Professional Documents
Culture Documents
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ServiceDeskExpress
1. 1.1
Basics DevelopingAndMaintainingMeaningfulRecords
1.2
CCSCustomerServiceStandards
Severity Levels 1 2
Definition Central resource failure such as central file server, Unix servers, MVS administrative mainframe. When a service/department/faculty is affected by a computing failure and no workaround is possible. Multiple persons cannot work. One client is unable to continue their work and there is no alternative for him/her Installation of software or hardware. The client can pursue his/her current work. The installation is not critical to his/her current projects. A non-critical problem. Client can continue to work and this function is non critical to his/her current projects.
Response Time Immediate Contact with the client will be done within one hour of the call. If required, the technician will be on site within one hour. Contact with the client will be done within four working hours of the call and if required, a technician will be on site within four hours. Contact with the client will be done within one working day. If required, the technician will be on site within 5 working days. Contact with the client will be done within one working day, and if required, a technician will be on site within 10 working days.
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ServiceDeskExpress
1.3
Definitions
1.4
RolesandResponsibilities
TheprimaryusersoftheBMCServiceDeskExpressapplicationincludeSupportstaff,Groupadministrator andSystemadministrator.
SupportstaffincludesallBMCuserssuchasanalysts,technicians,CCSstaffandITRepsusingBMCService Desk. Gro upadministrato rareteamleadersfortheabovesupportstaffsectors.Theyhavelimitedpermissionsand canperformminoradministrativetasksonlyforthegroupstheybelongto.Theyarealsoprivilegedtomany emailnotifications. Systemadministra to rshavethehighestlevelofaccesstotheBMCServiceDeskExpressapplication.Theyare responsibleforinstallingandconfiguringtheapplicationaswellasmaintainingtheapplication. Bydefinition,theComputingHelpCentre(CHC)isthesinglepointofcontact(1st levelservice)forallincidentsbetweentheclientandITserviceproviders.Initialclient information,troubleshootingandticketescalationismanagedbytheCHC. Bydefinition,CCSresourcesprovideresearchandexpertise.TheCCSresourcesprovidesupporttotheclient when: Therootcauseofservicedeviationisunknownandnoworkaround(permanentortemporary)isprovidedto 1stlevel 1stleveldoesnothavetheaccesses,rights,privilegesandexpertisetosolvereportedincidentsandrequests Resolutionrequiresefficiencyand/orexpediencyoftheCCSresourceintervention Anonsitevisitisrequired TheCHCidentifiesanunderlyingproblemneeding2ndlevelinterventionforpermanentproblemresolution,for examplemultiple/similarincidentreports
1.5 AP erspectiveoftheGroupAdministrator
HowoftendoIneedtoverifyBMCServiceDeskExpress HowdoestheCHCsenduswork HowshouldIdistributethework HowdoIfindoutifthecustomerhasbeencontactedornotbymygroup Howdowefindoutifsomenewinformationwasreceivedinatimelymanner
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ServiceDeskExpress
WebformsarebeingusedtodirectlyinputinformationtotheBMCServiceDeskExpressdatabase,thispractice helpscustomersgiveuspertinentinformationregardingcomputingrequests. Note:ClientServicesimportsstudentdatafromtheSIS. Students,facultyandstaffmembersareinvitedtousethenewCHConlineRequestForm.It'ssimple: 1.Thecustomerentersarequestathttp://www.ccs.uottawa.ca/cybersos 2.AcopyoftherequestisautomaticallyenteredintheCCSproblemmanagementsystem 3.Thecustomerissentanautomatedresponsebythesystem,givinghimorherareferencenumberforthe request(ticket). Thenewformisdesignedtoreplacethecurrentpracticeofsendinghelprequestsviaemailto cybersos@uottawa.ca,sopleasepromotetheformwheneverpossible.TheonlineHelpRequestfeaturesan automaticcreationoftherequestinBMCServiceDeskExpress,aconfirmationtothecustomer.Dependingon thetypeofwork,therequestsareassignedasecondlevelwithouttheinterventionoftheCHC.Somegroups haveimplementedwebformsfortheirspecificworktohelpthembettermanagerequestsfromcustomers. Theclientwillbeabletorespondtoemailssentviatheproblemmanagementsystemthatwillautomaticallybe transferredtothepersonwhoisresponsibleforresolvingyourrequest. Theclientmaywantnotifyasupervisor,professororitrepresentativeaboutanincidenthe/shecanreportitby completingthe"Notifyingsomeoneelseaboutthisrequest"section(thisemailaddressmustalreadybeinour clientdatabaseforthistowork).Whencompletingthissectionthisthirdpersonwillreceiveacopyoftheincident openandclosenotification. Note:Withtheemailconversationfeature,youcancreateasinglerepositorytostoreinformationaboutallemail conversationsthatarepartofanincident.Youcankeeptrackofallcommunicationsaboutaservicerequestin oneplace. AlthoughtheWebformsareaveryefficientforcontactingtheCHC,emergenciesshouldcontinuetobeloggedby callingtheComputingHelpCentreat5625800extension6555. InordertobettermanagethemanyCCSresources,requestsforcomputerservicesthataredirectedto inappropriatechannelsshouldberedirectedtotheCHC.
2.2
AP erspectiveOfTheCustomer
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ServiceDeskExpress
3.2
3.3
3.4
BenefitsofI ncidentManagement
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ServiceDeskExpress
Thefollowingaretheworkstationhardware,operatingsystem,andbrowserrequirements Hardware PentiumIIIorequivalent 500MHz 512MBRAM Selectoneofthefollowingsetups: Windows2000ProfessionalwithService Pack4 WindowsXPProfessionalwith ServicePack2 Selectoneofthefollowingbrowsers: InternetExplorer6.0withServicePack1 NetscapeCommunicator7.1(forSelf ServiceDeskandBMCServiceDesk ExpressClientServices)
Operatingsystem
Browser
4.2
LoggingToBMCServiceDeskExpress
Thelookandcontentofindividualdisplays.
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ServiceDeskExpress
Pleasenotethatinordertobetterutilizelicenses,yourBMCServiceDeskExpressconnectionwillbecancelled after30minutesofidletimeandyouwillhavetologinagain.
4.2.1
4.2.2
ToCreateAShortcutOnY ourDesktop
4.3
NavigatorBar
The navigator bar appears in the left pane once you log on to BMC Service Desk Express and allows you to access modules and forms within the application. The modules and forms that appear on the navigator bar are controlled by the permissions assigned to your group by the system administrator.
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ServiceDeskExpress
4.4
GettingHelp
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ServiceDeskExpress
5.1
P roblemScannerQuickview
5.2
TheBMCServiceDeskExpressapplicationprovidesthefollowingfoldersinQuickViews: P redefinedQueries:Whenyouexpandthis folder, you will see a set of subfolders. Each subfolder includes a set of queries that are providedoutofthebox. My Que ries: When you expand this folder, you will see all the available queries that you created.Usetheminus()orplus(+)signsto expand or collapse the list as required. When you create your own queries, it will appear in thespecificfolderwhereyousaveit. You can also perform the following tasks from QuickViewsExplorer: Manage you r folders: You can create, insert,edit,anddeletenewfolders. Create and manage que ries: You can create a new query using the QuickViews wizard, modify an existing query, delete queries,andcopyqueries. Expand and collapse the QuickView optional filter: Use the Expand and Collapse arrows to hide the QuickView selection list, filter criteria and output type options. This allowsyoutomaximizescreenoutputfordata.
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ServiceDeskExpress
4. 5.
Enterthenameofthefolderyouwanttoinsert. ClickOK.Thefolderappearsinthelocationyouselected
5.3
I nsertingQueries
YoucaninsertsingleormultiplequeriesinanydefaultqueryfolderthatisshippedwiththeBMCServiceDesk Expressapplicationandotherfoldersthatyoucreate.
1. 2.
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3.
4.
5.
MoveyourcursoroverManageQueriesandselectI nsertexistingqueryintothi sfolder.The AvailableQuerieswindowappearsshowingalldefaultqueries,queriesyoucreated,andqueries sharedbyotherusers. Scrollthelist,anddoubleclickthequeryyouwanttoinsert.TheQuickView swizardappears. a. Modifythequeryifyouhavepermissionstodoso. b. Savethequery. ClickSaveontheAvailableQuerieswindow.Thequeryisinsertedinthelocationyouselected.
Note:YoucannotmodifythepredefinedqueriesthatareprovidedwiththeBMCServiceDeskExpress application.
5.4
TheGeneralInformationtabintheQuickViewswizardallowsyoutoprovidedetailsaboutyourqueryincluding thequeryname,abriefdescriptionofthequery,thegroupsandindividualsyouwanttosharethequerywith, andthemoduletowhichthisqueryapplies. Note:Youcanbuildaquerytorunonasinglemoduleoronmultiplemodules. GeneralI nforma tiontabQuickview sw izard Field Name Description Owner ShareWith Description Enteranameforthequery.ThedefaultissettoMyNewQuery. Enterabriefdescriptionofthequery. Fromthedowndownlistselecttheownerforthecurrentquery. FromtheSharewithdropdownlist,selectifyouwanttosharethisquery.Thefollowing optionsareavailable: EveryoneSelectthisoptiontosharethecurrentquerywithallavailablegroups. Whenthisitemisselected,thelistofgroupsintheNotSharedGroupsboxis unavailable. NoOneThisisthedefault.Whenthisoptionisselected,thecurrentqueryisnot sharedwithanygroup,andthelistofgroupsintheNotSharedGroupsboxis unavailable. GroupsSelectthisoptiontoassignthecurrentquerytoaselectedgroupor groups.Whenthisoptionisselected,thelistofgroupsintheNotSharedGroups boxisavailable. IntheNotSharedGroupslistbox,highlightthegroupsthatshouldnothaveaccesstothe currentquery. Note:TheNotSharedGroupslistboxisonlyavailablewhenGroupsisselectedfromthe Sharewithlist. ClicktherightarrowkeytomovetheselectedgroupsfromtheNotSharedWithlist totheSharedWithlist. WithagrouphighlightedintheSharedWithlist,clicktheleftarrowkeytomove thegrouptotheNotSharedWithlist.
