UNIVERSITY OF ILLINOIS

Unicenter Service Desk

Training Instruction Manual
William Lassiter Ashlee Beal April 03, 2009

AITS
Administrative Information Technology Services

Unicenter Service Desk Training Instruction Manual

UNICENTER SERVICE DESK ................................................................................................................ 4

Application Comparison ..................................................................................................................................... 5 Service Desk and Keyword Search Tabs .............................................................................................................. 6 Welcome Banner ............................................................................................................................................... 6 The Scoreboard .................................................................................................................................................. 6

CREATE NEW TICKET AND CONTACTS .......................................................................................... 7

The Profile Browser............................................................................................................................................ 7 The Scratchpad .................................................................................................................................................10 New Tickets ......................................................................................................................................................11 Request / Incident Area Selection .....................................................................................................................11 Call Back Date/Time ..........................................................................................................................................13 SAVE SAVE SAVE!!!............................................................................................................................................14 Ticket Templates ...............................................................................................................................................14

CREATING CONTACTS ........................................................................................................................ 15

Adding Notification Information to Contacts .....................................................................................................15

SEARCHING FOR TICKETS................................................................................................................. 16

The Search Window ..........................................................................................................................................16

UPDATING TICKETS WITH ACTIVITIES ....................................................................................... 17

Updating Ticket Status ......................................................................................................................................18 Logging a Callback .............................................................................................................................................19 Logging Comments or Research in Tickets .........................................................................................................20 Logging a Solution .............................................................................................................................................20 Transferring a Ticket .........................................................................................................................................22 Escalating a Ticket .............................................................................................................................................23 Using Manual Notify (Email Out) .......................................................................................................................24 Attachments .....................................................................................................................................................25 Parent/Child Cases ............................................................................................................................................26

CLOSING TICKETS ................................................................................................................................ 26

Closing a Ticket .................................................................................................................................................26 Reopening Closed Requests...............................................................................................................................27

END USER SUPPORT WEBSITE ........................................................................................................ 27

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Unicenter Service Desk Training Instruction Manual

Introduction
Welcome to Unicenter Service Desk: Analyst Operations training by AITS. This course was specifically designed for customer service analysts. In your job, you are responsible for recording, managing, and resolving situations reported by end users to your service desk. This course will describe the basic principles of an Information Technology Infrastructure Library (ITIL)-based service desk environment and the features and capabilities of Unicenter Service Desk that support the ITIL processes. The Service Desk application is shared by multiple departments across the university. University Administration departments include: AITS, Decision Support, Human Resources, and the Office of Business and Financial Services. Other departments/campuses include: CITES (UIUC), OAR IT in Urbana, Facilities and Services IT in Urbana, UIS IT, and College of Pharmacy IT (UIC). Other departments may join us in the future. This course will impart all of the skills required to perform the job role of an analyst working with the Unicenter Service Desk product. As well as touch on how Unicenter Service Desk will be viewed by student, faculty and staff users as well. Course Length 3 hours with two 15 minute breaks Prerequisite Skills Familiarity with Clarify Familiarity with ITIL terminology Course Agenda Define Unicenter Service Desk Create New Requests and Contacts Search for Tickets Keyword Search (KWS) Update Tickets Email Resolve Requests After this course, you will be able to Define Unicenter Service Desk (USD) Define objects in ITIL Create, update, and Search for Tickets Resolve Requests, Incidents, and Change Orders

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Unicenter Service Desk Training Instruction Manual

Unicenter Service Desk

Unicenter Service Desk (USD) is a ticket tracking application that is suitable for use with or without the use of an ITIL protocol for the support of end-users. End-Users are defined as any user of the Unicenter Service Desk application. ITIL is the Information Technology Infrastructure Library which is a set of guidelines for use with information technology departments. Implementation of ITIL to your department is not necessary to use USD. AITS is implementing ITIL and will utilize as many guidelines as necessary to support their customers needs. ITIL objects include: Requests, Incidents, Problems, and Change Orders. These objects enable the recording, classification, escalation, tracking, resolving, and closing of issues in USD. Requests enable the Service Request, inquiry, or information-only style of user interaction. Requests may be inquiries or customer needs for daily functions at the University. Requests are primarily used by all departments that are not implementing ITIL guidelines. Requests also record any non-ITIL-based interaction with a user that the service desk is responsible for. All University departments not implementing ITIL will use Request objects for all their ticketing needs. Incidents deal with degradation or loss of service unbeknownst to an end-user. It may be easier to think of requests as objects/tickets whose contents pertain to a single persons need while an Incident is an object/ticket whose contents pertain to a larger range of customers or affect a community of users.

