Enterprise Support Solution. Remedy Help Desk. User s Guide

Enterprise Support Solution Remedy Help Desk User s Guide November 2004

This material is considered internal to the United States Department of Veterans Affairs and is not intended for commercial or other consumption. This document may not be copied in whole or in part without the prior written consent of the Department of Veterans Affairs, Veterans Health Administration. Remedy, the Remedy Corporation logo, Action Request System, AR System, and all other Remedy product or service names are registered or other trademarks of BMC Software, Inc., Houston, TX, USA. All other trademarks are the property of their respective owners.

Table Of Contents Preface.................................... vii Audience................................... vii Conventions Used in This Manual...................... viii 1 Introduction..................................1 About ESS...................................2 About the Remedy Help Desk Application...................2 Key Terms and Concepts............................3 2 Help Desk Console Basics..........................5 Accessing the Customer Console.......................6 Using the Customer Console..........................8 Application Links.............................9 Utilities..................................9 Personal Links............................. 10 Autofill Feature in Fields and Lists................... 10 Working with Table Data........................ 10 Spell Checker.............................. 11 Application Help............................ 11 Creating New Help Desk Requests..................... 12 Working with Existing Requests....................... 17 Viewing a List of Your Requests.................... 18 Searching for Help Desk Tickets.................... 18 Checking the Status of a Help Desk Ticket............... 21 Modifying Requests.......................... 24 Viewing and Printing Quick Reports.................. 25 Resolving Help Desk Tickets On Your Own.............. 27 Closing and Reopening Resolved Requests.............. 30 Completing Customer Satisfaction Surveys................. 31 Viewing Bulletin Board Announcements................... 32 Viewing Alerts in the Console........................ 33 Filtering Requests.............................. 34 Using Reminders............................... 35 Using Reports................................ 38 Using Subscriptions............................. 40 iii

Searching for People.............................42 Setting Personal Preferences........................43 3 ESS Coordinator Console.........................47 Accessing the ESS Coordinator Console................... 48 Using the ESS Coordinator Console.....................48 Managing People Profiles..........................49 Managing Locations.............................51 ESS Coordinator Console Views.......................52 4 Support Console.............................. 53 Accessing the Support Console.......................54 Using the Support Console..........................54 Support Console Views............................55 Working with Assigned Help Desk Tickets..................55 Working with Duplicate Help Desk Tickets..................59 Working with the Solutions Database....................61 Working with Related Items..........................62 Resolving Help Desk Tickets.........................66 Closing Help Desk Tickets..........................66 Creating Personal Notes...........................67 Creating Bulletin Board Announcements.................. 68 Working with Service Level Agreements...................69 A Report Types.................................71 Glossary...................................81 Index.....................................91 iv Table Of Contents

List of Procedures Accessing the Customer Console Through a Browser...7 Accessing the Customer Console Through Remedy User...6 Assigning a Help Desk Ticket...55 Closing a Help Desk Ticket...66 Closing a Resolved Request...30 Completing a Customer Satisfaction Survey...31 Creating a Bulletin Board Announcement...69 Creating a New Help Desk Request...12 Creating a New Requester Record...49 Creating a Reminder...35 Creating, Viewing, and Modifying Personal Notes...67 Deleting an Existing Reminder...38 Deleting Old Alerts Automatically...46 Filtering Requests...34 Generating a Report...38 Logging Activity for an Assigned Help Desk Ticket...56 Modifying a Request...24 Modifying a Requester Record...51 Modifying Location Information...51 Modifying Your Notification and Contact Information...43 Printing a Quick Report for a Request...26 Printing Table Data...11 Referencing an External Ticket...59 Referring a Help Desk Ticket Between Tier 2 and Tier 3 Support...58 Relating a New Help Desk Ticket to an Existing Ticket...63 Relating an Existing Help Desk Ticket to Another Ticket...64 Removing a Related Ticket...65 Removing Duplicate Status from a Ticket...61 Reopening a Resolved Request...31 Resolving a Help Desk Ticket...66 Resolving a Problem by Using Commercial Knowledge Base...27 Resolving a Problem by Using VA Corporate Solutions...29 Searching for a Person or Group Record...42 Searching for Help Desk Tickets...20 Setting New Request and Search for Request Action Preferences...44 Setting the Default Console View and Refresh Rate...45 v

Sorting Table Data... 11 Specifying a Report File Path... 46 Specifying Duplicate Tickets... 60 Subscribing to Tickets... 40 Updating Table Data... 10 Using the Solutions Database as Support... 62 Viewing a Bulletin Board Announcement... 32 Viewing a Quick Report for a Request... 25 Viewing an Alert in the Console... 33 Viewing and Modifying an Existing Reminder... 37 Viewing Related Help Desk Tickets... 63 Viewing SLAs for a Help Desk Ticket... 70 vi List of Procedures

Preface This guide describes how to use the Remedy Help Desk application as customized and deployed for the Veterans Health Administration (VHA) in 2004. Remedy Help Desk is one of four Remedy IT Service Management applications. The others are Remedy Asset Management, Remedy Change Management, and Remedy Service Level Agreements. This suite of Remedy products provides information technology (IT) support organizations with the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records. Currently, only Help Desk is implemented in VHA. Change Management, Asset Management, and Service Level Agreements are planned for future implementations, however, be aware that references to these products are present in the current deployment of the software and this documentation. Audience This document is intended for users of the Remedy Help Desk application (with the exception of customers within OI who use the Requester Console). This includes the requesters who use Remedy Help Desk to request assistance or services, the IT professionals who use Remedy Help Desk to respond to those requests, and the managers who oversee the operations of the IT organization. More specifically, IT professionals include: Support staff, who use the application to create new requests for help or services. Service providers and managers, who use the application to resolve help desk cases and change requests; create asset records; and view relationships among help desk cases, change requests, and asset records in a networked environment. Managers, who monitor the daily operations of the IT organization, and use the application to track service provider performance related to resolution of help desk cases, and manage requests that are escalated or otherwise require management action. The Management Console for Remedy Help Desk is not used at this time. It is assumed that you are familiar with the Remedy User client tool. Preface vii

Conventions Used in This Manual bold italic blue courier <italic courier> bold courier Indicates a new or important term. Example: request Used for emphasis. Example: All users will have access. Indicates a hyperlinked cross-reference (in text, not headings) that you can click to navigate to the referenced topic when viewing this guide online. Indicates computer output and names of various infrastructure components (such as files, directories, machines, and data structures). Example: C:\temp\ Indicates a variable directory, file name, or string that users replace with the actual directory, file name, or string. Example: <installation directory> Indicates data to be entered by the user. Example: Type <installation directory>/etc/ar. Indicates a series of menu selections. Example: Choose File Import Format. Used in the left margin to indicate a step-by-step procedure. viii Preface

1 Introduction Chapter The following topics introduce you to Enterprise Support Solution (ESS) and the Remedy Help Desk application: About ESS About the Remedy Help Desk Application Key Terms and Concepts 1

About ESS ESS is an acronym for Enterprise Support Solution, the national system for help desk and IT service request management created for the Office of Information (OI) in support of VHA customers. The overriding goal for implementing ESS is to improve customer service by providing: OI staff with tools that enable them to be more proactive in the delivery of IT support. Customers with self-help tools for faster and easier problem resolution. ESS is based on commercial applications that have been adapted for VHA and that tightly integrate to form a seamless system. The help desk and IT service request component of ESS is contained within the customized version of Remedy Help Desk described in this document. The call management component of ESS is based on a call management solution by Apropos Technology. Apropos provides the link between the phone system and Remedy Help Desk to provide the ability to intelligently route and distribute phone calls, e-mails, Web contacts, and so on, that come in to ESS. With Apropos and Remedy applications as the foundation, ESS is a system that is not only scalable and adaptable, but also compatible with existing systems. It supports integration to a number of third-party products, and it interfaces with VistA applications and databases. About the Remedy Help Desk Application Problem resolution aids in Remedy Help Desk provide OI staff and customers with tools for identifying existing common problems, managing duplicate or related items, determining root causes, correctly categorizing problems, and finding solutions. The solutions database in Remedy Help Desk encourages self-help by providing: A mechanism to capture corporate knowledge in a repository of validated solutions. A commercial knowledge base that contains solutions to common desktop and network problems. Service level management is an important feature in Remedy Help Desk that enables service providers to monitor, measure, and report on established service levels. It can also automatically notify service providers of actions needed to meet agreed-to performance goals. Remedy Help Desk has a variety of notification mechanisms (such as email, pager, and system alerts) to ensure that service providers and customers are notified of various events or actions. Users can choose from email or Remedy Alert as their preferred notification method. In addition to standard notifications, users have the ability to subscribe, unsubscribe, or invite others to subscribe to notifications based on ticket number, categorization, or patient safety issues. Remedy Help Desk offers a variety of searching and reporting options from predefined searches and reports that can be created by the application administrator to custom searches that can be created by the user, saved for later use, and combined with reports. Remedy Help Desk has over 100 predefined 2 Chapter 1 Introduction

reports that supply the metrics typically used by help desks and support centers. It interfaces with common commercial applications (such as Word and Excel) and report writers (such as Crystal Reports) to provide additional reporting capabilities. Key Terms and Concepts There are important terms and concepts used in relation to the Remedy Help Desk application that you should be aware of. While some terms may be familiar, they may have a slightly different meaning within ESS. Customer Anyone who has a service request. Requester A person who needs support and for whom a service request is logged. Submitter The person who actually logs the service request. The submitter may or may not be the requester you can log a ticket for yourself or another. Service provider An organizational unit, group, or individual responsible for the delivery of IT services and support. The term service provider may be used interchangeably with support provider, support specialist, or support staff. Tier 0 The first level of service provider functions, which is to collect and/or confirm customer and service request information in order to create, prioritize, and assign tickets to appropriate service providers for resolution. Tier 1 The second level of service provider functions, which includes problem screening, definition, and resolution. Service requests that cannot be resolved at this level in a set period of time are elevated to appropriate service providers at the Tier 2 level. Tier 2 The third level of service provider functions, which consists primarily of problem identification, diagnosis, and resolution. Service requests that cannot be resolved at the Tier 2 level are typically referred to Tier 3 for resolution. Tier 3 The highest level of support. Problem resolution and defect management functions performed at this level usually require specialized knowledge. Service request A request for service. This term is used interchangeably with the term request or support request. OI service requests are most often related to IT support. If someone reports a problem, requests information or that a service be performed (such as a software installation or hardware upgrade), or asks a question related to any area of support, those would constitute service requests. Case A term for service request used within the Remedy Help Desk application. Ticket The database record of a service request in the Remedy Help Desk application. While there can be different kinds of service requests, the necessary information about the request must be collected and entered into the application. This is often called logging a ticket. Tickets can be created by Key Terms and Concepts 3

customers who have access to the Remedy Help Desk application or by the VHA National Help Desk on the customer s behalf. After a ticket is created, it is used to obtain needed assistance, track the status and who is responsible for working the ticket, and maintain a work log of the actions taken and progress made on resolving the service request, including whether the ultimate resolution satisfactorily met the needs of the customer. Console The primary interface for the Remedy Help Desk application. A customized console designed for each specific role serves as a control panel from which users can perform their tasks. The primary consoles are: Requester Console Has a simple design and limited use in VHA OI. It is primarily used by administrative and nonsupport staff, typically to log desktop service requests. The Requester Console is not covered in this guide. Customer Console Is designed for use by field customers in VA. It includes functionality and privileges necessary to create and modify tickets; follow ticket progress, status, and resolution; manage alerts; view solutions; and so on. ESS Coordinator Console Is designed for ESS Coordinators at VISNs and VA medical facilities. It is very similar to the Customer Console, but it has additional functionality and privileges for maintaining local user and facility information. Support Console Is used by VA IT service providers (including development and implementation staff) to work tickets, maintain solutions and perform other support-related functions. IT Service Management Console Is designed for IT support managers, though not currently in use in the VHA implementation of Remedy. It contains the same functionality as the Support Console, as well as additional options and privileges for managing support. The next chapter covers the Customer Console in detail and provides basic procedures for the application that also apply to the ESS Coordinator and Support consoles. If you are an ESS Coordinator or Support, there is additional information for your specific console in ESS Coordinator Console on page 47 or Support Console on page 53. 4 Chapter 1 Introduction

2 Help Desk Console Basics Chapter The Remedy Help Desk application is accessed through the Remedy IT Service Management Console that has been customized for your specific user role. This chapter covers the basic tasks you can perform through the Customer Console, but much of the information also applies to the ESS Coordinator and Support consoles. Regardless of your role, familiarize yourself with the material in this chapter, which includes the following topics: Accessing the Customer Console Using the Customer Console Creating New Help Desk Requests Working with Existing Requests Completing Customer Satisfaction Surveys Viewing Bulletin Board Announcements Viewing Alerts in the Console Filtering Requests Using Reminders Using Reports Using Subscriptions Searching for People Setting Personal Preferences Note The Management Console is not in use at this time. The Change Management and Asset Management applications are not implemented, but are planned for future implementation. Any references to these applications are included for information purposes only. 5

Accessing the Customer Console You can access the Customer Console (or the ESS Coordinator and Support consoles) through the Remedy User client tool or through a web browser. Use the following procedures. Note Contact the VHA National Help Desk to determine if the web interface has been deployed. Local VISN and IRM management determine which field staff are granted access to Remedy Help Desk. Access is not determined by the OI, VHA National Help Desk, nor ESS Support Team members. VISN and facility-level ESS Coordinators, on behalf of their management, communicate to the ESS Support Team which local staff may have access to Remedy Help Desk. If you do not have access, contact your local ESS Coordinator; if you are unsure who your coordinator is, contact the VHA National Help Desk. Accessing the Customer Console Through Remedy User In this procedure, you create a desktop shortcut for the console. You can then use the shortcut for all future access to the application. 1. In Windows, choose Start All Programs Action Request System Remedy User. 2. In the Remedy User Login window, enter your user name. Your user name is your network login name in all upper case, for example, VHAISTSMITHM. 3. Enter your password. Passwords are case sensitive. 4. Click OK. The Remedy User window is displayed as shown in Figure 2-1. Open icon Figure 2-1 Remedy User Window 6 Chapter 2 Help Desk Console Basics

