Table of Contents 1. INTRODUCTION... 1 1.1 What is FootPrints?... 1 1.2 FootPrints Application Support... 1 2. GETTING STARTED WITH THE OIT FOOTPRINTS APPLICATION... 1 2.1 Logging In and Accessing FootPrints... 1 2.2 Signing Out of FootPrints... 1 2.3 What is a Workspace?... 1 2.3.1 OIT Incident and Request... 1 2.3.2 OIT Problem Management... 1 2.3.3 OIT Change Management... 2 2.3.4 OIT Surveys... 2 3. FOOTPRINTS DASHBOARD... 2 3.1 The FootPrints Toolbar... 2 3.1.1 Home... 2 3.1.2 New Ticket... 2 3.1.3 Reports... 2 3.1.4 Knowledge Base... 2 3.2 Search, Workspace Selection, Preferences, Sign Out and Help... 2 3.2.1 Search... 3 3.2.2 Preferences... 3 3.2.3 Sign Out and Help... 3 3.2.4 Workspace Selection... 3 3.3 Home Dashboard Widgets... 3 3.4 Using the Home Dashboard to Find Cases... 3 3.4.1 List Group s Open Cases... 4 3.4.2 Find a Single Ticket... 4 4. HOW TO CREATE A TICKET... 5 4.1 Home Dashboard... 5 4.1.0 Ticket Heading Section... 5 4.1.1 Contact Information Tab... 5 4.1.2 Ticket Details Tab... 6 4.1.3 Customer Note Tab... 7 4.1.4 CI Links Tab (Not yet implemented)... 7 4.1.5 Attachments Tab... 8 4.1.6 Assignees and Notifications Tab... 8 4.1.7 Time Tracking Tab... 9 4.1.8 Related Tickets Tab... 9 4.1.9 History Tab... 9 4.2 Global Tickets... 9 4.2.1 Global Ticket Creation... 10 4.2.2 Create a GlobalLink from a Global Ticket... 10 4.2.3 Unlinking a GlobalLink from a Global Issue... 10 4.3 Linking a ticket... 11
5. ADVANCED SEARCH... 11 5.1 Ticket Criteria... 11 5.2 Contact Criteria... 12 5.3 Advanced Criteria... 12 5.4 Save/Run... 12 6. USER PREFERENCES... 12 6.1 Personal Info... 12 6.2 Issue Page... 13 6.3 Home Page... 14 6.3.1 Dashboard... 15 6.3.2 Add a Dashboard Component... 16 6.3.3 Edit a Dashboard Component... 16 6.4 Executive Dashboard... 16 7. INCIDENT MANAGEMENT... 17 7.1 Choosing the Type of Request... 17 7.2 Determining Priority for Incidents and Problems... 17 7.2.1 Assigning Urgency... 17 7.2.2 Assigning Impact... 18 7.2.3 Assigning Priority... 18 7.3 Setting Priority for Service Requests... 20 8. OTHER TOPICS... 20 8.1 Emailing a Case... 20 8.2 Printing a Single Ticket... 20 8.3 Reporting... 20 2
1. INTRODUCTION 1.1 What is FootPrints? FootPrints is the tracking system used by OIT to track incidents, problems, and service requests that come through the department from customers and end-users. 1.2 FootPrints Application Support The HelpDesk will support the FootPrints application. To report problems with the system, add/delete users, or request changes, please submit a FootPrints ticket or contact the OIT HelpDesk at 865-974-9900. 2. GETTING STARTED WITH THE FOOTPRINTS APPLICATION 2.1 Logging In and Accessing FootPrints This document will detail the FootPrints application. To access FootPrints, navigate to https://fpweb.utk.edu. You will log in using your NetID and password. IE, Firefox, Chrome and Safari are all supported for the use of FootPrints, though your mileage may vary based on each browser s own quirks. 2.2 Signing Out of FootPrints Click on the Sign-Out button in the upper-right-hand corner. Note: Signing in to FootPrints from another location or browser will end your previous session, losing any unsaved work. 2.3 What is a Workspace? In FootPrints, a workspace is a collection of tickets for a unit, department, or service area. It is identified by a unique name and number, and allows for custom fields, options, and users specific to that workspace. Each workspace remains separate from other workspaces, which allows for customizations specific to departmental workflows. OIT has 5 workspaces: OIT Incident and Request, OIT Problem Management, OIT Change Management and OIT Surveys. 2.3.1 OIT Incident and Request OIT Incident and Request is the main OIT workspace where all Incidents and Service Requests are tracked. 2.3.2 OIT Problem Management OIT Problem Management is a customized workspace used to track problems that can be linked to Globals (more information in section 4), Incidents and Changes. 1
2.3.3 OIT Change Management OIT Change Management is used to track all changes to OIT applications and hardware. These changes may also be linked to Problems, Globals and Incidents. 2.3.4 OIT Surveys OIT Surveys is used to track all customer survey responses. Service Owners and Managers have access to all available surveys. 3. FOOTPRINTS DASHBOARD After logging into FootPrints, you may perform various functions via the Dashboard, which are detailed below. You may access the Dashboard at any time by clicking the Home button. 3.1 The FootPrints Toolbar The Toolbar offers shortcuts to Home, New Ticket, Reports and Knowledge Base. 3.1.1 Home Takes you back to the FootPrints Dashboard. 3.1.2 New Ticket The New Ticket button creates a new blank ticket. If you hover over the new ticket button, options to create a new Global or KB article will appear. 3.1.3 Reports The Reports button gives you access to the reporting tool in FootPrints. There are several predefined reports, or you can create a new report. These reports may also be used as components on the dashboard. 3.1.4 Knowledge Base The Knowledge Base button opens the FootPrints Knowledge Base. 3.2 Search, Workspace Selection, Preferences, Sign Out and Help 2