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Unicenter Service Desk Training Instruction Manual

Application Comparison CA USD

Scoreboard Announcements Ticket Request Incident Change Order Request/Incident Area Email (Manually Notify) VIP My Queue Group Parent Ticket Service Types/Events Status Contact Organization Access Type Log Callback Transfer Assign Log Comment Priority Report by Assignee Summary Description Profile Browser Keyword Search (KWS) Case Type Manually type known address Flash Alert WIPbins Queue Parent Case Business Rules/Actions Status Contact Site Role Log Commitment Dispatch Assign Log Note Priority Originator Owner Title Phone Note New>>Case Full Text Search (FTS)

Clarify CRM
Selection View Pane N/A Case

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Unicenter Service Desk Training Instruction Manual

Service Desk and Keyword Search Tabs

Aside from the menus and commands listed below, the Unicenter Service Desk menu bar also offers you a way to quick display/search the detail window of a specific record, for example a request, incident, change and so on. Choose the record type from the drop-down list and enter the record number or other identifying factor for record you wish to view in the adjacent field. Click Go and any corresponding record detail window will display. Clicking the Service Desk Tab will display the Scoreboard and list any available announcements. The Service Desk Tab will be the main tab used for most functions of Service Desk. The Keyword Search tab enables you to search for knowledge documents. Keyword Search is a search feature that is a standard component of Unicenter Service Desk. You can also access Keyword Search by selecting the Knowledge tab in a ticket detail window. Keyword Search automatically uses the text of the ticket description field to search the knowledge base for possible solutions and displays the results in the Knowledge Document List.

Welcome Banner
This banner appears above the menus in main windows and provides login and system information, as well as the following links: (Log Out) -- Logs out of the Service Desk web interface. (Close Window) -- Appears on most pop-up windows and allows you to quickly close the window. It does not save any data. Note: Some of the menus and commands listed below are only visible on certain windows or when certain Service Desk options are installed. In addition, if you have configured your database using Information Technology Infrastructure Library (ITIL) methodology, different commands appear on both the File and Search menus (see below).

The Scoreboard
The Scoreboard contains nodes. Nodes are counts of tickets and other records such as Incidents, Requests, Change Orders, Configuration Items, and Knowledge Documents. A count is provided at the end of the label for each node. For instance, if you have six active Incidents assigned to you, the count of My Incidents displays as (6). To refresh the counts that are currently displayed in the Scoreboard, click Update Counts. You can view a list of records displayed in the Scoreboard by selecting the node for those records. When the focus is on the scoreboard, you can use the up and down arrow keys to navigate through the selections. For folders, focus goes to the plus or minus sign to the left of the folder name. You can press Enter to open or close the folder, or press right arrow twice to display the graph context menu.

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Unicenter Service Desk Training Instruction Manual

Create New Ticket and Contacts

Tickets are created in two manners. New tickets are created using either the Browser. menu or the Profile

Clicking the link will open the menu for new tickets. Select a ticket type to create and the appropriate windows will appear. However, this avenue of creation is not ideal.

The Profile Browser

AITS recommends building all new tickets using the Profile Browser. All new tickets will be created using the Profile Browser in AITS. The Profile Browser provides a centralized area to view detailed information about the contacts and organizations that make up your enterprise. One way to display the Profile Browser is to click Profile Browser button on a request, incident, or change order detail window. You can also select >>Profile Browser from the Service Desk tab.

The Profile Browser is divided into three panes. The left pane displays target contact information as well as contact historical information. The right pane acts as a list area, displaying different types of data depending on your latest selection. The bottom pane shows the Scratchpad area, allowing you to add additional information to the record profiled.

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Unicenter Service Desk Training Instruction Manual

Enter contact name to search. It is ok, and recommended, that you enter only partial information to receive a list of available records that match your request. Use the scratchpad to fill in information if customer is in need of immediate assistance. Click Search. Once name is found, click on hypertext of full name to select contact as Profile.

Click Edit This Contact to edit the contact and replace information. REMEMBER that you must click Save after editing any contact record or your changes will not be saved.

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Unicenter Service Desk Training Instruction Manual

Click Recent Activity to see any recent activity that this user has performed. For example, if they have searched the knowledgebase, you may see information about what they searched and what they found. See example below.

Note that recent activity allows you to see what they searched on and what results they found or looked at.

