Today’s Date: 08/28/2008 Effective Date: 09/01/2008 Systems
Involved: Service Desk
Audience: All
Topics in this Job Aid:
Service Desk Self Service Overview Service Desk Login
To Register Your Account Service Desk Incident Overview Service Desk Incident Detail Global Incidents
Track Your Incident Service Desk vs. Track It
Background: Service Desk is a web-based help desk and customer support tool to report issues or make requests to ITS Support.
Service Desk Self Service Overview
Service Desk is a tool for entering a work order request for Information Technology Services Support (ITS Support) only. For Facilities requests, use Track It.
The work order request is called an Incident. An Incident is used to submit the information to ITS Support concerning any system problems users may be having or to make requests for new software, upgrades or other non problem related requests. You can create an Incident, submit it, and track the progress using Service Desk.
Service Desk is designed to automatically log you in based on your Windows ID and Password when you click the Service Desk icon. If you need to log into Service Desk for any reason, follow the steps below.
To log in to Service Desk:
Step Action Result
1 Access Service Desk by clicking on the Service Desk icon on the left side of Citizens Central.
2 The Login screen appears. 3 Enter Network User ID. 4 Enter Network Password.
5 Click LOGIN.
The appropriate Home Page for your profile appears. Note:
After 3 unsuccessful login attempts, you will be locked out of the domain. If this occurs, please contact ITS Support for assistance.
Follow the steps below if you have not logged into Service Desk previously and do not have a User ID and Password:
To Register your Account:
Step Action Result
1 Click on New Users: Sign Up Here on the Login screen.
The New User Registration screen appears. 2 Enter Windows user ID.
3 Enter Windows password. 4 Enter Windows password again. 5 Click GO
You are now registered and logged into Service Desk.
Service Desk Incident Overview
The Service Desk Incident allows you to submit a request or report an issue to ITS Support. Note: All fields marked with an asterisk* must be filled in.
Service Desk Incident Detail
1.0 Header
The top of the Incident page contains links to assist you in navigating Service Desk.
Icon Description Icon Description
This link will take you to the Home Page for your profile in Service Desk.
This link takes you to a list of Global Incidents. Global Incidents impact a large number of people or a major system.
This link enables you to submit an Incident after you have completed and saved it.
This link will take you to a Help Page specific to the section of Service Desk you are currently viewing. This link will allow you to view the
status of any Incident you have submitted. You may use this option to track your Incident(s) without the need to call ITS Support.
When you are finished with your Service Desk session, click the Log Out button. This returns you to the Service Desk login page.
When you have completed filling out your Incident, click this button to save it. The Save option is located at the top and bottom of the Incident.
2.0 Contact Information
Service Desk will pre-populate your First and Last Name, Citizens Email address and User ID on the Incident.
Service Desk may also capture your Phone, Department and Site. If these fields do not pre-populate, please fill in the appropriate information.
3.0 General Information Section
The general Information section should contain the name of the service affected by your issue or the title of the request. For example; if you can not send or receive email, the service affected is Outlook. Do not try to explain
Service Desk Incident Detail, cont.
4.0 Description Section
In this section you provide a brief description of your issue or request.
If it is an Incident, you should include what happens when you attempt to access the system or application, any error messages you get, when this problem first occurred, and any steps you took to correct the problem before sending the Incident. If it is a request, you should describe the request (ex. Request installation of Microsoft Outlook).
5.0 Incident Information Section The Incident Information section helps:
Identify how many users are impacted.
Determine the severity of the impact to the user’s productivity.
How many users are affected?
Make a selection from the drop down as to how many people are impacted by this issue.
Productivity is
The Incident Information section is also used to determine how severe the impact is to you
If … Select… If … Select…
You are the only one impacted, or there is only one person impacted.
1 User The issue does not prevent you
from performing your daily tasks. Not affected The number of impacted people
is between 2 and 20. 2-20 users Your productivity will be slightly altered by this issue or the issue causes you to use a less effective workaround solution.
Somewhat affected
The number of impacted users
is in excess of 21. 21+ users
Your productivity is severely reduced and there is no
Completely affected
Service Desk Incident Detail, cont.
6.0 Attachments Section
The Attachments section allows you to add an attachment to the Incident Form. You may need to send a screen shot with an error message or some other documentation (i.e. approval for a purchase order) with the Incident. The Attachments section is where you upload those files.