NotShared Groups
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SharedGroups SearchModule
5.5
W orkingW ithDashboards
Dashboardsare multipleQuickViews thatareavailableon theBMCServiceDesk Expressconsole.With dashboards,youcan viewakeysetofdata inoneplace,allowing youtomonitormetrics onaregularbasis. Dashboardsallowyou tocreateandlayout objectssuchastabular queryresults, calendars,andgraphs.
5.6
Note:ForassistanceincreatingoraddinganewqueryyoumayplacearequestwiththeCCSmanager.
GeneralI nformationTab
Youcanprovidedetailsaboutyourquerysuchasthequerynameordescription,usingtheGeneral I nformationtabintheQuickViewwizard. ToAddANewQuery 1. 2. ClickQuickView sundertheI ncidentManagementheaderonthenavigatorbar.TheQui ckView s windowappears. SelectafolderfromtheleftpaneoftheQuickView swizardandthenmoveyourcursoroverMa nage Queries,andselectCreateNew QueryinthisF older. TheStep1:GeneralI nfo rmationwindowappears.
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ServiceDeskExpress
I mportan t:TheAddNew Que rycommandunderMa nageQu eriesisonlyavailableifyourfocusisononeof thequeryfoldersintheleftpane. Note:TherearetwowaystonavigatethroughtheQuickView swizard:clickNextandP revio usatthebottom ofeachwindoworclickthestepsinthenavigatorbartomovefromonesteptothenext.Theinformationinthis sectionisbasedonclickingstepsinthenavigatorbar. 3. 4. 5. 6. Enterbasicinformation Todefineaqueryformultiplemodules,clickAdvan ced.TheGeneralI nformati onwindowappears withoptionstoselectmultiplemodulesagainstwhichyoucanrunyourquery. Selectmultiplemodulestomonitorthequeryresultsfromthedifferentmodules.Thisisoptional. Fillinadditionalinformationaboutthequery.
OutputTab
TheOu tputtabprovidesinformationabouttheavailablefieldsfromoneormultiplemodulesyouselectedto buildyourquery.
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ServiceDeskExpress
3.
c.
Fillinadditionalinformationaboutthequery.
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ServiceDeskExpress
ConditionsTab
TheCondition stabprovidesinformationabouttheconditionsyouwilldefinetobuildyourqueryandalsodefines thesetofconditionsorcriteriathatmustbesatisfiedbeforeyoucanfilterarecordagainstthequery. Tospecifytheconditionsofyourquery 1. 2. CompletetheOutp uttab. ClickonStep3:Co nditions.TheCo nditionswindowwillappear
3.
ClickNew Co nditiontoaddaconditiontoyourquery. a. FromtheFieldlist,selectthefieldthatyouwanttoincludeinyourcondition. b. FromtheCo nditionalOperato rlist,selecttheoperatoryouwanttousetocomparethe valueintheFielddropdownlistandtheValuesbox. c. SelecttheP romptA tRuntimecheckboxtopromptforthevaluethatyouwanttouseinthe Valueboxatruntime. d. IntheValuesbox,typethevalueyouwanttousetocomparethevalueintheFielddrop downlistwithusingtheconditionaloperator. Note:IfyouselecttheP romptAtRu ntimecheckbox,theValuesboxisreplacedbytheLabel box.Inthiscase,typethelabelintheLabelboxfortheValueboxthatappearsatruntime. e. IntheLogicalOperato rdropdownlist,selectthelogicaloperatoryouwanttousetojoin multipleconditionalexpressions.
Note:IftheEnableoptionisselectedintheScriptingsectionofyourInternetbrowsersecurity settings,youwillgetaconfirmationmessageaskingwhetheryouwanttopasteinformationfrom yourclipboard.ClickY es. h. FromtheOperatorsandFun ction slist,selectafunctionforyourexpressionandclickP aste toaddittotheExpre ssio nbuilderbox.
4.
Fillinadditionalinformationaboutthequery.
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ServiceDeskExpress
FormattingTab
TheFo rmattingtaballowsyoutospecifytheformatforyourquery.ThistabcontainstheTableview,the Calendarview,andtheChartview. Tospecifytheformattingoptions 1. CompletetheCo nditionstab. 2. ClickNexttomovetoStep4:F ormatting .TheFo rmattingwindowappearswiththeTabletabasthe activetab.
Note:EachcolumnintheTabletabcorrespondstothepropertiesofeachoutputfield. 3. EnterthefollowinginformationintheTabletab: a. Specifythecolumnwidthfortheoutputformatofthequeryforeachfieldthatyouselected. b. SelecttheEnablewrappingcheckboxtomakethetextwrapintomultiplelines. c. Tochangethesortorder,usethefollowingsteps: FromtheSortOrde rlist,selecttheorderyouwanttosorttheoutput. InSortDirection,selectascendingordescending ClickAdvancedontheTabletabtospecifyadditionalformattingoptions.Youcanspecifythe formattingformultiplemodulesthatyouselected. a. Selectthefieldforwhichyouwanttospecifythedisplaysettings. b. FromtheOperatorlist,selecttheoperator. c. IntheValuefield,specifyavalueforthequeryoutputformat. d. ClicktheBackgro undcolo ricontoselectthebackgroundcolorforyourquerythatwill appearinthecalendarcell. e. ClicktheTextcolo ricontoselectthetextcolororyourquerythatwillappearinthecalendar cell. f. FromtheTextAttributesection,selectBold,Italic,Blink,orallthreeoptionsforyourquery thatwillappearinthecalendarcell. ClicktheCalendartab. a. SelectSh ow o nCalendartospecifyifthedateandtimefieldthatyouhavechoseninStep 2:Outputisusedinthecalendarview. b. FromtheDisplaydropdownlist,selectafieldthatwillbevisibleintheCalendarcell. c. IntheColorCodelist,specifyabackgroundcolorforthecalendarcell. d. IntheSymbolCodefield,specifyasymbolfor508compatibility,forexample,OforOpen date. ClicktheCharttabtoconfigurethesettingsrelatedtothechartviewofthequery. IntheCha rtDisplaySettingssection,enterthefollowinginformation: a. ChartFieldSelectthefieldthatwillbeusedasthegroupingfieldonyourchart.
4.
5.
6. 7.
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ServiceDeskExpress
8. 9.
b. c.
P review Tab
TheP review taballowsyoutoviewthequeryyoucreated.Youcangobackandmodifyyourqueryatthisstage. Topreviewaquery 1. ClickStep5:P review .TheP revie w windowappears.
2. 3. 4.
LaunchTab
Youcanspecifytheformthatwillbeusedtolaunchtheresultsofthequery. 1. ClickStep6:Launch .
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2. 3.
Foreachmoduleyouselected,specifytheformtouseforyourquery. Reviewthequeryname,conditions,output,andsortorderinformationforyourquery.
Review andSaveTab
1.SavetheQuery. 2. ClickStep7:Review / Save.TheQui ckView swindowshowsthequeryyoujustadded.
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ServiceDeskExpress
ExportingDataFromQuickview s
YoucanexporttheresultsofyourquerytoanExcel,Word,oranyotherapplication.Youcanthenmodifythe datainthespecificapplication. Toexportyourqueryresults 1. FromtheQuickView sExplorer,selectthequerythatyouwanttoprint. 2. ClicktheP rintP review icon.TheQuickView sPrintPreviewwindowappears. 3. SelecteitherAllQueryresultsorDetailsofselectedtickets.ClickOk.
4. 5. 6. 7. 8.
5.7
Dashboards
Youcanviewdefaultdashboardsthatyouhaveaccessto. Note:Thedefaultdashboardsarenoteditablethesamewayyoucaneditdefaultformsandnavigatorbars. However,youcancopyadefaultdashboard,makechangestoit,andthenassignittoaspecificgroup. Thefollowingdefaultdashboardsareprovidedoutoftheboxwiththedefaultqueriestobeused: Dashboards MyWork MyWorkbyModule Queries MyWork MyincidentsDisplayedintabularformat, showingalistofIncidentsassignedtothe individualsupportstaff. MyworkordersDisplayedinachartview, showingalltheworkordersassignedtothe individualsupportstaff. Incidentsassignedtomembersofmygroup Displayedinachartview,showingallthe incidentsassignedtomembersinmygroup. YoucanviewadashboardjustbyloggingintoBMCServiceDeskExpress.
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ServiceDeskExpress
CreatingADashboard
Youcancreateadashboardifyouhavethepermissiontodoso. Tocreateadashboard 1. ClickOpenDashboardManagerfromtheDashb oardtoolbar.TheDashb oardManagerwindow appears.
2. 3. 4.
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3. 4. 5. 6.
SavingADashboard
YoucancustomizethedashboardbyaddingQuickViewsthatyouuseoftenandthensavingthedashboard. Checkwithyoursystemadministratortoseeifyouhavepermissionstodothis. 1. 2. ClickSaveDashboard.TheSaveDefaultDashboardA swindowappears. EnterthenameofyourdashboardandclickOK.Youwillseethedashboardyoujustcreated.Youcan nowmodifytheQuickViewsonyourdashboard.
