Home

Service Manager Administrator`s Guide

1. On Service Request Change Admin ii Enable Email On New Service Request Admin amp On New Service Request Request User amp On Service Request Change Admin amp On Service Request Change AssignedTo amp amp Subject A Service Request has been updated Body Subject Subject Descripbon Description Category Category Sub Category SubCategory Third Category ThirdCategory Assigned To AssignedTo Whenever a Service Request changes either by being updated by a technician or by the end user themselves this will generate an email message that is sent to the Service Manager Administrator On Service Request Change RoutedTo On Service Request Change Request User Priority Prionity Status Status Request User RequestUser Solution Solution Notes Notes Attachments LinkToAttachments Save Changes Undo Changes On Service Request Change a amp On New Service Request Admin Subject A S S IO Nn eC d tO On New Service Request Request User SRID Subject amp On Service Request Change Admin Body gt amp On Service Request Change AssignedTo Subject Subject amp On Service Request Change RoutedTo Description Deecriotion Whenever a Service Request changes either aa ioctl ann Third Category ThirdCategory Assigned To AssignedTo Priority Pronty by a technicia
2. Hardware SLA Transfer URGENT SR s 0 days 0 hours 5 mins 120 Triggers on Creation Date Hardware Normal SLA Issue Notification to current date duration is greater than 0 days 0 hours 5 mins change assigned to supervisor change SLA to Hardware URGENT SLA Escalates service requests with category Hardware with subcategory All SubCategories with thirdcategory All ThirdCategories with priority Hardware Normal requested by GRP All Request Users Hardware SLA Transfer NORMAL SR s 0 days 0 hours 5 mins 140 Triggers on Creation Date to current date duration is greater than 0 days 0 hours 5 mins change assigned to supervisor change SLA to Hardware NORMAL SLA Hardware Normal SLA Issue Notification Let s recap on what has been done so far e We have created four new SLAs e We have created a Default SLA escalation rule that transfers all Service Requests that are entered into the system filtering all Hardware Service Requests to the Hardware SLA e We went on to create three escalation rules under the Hardware SLA that then transfer Service Requests on to the corresponding CRITICAL URGENT or NORMAL Hardware SLAs e Escalation levels have been set to the appropriate SLA range e Each escalation rule also triggered an email notifying the Supervisor that a call had been logged 14 D Edit Service Level Agreement gt O a Save SLA SLA Name amp Rout
3. fa a rs a SO E notification mates Cf Notification Templates e Admin Portal X qpa hue Peet huie BE Ociete mute Fretermrces a 4 Grouped by Rule Type ee eee jue Type Wares vitio riteria Applies To NueFication Template Notify fabled Updated Updated amp 2 eee d a Asset Assat Creation all On New Asset Admin GRP All Admins 09 02 2012 21 52 53 Administrator ek tan d am Asset Assat Modified al On Asset Change Admin GRP dk Admins 09 02 2012 21 36 02 Administrator Ty Knowledge Base Gp ae Asset Asset Creation all On New Asset Crestor USR Asset Creator 03 02 2012 22 34 08 Administrator Fu atirabor Assat Asset assat Modified an On Asset Change Creator USR Asset Creator 09 02 2012 22 34 39 Adminstrator gA ragna Bocking Chi notitications e Booking looking Booking Creation ab On New Booking Admin GRP All Admins 09 02 2032 21 53 34 Administrator 3 Service Deck Settings cocking Booting Booking Modihed an On Book anpe Admin GRP 2i Admins 09 56 17 3 1 F e Bocking Booking Booking Creation al On New 19 Booking User USR Booking User o 35 08 Administrator iil Stocking Booking Booking Modified All On Book Booking User use erm or trator S vor porao e Rocking Rooting Rockg Reminder ab Reating poking User USR om e Booking Booking Booking Deleted by User al User Deleted Booking USR Booking User 19 02 20 5 2 ate e Booking Booking Booking Deleted by Timetable Class Al Booking Deleted By TimeTable USR Book
4. Account options C User must change password at next logon User cannot change password Password never expres C Store password using reversible encryption C Account is disabled 7 Smat card is required for interactive loaon Accourt expires Never 13 June 2010 The next step is optional but it is useful to create a service request category specifically for the capture of inbound email service requests In this way all imported service requests can be grouped together and then managed by the administrators and technicians Create a new service request category under Service Manager settings called Inbound Email Service Requests In this instance there is no need to create any sub categories This category will provide a catch all place where inbound service requests will be placed Under preferences menu select the ddi Baa Dreit Computers add Egt Drie Curriculum Software di Ed Dte Hessays Template s Menage Template wi Hessa Template Email ace Ede Drimia Facilities ddd Bdk Dritte Internet agg Edn Site Learning Platform Add Ede Delete Network Issue a Jt rat Operational Issue Add Ede Delete Peripherals agg EGA Delete SIMS di Bde Geet T Add Bde Delete of Mecuge Template Eil Hesse Template x kerega Template Eil Hesssge Template Eal Hesrsga Template w Hesse Template wi Menage Template afl Menage Template Eil Mes
