Professional Documents
Culture Documents
Table of Contents
Logging into SCCD................................................................................................................................................................ 0 Start Center ........................................................................................................................................................................... 3 Quick Insert Portlet ............................................................................................................................................................ 4 Favourite Applications Portlet ............................................................................................................................................ 5 Report Lists Portlet ............................................................................................................................................................ 6 Bulletin Board Portlet ......................................................................................................................................................... 7 Inbox/Assignments ............................................................................................................................................................ 8 My Work Portlet ................................................................................................................................................................. 9 Updating your Start Center .............................................................................................................................................. 11 Creating People/Contacts ................................................................................................................................................... 13 Creating Customers ............................................................................................................................................................ 18 Creating a New Customer Record ............................................................................................................................... 21 Completing Customer record ....................................................................................................................................... 22 Service Request (SR).......................................................................................................................................................... 53 Service Request Application Tabs ................................................................................................................................... 54 Searching Service Request List Tabs .......................................................................................................................... 55 Creating a New Service Request ..................................................................................................................................... 58 Updating SR Fields ...................................................................................................................................................... 59 Automated Workflows ......................................................................................................................................................... 94 Sorting & Searching .......................................................................................................................................................... 133 Sort & Searching Applications .................................................................................................................................... 135 Incidents ............................................................................................................................................................................ 145 Creating an Incident....................................................................................................................................................... 145 Updating an Incident ...................................................................................................................................................... 152 Working an Incident ................................................................................................................................................... 153 Updating Priority......................................................................................................................................................... 153 Updating status of the incident ................................................................................................................................... 156 Resolving an Incident ................................................................................................................................................. 159
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Smart Cloud Control Desk (SCCD) Service Desk User Guide Mis-assigned Incidents .................................................................................................................................................. 161 Global Issues .................................................................................................................................................................... 173 Adding & Viewing Attachments ......................................................................................................................................... 180
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Enter password
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Start Center
Upon login you will be directed to the SCCD "Start Centre" / home page You may also locate the start centre icon on your top tool bar. Clicking on this icon will redirect you to your start centre or refresh the page. Your start center is divided into PORTLETS 1. Quick Insert 2. Favourites Application 3. Bulletin Board
4. Inbox/Assignments
5. My Work
6. My Group Work
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Your favourite applications portlet: 1. Service Requests - used for creating customer facing TSRM tickets both internal and external customers 2. Incidents - used to track issues that require escalation 3. Work Order Tracking - used in conjunction with automated workflows, workorders are created to manage work routed to other groups 4. Activities and Tasks - subset of a workorder, workorders will have a series of tasks/job plans 5. Problems - used for incidents that have been diagnosed or the root cause has been established Page 5
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Your Bulletin Board reflects announcements from your system adminitrators These may include: 1. Scheduled maintenance 2. Global issues
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Inbox/Assignments
Assignments from tickets show up in your inbox/assignments portlet
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My Work Portlet
Tickets that individuals are assigned to are reflected under the my work section
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My Group Work:
Tickets that the group you are a member of are assigned to are reflected under the my group work section
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Click the update start center icon to refresh and update your start centre.
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Upon clicking the update start center button the system will ask you to confirm if you would like to update your start center.
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Creating People/Contacts
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3. Save Record
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Creating Customers
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5. Customer Since is updated under two scenarios a. If this is a child to an existing parent record or relocation you have the option of updating customer start date. b. Once service has been RFS for new customers you can go back and update Customer Start Date Record which has to be a historic date.
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7. Add customer billing currency 7.1 Click on magnifying glass 7.2 Select the currency
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10. Update Customer Billing Address 10.1 To select country click on magnifying glass and select country from list
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11. Change Status to Active 11.1 Go To Select Action and click on drop down arrow 11.2 Select Change Status
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13. Updating Business Address If the business address is the same as the billing address you have the option to cope billing address into the business address. To do this go to: 13.1 Select Action 13.2 Click on "Copy to Business Address"
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16. Select contact from List 16.1 Click on the two brown chevrons to the right of Contact
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15.3 Search for related customer contacts 15.4 Click on underlined name
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15.5 Select customer type by clicking on magnifying glass and selected underlined text
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17. Attach supporting customer documents Supporting documents include but are not limited to: 1. Service Order Form (SOF) 2. Contract 3. Proposals and supporting network diagrams 4. Company registration documents/ID
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To Create a new service request: 1. Click on "Service Requests" icon under Favourite Applications portlet or 2. Click on "New Service Requests" icon under Quick Insert portlet.