5. Click the Open icon in the toolbar (below the View menu). The Object List dialog box is displayed. You can also choose File Open Object List. 6. On the All tab, create a desktop shortcut for the console: a. Right-click on the Remedy Customer application. b. Choose Create Shortcut New Form. c. Specify a location for the shortcut. 7. Close the Remedy User client. 8. Open the shortcut you created. Use this shortcut for all future access to the application. 9. Enter your login information. The Customer Console is displayed as shown in Figure 2-2 on page 8. Accessing the Customer Console Through a Browser Be aware of the following differences when using a browser instead of the Remedy User client tool: Your session is subject to a 90-minute timeout. Performance may be slower. There is no toolbar. You cannot access reports or field-level help. You cannot open an item in a table by double-clicking it; you must use the View button. When a search returns multiple items, the results list appears at the bottom of the window instead of the top. Some buttons appear as links. 1. Open a browser window. 2. Open the following location: http://<web server name>/arsys/apps/ en/<remedy server name>/webremedyhd/start.jsp. You must substitute the actual server names for <web server name> and <Remedy server name>. The Login screen is displayed. Note If you do not know the name of your web or Remedy server, contact the VHA National Help Desk. To bookmark this login page, you must alter the properties of the bookmark in order for it to work properly. In Internet Explorer, right-click on the bookmark, choose Properties, and enter the proper address in the URL field on the Web Document tab. 3. Enter your user name. Your user name is your network login name in all capital letters, for example, VHAISTSMITHM. Accessing the Customer Console 7

4. Enter your password. Passwords are case sensitive. 5. Click Login. A new page prompts you to select a console. 6. Click the Customer Console link. The Customer Console is displayed. See Figure 2-2 on page 8 for a depiction of the Customer Console (all figures in this document refer to the Remedy User client tool, but the window content is the same although cosmetic differences exist when a web browser is used). Using the Customer Console When you access the Customer Console, shown in Figure 2-2, your unresolved requests are shown in the My Requests table. You can change the data displayed in the table by using the Customer Console View field. You can view details of a selected request by clicking View (or you can double-click the list item). Figure 2-2 Customer Console 8 Chapter 2 Help Desk Console Basics

Below the list of requests is a section that contains a series of tabs: Alerts Contains a list of notifications that relate to specific requests. See Viewing Alerts in the Console on page 33 for more information. Bulletin Board Contains a list of announcements of general interest. See Viewing Bulletin Board Announcements on page 32 for more information. Filtering Enables you to view requests based on criteria that you specify. You can activate the Filtering tab by clicking Enable Filtering. See Filtering Requests on page 34 for more information. The console also includes three different categories of user links on the left side that enable you to access and use the various components of the Help Desk application. Application Links The following primary, request-related commands are listed under the Application Links heading: New Request Enables you to submit a new help desk ticket. For more information, see Creating New Help Desk Requests on page 12. Search for Request Enables you to search for a specific help desk ticket. For more information, see Searching for Help Desk Tickets on page 18. Utilities The following Utilities links provide various tools for you: HD Quick Query Enables you to quickly search for a specific help desk ticket by using limited criteria. For more information, see Searching for Help Desk Tickets on page 18. Solutions Database Enables you to search for (and submit, if you are a service provider) solutions to common problems. For more information, see Resolving Help Desk Tickets On Your Own on page 27. Subscriptions Enables you to monitor specific or various types of requests based on criteria you specify. For more information, see Using Subscriptions on page 40. Reports Enables you to access predefined reports or create custom reports. For more information, see Using Reports on page 38. Manage Profile Enables you to modify your personal information used by the application. For more information, see Modifying Your Notification and Contact Information on page 43. People Search Enables you to access the personal information of other people in the organization. For more information, see Searching for People on page 42. Application Links 9

Personal Links You can access personal information through the following Personal Links: Surveys Enables you to communicate your level of satisfaction with the resolution of a specific help desk ticket. For more information, see Completing Customer Satisfaction Surveys on page 31. Reminders Enables you to view and create time-based notifications. For more information, see Using Reminders on page 35. Preferences Enables you to modify your personal preferences for how the application behaves. For more information, see Setting Personal Preferences on page 43. Help Enables you to access online help topics and procedures for the application. Autofill Feature in Fields and Lists When a plus sign (+) is included in a field label in a form, you can search the database for appropriate values for the field by typing part of the information and pressing Enter. If an exact match is found in the database, the system automatically populates the appropriate fields. If a selection list appears, you can double-click the selection you want to enter into the field. Using the autofill feature in fields and lists is faster, more consistent, and more accurate than typing the information yourself. Working with Table Data The Remedy Help Desk application contains tables that display data for requests. For example, in the Customer Console, tables list your current requests and bulletin board announcements. Within forms, additional tables provide information such as possible solutions and person or group information. Search dialog boxes also include tables that display search results. Updating Table Data You can retrieve the latest data in a table by using the following methods: Click the Refresh button below the table. The latest data is loaded into the table. Right-click anywhere in the table, and choose an option from the menu: Refresh Table Loads the latest data into the table. The administrator can set a limit on how many records are loaded into the table. The status bar of the main window indicates how many records are loaded. Refresh All in Table Loads all the latest data into the table and overrides any limitations the administrator may have set on how many records can be returned. If a large number of records is returned, your server s performance may be slower. Clear Table Removes the table data. To view any new data, click in the table. 10 Chapter 2 Help Desk Console Basics

You can also set an automatic refresh rate; see Setting the Default Console View and Refresh Rate on page 45. Sorting Table Data You can specify which set of data determines the sort order of items displayed in a table by using this procedure. For example, you can sort a list of requests according to the Status of the requests. 1. Click the header of the column by which you want to sort the table. The list of items is ordered within that column. 2. To reverse the sort order within that column, click the column header again. You can also change the size of a column as necessary by clicking and dragging the appropriate border in the header. Printing Table Data You can print the data in a table by using this procedure. 1. Right-click in the table. 2. From the context menu that appears, choose Print Table. The Print dialog box appears. 3. Enter the printing specifications. 4. Click OK. A list of all items in the table is printed, including those that are not in view. Spell Checker The Remedy Help Desk application includes a spell check feature. You can check the spelling of text you enter in the Work Log, Description, Resolution, and Solution Details fields by clicking the appropriate Spell Check button. You must have the Microsoft Word spell checker installed on your computer to use this feature. Application Help Remedy Help Desk includes two different types of application help: An online help system based on the topics in this guide is available by clicking the Help link in the lower-left corner of any console window. (The help system available by pressing F1 or choosing Help Contents and Index pertains to either the Remedy User tool or web browser itself, not the Remedy Help Desk application.) Field-level help text provides information about the data for a selected field (such as the field type, character length, acceptable values, and query type). You can access field-level help by choosing Help What s This? and clicking the field that you want more information about. Spell Checker 11

Creating New Help Desk Requests Requesters who need support can contact the VHA National Help Desk or submit a request directly into the Help Desk application. Use the following procedure to create a help desk ticket from the console. Creating a New Help Desk Request This procedure does not cover every field in the form. Required fields are labelled with boldface text and an asterisk (*). You can also enter data in other fields. If the field is grayed out, you do not have write access to that field and cannot modify it. You can also create a new request from an existing one by opening a ticket with data similar to the one you want to create and choosing Edit Copy to New. All data except for attachments and diary fields (such as the Work Log) is copied to a new Help Desk form. 1. In the console, click the New Request link. The Select Request Type window is displayed. 2. Select the desired help desk interface: To use a short version of the Help Desk form with essential information only, click the Help Desk - Minimal link. To use the full Help Desk form, click the Help Desk - Full link. The form type you select is displayed. The Help Desk Minimal Submit form is shown in Figure 2-3. The full Help Desk form is shown in Figure 2-4. 12 Chapter 2 Help Desk Console Basics

Figure 2-3 Help Desk Minimal Submit Form Creating New Help Desk Requests 13

Figure 2-4 Full Help Desk Form 3. From the Category list, select a category for the problem. The Type list is populated with options appropriate for your selected category. Note If you know the support group that would handle your request but not the specific Category, Type, and Item data that applies to the group, you can click the C/T/I Reverse Lookup link at the bottom of the window to open the Assignment Reverse Lookup dialog box. This enables you to select the appropriate group name and obtain a list of appropriate Category, Type, and Item combinations. Select the desired combination, and click Return C/T/I to enter this data in the appropriate fields. If you do not know the specific C/T/I combination nor the correct support group for your request, you can select Default for the Category, Type, and Item fields. The VHA National Help Desk will then categorize the request for you. 14 Chapter 2 Help Desk Console Basics

The Importance of Categorization Categorization (or ticket categorization) is used in Remedy Help Desk for identifying and defining a service request by breaking it down into a range of categories, from broad to very specific. Categorization is important because it is at the core of much of the work done in the application. It is used for ticket routing and assignment to the appropriate service provider groups and individuals. By properly categorizing service requests, tickets can be routed to the group or individual who can resolve the request and minimize wasted time. Ticket categorization facilitates the production of meaningful reports used to assess workload and manage staff resource distribution. Each ticket entered in Remedy Help Desk must have a category, type, and item defined. Service providers not customers have the responsibility for correctly categorizing tickets. A tiered approach to categorization is used, starting with category, then type, then item (or C/T/I). Category is the broadest, most general, level of categorization. Type is the next broadest level. Types available for selection on a particular ticket are determined by the category assigned to that ticket. Item is the narrowest required level of categorization. Item selections available are determined by the type assigned to a ticket. Three additional levels of categorization item component, item subcomponent, and item sub-subcomponent are provided to enable further specificity at the item level, however, they are not required. 4. From the Type list, select the type of service request. The Item list is populated with options appropriate for your selected type. 5. From the Item list, select the item associated with the service request. 6. From the Summary list, select a predefined summary, or enter your own brief summary in the field. The summary should contain a concise description of the service request. You can also click the ellipses (...) button to open a text editor window for you to enter your summary. Warning If you use a predefined summary, be aware that the Category, Type, and Item data will be changed to match the summary you select. Also, a matching description will be entered into the Description field; any description you already entered is retained, but it appears after the predefined description. If you are using the full Help Desk form, you can then check the Solutions tab for available solutions. If a listed solution appears to meet your needs, you can use that solution to resolve the problem yourself. For more information, see Resolving Help Desk Tickets On Your Own on page 27. 7. If you are using the minimal Help Desk form, enter a detailed description of the service request in the Description field. If you are using the full Help Desk form, you can also enter a detailed description of your service request in the Description field on the General tab. If you do not, Creating New Help Desk Requests 15

the information you enter in the Summary field is automatically entered in the Description field. 8. If you are an ESS Coordinator or Support, specify the name of the requester by one of the following methods: In the Login Name field, enter the network login name of the requester, and press Enter. In the Name field, enter the name of the requester, and press Enter. If you are using the full Help Desk form, these fields are located on the Requester Information tab. If the requester has already been entered into the People database, the Login Name, Name, Phone, Region, Site, Department, and Office fields are automatically populated with the appropriate data after you press Enter. If you enter a partial or nonunique name, the Search People dialog box is displayed with potential matches listed in the Search Results table. You can select a person and click OK to enter that person s data in the form, or you can search the database for additional person records. For more information, see Searching for People on page 42. If you cannot find the person, they might not have been entered in the database. A record for the person can be created by an ESS Coordinator or service provider. You can contact the VHA National Help Desk to request that the new person be added, or you can enter the request in Remedy Help Desk. For more information about the People database, see Managing People Profiles on page 49. 9. Optionally, select a case type for the request from the Case Type list. If you are using the full Help Desk form, this field is located on the General tab. The different Case Type field values are defined as follows: Incident A general indication of a condition that needs attention. Question A case that involves a question. For example, a user might need to know the name of a print server. Request A case that involves a request for service. For example, a user s computer might not have enough memory. Problem A case that involves an issue that a service provider must resolve. By default, every new case is classified as a Problem. 10. Optionally, select the source of the request from the Source list. If you are using the full Help Desk form, this field is located on the General tab. The different Source field values are defined as follows: Phone The requester phoned the VHA National Help Desk directly. Requester The requester submitted the ticket from the Remedy Help Desk application. This is the default value. Email The requester submitted the ticket by email to the VHA National Help Desk. Web The requester submitted the ticket through the web. NMP The ticket originated from a network management program, for example, NetIQ. 16 Chapter 2 Help Desk Console Basics

11. Optionally, if you are using the full Help Desk form, specify the urgency of the request by using the Urgency list on the General tab. Your options are Low (default), Medium, High, and Urgent. This selection should be based on the perceived urgency of the requester. Note For an urgent case, you must contact the VHA National Help Desk to ensure an immediate response. 12. If you have any attachments to include with the request, right-click in the Attachments table, choose Add, and specify the file. You can include up to three attachments for a total of 5 MB. 13. If the issue prompting the request might potentially impact patient safety, select Potential from the Patient Safety Flag list. You are then prompted to enter the reasons why this issue may impact patient safety in the Patient Safety Justification dialog box. Enter your answers to each question in the appropriate line, and click Save + Close. You can view or edit the Patient Safety Justification information by clicking the diary field icon. 14. To submit this request and enter another, click Save. If you are finished entering help desk requests in the Minimal Help Desk form, you can also click Save + Close. To close the form without submitting your data for both form types, click Close. If you saved the request, a message is displayed that specifies the individual or group from the service provider who is assigned to the request. 15. Click OK to dismiss the message. Another message reports that the request has been submitted, and it specifies the request ID for the help desk ticket. You do not need to note the HD prefix or the leading zeros. 16. Click OK to dismiss the message. Working with Existing Requests When working with requests, you can perform the following tasks: View a list of your requests Search for requests Check the status of a request Modify a request Print a quick report of the data for a request Resolve a help desk request Close or reopen resolved help desk requests These topics are covered in the following sections. Working with Existing Requests 17

Viewing a List of Your Requests All the requests that you have submitted also referred to as tickets are displayed as a list in the My Requests table in the Customer Console as shown in Figure 2-5. Figure 2-5 My Requests Table You can manage the information displayed in the My Requests table in several ways: To change how the list of requests is sorted, click the table heading that corresponds to the criteria by which you want to sort. Click the heading a second time to reverse the current order. To change the type of data displayed in the table, select a different view from the Customer Console View field below the table. You can set a specific view type as your default view by modifying your preferences; see Setting the Default Console View and Refresh Rate on page 45 for more information. To retrieve the latest entries from the database, click Refresh below the table. To retrieve help desk tickets based on criteria that you specify, enable the Filtering tab; see Filtering Requests on page 34 for more information. Note In the My Requests table, the Dup column refers to the duplicate status of the ticket. An uppercase O indicates an original ticket, while a lowercase d indicates a duplicate ticket. You can also retrieve requests in a window separate from the console and My Requests list. This method is covered in the following section. Searching for Help Desk Tickets You can search for help desk tickets in several different ways. This section covers use of the Help Desk form to obtain a results window separate from the console and My Requests list. For information about using the Filtering tab to search for requests (which are displayed in the My Requests table of the console), see Filtering Requests on page 34. 18 Chapter 2 Help Desk Console Basics

You enter search criteria in the Help Desk form, in either the full form or the quick query version, and specific tickets that match the data you specify are retrieved and displayed in a results list with details as shown in Figure 2-6. Figure 2-6 Search Results with Details The details in the lower portion of the window are displayed in the full Help Desk form regardless of which search form you use. The Help Desk Quick Query form is a simplified version of the full Help Desk form designed to enable you to specify search criteria such as date ranges more easily. If you use the Help Desk Quick Query form, shown in Figure 2-7, you can switch to the full version by clicking the Open Help Desk Search button. Searching for Help Desk Tickets 19