5. The system will also notify you by email if of any of your assigned requests are updated or if any new ones have been added to your work list Remember that the Service Request can be changed and updated by you the original requester and of course the Service Manager administrator Notifications are two way any changes you make to a service request will also result in notifications being sent to the original requestor Finally if the service request is automatically escalated because it triggered an SLA the service Manager administrator will be sent an email notification In the future the notification system will be extended to support instant messaging and SMS technologies A View Service Request Getting an error about Normal dot when I close Word a os Service Request History History Every single transaction that takes place with an individual Service Request is tracked and Timestamp T Version T Status T Assigned To T Priority T Reason Ai recorded in the database This is called the ieee E a Lh Requests History and it can be examined by 01706 2010 08 38 37 3 opon iczajeniine tow RST AS clicking the Requests History Tab Any actions made by any user will be logged so that you can audit the actions taken at every step of the process 137 CSE Service Manager Administrators Reference Manual V4 Service Request 2 View Service Request Getting an error about Normal dot
6. By definition all users of the Service Manager can raise Service Requests Admin Tech amp User Service Manager Administrators These are the owners of the Service Manager system and responsible for the configuration and day to day running of the whole system CSE Service Manager Administrators Reference Manual V4 Service Manager Technician Service Manager Technicians are the main Service Responders They manage and maintain their own allocated Service Requests making sure that they meet laid down Service Level Agreements Service Manager Users These users can raise Service Requests which are then forwarded on to Service Responders for action and eventual resolution Service Level Agreement The SLA will typically include target times for response and eventual resolution of a Service Request The Service Manager system will track Service Requests against the targets set by the SLA assigned to it This provides key management data in terms of measuring the Service Desk performance against the SLA targets set Service Request Categories When raising a Service Request the requestor needs to specify a Service Request Category as this defines the nature of the request For instance that the request is about a software Issue or a piece of hardware The purpose is to aid the classification of requests and forwarded to the right Support technician Knowledge Base The Knowledge Base is a database that all users can acc
7. OpenClosedROE oO wi ba 6 7 10 11 1 OpenclosedR O OpenClosedRO 1 5 16 17 1 1 OpenClosedRO OpenClosedR bas 21 22 23 24 25 26 27 m a OpenClosedRa OpenClosedR G Preferences v p be 28 29 30 December 1 2 3 4 4 Service Desk v gt R Technician Portal v ra N v gt News When a scheduled report is run by the system it does so within the time window you specified It is good practice not to run reports with overlapping time windows The report is rendered as a PDF and is then automatically emailed to the recipients specified SLA Measurements and Reporting In a previous section we discused how SLAs can help to automate the escalation of service requests based on various timing parameters provided by the system through the custom timer features Whilst the SLA system provides the tools to automate the escalation process it does not in itself provide any method by which you can measure performance against KPI targets that may be set This is where Measurements Measurement Items and Measurement Reports come into play In some respects these items and the reports that they produce are purely generating management information about the performane of the ICT Support Team in carrying out their duties Measurement reports can be scheduled and then automatically emailed to interested parties 127 CSE Service Manager Administrators Reference Manual V4 Chapter 4 Service Manager Menus Th
8. lO S Hide Asset Allocate Inventory Hide Asset Manager Hide Asset Search Oo oo Hide Assets Administrators Hide Barcode E 4 Technicians Uida Danlinn Tom At the top level for Administrators you access the granular access control by clicking the Settings tab A permissions list then appears in which you can scroll down and make appropriate modifications to the access to various functions that are available Many of the settings available here also controls the level of access granted to the Service Desk Asset Manager and Asset and Room Booking You need to be very careful changing Administrator rights as you could inadvertently disable access and remove your rights to modify these settings 28 CSE Service Manager Administrators Reference Manual V4 If you want to make settings that appropriate to one of the groups you have added click the group name in the table under the main group header menu Select the Setting tab and make your modifications as you feel appropriate In order to enforce these settings you must also tick the Is Settings Enabled box When you have made you selections click the Save button to commit your changes Management Add Delete Disable View Copy Paste Access Users amp Groups Blue Coat School Portal Administrators l amp General Settings e Administrator gt amp SDAdmin Service Manager Group Group settings only override Access type Admini
