Difference between revisions of "Helpdesk/Sandbox"
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Revision as of 03:12, 12 February 2009
The latest version of this document should be available on the knowledge base http://kb.middlebury.edu Please look for this article on the knowledge base first, as it contains a few very important related links. There is a shorter but clearer article on the Knowledge Base look for article number 1439 or Helpdesk Call Logging Using HEAT.
Launching Heat Heat is installed on all computers used by the Helpdesk. It is usually available on the desktop as a shortcut Call Logging or Heat. Also, it most likely will be on the Start menu -> Programs -> HEAT -> Call Logging. If you cant find it on the Start menu or Desktop, look in C:\Program Files\HEAT\CallLog32.exe. The icon looks like this:
C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-select-data-source.jpg
What follows is a guide to the most basic Heat functions. The full blown Heat manual is on the knowledge base (http://kb search for heat, its a PDF). Heat also has a built-in Help feature and a link to a FAQ and How-to section:
Creating tickets - Step 1 You can create a new ticket by clicking on the File menu and selecting New Call Record. Note, that you should always check the customers history before creating anew ticket. If the customer has reported the same issue/question/request in the past, you should reopen the ticket with that question/request instead of creating a new ticket (we dont really want duplicate tickets for the same customer). To learn how to check the customers history, check the table of contents in this document for Viewing a customers history of calls/questions.
Creating tickets - Step 2
Remember to fill in as much information as possible. Most fields are essential and Heat wont let you save a ticket if it has insufficient information (the fields marked with red on the picture are the essential fields)
You MUST get intimately familiar with the Category and Call type fields. You should sit down and create a ticket for each category and call type (you can put it under your name and assign it to yourself) you should always save the ticket, if Heat is not letting you save it, you forgot to fill out something, go back correct it and try again. If you look closely at the second illustration below (the larger picture) youll notice that the word Call Type (next to the red number 4) is written in blue/magenta color, while the word Category just above it is written in black. Any field in Heat that has a label written with blue/magenta is an essential field, meaning that it must be filled, otherwise the ticket cannot be saved. Once its correctly filled, the text in the label changes color to black (see the first, smaller illustration where both Category and Call Type are labeled with black).
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Creating Assignments A ticket must always have an assignment. If you acknowledge a ticket it means YOU are working on it and it is YOUR responsibility to complete it or reassign it. If you have finished your shift and the issue is not resolved OR you dont know what to do with an issue, reassign it to Service Requests (SR). Do not enter an assignee and do not acknowledge SR tickets unless you are going to work on them during your current shift. C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-assign-ticket.jpg
Closing tickets The only times when a ticket can be closed is if: 1) the issue is resolved AND the customer has picked up the computer (if there was one) 2) There is nothing else we can do with an issue AND/OR the customer does not want us to work on an issue any more. When closing tickets they must have very detailed descriptions of ALL the steps taken and the final outcome. It is essential that you make a note in the ticket when the customer picks up the computer OR asks us to close the issue.
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Creating and editing journal entries. A journal entry needs to be created whenever a new step or a new set of steps is taken. A journal entry must be created whenever we contact the customer and whenever the customer contacts us. You should only update your own journal entries. When continuing to work with steps that other people have suggested, you should create your own journal entry and write down each step you took or want to take. Note: to see the journals or create/edit one, you need to click on the Journal tab (next to Assignment)
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'E-mailing a journal to customer.' E-mailing a journal to customer is the preferred way of communicating with the customer, e.g. whenever we need to know more information from the customer or whenever we need to give more information to the customer. What you would normally enter in an e-mail message can be entered in a journal. Upon pressing the button E-mail journal to customer an e-mail will be sent to the username listed in the ticket. The e-mail will come from the firstname.lastname@example.org account, will contain the ticket number and will have the contents of the journal entry. Whatever is in the Notes box will NOT be sent in the e-mail. C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-mail-journal-to-customer.jpg
Viewing a customers history of calls/questions. It contains every ticket made under the customers name open or closed. The preferred way of creating a ticket: 1. You enter the customers username in an empty ticket 2) You open the Call History 3) You reopen a ticket if the customer is reporting an issue that he has reported in the past. 4) If there are no previous tickets related to the C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-view-call-history.jpgcustomers issue, only then you should create a new ticket.