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Unicenter Service Desk Training Instruction Manual

The Scratchpad
Users will likely begin to tell you their problems before you have a chance to look them up in the database. Feel free to add all information about the issue before you find the person and apply this information to the scratchpad. Some Analysts, especially, ITIL Analysts, may not know what type of ticket that the issue will become ahead of time (i.e. Request, Incident, etc.), so use of the scratchpad becomes critical for ticket definition.

Once you enter the information in the scratchpad and select a contact from the database, select a ticket type from the dropdown.

Click New to create a new ticket.

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Unicenter Service Desk Training Instruction Manual

New Tickets
As a requirement, all Requests and Incidents must have: Affected End user (is filled in automatically when using the Profile Browser method) Request Area Note: Tab key focuses on the next field. It initiates auto-fill for a lookup field. When pressed in the last field on a form, wraps back to the first. The Tab key bypasses hyperlinks and buttons (except on the login form).

Request / Incident Area Selection

Request / Incident Areas are similar in respects to Clarifys casetypes. However, Request / Incident Areas were created with end user access in mind rather than as reporting points. Students, Faculty, and Staff who log into the online user environment will be able to choose their appropriate Area based on their perception or knowledge of the problem. The list is built as a hierarchy. Each high level allows users to drill down to more appropriate areas based on their campus affiliation and role (Student, Faculty, etc.). Each area should have a description to allow users to make an informed decision about their problem and who should support it. As an Analysts can Right-Click on an Area in the hierarchy list and get additional information about the Area. All Areas will have a default group behind them where the ticket will be sent. As an Analyst, you will not use the entire list as there will be sections of the list that apply to you as an Employee (such as Payroll and Human Resources). Each Analyst will begin to use small sections of the list as they become acclimated to the list.

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Unicenter Service Desk Training Instruction Manual

The group will automatically be filled in based on the Request / Incident Area selected. Assignee is filled in as the person who is reporting it, in this case your training account. Description is filled in via the Scratchpad. Take the time to fill out a Summary. This field is what is used when looking at a list of tickets from searches or reports. Summary acts as a title to your ticket.

Note: Configuration Item, Change, and Root Cause fields are all part of an ITIL implementation and will be utilized on a department by department basis. Ask your local administrator for more information regarding these fields or feel free to review them in the Online Help portion of USD.

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Unicenter Service Desk Training Instruction Manual

Call Back Date/Time

The Call Back Date/Time is a quick way to provide a promise to the Affected End User that you will reconnect with them at a later date after performing an additional online function or providing research to their issue. Your call backs for the day will be tracked in your Scoreboard to allow you to review and reconnect with End Users in a timely manner. Click the dropdown and either select a preset time or choose Other from the list to open a calendar to select an appropriate date and time.

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Unicenter Service Desk Training Instruction Manual

SAVE SAVE SAVE!!!

At this point, you will save the ticket. IMPORTANT: you must ALWAYS SAVE your ticket each time you change information. Otherwise, you will lose any changes. No additional warnings of change or popups will alert you that you need to save. Additionally, if you want to make changes to an existing ticket, you click the Edit button to put the ticket into Edit Mode. Click Save again to re-save the edited ticket.

Ticket Templates
A Ticket Template is an existing ticket that has been saved as a template. Templates automatically enter preset information into fields in a ticket. Templates are the quickest method to use for common or frequent end-user situations such as user account lockouts or password resets. Note: See a local administrator for Templates, their creation and their use as most groups will not use this feature. Your trainer may demonstrate this feature as class time allows.

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Unicenter Service Desk Training Instruction Manual

Creating Contacts
Choose >>New Contact.

Note: Tab key focuses on the next field. It initiates auto-fill for a lookup field. When pressed in the last field on a form, wraps back to the first. The Tab key bypasses hyperlinks and buttons (except on the login form). Enter data in the appropriate fields on the window. At a minimum, you should enter: Last name, Contact type, Access Type, and Campus. The combination of Contact Type, Access Type, and Campus are critical for access. Add data using the various notebook pages in this window. Note: As an Analyst you will be able to create Customers Types such as Students and Employees, but you will not be able to create other Analysts. Important: This is OUR database. Each user should do their best to look up all customers. This database will be tied into Banner and its information. It is imperative that we search for all customers before attempting to create new ones. Only customers from outside the University (parents, vendors, etc.) will create any new records.

Adding Notification Information to Contacts

Select the Notification tab and enter contact information, such as telephone numbers and email address. Then, choose the method for use for sending notification messages to the contact at each notification level (Low, Normal, High, and Emergency). Select the Address notebook tab and enter additional contact location information, such as street, city, state, zip code, and country. Click the Save button to save your changes. You are returned to the read-only Contact Detail window.

