Ticketing System Redesign User FAQ's
January 14, 2011 Launch
- WHAT PROMPTED THE REDESIGN OF THE TICKETING SYSTEM?
- WHAT IS THE SERVICE CATALOG?
- WHAT IS THE DIFFERENCE BETWEEN RESPONSE AND RESOLUTION TIMES? SERVICE REQUESTS AND INCIDENTS?
- WHAT CAN I DO IF I NEED TO HAVE MY ISSUE RESOLVED BEFORE THE STATED RESOLUTION TIME?
- WHY ARE THERE SHORTER RESPONSE AND RESOLUTION TIMES FOR INCIDENTS RATHER THAN SERVICE REQUESTS?
- WHAT ARE THE MOST IMPORTANT CHANGES TO THE TICKETING SYSTEM THAT I NEED TO KNOW WHEN ENTERING AND MANAGING MY TICKETS IN THE NEW SYSTEM?
- WHAT DO I DO ABOUT THE TICKETS THAT ARE STILL IN THE OLD SYSTEM?
- WILL I STILL BE ABLE TO USE E-MAIL TO OPEN AND UPDATE TICKETS?
- WHEN CAN I EXPECT EMAILS ABOUT MY TICKET?
- WHAT SHOULD I DO IF I CAN'T FIND THE CORRECT DROP DOWNS TO ENTER MY TICKET OR HAVE OTHER PROBLEMS WITH THE TICKETING SYSTEM?
- WHAT IS THE DIFFERENCE BETWEEN ADMINISTRATIVE APPLICATIONS AND ADMINISTRATIVE SYSTEMS?
1) WHAT PROMPTED THE REDESIGN OF THE TICKETING SYSTEM?
The ticketing system was redesigned to reflect the Service Catalog, the Service Level Objectives within the Service Catalog, to differentiate requests versus incidents and develop processes for each, to streamline and create a more efficient ticket workflow for customers and agents, and to adopt more ITIL best practices.
2) WHAT IS THE SERVICE CATALOG?
The Service Catalog is the list of services that ITS provides. The purpose of the Service Catalog and the updated ticketing system is to clarify the services that ITS provides from a customer perspective, to provide a complete list of services available, and to help set expectations for the delivery of these services.
We have included Service Level Objectives for response and resolution times per service request and incident reported. ITS will be use these objectives to analyze how well ITS is meeting the needs of the University, to align services better with the University's strategic initiatives and to analyze the work load on ITS teams.
You can view the Service Catalog at: https://www20.csueastbay.edu/its/service-catalog/index.html
3) WHAT IS THE DIFFERENCE BETWEEN RESPONSE AND RESOLUTION TIMES? SERVICE REQUESTS AND INCIDENTS?
Response Time is the maximum amount of time that should pass before you are contacted by the Agent that has been assigned to your ticket.
Resolution Time reflects the maximum amount of time that should pass before your incident is resolved or service request is completed. Resolution time does not account for time spent in the pending status. When ITS is waiting on the user, another department, or a vendor the ticket goes into pending status and the clock stops.
Services Requests are requests from users for information using the ticketing system and based on the services in the Service Catalog.
An incident is an unplanned interruption to a service or a reduction in the quality of a service. The Incident Response Times can be found at: https://www20.csueastbay.edu/its/service-catalog/policies/incident.html
These definitions as well as definitions that relate to the our Service Level Agreement can be found at: https://www20.csueastbay.edu/its/service-catalog/policies/definitions.html
4) WHAT CAN I DO IF I NEED TO HAVE MY ISSUE RESOLVED BEFORE THE STATED RESOLUTION TIME?
State in the ticket how this is impacting your work. ITS staff will make every effort to meet or beat the stated resolution time. For critical service requests please use the escalation policy at https://www20.csueastbay.edu/its/service-catalog/policies/escalation.html
5) WHY ARE THERE SHORTER RESPONSE AND RESOLUTION TIMES FOR INCIDENTS RATHER THAN SERVICE REQUESTS?
Incidents are emergencies: if you break a tooth, you call your dentist's office and tell them it is an emergency. They see you immediately.
Service requests are for routine services. If you need to have your teeth cleaned, you make an appointment for your dentist (6 months in advance…).
6) WHAT ARE THE MOST IMPORTANT CHANGES TO THE TICKETING SYSTEM THAT I NEED TO KNOW WHEN ENTERING AND MANAGING MY TICKETS IN THE NEW SYSTEM?
As of January 14, 2011, there are four key changes that affect customers.
- First and foremost, the Categories, Sub Categories, and Details selections reflect the services ITS provides in the Service Catalog.