Sw itchingDashboards
Youcanswitchfromonedashboardtoanotherifyouhavethepermissionstodoso. 1. FromtheDa shboa rdManager,selectthedashboardyouwanttoswitchtoandclickSw itchTo .The dashboardyouswitchedtoappearswithnoQuickViews.YoucannowaddoneormoreQuickViewsto yourdashboard.ClickOk .
CopyingADashboard
Youcancopyanexistingdashboardifyouhavethepermissionstodoso. 1. 2. 3. ClickOpenDashboardManager.TheDa shboa rdManagerwindowappears. Selectthedashboardthatyouwanttocopy. ClickCopytoNe w .TheCopyDashb oardwindowappears.
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4.
EnterthenewnameforyourdashboardandclickOK.Thedashboardisaddedtothelistofdashboards. Youcannowswitchtothedashboardyoucreated.
RenamingADashboard
Youcanrenameanexistingdashboardifyouhavethepermissionstodoso. 1. 2. 3. 4. ClickOpenDashboardManager.TheDa shboa rdManagerwindowappears. Selectthedashboardthatyouwanttorename. ClickRename.TheDashb oardwindowappears. EnterthenewnameofthedashboardandclickOK.Thedashboardwiththenewnameappearsinthe listofdashboards.
DeletingADashboard
Youcandeleteadashboardifyouhavethepermissionstodoso. 1. 2. 3. 4. ClickOpenDashboardManager.TheDa shboa rdManagerwindowappears. Selectthedashboardthatyouwanttodelete. ClickDelete.Aconfirmationmessagewindowappears. ClickY estoconfirm.
4.
ClickSave.
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ServiceDeskExpress
RemovingAQuickView FromADashboard
YoucanremoveaQuickViewfromadashboardifyouhavethepermissionstodoso. 1. 2. 3. 4. SelecttheQuickViewthatyouwanttoremovefromyourdashboard. ClicktheClo sebuttonontheQuickView.Youwillgetaconfirmationmessage. ClickOK. ClickSave.TheQuickViewhasbeenpermanentlyremovedfromthedashboard.
Note:IfyouremoveaQuickViewfromthedashboard,butdonotclickSave,yourchangeswillnottakeeffect.
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6.GeneralI nformationonAccessingRecords
InformationisorganizedbyuniqueIDfields,manyofwhichyouassignwhenenteringinformation.Forexample, clientshaveClientIDs,departmentshaveFaculty,serviceIDs,supportactivitieshaveActionIDs,andsoforth. CCShascreatedtheirownIDscheme,IDfieldsconsistsofstudentnumberoremployeenumber.Theprogram doesnotgeneratethemautomatically. Becausethedatabasecanbecomequitelargeovertime,BMCServiceDeskExpressoffersausefulfeature:the ActiveandInactiveoptionscontainedontheSelectFromwindow.Recordsmarkedasinactivearenotincludedin anysearchperformedonthedatabase.ThebuiltinflexibilityofBMCServiceDeskExpressallowsyoutosearch foractive,inactive,orbothtypesofrecords.
6.1
DropDow nDataLists
6.2
DetailFrames
6.3 6.3.1
SearchingTechniques Find
6.3.2
FindAllToolbarButton
6.3.3
QueryByToolbarButton
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ServiceDeskExpress
6.4
SearchingForText
ManyBMCServiceDeskExpressmoduleshavelargetextfields,forexample,theIncidentDescriptionand ResolutionfieldsontheIncidentandWorkOrdersforms.Thesefieldscanbeusedtosearchforfindingrecords containingaspecificwordorphrase.Thesystemwillfindrecordsthatcontaintheexactwordintheexact positionyouhavespecified. Searchbutton:Thesearchbuttononthetoolbarletsyousearchforinformationinthesystembasedoncriteria youenterinthesearchfieldsonaform.Forexample,ifyouareontheIncidentwindowandtypetheletterDin theLastNamebox,thesearchfeatureopensawindowthatlistsallclientsinthedatabasewithalastname startingwithD. Asaconvenience,youcanusewildcardcharacters% and_(underscore)inthesefields.The% wildcard represents0ormorecharacters.Forexample,ifyouenterA % ,thesystemwillfindallrecordsthatcontainanA followedby0ormorecharacters.The_wildcardrepresentsanysinglecharacter.Forexample,_nmatchesin , on,an ,andsoon. Select(highlight)certainportionsofthetext,orfindrecordsthathaveapartialmatchingvalueintheselected field.Forexample,ifatextfieldcontainsW ORD6.0P rintingP roblems,youcanselectW ord6.0tofindall othercallscontainingW ORD6.0inthetextfield(sothatyoucanseeallproblemsrelatedtoW ORD6.0). Incrementalsearches:BMCServiceDeskExpressprovidesanincrementalsearchfeatureonalldatalists.This featureallowsyoutoquicklyrefinesearchresultstotheexactrecordsyouwant.Itissimilartoasearchwithina search
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7.FirstContactsW ithTheCustomer
Alltypesofinteractions,incidentsandrequestswiththecustomersareloggedusingBMCServiceDeskExpress( http://137.122.14.157/sde/)bytheCHC.
7.1 7.1.1
I ntroduction W hyHaveTheCHCAsFirstContact?
7.1.2
W hatDoCustomersW ant
Specificationtheywanttoknow,upfront,whattheyaregoingtoget.TheprobleminthedeliveryofIT servicesisthatCustomersfrequentlydontknowwhattheywanttheCHChelpstranslatetheirbusiness requirementsintosolutions. ConformancetospecificationoncetheappropriateITsolutionhasbeenfoundthenitshouldconformtothe specification.Customerswanttoknowwhentheyreceiveitandshouldbesatisfiedthatitwillfulfiltheirbusiness requirement. Consistencytheywantittobethesameeverytimetheycomebackformore. Valuethepricetheypay(tuitionorserviceagreement)shouldbeafaironefortheproductorservicethey receive. Communicationtheywanttobetoldwhattheyaregetting,when,howandwhattodoiftheyhaveaproblem withit.
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7.1.3
7.1.4
7.1.5
7.1.6
7.1.7
Whenaclientcontactsyoudirectlybyphone,youmaytakeaminuteandexplainthebenefitsofcallinga centralizedservice.ItisuptoeachindividualtoensurethecontactiswelldonewiththeCHCfortheCustomers sake. 1.TelltheCustomeryouaretransferringthecalltotheCHC. Stayontheline,telltheAnalystattheCHCthatyouaretransferringthecallandwhattheCustomerwants. TheAnalystwillintroducehimselforherselftotheCustomerandrepeattheinformationreceivedasa confirmationandwillgoonwiththebusinessathand. 2.TelltheCustomeranAnalystfromtheCHCwillcallhimorherback. CalltheCHCandtransferallinformationabouttheCustomerandincident. TheAnalystwillcallbacktheCustomerrepeattheinformationreceivedasaconfirmationandwillgoonwith thebusinessathand.
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7.2
W hentheResourceBecomestheFirstContact
Someresourcesmaydecidetogoaheadwithdoingtheinitialcontactwiththecustomer,becausetheywillbring someaddedvalueforthecustomer.WhenananalystorITRepisalreadyattheclientsite,theclientmaywish toreportanotherincident.Whenthatintermediarygetsvaluableinformationfromaclient,theresourcewillgo aheadandentertheincidentinBMCServiceDeskExpressandresolvetheincidentorwillassigntheincidentto theappropriategroup.TheresourcemaywishtocommunicatewiththeCHCifheorsheisuncertainofthe groupresponsibleforresolvingtheincident.TheresourcemaywishtoassigntheincidenttotheHelpLinegroup withappropriatedetails. TheincidentneedstobeenteredinBMCServiceDeskExpressthepersoninteractingwiththecustomerwill entertheinformationusingBMCServiceDeskExpress.TheCHCthendoesnotinterveneinthedocumentation ofthefirstcontact.BeingathirdpartytotheinteractiontheCHCbringsnoaddedvaluetotheinteraction. IftheincidentneedsinterventionfromtheCHCforresolution,thentheCHCwillgoaheadanddocumenttheir partoftheinteraction.
7.3
EnteringI ncidentsToBMCServiceDeskExpress
WhenacustomercontactsCCS,theCHCverifiesclientinformationandupdatesclientdatabaseusingthe IncidentsWindow.Iftheincidenthasnotbeenloggedalready,theanalystwillgoaheadandlogtheincident usingBMCServiceDeskExpressfeaturessuchastheCreateIncidentCallorCreateIncidentFromQuickTicket. ItiscrucialthatallinteractionsarerecordedtoBMCServiceDeskExpresstheinformationgatheredinBMC ServiceDeskExpressisusedfor assessingknowledgeofCCSresourcesandoftheUniversitycommunity providingmeaningfultrainingtoCCSresourcesandtotheUniversitycommunity providingmeaningfuldocumentationtoCCSresourcesandtothecommunity planningsupportresources providingimprovementstothetoolsCCSprovidestoCCSresourcesandtothecommunity providingimprovementtotheservicesCCSprovidestothecommunity managingcustomerexpectations developingserviceagreementstoimproveITservicestospecificgroups producingmanagementinformationonsupportactivities planningforthefuture
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7.3.1
ClientManagementModule
The Clients module lets you create, modify, and delete client records. Client records are used in many modules of the system. It is accessible from the Clients module or from the Incident Monitor Window under the Client InformationIcon. There is a substantial set of query techniques you can use to locate a particularclientrecord.