Figure 2-7 Help Desk Quick Query Form Searching for Help Desk Tickets 1. In the console, click the Search for Request link. You are prompted to select a search type. Your options are Help Desk Case, Change Request, and HD Quick Query. You can also access the Help Desk Quick Query form directly by clicking the link in the console. 2. Select the type of search. The appropriate search form is displayed. 3. Enter data that matches the type of help desk tickets for which you are looking. For example, to find a specific ticket, you can enter the case ID (also known as the request ID) in the Case ID field of the full Help Desk form, and press Enter (which will invoke the search through the autofill feature without having to click the Search button). You do not have to enter prefixes or leading zeros for the Case ID (that is, you can enter 23467 instead of HD000023467). Note If you are using the Help Desk Quick Query form, do not use F3 or Ctrl+E to clear the fields and enter new search criteria. Instead, use the Reset Form button at the bottom of the form. You can also enter complex criteria for your search by choosing View Advanced Search Bar to display a row of operator buttons, a Search Criteria field, and a Fields selection list at the bottom of the form. For detailed information 20 Chapter 2 Help Desk Console Basics

about using the advanced search bar, see the Remedy User help by choosing Help Contents and Index. Using Keywords You can specify a keyword for individual help desk cases so that you can easily search for them later. The Keyword field (located below the Escalated field) will accommodate a descriptive text string up to 69 characters. After you have saved a keyword string for a ticket, enter any portion of that text in the Keyword field of the full help desk search form, and click Search to display matching tickets. 4. Click the Search button. If any entries match your search criteria, the results are displayed in a new window, and the number of entries found is displayed in the status bar. If you select an entry in the results list in the upper pane of the window, the details of the entry are then displayed in the lower pane. If you receive a message stating that the query matched too many entries, specify more criteria to narrow your search parameters. If you receive a message stating that there are no matching entries, try widening your search parameters by specifying fewer search criteria. To create a new ticket based on an existing one, you can choose Edit Copy to New. All information except for attachments and diary fields (such as the Work Log) is copied into a new Help Desk form. You can save your searches in the following ways: To save your search as a menu item, choose Actions Save Search, and enter a name for the search. You can then run the search by choosing Actions My Searches <search name>. To save your search as a desktop shortcut, choose File Send Search Desktop, and specify a location. You can then run the search by double-clicking the shortcut. To send your search to another person through email, choose File Send Search Mail Recipient, and the search shortcut is attached to a new email for you to specify an address. Checking the Status of a Help Desk Ticket The My Requests table in the Customer Console shows the status of each request listed. To view additional details about the request, select it, and click View (or double-click the item). The appropriate form is displayed with the details of the request as shown in Figure 2-8. Checking the Status of a Help Desk Ticket 21

Figure 2-8 Help Desk Ticket You can view status details and other information for the request: The top region of the request form shows categorization information, case ID, status, escalation information, patient safety information, and a brief summary of the issue. The different Status field values are defined in Table 2-1. Table 2-1 Status Assigned Cancelled Closed New Pending Status Field Value Definitions Definition The ticket has been assigned to a group or individual. Assistance is no longer required. (To cancel a request, you must contact the VHA National Help Desk.) The ticket is closed and cannot be reopened. Usually the resolution of the issue has been confirmed, but it might have been closed automatically. The ticket is new and yet to be assigned. The service provider is awaiting information or action from another source (other than the assigned service provider). The Tier 2 SLA escalation process is stopped, in essence placing the ticket on hold. 22 Chapter 2 Help Desk Console Basics

Table 2-1 Status Resolved Status Field Value Definitions (Continued) Definition A resolution of the issue has been identified but not confirmed. Work In Progress The assigned service provider is actively pursuing a resolution to the issue. The General tab displays basic information about the request, including the case type, priority, and a detailed description. Any attachments or external help desk tickets associated with the request are also shown. The different Priority field values are defined in Table 2-2. Table 2-2 Priority Urgent High Medium Low Priority Field Value Definitions Definition Resources, services, or critical applications (such as computer systems or LAN/WAN) at one or more facilities are down or unavailable. Patient care is jeopardized, or facility mission or operations are severely impaired. Resources, services, or major applications (such as computer systems or LAN/WAN) at one or more facilities are impaired or unavailable. Patient care is not jeopardized, but facility mission or operations are impaired, although not severely. Patient care and facility mission or operations are not impacted, but timely resolution is required. Patient care and facility mission or operations are not impacted, and the issue can be addressed as resources are available. The Activity tab shows the progress made by service providers in resolving the issue. The Requester Information tab displays data about the requester, alternate contact information, and a list of associated help desk tickets. The Requester Information tab also includes the Requester s Assets table, which lists any assets used by the requester. If an asset is listed, you can view it by clicking the View button below the table. The Duplicates tab enables service providers to retrieve and associate tickets that might have resulted from the same issue as the current ticket. See Working with Duplicate Help Desk Tickets on page 59 for more information. The Solutions tab documents the resolution of the service request. You can access the Solutions database from this tab; for more information about the Solutions database, see Resolving Help Desk Tickets On Your Own on page 27. The SLAs tab displays any service level agreements associated with the request. Service level agreements provide a way for service providers to track their support commitments to customers. See Working with Service Level Agreements on page 69 for more information. Checking the Status of a Help Desk Ticket 23

The Related Items tab displays any tickets that are related to the current ticket, and it enables service providers to establish relationships with other tickets. See Working with Related Items on page 62 for more information. The Assignment region in the lower right corner is always visible and specifies the support group and individual assigned to the ticket, the submitter, and who last modified this ticket. See Working with Assigned Help Desk Tickets on page 55 for more information. When you are finished viewing the details of the request, click Close to return to the console. Modifying Requests You can modify a request if you created it or a service provider created it with you as the requester. You can modify only those fields to which you have write access, such as the Description field. You cannot modify requests submitted by others, with the exception of Work Log fields for tickets within your VISN. If you try to change a field that you do not have access to (one that is grayed out ), a message informs you that you do not have access permissions for that field. To cancel a request, contact the VHA National Help Desk. Note If you are an ESS Coordinator or Support, you have expanded modification privileges. Modifying a Request 1. In the My Requests table in the Customer Console, select the request that you want to modify. If necessary, click Refresh to update the list first. You can also search for the request (see Searching for Help Desk Tickets on page 18), use the filtering capability to open it from the My Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Click View. The request is displayed. You can also double-click the item to open it. 3. Make the appropriate changes. To escalate the request to support management, select Yes in the Escalated? field. The following fields cannot be modified: Case Type Status Source 4. Click Save. 5. Click Close to return to the console. 24 Chapter 2 Help Desk Console Basics

Viewing and Printing Quick Reports You can view (in a text editor) or print a quick report of the data in the request. Viewing a Quick Report for a Request Before you can view a quick report, you must specify a path for the file that is generated; see Specifying a Report File Path on page 46 for more information. 1. Open the desired request. You can search for the request (see Searching for Help Desk Tickets on page 18), use the filtering capability to open it from the My Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Click Quick Rpt. Display in the lower right corner of the request. A dialog box indicates that the file will be saved. 3. Click OK. A dialog box indicates the location and file name of the report. 4. Click OK. The report is displayed in a text editor with the data from the request, as shown in Figure 2-9. Viewing and Printing Quick Reports 25

Figure 2-9 Sample Quick Report Printing a Quick Report for a Request 1. Open the desired request. You can search for the request (see Searching for Help Desk Tickets on page 18), use the filtering capability to open it from the My Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Click Quick Rpt. Print in the lower right corner of the request. The Print dialog box is displayed. 3. Select print options, and click OK. The report is printed with the data from the request. 26 Chapter 2 Help Desk Console Basics

Resolving Help Desk Tickets On Your Own If you require assistance with an issue, you can try to resolve it on your own by looking for a possible solution in the solutions database. You can access the solutions database from the console (this method is covered in this section) or from within the Help Desk form through the Solutions tab (this method is covered in Working with the Solutions Database on page 61). There are different procedures to use, depending on whether the problem is with a commercially available software product or is considered an internal VA/VHA issue. Resolving a Problem by Using Commercial Knowledge Base Use this procedure for resolving issues by using the Commercial Knowledge Base for common desktop and network problems. 1. In the console, click the Solutions Database link. The Select Knowledge Base dialog box is displayed. 2. To search for a solution (you can also browse for a solution by skipping to step 3 of this procedure): a. Click Commercial Knowledge Base (Search). The ServiceWare Keyword Search dialog box is displayed as shown in Figure 2-10. Figure 2-10 ServiceWare Keyword Search Dialog Box b. In the Keyword field, enter a word that describes your problem. Resolving Help Desk Tickets On Your Own 27

c. From the Knowledge-Pak list, select the software product with which you are having a problem. If any potential matches to your problem exist, they are displayed in the Problem list. d. If a listed problem might match yours, select it to view the solution. The Display Solution dialog box is displayed with a brief description of the solution. You can click Detailed Solution for more information about the solution; this detailed information is displayed in a separate browser window for you to view. If you are Support, you can also enter and save any relevant information about the solution in the Local Notes field. e. To exit the ServiceWare Keyword Search dialog box, click Cancel. f. Click Close to return to the console. 3. To browse for a solution: a. Click Commercial Knowledge Base (Browse). The ServiceWare Browse Knowledge-Pak dialog box is displayed as shown in Figure 2-11. Figure 2-11 Browse Knowledge-Pak Dialog Box b. From the Knowledge-Pak list in field 1, select the software product with which you are having a problem. An appropriate question is displayed in field 2 to select a response to. 28 Chapter 2 Help Desk Console Basics

c. In the Response list, select an appropriate response to the question in field 2 until a solution is displayed. Some responses (those for which Question is displayed in the Next Step column) will result in a different question being displayed in field 2. You might have to make multiple response selections before you reach a solution. Click Previous Question to return to a previous question. When your selection results in a solution, the Display Solution dialog box is displayed with a brief description of the solution. You can click Detailed Solution for more information about the solution; this detailed information is displayed in a separate browser window for you to view. If you are Support, you can also enter and save any relevant information about the solution in the Local Notes field. d. To exit the ServiceWare Browse Knowlege Base dialog box, click Cancel. e. Click Close to return to the console. Resolving a Problem by Using VA Corporate Solutions Use this procedure for resolving issues that are internal to VA/VHA such as VistA applications or system problems. If you find a solution to your problem, a help desk ticket can be automatically generated with the solution information. 1. In the console, click the Solutions Database link. The Select Knowledge Base dialog box is displayed. 2. Click VA Corporate Solutions. The Solutions Search dialog box is displayed as shown in Figure 2-12. Figure 2-12 Solutions Search Dialog Box Resolving Help Desk Tickets On Your Own 29

3. Enter data that represents your issue in the Category, Type, Item, or Summary Keyword fields. 4. Click Search. Potential solutions are listed in the Search Results table. 5. To view the details of a selected solution, click Details. The solution details are displayed in the Solution dialog box. To view text that is truncated by its field, click the appropriate ellipses (...) button to display all the text in a window. Click Close to return to the Solutions Search dialog box. 6. To use the selected solution and generate a new help desk ticket, click Use Solution. A message indicates that a new help desk ticket has been created, which will automatically include the solution information in the Solution Summary and Solution Detail fields. If you access the solutions database from the Solutions tab of an existing ticket (not from the Solutions link in the console), the solution information is entered into that ticket. If no satisfactory solution to your problem exists, click Close. 7. Click OK to dismiss the message. 8. Click Close to return to the console. Closing and Reopening Resolved Requests As the requester, you are automatically notified when your help desk ticket is resolved. You can then review the request and close it. You can also fill out a customer satisfaction survey; see Completing Customer Satisfaction Surveys on page 31 for more information. If you are not satisfied with the resolution, you can reopen the request. The request s status changes to Assigned, and the assigned service provider is notified. If you do not close or reopen the request, it is closed automatically after 30 days. You can close or reopen only those requests you have created or those created by a service provider with you as the original requester. Closing a Resolved Request 1. In the console, open the resolved request that you want to close. You can search for the request (see Searching for Help Desk Tickets on page 18), use the filtering capability to open it from the My Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. From the Confirm Resolution list, select Close Case. The Status field is changed automatically to Closed when you save the request. 3. Click Save. You are prompted to complete a customer satisfaction survey. 30 Chapter 2 Help Desk Console Basics

4. Click OK. The Surveys dialog box is displayed. You can click Cancel to return to the help desk ticket and complete the survey later. See Completing Customer Satisfaction Surveys on page 31 for more information. 5. Click Close to return to the console. Reopening a Resolved Request 1. In the console, open a resolved request that you want to reopen. You can search for the request (see Searching for Help Desk Tickets on page 18), use the filtering capability to open it from the My Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. From the Confirm Resolution list, select Reopen Case. The Status field is changed automatically to Assigned when you save the request. 3. In the Work Log on the Activity tab, enter the reason for reopening the request. 4. Click Save. 5. Click Close to return to the console. Completing Customer Satisfaction Surveys When you close a help desk ticket as the requester, you are prompted to complete a customer satisfaction survey. You can also complete one later by clicking the Surveys link in the console. Note Completing a survey is optional, however, your feedback is valued and essential for improving support. Completing a Customer Satisfaction Survey 1. Open the Survey form in one of the following ways: Close a resolved help desk ticket, and click OK when prompted to respond to the survey. You can click Cancel if you want to take the survey later. For instructions about c losing a help desk ticket, see Closing a Resolved Request on page 30. Click the Survey link in the console, select the desired ticket from the displayed list (if you have multiple surveys waiting), and click Respond. If no closed help desk tickets exist, a message indicates that you have no surveys to fill out. If you cannot access the survey, contact the VHA National Help Desk. Completing Customer Satisfaction Surveys 31

Figure 2-13 Help Desk Survey Dialog Box 2. On the Survey tab, enter or select a number (1 to 5) in each of the Rating fields to indicate your degree of satisfaction. 1 is the lowest rating and 5 is the highest. You can view the full ticket summary by clicking the ellipses (...) button next to the Case Summary field, and you can view other details about the ticket by selecting the Case Details tab. 3. Enter comments about the service provided in the Comments field for each question. 4. Click Save. Viewing Bulletin Board Announcements You can view public announcements on the Bulletin Board tab of the console. Bulletin board announcements can include attachments. If you are a service provider, you can create support-related bulletin board announcements; see Creating Bulletin Board Announcements on page 68 for more information. Viewing a Bulletin Board Announcement 1. On the Bulletin Board tab in the console, select the announcement that you want to view. You can also access the Bulletin Board from within the Help Desk form by clicking the link at the bottom of the form. 2. Click View. The details of the announcement are displayed. 3. If the Detailed Description field does not fully display the text, click the ellipses button (...) to view all the text of the announcement. 32 Chapter 2 Help Desk Console Basics