To create and save an image from a screen on your computer:
Step Action Result
1 Ensure the desired content is displayed on the computer screen.
2 Press the Print Screen key to copy a screen capture of the entire computer screen into computer memory. OR,
Press Alt + Print Screen to copy a screen capture of the active window into your computer memory.
3 Select Start menu → All Programs. 4 Select Accessories → Paint.
5 Open Paint.
6 Select Edit → Paste. Image will paste in the Paint window.
Step Action Result 7 If no modifications to the image are
necessary, select Edit → Save As and choose the desired file type.
JPEG is generally best for photographs and images that contain color gradients.
8 Click Save.
To attach files to your Incident:
Step Action Result
1 Click on Attach Files. The Upload a File Attachment window appears. 2 Click the first Browse
button. 3 Click GO.
4 Browse files from your computer.
Step Action Result 6 Click Insert.
7 The file name will populate in the Upload a File Attachment window in the File to Upload field.
To attach another file(s), repeat steps 2-7.
You may attach up to 3 files.
8 Click GO once you have completed attaching the needed files.
The last file attached will appear in the Last Attachment field.
7.0 Notifications Section
The Notifications section allows you to specify your Manager or other designated person to receive an email notification when your Incident is submitted, updated, and closed.
When you have completed filling out the Incident , click Save to send your Incident to ITS Support.
Once you submit your Incident to ITS Support, the report is reviewed by a Phone Support Analyst. You may receive a call from ITS Support or someone from ITS may visit your workstation to resolve your issue and complete your Incident.
Global Incidents
Global Incidents are those issues that impact a large number of people (such as a power outage), or affect every one using a major system (such as ePAS is down). Although you can not submit a Global Incident, you can view them and determine if you are experiencing the same issue. You can choose to have email updates sent to you for Global Incidents.
This saves ITS Support time by allowing you to identify your own problems and link to a central Global Incident rather than each person entering an Incident separately for a known issue. You receive updates automatically when the originating Global Incident is updated and eventually resolved.
To view and subscribe to Global Incidents:
Step Action Result
1 Select Global from the Service Desk Toolbar at the top of the page.
2 A pop-up window is displayed entitled Current Global Incidents. It contains a list of Global Incidents currently affecting other users and instructions on how to subscribe (link) to a Global Incident.
3 Click the Title of the Incident you want to view. The details of the Incident appear. 4 Click Subscribe.
5 Once you subscribe to a Global
Incident, it is listed with your Requests. You are sent email updates as the Global Incident is updated and
Track Your Incident
You can track the progress of your Incident by clicking on the View Mine icon at the top of the page. A list of the Incidents you have submitted appears. Any Global Incidents you have subscribed to also appear on the list. Each Incident submitted is assigned an Incident Number. The list will also show the Service(s) Affected, the Description of the Incident, Submitted At (time submitted), Submitted On (date submitted), Status and Last Edited On.
Click on an Incident to view the details. The details will show the original Incident information.
In viewing your Incident, you may determine that additional information is needed or you may have left out some important information. You can edit your Incident to add/modify existing information.
To edit an Active Incident:
Step Action Result
1 Click on the Incident you want to edit. 2 The original Incident appears with the details
as you filled them out. 3 Click on the Edit icon.
4 The Incident appears with 2 editable fields: Description
Attachments
You may add more information in the description field or add an attachment relevant to the Incident. These are the only fields you can edit.
5 Once you have completed your edits, click Save.
Service Desk will automatically update the Incident with the new information.
Service Desk vs. Track It
Service Desk is the tool for submitting requests to ITS Support. For Facilities requests, you should use Track It.
Below are some examples of when to use Service Desk and when to use Track It.
If you are not sure which form to use or the reason you need to submit a form is not listed here, contact ITS Support.
Use Service Desk for:
Problems with your PC and/or related equipment such as monitors, keyboards, mice, etc. Requests for new PC hardware and/or related equipment such as monitors, keyboards, mice,
etc.
Requests for new PC software.
Requests for access to Citizen's applications. Password resets.
Problems with your phone or Blackberry. Requests for a new phones or Blackberry. Problems with Audio/Visual equipment.
Audio/Visual set-up for conference/training rooms. Problems with either a desktop or network printer.
Use Track It for:
Facilities issues such as: o Building issue o Employee move o Furniture o Office keys o Parking permit o Rug cleaning o A/C issues
Problems with a copier or multifunction. Adding/Changing/Deleting Badge Access. Safety violations.
