NMR IT TICKET HANDLING PROCESS Web view · 2016-03-08The Ticketing Process will be handled via the Zendesk System. The Ticket. The Ticket can be submitted by two methods currently:

NMR IT TICKET HANDLING PROCESS

National Milk Records PLC


User Guide.

ContentsNMR IT Ticket Handling Process – The User Guide________________________________A-3

Overview______________________________________________________________________A-3

The Ticket_____________________________________________________________________A-3

Submitting a Ticket via eMail______________________________________________________A-3The eMail Template___________________________________________________________________A-3

Submitting a Ticket via the Web Portal______________________________________________A-5

Ticket Acknowledgements________________________________________________________A-8

Ticket Status___________________________________________________________________A-8

Appendix A. Email Template______________________________________________A-10


NMR IT Ticket Handling Process – The User GuideOverviewThis document shows the different methods of logging an IT Ticket and looking at its current status.

It is sometimes a very difficult task to work out whom to ask for help when something goes wrong with computer systems or if you have a question that is IT related. The new IT Ticketing System will address this as there will be just one hub that will service all of IT. If you are not sure who should handle you question or issue it does not matter as IT personnel will direct your ticket to the appropriate IT Department. Of course, that does mean that you must provide as much information as possible to assist in the routing process.

The Ticketing Process will be handled via the Zendesk System.

The TicketThe Ticket can be submitted by two methods currently:

eMail Web Portal

Submitting a Ticket via eMailLogging a Ticket using eMail is very simple as all tickets go to the same email address and you don’t need to remember what email address is responsible for what type of issue/question.

In order for your ticket to be handled efficiently, however, you must ensure these 3 simple points are applied:

Send to [email protected] Use the Template (Explained just below) Give as much information as possible, including screen grabs or copy/paste the error

message(s).

The eMail TemplateThis template is a guide on what information to provide and is in a format that allows IT to process your ticket efficiently. Please follow the guide as this will allow your ticket to be processed quickly and will not delay other tickets.

Refer to Appendix A for a quick guide on how to set it up, or read on for a more detailed description...

Let’s take the example: A new service is being launched and vets have to submit requests via email to be processed. You need a new email address to be setup to handle this. It’s early days so it isn’t needed straight away but neither is it something that you want to be waiting weeks for. You’ve decided you want the email address to be [email protected] and you want 3 members of staff to have access to it.

You send the following email to have the ticket raised:


mailto:[email protected]

To: [email protected]: New eMail Address Request: [email protected]: Please could you setup a new email address for use in the office. Details are:Address: [email protected] Permissions to the following office staff:

Fred Flintstone Barney Rubble Bam Bam Rubble

Thanks very much.

[PRIORITY-NORMAL] Processed within 5 working days[PC-Laptop-VPN-Network-Printer-Folder Permission-Windows Login-eMail-Fileserver]

Regards,

Marty PantsExecutive Problem LoggerDD: (01249) 000000Mob: 07970 000000

It’s a simple email. The only 2 lines that may cause raised eyebrows are the ones containing the square brackets, just below the “Thanks very much”. These are set pieces of text which the system will use to route and prioritise your ticket. You don’t have to remember these as they are all in the template. You just need to remove all the parts of the template that don’t apply to your needs. The [PRIORITY-NORMAL] will set your ticket to NORMAL, which will be processed with 5 working days.

The other line contains an element that best matches your requirements of this ticket and that is eMail, towards the end of the line of text. This line will route the ticket to the IT Department responsible for setting up email accounts.

If you need to send a screen grab or some other document, simply attach it to the email.

If you want others to be aware of your issue and to be kept updated on progress simply add them as a CC.

Let’s look at the template and what it requires of you.

Send to: [email protected] There is ONLY this email address, so no need to have to remember lots of different ones. The name says it all: ITSupport.

CC: Add in any email addresses for individuals or groups that you want to be ‘kept in the loop’. You may not want anyone else included, but it is an option, if required.These individuals, or groups, will receive emails for every comment that is added to your ticket.

Subject: A summary of your question/issue.Keep it short but make it clear what your ticket is about.




eMail Body: This will be the 1st comment on your ticket. It needs to fully explain your question or issue and should be constructed using the following template.

Don’t panic! This looks more complicated than it really is. You insert the following text into the body of your email and then remove the parts you don’t need. The easiest method is to set up a signature and that is all explained in Appendix A to this document.

