PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES... 2 What is the Purpose of OA s Enterprise IT Helpdesk Procedure?... 2 How will Problems, Questions or Changes be entered?... 2 CATEGORY, TYPE AND ITEM DESCRIPTIONS:... 4 DESCRIPTION OF PENDING STATUS:... 5 Call Priority Definitions:... 6 Guidelines:... 7 Page 1 of 8
PROCEDURES FOR REPORTING REMEDY APPLICATION PROBLEMS AND ISSUES What is the Purpose of OA s Enterprise IT Helpdesk Procedure? To improve the current Remedy Support service for Remedy application issues Highlights To be a single entry point to track and resolve Remedy application issues. All calls would be channeled through the OA remedy system for tracking and resolution (Calls after hours would be taken by the ECC (Enterprise Call Center) and submitted through the OA system). Remedy Trouble Ticket numbers will be given to each problem and distributed to the various callers and submitters. The new Remedy Application Support Category would be a Tier 2 entity. Acting much like the other Tier 2 entities the calls received by the Tier 1 Helpdesks will be escalated via the various Tier1 Agency Helpdesks to Remedy Application Support (Tier 2). Through this new process OA will be able to track and report incoming remedy related problems, changes and questions. OA will then take the logged problems and determine the proper resource or resources to resolve the issue. (Resolves can come from but not limited to the flowing type, resolved by the Remedy Administrations Group, reassigned to developers, and or redirected back to Tier 1 if the problem is found to lie at the agency level.) OA will take selective resolves and add them to a Remedy Knowledge Base. These entries can then be evaluated for future Training needs and/or added to the Frequently Ask Questions section of the Helpdesk web page. How will Problems, Questions or Changes be entered? There are several ways to enter a question, change or problem but all result in a tier 1 ticket being created and escalated to Tier 2. Below is listed how such calls can be generated. Problems: (How to handle Remedy Application Problems?) 1. Check Knowledge Base on the OA Enterprise IT Helpdesk webpage or the support documentation on the Helpdesk Web Site. 2. Direct Remedy application problems through your normal Tier 1 to Tier 2 Remedy escalation procedures. A trouble ticket will be generate under the following: Category Remedy Application Support Type Problem Item (Choose from the list according to your needs.) 3. If the problem is an emergency call the Enterprise Call Center (Option 0) and generate a ticket. Page 2 of 8
Questions or Suggestions: (How to place a suggestion or ask a question?) 1. Check Knowledge Base on the OA Enterprise IT Helpdesk webpage or the support documentation on the Helpdesk Web Site. 2. Call your Tier 1 helpdesk to report the remedy application problem they will generate a ticket under the: Category Remedy Application Support Type Information. Item Information Change Request (How to place a change request for the OA Remedy system?) 1. Call your Tier 1 helpdesk to report the suggested Change Request they will generate a ticket under the: Category Remedy Application Support Type Help Desk Application Item (Choose from the list according to your needs) Note: Help Desk request must be placed through the remedy system to be tracked. An approval time maybe need for some request both from OA side and the agencies so please allow time for this contingency when planning new initiatives. Page 3 of 8
CATEGORY, TYPE AND ITEM DESCRIPTIONS: Category: Remedy Application Support o This is the name of the category that all enterprise remedy application related tickets should be assigned. Type and Item: Help Desk Application (Questions, comments, suggestion, and or concerns) Helpdesk Modification If an entity that needs a modification to an Enterprise related function. They should place a ticket under this item. Certain changes must be approved before they can be implemented. (NOTE: Changes to non OA owned servers are at the responsibility of the owners.) Types of requests: Need new notifications, Field needs renamed, New Helpdesk needs created, licensing needs changed, Updates to workflow Etc Add, Modify, or Delete User When a group needs modifications to a remedy user that OA Enterprise Helpdesk provides, they would place the ticket under this item. In the work log should be all needed information on the user. Agency Name CWOPA Id Email address License type Group CTI These tickets deal with request for changes to a Groups Category, Type and Items Documentation Page 4 of 8