4. If the announcement includes an attachment: To view the attachment, right-click on the file, and choose Display. To save the attachment, right-click on the file, choose Save to Disk, and specify a location when prompted. You can then open the attachment from the location to which you saved it. Viewing Alerts in the Console You are notified of actions taken on your submitted requests and subscribed tickets (if you are an ESS Coordinator or Support, you also receive notifications for tickets that pertain to your organization). You can choose to receive notifications through email or Remedy Alert. If your notification method is Alert, you receive notifications about your requests on the Alerts tab of the console. For information about viewing and changing your notification method, see Modifying Your Notification and Contact Information on page 43. The Alerts tab can be set to display only the most current notification for a specific ticket by changing your personal preferences. Any previous alerts for that ticket would be automatically deleted unless you designate the alert as Read by using the Mark as Read button. For more information, see Deleting Old Alerts Automatically on page 46. Viewing an Alert in the Console 1. In the Customer Console, select the Alerts tab. Any alerts that you have received are listed in the table as shown in Figure 2-14. Figure 2-14 Console Alerts Tab 2. Select the alert that you want to view. The details of the alert are displayed in the window below the list of alerts. Viewing Alerts in the Console 33

3. Click View. The item associated with the alert is displayed in the appropriate form. You can then view the activity for the request, as indicated by the status and work log, for example. 4. To return to the Alerts list, close the Help Desk Case window. 5. To indicate that you have viewed a selected alert (which will save the alert from automatic deletion when a new alert is generated for the ticket, if you have set preferences to do so), click Mark as Read. You can remove this indication by selecting the alert and clicking Mark as Unread. You can delete an alert by selecting it and clicking Delete. Filtering Requests You can easily search for requests based on criteria you specify by enabling the Filtering tab in the console. You can select predefined values for any combination of the following criteria: Application Category Region Role Type Site Status Item Department Group If no tickets with a specific value exist, the value is not available for you to select. All tickets that match the criteria you specify are listed in the My Requests table. Filtering Requests 1. In the Customer Console, click Enable Filtering. The Filtering tab is displayed at the bottom of the window as shown in Figure 2-15. Figure 2-15 Filtering Tab 34 Chapter 2 Help Desk Console Basics

2. Select values for any combination of fields that match the requests you want to view. Note To use the Status field, you must first select Specific from the Status Range list. To use the Pending field, you must first select Pending from the Status list. 3. Click Apply Filter Settings. Any matches to your filtering criteria are displayed in the My Requests table. You can enter different criteria by clicking Clear Fields and selecting new data. To return to the default list of requests, click Disable Filtering. Using Reminders Reminders enable you to create notifications for yourself and others. You can send them by email or by Remedy Alert, and you can specify when they will be sent. You can create generic reminders, or you can create reminders that are associated with specific requests. For example, you can send yourself a note about a specific help desk ticket to remind yourself to follow up on the problem. Whether you access reminders from the console or from within a ticket determines which reminders you are able to view: When you open the Reminders dialog box from the console, you can view all reminders that you have created. When you open reminders from within a ticket, you can view all reminders associated with that request. This includes reminders created by other users of Remedy Help Desk. Creating a Reminder You can create reminders for distribution to individuals or groups, and you can associate reminders with specific requests. 1. From any console, click the Reminders link. The Reminders dialog box is displayed. You can also access Reminders from within the Help Desk form by clicking the link at the bottom. 2. Select the Create Reminder tab, shown in Figure 2-16. Using Reminders 35

Figure 2-16 Create Reminders Tab 3. To associate the reminder with a request, enter the appropriate request ID in the Link to Request ID field. If you open the Reminders dialog box from within a request, this field is automatically filled in with the appropriate request ID. You can delete the request ID if you do not want to associate the reminder with this request. 4. If you are associating the reminder with a request, enter the appropriate form name in the Form field. For a help desk ticket, the form name is HPD:HelpDesk. If you open the Reminders dialog box from within a request, this field is automatically filled in with the appropriate form name. You can delete the form name if you do not want to associate the reminder with this form. 5. From the Notification list, select one of the following notification methods: Alert Sends the reminder through Remedy Alert. To use this method, the recipient of the reminder must have a valid Remedy account. Email Sends the reminder by email. You must enter a valid address in the Email field to use this notification method. User Default Sends the reminder based on the notification method specified in the user s profile. 6. Specify when the reminder is sent by entering the appropriate time and date in the Time field or by using the following steps: a. Click the ellipses button (...) next to the Time field. A calendar dialog box is displayed. b. Specify the month and year by using the arrow buttons (<< < > >>). c. Select the appropriate day. 36 Chapter 2 Help Desk Console Basics

d. Specify the time for the reminder by selecting the appropriate time component (hour, minute, second, AM/PM) and entering the desired value (or by clicking the increment/decrement buttons on the right). Note By default, the Time field contains the current date/time if you do not change it. All times are based on local time. 7. From the Notify list, select Individual or Group. 8. In the Recipient Login field, enter the name of the person or group you want to notify, and press Enter. If you enter a valid name, the Recipient Full Name and Email fields are populated with the proper data. You can then view more detailed information about the person or group by clicking Profile. If you do not know the name of the person or group, clicking Profile displays the Search Person or Search Group dialog box, depending on your selection for the Notify field. For more information about searching for a person s or group s record, see Searching for People on page 42. 9. In the Subject field, enter information about the reminder. The information in this field appears in the Subject field if the reminder is sent by email. 10. In the Message field, enter the reminder message. Note Do not enter anything in the Log field. This field records the Subject line and text of the reminder when it is sent. 11. Click Save. The reminder is sent at the time you specified. Viewing and Modifying an Existing Reminder You can modify or delete only the reminders that you have created. 1. From any console, or from within a request, click Reminders. The Reminders dialog box is displayed. If you open the dialog box from the console, all reminders that you created are displayed. If you open the dialog box from one of your requests, only the reminders associated with that request are displayed. 2. From the Show Reminders list, select the set of reminders that you want to view. Your options are All, Pending, and Sent. The reminders are displayed in the table. 3. Select a reminder, and click View. The Reminder Details dialog box is displayed. 4. Update the reminder as necessary, and click Save. A message indicates that the reminder has been modified. If the reminder you select was already sent, you cannot modify it. 5. Click Close to close the Reminder Details dialog box. Using Reminders 37

Deleting an Existing Reminder 1. From any console, or from within a request, click Reminders. The Reminders dialog box is displayed. If you open the dialog box from the console, all reminders that you created are displayed. If you open the dialog box from one of your requests, only the reminders associated with that request are displayed. 2. From the Show Reminders list, select the set of reminders that you want to view. Your options are All, Pending, and Sent. The reminders are displayed in the table. 3. Select the reminder that you want to delete. 4. Click Delete. A message indicates that the reminder has been deleted. 5. Click Close to close the Reminders dialog box. Using Reports You can generate reports based on predefined criteria that you can also customize with additional search criteria and save for future use by yourself and others. You can use these reports to track various aspects of help desk tickets, such as performance and satisfaction levels. Generated reports can be viewed on your computer, printed, or exported to other formats such as PDF. Generating a Report 1. In any console, click Reports. The Report Console dialog box is displayed as shown in Figure 2-17. You can also access reports from within a Help Desk form by clicking the link at the bottom. Figure 2-17 Report Console Dialog Box 38 Chapter 2 Help Desk Console Basics

2. From the Report Name list, select a reporting area. Depending on your selection, a set of fields and buttons that enable you to specify a date/time range for your report may appear in the upper right corner of the Report Console. All times are based on local time. Use of these fields is optional. For more information about the available report types, see Report Types on page 71. 3. Select a destination for the report. You have the following options: Screen Displays the report in a separate window. Printer Enables you to print the report at a printer you specify. File Enables you to save a copy of the report in a location you specify. 4. To specify additional search criteria for the report: a. In the first column (Field <n>), select a field that you want to search. b. In the second column (Operand), select an operator, such as = (the equal sign) for matching entries. c. In the third column (Value), enter a value that you want to search for. For example, to find all help desk tickets assigned to Bob Backline, enter Bob Backline as the value. d. Repeat these steps to refine the search further. You can also specify complex search criteria by clicking Advanced Qualification to display the Advanced Qualification Builder. For more information about advanced qualifications, see the Remedy User tool help accessible by choosing Help Contents and Index. 5. To save the qualification for future use, click the Save Qualification link, enter a name for the qualification, and click OK. 6. To use a saved qualification, click the Select Saved Qualification link, select a qualification, and click Return Selected. 7. Click the Run Report link. If the selected report requires additional criteria, the Report Parameters dialog box is displayed; specify additional parameters for your report as necessary, and click Commit. If you selected Screen as the destination, your report is displayed in a separate Report Preview window. From this window, you can view, print, or export the report by clicking the appropriate icons in the toolbar. 8. In Remedy User, click Close to return to the console. Using Reports 39

Using Subscriptions You can subscribe to requests so that you are notified of certain types of issues and related actions. You can also invite others to subscribe if you believe they might need to be informed about an issue or set of issues. You specify which tickets you are subscribed to based on the following criteria: Category/Type Category/Type/Item Case ID Patient Safety When you receive a notification for a new ticket based on a subscription, you must then confirm that you want to continue receiving notifications for that ticket by subscribing to the specific Case ID. Use the following procedure to subcribe to tickets or to invite another person to subscribe. You can also subscribe to an individual ticket when you have it open by clicking Subscribe at the bottom of the ticket. Subscribing to Tickets 1. In the Customer Console, click the Subscriptions link. The Subscriptions dialog box is displayed as shown in Figure 2-18. You can also access Subscriptions from within a Help Desk form by clicking the link at the bottom. 40 Chapter 2 Help Desk Console Basics

Figure 2-18 Subscriptions Dialog Box 2. Specify criteria for the subscription by using one of the following methods: Select data from the Category and Type lists. Select data from the Category, Type, and Item lists. Specify a ticket in the Case ID field either by entering it directly or by clicking List, selecting the desired ticket, and clicking OK. Select the Patient Safety Issues tab. 3. Click Subscribe Me. A message confirms your subscription. 4. Click OK. 5. To view subscriptions based on category, type, and item criteria, click My C/T/I Subscriptions on the Case ID or C/T/I tab. 6. To view subscriptions based on case ID, click Case Subscriptions on the Case ID or C/T/I tab. 7. To view a list of other people who are also subscribed, select the appropriate subscription type, and click All Subscribed. 8. To discontinue a subscription, select the appropriate subscription type, and click Unsubscribe Me. Using Subscriptions 41

9. To invite another person to subscribe: a. Select the appropriate subscription type. b. Enter a Remedy user name in the Full Name field, and press Enter to validate it. You can also search for a valid user name by clicking Profile and entering appropriate search criteria. c. Click Invite Selected Person. The selected person is sent a notification that they have been invited to subscribe. 10. To enter new subscription criteria after viewing existing subscription information, click Reset Form. 11. Click Close to return to the console. Searching for People If you are not sure of a person s name or whether a person already has an existing record in the database, you can perform a search. You can view the appropriate record, but you cannot modify it (unless you are an ESS Coordinator; see Managing People Profiles on page 49). Searching for a Person or Group Record 1. In the Customer Console, click the People Search link. The Search People dialog box is displayed. You can also display this dialog box from other areas of the application, such as the Help Desk form, by using the autofill feature in conjunction with a Name or Login Name field; see Autofill Feature in Fields and Lists on page 10 for more information. 2. Enter search criteria in the appropriate fields. 3. Click Search. The Search Results table lists the matching records. 4. To view a record, select it, and click View. The Person Information dialog box is displayed. The top portion of the form provides general information about the group or person. The tabs on the bottom portion of the form provide additional contact, pager, and address information. 5. Click Close when you are finished viewing the record. 42 Chapter 2 Help Desk Console Basics

Setting Personal Preferences You can customize the Remedy Help Desk application by setting personal preferences. You have the following options: Modify your notification and contact information. Specify the form that appears when you begin creating a new request and when you search for a request. Specify the default view for the My Requests table and how often the data is refreshed. Specify that old alerts are automatically deleted from the Alerts tab when new ones are received. Specify a file path for saved quick reports. Modifying Your Notification and Contact Information You can open your personal record and change your notification method and contact information. 1. In the Customer Console, click the Manage Profile link. The Manage Person Information dialog box is displayed with your personal data. You can also access this dialog box from the Personal Preferences dialog box by clicking the View Profile link. If you are using the ESS Coordinator Console, you must click the Modify Existing link after the Manage Person Information dialog box is displayed. You can then select your name from the displayed list to access your data. If you are using the Support Console (which does not have a Manage Profile link), you must click the People Search link. You can then search for your name, select it in the Search Results list, and click View/Edit to access your data. 2. Modify the appropriate fields. You do not have permissions to modify all fields. To change your notification method, select one of the following options from the Notification Method list: Alert Sends the notification through Remedy Alert. To use this method, the recipient of the reminder must have a valid Remedy account. Email Sends the notification by email. You must enter a valid address in the Email field to use this notification method. User Default Sends the notification based on the notification method specified in the user s profile. 3. Click Save. A message indicates that your record was modified. 4. Click OK. 5. Click Close to close the dialog box. Setting Personal Preferences 43

Setting New Request and Search for Request Action Preferences You can specify which form appears when you begin creating a new request or start a search from the console. 1. In any console, click the Preferences link. The Personal Preferences dialog box is displayed as shown in Figure 2-19. Figure 2-19 General Tab of the Personal Preference Manager 2. In the New Request Action field, specify which form is displayed when you click the New Request link in the console by selecting one of the following options: Open Front Line Support Dialog A generic New Request form opens. This option is not used at VA/VHA. Note A Change Request refers to the Change Management application, which is not currently implemented. Open Help Desk Module A new Help Desk form opens. This option is useful if you work only with help desk tickets and do not usually work with change requests. Open Change Tasking Module A new Change Request form opens. This option is useful if you work only with change requests as a change supervisor or as a change implementer and do not usually work with help desk tickets. Open Selection Dialog A selection dialog box enables you to select either a new Help Desk or new Change Request form. This option is useful if you regularly work with both help desk tickets and change requests. Open Help Desk Minimal A new Minimal Help Desk form opens. This option is useful if you prefer to enter only the minimum amount of data required for a help desk ticket. 44 Chapter 2 Help Desk Console Basics