In the center and right-hand-corner of the application, there are options for Searching, User Preferences, Sign-Out, Help and workspace selection. 3.2.1 Search The search box allows you to perform a quick search of all tickets by Keyword or Short Description. The keyword search will search the User Contact and Ticket Details fields. Advanced search can also be selected (explained in greater detail in section 5). 3.2.2 Preferences The Preferences option allows users to customize their Personal Info, Ticket Page, Homepage, Executive Dashboard and Miscellaneous user options. (More information in section 6.) 3.2.3 Sign Out and Help Sign-Out ends the FootPrints Session. Help opens the FootPrints help supplied by BMC. 3.2.4 Workspace Selection Clicking on a Workspace name will show you the workspaces available to you; select the workspace from the pop-up to change workspaces. 3.3 Home Dashboard Components FootPrints allow users to specify the dashboard components displayed at the top of the Dashboard Home page. Users can specify different sets of dashboard components for each of their Workspaces. This is covered more thoroughly in section 6.4 3.4 Using the Home Dashboard to Show Tickets From the Home Dashboard, a dropdown list is provided that includes pre-populated searches. These searches include: My Assignments The most recent active Tickets assigned to you. Individual Team Assignments Active Tickets for the current user s team. My Assignments and Requests Active Tickets assigned to the current user AND unassigned Requests from customers. My Assignments in All Workspaces Active Tickets assigned to the current user in all Workspaces. 3
All Tickets All Tickets in the Workspace database. Global Tickets All active Global Tickets. Requests Requests submitted by customers. Internal Solutions All internal Solutions. Solutions All public Solutions. Solutions in All Workspaces All public Solutions in all accessible Workspaces. Pending Internal Solutions Solutions created for the internal Knowledge Base pending approval. Pending Solutions Solutions created for the Public Knowledge Base pending approval. Personally saved searches. 3.4.1 Creating Searches to Show Active Status Tickets By default, the Dashboard Search Lists show tickets in all statuses except Closed. To create a saved search for your team that only includes Assigned, Work in Progress, Pending, Pending User, User Responded, and Request (from the web or contact form): 1. Below the Search box button, select Advanced Search. 2. On the Ticket Criteria tab, select the team or teams that you would like to include in the search from the Assigned To field on the left. You may control/command+click to select more than one team. 3. Again on the Ticket Criteria tab, select the following statuses in the Status field to the right: Assigned, Work in Progress, Pending, Pending User, User Responded, and Request. You may control/command+click to select more than one Status. 4. Select the Save/Run tab, name your search and click Go. You may repeat this process for tickets assigned directly to you by choosing your name from the Assigned To field in Step 2. You will now see this saved search under the Personal Saved Searches heading in the Dashboard Search List. To set this search as your default search when you log into FootPrints: 1. Select Preferences in the upper-right-hand corner. 2. Select the Home Page tab and scroll down to the option for Default List. 3. From the drop down, scroll to the bottom of the list and you will see your personal saved searches listed at the bottom. Select the appropriate search. 4. Enter your password into the Password field at the top of the page and click Save. 3.4.2 Find a Single Ticket The search box at the top of the screen can be used to search for a specific ticket number. 4
4. HOW TO CREATE A TICKET 4.1 Home Dashboard From the dashboard, click New Ticket. 4.1.0 Ticket Heading Section Each ticket has a static heading at the top that includes the fields for: Short Description A concise description of the issue Status New, Request, Assigned, Work In Progress, Pending, Pending User, User Responded, Resolved, Referred, Declined and Duplicate Pending Status (Not shown) Parts, In Queue, Response, Requester Information, Scheduled, At Third Party, Approval, Investigation, Infected, 2BDisabled, Disabled, 2BEnabled, 2BUnregistered, Unregistered and Security Scan Request Type Request, Incident Urgency Urgent, High, Medium, Normal Impact High, Medium, Low Priority (this is set automatically after the ticket is saved) Critical, High, Medium and Normal Templates can also be created for commonly created tickets, such as a password reset. Select the template from the drop down and click Use selected template. *Note: Templates are user-role-wide, and not personal, like the Remedy macros were. 4.1.1 Contact Information Tab On the Contact Information tab, you can record the contact information for the Primary POC and Secondary POC (if necessary). When the NetID is entered with a return, the remaining data elements of the profile are retrieved from the LDAP server. The only exceptions to this are in the case of suppressed entries, which will only return the Email 5
