Service Request System (SRS)

Cal Poly Technician Staff User Training

for Tech Service Ticketing

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Service Request System Training

Agenda:• The Project Details & Scope

• The Implementation Team

• Service Request System Terminology

• The User Interface Overview– End-User Interfaces Overview – Student & Non-Tech Staff Interfaces

– Technician Staff Interface Overview

• Working with Requests – Create, Update, Reassign, Close a Ticket

– Software Requests

– Service Requests

– Account Requests

– Confidential Issues

• Sorting, Searching & Reporting

• Future Enhancements & Help???

• Questions & Hands-On Practice

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The Project Details and Scope

• The Service Request System (SRS) replaces the existing Remedy System.

• The SRS product name is Enterprise Wizard, but because of the problems with decommissioning the Remedy name we are using a generic name.

– There are thousands of references to the old Remedy system in hundreds of locations.

• The SRS is fully web-based and accessible from on and off-campus.– Fully Macintosh-compatible and tested with Safari and FireFox (preferred)– PC Tested for IE (6 and 7) and FireFox (2 and 3)– For both Mac and PC you must enable “Pop-ups for this site”– “Screen of Death” (SOD) Error Reporting– SRS Authentication is provided via the Cal Poly Portal

• The SRS supports a more intuitive interface with improved tools for creating, searching and routing tickets along with other requested features.

– The SRS uses up-to-date tools for improved services delivery and request routing.

• The SRS is a work-in-progress and will improve and grow with time.– The SRS will add an MDS section in the fall, et. al.

• The “Go-Live” date for SRS is May 19th with a full switch over June 1st.– The Remedy system will go into Read-Only mode June 1st and will be fully

decommissioned June 15th .

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The Implementation Team

• Tim Kearns, ITS - CIO

• Craig Schultz, USS – Director

• David Ross, SRS Project Manager– Anita West, SRS System Administrator

– Don Ruxton, SRS System Administrator

– Chris Broome, SRS Software Requests Coordinator

– Jane Worthy, SRS MDS Requests Coordinator

– Steve Rutland, SRS End User Interface Coordinator

– Robert Pessagno, SRS End User Programmer

– Terri Bruns, SRS Programming Manager

– Jason Flathers, SRS Provisioning Programmer

– Dara Manker, SRS Pinhole Programmer

– Peggy Rodriguez, SRS Provisioning Coordinator

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SRS Terminology and Concepts

Field A field is a piece of information, such as a Telephone Number.

Required Field A field that is required to be filled before saving or closing a ticket. The required fields are marked with a red asterisk, such as *TimeSpent.

Dependant Choice Field

A field that is dependant on a choice from another field. When you make a selection from a choice field, the dependant choice field(s) will appear.

Object (Table) An object is the whole set of fields, relationships, and rules on which individual records are based. Objects are implemented as tables in a relational database. A KnowledgeBase typically has several different types of tables, such as Users, Service Requests, Account Requests, Software Requests, etc.

Ticket A ticket is a collection of field values. A ticket is the same as a Request.

Conversion A ticket can be converted into other tickets like a confidential issue, a template or a standard solution.

Escalation A ticket will escalate, in priority, if it is not worked on or finished after a certain period of time.

Inbox The Inbox icon takes technicians directly to their assigned issues.

Rule A bit of business logic that SRS executes automatically.

Workflow Workflow define state transitions and the actions that can happen during these transitions.

Group A group defines the permissions that a user has within SRS. For example, group permissions define what records and fields a user may view or edit.

Team Teams are used to identify working units. Teams can have sub-teams and model company hierarchy.

Report A report is a summary of information that may be presented in graphical, HTML, text or Excel format.

Search A search is a filter. For example "Find all Support Tickets that are over 30 days old".

View A view defines what fields from a particular type of ticket should be shown. For example, "Show the Summary, Priority and Assigned Person fields of Service Requests".

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User Interface Overview

• There are two user interfaces:

– The End User Interface - used by students and the non-technician staff.

• Students will view/update their own requests (tickets) and respond to requests for information. Students will not be able to create new service requests. They will have to call the Service Desk to create a new request.

• Non-technician staff will submit their own new requests, view their own requests and respond to requests for information.

• Both will use a reduced web interface.

– The Technician Staff Interface - used by the technician staff and the technician student workers.

• Technician Staff/Student workers will be able to create and update requests for primarily others and themselves, interact with requestors, send emails, receive notifications and undertake other activities needed to manage requests that have been assigned to them and/or their team.

• Technician Staff/Student workers will use the full internal GUI interface with access granted via groups and teams.

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User Interface Overview

•Accessing/Logging-in to the SRS:

–All users will first log-in to the

Cal Poly Portal (https://my.calpoly.edu) and then select “Service Request - Tech Service Ticketing” from the “Single Click Access to…” channel.

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User Interface Overview

• The Student, End User Interface, Home Page

What Students can do in the End User Interface•Students can view, tickets created for them by the

technician staff. •Students can not create new service requests.•Students can respond to requests for information

concerning tickets created for them.•Students can create new software requests.