3. In the Search For Request Action field, specify which form is displayed when you click the Search for Request link in the console by selecting one of the following options: Open Help Desk Module A Search Help Desk Cases form is displayed. This option is useful if you work only with help desk tickets and do not usually work with change requests. Open Change Tasking Module A Search Change Requests form is displayed. This option is not used at VA/VHA. Open a Selection Dialog A selection dialog box enables you to select either the Help Desk application or the Change Management application. This option is useful if you regularly work with both help desk tickets and change requests. 4. Click Save. A message indicates that the preference has been saved. 5. When you have finished setting preferences, click Close. Setting the Default Console View and Refresh Rate You can specify a default data view for the My Requests table each time you access the Customer Console (although you can also change the view as necessary by selecting an option from the Customer Console View field). You can also specify how often the data in the table is automatically refreshed. 1. In the Customer Console, click the Preferences link. The Personal Preferences dialog box is displayed. 2. In the Customer Console View field, specify which data view (including the order) is displayed in the My Requests table by selecting one of the following options: Default Displays the Request ID, Patient Safety, Dup (duplicate status), Assigned To, Group, Summary, Status, Priority, and Escalated data. Full View 1 Displays the Submit Date, Patient Safety, Request ID, Dup (duplicate status), Summary, Status, Pending, Priority, and Assigned To data. Full View 2 Displays the Request ID, Dup (duplicate status), Submit Date, Patient Safety, Status, Pending, Assigned To, Summary, and Priority data. Brief View Displays the Submit Date, Request ID, Patient Safety, Dup (duplicate status), Summary, Assigned To, and Status data. Note If you are using the ESS Coordinator or Support consoles, the available views are different. See the specific chapters about those consoles for information about available views. The basic procedure remains the same. Changes to your default view preference do not take effect until you relog into the console. 3. In the Console Refresh Rate field, specify how often the list in the My Requests table is refreshed with the latest data by selecting a time from the list. Your options are None, 5 minutes, 10 minutes, and 30 minutes. Setting Personal Preferences 45

4. Click Save. A message indicates that your preferences have been saved. 5. Click OK. 6. When you have finished setting preferences, click Close. Deleting Old Alerts Automatically You can specify that an old alert is automatically deleted from the Alerts tab when a new alert is generated by a ticket. If you activate this preference setting, you can still save old alerts by designating them as Read by using the Mark as Read button. 1. From any console, click the Preferences link. The Personal Preferences dialog box is displayed. 2. In the Display Only Last Alert? field, select Yes. 3. Click Save. A message indicates that your preferences have been saved. 4. Click OK. 5. When you have finished setting preferences, click Close. Specifying a Report File Path You must specify a file path for quick reports (not to be confused with the detailed reports available through the Report Console) that you view. The quick report is automatically saved in this location with the case ID as the file name each time you generate it. 1. From any console, click the Preferences link. The Personal Preferences dialog box is displayed. 2. In the Temp File Path field, enter the full file path for the directory you want to save reports in, for example, D:\mydocuments\reports\helpdesk\. The path you specify must include the trailing slash (\). Ensure that you have write access to the directory you specify. 3. Click Save. A message indicates that your preferences have been saved. 4. Click OK. 5. When you have finished setting preferences, click Close. 46 Chapter 2 Help Desk Console Basics

3 ESS Coordinator Console Chapter The ESS Coordinator Console is designed for facility-based (VISN/VAMC) coordinators only. It is the primary interface for ESS Coordinator tasks you perform through the Remedy Help Desk application. From the ESS Coordinator Console, you can perform the same tasks as those available through the Customer Console, but you also have additional capabilities. Ensure that you are familiar with the basic console procedures in Chapter 2, Help Desk Console Basics. This chapter covers only the specific ESS Coordinator information, which includes the following topics: Accessing the ESS Coordinator Console Using the ESS Coordinator Console Managing People Profiles Managing Locations ESS Coordinator Console Views 47

Accessing the ESS Coordinator Console You can access the ESS Coordinator Console by using the procedure in Accessing the Customer Console on page 6 with the following exception: You must select the Remedy Coordinator application on the All tab of the Object List. Using the ESS Coordinator Console When you access the ESS Coordinator Console, shown in Figure 3-1, unresolved requests for your VISN or facility (depending on your Coordinator level) are displayed in the Requests table (instead of displaying your personal requests in the My Requests table as with the Customer Console). Figure 3-1 ESS Coordinator Console You can select different data views for the Requests table, although they are slightly different than the views available for the My Requests table through the Customer Console. See ESS Coordinator Console Views on page 52 for more information about the available data views. 48 Chapter 3 ESS Coordinator Console

As an ESS Coordinator, you may have the additional responsibility of maintaining people and locations for your designated facility or facilities. The ESS Coordinator Console includes enhanced capabilities in the Utilities section for you to accomplish these tasks: Manage Location Enables you to modify contact and address information for your organization. For more information, see Managing Locations on page 51. Manage Profile Enables you to modify personal information used by the application for all the people in your organization. (The Customer Console enables you to modify your own personal information, but not the information of other people.) For more information, see Managing People Profiles on page 49. For more information about using the ESS Coordinator Console in general, see Help Desk Console Basics on page 5. Managing People Profiles If you are responsible for maintaining the person database within the system, you can create and modify the records for people within your VISN or facility (depending on your Coordinator level). The person database contains all Remedy Help Desk requester and user records. Information stored here is used to automatically fill in requester and user information fields in many forms. While creating a new request, you might find that the requester does not yet have a record in the database. If no record exists for the requester, you can create one by using the Manage Person Information form. Creating a New Requester Record 1. In the ESS Coordinator console, click the Manage Profile link. The Manage Person Information dialog box is displayed. 2. Click the Add New link. A message with instructions for filling out the form is displayed. Fields with bold labels and asterisks (*) are required. 3. Click OK. The fields are displayed with appropriate data as shown in Figure 3-2. Managing People Profiles 49

Figure 3-2 Manage Person Information Dialog Box 4. Fill in the following required fields: Login Name Enter the requester s network login name (for example, VHAISTSMITHM). Last Name Enter the requester s last name. Do not use any special characters or spaces. First Name Enter the requester s first name and middle initial (if applicable). Do not use a period (.) with the middle initial. Notification Method Specify how the requester is notified upon ticket and other status resolution. If you select Email, you must also enter the requester s email address. Fields that are grayed out are not modifiable. 5. Using the IRM Staff? list, specify whether the person is a member of the Information Resource Management staff by selecting Yes or No. Note If you are a VISN-level coordinator, your Region, Site, and Department data are populated in the appropriate fields. If you are adding a person to a different location, ensure that you change the Region, Site, and Department information as appropriate. 6. Optionally, fill in the other fields, including fields on the other tabs. The Pager tab shows information about software and parameters for paging equipment and contact information for this requester. The Address tab shows the requester s mailing address. 50 Chapter 3 ESS Coordinator Console

7. Click Save. A message indicates that the new requester entry was created. 8. Click Close to return to the console. If a person s information changes, you can update it in the Manage Person Information form by using the following procedure. Modifying a Requester Record 1. In the ESS Coordinator console, click the Manage Profile link. The Manage Person Information dialog box is displayed. 2. Click the Modify Existing link. A list is displayed for you to select the person whose record requires modification. 3. Select a person, and click OK. 4. Update the applicable fields. 5. Click Save. 6. Click Close to return to the console. Managing Locations You can modify address and contact information for your VISN or facility (depending on your Coordinator level). This includes contact information for the following facility personnel: Facility Contact Information Security Officer Facility ESS Coordinator Patch Email Group Modifying Location Information 1. In the ESS Coordinator console, click the Manage Location link. The Manage Location dialog box is displayed as shown in Figure 3-3. You cannot edit the fields on the Location tab. Managing Locations 51

Figure 3-3 Manage Location Dialog Box 2. To modify address information, select the Address tab, and enter the desired changes. 3. To modify contact information for key facility personnel, select the Contacts tab, and enter the desired changes. 4. Click Save to save your changes. 5. Click Close. ESS Coordinator Console Views You can specify a default data view for the Requests table each time you access the ESS Coordinator Console (although you can also change the view as necessary by selecting an option from the Coordinator Console View field). The available views are as follows: Default Displays the Request ID, Patient Safety, Dup (duplicate status), Requester, Region, Site, Department, Assigned To, Group, Summary, Status, Priority, and Escalated data. Full View 1 Displays the Submit Date, Request ID, Dup (duplicate status), Site, Department, Requester, Patient Safety, Summary, Status, Pending, Assigned To, and Priority data. Full View 2 Displays the Request ID, Dup (duplicate status), Submit Date, Site, Department, Requester, Patient Safety, Status, Pending, Assigned To, Summary, and Priority data. Brief View Displays the Submit Date, Request ID, Patient Safety, Dup (duplicate status), Pending, Summary, Requester, and Assigned To data. For the procedure about changing the default view, see Setting the Default Console View and Refresh Rate on page 45. 52 Chapter 3 ESS Coordinator Console

4 Support Console Chapter The Support Console is the primary interface for service providers to perform Support tasks through the Remedy Help Desk application. From the Support Console, you can perform most of the tasks available through the Customer Console, and you also have additional capabilities and responsibilities. Ensure that you are familiar with the basic console procedures in Chapter 2, Help Desk Console Basics. This chapter covers only the specific Support information, which includes the following topics: Accessing the Support Console Using the Support Console Support Console Views Working with Assigned Help Desk Tickets Working with Duplicate Help Desk Tickets Working with the Solutions Database Working with Related Items Resolving Help Desk Tickets Closing Help Desk Tickets Creating Personal Notes Creating Bulletin Board Announcements Working with Service Level Agreements Note The Change Management and Asset Management applications are not supported by ESS at this time, but they are planned for a future implementation. Any references to these applications are included for information purposes only. 53

Accessing the Support Console You can access the Support Console by using the procedure in Accessing the Customer Console on page 6 with the following exception: You must select the Remedy Support application on the All tab of the Object List. Using the Support Console When you access the Support Console, shown in Figure 4-1, your assigned requests are displayed in the Assigned Requests table (instead of displaying your personal requests in the My Requests table as with the Customer Console). Figure 4-1 Support Console You can select different data views for the Assigned Requests table, although they are different than the views available for the My Requests table through the Customer Console. See Support Console Views (the next section) for more information about the data views available in the Support Console. For more information about using the Support Console in general, see Help Desk Console Basics on page 5. 54 Chapter 4 Support Console

Support Console Views You can specify a default data view for the Assigned Requests table each time you access the Support Console (although you can also change the view as necessary by selecting an option from the Support Console View field). The available views are as follows: Default Displays the Request ID, Patient Safety, Dup (duplicate status), Assigned To, Group, Summary, Status, Priority, Submitter, and Escalated data. Full View Displays the Site, Department, Submit Date, Request ID, Patient Safety, Dup (duplicate status), Status, Type, Summary, Assigned To, Requester, Priority, and Escalated data. Brief View Displays the Request ID, Patient Safety, Dup (duplicate status), Site, Department, Status, Summary, and Submit Date. For the procedure about changing the default view, see Setting the Default Console View and Refresh Rate on page 45. Working with Assigned Help Desk Tickets After a ticket is created, it is automatically assigned to the appropriate group, based on your organization s service provider groupings and criteria defined by the application administrator. As a service provider, you are notified of tickets assigned to you or your group through email, paging, or Remedy Alert, depending on your notification method (see Modifying Your Notification and Contact Information on page 43 for more information). Members of the group can assign a ticket to themselves or to other people in the group as necessary. If the ticket is assigned to you, your name appears in the Individual field in the Assignment region of the form. If a ticket is assigned to you, you have resolution responsiblity for the service request. You can then log your progress on the Activity tab of the help desk ticket as you work toward resolution of the ticket. When you change the status of a ticket to Resolved, the system notifies the requester. If you are a Tier 2 service provider, you can refer a ticket to a Tier 3 service provider for resolution. If a ticket requires an external support request, you can add a reference to the external ticket. Assigning a Help Desk Ticket If a ticket is assigned to your group but not to an individual, you can assign the ticket to yourself or another member of Support. 1. Open the ticket to be assigned. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. To assign the ticket to yourself, click Take Ticket in the Assignment region (in the lower right part of the Help Desk form, shown in Figure 4-2). The Status field value is changed to Work in Progress. Support Console Views 55

You can also assign the ticket to another person by using the Individual list to select the name of the desired assignee. Figure 4-2 Activity Tab and Assignment Region 3. Click Save. A message indicates that the ticket is assigned and that the requester has been notified of the assignment. 4. Click Close to dismiss the message. Logging Activity for an Assigned Help Desk Ticket As you work on resolving a ticket, you will need to modify the ticket periodically, based on your organization's standard operating procedures. For example, you can track the progress of a ticket by recording in the Work Log the steps you took to resolve it. 1. Open the ticket to be modified. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. From the Status list, select an appropriate value. For more information about the available Status values, see Table 2-1 on page 22. 3. Select the Activity tab, shown in Figure 4-2. 4. Enter case activity in the appropriate fields: Work Log Enter any information relevant to the case. The Work Log is used to document progress made on the service request and should contain significant actions as they occur. If the Propagate? field is visible, the ticket is a parent to other (duplicate) tickets. Select Yes to have the Work Log and other information from this ticket 56 Chapter 4 Support Console

automatically entered in the child records. See Working with Duplicate Help Desk Tickets on page 59 for more information about duplicate tickets. Start Time Specify when you start actively working on the case. You can click the ellipses (...) button and use the buttons to enter a date and time, or you can click Start Clock to enter the current date and time. Time Spent (min) Specify the number of minutes you actually spent working on the case during your current login session. You can enter the time directly, use the arrow buttons to increment the current value, or click Stop Clock (to automatically enter the time). The application keeps a running total of the time spent in the Total Time Spent (min) field. Est. Total Time (min) Specify the number of minutes you believe will be required to resolve the issue for this ticket. You can enter the time directly or use the arrow buttons to increment the current value. 5. Enter appropriate data in the Additional Information region: If there is specific repair type information for this ticket, enter it in the table by clicking Add Repair ID. The Repair ID Entry dialog box is displayed for you to specify a repair type and ID. The available repair types include the following options: Build Hot Fix Service Pack Vendor Update VistA Package VistA Patch If there is a specific TeamPlay project ID for this ticket, enter it in either the Tier 2 TeamPlay ID or the Tier 3 TeamPlay ID fields. If there is a VistA maintenance priority for this ticket, select it from the Maintenance Priority list. The available options are as follows: Priority 1 Patient Safety Adversely Affected Priority 2 Logging Software Error, Functionality Essential Priority 3 Systems/Resource Issue Priority 4 Patient Personally Affected Priority 5 Logging Software Error, Functionality Needed Priority 6 Functionality Called Into Question Priority 7 External Database Interface Issue Priority 8 Nuisance Problem, Work Around In Place Priority 9 Miscellaneous/Housekeeping 6. When you have finished updating the ticket, click Save. Working with Assigned Help Desk Tickets 57

Referring a Help Desk Ticket Between Tier 2 and Tier 3 Support Use this procedure to refer a ticket from Tier 2 to Tier 3 and vice versa. The ticket can be referred back and forth between tiers as often as necessary. Referral data is automatically recorded in the audit trail, but Work Log entries must be made manually. Note When you refer a ticket, you will no longer receive notifications for that ticket. To continue receiving notifications for a referred ticket, you must subscribe to it. See Using Subscriptions on page 40 for more information. 1. Open the ticket to be referred. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. In the Refer To Tier 3? field in the Assignment region (in the lower right part of the Help Desk form), select Yes. The Referred by Tier 2 fields are displayed with the Tier 2 assignee data as shown in Figure 4-3. Figure 4-3 Assignment Region with Tier 2 Referral Information 3. From the Group list under Current Assignment, select the name of the Tier 3 group to which you are referring the ticket. 4. Optionally, select the name of an individual Tier 3 assignee from the Individual list. 5. Click Save. Notifications for the referral are sent to appropriate Tier 3 staff. 58 Chapter 4 Support Console