9. Edit Undo Delete 4 7 CSE Service Manager Administrators Reference Manual V4 Creating a new Routing Rule We recommend that you only use the global view of routing rules that this function provides to look up rules and to manage the hierarchy The proper place to create new and edit routing rules is under the SLA section and that is covered in more details later in this chapter Preferences Service Manager Settings Timers service Manager has a number of system timers that are available for you to use One of these timers is fixed and cannot be changed This timer starts as soon as a Service Request is raised and stops when the request is closed However it also pauses whenever the service Request is put on hold This is because putting a Service Request on hold temporarily Suspends action on the request and it is appropriate to halt the system timer Timers play a very important role in measuring your service desk s performance against published SLAs The system supports the use of timers al in the generation of SLA measurement reports Where you can create custom reports that compare and score your systems performance against SLA KPIs Key Performance Indicators This will be discussed and described in a later chapter There are also four additional timers available these timers are completely user configurable These timers are designed to allow you to create your own set of rules to measure your own internal proce
10. Share a shared resource or network share is a device or piece of information on a computer that can be remotely accessed from another computer ACL Access Control List ACL is a list of permissions attached to an object An ACL is normally made up of one or more ACE s ACE Access Control Entry is a way of specifying individual permissions to access an object such as the contents of a folder UNC Universal Naming Convention a method of specifying paths to reference network shared resources Service Manager Service Manager SM is the generic name for the whole system Service Desk Service Desk SD is the system that manages and maintains the Service Requests It is where you enter Service Requests and where the user can track the progress of their outstanding requests Optionally you can allow access to the Knowledge base and Downloads sections Service Requester Any authorised user of the Service Desk can be a Service Requestor and can enter service requests into the system They can also view their own service requests and to edit and modify them By definition all users of Service Manager can be a Service Requester Admin Tech amp User Service Responder These are Service Manager Administrators and Technicians These individuals have the responsibility of resolving any Service Requests that have been allocated to them Service Request Any authorised user of the Service Manager can raise a Service Request
11. The User Portal is covered in more detail in a separate manual CSE Service Manager Administrators Reference Manual V4 CSE Service Manager Manuals service Manager documentation comprises four different manuals documenting the use of the system for the three types of user who have access to the service desk The Administrators Reference Manual describes the setup common configuration and day to day management tasks of the Service Manager system The Service Manager Setup Guide takes you through the steps needed to build your own service desk system It provides a step by step guide to configuring the system to provide a simple service desk which can then be tailored to meet more sophisticated requirements The Service Manager Technicians Guide describes the processes relevant to your technicians in their day to day interactions with the system The End user Guide is rather generic in nature since you have a great deal of control over what functions are available to your end users you may want to consider writing your own user documentation for your tailored implementation This document is available in Microsoft Word format so you can use It as a template to produce your own specific manual You can publish any documentation on line using the Knowledge Base features or by placing the documents in the download area Asset Manager and the Room and Asset Booking System have their own documentation How to use this Manual This man
12. Add Download File Remove Download File Technicians W End Users Show KB To Administrators View Count Rating service Manager has some powerful dataset table formatting commands built into it Whenever a dataset table is presented to you as in the case of the KB Article Table you can format and sort the dataset to help you navigate through the data being presented As these are generic in nature and are available in different locations within Service Manager we have documented these formatting controls in a separate chapter Against each KB record you will see a small icon Clicking this expands the record to display usually hidden information that is associated with the record In the case of KB articles this will show any comments that have been added by end users KELS Not being able to login from home Software CSE Workspace Explorer GD rovrove Selected Comments Delete Selected Comments Email CommentID Username Full Name Comment 102 CSE Service Manager Administrators Reference Manual V4 Here we can see that KB15 has three unapproved comments added by users who have accessed it Using the controls you have the option of being able to approve or delete the comments as appropriate Comments highlighted in red are unapproved whilst those highlighted in green are approved Preferences Messaging Outgoing Emails service Manager includes a client that is capable to sendin