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User Interface Overview

• The Non-Technician Staff, End User Interface, Home Page

What Non-Technician Staff can do in the End User Interface

•Non-Techs can view and create both service requests and software requests.

•Non-Techs can respond to requests for information concerning tickets created for them.

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User Interface Overview

• The Tech Staff/Student Workers, Tech Staff Interface, Home Page

What Tech Staff/Student Workers can do in the Tech Staff Interface

•Techs can view and create tickets for others and themselves.•Techs can create new service requests, account requests,

software requests and confidential tickets.•Tech can convert tickets to other types of tickets.•Techs can use and save template tickets.•Techs can create and use standard solutions.•Techs can reassign/re-route tickets.

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User Interface Overview

• The Tech Staff/Student Workers, Tech Staff Interface, Highlights

Minimize Items

Quick and Complex Searching

On-Line Help

Restore Items

Inbox Menu

Click on link to quickly open the last record you edited

Click on a date to view entries and/or create new calendar eventsConfigure Items

Logout of SRS

Customize Table View

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User Interface Overview

The Main Toolbar provides tabs corresponding to the tables that you have permission to access.

•To create a new record, move the mouse over the tab and select the appropriate record type from the menu.

•To view a table’s records, just click on the top level tab or mouseover and select the top menu item View <Table Name>.

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User Interface Overview

• The Tech Staff/Student Workers, Tech Staff Interface, Ticket Overview

Dependant Choice Fields

Required Fields

Lookup ToolTIP: Enter data into the field before clicking the Lookup button to limit the number of customers returned.

HTML used for sending Hyperlinks to Requestor.

NOTE: If you change to html you need to click

on the edit button (which opens the html

editor) to edit the Solutions field.

Upon creation of the ticket the name of the person entering the ticket is inserted as the Requester. This

is changed to the person requesting the

services.

Time Log, Background Info and Closing Info Tabs

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SRS in Action

Demonstration of the basic functions of

ticket creation/modification.

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Sorting Records

• The rows in a table view are configured with a default sorting order, but you can sort them on any field by clicking that field name in the header of the table.

• The currently selected field is marked with or next to the Field Name for descending or ascending order. To reverse the sort order, click the appropriate arrow icon or the field name again.

• Note: To add a secondary sorting field set, click its Name while holding Shift. The fields included in the multiple field sorting are marked with (1), (2) etc. To switch back to single field sorting, click on a Field Name.

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Searching - Overview

– Full text indexing enables fast searching through records and attached files by whole words or strings (more options)

– Advanced search enables boolean search of all fields for value or variable (my name), relative date and time, calendar criteria (last month), and filtering by any field that has or has not changed

– Can search for records that ever met the search criteria (historical search)

– Can display search context in results

– Quick search box enables fast finding

– Saved searches available from drop-down for repetitive work

– Inbox takes technicians to assigned issues

– All searches can be used in login hyperlink to go directly to a filtered view of the system

– Search lookup can be added to any field to enable searching and importing of other records while editing a record

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Search Block

• Enter text in the quick search box to find all records submitted by a user, or numbers to find records by ID (can use a range: 35, 38-39, 41). This box searches across all text and choice fields to quickly find records – you can enter a name, a status (i.e. Closed), a severity, or any other text content to quickly filter records

• More options allows string searching and other options

• Inbox filters to assigned items

• Show All removes any filters

• Refine narrows already executed search by new criteria

• Context shows context with search results

• Active only (defined in More Options) filters to what you designate as “active” records for the selected table

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Complex Searches

• A complex search is created by applying one or more filters to data contained in tables.

• SRS supports several types of filters, which can be further combined:– Simple

– Time – Calendar – Advanced

• If several filters are to be applied, the Boolean operators (And/Or) may be specified (leftmost column) and these expressions may be enclosed in brackets to reflect precedence.

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Introduction to Charts and Reports

• Charts and Reports are ways of collecting, summarizing and displaying information from a table and are so tightly integrated that we will simply refer to them as Reports. They may display information in graphical, HTML, text and/or Excel formats.

Similarities - • Charts and Reports can be generated and viewed

interactively, distributed via email or written to the hard drive for viewing via a web browser or another program.

• A chart can be added to a report with a single mouse click.

• The same wizard is used to create or edit charts/reports and they are displayed in the same table.

• Charting and Reporting capability is automatically provided for every table, whether that table is included with the default knowledgebase or added by the local admin. The only difference between default and custom tables is that we have already created reports for the default tables.

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Future Enhancements & Help

• This fall ’08 SRS will add an MDS section.

• Help us grow this program. Tell us how you think SRS can be improved and added to.

• To get help with SRS:– Look in the online help first… it is very complete.– Talk to peers who use SRS to share tricks, tips and get answers.– Go to the Service Desk website for additional help and links.– Call the Service Desk @ 756-7000