6. When the issue is resolved at the Tier 3 level, perform the following steps to refer the ticket back to Tier 2 for final resolution with the customer: a. Clear the Refer to Tier 3? checkbox. The Refer to Tier 3 fields are displayed with the Tier 3 assignee data, and the original Tier 2 assignees are automatically entered in the Current Assignment fields. b. Click Save. Notifications for the referral are sent to appropriate Tier 2 staff. This process can be repeated as many times as necessary. Referencing an External Ticket Use this procedure to add an external ticket. 1. Open the ticket to which you want to add external ticket information. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the General tab. 3. Click Add External Ticket. The External Ticket ID Entry dialog box is displayed. 4. In the External Ticket ID field, enter the tracking number for the external ticket. 5. From the External Ticket Type list, select the type for the external ticket. 6. From the External Source Name list, select the source of the external ticket. 7. Click Save + Close. You can also modify or remove a selected external ticket by using the Modify External Ticket and Remove External Ticket buttons. Working with Duplicate Help Desk Tickets As you are creating a new ticket or reviewing an existing ticket, you can determine whether it is a duplicate of an existing ticket. Duplicate tickets have matching Category, Type, and Item fields, as well as Description and Summary fields that indicate the service requests are the same. For example, you review a help desk ticket for a requester who has not received external email for the past hour. Because this might be a more widespread problem, you decide to check for possible duplicate tickets by searching for a recent ticket that might be reporting the same problem. When you check the case details of a recent ticket, you discover that a ticket submitted by another requester also reports the same external email problem. In this situation, you would mark the most recent ticket as a duplicate of the original ticket. When you mark the ticket as a duplicate, your ability to modify it is limited to the Work Log field. Updates to the ticket are automatically entered from the parent (original) ticket if the Propagate feature is enabled in the parent. When the parent ticket is resolved, the duplicate is automatically resolved. Working with Duplicate Help Desk Tickets 59

If you have erroneously marked a ticket as duplicate, you can remove the duplicate designation. This enables you to update and resolve the ticket independently. You can also remove and re-establish relationships as necessary. Specifying Duplicate Tickets 1. Open a ticket that you suspect might be a duplicate. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the Duplicates tab, shown in Figure 4-4. Figure 4-4 Duplicates Tab 3. From the Duplicate Filter Type list, select one of the following options: C/T/I Searches for potential duplicates based on the Category, Type, and Item values. Location Searches for potential duplicates based on the Location value. Case ID Searches for a ticket that you specify in the Duplicate Case ID field, which is displayed when you select this option; click Filter to initiate the search. The list displays any tickets that are potential duplicates of the request. 4. To determine whether a ticket is a duplicate, select the entry, and click View. The ticket is displayed with the case details. 5. Review the ticket to determine whether it is a duplicate. 6. Click Close to return to the original ticket. 7. If the ticket is a duplicate, perform one of the following steps: To designate the selected ticket as a duplicate (child) of the current ticket, click Mark as Duplicate. The ticket is added to the Current Duplicate Cases list and is marked as a duplicate. The current ticket is therefore designated as the original (parent) ticket. To designate the selected ticket as the original (parent) for the current ticket, click Mark as Original. 60 Chapter 4 Support Console

The ticket is added to the Current Original Case list and is marked as an original. The current ticket is therefore designated as a duplicate (child) ticket. 8. Select the Activity tab, and update the Work Log. If you designated this ticket as an original (parent), the Propagate? field is visible. To cause the Work Log and other information from this ticket to be automatically entered in the duplicate records, select Yes. 9. If the ticket status is Work in Progress, update the time spent on the case. 10. Click Save. Removing Duplicate Status from a Ticket 1. Open the ticket that you want to unmark as a duplicate or original. 2. Select the Duplicates tab. If the ticket is marked as a duplicate, the Current Original Case list is displayed with the ticket that is designated as the original of the current case. If the ticket is marked as the original, the Current Duplicate Case list is displayed with tickets that are designated as duplicates of the current case. 3. To review the other case and verify whether the two cases are duplicates, select it from the list, and click View. 4. Click Close to return to the current ticket. 5. If the two cases are not duplicates, click Remove Duplicate or Remove Original as appropriate. 6. Click Save. You can now update the two tickets independently of each other. Working with the Solutions Database As you create a new ticket or review an existing one, you can determine whether a solution already exists for the problem in the solutions databases. There are two different types of solutions databases available. You can browse or search the ServiceWare database for solutions to commercially available software products such as Microsoft Word. For other problems that are specific or internal to the VHA (such as a networking issue or a problem with internally created software), you can search for solutions that have been submitted by other VHA service providers. When you find a solution to a case, the relevant information is automatically entered in the ticket. If no satisfactory solution is available, you can propose one for the database. Working with the Solutions Database 61

Using the Solutions Database as Support The detailed procedures for using the solutions databases are in Resolving Help Desk Tickets On Your Own on page 27. This procedure only covers accessing solutions from within an individual help desk ticket as Support. 1. Open the help desk ticket that you want to resolve. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the Solutions tab. 3. If the issue is VHA-specific, click List Possible Solutions in the Current Case Solution region. The Solutions Search dialog box is displayed (shown in Figure 2-12 on page 29) with the Category, Type, and Item fields preloaded with the applicable data from the ticket. Continue the VHA-specific solutions procedure from step 4 on page 30. 4. If the issue is related to a commercial software product, click either Search or Browse in the Solutions from ServiceWare region. If you click Search, the ServiceWare Keyword Search dialog box is displayed as shown in Figure 2-10 on page 27; continue the commercial software solutions procedure from step 2(b) on page 27. If you click Browse, the ServiceWare Browse Knowledge-Pak dialog box is displayed as shown in Figure 2-11 on page 28; continue with the commercial software solutions procedure from step 3(b) on page 28. 5. When you find an acceptable solution in either database, click Use Solution. The solution information is entered in the Solution Summary, Solution Details, and Work Log fields of the ticket. For ServiceWare solutions, the Show Solution button is then enabled for people to view the detailed solution in the database and any saved local notes. 6. If no satisfactory solution to your problem exists, click Close, and then enter your actions in the Work Log on the Activity tab. For VHA-specific issues, if no solution exists, you can submit your own solution for addition to the database by clicking Propose Solution after you enter the relevant information in the Solution Summary and Solution Details fields. Management is then notified of the proposed solution, which is not available in the database until it is approved. 7. Click Save. Working with Related Items Remedy Help Desk enables you to create relationships between help desk tickets. When you work with an existing help desk ticket, you might need to create related tickets that address similar issues. A set of related tickets can result from many issues reported to the VHA National Help Desk by one requester at one time. A set of related tickets can also result from a single problem that encompasses several issues, which can involve multiple Tier 2 service providers. 62 Chapter 4 Support Console

Viewing Related Help Desk Tickets 1. Open the help desk ticket for which you want to view related items. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the Related Items tab, shown in Figure 4-5. Figure 4-5 Related Items Tab 3. From the Show list, select the related requests that you want to view. Your options are: All Related Items Shows all related asset records, change requests, and help desk tickets. Related Assets Shows only the related asset records. Related Change Requests Shows only the related change requests. Related Help Desk Cases Shows only the related help desk tickets. The specified records are displayed in the Related Items table. If no related items exist for the ticket, the tab displays No records related to this case were found. 4. To view a related ticket, select it, and click View. The ticket is displayed. Relating a New Help Desk Ticket to an Existing Ticket 1. Open the help desk ticket for which you want to create a related ticket. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the Related Items tab. Working with Related Items 63

3. In the Create New Related Record region, select Help Desk Cases from the Record Type list. 4. Click Create. A new Help Desk form is displayed. 5. Create the new ticket. For information about creating a new help desk ticket, see Creating New Help Desk Requests on page 12. 6. Click Save. A message indicates that you have created a new ticket. Another message indicates that the two tickets have been related. 7. If the newly related item does not appear in the Related Items table of the original ticket, refresh the table manually by clicking Refresh. Relating an Existing Help Desk Ticket to Another Ticket 1. Open the help desk ticket for which you want to create related tickets. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the Related Items tab. 3. In the Search for Existing Record to Relate region, select Help Desk Cases from the Record Type list. 4. Click Search. The Search and Relate dialog box is displayed as shown in Figure 4-6, listing tickets according to the value in the Search with the Same field. 64 Chapter 4 Support Console

Figure 4-6 Search and Relate Dialog Box 5. To change the search, select another value for the Search with the Same field, or select the Advanced tab to enter additional search criteria; then click Search. The Search Results table lists the tickets that match the search criteria. You can view more information about a ticket by selecting it and clicking Details. 6. To relate a ticket, select it, and click Relate. A message indicates that the tickets have been related. 7. Click Close. 8. Click Save to save the ticket to which you were relating the other request. Removing a Related Ticket 1. Open the help desk ticket for which you want to remove related items. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the Related Items tab. 3. From the Show list, select the related tickets that you want to view. The specified tickets are displayed in the Related Items table. If no related items exist for the ticket, the tab displays No records related to this case were found. 4. To remove a relationship, select an item, and click Remove Relationship. A message prompts you to confirm that you want to remove the relationship. 5. Click Yes. Working with Related Items 65

6. Click Save to save the changes to the case. Resolving Help Desk Tickets When you finish working on a ticket, you must change its status to Resolved. The requester is notified when a ticket is resolved. The requester can review the ticket and confirm resolution by closing the ticket, or they can reopen it if the resolution is not satisfactory. If the requester does not close or reopen the ticket, the Help Desk application automatically changes the status to Closed after 30 days, and the Closure Code is set to Automatically Closed. Resolving a Help Desk Ticket 1. Open the ticket you want to resolve. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. To track the time you spend as you are resolving the case, select the Activity tab, and click Start Clock. 3. When you have resolved the case, select Resolved from the Status list. 4. Select the Solutions tab, and enter a concise description of the actions taken to resolve the service request in the Resolution field. The resolution should be detailed enough to be useful to customers and other service providers. 5. Select the Activity tab, and do either of the following in the Time Spent Resolving Case region: If you used the clock, click Stop Clock. A message indicates the total time spent. The total time spent is also entered in the Total Time Spent field. Enter the number of minutes manually in the Time Spent (min) field. 6. Click Save. Closing Help Desk Tickets When you resolve a ticket, the requester is notified. The requester can then close the ticket. However, there may be occasions when you are asked to close the ticket. You can do so if you are the Assigned Individual for the ticket. To cancel a ticket, you can click the Cancel button (located below the Status and Pending fields). Closing a Help Desk Ticket 1. Open the ticket you want to close. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see 66 Chapter 4 Support Console

Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the Activity tab. 3. Enter any relevant information about closing the case in the Work Log field. 4. From the Status list, select Closed. 5. From the Closure Code list, select the appropriate closure code. You have the following options for this field: Successful The issue was successfully resolved. Successful with Problems The issue was not completely resolved. Unsuccessful The issue was not resolved. Automatically Closed The ticket was automatically closed after 30 days. Cancelled The request was cancelled. Resolved by Customer The issue was resolved by the requester. 6. Click Save. The requester is notified of the updated ticket status and is prompted to complete a survey. Creating Personal Notes You can create personal, confidential notes for individual tickets. You can view and modify the notes as often as necessary, but no other users have access. Creating, Viewing, and Modifying Personal Notes 1. Open the ticket to which you want to add a note. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Click the Create Personal Notes link at the bottom of the ticket. The Personal Notes dialog box is displayed as shown in Figure 4-7. Creating Personal Notes 67

Figure 4-7 Personal Notes Dialog Box 3. Enter the desired information. 4. Click Save + Close to save the note and return to the ticket. The Create Personal Notes link changes to Modify Personal Notes. 5. To view a personal note, open the appropriate ticket, and click the Modify Personal Notes link. The Personal Notes dialog box is displayed with the text of the note. 6. To modify a personal note: a. View the note according to step 5 of this procedure. b. Enter the desired changes. c. Click Save + Close to save your changes and return to the ticket. Creating Bulletin Board Announcements You can create public announcements on the Bulletin Board tab of the Support Console. You can also view and create announcements for service providers only. Bulletin board announcements can include attachments and should be limited to support-related business only. 68 Chapter 4 Support Console

Creating a Bulletin Board Announcement 1. On the Bulletin Board tab in the console, click Create. The New Bulletin dialog box is displayed as shown in Figure 4-8. Figure 4-8 New Bulletin Dialog Box 2. Using the Post Message To? list, specify whether the announcement can be viewed by the public or only support. 3. Using the Notify Support list, specify whether support receives a notification about the new announcement. 4. Using the Priority list, specify whether the urgency of the announcement is low, medium, or high. 5. In the Short Description field, enter a brief description for the announcement. 6. In the Detailed Description field, enter the text of the announcement. 7. To attach a file to the announcement: a. Right-click in the Attachments table. b. Choose Add. c. Select the appropriate file. 8. Click Save. Working with Service Level Agreements Service level agreements (SLAs) define service providers commitment to responding to and resolving a service request. SLAs are in effect when the qualifications built into the application are met. The SLAs tab displays existing support obligations. If an SLA is attached, you can view the description of the support commitment in effect for the case. By finding out the priority of the case, you can also compare it to the rest of your workload and balance your workload more effectively. Working with Service Level Agreements 69

Viewing SLAs for a Help Desk Ticket You can view time-based SLAs that have been attached to help desk tickets. This enables you to see whether the SLA that has been attached to the specific request has been met or missed. 1. Open the ticket for which you want to view SLAs. You can search for the request (see Searching for Help Desk Tickets on page 20), use the filtering capability to open it from the Assigned Requests table (see Filtering Requests on page 34), or open it from the Alerts tab if your notification method is Alert (see Viewing Alerts in the Console on page 33). 2. Select the SLAs tab. The details of the SLA appear in the Service Level Agreements table with the actions for the SLA listed in the Actions for SLA table. If there are no specified service commitments attached to the case, the description fields are blank and the window displays No SLAs were found related to this case. 70 Chapter 4 Support Console

A Appendix Report Types This appendix describes the types of reports available through the Report Console. This information is organized according to the Report Name menu options, however, Asset Information and Change Information reports are not covered for this implementation. The following reports provide information about help desk cases, case activity, satisfaction surveys, and solutions. VistA-specific reports are covered in Table A-9 on page 75, Table A-10 on page 76, Table A-11 on page 77, and Table A-12 on page 78. 71

