CA Service Desk Manager - Creating a New Ticket

This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to create a new ticket, scratchpad, quick profile


Quick Profile

The Quick Profile provides a centralized area to view detailed information about contacts and organizations that make up your enterprise. To begin the creation of a ticket: 

1. In the Service Desk tab, from the Main Menu, select View, then Quick Profile from the main toolbar.

A Quick Profile window will open in a new window.

The Quick Profile is divided into three panes. The left pane displays target contact information as well as contact historical information. The right pane acts as a list area, displaying different types of data depending on your latest selection. The bottom pane shows the Scratchpad area, allowing you to add additional information to the ticket profiled.

QuickProfile

2. When searching for a contact, enter at least one of the following:  UIN, NetID, or Email Address.  You can also search on Last Name or First Name but don't rely on name alone since there may be multiple matches.

3. Click the Search button. The available records that match your request will be populated in the window.

QuickP3

4. Click on the hypertext to select the correct contact.

Keyboard shortcut: In the Quick Profile, you can enter partial data directly into the fields and press Enter on your keyboard to populate search results. If these results don’t meet your needs, click the Show Filter button to refine your search.

ContactInfo


5. Verify that the information for the contact is correct. If it is not, Click Edit This Contact to edit the contact and replace information. You must click the Save button after editing any contact to record the changes.

Tip: This will only change the information in Service Desk; if a user changes their information in Banner, this will override the Service Desk data.

To view any recent activity that a contact has performed, you can click the Recent Activity button. This will display what the contact has searched for and what results they found or viewed.


Scratchpad

As the contact begins to explain their issue and you determine the classification of the ticket, add information about the issue into the Scratchpad. To enter information into the Scratchpad:

Scratchpad


1. Click within the Scratchpad box to highlight.

2. Type in the details of the issue into the Scratchpad.

3. Determine and select the Type of ticket from the dropdown.

4. Click the New button to create a new ticket.

A new ticket will open in a separate window

New


Request Area and Incident Area

As a requirement, all Requests and Incidents must have an Affected End User (this is populated when using the Quick Profile) and a Request Area or Incident Area. To select a Request Area or Incident Area:

1. Select the Request Area or Incident Area hyperlink.

A Request Area or Incident Area list will open in a separate window.

RequestArea

The list is built as a hierarchy as each high level allows users to drill down to more appropriate areas based on their campus affiliation and role (e.g. Student, Faculty, Analyst). To get additional information about an Area, you can hover over the drilled down Area hyperlink to reveal and select the View Detail button. All Areas will have a previously determined default group behind them where the ticket will be sent.

2. Once you identify the area best suited to define the issue, click on the hyperlink associated to the Area.

CreateNew

The Group field is now populated based on the Request Area or Incident Area selected. The Assignee field is populated with the person reporting the issue. The Description field is populated with the Scratchpad information.


3. Type a short description into the Summary field. This field acts as the title to the ticket and is what is used when looking at a list of tickets from searches or reports.

Tip: There is a 60-character limit for the Description field. 

Summary

Note: Configuration Item, Resolution Code, Resolution Method, Change, Caused by Change Order, External System Ticket and Apparent Root Cause fields are utilized on a department-by-department basis.


Status, Priority, and Created By

Modify the Status, Requester, Priority, and Created By fields using the drop downs if necessary.


Call Back Date and Time

The Call Back Date/Time field is a way to provide a commitment to the Affected End User that you will reconnect with them at a later date after performing any additional online function or researching their issue. To populate the Call Back Date/Time field:

5. Click the Call Back Date/Time dropdown and either select a preset time or select the Call Back Date/Time hyperlink to open a calendar to select a date and time.

6. Click the OK button.

Tip: Your callbacks for the day will be tracked in your Scoreboard to allow you to review and reconnect with End Users in a timely manner.


Saving the Ticket

In order for the ticket to process in the system, you must Save the ticket. In order to save a ticket:

1. Click the Save button.

A yellow highlighted bar will appear confirming the save, the ticket creation, and will also display the ticket number

RequestDetail

IMPORTANT: You must always Save the ticket each time changes are made to the information; otherwise, changes made will be lost. The tool has no additional warnings or pop-ups to alert users of the need to save.


Exercise: Creating a Ticket

Perform the following activities:

1. Create a new ticket with the following parameters:

a. Affected End User:

Enterprise ID: instructor01

Last Name: instructor01

First Name: instructor

b. Issue: User needs to reset password

c. Status: Open

d. Priority: Normal

e. Created By: Phone

f. Request Area: SDM Training SDM Basic Navigation and Functionality 17

g. Assignee: Populate the assignee with the training ID (e.g. train01) of an individual sitting next to you in the training course so that you and the partner will each get a new ticket in your queue.

2. After you have created the ticket, add one of the following activities:

a. Log a comment

b. Add a callback activity

3. Save the changes and close the window.

4. If there is time remaining, you may go to your queue(s) and view the new ticket assigned to you.





Keywords:aits, training, request area, incident area, status, priority, created by, call back date and time, save the ticket, SDM, r14.1   Doc ID:66893
Owner:Shawn L.Group:University of Illinois System
Created:2016-09-13 13:17 CDTUpdated:2017-03-07 15:34 CDT
Sites:University of Illinois System
Feedback:  1   0