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Unicenter Service Desk Training Instruction Manual

Searching for Tickets

Find an Existing Ticket from the display the drop-down list (see below): Menu. Open the Service Desk Tab, select the Search Menu to

All searches will follow the same basic pattern. Well use Requests to show the pattern. Click >> Requests from the list to display the Requests Search Window.

The Search Window

Fill in the field or fields that you want to use as a search argument. Use the tab key to move through the list. Click Search to display a list of matching results a list will appear. Click Show Filter to bring the filter back again. Click Clear Filter to start over on the same type of search.

Click the link for the record you would like displayed from the list.

Search
Percent % or underscore _ Search %a% Search %a Search a% Search _a_

Affect
Search for records without having to specify exact words or characters. Retrieve list of records with field containing "a" Retrieve list of records with field where text ends with "a" Retrieve list of records with field where text starts with "a" Retrieve list of records with field where text has string of three characters long with the middle character of "a" Page 16 of 27

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Unicenter Service Desk Training Instruction Manual

Updating Tickets with Activities

Tickets are updated using a variety of methods. Analysts utilize status updates, research, comments, solutions, and emails to update tickets. Click to view the list of available updates to a ticket.

Updates are performed inside or outside Edit Mode. You can update a ticket in Edit Mode with any of the methods below, but when you click Accept The following message will appear: . At this point, you must click Save on the ticket to complete the update. If you perform an update outside of Edit Mode the Accept button changes to a Save button to both save and accept the update. Additional Common Fields

Field Name
Time Spent

Use
Use this field to add accuracy or additional time to a task/update. hh:mm:ss format Check this to make the entry invisible to Faculty, Students, and Staff accounts (non-Analysts) Use this to back date or forward date an activity. Use this to add any pertinent additional information to an update.

Internal?

Date of Activity User Description

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Unicenter Service Desk Training Instruction Manual

Updating Ticket Status

With the exception of e-mail replies, status updates are not automatic as they were in Clarify. USD depends on Analysts to make decisions about the status of a ticket and update it accordingly. Many automated emails depend on an up-to-date status. For example, a ticket in a status of open that sits for too long may begin to send out emails to your group. An Analyst would then need to change the status to Assigned or Acknowledged to get these emails to stop. Realize that should you receive escalation emails, there is usually a defined reason for receiving them. To change your status click >>Update Status.

Use the Status Change Request window to change the status and add additional notes in the User Description field. Click to choose from a list or enter partial information and hit tab.

Note: It is also possible to change a status of a ticket when in Edit Mode. Just remove the information in the field, enter a partial status title (i.e. Ack) and hit the tab button. While this is sufficient it does not allow for additional information.

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Unicenter Service Desk Training Instruction Manual

Logging a Callback
Analyst can record the event of a callback to an end-user similar to the Phone Log of Clarify. To record this update use the >>Callback selection. Callbacks will show up in your scoreboard and

are visible to you and your group(s). To complete the Callback change the to the date the callback occurred, enter any additional time spent in hh:mm:ss and click Accept/Save.

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Unicenter Service Desk Training Instruction Manual

Logging Comments or Research in Tickets

From the Ticket Detail window, choose >>Log Comment or >>Research. Add information to the User Descriptions to either of these. They are used by definition within your department. Logging comments just logs comments to the case. Typically, Logging Research means you want to add the time that was spent finding out the answer.

Logging a Solution
Analysts are able to log solutions through using Knowledgebase Documents. Click tab. This will open up the Knowledge Search. The Keywords box is automatically populated with all the words that are currently in the Description in the ticket. Words can be modified in the keyword search as needed. There is also an option for Match Type where the analyst is able to select whether he or she would like to match any of the words or match all of the words.

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Unicenter Service Desk Training Instruction Manual

When satisfied with the Keyword Search, click the Search button. The search will return all relevant knowledgebase documents. The knowledgebase documents by default will sort by Relevance which will range from Excellent to Poor. The analyst will be able to choose a knowledgebase document to read by clicking on the title of the document.

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Unicenter Service Desk Training Instruction Manual

When the analyst finds a knowledgebase document that solves the tickets problem/issue, they will need to fill out the Solution Survey that is located to the right of all knowledgebase documents. If the document resolved the issue, the analyst will select Yes and then click Submit. This will log the knowledgebase document as a solution to the ticket. You will be able to view the solution on the tab.

NOTE: If the analyst is unable to find a knowledgebase document to fix the ticket, the analyst will need to work with the AITS Service Desk to get a document added to the knowledgebase.

