Call Logging and Alert Monitor User Guide Version 3 Last Edit 2/2/2016 Page 1 of 28
Table of Contents About Call Logging... 4 Getting Started... 4 Navigation and Commonly Used Shortcut Keys... 6 Creating Tickets... 8 Enter Customer / Requester and/or Contact... 8 Alert Status... 9 Ticket Information... 10 Incident Description... 10 Categories and Call Types... 10 Priority... 13 Status... 13 Source... 13 Detail Screens... 14 List of Call Types that have Detail Screens... 15 Assignments... 15 Create an assignment... 15 Journals... 16 Create a Journal... 16 Attachments... 17 To add an attachment... 17 Knowledge Base and Need Help... 17 Updating Tickets... 18 Acknowledging your Assignments... 18 Reassigning Tickets... 19 Resolving your Assignments... 20 Closing Tickets... 20 To Close a Ticket... 20 Customizing Call Logging... 20 Last Edit 2/2/2016 Page 2 of 28
Simple Searches... 20 Create Call Groups... 22 Alert Monitor... 22 About Alert Monitor... 22 Creating an Alert... 22 Differences between Call Logging desktop client and Call Logging web client... 26 Last Edit 2/2/2016 Page 3 of 28
About Call Logging Call Logging is the tool used by University IT to log, track and resolve customer requests. Features in this version include a desktop and web client, and enhanced interface for support personnel. Customers will have access to a Self Service portal to log and track their requests. Alert Monitor is a customizable tool used to notify you of new and/or modified requests. This guide covers the process and procedures to log and resolve break/fix issues, requests for information, new/add/change requests, outage reporting and project deployment tracking. Getting Started To access Call Logging, you can use either the Windows desktop client or the Web Interface. The desktop client can be found under All Programs HEAT Call Logging. The Web client is located here: https://call-logging.ur.rochester.edu Both the desktop and web client use your Active Directory credentials. Many features contained in the desktop client are not available in the web client. Refer to Differences between Call Logging desktop client and Call Logging web client for a list of the differences. When you launch the Call Logging desktop client for the first time, you will be asked to specify a Data Source. Select HEAT_Prod_97 then check the box to Automatically use this Data Source in the future. Click OK. When prompted to Automatically use this database User ID and Password in the future, select Yes Last Edit 2/2/2016 Page 4 of 28
Note: After your initial log on, the Restore Saved Groups dialog box may open upon subsequent logons, asking if you want to Restore saved groups from previous session. If you answer Yes, you will see the last active Call Group display. The main Call Logging window opens with the Dashboard showing (desktop client only) Click on Settings in the lower left corner of the dashboard to select which groups to display on the dashboard. You can also add customized groups to the Dashboard (see Customize the Dashboard). Click on the X in the upper right corner to close the dashboard. OPTIONAL: To prevent the dash board from displaying, turn it off by un-checking Show Dashboard At Startup under Edit User Preferences Display tab. Last Edit 2/2/2016 Page 5 of 28
Navigation and Commonly Used Shortcut Keys Function Go to Ticket Help Move between Call Groups New Assignment New Call New Journal Quick Close Refresh Ticket Save Spell Check Toggle between Upper and lower panes on Call Log screen Validate Key Ctrl + G F1 Ctrl + Tab Ctrl + A Ctrl + N Ctrl + J F10 Ctrl + F5 Ctrl + S Shift + F9 F6 F9 Last Edit 2/2/2016 Page 6 of 28
The Call Logging screen is shown below and consists of six tabs; Call Log, Detail, Assignment, Journal, Web and Attachments. Last Edit 2/2/2016 Page 7 of 28
Creating Tickets Create a new ticket by pressing Ctrl + N or select New Call Record from the File menu or use the New Call Record icon Enter Customer / Requester and/or Contact Customer information is populated from LDAP. The customer database includes faculty, staff and students who have an active relationship with the University. The following fields can be used to look up customer information: Last Name, First Name, NetID, Department, and Phone #. For example, type in the first few characters of the Last Name, then press Tab or F9 or right click in the field name and select Validate Field to pull up a list of matching customer records. Select the customer s name from the list Last Edit 2/2/2016 Page 8 of 28