Tolocateaparticularclientreco rd,youw illstartw iththe informationyoukno w . Example1:YouknowtheClient'sName 1. 2. 3. 4. 5. 6. Fromtheleftnavigationbar,clickClientManagement. ClickClients.Theclientwindowwillappear. ClicktheFindtoolbarbutton.Thisopensadatalistwithallclientrecordsthatareavailableforviewing byyourgroup. DoubleclicktheLastNamecolumnheader.Thissortsthelistalphabeticallybyascendinglastname. ThisalsomakesLastNametheselectioncriteriafield. EnteralastnameintheSortedByfieldandclickSearch.Thesystemwilldoanincrementalsearch anddisplaytheselectedclient'sdatainthepopupwindow. Doubleclicktheclient'slinetoselecttherecord.
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5.
Modifyingaclientrecord Youcanmodifyaclientrecordifyouhavethepermissiontodoso. 1. 2. 3. 4. 5. 6. Fromtheleftnavigationbar,clickClientManagement. ClickClients.TheClientwindowwillappear. ClicktheFindtoolbarbutton.TheClientswindowwillappear. Doubleclicktherecordyouwanttomodify.Theu Ottaw aClien twindowwillreappearfilledwithdata fromtherecordyouselected. Modifytheinformationyouwanttochangeintherecord. ClickSave.
Note:CHCHelpdeskstaffwillnothavetheauthoritytodeleteclientrecordsneitherwilltheyhavetheauthority tomanagefacultyandserviceororganisationalunitrecords.
7.3.1.1 TrackingClientHistory
Therearetwowaystotrackaclienthistorydetailfromtheu Ottaw aI ncidentwindow 1. 2. Openanewincident,selecttheclientandclickontheClientI n formatio n/Historyicon. Noticethatbydefault,BMCwilllistOpenedincidentsfortheclient.
7.3.2
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7.3.3
DetailsOfCustomerI nteractions
TheSubjectfieldinBMCServiceDeskExpressensuressupporteditems,nonsupporteditems,computing requests,requestsforinformation,questions,complaints,commentsareloggedbysubjectcategory. NotethepreferredlanguageoftheClientintheClientInformationsection.BMCServiceDeskExpresswilluse thisinformationtosendemailnotificationsintheClientspreferredlanguage. TheIncidentSummaryisasummaryoftheincident:thesymptomsoftheclientreportedbytheclient.Itshould beclear,conciseandfreefromerrors.TheincidentdescriptionisasearchableitemundertheSIRSearchand KnowledgeSearchforBMCServiceDeskExpressusersandinalaterphasetoCCScustomers.Itshouldnotbe leftblank.Alwayscheckthepreferredlanguageofthecustomer,theemailsentbyBMCServiceDeskExpress willbeinthepreferredlanguageonly.Youcanverifythisinformationinthetopsectionoftheincidentcalled ClientInformationandansweryourclientinthesamelanguageasBMCServiceDeskExpress. TheincidentSummaryandResolutionareyourcommunicationwiththeclientandshouldnotinclude administrativedetails.Theresolutionshouldnotincludeadministrativedetailsandshouldnotbeleftblank. MatchtheClientspreferredlanguageintheSummaryandResolution.
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WithBMCServiceDeskExpress,youcanspellchecktextyoutypeinamultilineboxonaformusingthe spellingcheckerfeature. 1. 2. Open a new or existing form. Typeinformationinto oneormoretextentry boxes. ClickSpellCheckonthe toolbar.(Ifthereare misspellings,theCheck Spellingwindow appears.) Selectanactionforeach misspellingfromthe columnofbuttonson therighthandside. (Whenyouarefinished, theCheckSpelling windowcloses,andthe SpellingCheckComplete windowappears.) ClickOK
3.
4.
5.
CorrectspellingwillmakelatersearchesofyourdatabaseusingSIRmoreaccurateandwillreturnbetterresults.
7.3.4
I ncidentFields
Toolbar
Find Clear(ResetForm) Save ShowsalistofproblemssortedbyIncidentNumbers.Youcanselectanincident fromthislist. ClearsallthefieldsintheIncidentwindow. SavesthecontentoftheIncidentwindowinthedatabase.Ctrl+Swillalsosavethe record.
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MENUCOMMANDS AssignTo
SupportSta ff Gro up MemberOfM yGroup Myself ClearAssignTo Assignsthetickettoasupportstaffmember. Assignsthetickettoagroup. Assignsthetickettoamemberofyourlogongroup. Assignsthetickettoyou. Clearsthecurrentassignment.
Actions
Close ReopenCall I ncrementCallCounte r CreateI ncidentFrom Recurring DisplaysapopupthatpromptsyoutoenterClosingData Opensapreviouslyclosedticket. Incrementsthecallcounterinthecurrentwindow. UsesinformationstoredinaRecurringtickettopopulatefieldsforrecurring incidents. Restartingtheclockonanincidentallowsthedurationofanincidenttorestartonan incidentthathasbeenplacedonhold.Additionally,thisactionrecalculatesthedue date(ifanUrgencyislinkedtothisrecord),andrestartsanybusinessrules associatedwiththisincidentthatareawaitingprocessingintheJobQueue.Starting theclockupdatestherecordwithasystemgeneratedactionlinestatingthatthe clockhasbeenstartedwiththestarttime. StoppingtheclockonanIncidentplacesthedurationofanincidentonhold.This featurewillallowuserstokeepJobQueueprocessor(escalations)fromexecuting therulesinthejobqueuewhenanincidentisonhold.Inaddition, theduedatewill beplacedonhold,andrecalculated.Stoppingtheclockupdatestherecordwitha systemgeneratedactionlinestatingthattheclockhasbeenstoppedwiththestop time.StoppingtheclockrecalculatestheDueDate(ifanUrgencyislinkedtothe record).Anynotificationsthatmaybesentbasedonthisincidentwillbeprocessed whentheclockisrestarted.Ifyouradministratorhasaddedadurationfieldtoyour Incidentform,thedurationwillnotincludeanytimeperiodduringwhichtherecord hasbeenstopped.
StartClo ck
StopClo ck
Rightclickontheappropriatetabtoinvokeadditionalmenucommands.
Tab
I ncidentAttachmen ts I ncidentDetails
Actions
AddAttachment DeleteAttachment AddNewIncidentDetails
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Tabs
I ncidentDetails DisplayseachactiontakentoresolvethecurrentIncident.Whenan"AddAction" commandisissued(byselectingtheIncidentDetailstabandrightclickinginthe IncidentDetailsframe)oran"AssignTo"commandisissued,thatactionis appendedtoIncidentDetailswhentherecordissaved.UseIncidentDetailstoview thestatusofarecord. TheAttachmentstabdisplaysanyfilesassociatedwithanIncident.Attachmentscan beaddedeitherviatheAttachmenttaborthroughemail.Youcannotlaunch.exe and.batextensionsbecauseofsecurityimplications.
I ncidentAttachmen ts
ClientI D
Usedtoretrieveaclientrecord,byenteringavalidClientIDorbyusingtheSelect ClientIDbuttonandselectingarecordfromtheClientsPopupwindow. Usedtoretrieveaclientrecord,byenteringavalidtelephonenumberorbyusing theSelectClientPhoneNumberbuttonandselectingarecordfromtheClients Popupwindow. Usedtoretrieveaclientrecord,byenteringavalidtelephoneextensionorbyusing theSelectClientPhoneExtensionbuttonandselectingarecordfromtheClients Popupwindow. Areadonlyfieldthatdisplaysthefirstandlastnameofaclient. AuniquealphanumericidentifierfortheFaculty,service.SelectaFaculty,service namefromtheFaculty,servicePopupwindow. AreadonlyfieldthatdisplaystheFaculty,servicedescriptionwhentheFaculty, serviceIDisselected. Auniquealphanumericidentifierforthedepartment.Selectadepartmentname fromtheDepartmentPopupwindow. AreadonlyfieldthatdisplaysthedepartmentdescriptionwhentheDepartmentID isselected. Auniquealphanumericidentifierforthesubject.Selectasupportsubjectfromthe SupportSubjectsbyDescriptionPopupwindow. AreadonlyfieldthatdisplaysthesubjectdescriptionwhentheSubjectIDis selected.
P hone#
I ncidentI nformation
I ncidentDisplayFilter StatusRadioButton s SortedByQue ry TicketGrid Filtersticketsbyclient,Faculty,service,subject,ordepartment. Allowtheusertoviewopenorclosedcalls,orboth(Active/InactiveorBoth). Doubleclickthecolumntosortby,andentercharactersinthefield.Clickthe ReQuerybuttontonarrowdowntheprevioussearchresults. Atableofticketsthatmatchthespecifiedcriteria.