13. Downloads Computer WILLOW nibbles local 127 0 0 1 Preferences v A gt Preferences Menu J Ta Download Categones g Download Files 2 User Management Create a new Download Category Q Service Desk Settings Create 2 End User Portal Double click a cell to edit 2 Edit News Icon Name Description Created Date Created By Updated Date Updated By ih Hardware All Hardware Issues Drivers etc 05 02 2010 12 00 Administrator 05 02 2010 12 48 Administrator a Downloads ab Manuals All Instruction Manuals 05 02 2010 12 52 Administrator 05 02 2010 12 53 Administrator P x Knowledge Base B TEREE Software by Microsoft 09 02 2010 05 00 Administrator 09 02 2010 05 01 Administrator Reports a Delete Selected Save Chenges Undo Changes 4 Messaging News OQ Changing Passwords Posted by Administrator Start Date 11 02 2010 In the screenshot above you can see that downloads are separated into user definable categories You can specify your own categories by simply typing in a new name in the text box provided then clicking the Save Changes button Clicking on the Downloaded Files tab at the top of the screen form opens the interface that allows you to upload files into the Service Manager system 92 CSE Service Manager Administrators Reference Manual V4 In the top toolbar you will find the download controls Below is the list of files that have already been uploaded FA Download Categories ff Download Files Jp a
14. Projector Blown Bulb rule Therefore by convention the rule at the top of the list will take precedent over rules that are below tt Logically this means that Service Requests entered which have their categories set to Hardware Projectors Blown Bulb will always trigger the Projectors routing rule The rule we have created to route Blown Bulb service requests to ST C ALDO will never be triggered The solution is to move the Projector Blown Bulb routing rule so that appears higher in the hierarchy Simply use the up down arrows to change the position of the rule in the list 81 CSE Service Manager Administrators Reference Manual V4 Managing SLAs Besides creating new SLAs as described so far you can also maintain your SLAs by adding new SLAs to the system edit your existing SLAs change the hierarchy and order in which the SLAs are processed and even delete them lt is probably a good point to mention the law of unintended consequences and how A it applies to working with SLAs You need to be careful when making changes to established SLA structures as even the most innocent change can cause unwanted effects For instance editing an existing SLA and simply changing its escalation level can cause it to re trigger hundreds of existing service requests possibly causing it to automatically update the service requests and fire off hundreds of email alerts to bemused service desk users SLA Escalation Rule Hierarchy The
15. Service Requests K gY Notes Service Requests Request User Service Requests Resolution Service Requests Assigned to Service Requests SLA Service Requests Click on Finish to create the report an ae 121 Custom Report Dote Range 01 06 2011 01 09 2031 Generated on 01 09 2011 16 17 50 iD Priority Status Request User a7 Medium Open supervisor Ct Herdwere CRITICAL Open Administrator ats Herowere URGENT Open Asministrator 420 Hercwere Norma Open ASminstrator 421 High Open ASminstrator 422 Medium Open Adminstrator 423 Low Open supervisor 424 Herdwere CRITICAL Cilased supervisor Step 3 allows you to select the fields from the database that you want to filter the report using Again as when selecting the Visible Fields you highlight the database tags you want and move them into the Visible Field frame Once the filters have been selected you can use the up and down arrows to move the position of the selected fields within the list Click the Finish button to complete the report generation CSE Service Manager Administrators Reference Manual V4 Your new report is now ready to run You a a ae can select the filters as appropriate and Created By supervisor Created On 01 09 2011 16 37 then view th e report Last Updated By Last Updated On Report Name Custom Report Report Title Custom Report Priority Equals ET Status Equals v Open v Date Filter Date Range From