1. List Tab - used for searching ***when searching by date used format mm/dd/yy 2. Service Request - shows details of a SR 3. Related Records - associated workorders and incidents may be found here 4. Solution Details 5. Log - work and communication log 6. Service Details Page 54
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Updating SR Fields
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Only fill out the fields where the names are in blue on the service request form. The fields with the * next to it are required for save
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First field we enter is source of ticket, by clicking on the magnifying glass a pop up window
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The Summary gives an overview of the reason for the service request.
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Classifications
Within SCCD Classifications are used to categorize the reason for a SR or Incident which facilitates routing of tickets to the right group responsible to work on it. To select from classification menu click on the two brown chevrons to the right of the "Classification Path" field
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To select a classification click on the blue box beside the classification path you would like to select N.B. Clicking on the text only highlights the classification it doesnot select it from the menu options
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System will update classification path field with the select classification The class description field is also updated with the extreme right class from the selected path
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Internal Priority autogenerates from impact and urgency, this is a read only field.
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Selecting a Site To select a site click on the magnifying class to the right of the site field
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When you select a customer the customer charge account will show up as well When you select a customer the asset site is automatically entered The "Asset site" and "Site" field should always be the same
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Once you take ownership the ticket owner section of the SR will populate with the user name of the person who has taken ownership of the SR
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Once someone takes ownership the SR will populate in their My Work list on their start centre and will be removed from the my group work list. The Assigned Group will be removed from the SR. Tickets are assigned to an individual or a group never both!!
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Changing Status of a SR
A status of queued means someone has taken ownership of the ticket
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Saving a SR
When you perform a save a message will pop up letting you know your record has been saved
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Automated Workflows
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Upon execution of an automated workflow you will received a pop up message with instructions to proceed. 5. After reading message select "Close"
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7.
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On the related records tabs you will see a new workorder created for this workflow
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To view workorder details click on the two chevrons to the right of the workorder number
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On the workorder application only update fields and tabs highlighted in blue
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The Plans tab tracks all the tasks on the workflow, duration/SLA, owners and owner groups
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To navigate through the workorder tasks use the left and right green arrows The workorder has a status and each individual task have a status The default status is "Waiting on Approval" (WAPPR)/ Queued
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Each task has an owner or owner group who is responsible to update the task Inorder for the owner to update or start working on their task the owner of task 1 will have to start the workorder
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Once the task status changes to In Progress the Workorder status also changes to In Progress. All other task remain as waiting on approval (WAPPR)/Queued this is because these task depend on completion of previous task. The owner of the SR may use the plans tab under the workorder application to monitor the progress of the request.
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2. Scroll down to the work reference information 3. Click on the two chevrons to the right of Reference WO #.
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4. Select Go To 5. Select Activities and Tasks Flow or Activities and Tasks CC This will take you to the activities and task application where you can update each individual task.
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Completing Activities
1. Make a note in the Log Change status to complete
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Updating Logs
All applications in TSRM have a Log There are two logs: 1. Work Log - stores updates from individuals working on the ticket 2. Communication Log - stores copy of automatic email notifications and responses
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1.4. Update Summary and Details sections 1.5. Click Save not Enter. If you click enter key it will create a blank row. The system does not allow you to delete log entries
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In the event there is the need to change that log entry you will have to create a new log entry
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Click return icon to take you back to your workorder When you use return to go from one application to another without going back to the start centre it requires you to update the transactional copy of the application as the update has only been made in the database.
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3. Click on magnifying Glass This will allow the system to refetch the ticket/update the workorder
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Once the status of task is updated to "complete" you will notice that the succeeding task has a change of status to "in progress" Once all task are completed change status of workorder to complete Owner of the Service Request will then change status of the service request to Resolved.
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Searching by Owner Group 1. Click on two chevrons to the right of owner group field
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List will filter to matching groups to select from 3. Select from list by clicking on the text 4. Press OK
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You can select multiple applications to search Eg. Searching for all SRs and Workorders created on a particular date 1. Enter reported date under reported date field 2. Select Class
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This will show all related SRs and workorders for the applications selected at the reported date entered.
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Workview also has advanced search option To view any of the available tickets you can click on the two chevrons to the right of the Record number and the ticket will open in the application determined by the Class eg Workorder vs SR.