Toolbar
Refresh Clear KeyW ordFilter LinkW hiteBoard UnlinkW hiteBoard ClientView UpdatestheIncidentinformationframeandtheselectedtab. Clearsalloftheinformationfromallfields. Filtersthelistofcalls(iftheuserentersakeywordinthenotepad)bysearchingfor thattextintheIncidentdescriptionfieldofthecallsdisplayed. Linkstheselectedincidenttickettoawhiteboardnotice. Unlinkstheselectedincidentticketfromawhiteboardnotice. OpenstheClientsmodulesothattheusercancreateanewclient,ormodifyclient
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7.3.5
OpeningaSimpleI ncident
Thefollowingexampledemonstrateshowtoopenanewcallforasimpleincident. 1. 2. 3. SelectI ncidentMa nagementfromthenavigatorbar. ClickonCreateI ncidents. TypetheClientIDandclickEnte r.SelecttheclientfromtheCli entI Dlist.Theclientinformationfields areautomaticallyfilledinontheIncidentwindow. 4. Ifthisisanewclient,youmustfirstcreateaclientrecordwiththeclient'sname,address,andother pertinentinformation.Tocreateaclientrecord,clickonCreateNew Clienticonontheincidentandfill intheClientsform.Savethenewclientrecordandclosethewindow. 5. Toensurenoduplicaterequestisalreadysavedintheproblemmanagementsystem,verifythe I ncidenttabfromtheuOttaw aClientI nfo rmatio nform. 6. EntertheReceivedbysection. 7. ClickthedropdownarrowoftheSubjectfieldtodisplaythesupportsubjecttree.Selectthesubject thatmatchestheclient'sdescriptionoftheproblem.Youcanclickabookicontoexpandthesupport subjecttree.Toviewasubject'sstandarddescriptionandstandardresolutiondata,highlightthe supportsubject. 8. Whenyouhavelocatedthesubjectyouwant,clickOK.ThesubjectiscopiedtotheuOttawaIncident form. 9. EntertheUrgen cysection. 10. Ifnostandarddescriptionwasselected,enteradescriptionasdetailedbytheclientinSummary section. 11. Whenyouhavefinishedenteringalltheinformation,clickSavetosaveyourwork. 12. Youcanaddadditionalinformationtotheproblemdescriptionatanytime.RightclickintheI ncident Descriptionsection,clicktheAddNew I ncidentDetailsandtypeinthedetailsoftheproblem reportedbytheclient. SeeClosingtheIncidentforinformationaboutprovidingafixtocustomers. WhenknownerrorshavebeenidentifiedandcommunicatedtotheCHC,theCHCwillgoaheadandclosethe incident.Thecustomerwillreceiveanemailnotificationconfirmingthattheincidentisresolved.
7.3.6
I ncrementingTheCallCounterOnAnI ncident
Thecallcountertracksthenumberoftimesaclienthascalledaboutthesameincident. Toimplementthecallcounteronanincident 1. ClickModify/ View I ncidentsundertheI ncidentManagem entheaderonthenavigatorbar.The Incidentswindowwillappear. 2. ClickFind.TheSelectFromIncidentswindowwillappear. 3. Doubleclicktherecordtowhichyouwanttoaddacallcounter.TheIncidentwindowreappearsandfills inwithdatafromtheselectedincidentrecord. 4. OntheActionsmenu,clickI ncrementCallCou nter.Thesystemincrementsthecurrentnumberinthe Usercalled[#]timesboxby1. Note:YouwillbeabletoseetheincrementcallcounterontheModify/ View I n cidentswindowonly. 5. ClickSave.
7.3.7
SavingtheI ncident
Savingtheincident:
Generatesaproblemnumber(listedintheupperrighthandcorner) Setsthecallcount(#)to1
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Entersthedateandtimewhenthecallwasopened
I naddition,tw osystemgeneratedactio nsareaddedtotheHelpDeskDetailssection.Thefirstaction sho w sthedateandtimeandw hoopenedthecall.Thesecondsh ow sthatthecallw asautomatically assignedtothestaffmemberw hoopenedit. Uponsavingtheincident,anautomaticemailissenttothecustomer.BMCServiceDeskExpresswillsendthe FrenchorEnglishversionofthecorrespondencedependingonthepreferredlanguageofthecustomersavedin theClientInformation:
De:supportm@uottawa.ca :cstonge@uottawa.ca Envoy:xxxxx Objet:Avisdouverture(XXXXXX) BonjourChantal, Mercidevotredemande.Voicivotrenumroderfrence:173869. Voiciladescriptiondelincident: Nhsitezpascommuniqueravecnouspourtoutrenseignementcomplmentaire. Receveznossalutationsdistingues. ChantalStOnge Centred'assistanceinformatique,Serviceslaclientle Servicedel'informatiqueetdescommunications http://www.sic.uottawa.ca/cybersos (613)5625800poste6555 ******************************************* *Assistanceinformatique:http://www.sic.uottawa.ca/cybersos *Changementdemotdepasse:http://www.infoweb.uottawa.ca *Heuresd'ouverture: http://www.sic.uottawa.ca/heures.html HerestheEnglishversionofthecorrespondence: HelloChantal, Thankyouforyourrequest.Yourreferencenumberis:173869. Theincidentdescriptionis: Donthesitatetocontactusshouldyouneedanyadditionalinformation. Sincerely, ChantalStOnge Computing HelpCentre,ClientServices Computing andCommunicationsServices http://www.ccs.uottawa.ca/cybersos (613)5625800poste6555 ******************************************* *ComputingHelp:http://www.ccs.uottawa.ca/cybersos *PasswordChanges:http://www.infoweb.uottawa.ca *BusinessHours:http://www.sic.uottawa.ca/heures.html
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NotethatBMCServiceDeskExpressautomaticallyassignsyoursignaturetotheemail. Theincidentisresolvedwhenthenormalserviceoperationsarerestoredandtheusersarebackonline.
7.3.8
Changingthestatusofanincident
7.3.9
I ncidentDetailsW indow
TheIncidentDetailswindowcanbeaccessedfromaticketwindowbyfirstclickingontheIncidentDetailstab, andthendoubleclickingonthedesiredentryintheactionsframeatthebottomoftheform.TheActionsframe canbefoundonmanystandardwindowsincludingIncident,Clients,Companies,andothers. DetailsenteredinthissectionwillservetoinformCCSresourcesoftheincidentdetectionandrelatedinformation regardinginitialandsubsequentsupportinformation.ThedetailssectionisyourcommunicationwithotherIT resourcesusingBMCServiceDeskExpress.Pleaseensurealldetailsareenteredinthedetailssectionthatis wherewelookfortheimportantdiscoveriesandresearchinformation.Thedetailssectionisveryimportantfor keepingthecustomerinformedonthestatusoftheirwork. AboutIncidentDetails TheActionsframeatthebottomoftheIncidentwindowdisplaysdetailsabouttheprogressandstatusofacall. Eachactionisdisplayedasasingleline. BMCServiceDeskExpressdisplaystwokindsofactions:
Systemgeneratedactions Usergeneratedactions
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1.
2.
3. 4.
5.
6.
Youmustfirst savethe incident Rightclickin theIncident Details. ClickAddNew IncidentDetails. SelectActionID thatismost suitedforyour details. Typeallthe information relatedtothe incident. ClickOk.
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Note:Theattachmentfilesizeislimitedto1.5MB.Thisfeatureisnotavailableforfilesthatexceedthis limitation. Note:Whenaddinganattachmenttoanincident,addanoteintheincidentdetailstonotifyuserthatan attachmentwasadded. ToDeleteanAttachment: 1. 2. 3. IntheNavigationbar,clicktheI ncidenttab. RightclickontheI ncidentAtta chmenttabandselectDeleteAttachmen t. Selectthefileyouwanttodelete. ClickOK.
4.
7.4
SearchKnow ledgeBase
Thesystemusesadvancedtechnologypreviouslyavailableonlyinresearchorfulltextretrievalsystems.SIR usesstatisticallyrankedretrievalalgorithmsbasedonInvertDocumentFrequency,VectorSpaceModel,and Shannon'sInformationTheory.SIRdoesnotrequiretheusertoknowthedatabase'sinternalstructure.BMC ServiceDeskExpressuserssimplyenterunstructuredtextorevensinglewordsintotheI ncidentDescription fieldoftheSIRsearchwindow.SIRnotonlyfindsexactmatches,butalsosimilarwordsorwordsincontext.The systemincorporatesfuzzysearch,whichcanfindwordsbasedonacommonroot.SIRdoesnotrequire predefinedkeysorfields. Oncethetexthasbeenentered,anaturallanguagelexicalanalyzerprocessestheuserrequestandpassesthe resultstothesearchengine. Inthismanner,thesystemcaneasilydistinguishbetweenacallthatprimarilypertainstonetworksbutalso referstoprintersandacallthatpertainstoprintersbutalsomentionsnetworks. Duringthequeryprocessingstage,thesystemcomputestheimportance,orweightfactorofeachword appearingintheuser'squery(theincidentdescription).Thesystemdisregardsunimportantwordscontainedina
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stopwordlist.Theweightorimportanceoftheremainingwordsisdeterminedbythenumberofoccurrencesof thewordintheincidentdescription,andthenumberofoccurrencesrelativetotheentiredatabase. Thesystemfindsallreferenceswiththerelevantinformation,thenperformscontentanalysisandcomputesthe weightedrelevanceofeachinstance.Allretrievedsearchresultsaresortedandpresentedtotheuserinthe orderoftheirsimilaritytotheinitialquery. OneofthemainbenefitsofusingSIRisthespeedwithwhichyourhelpdeskanalystscansearchthecall databaseintheIncidentmodule,externaldocuments,andthirdpartyknowledgebasesallwithasinglequery. Thesearchengineretrievesinformationfromalloftheknowledgebasescurrentlyonline. AnotherbenefitistheautomaticcreationofapowerfulknowledgebaseofcallsthatareenteredintotheIncident andresolvedbyhelpdeskanalysts.ThetaskofSIRistoprovidefastaccesstothisdatabase,aswellasother knowledgebasesanddocumentation,withanintuitiveandflexiblesearchmechanismthatiseasytomaintain.
7.4.1
KnowledgeSearchprovidesaccesstotheStatisticalInformationRetrieval(SIR)searchengineandoneormore databases,includingtheBMCServiceDeskExpressdatabase.