16. click the Save Changes button Please note you will only be able to make changes to the email IM address and SMS number fields if you are a member of the domain administrators group Primary Email is filled in automatically if you have a domain based MS Exchange server The Exchange system does this for you when your account is created It is used by the system to automatically route emails to you and is therefore an important setting It is vital that if this field exists that you do not change it otherwise other important systems may not operate correctly 111 CSE Service Manager Administrators Reference Manual V4 Chapter 3 Service Manager Reporting In the new release of Service Manager from version 2011 2 2 2 onwards we have significantly enhanced the reporting capabilities of the product In addition to the previous fixed reports we have now added the ability to generate your own custom reports We have also introduced a new fixed report template that enables you to create reports that measure performance against key performance indicators that are configured as part of your SLA regime We briefly touched on the measurement and measurement items constructs in the section describing SLAs but the real value of these belongs in this section of the manual From the Service Manager administrator s perspective the reporting module is found under the Admin Portal menu Reporting is also available to your technicians and the
17. to be displayed when Service Manager starts Filter MaxFiieCount Allow Attachments allows you to specify that end users can upload attachments as supporting information 36 CSE Service Manager Administrators Reference Manual V4 You can specify filters so that only authorised file types can be uploaded specify how many files can be uploaded MaxFileCount and set the maximum size of the file MaxFileSize the default email notification controls have been removed This is because the notification system has been completely reworked and is now part of the new a If you have been using the previous version of Service Manager you will notice that notifications system SLA Escalation Mode We have made a change to how of the SLA escalation level can operate In the previous system the SLA Escalation Level could only increment upwards However a number of requests have been made to allow this number to be able to be moved both up and down as this introduces more flexibility in the way in which SLAs can hand a service request to another SLA stack Please see the SLA section for the logic behind this change and what it gives you in terms of increased functionality Service Level Agreements The SLA Escalation Mode is a switch that allows you to select Up SLA Escalation Mode RUNE Only or Up amp Down We will discuss how this works in the SLA Up Only section of the manual Up amp Down Af
18. using any device The ability to specify multiple email accounts allows you to build in some control because you can route service requests more effectively based on the source they are coming from For example emails sent to a facilities management account can automatically be input into one of the specific facilities management Service Manager categories This means that service Manager s internal systems will route the call to the correct technician apply the correct SLA and send notifications as appropriate 105 CSE Service Manager Administrators Reference Manual V4 Email accounts can be anywhere You could use externally hosted accounts on Hotmail or Gmail or internal accounts hosted on you own Exchange servers Of course you will need to create these accounts in the first instance Inbound Email Polling The system polls inbound email accounts approximately every minute The Service Manager server service updates the database every minute as well so it can take up to two minutes for an email to be downloaded and input as a service request The polling times can be adjusted in order to optimise the system but you need to contact CSE for guidance on doing this Setting up inbound email from an Exchange Server In this Scenario you have an Exchange 2007 server within your establishment The first thing you need to do Is set up a new mailbox that your end users will send service requests to You will need to know the accoun
19. 10 CSE Service Manager Administrators Reference Manual V4 Chapter 2 Service Manager Admin Portal The Service Manager is designed to be fully customised in order to meet the requirements of your establishment enabling you to create and run an efficient helodesk In its simplest form it provides a mechanism by with users can report issues to the ICT support staff The Service Reguests are then passed on to the relevant Support person for resolution This can be accomplished by the Service Manager Administrator screening all Service Requests manually or by automating the process by routing specific Service Request Categories to named Service Responders Technicians However the demands of a busy and active service desk must offer flexibility in terms of the way it is set up It has to be capable of meeting the requirements of your establishment This flexibility extends to being able to configure Service Request Categories that fall outside the bounds of a normal ICT support function For instance you could extend the service categories to include requests that are automatically assigned to the school caretakers cleaners and other ancillary support staff To improve efficiency we can automate many processes For instance when a Service Request is raised under a specific category such as a problem with an overhead projector the Service Request can be automatically routed to the Service Responder technician best suited to resolving the