Table A-1 Help Desk Case Information All Cases Report (Menu List Choice) Case Details Cases by Assignee Cases by Category Cases by Group Cases by Priority Cases by Requester Cases with Related Assets Cases with Related Changes Description Displays all cases, sorted by case ID. Displays all cases, grouped by assignee, with calculated totals for each assignee. Displays all cases, grouped by category, with calculated totals for each category. Displays all cases, grouped by group, with calculated totals for each group. Displays all cases, grouped by priority, with calculated totals for each priority. Displays all cases, grouped by requester, with calculated totals for each requester. Displays cases and their related assets, grouped by case, with the total number of relationships between assets and cases. Displays cases and their related change requests, grouped by case, with the total number of relationships between change requests and cases. Table A-2 Help Desk Case Information All Cases for Date Range Report (Menu List Choice) Case Details by Date Range Cases by Date Range Assignee Cases by Date Range Category Cases by Date Range Group Cases by Date Range Priority Cases by Date Range Requester Description Displays all cases from the time range specified, sorted by case ID. Displays all cases from the time range specified, sorted by the assigned service provider. Displays all cases from the time range specified, sorted by the value in the Category field. Displays all cases from the time range specified, sorted by help desk group. Displays all cases from the time range specified, delimited by priority. Displays all cases from the time range specified, sorted by value in the Requester field. 72 Appendix A Report Types

Table A-3 Help Desk Case Information Case Activity Report (Menu List Choice) Case Activity by Assignee Case Labor Charges by Department Case Load by Assignee Case by Activity Times High Volume Case Requester Chart High Volume Cases by Departments Chart Monthly Case Volumes Weekly Case Volume Graph Description Displays a summary of all case activity, including days active, sorted by assignee. Displays the number of cases, total time spent, average time spent, and total labor charges, sorted by department. Displays the case load handled by each assignee. Displays a summary of all case activity, including days active. Displays a chart of the requesters with the highest case volumes, sorted by category. Displays a chart of the first nine departments with the highest case volumes. Displays a list of the case volumes for each month in the specified time range, according to open and resolved cases, and case priority. Displays a graph of the case volumes for each week in the specified time range, and depicting the cases according to status. Table A-4 Help Desk Case Information My Open Cases Report (Menu List Choice) My Open Cases by Category My Open Cases by Days Active My Open Cases by Priority Description Displays all open cases for the logged-in assignee, sorted according to category. Displays all open cases for the logged-in assignee, sorted according to how many days they have been active. Displays all open cases for the logged-in assignee, sorted according to priority. 73

Table A-5 Help Desk Case Information My Resolved Cases Report (Menu List Choice) My Resolved Cases by Category My Resolved Cases by Days Active My Resolved Cases by Priority Description Displays all resolved cases for the logged-in assignee, sorted according to category. Displays all resolved cases for the logged-in assignee, sorted according to how many days they were active. Displays all resolved cases for the logged-in assignee, sorted according to priority. Table A-6 Help Desk Case Information Open Cases Report (Menu List Choice) Case Volume by Assignee Charts Case Volume by Assignee Graph Case Volume by Category Chart Case Volume by Category Graph Case Volume by Priority and Status Charts Description Displays a chart of all open cases, depicting the volume according to assignee. Displays a graph of open cases, depicting the volume according to assignee. Displays a chart of all open cases, depicting the volume according to category. Displays a graph of open cases, depicting the volume according to category. Displays two charts of all oen cases. One chart depicts the case volume according to priority; the other chart depicts the volume according to status. Table A-7 Help Desk Case Information Current Open Cases Report (Menu List Choice) Open Case Counts by Category Type Item Open Cases for Date Range Description Displays all open cases, from the time range specified, with separate counts for each category, and the types and items within each category. Displays all open cases, from the time range specified, sorted by case ID. 74 Appendix A Report Types

Table A-8 Help Desk Case Information Resolved Cases Report (Menu List Choice) Resolved Case Counts by Category, Type, and Item Resolved Case Volume by Assignee Charts Resolved Case Volume by Assignee Graph Resolved Case Volume by Category Chart Resolved Case Volume by Category Graph Resolved Case Volume by Department Charts Resolved Case Volume by Priority and Status Chart Resolved Case Volume by Root Cause Resolved Case Volume by Root Cause Graph Description Displays all resolved and closed cases, with counts for each category, type, and item. Displays a chart of resolved cases, depicting the volume according to assignee. Displays a graph of all resolved cases, depicting the volume according to assignee. Displays a chart of all resolved cases, depicting the volume according to category. Displays a graph of all resolved cases, depicting the volume according to category. Displays two charts of resolved cases. One chart depicts the case volume according to department; the other chart depicts the volume according to priority for each department. Displays two charts of resolved cases. One chart depicts the case volume according to priority; the other depicts the volume according to status. Displays a graph of resolved cases according to root cause, and a count for each cause. Displays a graph of resolved cases according to root cause. Table A-9 Help Desk VistA OI MGMT Report (Menu List Choice) Count & Percentage of Tickets by Assigned Group Count & Percentage of VistA Applications Tickets Closed With or Without a Patch Count of VistA Applications Closed Tickets by Referred or Not Referred Description Displays a tally and percentage of tickets for each VistA application for a specified group and time range, with a pie chart. Displays a tally and percentage of closed tickets with and without patches for each VistA application, sorted by month. Displays a tally of closed tickets for each Tier 3 assignee for a specified VistA application and time range, sorted by month. 75

Table A-9 Help Desk VistA OI MGMT (Continued) Report (Menu List Choice) Count of VistA Applications Closed Tickets Not Referred Percentage of Resolved Tickets Within <n> Days of Receipt Per Group, Individual Description Displays a tally of unreferred closed tickets for each assignee for a specified VistA application and time range, sorted by month. Displays a tally and percentage of resolved tickets for a specified group and time range and closed within a specified time limit, sorted by application and assignee, with a pie chart. Table A-10 Help Desk VistA Tier 2 EVS Report (Menu List Choice) Application List with Assigned Groups Count of Closed VistA Applications Tickets Count of Open Tickets by Assigned Group & Priority Count of Open VistA Applications Tickets Count of Open VistA Applications Tickets Referred to Development Count of VistA Applications Tickets Closed Without a Patch or Referral Count of VistA Applications Tickets Opened & Currently Referred Within the Same Month Count of VistA Applications Tickets Opened & Not Currently Referred Within the Same Month Count of VistA Applications Tickets Opened & Resolved Within the Same Month Count of VistA Applications Tickets Referred Back to Tier 2 Without a Patch Description Displays a list of assigned individuals for a specified VistA application and time range, sorted by assigned group. Displays a tally of closed tickets for each VistA application for a specified time range according to assigned group, sorted by month. Displays a tally of open tickets for each assigned group for a specified time range, sorted by priority. Displays a tally of open tickets for each VistA application for a specified time range according to assigned group, sorted by month. Displays a tally of open tickets referred to Development for each VistA application for a specified time range. Displays a tally of tickets closed without a patch or referral for a specified VistA application and time range. Displays a tally of open tickets for each VistA application that are currently referred to Tier 3 Support for a specified time range, sorted according to assigned individual. Displays a tally of unreferred open tickets for each VistA application for a specified time range, with a pie chart. Displays a tally of tickets resolved for a specified group and time range, sorted by month. Displays a tally and percentage of tickets referred back to Tier 2 Support without a patch for each VistA application, with a pie chart. 76 Appendix A Report Types

Table A-10 Help Desk VistA Tier 2 EVS (Continued) Report (Menu List Choice) List of My Open Referred Tickets List of My Open Tickets List of Open Tickets Older Than <n> Days by Assigned Group List of VistA Applications All Tickets by Application, Assigned Individual List of VistA Applications Tickets by Assigned Group, Individual, Application Percentage of Tickets Per Assigned Individual by Assigned Group Percentage of Tickets Per C/T/I by Assigned Group Description Displays a list of your open tickets that have been referred to Tier 3 Support, sorted by Case ID. Displays a list of your open tickets for a specified time range, sorted by Case ID. Displays a list of open tickets for a specified group and time limit, sorted by assignee. Displays a list of tickets for a specified VistA application and time range, sorted by assignee. Displays a list of tickets for a specified group and time range, sorted by assignee and VistA application. Displays a tally and percentage of tickets for a specified group and time range, sorted by assignee, with a pie chart. Displays a tally and percentage of tickets for a specified application and time range, sorted by month and group, with a pie chart. Table A-11 Help Desk VistA Tier 3 Maintenance Report (Menu List Choice) Count Percentage of Currently Referred Tickets for ALL Applications Count Percentage of Tickets EVER Referred by Application Count Percentage of Unique Open VistA Applications Tickets with Repair IDs Count & Percentage of Open Non- Duplicate Tickets Referred Count of Aging Referred VistA Applications Tickets Description Displays a tally and percentage of tickets referred to Tier 3 Support for each application for a specified time range, with a pie chart. Displays a tally and percentage of tickets referred to Tier 3 Support for each VistA application for a specified time range, with a pie chart. Displays a tally and percentage of open tickets with repair IDs for each VistA application, with a pie chart. Displays a tally of open tickets referred to Tier 3 Support for each VistA application with a total referred percentage for a specified time range. Displays a tally of aging tickets referred to Tier 3 Support for each VistA application for a specified time range according to assigned group and individual. 77

Table A-11 Help Desk VistA Tier 3 Maintenance (Continued) Report (Menu List Choice) Count of Unique VistA Applications Tickets Resolved or Closed With a Patch List & Count of Referred VistA Applications Tickets Description Displays a tally of tickets resolved or closed for each VistA application for a specified time range, sorted by month. Displays a list and tally of tickets referred to Tier 3 Support for each VistA application for a specified time range, sorted by Case ID, with a pie chart. Table A-12 Help Desk VistA VMAC Customer Report (Menu List Choice) IRM Staff Report Description Displays a list of tickets submitted by non-irm staff for a specified location and time range, sorted by Case ID. Table A-13 Help Desk Satisfaction Ratings Surveys Report (Menu List Choice) Survey Results by Assignee Survey Results by Department Survey Results by Month Graph Description Displays the number of cases and the average help desk satisfaction ratings for each assignee. Displays the number of cases and the average help desk satisfaction ratings for each department. Displays a graph depicting the average help desk satisfaction ratings for each month. Table A-14 Help Desk Solutions Current Solutions Report (Menu List Choice) Solutions by Case Summary Solutions by Category Chart Solutions by Category Detail Solutions by Category Graph Description Displays the current help desk solutions, grouped by case summary. Displays a chart of the current help desk solutions, divided according to categories. Displays the current help desk solutions, grouped by category. Displays a graph of the current help desk solutions, with each category shown. 78 Appendix A Report Types

Table A-14 Help Desk Solutions Current Solutions (Continued) Report (Menu List Choice) Solutions by Frequency Usage Solutions by Solution Summary Description Displays the current help de-escalations, grouped by the number of times the solution was used. Displays the current help desk solutions, grouped by solution summary. Table A-15 Help Desk Solutions Proposed Solutions Report (Menu List Choice) Proposed Solutions by Case Summary Proposed Solutions by Category Proposed Solutions by Solution Summary Description Displays the proposed help desk solutions, grouped by case summary. Displays the proposed help desk solutions, grouped by category. Displays the proposed help desk solutions, grouped by solution summary. 79

80 Appendix A Report Types

Glossary advanced search bar alert alert list application administrator Apropos arrival time asset asset component asset tracking Assigned assignee attachment audit trail The row of buttons, the Search Criteria field, and the Fields menu list that appear at the bottom of the Remedy User Detail pane when you click the Advanced button. You can use this bar to specify complex search criteria. A notification from an AR System server or other program to the user, indicating that certain conditions have occurred, such as a request has been submitted or progress has been made in resolving a request. The list of alerts belonging to a user that can be displayed in Remedy User or on a web client. An individual responsible for the management of the Remedy applications, including setting up forms, setting access rights for users, and configuration. The call/interaction management component of ESS that is a product of Apropos Technology Corporation. The date/time when a Requester or Submitter first opens the form to create a new ticket. Property with commercial business value: for example, a workstation. An asset may be a component or a main asset. See also asset component. A subset of a main asset. For example, a monitor can be a component for a workstation serving as the main asset. A component of Remedy Help Desk used for recording the location, status, ownership, warranty information, and so on of software, hardware, or other equipment that can be linked to tickets. Status: The status of a ticket that has been assigned to a team or individual. Time Information: The date/time a ticket is assigned to a team or individual. The person assigned responsibility for resolving a request. A text, graphics, audio, or video file that is included with a ticket. A record of the history of changes made to designated fields on a form. Provides information about the type of event, a brief summary of the record, the date the record was created, and the person who submitted the record. 81

bulletin board call call center Cancelled (Status) case case ID case type categorization Category change management change request Closed (Status) Closure code component console Create date Crystal Reports C/T/I A Remedy IT Services application feature that enables service providers to create announcements that can be viewed by the entire organization or by users in specific groups. A telephone call placed to the Help Desk or Support, typically from a customer needing information or help solving a problem. Although call and problem are often used as all- encompassing terms for customer requests received from various communication channels (such as email), the term support request is often more appropriate. See support request. A generic term that refers to reservation centers, help desks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle. The status of a ticket that has been entered in error or customer has requested the ticket be cancelled (usually prior to any action being taken by service providers), indicating that assistance is no longer required. See help desk ticket. The system-generated unique identification number for a help desk ticket. The type of service requested on a ticket. Ticket types include Problem, Incident, Question, and Request. The method used for identifying and defining a support request by breaking it down into a range of categories from broad to very specific. See Category (broadest), Type, Item, Item Component, Item Subcomponent, and Item Sub-Subcomponent (narrowest). The broadest (first) level of categorization of a support request. The process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes with minimum disruption. A request for a planned activity. A change request can involve multiple change tasks. A change request is unique to the Change Management application (as opposed to a case, which is unique to the Help Desk application). The final status of a ticket after resolution. Once a ticket has been closed, it cannot be reopened. A code used to reflect the measurement of relative success of a ticket resolution. See asset component. An entry screen to ESS. The five consoles are Requester, Customer, ESS Coordinator, Support, and Manager. The date/time a ticket is submitted. An industry standard reporting tool. Category, Type, and Item. See categorization. 82 Glossary

customer customer satisfaction survey defect code defect description defect name Description duplicate enterprise-wide entry escalation ESS Coordinator external customer form full text search help desk Any person who comes in contact with a Help Desk or Support employee in person, over the phone, via email, or by other communication channels to make an inquiry, report a problem, or submit a request. Customers may be internal (employees of the organization) or external (people outside the organization) who request information or help. The process of soliciting feedback from customers in order to determine the level of satisfaction with the services they receive. The codes used to identify defects based on IEEE standards (used by OI development). See IEEE. The IEEE standard description for the defect code. See IEEE. The IEEE standard name for the defect code. See IEEE. A detailed description of a support request. The ticket(s) based on support requests originating for the same basic reason and reported by one or more locations. All locations, departments, workgroups, and people within an organization A row in the database that represents a request. General: The process for managing a support request's priority due to the impact or timing of the request, customer input, or duration. Escalation facilitates the assignment of increased call priority, urgency, or resources so that it gets more attention. ESS: Escalations are based on predefined rules related to service level agreements. The primary contact at a VISN or facility for ESS. Also serves as liaison with the ESS project team and facilitates the national implementation, training, and use of ESS. A person requesting service outside the OI organization. Customers can be external to the OI, VHA, VA, or the Government. A database record represented by a combination of server objects such as menus, fields, buttons, etc. An advanced searching technology that allows the contents of a field to be searched with extraneous words (and, the, or, etc.) being omitted. Full text search is useful as a problem resolution aid since a search can be done on a description to provide a list of problems with similar descriptions, etc. The IT provider s organizational unit or function that is responsible for providing an initial point of contact with customers. The help desk provides service to customers, internal and external, and solves problems by providing support and information. The help desk manages support requests through various support levels and priority levels. Glossary 83