7.4.2
1. 2.
P erformingAKnow ledgeSearch
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3.
ClicktheSubmitbuttontobeginthesearch.Whenthesearchiscomplete,theresultswillbedisplayed onthescreen.
I ncidentSummary I ncidentResoluti on
CopyingInformationtoanIncidentTicket YoucancopyportionsofthedisplayedinformationandpastethemintotheIncidentDescriptionorIncident Resolutionfieldsinanincident. Forexample,tocopyinfo rmatio ntoanincidentticket: 1. 2. HighlightthedesiredinformationintheSIRsearchresultswindow. ClicktheCop ySolutio nbutton.
Asaquickreference,knowledgebaseisalsosavedbySubjectCategory.Forexample,clicktheSubjectbutton.
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8.1
TheInventoryItemmoduletracksspecificinformationaboutactualitemsthatmakeupyourorganizations equipmentinventory. Youcansetupandcreateinventoryitemrecordsthatrepresentindividualpiecesofequipmentincludedinan inventorycatalog.Forexample,ifyouhaveacatalogforIBMcomputers,youcancreateaninventoryitemfor eachcomputerthatisownedbyyourdepartment. However,asasupportstaffyouwillnotberesponsibleformanaginginventoryitems.Youwillberesponsiblefor itemsthatarerelatedtoaclientsrequest,anincidentorworkorder. Forexample,aclientmayrequesttohaveadesktopreformatted.Usingtheassetmanagementoptionsyouwill beabletoaddthespecificitemalongwithitsinformationtotheincident. Note:Assetmanagementfeatureswillbeusedforemployeeaccountsonly.
8.1.1
YoumayneedtoaddanInventoryItemtoaclientsinformationform.Toaddaninventoryitemfromanincident form 1. 2. 3. IntheClientI Dfield,entertheclientIDandpressEnte r.Thiswillfilltheclientsinformationsection. Clickontheclientinformationicon.TheClientI nfo rmationwindowwillappear. ClickontheCon figuration sClientstab.
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4. 5.
6.
IntheI nventoryI temsfield,rightclickandselectAddNe w I nvento ryI tem.TheI n vento ryI tems windowwillappear.
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7.
ClickonthearrownexttotheP artfield.TheInventoryCataloguewindowwillappear.
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8.1.2
1. 2. 3. 4. 5. 6. 7. 8.
FromtheClientI Dfield,entertheclientIDandpressEnter.Thiswillfilltheclientsinformation section. Clickontheclientinformationicon.TheClientI nfo rmationwindowwillappear. ClickontheCon figuration sClientstab. DoubleclickontheclientsconfigurationID.TheConfigu rationwindowwillappear. ClickontheI nvento ryI tem stab. IntheI nventoryI temsfield,doubleclicktheitemyouwanttoremove.TheinventoryItemwindow willappear. ClickDelete.Awarningwindowwillappear. ClickY es.
8.1.3
1.
3.
Doubleclickontheconfigurationitemyouwanttoassigntotheincident.
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9.1
CreatingAW orkOrder
Youcancreateaworkorderfromanexistingincident. 1. 2. 3. UnderI n cidentManagement,selectModify/ View I ncidents.Theu Otta w aI ncidentwindowwill appear. ClickFindandselecttheincidenttowhichyouwanttocreateaworkorder. OntheW orkOrdertab,rightclickandselectAddnew w o rkorder.
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4. 5.
ClickthebuttonnexttotheSubjectbox.TheSubjectwindowappears. Selectasubjectthatidentifiesthereasonforcreatingthecurrentworkorder,andclickOK.
N ote:TheSubjectboxcanfillintheDescriptionandRe solutionboxesifastandarddescription
orresolutionisassociatedwiththeselectedcategory,andyouselectedtoincludethatstandard descriptionorresolutiononthecurrentworkorder.Additionally,ifanurgencyisassociatedwith theselectedcategory,theU rgencyboxfillsin. 6. 7. ClickthebuttonnexttotheU rgencybox.TheSelectfromU rg encywindowappears. DoubleclicktheappropriateurgencyID.Ifadurationisspecifiedontheurgencyrecord,theduedateis calculatedandfillsintheDueDatebox. 8. ClickthebuttonnexttotheDueDatebox.TheSelectDatewindowappears. 9. Doubleclickthedatethisworkorderisduetoberesolved. 10. IntheSumma rybox,typethesymptomsfortheworkorderreportedbytheclient.Theworkorder descriptionisstoredaspartofthecurrentworkorderandaspartofyourhistoricaldatabaseforsolving futureincidents. 11. IntheResolutionbox,typethesolutiontakentoresolvetheworkorder.Thisinformationisstoredas partofthecurrentworkorderandaspartofyourhistoricaldatabaseforsolvingfutureincidents. 12. ClickSave. Note:Noemailsaresenttothecustomer.Forinternaluseonly,cannotbeviewedusingselfserve.
9.1
AddingW orkOrderDetails
TheworkorderdetailstabsatthebottomoftheWorkOrderwindowallowsyoutoassociateworkorderdetailsor workorderattachmentswithaworkorder. Ex:Ifyouwanttoaddanattachmenttoyourworkorder 1. ClicktheW o rkOrde rAttachmen ttab. 2. Rightclickonthetab.TheAddAtta chmentmenuappears. 3. ClickAddAttachment.TheAttachmentwindowappears. 4. IntheURLLinkfield,typeaURLlinkifyouwanttoattachalink,orclickB ro w seandselectthefile youwanttoattach. 5. ClickSave.AnentryfortheassociatedattachmentappearsontheW o rkOrderA ttachmen ttab.
9.2
CreatingACopyOfAW orkOrder
9.3
1. 2. 3.
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9.4
ChangingTheStatusOfAW orkOrder
Toplaceaw orkorde ronhold: 1. ClickW orkOrdersundertheI n cidentManagementheaderonthenavigatorbar.TheW o rkOrde r windowappears. 2. ClickFind.TheSelectFromW o rkOrde rswindowappears. 3. Doubleclicktherecordyouwanttoplaceonhold.TheW o rkOrderwindowreappearsandfillsinwith datafromtheselectedworkorder. 4. IntheWorkOrderwindowchangethestatusoftheincidenttoP ending,W aitingClients,W aiting P artsorScheduleddependingonthesituation. 5. ClickSave. Whentheworkorderisresolved,youcanchangethestatustoClosed.
9.5
1. 2. 3. 4.
ClosingAW orkOrder
ClickW orkOrdersundertheI n cidentManagementheaderonthenavigatorbar.TheW o rk Orderwindowappears. ClickFind.TheSelectFromW o rkOrde rswindowappears. Doubleclicktherecordyouwanttoclose. FromtheStatu sfield,clickClose.
6.
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10.1.1 AssignToGroup
YoucanassignanincidenttoagroupusingtheAssignTocommandontheActionsMenu.Formoreaccurate transfersbetweengroups,allCCSalwaysassignsincidentstoagroupwhoseadministratorwillassignthemto theappropriatememberofhis/hergroup. Ifyouwanttoassignanincident,selectanitemfromtheA ssig nToMenu.Whenyouassignarecordtosupport staffmember,ortoagroup,therecordisautomaticallysavedwiththeupdatedassignment. TheAssignToWindowcontainsthefollowingactions:
10.2
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10.3ContactingTheCustomer
Severitieshavedifferentschedulesforcontactingthecustomer.SeeCCSStandardsofService: http://www.uottawa.ca/services/ccs/docs/standards.html Theresourceisexpectedto: contacttheclient(resolvetheincident,makeanappointment,advisethecustomerthatheorsheisworkingat resolvingtheincident)accordingtothedelayoftheseverityassigned, adddetailstotheincident,and modifythestatusfieldaccordingly.
nd P romptne ss:2 LevelResponseTime
Severity Levels 1 2
Definition Central resource failure such as central file server, Unix servers, MVS administrative mainframe. When a service/department/faculty is affected by a computing failure and no workaround is possible. Multiple persons cannot work. One client is unable to continue their work and there is no alternative for him/her Installation of software or hardware. The client can pursue his/her current work. The installation is not critical to his/her current projects. A non-critical problem. Client can continue to work and this function is non critical to his/her current projects.
Response Time Immediate Contact with the client will be done within one hour of the call. If required, the technician will be on site within one hour. Contact with the client will be done within four working hours of the call and if required, a technician will be on site within four hours. Contact with the client will be done within one working day. If required, the technician will be on site within 5 working days. Contact with the client will be done within one working day, and if required, a technician will be on site within 10 working days.
10.4
AddingDetailsToTheI ncident
10.4.1
I ncidentMonitorrelatedfields
MenuCommands
Action s CreateI ncident AllowstheusertocreateanewincidentticketfromtheIncidentMonitorwindow. CreateI ncidentFrom OpenstheWhiteBoardpopupwindow.OnceaWhiteBoardNoticeisselected,the W hiteBoard IncidentwindowopenswiththeWhiteBoardIDassociatedwiththenewticket. OpenstheRecurringpopupwindow.OnceaRecurringIDisselected,theCreate CreateI ncidentFrom IncidentfromQuickTicketTemplatewindowisdisplayed.Verifythedata,modifythe QuickTicket necessaryinformation,andclickOKtoaddanewincidenttickettotheselectedClient ID. AssignTo Reassignstheselectedincidentticket(s)toadifferentsupportstaffmemberorgroup.
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Rightclickontheappropriatetabtoinvokeadditionalmenucommands.