20. Date 01 08 2011 g To Date 01 09 2011 Owner supervisor Save Changes Undo Changes View Report Share Report Custom Report As you can probably appreciate the a aeate Service Desk has approximately 30 memest ner Py ante different database fields that you can i p a jar include within your reports This coupled ea ae a ae with the ability to create your own multi oe Mi pN level filter selection means that you have 1s ranees ven unease access to a vast number of different e e eae reports ja a aah You will probably need to experiment with 83 sce umen unease the various options in order to create a i an ae report set that meets your requirements 164 rhatwersiey Urgent Unassigned 166 J5ea Urgent Unassigned 167 o cakiey Urgent amp Tebrizi 165 Jei Urgent Unassigned 173 o cakiey Urgent Unessigned 176 r hatersiey Urgent Unassigned Summary with Graph Whilst the detailed reports render reports in a tabular format and can be considered primarily as a method of extracting pure data from the database Summary with Graph reports provide a useful snapshot of the status of service requests The system is again reasonably open format in terms of the database field selections available However these reports are designed to provide summary details and it is possible to construct reports that create too many data points to be effectively rendered into a sensible graphic Care is needed in ensuring that the number of data point
21. EIGN sE E ETER a AAR E E R 110 FAAO S ols a een ee ee ee een en eee Ree ere ee eee eee tee 111 Chapter 3 Service Manager Reporting ccccssccccsseecceesecceeseeseeeeesseeeesseeeesseesesseeeesseeeeeas 112 REDCOON SOO onnaa E N 112 TEDER Oe EA IEAS AE A ste gee EEA NE TAA 113 SI HS Oe sien e a a cae a nal le ale cde dea ae ecentetn ce le Arce ec 119 S C Ar o1 0 S10 gi c1 010 ES eee eT ee ee eee ee ENC eee enone Renee naar e Meee nr eer eere 125 SLA Measurements and Reporting peeneee meee er ee teen net ee ie ele eee 127 CSE Service Manager Administrators Reference Manual V4 Chapter 4 Service Manager Menus vi visvcesivedesseesedevsddcercieedudie ideendeenctendnendnenttenduendeeutieneeens 128 Viewing and Managing your Service REQUESTS cccccceeseccsseeeeseeeeseseaeeeeesaneesersneeseeeans 128 Sh ANS OMT HNC sete tacepa etna ciab a tease Td nt euch avec ea ae amen mics 128 les Pal Coum ORG Oa A oie animes pesceeavieclooeaateee 129 OL OMIM MA CIN OO SCL eee saten te ees ee etait cee A ta teat td ce Sate anniek AA 129 Se COVINA FOTS acszeccuntacacnesteatacke dre ctenten AE 130 EO OT Me Neyer ttc sotae sae taeda A adelante 130 Exporting Your Service Request Tables ccccccccseccsccseeseececeneeseesseeneseeessueeeeeesseens 131 interacting With Service ME GUCSIS x22 siiecseiG hued oie ea A E Sire mdaruae RA 131 Sevice REQUEST NOTES aesir o a A iA ean a Annaa 132 Service Request Attachments sssenessrine
22. Groups DR Users Groups Object Types v Adding Users Groups ae eae q Admins Des bar administrato Click the Add button in the toolbar and then scan through the list of users and groups select the appropriate individuals or groups Bare ro ni ote se amp sans Manager Admins Use the control key to allow multiple selections to be made Reece S S lt lt S C BR SophosDomanPowerUser l R SophosDomainUser In this example we have an AD group called SD Admin a desde tad When you are have made your selections press the Add button ZO e Steve Holbom S Holbom rockroll local CSE Cabling CSE Service Manager Administrators Reference Manual V4 add Users amp Groups t Name 2 sDAdmin ae Next select the access type that is to be assigned to Da ee EE aaa os these users Is Administrators and click the Add button Blue Coat School The display now updates and displays the selection you have made The system displays the individual users who are members of the SD Admin group we selected The system will also pulls additional details for these users directly from their active directory account properties The Active Directory can contain a lot of useful information about individual users within its database How many of these fields that have been populated depend upon how much information was specified when the account was first setup or how much has been added at a later date Manag
23. Manual V4 The Route Request To Auto Assign To and Assign SLA fields are action fields in that they are the actions the rule performs SLAs by convention do not need routing rules to be specified Within the SLA structure the last applied routing rule from any of the SLAs that a Service Request has been processed by will be remembered and will remain active This means that you could simply use routing rules that are attached to the default SLA as all Service Requests are processed by the Default SLA Creating a new Routing Rule select the SLA that you want the rule to apply to and double click it or highlight and click the Edit SLA button Give the routing rule a name and then click the Create button set the filter conditions using the pull down list boxes to make your selections If you wish to filter based on the requesting user click the Add link and then select the user or users from the list that will appear Then select the Service Manager management users who you wish to specifically route these service requests to Click the Add link and make your selections from the list that appears If you wish to remove any selection highlight and click the Remove link To activate the routing rule tick the Is Active box If you leave this un ticked the rule will not be active and will remain dormant Edit Service Level Agreement gt E ee l save SLA SLA Name Hardware SLA Routing Rules 3 Escalation Rules C