This cover when documentation is outdated or errors are notices. If Documentation is needed and none can be found a request for generation can occur. Information (Questions, comments, suggestion, and or concerns) Items: Information For any questions, comments or suggestions that needs asked this will provide a traceable way to pose these requests or statements. Sample Questions: Where can I find changes to the helpdesk? What do I need to do to change my CTIs? Problem (Questions, comments, suggestion, and or concerns) Client This covers issues that arise from various client problems (Client 4.5.2 through 5.1) Example Problems: Can not sign on to client. The client is reporting a different server then what s listed. Other technical error pertaining using a certain client versions. Notifications This covers problem with users not receiving needed notifications or errors generated when notifications are sent and received. Reports This covers the various reports supported by OA and the problems and error that would be generated by there use. Other This Item is to be used for any other problem types that might arise and not fall under and fore mentioned Types or Items. DSO This covers issues that would go wrong technically within the DSO, such as but not limited to: Mappings, DSO errors, and DSO Fields DESCRIPTION OF PENDING STATUS: Page 5 of 8
Pending Descriptions Policy Decision: o When a top level decision that affects multiple individuals or agencies needs to be made a Policy Decision will be used. Top level approval will need to be given and communication sent for such an action to be moved to resolved User call back o User needs to be called back for more information, approval or clearance and was not available the status indicates a first attempt was made and a call back is needed. Approval o Approval is needed my various groups (but not top level management) and is in the process of being introduced waiting for final approval to move forward. SERVICE LEVEL GUIDELINES Call Priority Definitions: Urgent: Business-critical production outage o Any business-critical technology listed in the Types field being used in production Issue prevents multiple people from doing their work There is no work-around Examples: DSO problems and errors NOTE: Remedy Server and SQL Outages or connection related issue must be assigned to Enterprise Server Farm (ESF) per standard procedures. High: Problem affects non business-critical process o Any non business-critical technology listed in the Types field that is being used in production Issue prevents multiple people from doing their work Ability to conduct work is extremely impacted There is no work-around OR Problem affects business-critical process Page 6 of 8
o Any business-critical technology listed in the Types field being used in production Issue prevents one person from doing work Ability to conduct work is extremely impacted There is no work-around Examples: Trouble Ticket synchronization or escalation problems, Notifications errors Medium: Problem affects non business-critical process o Any non business-critical technology listed in the Types field that is being used in production Issue prevents one person from doing work There may be a work-around Examples: User creation, modifications, and deletions, OA Remedy Helpdesk Modifications, Remedy Client issues Low: Problem affects non business-critical process o Any non business-critical technology listed in the Types field that is being used in production Work-around is available Scheduled work/maintenance Minor inconvenience Examples: Questions, Suggestion, Information, Various Change Requests, Ticket update or status questions NOTE: OA Enterprise IT Helpdesk reserves the right to change any incoming Call Priority to the appropriate propriety type per the above descriptions. Such changes will be documented within the work log. Guidelines: While not an actually contractual agreements we will strive to meet the following guidelines as a baseline reference to Service levels: Priority Tier 2 Assigned Tier 2 Resolved Tier 1 Commitment Urgent 30 minutes 2 hours 30 minutes High 1 hour 6 hours 1 hour Medium 4 hours 3 days 1 day Low 8 hours 5 days 2 days Page 7 of 8
Terms and Definitions: 1- Assigned: When an agent has acknowledged the tickets ownership and has either started communication with the necessary parties or started working on an actual resolution to the problem. 2- Resolved: When an agent has solved the problem submitted and has changed the status to Resolved. The ticket is then reassigned back to the Tier 1 entity that it originated to have the end-user verify the resolution. For those urgent issues that can not be completed in this time frame (such as some DSO issues) a clear expectation will be communicated and agree upon from the requestor and the agent. 3- Commitment: a. The amount of time a Tier 1 has to respond to a request for more information made by Tier 2, by either acknowledging the request for more information with a time estimate for information delivery or providing the requested information to Tier 2. b. The amount of time a Tier 1 has to verify the resolution with the end-user and closes the ticket. Page 8 of 8