Alert Status You may see a flag on the customer s record as shown below. The proposed Alert Definitions are IT Liaison Departmental IT Liaisons (Example: VIP, Executive Support, IT Net Admin) Tier 1- A High Profile customer (Example: Hajim IT Critical) Tier 2 A customer that supports a tier 1 customer (Example: VIP & IT Liaison) Executive Support Team A customer who is supported by the Executive Support team (Example: President Seligman) For customers that are not in LDAP (e.g. contractors, parents, etc) enter the contact information in the Alternate Contact fields Determine who should be contacted for the resolution if the requester and the customer are not the same. Last Edit 2/2/2016 Page 9 of 28
Ticket Information Incident Description Enter as much detail as possible to describe what is being requested Do not include personal information in the ticket If you are creating a ticket from an email message, remove extraneous information and formatting Categories and Call Types To facilitate accurate reporting, each ticket is classified as one of five main categories. Please refer to the process flows below for Break/Fix, New/Add/Change, Outage, and Project Deployment. The fifth category is used for general Information Requests. You can also find the flows in the University IT Knowledge base. Call Logging Ticket Process Flow Scenario: Break/Fix University IT Help Desk Level 1 University IT Help Desk Level 2 University IT Help Desk Level 3 Customer contacts the Help Desk Contact can be made via phone, email or chat Level 2 MUST acknowledge ticket immediately Level 2 MUST acknowledge ticket within 4 hours Is the ticket a URGENT or CRITICAL priority? Help Desk agent records information about broken service in Call Logging ticket Is the ticket a URGENT or CRITICAL priority? Level 2 troubleshoots problem using all available tools. Level 2 agent assigns the ticket to Help Desk Level 3 Level 3 MUST acknowledge ticket immediately Level 3 MUST acknowledge ticket within 4 hours Break/Fix Level 1 agent troubleshoots problem using all available tools Level 1 Is the problem resolved? Level 1 contacts customer and verifies issue is resolved and closes ticket Level 1 assigns the ticket to Help Desk Level 2 Level 1 agent updates ticket with detailed information about troubleshooting performed Level 2 Is the problem resolved? Level 2 agent updates ticket with detailed information about resolution. Level2 contacts customer and verifies issue is resolved. An closes ticket Level 2 agent updates ticket detailed information about troubleshooting performed Level 3 troubleshoots problem using all available tools. Level 3 Is the problem resolved? Level3 contacts customer and verifies issue is resolved. An closes ticket Level 3 agent engages vendor Level 3 agent updates ticket detailed information about troubleshooting performed Last Edit 2/2/2016 Page 10 of 28
Call Logging Ticket Process Flow Scenario: New/Add/Change University IT Help Desk Level 1 University IT Help Desk Level 2 Service Area of Expert Customer contacts the Help Desk to add or change a service Contact can be made via phone, email, chat or online form Does user require a separate request form Level 1 agent records necessary information in Call Logging ticket Level 1 agent points user to the required form online Is the ticket a URGENT or CRITICAL priority? Level 1 agent escalates ticket to Help Desk Level 2 Level 2 MUST acknowledge ticket immediately Can Level 2 complete new/ add/change? Level 2 MUST acknowledge ticket within 4 hours Level 2 agent escalates ticket to Service Area Expert Level 3 MUST acknowledge ticket immediately Service Area Expert completes new/add/ change following appropriate process Level 3 MUST acknowledge ticket within 4 hours New/Add/Change Can Level 1 complete new/ add/change? Level 1 completes new/add/change following appropriate process Level 1 agent closes ticket Level 1 ticket updates ticket with detailed information about what has been accomplished Can ticket be closed? Level 1 agent contacts customer to verify completion and closes the ticet Level 2 completes new/add/change following appropriate process Level 2 agent updates ticket with detailed information about completion and notifies customer and closes ticket Is the ticket a URGENT or CRITICAL priority? Level 3 agent updates ticket with detailed information about completion and notifies customer and closes ticket Last Edit 2/2/2016 Page 11 of 28
