1. Ticketing essentials for Technicians at the University of Oregon
UO Service Portal training
Sean, Ben, Meni & Patrick

2. Agenda UO Service Portal interfaces, environments and definitions Demo
In class activity
Review

3. Objectives By the end of this class, you will be able to…
Log in to UO Service Portal and open the ticketing application
Create a ticket
Find tickets
Update a ticket
Set the ticket as “on hold” when waiting on information from the requestor
Reassign the ticket
Close the ticket

4. What’s not covered “Advanced” ticketing: Bomgar
Service level agreements
Surveys
Department specific workflows

5. Interfaces and Environments

6. UO Service Portal Environments
Sandbox:
Production: 

7. Side note about the sandbox
Sandbox is refreshed regularly from production on the 1st Sunday of every quarter

8. UO Service Portal interfaces: Today - Green
TDNext: For technichians
TDNext is a responsive website
TDClient: For end users, clients or customers who are requesting support

9. Common steps in working on a ticket

10. “Classification” in UO Service Portal
Description
Incident
Break-fix issues
Service request
Request for common service
Release
Used as a parent ticket where you are needing to group up many service requests*
*only use release when you need multiple requestors and multiple sets of tasks on individual tickets

11. “Status” in UO Service Portal
Status Class
New
In Process
Waiting for Customer
On Hold
Scheduled
On Hold *On Hold will pause any active SLA
Closed
Completed
Cancelled

12. Ticket creation: common fields
Description
Source
Where did this ticket come from?
Requestor
Who is this ticket for?
Acct/Dept
Requestor’s department
Service
Services are things that can be ordered by users.
Type
Ticket types help identify what the issue is for reporting.
Responsible
Who will own this ticket.
Title
Short description of issue
Longer description of issue, ideally with steps to repeat
Location
Where is this issue located?
Impact
How many people are affected? How widespread is this issue? (Only used for service outages)
Urgency
How severe is the issue to those affected?
Priority
Calculated by impact and urgency
Due Date
When should this ticket be completed?

13. Creating a Ticket

14. Ticket creation Go to TDNext (https://service.uoregon.edu/sandbox)
Click on the "waffle" (upper left hand side)
Go to “Tickets” application
Click “New Service Request”
Choose requestor
Look up by Duck ID
Choose form
Populate fields
Save

15. Updating a Ticket

16. Ticket updates 1. Select the ticket Usually: Actions > Update
Comments & response templates
Public vs. private updates
Attributes to update
Notify to the update
Feed updates and notifications include all changed data
Tickets update every 5 mins.  You have to refresh.  There is no auto-refresh

17. Response Templates
Used as a script for commonly requested issues that usually need clarification
Helps provide consistent formatting of s  
Similar to templates in RT 

18. Update vs Comment
Update- opens full ticket for updating multiple fields
Comment – Adding a quick comment + notification option

19. Assigning Tasks Open ticket Select "Task/Activities"
Select "+Add" and then select "Task"
Fill out the fields and select "Save"

20. Find Tasks Assigned to You
Select "Tickets"
On left hand side select "Assigned to me"
You will see tasks assigned to you listed
Work the task assigned
Complete the task

21. Follow up with user Use “On Hold” status Set “Goes Off Hold” date
Notify user

22. Ticket escalation/ reassignment
Use Actions > Reassign

23. Closing a Ticket

24. Ticket closure
Use “Closed”
Notify user

25. Closed tickets may reopen
Tickets may reopen if requestors comment on them with in 10 days of the tech closing the ticket
If a customer responds to a ticket after 10 days, the information from original ticket is cloned to a new ticket

26. Finding Tickets

27. Finding tickets with searches
Go to TDNext
Go to “Tickets” application
Click on “Tickets” on the left
Click on the green funnel on the upper right hand side
Populate fields and click "Apply"

28. Other ways to find tickets
Service Request ID (Ticket ID)
Sending the link to another technician

29. Support for UO Service Portal
Service.uoregon.edu
Services
Request help with the UO Service Portal
UO Service Portal

30. Review

31. Agenda review UO Service Portal interfaces and environments
Common steps in working a ticket
Creating a ticket
Finding tickets
Updating a ticket
Closing a ticket
Review

32. Objectives recap By the end of this class, you will be able to…
Log in to UO Service Portal and open the ticketing application
Create a ticket
Find tickets
Update a ticket
Set the ticket as “on hold” when waiting on information from the requestor
Reassign the ticket
Close the ticket

33. tHank You!