help desk manager help desk request help desk ticket High (Priority) IEEE incident Information Technology Infrastructure Library (ITIL) internal customer IT IT Director Item Item Component Item Subcomponent Item Sub- Subcomponent ITIL A person that monitors help desk cases, change requests and tasks to help them plan resources and to identify incident trends. The help desk manager also handles escalations and assignments, approves reassignments and change requests, and monitors day-to-day help desk activity. See help desk ticket. A request for service or information. The Remedy Help Desk application enables service providers to create and track help desk tickets. A ticket is unique to the Help Desk application (as opposed to a change request, which is unique to the Change Management application). The priority of support requests for which resources/services such as computer system(s) or LAN/WAN, at one or more facilities or VISNs is impaired and/or major application(s) are unavailable. Patient care is not jeopardized, but facility mission and/or operations are impaired, but not severely. The abbreviation of Institute of Electrical and Electronics Engineers, pronounced I-triple-E. Founded in 1884, the IEEE is an organization composed of engineers, scientists, and students. The IEEE is best known for developing standards for the computer and electronics industry. Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to or reduction in the quality of that service. A reference library organizations can use to improve the way IT is used. A person within the OI organization requesting service. Information Technology. A person responsible for technological direction and procurement strategy. Works with lines of business managers to determine future hardware and software requirements. The third level of categorization of a support request. The items available are determined by the type of the support request. The fourth level of categorization of a support request. The item components available are determined by the item of the support request. The fifth level of categorization of a support request. The item subcomponents available are determined by the item component of the support request. The lowest level of categorization of a support request. The item subsubcomponents available are determined by the item subcomponent of the support request. See Information Technology Infrastructure Library (ITIL). 84 Glossary

keyword keyword search knowledge base login name Low (Priority) Medium (Priority) National Help Desk (NHD) New (Status) notification online help operator ownership patch tracking message Pending (Status) permissions A descriptive word used for querying the database. A technology that allows the customer to find indexed information quickly through the use of keywords in logical combinations. An accumulation of data or history that is based on support issues and may include a collection of rules, cases, or information used to extract inferences and suggest solutions. Knowledge base is also used to refer to the repository that holds the accumulated knowledge that is based on support issues. A unique name assigned to a person accessing the ESS system, typically the NT login name. The priority assigned to support requests that do not impact patient care, facility mission and/or operations and can be handled, as resources are available. The priority assigned to support requests that do not impact patient care, facility mission or operations, but need a timely resolution. The single point of contact through which customers, internal and external, may obtain access to the full range of IT services provided by the VHA Office of Information. The default status assigned during the creation of a ticket. A message informing customers/users of various events or actions in the system by using a variety of mediums such as e-mail, pager, system alerts, etc. A function used to display the description of a selected field. One of a number of functions that enable you to define advanced searches or to build qualifications. The help desk or Support personnel who is assigned to a support request until it is satisfactorily resolved, regardless of where the support request has been assigned. Ownership of a support request may change from one individual to another (or team) multiple times during the life cycle of the support request. The message used for dialoguing between Tier 3 and test sites regarding test patches. The status of a ticket awaiting information or action from another source (other than the assigned service provider). This status stops Tier 2 SLA escalation process, in essence placing the ticket on hold. The method used for granting or restricting access to the system, database, forms, menus, fields, etc. This is a function of the ESS administrator. Glossary 85

priority qualification qualification bar query-by-example related items Remedy Remedy Alert Remedy User reminders request Request ID requester resolution Resolved (Status) results list role root cause search The nature (including scope and impact) and urgency of a support request as reflected on the ticket. Ticket priority is determined by the service provider. Priorities include Urgent, High, Medium, and Low. See the individual priority definitions. A complete definition of search criteria that includes field references, values, and arithmetical and relational operators. The row of buttons, the qualification field, and the menu list in Remedy User that enables you to specify complex search criteria. A method for describing a database search visually. An empty form is displayed and the search conditions are typed in or selected in their respective fields. The AR System turns the visual query into the proper command language, such as SQL, necessary to interrogate the database. A grouping of tickets (that may have been otherwise unrelated) for manageability. The help desk/it service request management component of ESS that is a product of the Remedy Corporation. The AR System client tool through which a notification can be sent to a user. See also notification. The AR System client tool in which users enter and track requests through the resolution process. Users can also search the database, generate reports, and modify existing requests with Remedy User. A function allowing the user to create a reminder for an event. A collection of information that describes an event (transaction), such as a problem or a service request. A unique numeric identifier for each request. The individual identified in a ticket that has requested assistance. A detailed description of the methods and/or processes used to resolve a support request. The status of a ticket once the support request has a resolution, prior to the customer s confirmation of a satisfactory resolution. A list of requests displayed in Remedy User as the result of a query. Individual items can be selected and the associated form opened for viewing and modifying. Could be confused with a table. The Remedy applications are based on user roles. Depending on your role in the organization customer, coordinator, support, management you will work with a different application view. Also, a group of approvers, typically representing a job function or responsibility. The classification of issues identified in a support request so that information may be grouped for reporting and trending analysis. The process in which users query the database to display a subset of requests according to search criteria that users define. 86 Glossary

search menu service level service level agreement (SLA) service level management (SLM) SLA solution solutions database source Status Status bar Status field status history submitter Summary support request support technician task ticket A menu list with items that are retrieved from fields in a specified form. The expression of an aspect of a service in definitive and quantifiable terms; specifies a term in a service level agreement (SLA), and quantifies its associated measure(s). A formal agreement between the customer and the IT service provider specifying service levels and the terms under which a service or a package of services is provided to the customer. Managing the quality of IT services in the face of changing needs and demands. The goal of service level management is to set up and maintain service level agreements (SLAs) between service providers and customers. Service level agreement. The method or process by which a support request is solved. The repository for solutions to known problems. The method by which a support request is received. Sources include phone, requester, e-mail, web, or NMP (network management protocol). The current state of a ticket. Statuses can change or transition throughout the life cycle of a ticket. Ticket statuses include New, Assigned, Work in Progress, Pending, Resolved, Closed, and Cancelled. See the individual status definitions. The part of a main window in Remedy User that displays instructions or useful information to the user. The core field in which the AR System tracks the various stages of the resolution process for a request. Information that shows what progress has been made on a request. Users can view status history from the Details pane when in modify mode in Remedy User. The person who enters a ticket in the system. The submitter may or may not be the requester. A short description of the support request. A request for service, typically IT support. A person who is responsible for, or assists with, the processing of a request. A support technician may serve in either a frontline capacity, which typically involves the initial reporting of a request, or in a backline capacity, which typically involves more detailed investigation and resolution of the request. A shortcut or link created in Remedy User that enables users to quickly open a specific form, search, application, or active link guide. This is different from a change task in the Change Management application. A record of support request information. Also referred to as a help desk case or support request. Glossary 87

Tier 1 Tier 2 Tier 3 Tier 3 priority Tier 3 status toolbar Type Urgency Urgent (Priority) user A term to describe the first level support function, such as problem screening, support request management, problem resolution, and so on. This function is typically performed by help desk analysts. A term to describe the second level support function, such as problem definition and diagnosis, problem resolution, and problem referral to Tier 3. This function is typically performed by support specialists. A term to describe the third level support function, such as defect management and problem resolution. Tier 3 is the highest level of support. This function is typically performed by developers, vendors, and technical support specialists. The priority based on the nature and urgency of the support request as it pertains to Tier 3 (OI development) workflow. Tier 3 priorities include High, Medium, Low, and TBD (To Be Determined). The status of the ticket as it pertains to Tier 3 (OI development) workflow. Tier 3 statuses include Open, Assigned to Team, Assigned to Individual, Analysis/Planning, WIP Next Release, WIP Patch, On Hold OGA, On Hold Vendor, On-Hold OI Consult, On Hold Customer, On Hold Next Release, On Hold VACO, On Hold Other, Returned to Tier 2 Add Info, Returned to Tier 2 Need more testing, Returned to Tier 2 N/A, and Resolved. The row of buttons below the menu bar that enables easy access to commonly used menu commands. The second level of categorization of a support request. The types available are determined by the Category of the support request. The requester s determination as to the priority of their support request. Urgencies include Urgent, High, Medium, or Low. The priority of support requests for which resources/services such as computer system(s) or LAN/WAN, at one or more facilities or VISNs, is down and/or critical application(s) are unavailable. Patient care is jeopardized or facility mission and/or operations are severely impaired. Any person with permission to access the AR System. VISN Veterans Integrated Service Network. VISN numbers are assigned 1-23. wildcard workflow A character that users can enter to represent other characters in a search. For example, in search statements in character and diary fields, users can specify wildcards to match single characters, strings, or characters within a range or set. 1. A set of business processes used to run a company. 2. The automation of business processes through actions performed by active links, filters, and escalations. 88 Glossary

Work In Progress (Status) work log The status used when a ticket has been assigned to a specialist. The specialist has ownership of the ticket and is responsible for maintaining the ticket and its resolution. The ongoing work history and pertinent information related to the progress made on a support request. Glossary 89

90 Glossary

Index A access Customer Console 6 ESS Coordinator Console 48 online help 11 Support Console 54 activity, logging 56 alerts deleting automatically 46 viewing 33 announcements, creating 68 application features 2 application help 11 Application Links 9 Assigned Requests table 54 assigning a ticket 55 attachments adding 17 viewing (bulletin board) 33 audience vii autofill of fields 10 B Browse Knowledge-Pak dialog box 28 browser access 7 bulletin board announcements 32 creating 68 C cancelling a request 22 as Support 66 case, help desk. See requests categorization, described 15 client tool access 6 closing resolved requests 30 tickets as Support 66 commercial software issues, resolving 27 console Customer 5 default view, setting 45 ESS Coordinator 47 Support 53 contact information, modifying 43 conventions used in this manual viii Coordinator. See ESS Coordinator Create Reminders tab 36 creating bulletin board announcements 68 help desk requests 12 personal notes 67 quick reports 25 reminders 35 requester record 49 Customer Console, introduction 5 customer satisfaction survey 31 D data propagating between duplicates 56 quick report 25 refreshing table 10 default console view, setting 45 definitions Priority field values 23 Status field values 22 dialog boxes Browse Knowledge-Pak 28 Help Desk Survey 32 Manage Location 52 Manage Person Information 50 New Bulletin 69 Personal Preference Manager 44 Reminders 36 Report Console 38 ServiceWare Keyword Search 27 Index 91

Solutions Search 29 Subscriptions 41 Dup column 18 duplicate tickets 59 status 18 E Enterprise Support Solution, about 2 escalating a request 24 ESS Coordinator Console, introduction 47 ESS, about 2 external ticket, referencing 59 F features 2 fields autofill feature 10 Priority value definitions 23 Propagate 56 Status value definitions 22 Work Log 56 file path, quick reports 46 filtering requests 34 See also searches forms Help Desk 14 Help Desk Minimal Submit 13 Help Desk Quick Query 20 H Help Desk form 14 Help Desk Minimal Submit form 13 Help Desk Quick Query form 20 help desk requests. See requests Help Desk Survey dialog box 32 help, application 11 I internal issues, resolving 29 K key terms 3 keywords 21 L location, modifying record for 51 logging activity 56 M maintaining location database 51 people database 49 Manage Location dialog box 52 Manage Person Information dialog box 50 Manage Profile link 43 managing list of requests 18 location data 51 people data 49 minimal help desk form 13 modifying location record 51 reminders 37 requester record 51 requests 24 My Requests table 8, 18 Dup column 18 refresh rate, setting 45 N New Bulletin dialog box 69 New Request action, modifying 44 new requests, creating 12 notes, personal 67 notifications alerts, viewing 33 method, changing 43 reminders 35 subscriptions 40 O online help, described 11 opening Customer Console 6 ESS Coordinator Console 48 resolved requests 30 Support Console 54 options, setting 43 P path, quick report file 46 people database, maintaining 49 person, searching for 42 92 Index

personal notes 67 preferences, setting 43 Personal Links 10 Personal Preference Manager dialog box 44 predefined reports available types 71 generating 38 preferences, setting 43 printing quick reports 26 table data 11 Priority field value definitions 23 profiles, managing people 49 Propagate field 56 Q quick reports file path, specifying 46 printing 26 viewing 25 R referring a ticket 58 refresh rate, setting 45 table data 10 related items 62 Remedy User tool access 6 reminders 35 Report Console dialog box 38 reports 38 file path, specifying 46 predefined types 71 requester record 49 requests See also tickets attachments 17 cancelling 22 as Support 66 categorization 15 closing 30 creating 12 escalating 24 example 22 filtering 34 modifying 24 printing quick reports 26 reopening 30 viewing list 18 quick reports 25 working with 17 Requests table 48 views 52 resolved requests, closing and reopening 30 resolving help desk cases 27 tickets as Support 66 S Search for Request action, modifying 44 link 20 search results with details window 19 searches help desk tickets 18 See also filtering requests keywords 21 person 42 saving 21 solutions 27 ServiceWare Keyword Search dialog box 27 SLAs viewing 70 working with as Support 69 software issues, resolving commercial 27 internal 29 solutions searching 27 working with as Support 61 Solutions Search dialog box 29 sorting table data 11 spell checker 11 starting Customer Console 6 ESS Coordinator Console 48 Support Console 54 Status field value definitions 22 subscriptions 40 Support Console, introduction 53 surveys, customer satisfaction 31 Index 93

T tables Assigned Requests 54 My Requests 8, 18 Requests 48 working with 10 tabs Alerts 33 Bulletin Board 32 Filtering 34 terms and concepts 3 tickets See also requests activity, logging 56 assigning 55 attachments 17 categorization 15 closing 30 as Support 66 creating 12 duplicate 59 escalating 24 example 22 external, referencing 59 filtering 34 modifying 24 referral to Tier 3 58 relating 62 reopening 30 resolving 27 as Support 66 searching for 18 viewing 21 Tier 2 and 3 referral 58 W web access 7 windows Customer Console 8 ESS Coordinator Console 48 Remedy User 6 search results with details 19 Support Console 54 Work Log field 56 U Utilities 9 V VA-specific issues, resolving 29 views default console, setting 45 ESS Coordinator Console 52 Support Console 55 Index 94