address or for persons without a NetID, which will return nothing. If the customer does not have a NetID, use the NetID of guest (Case does matter); you will need to manually enter the customer s name and additional information. If there is a Secondary POC for a ticket, choose Yes from the drop down and fill out the Secondary POC information by hand. Fields in red require an entry. On this tab the required fields are NetID and Display Name. To see the all of the requests for the Primary Contact, enter the POC NetID and click History. 4.1.2 Ticket Details Tab This tab is used to record detailed information about the case. Fields heading with red text are required. The information entered in the Work Log field cannot be altered once the Case is saved, but additions can be made. The Work Log field must be updated with each ticket save. Support personnel can view previous entries within the Work Log at any time by clicking on the View Complete Field Data button. 6
The Category/Type/Item/Sub-item (CTI s) have been revamped to easier categorize the issue. The CTI s are used as a classification and reporting tool. 4.1.3 Customer Note Tab The Customer Note tab is used to send/track correspondence with the primary point of contact in a case. The tab has fields for sending new messages, a history of all email correspondence in the ticket, and a canned response option for solutions for common cases, known as Quick Descriptions. The customer note tab sends as rich text and has the ability to also include images. 4.1.4 CI Links Tab (Not yet implemented) (Not yet implemented) The CI Links tab displays a list of assets in the CMDB that are linked to this issue or customer. 7
4.1.5 Attachments Tab Attach files to the ticket (25 MB file size limit). Any screen shots or attachments sent via email from the customer to FootPrints will also appear here. 4.1.6 Assignees and Notifications Tab The Case Assignment tab is used to record both group and individual assignment information. To assign a case directly to a group, first select the group that the person is a part of in the Workspace Members field, then double-click the Assign Team option or select the Assign Team option and click the right arrow. To assign a case directly to a person, first select the group that the person is a part of in the Workspace Members field, then double-click the person s name or click the right arrow. When a request is assigned to a group, all members of the group are notified. If a case is assigned directly to an individual, then only that member of the group is notified. For this reason, typically assignments should be made to groups, in case an individual assignee is out of the office or unable to complete a request quickly. To remove an assignment from the Assignees box, double-click the team name or select the team name and click the left arrow. After assigning the case to a team or individual, you may also choose who is emailed on the request: customer, assignee, or a CC: email address. Email notifications are sent to the customer for all tickets that are in the following statuses: New (ticket creation), Pending User and Resolved. Email notifications are sent to the assignee for all tickets when they are Assigned or a user has responded to the ticket. 8
4.1.7 Time Tracking Tab Time tracking in FootPrints can be entered as Hours and Minutes or as a Start and End Date and Time. Multiple time entries can be added using the Add Another button. 4.1.8 Related Tickets Tab Any tickets that have been linked to another ticket, Global, Problem, Change or Survey will appear in this tab. This tab will only appear once one of the above tickets has been linked. See more about linking tickets in sections 4.2 and 4.3. 4.1.9 History Tab The ticket History provides access to an audit trail of all actions performed on an Issue in column format. This section is only available when editing Tickets. This tab will not appear until the ticket is saved. The links at the top of the window include: Complete History: All activity for an Issue. Issue History Only: Actions performed on an Issue by all users and those automatically performed by the system. Email History: All email activity for an Issue. 4.2 Global Tickets Global Tickets differ from Tickets in that they may be linked to many common or duplicate Tickets. This makes them a single entity. At any given time, there may be three or four Global Tickets or none at all. Global Tickets should be reserved for important, allencompassing tickets that affect many users, such as system outages. Global tickets can be dynamically linked so that they automatically update the linked tickets, such as updating a ticket and notifying the customer when the ticket has been resolved. Circumstances that may merit a Global Issue: Several customers report similar tickets; such as I cannot send email. To track Tickets generated from planned outages or upgrades. To introduce new support for an application likely to cause increased Ticket Requests. A Global Ticket is essentially the same as a regular Ticket. The distinctions include: 9