Tab
I ncidentDetails Request W hiteBoard QickTicket ClientComments
Actions
AddNewIncidentDetails Allowsyoutoentertextonthenotepad,anddisplaystheincidentdescriptionofthe selectedincidentticket. Displayswhiteboardsthatareattachedtotheselectedincidentticket. Displaysrecurringtasksthatareassociatedwiththeselectedincidentticket. AllowsyoutocreateanewcommentoreditexistingcommentsforthisClientID.
Tabs
ContainsaNotepadthatcanbeusedasaquickwaytorecordtheclient'sinformation, whichcanlaterbeusedtopopulatetheIncidentDescription.TheNotepadcanalsobe usedinconjunctionwiththeFilterKeyWordbuttonasawaytofurtherfilterincident tickets.TheIncidentDescriptionfielddisplaysdatafortheincidentrecordcurrently selectedintheIncidentInformationframe. DisplaystheincidentdetailsfortheincidentrecordcurrentlyselectedintheIncident Informationframe. DisplaysthecurrentlistofWhiteBoardrecordsthatcanbeusedtocreateanew incidentticket. Displaysthecurrentlistofrecurringrecordsthatcanbeusedtocreateanewincident ticket. DisplaysalistofclientcommentsforthecurrentClientID.
Request
I ncidentI nformation
IncidentdisplayFilter StatusRadioButtons SortedByQuery TicketGrid Filtersticketsbyclient,Faculty,services,subject,ordepartment. Allowtheusertoviewopenorclosedcalls,orboth. Doubleclickthecolumntosortby,andentercharactersinthefield.ClicktheReQuery buttontonarrowdowntheprevioussearchresults. Atableofticketsthatmatchthespecifiedcriteria.
Toolbar
Refresh Resetform KeyWordFilter LinkWhiteBoard UnlinkWhiteBoard Clientview Help UpdatestheIncidentsinformationframeandtheselectedtab. Clearsalloftheinformationfromallfields. Filtersthelistofcalls(iftheuserentersakeywordinthenotepad)bysearchingfor thattextintheIncidentdescriptionfieldofthecallsdisplayed. Linkstheselectedincidenttickettoawhiteboardnotice. Unlinkstheselectedincidenttickettoawhiteboardnotice. OpenstheClientsmodulesothattheusercancreateanewclient,ormodifyclient information. DisplaysonlinehelpforIncidentMonitor.
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10.6SDEEscalationSchemes
TheSDEescalationschemewillverifythetimetheticketisleftopen,ifthestatusremainsunchangedafter suggestedtime,anemailissenttotheGAandtheHelpLineGA. SeveritiesusetheUniversityregularbusinesshours(http://www.uottawa.ca/allabout/hours/)schedule. Urgency1withSystemFailureassubjectcategoryusethe24hourschedule. Consulthttp://www.ccs.uottawa.ca/professionals/supportmagic/ccsstandardsservice.htmlforinformation aboutseverities. EMailnotificationsaresenttoincidentowner,GA(GroupAdministrator)andClientServiceswhenincidenthas notbeenupdated.
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11.ClosingTheI ncident
Theincidentisresolvedwhenthenormalserviceoperationsarerestoredandtheusersarebackonline.When youhavesolvedtheincidentandrecordedallnecessaryinformation,youcanclosetheIncidentwiththestatusof theincident,changetoClo se. Theclosingdateandtimewillbedisplayedinthetitlebaroftheclosedcall,andthesystemwillinsertadetail lineindicatingthedateandtimethatthecallwasclosedandthesupportstaffmemberwhocloseditalongwitha URLforcustomerfeedback. UsetheRe solvedstatuswhenyouneedtoscheduleafollowupcall,adda standarddescriptionorresolution,closearelatedworkorder,sendanotificationtotheclient,orotherwise modifythecallclosingdata.
11.1
P rovidingAFixToCustomers
BonjourChantal, Jevousacheminelesrsultatsdevotredemandetellequedcritelincident numroXXXXXX: Votredemande: Nhsitezpascommuniqueravecnouspourtoutrenseignement complmentaire.Laisseznoussavoirsinousavonsrencontr vosattentesaujourdhui:remplisseznotreformulairedvaluationau http://www.sic.uottawa.ca/cybersos/sondage.html Receveznossalutationsdistingues. ChantalStOnge Centred'assistanceinformatique,Serviceslaclientle Servicedel'informatiqueetdescommunications http://www.sic.uottawa.ca/cybersos(613)5625800poste6555 ************************************************************* *Assistanceinformatique:http://www.sic.uottawa.ca/cybersos *Changementdemotdepasse:http://www.infoweb.uottawa.ca *Heuresd'ouverture:http://www.sic.uottawa.ca/heures.html *RapportannuelduCentred'assistanceinformatique: * http://www.sic.uottawa.ca/apropos/rapportannuelcai.ppt *************************************************************
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HereistheEnglishversion. HelloChantal, ImsendingyoutheresultsofyourrequestasdescribedinincidentnumberXXXXXX: Yourrequest: Donthesitatetocontactusshouldyouneedanyadditionalinformation. Havewemetyourexpectationstoday?Letusknowbyfillingouttheevaluationform: http://www.ccs.uottawa.ca/cybersos/survey.html Sincerely, CassieMerciusCharles ComputingHelpCentre,ClientServices ComputingandCommunicationsServices http://www.ccs.uottawa.ca/cybersos(613)5625800ext.6555 ************************************************************* *ComputingHelp:http://www.ccs.uottawa.ca/cybersos *PasswordChanges:http://www.infoweb.uottawa.ca *BusinessHours:http://www.ccs.uottawa.ca/hours.html *ComputingHelpCentreAnnualReport: *http://www.ccs.uottawa.ca/about/chcannualreport.ppt *************************************************************
11.2
ThecustomerwillreceiveanemailnotificationincludingtheSummaryandResolution.Nosubsequentemails willbesenttotheclientunlessusingtheemailnotificationfeatureintheDetailssection.
11.3
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11.4ReOpeningI ncidents
Ifacustomersproblemcontinuestooccurthatisrelatedtotheoriginalincident,youshouldreopentheincident insteadofcreatinganewone.
Pleaseensurethatonlyoneticketperincidentiscreatedandkeptupdated,somealternativestobettermanage yourworkflowarethestatusfields(pending,waitingforclient,resolved).
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Whenyoureplytoadiscussionforumemail,themessageisautomaticallyconsideredtobeareplytotheoriginal messageandpostedtothediscussionboard.
DiscussionForumWindowInformation Field State Topics Subscribed Members Posts Creator LastPosted Description Showswhetherthediscussionforumisactiveorinactive.Aninactivetopicwillnot appearinthediscussionforum. Providesalistofdiscussiontopicsthatyoucansortinascendingordescendingorder. Showswhetheryouhavesubscribedtothediscussionforum. Showsthetotalnumberofuserswhohavesubscribedtothediscussionforum. Providesthetotalnumberofmessagesordiscussionthreadsthathavebeenpostedto thediscussionforum.Youcansortthisinascendingordescendingorder. Thenameofthepersonorgroupwhocreatedthediscussionforum.Creatorcanbe sortedinalphabeticalorder. Thedatewhenthetopicwaslastposted.Thiscanbesortedbydate.
AddingNew MessagesToADiscussionForum
Youcanaddnewmessagestoadiscussionthatsomeoneelsehasposted. 1. 2. FromtheMessagesw ithinaDiscu ssio nTopicwindow,selectthetopicforwhichyouwanttoadda newmessage. ClicktheAddNew Messageiconlocatedinthetoprightcornerofthediscussiontopicwindow.The Collaboratio nMessageReplyCreatewindowappears.
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3.
4.
View ingMessagesFromADiscussionForum
Youcanviewmessagespostedtoadiscussionforumifyouhavethepermissionstodoso.Youcanview messagesinahierarchicalmannerorviewmessagesusingtheflatliststyle. Toviewanewmessage: 1. 2. FromtheDiscu ssio nFo rumwindow,clickthetopicforwhichyouwanttoviewamessage.The Messagesw ithinaDiscussionTopicwindowappearswithalistofmessages. Clickthemessageforwhichyouwanttoviewdetails.Thedetailsofthemessageappear.
ReplyingToMessagesOnADiscussionForum
Youcanviewmessagespostedonadiscussionforumifyouhavepermissiontodoso. 1. 2. 3. 4. 5. FromtheDiscu ssio nFo rumwindow,clickthetopicforwhichyouwanttoviewamessage.The Messagesw ithinaDiscussionTopicwindowappearswithalistofmessages. Clickthemessagetowhichyouwanttoreply.Thedetailsofthemessageappear. ClickReply. Inthebodyofthemessage,entertext. ClickSend.