24. Name Y UserName Y Description YY Email Y Mobile Tom Townsend Michael Graham Mark Land Leon Greenway John Eccleston Jason Bowyer T Townsend M Graham M Land L Greenway J Eccleston J Bowyer CSE Engineering T Townsend rockroll local CSE Engineering M Graham rockroll local CSE Engineering M Land rockroll local CSE Warranty L Greenway rockroll local CSE Engineering J Eccleston rockroll local CSE Engineering J Bowyer rockroll local A new feature in this version is the ability to have much greater control over what users can do within the service desk system These controls filter from the top down at the top we have Administrators then Technicians and finally End Users Within each type we have group level for instance Administrators SD Admins or Technicians SD Techs Finally the lowest level is the individual user 2 CSE Service Manager Administrators Reference Manual V4 Administrators lt amp Users Portal Settings Administrator gt amp SDAdmin Service Manager Administrators Access type Administrators settings are used if no group or user settings found and override access type Technicians End User settings when also assigned to these access types t A Save Undo b A Z a Asset Manager Allow Add Asset Fi Allow Add Consumable v Allow Add Software m Allow Delete Asset F Allow Delete Consumable v Allow Delete Software Hide Asset
25. OK to commit the change or Cancel to start again Adding Third Categories Expand the Category table to the left by clicking the small arrow pointer adjacent to the category name Select the subcategory by clicking it Click the Add New ThirdCategory button and then add the new name in the text box provided Click OK to commit the change or Cancel to start again CSE Service Manager Administrators Reference Manual V4 In this way you build up a category structure that mirrors how you want gt Telephony Voice 4 to be able to structure your service requests within the database You 4 Tablet Computers 3 really need to give this process some thought as there is a temptation to 4 ppe mac 2 structure everything down to minute scale Whilst this might make the iPad II system technically easier for you and your staff to manage don t forget 4 ASUS 2 that your end users might be confused by a complex structure If the e system is too complex you might drive your end users away from using 4 HP 2 the system to report issues We would advise you to do just enough to capture the data you want Other Category Controls Slate I Slate II Add Edit and Delete should be self explanatory in terms of what they do for each aspect of the category structure At the main category level the Message Template allows you to enter a default message field into Service Manager Request form You can ent
26. Priority Hardware CRITICAL The action transfers the Service Request to the Hardware Urgent SLA An automated notification is also emailed to the Supervisor user set the escalation level to 120 Category Hardware and Priority Hardware Normal The action is to transfer the Service Request to the Hardware NORMAL SLA An automated notification is also emailed to the Supervisor user set the escalation level to 140 a 7 Edit Service Level Agreement te a i kel save sua H SLA Name Hardware SLA Routing Rules ry Escalation Rules gP add New Escalation Rule a Edit Escalation Rule Pp Delete Escalation Rule w 3 Name Escalation Time Escalation Level Description Escalates service requests with category Hardware with subcategory All SubCategories with thirdcategory All ThirdCategories with priority Hardware CRITICAL requested by GRP All Request Users Triggers on Creation Date Hardware Critical SLA Issue Notification to current date duration is greater than 0 days 0 hours 5 mins change assigned to supervisor change SLA to Hardware CRITICAL SLA Notification Hardware SLA Transfer CRITICAL SR s 0 days 0 hours 5 mins 100 Escalates service requests with category Hardware with subcategory All SubCategories with thirdcategory All ThirdCategories with priority Hardware URGENT requested by GRP All Request Users
27. Properties Administrators e users Portal Settings General Settings History Sekine Service Manager User b SDAdmin Service Manager Administrators g User settings override all other settings D luma header and drop here to by that col rag a column group umn A Disabled Y IsAdmin Y stechnician Y IsEndUser Y Blue Coat School Y First Name Y Last Name 0 Z a L Is Settings Enabled Controls if these settings are enabled and active li d vicki Jackson A i p J o c Ton a pa 2 t aO Suey Asset Manager G Allow Add Asset Allow Add Consumable Allow Add Software Allow Delete Asset Allow Delete Consumable Allow Delete Software Hide Asset Hide Asset Allocate Inventory Administrators e 29 CSE Service Manager Administrators Reference Manual V4 Hide Asset Search Controls whether Asset Manager search menu is displayed oo EES Ee LS Se Hide My Settings Controls whether the user can see the My Settings menu Granular control gives you the ability to configure the various service desk features right down to individual user level However we would recommend that a you refrain from making specific changes on individual users as this will eventually increase your system management workload We strongly advocate the use of domain security groups when building bespoke service desk configurations 30 CSE Service Manager Administrators Reference Manual V4 U