'Browsing call groups' It is useful sometimes to browse a call group to find what tickets need to be worked on. A Call Group is a collection of tickets assigned to a particular area: The Walk-in has its own call group, the Call Center has its own group, etc. The group contains all OPEN tickets assigned to a particular area. C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-open-call-group.jpg
Going to a ticket by using the ticket number (aka Call ID or Call number) Sometimes a customer will call to ask the status of an issue that was reported and the customer may give you the ticket number. You can go directly to the ticket without having to browse all calls or a specific call group. This is also useful when you want to check if there are any updates on a ticket that you have reassigned for a question that you did not know how to solve. You should always check the ticket before you start working on a checked-in computer there might be essential notes that can make your work easier and you will avoid repeating things that have C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-goto-call.jpgbeen already done.
'Change the priority of a ticket' Its sometimes necessary to change the priority of a ticket, for example if the customer found a workaround and it is not as essential for us to find a complete solution immediately. Changing the priority can also be very useful when an issue is affecting a group of people or if a single customer has an essential (for the well-being of the College) task that has been impaired. In this case you need to increase the priority to Elevated (e.g. A computer for an employee in the Registrars Office is not working on the day of class registration). The priority should only be changed to Urgent if the issue is affecting a large group of people and is time sensitive (e.g. E-mail server is down). Always check with a senior consultant or a staff member before changing priority. C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-change-priority.jpg
C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-attach-file.jpg'Adding an attachment to a ticket' You can attach a file to a ticket, just like adding an attachment to an e-mail. This is a good way to store screenshots of error messages or copies of problematic documents that customers have sent. C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-add-attachment.jpg
Printing a Work order C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-print-workorder.jpgYou need to create a Work Order whenever a customer brings in a piece of equipment (laptop, desktop, router) and he/she needs to leave it with us (for example, they need to run back to class, or we need to work on it for a long time). You create work order by entering the ticket under the category Equipment. Then you get access to the Detail tab where you must enter the serial number and the model of the equipment, as well as any notes and additional parts. Before the customer leaves the piece of equipment with us, we need to print the Work Order and have the customer sign it. The printed and signed work order us taped to the equipment.
C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-print-whole-ticket.jpgYou can also print any ticket that is not a Work Order or does not allow itself to be printer from the Details tab. This happens very rarely.
Using AutoTasks Auto tasks are built-in recipes in Heat. They tell Heat to execute a sequence of steps without you having to do much work. Explore the AutoTask menu to find out whats available. You can also request new AutoTasks by e-mailing the leads, Jason or Amy Hoffman. C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-using-autotasks.jpg
Search any field C:\Documents and Settings\5r\Desktop\eval-answ-pics\heat-search-any-field.jpgOne of the best features of Heat is that you can search any field that has text in it. You can search all of the tickets under a customers name, last name or username. You can search for all the tickets in a Department. You can search for all the tickets assigned to you. You can search for all the tickets with a certain word or words in the description, solution or journal!
iHeat iHeat is an alternative way to use Heat. You can install iHeat from http://iheat.middlebury.edu/iheat on your PC or Mac or run it from a browser. Note that the ActiveX version of iHeat runs only in Internet Explorer 5 or later on a PC. The Java version runs on Macs and PCs. There are also client versions that you can install on your PC or Mac. When you launch iHeat it will ask for your Middlebury username and password and it will ask you for the server address of the iHeat server which is simply iHeat.
Note that for basic usage, Heat and iHeat are essentially the same and function the same.