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ThecrisismanagementteamattheCHCarepresentedinorderofcontact 1.SeniorAnalyst:DenisDagenais,incaseofabsencereferto 2.Manager,ComputingHelpCentre:ChantalStOnge,then 3.AssistantDirector,ClientServices:DeniseVaillancourt TheCCSresourcesmanagementteamsarepresentedinorderofcontact 1.Staffresponsibleoftheunitspagerorcell 2.Staffresponsibleformanagingthecrisis 3.StaffresponsibleforinformationandupdatestoCHC ItistheresponsibilityoftheManageroftheresourcestodetermineinternallytheresponsibilitiesandmaking surethatareliablecontactisprovidedtotheCHC. Informationrequiredforalltypesofsystemfailure 1.CHCstaffresponsibleformanagingthefailureattheclientsperspective 2.CCSresourcesavailablefortheCHC 3.Confirmationofthesystemthatfailed 4.Detailsoftheimpacttothecustomer 5.Timelines Availability Maximumresponsetimetoanswerpagercallsis10minutes CCSandCHCresourcesremainavailableduringthecrisis
13.2
I dentificationOfSystemFailure
13.3
ConfirmationW ithDesignatedGroups
13.4
CommunicationToClients
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13.5
UsingW hiteBoardforRecordingADisruption
Thewhiteboardisabulletinboardcreatedforeachsituationthatmultiplepeopleneedtoknowabout.Atypical exampleofwhenawhiteboardisrequirediswhenanetworkservergoesdownorwhensharedresources becomeunavailable.Thewhiteboardallowsananalysttocreatearelationshipbetweenanincidentticketanda whiteboardnotice. W hiteboardcreationrules ThecreationandmaintenanceofthewhiteboardisnegotiatedbetweentheCHCresourceandthe CCSresource.Theincidentsattachedtothewhiteboardbearthesameownerasthewhiteboard. Thewhiteboardiscreatedincludingdescription,scrollingmessageandadditionaldetails. TheresponsibleCHCresource,attachesexistingticketstothewhiteboardandassignsthema pendingstatus. AllconsequentticketsarecreatedbytheCHCanalystsusingthewhiteboardandareassigneda pendingstatus. Whiteboarddetailsaretobeupdatedwithrecentinformation. Whiteboardmessageistobemodifiedwhenrequired.
UsetheWhiteBoardwindowtocreateanewwhiteboardmessage,ortomodifyanexistingwhiteboard message.
Toolbar
Help CreateaNew W hiteBoard RefreshW hite Board TurnOn/ OffCycleM ode DisplaystheOnlineHelpforthistopic. OpenstheWhiteBoardcreatewindow. ReloadsWhiteBoarddatafromthedatabase. Whencyclemodeisenabled,theWhiteBoardMonitorwindowdisplayseachWhite Boardmessagesequentiallyforashortperiodoftime(approximately5seconds foreachmessage). OpenstheIncidentPopupwindowsoyoucanselectaincidenttoaddtothe LinkedCallslistonthecurrentWhiteBoard. Removesthehighlightedlinkedcall(s)fromtheLinkedCallslist.
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MenuCommands Actions
CreateIncidentFromWhite Board AllowsyoutocreateanIncidentticketfromtheWB.
13.5.1
W hiteboardW indow s
W hiteboard N otice s box This area displays all current whiteboard records listed by the whiteboardID. W hiteboard Message Display Whenawhiteboardnotice isactive,thetextdisplays here.Ifthecyclemodeis turned on and multiple whiteboard notices are active, the system cycles through the notice messagesonebyone. Linked I ncident Calls ListBox This area displays all incidents linked to a selectedwhiteboard. Note: In order to reduce network bandwidth usage,linkedincidentsdo not appear while the Cycle Mode is turned on. When the Cycle Mode is turned off, the window refreshes to display linked incidents for the selectedwhiteboard.
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13.5.2
CreatingAW hiteboardNotice
2. 3. 4. 5.
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6. 7. 8.
Doubleclicktheurgencylevelyouwanttoassigntothiswhiteboardnotice. ClickthebuttonnexttotheStatusbox.TheSelectFromSta tuswindowappears. Doubleclickthestatusyouwanttoassociatewiththiswhiteboardnotice.Bydefault,thestatusissetto Open. 9. SelecttheDi splayinSelfServicecheckboxifyouwanttoviewwhiteboardnoticesinSelfService (SelfServiceDeskorClientServices). 10. IntheNo tesbox,typeanynotesyouwanttosavewiththiswhiteboardnotice.Thisinformationis displayedwhenyoustartthewhiteboardticker. 11. IntheI ncidentDescriptionbox,typeadescriptionfortheincidentslinkedtothiswhiteboardnotice (unlessastandarddescriptionwassavedforthisparticularcategory). 12. ClickSave.
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1. 2. 3. 4. 5.
ClickW hiteboardundertheCrisi sManagementheaderonthenavigatorbar.TheW hiteboard windowappears. ClickFind.TheSelectFromW hiteboardwindowappears. Doubleclicktherecordyouwanttoclose.TheWhiteboardwindowreappearsandfillsinwithdatafrom theselectedwhiteboardnotice. Beforeclosingyoumaywishtoupdatethemessageboard.(i.e.Serverisnowupandrunning.) FromtheActio nsmenu,clickClose .TheCloseW hiteboa rdwindowappearsandfillsinwiththe currentlyloggedonuserID,thedateandtime,andthecategorydescription.TheStatusI Dbox defaultstoCLOSEDorthecustomizedclosedstatussetupbyyoursystemadministrator.
6. 7. 8.
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ToUnlinkincidentsfromawhiteboardmonitor 1. ClickW hiteboardMonitorundertheCrisi sManagementheaderonthenavigatorbar.The W hiteboardMo nito rwindowappearswithalistofincidentsthatarelinkedtothewhiteboardmonitor. 2. Selectoneormultipleincidentsthatyouwanttounlinkfromthewhiteboardmonitor. 3. FromthetoppartoftheW hiteboardMonitorwindow,clicktheUnlinkSelectedI ncidentsf rom W hiteboardicon.Theselectedincidentsarenotassociatedwiththewhiteboardmonitor.
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14.1
CreatingaP reventiveW orkOrder Note:Noclientsareassociatedwithapreventiveworkorder. 1. ClickP reventiveW orkOrderundertheP reventiveMaintena nceheaderonthenavigatorbar. TheP reventiveW orkOrderwindowappears.
2.
IntheAssetI nformatio nsection,enterthefollowinginformation: a. ClickthebuttonnexttotheCon figurationfield.TheSelectfro mConfigu ration s windowappears. b. Fromthelistofrecords,doubleclickanitemtoselectit. c. ClickthebuttonnexttotheP art#field.TheSelectfromI n ve ntoryI temswindow appears. d. Fromthelistofrecords,doubleclickanitemtoselectit.Ifthereisanassettag associatedwiththeproduct,theA ssetTagfieldisautomaticallyfilledin.
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3.
d. e. f. g. h. i. 4.
b. c. d. e. 5.
EnteradditionalinformationintheI nventoryServiceHistorytab. a. RightclickontheI nventoryServiceHistorytabandselectSe rviceI temto associateanitemwiththepreventiveworkorder.TheSelectfromtheI nvento ry Action swindowappears. b. Fromthelist,doubleclicktheI n vento ryA ctionitemtoassociatewiththepreventive workorder.TheI n vento ryServiceHisto rywindowappears.
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c.
SpecifyadurationfortheinventoryservicerecordandclickSave.Theinventoryitem isassociatedtothepreventiveworkorder.
6.
EnteradditionalinformationintheW orkOrderDetailstab. a. RightclickontheW orkOrderDetailstabandselectAddNew W o rkOrderDetails. TheSelectfro mSupportActio nswindowappears. b. Fromthelistofsupportactions,doubleclicktheselectedactiontoassociatewiththe preventiveworkorderandclickOK.Theactionisassociatedtothepreventivework order.
7.
EnteradditionalinformationintheW orkOrderAttachmentstab. a. RightclickontheW o rkOrde rAttachmen tstabandselectAd dAttachment.The Attachmen twindowappears. b. ClickBrow setoselectanattachmentthatyouwanttoassociatewiththepreventive workorderandthenclickSave.Theattachmentisassociatedtothepreventivework order. 8. ClickSave.
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15.(NEW !)Reports
UsingtheReportsmodule,youcanviewandprintpredefinedorcustomreports. TheBMCServiceDeskExpressapplicationprovidesstandardreporttemplatesthatfocusonchange management,incident,assetmanagement,licensing,problemmanagement,purchasing,servicelevel agreements,andworkordermanagement. TheReportConfigurationutility,allowsyoutocustomizehowreportslistsandreportcategoriesappeartoyour users. TheReportswindowdisplaysalistofpredefinedreportscreatedwithCrystalReports.
15.1
View ingAReport
4. 5.
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Ifthereportyouselectedhassubreportsembeddedinit,thewindowisdividedintodifferentareas:one forthereportandanotherforeachsubreport. 6. 7. 8. Ifthereporthasanyparameterassociatedwithit,typeorselectitsvalue. Ifacolumnnameislinkedtoaparameter,clickthepopupbuttontoobtaintheappropriateparameter informationfromthepopupwindow. Selectavieweroption,andclickSho w Report.Eachviewerdisplaysthesameinformation.Thereare fourvieweroptions: ActiveXViewer JavaViewer HTMLViewer PDFViewer
Note:ThePDFVieweroptionisavailableonlyonWindows2000systems. Thereportyouselectedappears.
15.2
NavigatingW ithinAReport
Export
Clickthisbuttontoexportthecontentsofthereporttooneofthefollowingformats: CrystalReports(.rpt) MicrosoftWord(.doc) MicrosoftExcel(.xls) RichTextformat(.rtf) PortableDocumentFormat(.pdf)fortheActiveXvieweronly Youmusthavetheprogram,whichsupportstheformatthatyouwant,installedlocallytoexport tothatformat. Clickthisbuttontomoveforwardorbackwardthroughamultipagereport. Clickthisbuttontoprintthereport.GraphicsinthereportrequireaPostscriptprintertoprint properly. Clickthisbuttontoenterthetexttobelocatedinthereport.Thetext,iffound,ishighlightedin thereport. Clickthisbuttontocancelthenavigationrequest(movingforwardorbackwardinthereport) Clickthisbuttontoshoworhidealistofgroupheadingsinareport.Theheadingsinthepreview panegiveyouaquickaccesstoalocationonthereport.
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