The template text is mostly defining what each part means and is a pointer to what you should be including. Most of the template you will delete as you saw in the example above and you will be left with just 2 lines from all the text below:

Give FULL details of your question/issue, with error messages, if appropriate:

What Priority? Please choose carefully – not everything is URGENT! Delete all but the line that contains your priority:

[PRIORITY-LOW] Nice to have but no real deadline[PRIORITY-NORMAL] Processed within 5 working days [PRIORITY-HIGH] Processed within 1 working day[PRIORITY-URGENT] Processed within 1 hour (Full justification required for this selection)

The information below identifies which part of IT will handle your request. Delete inappropriate lines to leave just one line that best serves your request:

[PC-Laptop-VPN-Network-Printer-Folder Permission-Windows Login-eMail-Fileserver][PHOENIX-HAMSTA-NML-iML][THOR-Essential Sampling-Finance-HerdCompanion-CRM-Inweb]

The green area is the main body of your request: what it is that you want. Give as much detail as possible.

The What Priority section (blue area) should all be removed EXCEPT for the line that contains the priority of your ticket. Remember to justify why you think the ticket is a HIGH priority or above.

The next section (orange area) is used to route your ticket to the most appropriate IT Department. You simply leave the line that most accurately covers your request. Look for the keyword that best suits and leave that line: delete all the others.

Please give telephone numbers, etc as IT staff may need to contact you for further information etc.

Submitting a Ticket via the Web PortalAnother method for submitting a Ticket is via the Web Portal. This can be done on a PC, Laptop or a Smartphone that has Internet Access.

In the address bar on your Internet Browser put the following address: nmrgroup.zendesk.com

You will be asked to login. Just use your same login and password that you use to login on your PC or Laptop. If you encounter problems check what is being asked for. If a domain is requested, enter NMR1. If you still encounter problems use your email address, instead of your login ID, normally this will be your login with @nmr.co.uk added to it, but it could also be @nationalmilklabs.co.uk.


You should be logged in to the system and see the following, where you can choose to Submit a Request:

Clicking on the circled Tab will show the following screen:

If we use the same example as defined in the email submission above these page would be filled in as follows:


Just click the circled Submit button and the Ticket would be logged on the Zendesk System.

Please note, that the Web Portal does NOT allow you to include CC’s. If you require these, please specify in the Description Box and IT staff will add them for you (or use the email method).

The CRM Note No field is left blank as it is not appropriate for this ticket. If needed, just enter the Note Number.

Attachments can be added to the Ticket (screen grabs, Word Documents, Spreadsheets etc) by clicking the Attach File> link in the bottom left corner of the page. Please be aware of file sizes, however, as sending large files may not be appropriate.


Ticket AcknowledgementsOnce you have submitted your ticket you will receive an automatic email acknowledgement. This indicates that Zendesk has processed the ticket and it is in the system. The email will have the following text, or similar depending on ticket number etc, at the top:

## In replies all text above this line is added to the ticket ##

Your request (#27363) has been received, and successfully logged. A Support Agent will review your ticket shortly and you will receive another notification when this has been done.

To review the status of the request and add additional comments, follow the link below:http://nmrgroup.zendesk.com/agent/tickets/27363

It will then have the content of the message you sent originally.

Your Ticket Status at this point is New. A full description of Ticket Status Values is defined in the next section below.

Of course, this doesn’t mean that a real person has looked at it so you will also receive another notification, normally within 30 minutes advising you that your ticket has been viewed and allocated to a resource. This message may be as follows:

Thank you for your ticket. It has been reviewed and placed in an appropriate processing queue.

THIS IS NOT AN AUTOMATED RESPONSE.

This ticket will be processed as soon as possible.

This response can only be generated by an Agent, so they have looked at your ticket and put it into a processing queue. The Ticket Status now changes to Open. The ticket may still be unassigned as an Agent will only take control of a ticket when they are working on it. Unassigned tickets are not being ignored, but are available for any agent to pick up and work on. Tickets are placed in appropriate Groups within Zendesk which are akin to trays on a desk: In, Pending etc.

Replying to TicketsTo add an update, or comment, to a ticket you just need to reply to any email you receive from Zendesk and your reply will be added to the ticket that the email refers to. It will also email your comment to those who are CCs on your ticket.

In some cases, a ticket you raised may have been solved and the problem re-occurs. In that instance you can reply to the email that advised your issue was resolved. If the ticket was solved less than 4 days ago, the ticket will be re-opened. If longer than 4 days, a new ticket will be raise as a ‘follow-up’ to your original ticket.