An option to allow Broadcast to Agents. This will pop up for anyone logged into FootPrints. Global Tickets do not have a customer contact or Primary POC. Global Tickets display a special icon when viewed from the Home Page. 4.2.1 Global Ticket Creation When an Agent or Administrator is aware of an issue, such as a server crash, a Global Ticket can be created from scratch to proactively address the issue. Position the mouse over the New Ticket button on the toolbar and select New Global. A new Global Ticket can also be created from the Details view of an existing Ticket. From the Global button, you can create a new Global Ticket with the information in the existing Incident Ticket or Link that Incident ticket to an already created Global Ticket. 4.2.2 Create a GlobalLink from a Global Ticket There are two methods to create a GlobalLink from a Global Ticket. Once a Global Ticket is created, it is listed in the Global Tickets component of the Dashboard. 1. Click the Create a GlobalLink for this Global Ticket button from the Global Ticket dashboard widget and complete the Ticket as usual. 2. The Details view of a Global Ticket will give you the option of clicking the New GlobalLink button on the toolbar and completing the Ticket as usual. a. From the Home Dashboard, open the Ticket in the Details view. b. Click the Global button to access the Global toolbar. c. Click the Link to Global button. d. Select an open Global Ticket from the menu. e. Click the Go button to return to the Home Page. 4.2.3 Unlinking a GlobalLink from a Global Issue Once a Global Ticket is closed, the GlobalLinks automatically close. However, there can be situations when a customer calls the service desk to communicate that the problem still exists. For example, Exchange server tickets may be the reason all but one customer couldn t receive email. Footprints has the ability to unlink a GlobalLink from a Global Issue. 1. From the Home Page, open the Global Issue in Details view. 2. Click the Related Tickets tab. 3. Click the Unlink link. 10
4.3 Linking a ticket FootPrints has the ability to link related cases together. The most common use of this is to link an Incident ticket to a Global ticket (as discussed above), which is then linked to a ticket in the Problem Management workspace. The Problem ticket can then be linked to any necessary Change ticket(s) in the Change Workspace. Linking Tickets is accomplished by copying a Ticket, creating a Master Issue/Subtask relationship, or through GlobalLinks. Tickets can also be linked directly to one another. A static link that changes in one Ticket does not affect the data within the other Ticket. Dynamic links can also be used. Dynamic links reflect changes from one Issue in another. Issue workflow guidelines suggest fields utilize dynamic links. 1. Before creating a link, obtain the Issue number of the Issue to link to. 2. From the Home Page, open the Issue to link from in Details view. 3. Click the Link button. 4. Select the Workspace that contains the Issue to be linked. 5. Enter the Issue Number. 6. Click the View Details button to verify the correct Issue number is entered. 7. Specify a Link Type (dynamic or static). 8. Click the Go button. 9. To view the linked Issue, or to unlink, click the Related Tickets tab. 5. ADVANCED SEARCH The Advanced Search feature allows searching the Workspace database with any combination of fields and advanced criteria. Service Core automatically generates the Advanced Search form for each Workspace; with all of the custom and built-in fields for that Workspace included. For example, if the Workspace Administrator adds a new field, the field is included automatically on the Advanced Search form. In the same way, if a field is deleted from the Workspace, it is removed from the Advanced Search form. To perform an advanced search, click the Advanced link located under the Quick Search button. The Advanced Search form contains three panes where search criteria are defined. Those windows are Ticket Criteria, Contact Criteria, and Advanced Criteria. 5.1 Ticket Criteria The Ticket criteria tab lists all of the available fields within FootPrints. You can use any of these fields as criteria for your search. As you select criteria, each field becomes an AND statement. For example, if you select a field from Assigned to as well as a field from Request Type, your search will look for tickets with the Assigned to selection AND Request Type selection. Any field that is not selected is not searched on. 11
5.2 Contact Criteria The contact criteria tab allows you to restrict you search based on the customer s contact information. 5.3 Advanced Criteria The Advanced Criteria window allows searches to be based on: The type of Issue to include. The date and/or age of the Issue. More than one criterion. This window is also used to determine the order results are sorted. The searches are sorted and re-sorted by up to three different criteria types. 5.4 Save/Run The Save/Run window allows for immediately running a report and viewing the results. You can also save the search so it can be quickly run at a later date without recreating the criteria. Searches may be saved as: Personal Search only accessible to user. Shared (Internal) Search accessible to all Agents. After a search is saved, it is accessible in the Display drop-down field on the Home Dashboard under either Personal Saved Searches or Shared Saved Searches. 