Some general tips - You can use the Tab key on the keyboard to automatically complete fields (enter your username in the username field and press tab to see what happens) - Check the Heat Board for common and active large-scale issues. File:Image033.jpg - File:Image034.jpgUse the Documentation links, Quick Links and check the troubleshooting hints: File:Image035.jpg
Some frequently asked questions: 1. How many priority levels are there in Heat? When would you modify a call priority - describe a situation for each level? 2. What kind of status can a ticket have? (E.g. open, closed) When would you use each status? 3. When do you need to create a work order, what information would you need to record from the user? Would you ask a faculty/staff for their password? If they offer it without you asking, will you record it? Would you check in everything the customer brought in (bag, mouse, CDs, AC adapter)? 4. Describe how you would search any field in Heat. 5. Describe how you would install iHeat (PC and Mac): a. Where would you download the installer (which server, give a specific URL)? b. Which server hosts the Heat database (specific name)? 6. What are the proper uses of the following accounts: Pclab, guest, loaner, alumnus? 7. When would you create a Heat board? 8. To which call group would you assign tickets that: a. need to be worked on b. you have worked on it and but cannot continue to do so c. dont know what to do with? 9. How often do you: a. check customers history in Heat (circle one): Always, mostly, sometimes, never. b. check for unresolved tickets assigned to your location (e.g. WI, CC, or SR)? Answers on the next page.
Q1: There are 3 priority levels: 1 - URGENT. Campus wide outages. Impacts multiple users and/or halts or severely impacts critical systems e.g. Network down in a whole dorm. Must be confirmed by a senior consultant or a supervisor. 2 - Elevated. Impacts individual or small group. Normal operations impaired. 3 - Standard. Impacts individual or small group. Not time sensitive. Q2: A ticket can be: - Open: work in progress - Closed: completed AND picked up - Customer hold: we are awaiting input from customer: CDs, AC adapter, password, critical questions - LIS hold: not time sensitive, work around available. we'll finish at a later point. E.g. someone requests a new workshop - Reopened: same issue for same customer has come up again. - Ready for pickup: done, awaiting customer to pick up - Stump the chump: like LIS hold, just for really tough issues. E.g. How do you do A and B while blindfolded and using 2 fingers? Q3: We create a work order when we need to work on any piece of equipment and the customer has to leave it with us. Before the customer leaves we need to record the customer's name, then we create a new ticket (or reopen an old if the issue has repeated itself before). The ticket needs to be under the category "Equipment", with a detailed description of the issue, steps we or the customer has already taken, then we fill out the "Details" screen, making sure to record ALL pieces of equipment checked in (e.g. AC adapter, install CDs, laptop) and record the serial number/tag of the main equipment that's having the issue (e.g. laptop's serial, desktop's serial, etc.). It is a good habit to fill in the brand and model. We save the ticket. Then we print the ticket and the customer signs and dates the printout. Using the special blue tape the printout is taped to the main equipment that's having problems (e.g. the laptop), and every other piece of equipment gets a blue (or white) piece of tape with the customer's username. We sometimes record student's passwords, but only if we really, really have to. We advise customers instead of giving their passwords to us, they should remove the password from their account and set it back when we return their computer. WE NEVER WRITE DOWN FACULTY AND STAFF PASSWORDS! If they willingly give it out, WE DO NOT RECORD IT and advise them that we MUST NOT know the password. Q4: You search any field in Heat by right-clicking on it and selecting simple search. Sometimes you might need to place the cursor at the end of the line and then right-click. Q5: I would point my web browser to http://iheat/iheat or (iheat.middlebury.edu/iheat). On that page I will find the links Windows client and Macintosh Client and I would follow the instructions given on the page for each client. When I launch iHeat for the 1st time, I would use the server address iHeat. Q6: The Pclab account is used when a consultant notices a problem with a public computer ON-SITE. If a customer reports an issue with a public computer, we DO NOT use Pclab, we use the customers username. The guest account is used for entering tickets for guests people that do not have a Middlebury college account. The loaner account is used for entering tickets regarding loaner laptops. The alumnus account is used for entering issues reported by alumni. Q7. I would create a Heat board issue after receiving many (more than 3) calls regarding the same issue. E.g. The G-mail website is not working for all on-campus users, but it works for all off-campus folks. If this happens during business hours (Mon-Fri 8 am-5 pm), I would 1st consult with a senior consultant or a supervisor. Q8: Service requests. Q9: I check the customers history 100% of the time. I check for unresolved tickets whenever I am not working on an issue.