Why are we doing this?

Based on extensive experience with common issues and requests, there were many repetitive steps required, and many unnecessary follow up phone calls and emails needed to get a ticket generated in the CRIS system for action. This process was a strong candidate for automation. The PAS Service Request application is a Lotus Notes/Email based application, which offers the same features available in a regular email, but with more intelligence and automated features. By following the seven steps in sequence, noth-ing will be left out that might require follow up questions, or phone calls. The request can be turned into a CRIS ticket in seconds, and can be tracked on an admin “queue” screen. We expect the following advantages:

More transparency

Better response

Faster turnaround time

Less composition by users

Reduced root cause analysis time

Users will know the exact information ex-pected of them

Reduced time needed for follow ups

Fewer phone calls for added information

Copy and paste feature still available

Pre-population of routine information

Easy to navigate, user friendly application

Easier to maintain and scalable.

Production Support Team

Service Desk Production Support

q Ed Alston

q Doug Kreytak

q Maria Munoz

q Cristina Perez

q Jigar Patel

q Sreelaxmi Palvancha

Leon Rabin

PAS Service Request

PAS Request FormAutomated Reporting of Issues

and Submission of Requests

A Quick Reference

for

Submitting Service

Requests

The PAS Service Request is a quick and automated way of requesting a service

or reporting an issue to the PAS Service Desk. Follow the easy steps!

The PAS Request Form Process 1-Launch the request application

Click the icon on your desktop PAS Service Request

2-Who is the request for?

If it is for you, your GLIC ID and your Com-puter Name will already be filled in.

If it is for another, look up the person in the Notes Guardian Address Book.

3-Where are you located?

Select from the drop down list. If you have al-ready entered your phone number in the Notes address book, and you selected HO, it will be populated when you make that selec-tion. If it does not appear, or if you are not working at your office, you may type in the phone number where you can be reached.

4-What is your Case Type?

What’s on your mind today? (Select from the drop down list-report an issue, request ac-cess, or request a service.)

5-Select hardware/software/access specifics

Using drop down lists, select hardware com-ponent, licensed software, or PAS application

6-Type details of request in box

Enter the specific details of your request or issue in the box. Space is also provided to paste a screen shot or attach a file using the Browse button.

7-Click “Submit”

The BTS PAS service desk will receive the request, and the Technician will accept the service/issue request, and will create the ap-propriate ticket in the CRIS ticket.

An email will notify you of the submission.

1 PAS Service Request

2

3

4

5

6

7