6. USER PREFERENCES 6.1 Personal Info Changes to general preferences affect all Workspaces. The Personal Info Tab provides the following options: Name: The Agent name when specifying an assignee. (If using an ACD phone and ACD stats are being collected, this should match your entry in ACD/LDAP and should not be changed.) Primary Email Address: Email address notifications are sent to the address in th isfie ld. Pager Email Address: Pager address notifications are sent to the address entered in this field sent. Wireless Email Address: Wireless address notifications are sent to the address entered in this field. Change Password: Unavailable. FootPrints authenticates off of LDAP. 12
Default Workspace: Provides the ability to choose the Workspace that is displayed at log on by default. Your Local Time Zone: By default, Footprints Service Core displays all dates and time in the time zone of the Footprints server. In the event a different time zone is selected, all dates and times are adjusted to reflect the time zone. Date Format: This option specifies the format of date display. Preferred Language: This option allows for changing the language used throughout the application. U.S. Government Section 508 Compliance/Visually Impaired Enhancement: This feature provides the visually impaired with a user interface that is easier to read. If enabled, Footprints Service Core is optimized for use on "JAWS" and similar browsers. Footprints Service Core Serial Number: Only needed by System/Workspace Administrators for BMC Support. 6.2 Issue Page Issue preferences are options to specify how Tickets are displayed. Each user can configure the various options for preferences which allows for custom workflow analysis. These options bring the work directly to the user, providing an efficient workflow. Interface Style: Users can choose between tabs and an expand/collapse interface. When Tabs are selected, the sequence for display of the first three tabs is displayed. When Expand/Collapse is selected, users can specify the sections displayed in expanded mode for each of the three page types. Enabled check boxes indicate that a section displays in expanded form. Automatic Spell Check: Enables automatic spell checking. The spelling verification occurs after submission or update. (Not recommended) HTML Customer Note Editor: The Description field can include controls for formatting text such as font type, size, color, bulleted lists, numbered lists, and tables. Internet Explorer v5.5 or greater is required for this feature. If disabled, a plain text box is displayed instead. Flip-Thru Customer Note Viewer: If enabled, only one description is displayed in the Issue Description field. Arrow buttons allow for advancing through multiple descriptions. An additional control above the Description field provides the ability to display all descriptions at once in a new window. Display Complete Customer Note on Edit: If enabled, a non-editable display field is included before the description field. This allows the Agent to scroll through previously used descriptions without opening a separate View Current Description window. Edit Most Recent Customer Note: If enabled, the last description of an issue appears on the edit page in a separate box for editing. 13
Pre-fill New Tickets with My Contact Information: If enabled, the contact information section of the Issue is pre populated with the address book record of the Agent entering Issue data. The Agent must have a corresponding record in the address book or the fields remain empty. Open Attachments from a New Window: If enabled, a new window is opened when file attachments are included to download. Behavior After Issue Create/Edit: When modifying a record the system can: Close window and/or Refresh Home Page, Display Issue Details, or Display Confirmation Page Only. Quick Customer Notes/Signatures: This option is used to provide quick access to common answers, or to create a personal signature. To use a Quick Customer Note with a Ticket open, select the name for the Quick Customer Note the same way as those created by the Workspace Administrator. Quick Customer Notes created by an Agent are listed under Personal. To create a Quick Customer Note entry, click the Configure Quick Customer Note /Signatures button, enter a name for the Quick Customer Note, enter your Password and click the Go button. To edit, re-order or delete a Quick Customer Note, click the Configure Quick Customer Note /Signatures button, select the task to perform. When finished, enter the Password and click the Go button. Require Password for Tickets: The security option allows for restricting others from updating assigned Tickets (for example, if an Agent is away from their desk) by requiring a password. The password is the same as a user s login password. If this feature is enabled, a Password field is displayed next to the Save button. (This is not enabled) 6.3 Home Page This section specifies the list of Tickets included on the Home Page. By default, My Assignments is selected. It is recommended to set up a saved search of your personally or team assigned tickets in an open status (described in 3.4.1). A different list can be selected to display any other built-in or custom list. Selections made in this section are Workspace-specific. The Home Page tab provides the following options: The lists available on the Home Page. The list displayed by default. How often the list is to be refreshed. By default the list refreshes each time the Workspace Home is clicked on the toolbar, or any action that brings you back to the Home Page is performed. The maximum number of Tickets displayed in each window. 14