Call Logging Ticket Process Flow Scenario: Project Deployment University IT Help Desk Level 1 University IT Help Desk Level 2 University IT Help Desk Level 3 Customer contacts the Help Desk Help Desk agent records information about broken service in Call Logging ticket Contact can be made via phone, email or chat Is the ticket a URGENT or CRITICAL priority? Level 2 agent MUST acknowledge ticket immediately Level 2 agent MUST acknowledge ticket within 4 hours Is the ticket a URGENT or CRITICAL priority? Help Desk agent marks the ticket as a project Level 1 agent troubleshoots problem using all available tools Level 1 Is the problem resolved? Level 1 agent contacts customer and verifies issue is resolved. Level 1 agent assigns the ticket to Help Desk Level 2 Level 1 agent updates ticket with detailed information about troubleshooting performed Level 1 closes the Call Logging ticket Level 2 agent troubleshoots problem using all available tools. Level 2 Is the problem resolved? Level 2 agent updates ticket with detailed information about resolution and contact customer then closes ticket Level 2 agent assigns the ticket to Help Desk Level 3 Level 2 agent updates ticket detailed information about troubleshooting performed Level 3 agent MUST acknowledge ticket immediately Level 3 agent troubleshoots problem using all available tools. Level 3 Is the problem resolved? Level 3 agent updates ticket with detailed information about resolution and contact customer then closes ticket Level 3 agent MUST acknowledge ticket within 4 hours Level 3 agent engages vendor Level 3 agent updates ticket detailed information about troubleshooting performed Select a Category and Call Type to define what category the request is in. You must first select a Category. The Call Type is dependent on the Category. To see a list of all Categories and Call Types, select Report from the Call Logging menu, select Categories and Call Types to display a report. You can print or export the report. Last Edit 2/2/2016 Page 12 of 28
Priority Unless changed, All tickets are created with a default priority of 1 (Normal). Select 2 for Urgent priority tickets. Select 3 for critical. Status Default ticket status is open. Source Change the source field if the request was received in a manner other than by phone. Source options include: Auto Ticket Autosys Commvault Dell Drop Off Email Fax Instant Message Job Trac MoveIT News Group C/Solar Winds On-Site Other Phone SCOM UnivITAfterH rs UpTime Voice Mail Walk-In Web/Chat Room Last Edit 2/2/2016 Page 13 of 28
Detail Screens Some of the Call Types have a detail screen which contains additional information regarding the request. The Detail tab will show (1) indicating there is more information needed on the ticket. Click on the Detail tab. As an example, Clicking on the Detail tab brings up the following screen with additional required information. Last Edit 2/2/2016 Page 14 of 28
List of Call Types that have Detail Screens Category 2 Call Type Required? Classroom/Lab Support Audio/Visual Support Yes Computer Lab Support Yes Repair Work Order Yes Monitoring DC Service Issue Yes Security Password Reset Yes Server Shares / Access No Software Desktop Encryption No Software Licensing Yes Systems Automated Testing Yes Data Warehouse No Database Administration No FRS-Accounting/Accounts Payable No Parking Support No Pay-For-Print System (Xerox) Yes UR Space No Web Parking No Telecommunications Authorization Codes No Billing/Online Statements No Cellular No Conference Calls No Directory W&Y Pages No Pager No Telephone/Voicemail/Network No Heat Self Service Customer Ticket Heat Self Service Customer Ticket Yes Assignments Each Call Record must have at least one assignment in order to save the ticket. There can be multiple assignments per ticket. Create an assignment 1. Click on the Assignment tab 2. Right click on the background and select New Assignment or select the New Entry icon The current date/time and User ID will autofill on the assignment 3. You can assign to a group and/or an individual a. Assign to a group using any of the following methods Last Edit 2/2/2016 Page 15 of 28
