Presentation on theme: "Service Request System (SRS)"— Presentation transcript:
1 Service Request System (SRS) Cal PolyTechnician Staff User TrainingforTech Service Ticketing
2 Service Request System Training Agenda:The Project Details & ScopeThe Implementation TeamService Request System TerminologyThe User Interface OverviewEnd-User Interfaces Overview – Student & Non-Tech Staff InterfacesTechnician Staff Interface OverviewWorking with Requests – Create, Update, Reassign, Close a TicketSoftware RequestsService RequestsAccount RequestsConfidential IssuesSorting, Searching & ReportingFuture Enhancements & Help???Questions & Hands-On Practice
3 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 ReportingSRS Authentication is provided via the Cal Poly PortalThe 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 .
4 The Implementation Team Tim Kearns, ITS - CIOCraig Schultz, USS – DirectorDavid Ross, SRS Project ManagerAnita West, SRS System AdministratorDon Ruxton, SRS System AdministratorChris Broome, SRS Software Requests CoordinatorJane Worthy, SRS MDS Requests CoordinatorSteve Rutland, SRS End User Interface CoordinatorRobert Pessagno, SRS End User ProgrammerTerri Bruns, SRS Programming ManagerJason Flathers, SRS Provisioning ProgrammerDara Manker, SRS Pinhole ProgrammerPeggy Rodriguez, SRS Provisioning Coordinator
5 SRS Terminology and Concepts FieldA field is a piece of information, such as a Telephone Number.Required FieldA 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 FieldA 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.TicketA ticket is a collection of field values. A ticket is the same as a Request.ConversionA ticket can be converted into other tickets like a confidential issue, a template or a standard solution.EscalationA ticket will escalate, in priority, if it is not worked on or finished after a certain period of time.InboxThe Inbox icon takes technicians directly to their assigned issues.RuleA bit of business logic that SRS executes automatically.WorkflowWorkflow define state transitions and the actions that can happen during these transitions.GroupA 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.TeamTeams are used to identify working units. Teams can have sub-teams and model company hierarchy.ReportA report is a summary of information that may be presented in graphical, HTML, text or Excel format.SearchA search is a filter. For example "Find all Support Tickets that are over 30 days old".ViewA 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".
6 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 s, 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.
7 User Interface Overview Accessing/Logging-in to the SRS:All users will first log-in to the Cal Poly Portal ( and then select “Service Request - Tech Service Ticketing” from the “Single Click Access to…” channel.
8 User Interface Overview The Student, End User Interface, Home PageWhat Students can do in the End User InterfaceStudents 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.
9 User Interface Overview The Non-Technician Staff, End User Interface, Home PageWhat Non-Technician Staff can do in the End User InterfaceNon-Techs can view and create both service requests and software requests.Non-Techs can respond to requests for information concerning tickets created for them.
10 User Interface Overview The Tech Staff/Student Workers, Tech Staff Interface, Home PageWhat Tech Staff/Student Workers can do in theTech Staff InterfaceTechs 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.
11 User Interface Overview The Tech Staff/Student Workers, Tech Staff Interface, HighlightsMinimize ItemsOn-Line HelpQuick and Complex SearchingLogout of SRSInbox MenuCustomize Table ViewClick on a date to view entries and/or create new calendar eventsConfigure ItemsClick on link to quickly open the last record you editedRestore Items
12 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>.
13 User Interface Overview The Tech Staff/Student Workers, Tech Staff Interface, Ticket OverviewTime Log, Background Info and Closing Info TabsRequired FieldsDependant Choice FieldsUpon 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.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.
14 Demonstration of the basic functions of ticket creation/modification. SRS in ActionDemonstration of the basic functions ofticket creation/modification.
15 Sorting RecordsThe 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.
16 Searching - OverviewFull 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 changedCan search for records that ever met the search criteria (historical search)Can display search context in resultsQuick search box enables fast findingSaved searches available from drop-down for repetitive workInbox takes technicians to assigned issuesAll searches can be used in login hyperlink to go directly to a filtered view of the systemSearch lookup can be added to any field to enable searching and importing of other records while editing a record
17 Search BlockEnter 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 recordsMore options allows string searching and other optionsInbox filters to assigned itemsShow All removes any filtersRefine narrows already executed search by new criteriaContext shows context with search resultsActive only (defined in More Options) filters to what you designate as “active” records for the selected table
18 Complex SearchesA 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:SimpleTimeCalendarAdvancedIf 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.
19 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 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.
20 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