How to Improve Your Help Desk Customize your tickets layout (Reduce) Create common processes (Re-use) Use Queues for Specialized Workflows (Recycle?) Enable the System Ticket Rules 2
Key Service Desk Koncepts 3
Key Koncepts: Queues Queues are all of the details that can be included in and about tickets, including fields, values, layout and user access. Use additional queues when the data being collected or procedures of how tickets will be managed are significantly different. In some environments, the following queues would make sense, particularly if the teams managing tickets are completely distinct: IT Incidents Facilities Requests Purchasing Requisitions 4
Key Koncepts: Categories Categories define a subset of tickets within a queue and who should be responsible or notified about those tickets. Use categories to track what different sorts of issues your users are submitting and determine which ticket owner should be assigned. In a traditional ticket queue, these are fairly common categories: Hardware Networking Other Issues Software::Office Software::Adobe Telephony 5
Key Koncepts: What are User Labels? User labels are a method of tagging users manually or dynamically (using LDAP criteria) to indicate whether or not users should be able to access certain resources through the KBOX. User labels can be used to control access to knowledge base tickets and software library items. They are also the indicator as to which users may submit, manage or respond to tickets (for each queue). Common user labels include: IT Team Finance Dubuque Purchasing Approvers Engineers 6
Key Koncepts: What Are User Roles? Roles in the K1000 identify what privileges a user will have in the admin and/or user interfaces, in terms of which tabs and components are visible or accessible when they log in. Roles do not control access to service desk resources or the ability to manage specific ticket queues. Note: Any user will only have one role but may have multiple labels 7
Service Desk Roles 8
Service Desk Roles 9
Service Desk Roles 10
Key Koncepts: What Are Ticket Rules? Ticket Rules are advanced sets of conditions you can establish on a perqueue basis that identify tickets matching certain criteria and what actions you d like to take for those tickets. A ticket rule always has a SQL select statement to identify the set of tickets that rule is concerned with. Once you ve identified the correct tickets, you can do one of the following with those: Send a list of those tickets as an email Send an email about each matching ticket Add comments to each of the matching tickets Run a SQL update statement to make changes to the tickets directly in the database 11
Custom Ticket Rules SQL Query and Update Query Danger ahead Very powerful. IF Submitter = CEO THEN Priority set to High See forums at appdeploy.com for more fun examples. 12
Importing/Implementing Ticket Rules If you are given a kpkg Import using the Resources tab under Settings Chapter 6 of the documentation shows you how to import resources. Once it is imported it will be in your default queue. From the default queue ticket rule list you can move it to any queue. If you are given the raw components of a rule (query etc). Browse to http://kbox/adminui/ticket_rule_list.php?queue_id=1 If you have multiple queues then use the Right-hand side menu to choose which queue to select Choose to "Add Ticket Rule" from the left-hand side menu On the first "Define Ticket Rule" screen hit "next" button On the second "Define Ticket Rule" screen hit the "done" button Fill out the fields that are given to you from tech support 13
New Features in v5.1 14
New in 5.1: What are Processes? Processes are a template for a set of related tickets/incidents representing different pieces of a common workflow or set of tasks in your environment. A pre-established process can be kicked off by authorized users with fields as designed in the process. The multiple tickets in the process are all child tickets of the parent process ticket. Processes can include tickets in multiple different queues, allowing for different fields and options for different sections of the process. The design of a process includes conditional ticket creation. Tickets in later stages of the process will not be created until the previous stage s tickets have been closed. 15
A PROCESS 16
Processes 17
Processes 18
Processes 19
New in 5.1: Customization Options 20
New in 5.1: Change to Approval Version 5.1 includes one additional feature for approvals. It is now possible to require approval before opening a ticket. In conjunction with processes, you now have the ability to identify different named approvers for different steps in your set of chained tickets. 21
Help Desk Improve ments 22
Help Desk Improvements: Customize Your Ticket Layout (Reduce Clutter) Change field names and values Add custom fields Eliminate fields you don t need Each queue can be different 23
Help Desk Improvements: Create Common Processes (Re-Use Your Work) Create processes for common requests or tasks Easier to initiate than separate tickets Keeps relationship between the steps Each process can be restricted for only certain user labels Save time and energy! 24
Help Desk Improvements: Use Queues For Specialized Workflows (Recycle) Create some queues just for processing one or two specialized tasks. Finance approvals Purchase Orders Facilities Moves Since each queue can have unique fields and layout, this allows you to have specialized forms for these unique tasks. 25
Help Desk Improvements: Enable Appropriate System Ticket Rules Provides powerful ticket rules from a simple interface. Your Help Desk Team can focus on solving problems, not chasing users. 26
System Rules: Waiting Overdue 27
System Rules: Overdue Close 28
Email on Close This is an automated email. If you reply to this email, the ticket may be reopened. This Support Ticket has been closed due to one or more of the following reasons: We believe the issue has been resolved. It has been a while since we last heard from you. A bug or enhancement request has been submitted on your behalf. If you feel this case should be reopened or you have any questions regarding this ticket, please feel free to contact Technical Support. You can also check the status of your cases at support.<yourcompany>.com. To contact support, email support@<yourcompany>.com or call us at <phone number> option <X>. Thanks! Regards, Support Team 29
System Rules: Customer Responded 30
System Rules: Reopen Ticket 31
Questi ons? 32