i. Type the first few letters of the group name, hit TAB, select the group from the Validate screen ii. Press F9 or right click on the field and select Validate Field to bring up a list of all groups iii. Select a group from the Assignment Group drop down Note: Not all groups are available from the drop down list due to a limitation on the number of allowed list entries b. Assign to an individual using any of the following methods i. Type the first few letters of the assignee s last name, hit TAB, select the assignee from the Validate screen ii. Press F9 or right click on the field and select Validate Field to bring up a list of all assignees iii. Select an assignment group, use the Assignee drop down to select from a list of assignees for the selected group 4. Type any comments or instructions about the assignment in the Comments field 5. Save the ticket 6. To create another assignment, right click and select New Assignment Journals Create a journal entry for ticket status updates, additional information, work completed on the ticket, or contact with the customer. The entry is date and time stamped, and once saved, cannot be edited. Information in the top half of the journal is visible to the end user through Self Service. Use the bottom section to record information visible to University IT only. Create a Journal 1. Click on the Journal tab 2. Right click on the background and select New Journal Entry or select the New Entry icon The current date/time and User ID will autofill on the journal 3. The Journal Type entry is optional. You can choose one of the suggested types from the drop down. Note: Select the Journal Type first as it will delete any existing text in the Journal Entry Last Edit 2/2/2016 Page 16 of 28
Attachments You can add attachments to tickets using the Attachments Toolbar located under the File menu or click the Attachments tab. To add an attachment Attachments now contain Creation Date, Creation Time, and Added By. 1. Click the Add Attachment button on the Attachments toolbar or click the Attachments tab, right-click on the background, then click Add Attachment from the shortcut menu 2. Enter a Description which will appear as the attachment name 3. Browse to the file, or type a file name or URL in the File Name field 4. Check Copy Attachment. This will copy the attachment to a central location which allows all users to access the attachment Knowledge Base and Need Help The Knowledge Base and Need Help buttons on the Call Logging screen will open a browser window for https://ithelpdesk.rochester.edu/tiki-login_scr.php and http://tech.rochester.edu/ respectively. Last Edit 2/2/2016 Page 17 of 28
Updating Tickets Acknowledging your Assignments When you receive an Assignment, you should acknowledge the assignment within 4 business hours for medium priority tickets, 2 hours for urgent tickets, or 10 minutes for critical tickets. To acknowledge and assignment in Alert Monitor, click to select the desired ticket, navigate to Options à Acknowledge Assignment. If you would like to further modify the record in Call Logging, select Options à Launch Call Logging, and select the desired ticket. OR, to acknowledge an assignment in CALL LOGGING, 1. Go to the Ticket 2. Click the Assignment tab 3. Click the Acknowledge button 4. Your acknowledgement is stamped with the current date and time Unacknowledged assignments will trigger email notifications as shown here Last Edit 2/2/2016 Page 18 of 28