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Incidents
All customer impacting issues starts with a service requests The exceptions are: 1. Incidents created by external systems such as networking monitoring applications 2. Issues detected internally before customer impact is determined
Creating an Incident
1. Create a SR (where applicable) N.B. You have the option to change the impact and urgency based on severity of the incident. 2. The owner of the SR should be the person who will manage the communication with the customer. This individual in some scenarios may not be the person who is working on resolving the incident.If that individual is the person who created the SR, Take ownership of the SR by clicking on the take ownership icon. 3. Click on Select Action drop down arrow
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All customer impacting issues starts with a service requests The exceptions are: 1. Incidents created by external systems such as networking monitoring applications 2. Issues detected internally before customer impact is determined Creating an Incident 1. Create a SR (where applicable) N.B. You have the option to change the impact and urgency based on severity of the incident. 2. The owner of the SR should be the person who will manage the communication with the customer. This individual in some scenarios may not be the person who is working on resolving the incident.If that individual is the person who created the SR, Take ownership of the SR by clicking on the take ownership icon. 3. Click on Select Action drop down arrow
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You will received a pop up message stating that Incident was created and status changed to queue.
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To view the Incident details 1. On the SR application select the Related Records tab
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Updating an Incident
The owner group of the Incident will get a notification that an incident has been assigned to them. The incident will also be reflected under the My Group Work section of their start center In scenarios where there is an Incident and a Service Request make all updates to the Incident not the Service Request.
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Working an Incident
1. Select Incident from My Group Work section by clicking on the incident# 2. Take ownership
Updating Priority
1. Click on magnifying glass to the right of the reported priority field 2. Take ownership of the incident
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A status of queued means that the no one has taken ownership of the incident.
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You can also update the status by clicking "Incident in progress" icon In progress means ticket has been acknowledged
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Resolving an Incident
1.Update solutions detail tab 2. Change status to resolve
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Once you change the status to resolve the SR status will also change to resolve After 5 days (120hrs) the incident will be automatically closed.
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Mis-assigned Incidents
In situations where incidents have been assigned to the incorrect group/person you have the option of: 1. Changing classification if the incorrect assignment is based on incorrect classification and you know the right classification OR 2. Change classification to "wrong classification" path
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3. If this is the right classification however incorrect owner group 3.1. If you know the correct group to assign it to you can 3.1.1. Make a note in the log 3.1.1.1. Click on log tab 3.1.1.2. Click on new row
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Pop up window defaults to person group tab. 3.1.2.2. Delete text from person group field 3.1.2.3. Click refresh
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This removes filter and shows all persons in TSRM. Names may be duplicated for individuals in multiple groups You are also able to see number of tickets each person has open
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3.2. If you do not know the correct group to assign it to you can 3.2.1. Assign to previous owner 3.2.1.1 Go Select Action
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Pop up window will depict status and ownership history of the ticket
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3.2.1.2 Click on select owner icon 3.2.1.3 Clear filter 3.2.1.4 Click refresh 3.2.1.4 Assign to last owner based on history
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Global Issues
A Global issues refers to an issues which impacts multiple customers Each customer impacted should have a related SR and a related Incident
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Each incident should be related to a Global Incident With a global issue once you resolve the global incident the system automatically resolves the related incidents and SRs. Creating a Global Issues Once a global issue is detected 1. Open the first incident created 2. Click on the checkbox to the right of the "is global issues?" field on the incident application for the related incident A global incident is now created.
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Once a global incident is created the bulletin board portlet on your start centre will be updated with details og the global issue. To relate tickets 3. Go to Select Action 4. Click on "Similar Tickets"
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To relate incidents/tickets to a global issue on the new incident record: 1. Click on two chevrons to the right of "related Global ID" field 2. Click on Select Value 3. Select Global issue from pop up list (you can search by name and select based on bulletin or ticket number. N.B. To relate incidents to a global issue do not check the box to the right of "is global issue" by doing that you will create another global issue incident.
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Shortcut to navigating through applications You can go from one application to another without going back to your start centre by using the breadcrumb trail at the bottom of the application At the top right hand corner click return to go to previous application.
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2. Select "Add new attachment" 3. Select "Add new file" to add a file
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4. Click on browse
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7. Press Ok
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You will notice that the text attachment is now underlined The icon also changes to a paper and a paper clip This indicates that this record has attachments
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To view attachment 1. Click on attachment Window pops up with list of attachments 3. Click on highlighted link below document to view attachment
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