INCIDENT MANAGEMENT(SERVICE REQUESTS)

WebDesk Training

Logging into WebDesk

WebDesk URLs:

UFAD - https://helpdeskuf.shands.ufl.edu/ServiceDesk.WebAccess.UF/wd/Logon/Logon.rails

Jax - https://helpdeskjax.shands.ufl.edu/ServiceDesk.WebAccess.Jax/wd/Logon/Logon.rails

Shands - https://helpdesk.shands.ufl.edu/ServiceDesk.WebAccess.Shands/wd/Logon/Logon.rails

Main Dashboard

Key:A = Login InfoB = Home ButtonC = Search BoxD = Log offE = Switch to Self ServiceF = Shortcut GroupsG = ShortcutsH = Dashboard

H1 = Incidents Assigned to GroupH2 = Incidents Assigned to Analyst

AB

C

D E

F

GH1

H2

Incident Window

Save and Close vs. SaveBoth will create the request, but Save and Close will close the window immediately and you won’t see your Request Number.

User DetailsInformation imported AD for the user selected.

Work LocationAdditional information used to help Analysts assist/contact the customer. Also used for some reporting.

*Note*Pink fields are mandatory. You will not be able to save the request until all mandatory fields are filled in.

Incident Window (continued)

Incident DetailsTemplates – Available templates that will prepopulate the Summary and Details fields.

Summary – Brief description of the request.

Details – Full description of the request. This field is locked once the request is saved.

Category – Used for reporting. (not required until resolution)

Source – Email, Self Service, or Phone

Response Level – Now, Next, Routine, Project, Enhancement, and Time Available

Route to - Initial Group the request should be routed to. If left blank the request will be routed to the Triage queue.

Asset – List of devices associated with the customer of the request. Can be used for Remote Control and viewing Inventory of the device.

Show All Assets – Used to bypass the asset filter to show all devices in LANDesk

Go Live Incident – Identifies requests associated with Go Lives

Outage – Identifies requests associated with an Outage

Incident Window (continued)

Current Assignment DetailsShows the Group and/or Analyst the request is currently assigned to.

Status InfoShows how long until the request’s SLA has been breached, the date the request was created, who created the request, when it was last updated, and who last updated it.

Tabs at the bottomShows related queries tied to the request.Can be used to view notes, assignments, attachments, etc…

Incident Window (continued)

ActionsMandatory Actions : (Actions above the small grey line)

Acknowledge – Assigned the request to the current analyst and puts the request In Progress

With 3rd Party – Stops the clock and places the request on hold because something is needed from a 3rd party to complete the request. Could be scheduling a vendor visit, ordering new hardware, etc…

Back from 3rd Party – Puts the request back In Progress.

Back from Customer - Puts the request back In Progress.

With Customer – Stops the clock and places the request on hold because something is needed from the customer to complete the request. Could be scheduling time with the customer, need additional info of the problem, access to the devices, etc…

Resolve – Resolves the request

Resolve vs. Close Requests will stay in the Resolved state for 5 days to give the customer or analyst time to un-resolve the request. After the 5th day, the request will automatically be closed.

Incident Window (continued)

ActionsOptional Actions : (Actions below the small grey line)

Add Attachment – Used to add attachments to the request. Limit of 4Mb file size.

Add Note – Used to add notes to the request. Main action to “document” work done in the request.

Assign To – Used to assign the request to another group or analyst. If a request is assigned to a group, but not an analyst, the whole team will get an email and the on-call may be paged depending on the Respnse Level of the request.If a request is assigned to an analyst directly, only that analyst will receive an email and/or page depending on the Response Level of the request.

Assign to Self – Assigns the request to the current analyst. Bypasses notifications.

MisRoute Request– Used to identify a request that was misrouted. Allows you to assign it to the correct group if you know who that is.

Modify Incident Description – Allows you to modify the Details of the request if needed.

Incident Window (continued)

HistoryShows an audit trail of the request. Tabs at the bottom of the window are more convenient and easier to use.

Tabs at the bottom of the windowThese tabs allow you to see actions completed or related queries. Easier to navigate than the History section.

PrintingClick the sheet of paper in the upper right corner to open or save a PDF report of this incident. You can then print the PDF.

Note Action

ActionSelect the action taken for this particular note. You can add as many notes as needed to any request until it has been closed.

Hours/MinutesCan be used to document how much time was spent for this particular note.

DetailsDetails of this particular note.

Notify CustomerWill send an email to the customer with the details of the note in the body of the email. Can be used to send messages to the customer. See Tips and Tricks for a better way to document communication with customers.

Remote Support UsedIdentifies Remote Control was used for this action.

Assign To Action

GroupSelect the group you want to assign the request to. (Mandatory field)

AnalystSelect the analyst you want to assign the request to.(Optional field)

DetailsBrief explanation of why you are assigning this request to this group and/or analyst.

Oncall URL:Will display a link to the on-call viewer for the group selected.

MisRoute Action

MisRoute DetailsBrief explanation of why you feel this request was misrouted and who you feel it should have been assigned to.

GroupSelect the group you want to assign the request to. (Mandatory field)

UserSelect the analyst you want to assign the request to.(Optional field)

Resolution

CategoryUsed to identify the type of request this was.(Mandatory field)

DetailsDetails of the Resolution. Don’t need to put every step taken, but any needed or relevant steps should be listed. What was the actual “fix” for the request?

ArticleUsed to reference the article used to help resolve this request if one was used. Suggested to create a new article after resolution while the information is fresh to help with future similar issues.

Searching for Information

Select the Queries shortcut group.

Select the query you want to use. Some queries will prompt for search criteria, other have the criteria pre-selected.

Incident Search is a powerful query that will allow you to search for many fields. The query will update every time a new field is entered.

Additional options in the small white triangle in the corner allow you to:

Hide the query filtersPrevent launchInsert additional filtersExport the query results to .csv

Search box at the top of the screen will allow you to do a Knowledge Search of the Knowledge Management system. This will search all Incidents, Changes, and Knowledge Articles.

Tips and Tricks

Email added to Notes Include support@shands.ufl.edu in the To or CC fields. Subject must “contain” Update: XXXXXX

Subject Example – Update: Service Request XXXXX The email will be added to the service request as a note.

Spell Check – Most fields have spell check turned on. Works the same as Office spell check. Uses an US English dictionary although you may find some UK words occasionally.

Templates – There are two types of templates. Template dropdown in the service request form. Only auto-fills the Summary and

Details fields. Templates located in Shortcut groups. These templates can auto-fill all fields in the

service request form. More robust then the template dropdown list.

Q & A

Send comments about the instruction/instructor(s) to Lewis Drageset, dragel@shands.ufl.edu

Email our team: Joe Schentrup – jschen@ufl.edu Mark Sheridan – sherim@shands.ufl.edu

Trouble with access – submit a Service Request, assign to Identity and Access Management

Trouble with use – submit a Service Request, assign to Client/Server Integration