NOTE: It stands to reason that a follow-up ticket should be for the same reason. Please do NOT use old, unrelated, tickets to log new ones: New tickets should be setup with a fresh email, using the template or logging directly onto the web portal.

Ticket StatusA Ticket will always have a status and will be one of the following 5:

New: This indicates that the ticket is in the system but has not yet been allocated for action. A ticket should not be left in this status for longer than 30 minutes during normal working


http://nmrgroup.zendesk.com/agent/tickets/27363

https://nmrgroup.zendesk.com/agent/tickets/27363

hours (some exceptions may apply during lunch hours, team meetings or when a major IT incident is being investigated)

Open: This indicates that the ticket has been evaluated and allocated to a department or assigned to an individual. This ticket will be where work is actively being done (it will be assigned to an individual) or it is in a queuing system awaiting IT action (it may be unassigned, awaiting selection). A comment will be on the ticket advising it has been allocated to a queue or may give more detailed info on what will be done and when it is expected to be completed.

Pending: This indicates that work on this ticket is not currently active and that the Requester (the person who logged the Ticket) has responsibility for more information. No further work can be carried out by IT until this information has been provided.

On-Hold: This shows that IT is waiting on a Third Party (ie. Not the Requester or a member of IT) and nothing further can be done until a response is received.

Solved: When work is completed on a ticket the agent will set its status to Solved to indicate that all work on the ticket has been completed. The originator has the option to query this status if they do not believe all actions have been satisfactorily concluded. After 4 days with no further updates the ticket will change to being “Closed”.

Closed: This status cannot be set by an Agent. This status is automatically applied to a ticket a set number of days after it has been deemed Solved (currently set to 4 days). Once closed a ticket cannot be re-opened, but another follow-on ticket can be opened, if necessary.


Appendix A. Email TemplateThe email template is:

Send to: [email protected]

Subject: Summary of what your Question/Issue is

------------ COPY/PASTE BELOW SECTION INTO EMAIL BODY -----------------------

Give FULL details of your question/issue, with error messages, if appropriate:

What Priority? Please choose carefully – not everything is URGENT! Delete all but the line that contains your priority:

[PRIORITY-LOW] Nice to have but no real deadline[PRIORITY-NORMAL] Processed within 5 working days [PRIORITY-HIGH] Processed within 1 working day[PRIORITY-URGENT] Processed within 1 hour (Full justification required for this selection)

The information below identifies which part of IT will handle your request. Delete inappropriate lines to leave just one line that best serves your request:

[PC-Laptop-VPN-Network-Printer-Folder Permission-Windows Login-eMail-Fileserver][PHOENIX-HAMSTA-NML-iML][THOR-Essential Sampling-Finance-HerdCompanion-CRM-Inweb]

----------- COPY/PASTE ABOVE SECTION INTO EMAIL BODY -------------------

Using this template an email could be sent as follows:

To: [email protected]: INWEB not AvailableBody: Unable to connect to INWEB: Following error message displayed:This page can’t be displayed

Make sure the web address http://inweb is correct. Look for the page with your search engine. Refresh the page in a few minutes.

Please could you investigate

User NameContact Telephone Number.

[PRIORITY-URGENT] Processed within 1 hour (Full justification required for this selection)[THOR-Essential Sampling-Finance-HerdCompanion-CRM-Inweb]

This would set the Priority to URGENT (justifiable as a complete system is down) and also assign it directly to Ops Support.




By far the easiest method for simple access to this template is to turn it into a signature. You can then create a new mail message using the signature and then edit the text to suit your needs.

First Create the Signature.

There are various methods but you can do this via the tools....Options.... selection

and then select the Mail Format Tab, followed by the Signatures button:

In the window that opens select New and then enter the name for your signature: IT Ticket, for example:


Click OK and then COPY/PASTE the Template Text (from above) into the Signature Box (arrowed):

Then Click OK (Circled above) and then ‘OK’ the Options Window which should still be open.

Now you just need to create a New Mail Message and then use your new signature to populate it with the template:

Select Insert....

Then the downward pointing triangle

... and then the IT Ticket Signature that you created above.

This will then populate the body of your new email with the template information for you to use.....

Now you just have to complete the relevant parts of the Mail Message and remove the lines that are not necessary. All the details on how to complete this are detailed in the main part of this document (Video also available).

TIP: Make up a few signatures to suit your needs. One signature that has all the options, as shown to the left.

Have another signature that contains the most common ticket that you raise. Then you don’t need to delete any lines: you just have to type in what your question or issue is.