Transferring a Ticket
Transferring a ticket is similar to dispatching a ticket in Clarify. There are two ways to transfer a ticket. To transfer a ticket, open a ticket in Edit Mode. Remove the group listed in the group box. Use the search link of the label of the box to search for a new group. Click the Save button to save the ticket.

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Unicenter Service Desk Training Instruction Manual

The Activity Tab will show a Transfer log to show that the activity occurred.

Additionally, you can transfer a ticket with more information when needed. Click >>Transfer. The Transfer Request window appears.

Search for a new group by clicking the New Group link. Click Save to finish the transfer.

Escalating a Ticket
You may need to escalate or transfer a ticket that has been outstanding for too long or demands an immediate response. The escalation or transfer is added to the Activities Tab at the bottom of the Ticket Detail window. Escalation involves reassigning a ticket to another analyst or group and/or increasing its priority. A ticket transfer immediately transfers a ticket to the individual or group specified.

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Unicenter Service Desk Training Instruction Manual

If you reassign a ticket, the new analyst or group is automatically notified, as are any others who should receive notification based on the notification rules that your system administrator set up. Click >>Escalate to open the Escalate Ticket Window

Change the Priority, Assignee or Group and click the Save button to complete the activity.

Using Manual Notify (Email Out)

It is possible to send emails from USD directly to end users or others for communication while solving a ticket. However, its not possible to send emails to any email address. All email communications from within USD must go to a known contact record. If a ticket has a contact of System Anonymous and the email address of the anonymous mailer is known, it is up to the Analyst to contact that email using an external email system, collect their contact information, and update the contact database with their information in order to provide them assistance.

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Unicenter Service Desk Training Instruction Manual >>Manual Notify. The Manual Notify for Ticket

To send a Manual Notification click window appears.

Notice that there are no recipients listed in the Recipients field. Click Add Recipient to bring up a search window. Enter search information for the contact you are looking for and click Search. A record appears in a left hand window. Click the >> button to move their name or any additional name to the right hand window and click the Ok button to add them to the Manual Notification or click Search to find additional contacts. The recipient will show up in the Recipients field. Click Notify to send the email to the end user. A successful Manual Notification will appear as Manual Notify in the Activity Tab. Note: The message is pre-formatted for your convenience with information from the ticket. Feel free to edit this information and add your note to the message. Do not change the variable at the end of the email (i.e. %REQUEST_ID=582). This is used to allow end users to reply to your email and is the only way that USD references the ticket that needs to be updated. Additionally, it is not possible to add an attachment to an out-going email; rather you would add an attachment to the ticket and allow the user to log online to gather the attachment. The URL to log online is part of the pre-formatted out-going email.

Attachments
Analysts and end users are able to add attachments to any existing ticket. Attachments must be no larger than 500 KB in size and only the following file extensions are allowed: doc, docx, xls, xlsx, txt, ppt, pptx, cfg, pdf, jpg, gif, png, bmp, tmp. Note: This is not an exhaustive list. If you know of additional extensions that need to be added contact the USD Application Administrator.

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Unicenter Service Desk Training Instruction Manual

Open a ticket. Click the Attachment Tab. Click Attach Document button. The Add File window appears.

Click Browse and locate the file. The Repository Name should remain as Service Desk. Enter a name in the Name field. Add a description in the Description field. Click the Upload button to attach the document.

Parent/Child Cases
To do a parent/child relationship, the ticket will need to be in Edit mode and click on the tab. From here, enter the Parent ticket number or use the search feature by clicking on the Parent link. Then, click Save.

Closing Tickets
Closing a Ticket
To close a ticket all that needs to occur is to set the ticket to an Inactive state. The only time the Inactive state is changed is when the status of a ticket is changed to Closed. View or Edit the ticket you want to close and select Update Status from the Activities menu. The Status Change Ticket window appears. Page 26 of 27

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Unicenter Service Desk Training Instruction Manual

Select Closed from the New Status drop-down list. Enter a User Description of the steps taken to resolve the request. Click Save. The Ticket Detail window appears. An activity of Type Close is added to the Activities Tab.

Reopening Closed Requests

On the Ticket Detail window select Update Status from the Activities menu. The Status Change Request window appears. Choose Open from the New Status drop-down list. To record the reason for reopening the ticket, enter a User Description. Click Save. The Request Detail window appears. An activity of Type Reopen is added to the Activities list, which you can view by clicking the Activities tab.

End User Support Website

End users have the ability to create and track tickets and search the knowledgebase using USDs support website.

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