The field to sort the list by; determine if it should display in ascending or descending order. A secondary sorting field; determine if a secondary sort should be ascending or descending order. The option to create a customized list of columns and sort orders. The option to control column format and when Quick Links should appear. 6.3.1 Dashboard The FootPrints Dashboard preferences allow users to specify the dashboard components displayed at the top of the Home Page. Agents can specify different sets of dashboard components for each of their Workspaces. By default, Global Tickets are displayed. Dashboard components can be displayed in as many as four columns. Users can also build custom components for display on the Home Page. The top right-hand corner of the Service Core Dashboard title bar includes shortcuts to collapse and expand all components. Individual components can be expanded, collapsed, or closed by clicking the appropriate button on the component title bar. The available components and a brief description are listed below: Chart: When this component is selected, the chart to display is also selected from a menu. Options are Received vs. Closed and Active Tickets. If Received vs. Closed is selected the time period must also be selected, as well as if only the Agent s tickets or the entire Workspace's Tickets are to be displayed. Tickets received and Tickets closed during the selected period for the designated Agent(s). Currently Logged In Users: Lists the number and IDs of users logged into the current Workspace. When specifying this component, the number of records to display on the first page of the list is specified. Custom Defined: Custom code to display other information in the dashboard component is entered here. This can be HTML, JavaScript, etc. Global Tickets: Displays Global Tickets. When specifying this component, the number of records to display must also be specified. Most Recent Solutions: Displays recent Solutions from the Knowledge Base. The number of characters to display for the Solution title field must be specified. My Assignments: Lists the Issue number and title of active Tickets. The list entries are linked to Tickets. Clicking a list entry opens the Issue. When specifying this component, the number of records to display on the first page of the list must be specified. Pending Approvals (for Change Management approvers): Lists change management Tickets when the current Agent is included as an approver and still requires a vote. When specifying this component, the number of records displayed for the first results page must be specified. Pending KB Approvals (for Knowledge Base approvers): Includes submitted Knowledge Base Solutions that the current Agent is tasked to approve. When 15
specifying this component, the number of records to display on the first page of the list must be specified. RSS Feed: Includes entries from selected RSS feeds. When specifying this component the number of records to display on the first page of the list must be specified as well as the URL for the RSS feed. Requests: Includes the Issue number and title of tickets in the request status. The list entries are linked to the Tickets. Clicking on a list entry opens the Issue. When specifying this component, the number of records to display on the first page of the list must be specified. Saved Search: Lists searches saved for quick access. Today's Appointments: Lists appointments for the day. Workspace Totals: Lists the number of Tickets categorized by status. The status can be clicked to quickly display the Tickets in the main frame. 6.3.2 Add a Dashboard Component 1. In the Available Components field, select a dashboard component to add. 2. Fields are automatically displayed based on the component type selected. Enter additional information as needed. 3. Click the Add Component button. The dashboard component is displayed as an icon in the Dashboard area. Position the mouse over dashboard components to see contents of the current dashboard. 6.3.3 Edit a Dashboard Component 1. In the Current Dashboard section, click the dashboard component to be modified. 2. Change settings as needed. 3. Click the Complete Edit button. Alternately, to remove a component, click the Delete Component button. 6.4 Executive Dashboard This tool provides business intelligence concerning the performance of the service desk. Agents and management with access to the Executive Dashboard can specify the types of information to display. The refresh rate can be specified as well providing the ability to see changes taking place in real-time as the service desk progresses through the support period. More information regarding the Executive Dashboard will be available at a later date. 16