Please refer to the chart below for the business rule definitions Normal Urgent Critical Email notification sent to ASSIGNEE when ticket is assigned. Email notification sent to ASSIGNEE when ticket is assigned. Email notification sent Ato SSIGNEE when ticket is assigned. 4 Business hours go by 2 Business hours go by 10 Minutes Go by Email notification sent to ASSIGNEE Email notification sent to ASSIGNEE Email notification sent to ASSIGNEE 4 Business hours go by 2 Business hours go by 10 Minutes Go by Email notification sent to ASSIGNEE and MANAGER Email notification sent to ASSIGNEE and MANAGER Email notification sent to ASSIGNEE and MANAGER 4 Business hours go by 2 Business hours go by 10 Minutes Go by Email notification sent to ASSIGNEE And MANAGER AND TICKET IS REPRIORITIZED AS URGENT Email notification sent to ASSIGNEE And MANAGER AND TICKET IS REPRIORITIZED AS CRITICAL Email notification sent to ASSIGNEE And MANAGER AND Every 10 Minutes thereafter Reassigning Tickets If the ticket needs to be assigned to another area (whether more work needs to be done or it was incorrectly assigned to you) 1. Select Reassign in the Resolve field 2. Open a new assignment Note: If you overwrite an existing assignment instead of opening a new assignment, the assignee will T receive an email notification. Last Edit 2/2/2016 Page 19 of 28
Resolving your Assignments 1. Go to the ticket 2. Click the Assignment tab 3. Click the Resolve button 4. Select Complete from the drop down box 5. Enter the time spent in minutes for the assignment 6. Enter any additional information about the resolution in the Comments field 7. If the work on the ticket is complete and ready to be closed, enter the Solution Description on the Call Log tab 8. Save the ticket Closing Tickets To Close a Ticket Ensure all assignments have been resolved Complete the Solution Description Select the Cause code from the drop down Change the Status to Closed or press F10 or select File Quick Close or use the Quick Close icon Customizing Call Logging Simple Searches You can use Simple Searches to quickly find tickets that meet a simple criteria. For example, you can search for all tickets assigned to the Desktop group without an assignee. Simply, right-click on any field, and specify your search. Last Edit 2/2/2016 Page 20 of 28
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Create Call Groups Call Groups let you group or organize Call Records according to similarities or some other desirable criteria. For example, create a Call Group to cluster open Call Records. Creating a group lets you search for records quickly. Run Alerts, Business Rules and reports against groups. Using them this way lets you: Schedule work to ensure it gets completed on time. Track work according to criteria. Alert you to new calls or high priority calls Alert Monitor About Alert Monitor Alert Monitor is a flexible issue tracking tool used to notify (alert) you / your manager, team leads and employees of important events. Often, in the life cycle of a call, one employee logs a call and then assigns it to someone else. Using Alert Monitor, the person assigned to the call can be notified of the event. Creating an Alert 1. Define a Call Group as set out above this defines the search criteria. 2. Launch Alert monitor and select the call group to poll. 3. Save the Call Group Alert Definition: Saves the Call Group Alert Definition as a separate file. This allows each user to have their own definitions. Set up multiple definitions files and save them with the.alr (alert) extension. This file must be accessible to anyone linking to it and must therefore reside in a shared directory on the network. The Alert definitions are not stored within the Call Logging database. 4. Customize Alert Monitor: Customizing Alert Monitor includes defining polling intervals and User Preferences to meet your needs. Last Edit 2/2/2016 Page 22 of 28
Launch Alert Monitor Select Create a new Alert definition Click OK Click New Add a title Click Browse to Open Call Group definitions Select when to generate an alert Last Edit 2/2/2016 Page 23 of 28
From the Call Group list select a group to monitor Click Open Click Grid to define the fields that must appear in your grid view once the alert monitor is launched Add fields or remove fields Click OK twice Last Edit 2/2/2016 Page 24 of 28
