Middlebury

Difference between revisions of "Basic Web Help Desk Topics"

(Problem/Incident Procedure)
(Problem/Incident Procedure)
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Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br>
 
Any '''Notes''' sent to the client from the '''Problem''' ticket are sent to the '''Incident''' ticket clients.<br>
 
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.
 
When the '''Problem''' ticket is closed, the '''Incident''' tickets are closed.
 +
<br><br>
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==Compromised Account Procedure==
  
 
==Best Practices to Close a Ticket==
 
==Best Practices to Close a Ticket==

Revision as of 16:34, 6 August 2018

Log into Web Help Desk

  1. Go to http://go.middlebury.edu/whd.
  2. Log in using your Middlebury credentials.


Open (Create) a Ticket

  1. Click on the New Ticket button.
  2. Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.
  3. Review the Ticket History on the Client Info tab to verify that a related ticket doesn’t already exist. Click the Include Closed check box if you are looking for a closed ticket that needs reopening.
  4. Select the Asset tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.
  5. Select the Ticket Details tab.
  6. Select a Request Type and a Request Subtype, if there is one.
    • Pay attention to any Instructions that appear in a green text box that pop up for certain Request Types.
    • Some Request Types require that Custom Fields be completed - watch for those later in this process.
  7. Select an Assign To option - either the Tech Group or Myself radio button.
    • If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again. - Rework this...
  8. Enter text in the Subject field that is appropriate to the issue.
  9. Enter text in the Request Detail text box which may be a simple copy/paste from a mail message.
    • In most cases, this field should only be populated with Request Detail information. Notes are used to specify actions taken by the Technician.
  10. If you have a picture to illustrate the problem or a document to add, do the following:
    a. Click the Add File button. The Attach File dialog box opens.
    b. Click the Browse button.
    c. Select the file desired and click the Open button.
    d. Click the Upload button.
  11. Complete any required fields in the Custom Fields section, if there is one. Required fields will be in bold text. Note that sometimes a '?' is acceptable if you don't have the required information.
  12. Select the appropriate Status.
    • Open = Default setting. WHD will send alerts if action is not taken within a specific time.
    • Pending = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.
    • Customer Hold = Waiting for a client response. WHD will not send alerts.
  13. Priority: Usually, keep the default. It’s based on info you’ve already entered.
  14. Recipients: Usually, keep the default. Recipients are based on info you’ve already entered.
    • If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.
    • If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).
  15. Add a Note and send the message, if necessary (see the next section on Notes).
  16. Click Save & E-Mail or Save.
    • Save & E-Mail saves the ticket and sends a copy of if to the Recipients (by default the Technician is a Recipient if this is the first time a ticket is saved).
    • Save saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).
  17. Click the Exit Ticket button in the upper-left of the ticket. It has a curved arrow on it and is just under the Client Info tab.



Routing Tickets

Tickets are routed to individuals or groups depending upon the selection of a Request Type/Subtype and your selection of radio buttons in the Assign To section.

Assigning a Ticket to Yourself

  1. Select a Request Type and Subtype from the drop-down lists.
  2. Select the Myself radio button.

When the ticket is saved you will be listed as the Assigned Tech and the Tech Group should be one of the groups to which you belong.

Assigning a Ticket to a Group

Escalation of a Ticket to Another Level



Using Notes

Notes are used to:

  • Record communications from clients.
  • Record steps taken in your attempts to resolve an issue.
  • Send a message to the client.
  • Communicate with another tech group regarding an issue.


Adding a Note

  1. In the Notes section, click the New button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.
  2. In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.
    Note: Visible To Client is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.
  3. If you have a picture to illustrate the problem or a document to add, do the following:
    a. Click the Add File button. The Attach File dialog box opens.
    b. Click the Browse button.
    c. Select the file desired and click the Open button.
    d. Click the Upload button.
  4. To share an FAQ solution with a customer, see Advanced Web Help Desk Topics for the easy steps.
  5. Click the Save button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.


Sending a Note

A Note is an easy way to send information to a client about an issue.

  1. Compose the note in letter format in letter format with proper salutation and closure lines.
  2. After saving a Note review the Recipients section and add or remove check marks until you have the desired distribution group(s) indicated.
  3. Send the information using one of the following methods:
    • Clicking the Send button to the right of the Note sends the contents of the Subject field and the Note associated with the Send button, followed by the signature set up for you in Setup/Techs/My Account/E-Mail Signature to the recipients and then saves the ticket contents.
      • The advantage of this method is the ease of reading the content.
      • The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.
    • Clicking the Save & E-Mail button at the bottom-right of the page sends the contents of the Subject field, the Request Detail field (will appear on the bottom), and all Notes marked Visible To Client (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.
      • The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.
      • The disadvantage of this method is the difficulty a client might have reading the entire copy.



Problem/Incident Procedure

If you create a Parent/Child relationship between tickets editing of the Parent (Problem) ticket mirrors the action in the Child (Incident) ticket(s).

To create a Problem ticket:

  1. Create a ticket as usual.
  2. Save the ticket.
  3. In the Details section of the ticket, select Problem.
  4. Save the ticket.
  5. Note the ticket number, Request Type and Request Subtype.

To create a Incident ticket:

  1. Create a ticket as usual using the same Request Type and Request Subtype as the Problem ticket.
  2. Save the ticket.
  3. In the Details section of the ticket, select Incident. A Problems tab will appear in the upper-right corner of the ticket.
  4. Select the Problems tab.
  5. In the No. field enter the ticket number of the Problem ticket.
  6. Select the Request Type and Request Subtype from the drop-down lists presented.
  7. Click the Search button.
  8. Select Link.
  9. Save the ticket.

Any Notes put into the Problem ticket will be added to the Incident tickets.
Any Notes sent to the client from the Problem ticket are sent to the Incident ticket clients.
When the Problem ticket is closed, the Incident tickets are closed.

Compromised Account Procedure

Best Practices to Close a Ticket

a work in progress