- In order to provide accurate reporting on resolution times for our services we had to remove the Work Completed status. Now, once you request has been completed and the agent has confirmed that you're satisfied, the ticket will be closed. Closed tickets cannot be re-opened so please be sure to communicate with the agent working on your request if it's not completed to your satisfaction. If you experience the same problem again you'll have to open a new ticket. When you do this please give us the old ticket number so we can link the request to the previous one.
- You are required to enter the Urgency of your request. The Urgency will help us prioritize all incoming tickets appropriately. The Urgency selections are: Total work stoppage, Partial functionality, and Work Around exits.
- Some New Statuses have been added.
- Open: If the ticket was not auto-assigned to a team, the ticket will be in the Open status until the Service Desk assigns it to the appropriate team.
- Assigned: The ticket has been assigned to a Team but not taken by an Agent.
- Reassigned: In the event that your ticket was mis-assigned, it will be placed into this status when the Service Desk reassigns the ticket the correct team.
- In Progress: Once an Agent takes your ticket, the status will change to In Progress and you will receive an email from the Agent that has taken your ticket.
- Pending Customer: The Agent is awaiting action by the Customer.
- Pending Department: The Agent is awaiting action by the Department.
- Pending Vendor: The Agent is awaiting action by the Vendor.
- Closed: Once the work is completed on your ticket, it is moved to the close status.
- Completed tickets are now moved into Closed status and cannot be reopened.
In the past, when tickets were moved to Work Completed, you had the opportunity to edit the ticket within five days and that would change the status of the ticket back to In Progress. The Work Completed status no longer exists. Once Closed, you must open a new ticket if the issue still exists. With this change, it is very important that you communicate and respond to the Agent after the work has been completed. If you need to open a new ticket, please enter the old ticket number so that the Agent can see what work was done.
7) WHAT DO I DO ABOUT THE TICKETS THAT ARE STILL IN THE OLD SYSTEM?
On Friday, January 14, 2011 any existing tickets can be viewed and updated by changing your Service Desk Ticketing System workspace. To do this, click on "Service Desk Ticketing System" in the top right hand corner of your window.
Use the drop down and select "Old Service Desk Ticketing System" workspace. The old workspace will only be available until February 11, 2011. After that time the Agent servicing your ticket will need to copy the contents of your ticket to the current workspace. At that time, your ticket will be assigned a new ticket number. You will not be able to open new tickets in the old workspace after January 13th.
8) WILL I STILL BE ABLE TO USE E-MAIL TO OPEN AND UPDATE TICKETS?
Yes. Please email firstname.lastname@example.org as before. Put in as much information as possible in order to get your ticket routed as soon as possible.
9) WHEN CAN I EXPECT EMAILS ABOUT MY TICKET?
- You will receive an email confirmation when you open a ticket via email (email@example.com).
- When an Agent takes your ticket, you will receive an email from the Agent via the Service Desk.
- You will receive an email from the Agent when they select to contact you via the ticketing system.
- When your ticket is Closed, you will receive an email. If you respond to this email in an attempt to reopen the ticket, you will receive an email saying that the issue has been closed. Remember that Closed tickets cannot be reopened; you must open a new ticket.
10) WHAT SHOULD I DO IF I CAN'T FIND THE CORRECT DROP DOWNS TO ENTER MY TICKET OR HAVE OTHER PROBLEMS WITH THE TICKETING SYSTEM?
We have instructional materials posted on the Service Desk page to make your transition to the new system as smooth as possible. However, if you find that the service you are looking for is not in the drop downs, please enter a service desk ticket using the following selections so that ITS can consider adding the service to the ticketing system and service catalog:
- Main Category: Administrative Applications
- Sub Category: Ticketing System
- Details: Enhancements/Suggestions or Report an Incident/Problem - Ticketing
If you have an incident or a problem to report, please choose any incident within the ticketing system and state in the ticket description that you were not able to find where this incident fits within the drop downs available. Then describe the problem in as much detail as possible.
11) WHAT IS THE DIFFERENCE BETWEEN ADMINISTRATIVE APPLICATIONS AND ADMINISTRATIVE SYSTEMS?
Administrative Applications are not part of the ITS Service Catalog. The Administrative Applications categories should be used when tickets should be routed to the Administration and Finance Administrative Applications group. These include issues with functional use of the applications supported by the Administration and Finance division.
Technical service requests or issues that need to be routed to ITS should use the Administrative Systems category. Administrative Systems are part of the ITS Service Catalog. You can read more about each of these online at https://www20.csueastbay.edu/its/service-catalog/staff.html. If you're experiencing a problem with applications needing ITS support select Administrative Systems and then Report and Incident/Problem. The Service Desk will review these incident requests and route them appropriately.