7. INCIDENT MANAGEMENT Incident management allows us to track cases reported by users and monitor the requests to ensure that cases are addressed appropriately, according to the impact and urgency of the tickets. 7.1 Choosing the Type of Request Request Type There are 3 total types of requests: Incidents, Service Requests, (created in the Incident and Request Workspace) and Problems (created in the Problem Management Workspace). When you create a ticket, you will need to determine whether the case is an incident, service request or problem based on the guidelines below. In general, the HelpDesk will create most Problem tickets for major events/outages and link it to a Global Ticket. Problem - The unknown root cause of one or more incidents. Incident An incident is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example, failure of one disk from a mirror set. Basically, if something was working properly but now it is broken, we will consider it an incident. Other Examples: Service (Email, Banner, Online@UT) not available, application bug, system down, printer not printing Service Request A request from an end-user for: information, advice, a routine service request (install software, reset password, etc.), access to an IT Service. 7.2 Determining Priority for Incidents and Problems Priority will be based on the Urgency and Impact of the incident. Urgency is the acceptable delay in resolving the incident The number of users or business processes affected will determine impact. 7.2.1 Assigning Urgency There are four urgency rankings: Urgent, High, MediumAnd Normal Rank Impact Criteria Urgent Impacts Enterprise Impacts multiple business units 17
High Process stopped; user cannot work System and/or service unavailable No work around available Medium Process affected; certain functions are unavailable to user System and/or service is degraded May or may not have workaround available Normal Process affected; certain functions are unavailable to user System and/or service inconvenienced but still available Workaround available 7.2.2 Assigning Impact There are three impact rankings: High, Medium, or Low Rank Impact Criteria High Entire department, floor, or group Greater than 100 people affected Medium Between 21-99 people affected Low Less than 20 people affected 7.2.3 Assigning Priority Once you choose the Impact & Urgency in FootPrints, then the Priority will be automatically assigned based on the following chart once the ticket has been saved. Incident priority may be adjusted when incidents are escalated to Level 2 or Level 3 support staff based on further analysis of the issue. The priority may also change over the life of the incident. URGENCY IMPACT 18
High Medium Low Urgent Critical Critical High High Critical High Medium Medium High Medium Normal Normal Medium Normal Normal The Incident Priority of a case will determine the target resolution time. Critical cases will have a shorter target resolution time than Normal cases. Priority Definition Response Time Target Resolution Critical Major incident that Acknowledgement of is affecting a large group the issue will take place within 30 minutes < 4 hours of users or critical business processes Communication to all users affected (IT Traffic Center) will take place within 2 hours of the first reported incident Updates to the IT Traffic Center will be made every 4 hours until the incident is resolved High Significant incident that is causing work to slow or stop Acknowledgement of the issue will take place within 30 minutes. Communication to all users affected (IT Traffic Center) will take place within 2 hours of the first reported incident Updates to the IT Traffic Center will be made every 4 hours until the incident is resolved <12 hours 19
Medium Incidents that may be impacting work but for which there is a workaround Acknowledgement of the issue will take place within one business day. < 5 business days Normal Incidents with low impact or where a workaround is easily followed Acknowledgement of the issue will take place within one business day. Planned 7.3 Setting Priority for Service Requests The HelpDesk will always set the Priority for a service request to Normal. These requests include information, routine requests, advice, access to IT services, etc. Should an SLA require a higher priority, the priority may be adjusted once the case has been assigned to the appropriate group. When you create a ticket for a service request, you will need to set the Priority. If you have an SLA in place that requires a higher priority, then you can choose the appropriate one. 8. OTHER TOPICS 8.1 Emailing a Case You can email a ticket s information to anyone using the CC: function in the Assignments and Notifications tab. It is recommended to uncheck the Customer and Assignee fields as to not copy the customer or assignee on the ticket. 8.2 Printing a Single Ticket Open the Ticket to be printed in the Details View and select Report from the toolbar at the top for a print view. 8.3 Reporting More information to come on Reporting. 20