Click Exit Select File Save As Enter a name for the alert Click on the traffic light to start polling Click on the traffic light to stop polling The Alert Monitor module does not use a license and you can leave it running to alert you of new and changed assignments Click on a ticket in Alert Monitor to open it in Call Logging Last Edit 2/2/2016 Page 25 of 28
Differences between Call Logging desktop client and Call Logging web client HEAT Service & Support TM 9.7.5 Call Logging Web UI Call Logging Features Create New Call Record Yes Yes Support for Record Locking Yes Yes Support of Multiple Customer Types Yes Yes Support of External Customer Types Yes Yes Quick Close Yes Yes Place Calls On Hold Yes No Go To Call Yes Yes Abandon Changes Yes Yes Create and View Broadcast Messages Yes No Print Call Record Yes Yes Call Record Attachments Yes Yes Global Attachments Yes Yes Profile Attachments Yes Yes Call Record Stopwatch Yes Yes Call Count Yes Yes Customized Toolbars Yes No Call Map Yes Yes View HEATBoard Issues Yes Yes Create HEATBoard Issues Yes Yes Link HEATBoard Issues Yes Yes SupportMail Yes No HEAT Alarms Yes No View Activity Log Yes No Create Activity Log Yes No Call Logging Dashboard Yes No Create Call Group Yes Yes Open Call Group Yes Yes Simple Search Yes Yes Work Group Yes Yes Open Hot List Yes Yes Create Hot List Yes Yes Add Call To Hot List Yes Yes Remove Call From Hot List Yes Yes Table Maintenance Yes No Asset Configuration Window Yes No Last Edit 2/2/2016 Page 26 of 28
Call Transfer Yes No Crystal Reports Yes No Create AutoTask Actions Yes No ShortCut Keys Copy Ctrl+C Yes Yes Cut Ctrl+X Yes Yes Delete character to the left Backspace Yes Yes Delete character to the right Delete Yes Yes Move back one field Shift+Tab Yes No Move cursor one word to the left Ctrl+left arrow Yes Yes Move cursor one word to the right Ctrl+right arrow Yes Yes Move cursor to beginning of text field Ctrl+Home Yes Yes Move cursor to beginning of the line Home Yes Yes Move cursor to end of text field Ctrl+End Yes Yes Move cursor to end of the line End Yes Yes Move cursor to next field Tab Yes Yes Move cursor within a field left arrow and right arrow Yes Yes Paste Ctrl+V Yes Yes Scroll text in a memo field up arrow and down arrow Yes Yes Undo Ctrl+Z Yes No Alarms Shift+F11 Yes No Assignment Alt+3 Yes Yes Assignment, Acknowledge Shift+F2 Yes No Assignment, New Ctrl+A Yes Yes Assignment, Resolve Ctrl+Shift+F2 Yes No Call, First Shift+F7 Yes No Call, Last Shift+F8 Yes No Call, Next F8 Yes No Call, Previous F7 Yes No Call Group, Close Ctrl+F4 Yes No Call Group, Open Existing Ctrl+O Yes No Call ID, Go to Ctrl+G Yes Yes Call Log Alt+1 Yes Yes Call Map, Go to Ctrl+Alt+M Yes No Call on Hold, Place Ctrl+H Yes No Call Record Browse, Display Ctrl+B Yes No Call Ticket Report, Run Ctrl+Alt+R Yes No Clear a Date or Time Field F2 Yes No Counter Field, Decrement (numpad) Yes Yes Counter Field, Increment + (numpad) Yes Yes Crystal Decisions Crystal Reports Ctrl+D Yes No Customer Types, Change Ctrl+T Yes No Last Edit 2/2/2016 Page 27 of 28
Detail Alt+2 Yes Yes Display Calendar in Date Field F4 Yes No Fill in System Date/Time F3 Yes No First Level Support (FLS) Ctrl+F Yes No HEATBoard Current Call Information Ctrl+Alt+C Yes No HEATBoard, Go to Ctrl+Alt+B Yes No Help F1 Yes No InfoCenter, Show Ctrl+Alt+I Yes No Journal Alt+4 Yes Yes Moves between Call Groups Ctrl+Tab Yes No My Hot List, Add Call Ctrl+M Yes No New Call Ctrl+N Yes Yes New Journal Ctrl+J Yes Yes Next Assignment/ Journal Ctrl+Page Down Yes No Previous Assignment/ Journal Ctrl+Page Up Yes No Print Active Call Group Ctrl+Shift+P Yes No Print Call Ticket Ctrl+P Yes No Profile F5 Yes No Quick Close F10 Yes Yes Refresh Call Record Ctrl+F5 Yes No Refreshes Active Call Group Ctrl+E Yes No Run Crystal Report Ctrl+Shift+D Yes No Run/Edit Report Shortcut Ctrl+Alt+D Yes No Save Ctrl+S Yes Yes Search, Perform Ctrl+Shift+S Yes No Spell Check Shift+F9 Yes No Subset, Autosize F12 Yes No SupportMail F11 Yes No Toggles between upper and lower panes F6 Yes Yes Un/Lock Call Record Ctrl+L Yes No Validations F9 Yes Yes Navigational Features Create Assignment from Call Log Short Cut No Yes Create Journal from Call Log Short Cut No Yes Add Attachment from Call Log Short Cut No Yes Tabbed Browsing No Yes Call Logging Feature Last Edit 2/2/2016 Page 28 of 28