28. Service Request will remain associated with the particular Service Request Deleting an SLA SLAs can be deleted by highlighting the SLA in its table and then clicking the 86 button Remember that Service Requests are linked and owned by the SLAs on your A system By deleting an SLA in its entirety you are removing the link that those service Requests have to the SLA The Service Requests effectively become orphaned By convention all Service Requests on the system must have an associated SLA The system will therefore transfer any orphaned service Requests it finds back to the Default SLAs control Because this can potentially affect the status of many Service Requests in the database the system will request confirmation before allowing you to delete an entire SLA from the system When you delete an entire SLA you also delete any routing rules and escalation rules that it contained Please note that while orohaned Service Requests are handed back to the Default SLA whatever escalation level that these requests had will remain the same Escalation levels are never reset and can never be reduced in value SLA Measurement and Measurement Items The new version of Service Manager has added some tools to help measure the performance of the support team in meeting response targets specified by the various SLA that have been set Measurement Items allow you to specify and name KPIs that you wish to measure performance on Measu
29. Sr Change SubCategory hd Change ThirdCategory x To save click the Save Escalation Rule button at Change Status the top of the form Change Priority Change Assigned To X Change SLA Hardware SLA X Notification Notification Management _ Notify Current Assigned To _ Notify New Assigned To _ Notify Request User _ Notify Administrators _ Notify Routed To Users Escalation Level 0 1000 So what does this do e Anend user enters a new Service Request with the hardware category set to hardware e The Service Manager automatically assigns the newly entered Service Request to the default SLA e A background process within Service Manager scans all the Service Requests associated with the Default SLA and checks them against the SLA s escalation rules e Any Service Request with a category of Hardware will be re allocated to the Hardware SLA approximately five minutes after it has been entered into the system e By setting the escalation level to 1 we have indicated that an escalation has triggered and will prevent escalation rules with a lower value triggering an action on the Service Request 72 CSE Service Manager Administrators Reference Manual V4 Why wait five minutes before escalating The wait time is purely arbitrary as you can realistically use any positive time value in this field B Edit Service Level Agreement e bed save sta The Escalation rule table will d anidan Le
30. Une h For the Last 2 Other Dashboard Controls Your Dashboard Items schsadbanhaabianiaiateeiicians The list contains the display elements that you have selected to er have in your dashboard Note that not all these will be displayed ActiveServiceRequestByPriority you have to select the item and tick the s Visible option for it to ServiceRequestsByStatus be displayed ServiceRequestByMonth The Add button allows you to add another item into your dashboard list As you have seen in the examples above you can modify some of the items to display different chart types and es possibly filters such as date ranges You might want to create a oe NOMON dashboard item that duplicates an items function but uses a Save Changes Undo Changes different chart type or date filter range f Dashboard Item Selector rye Please select a Dashboard Item Take for example the Request by Status you could have two charts side by side in the dashboard The first displaying the last 3 ActiveServiceRequestTotalGauge months data whilst the other displays the trends over that last year ActiveServiceRequestByCat ActrveServiceRequestByPronty ServiceRequestsByStatus ServiceRequestByMonth 22 CSE Service Manager Administrators Reference Manual V4 Your Dashboard Items From the item selector pick ServiceRequestsByStatus and then ActiveServiceRequestTotalGauc click the Select button ee ActiveServiceRequestByPron
31. and urgent response level e Hardware NORMAL SLA which handles the remaining hardware related service Requests and which can be scheduled as per normal CSE Service Manager SS Preferences SLAs Q o H Z T id Slas Measurements E Measurement Items The next step is to create these SLAs and to do this expand the Preferences section of the main menu and click the SLAs option Main Menu H Admin Portal f wie P Add New SLA Edit SLA Delete SLA Preferences alll Pi X Name Updated Updated By a Downloads Default 23 08 2011 14 34 59 SYSTEM Next click Gpsdinewsta the button gt Edit News ep Knowledge Base B Messaging E Portals 3 Service Desk Settings lid SLAs we User Management 70 CSE Service Manager Administrators Reference Manual V4 Now enter the name that you wish to call this SLA Then V gt kV CT repeat the process adding the Hardware Critical Urgent l and Normal SLAs Please give this SLA a name OK Cancel ig Slas B Measurements Z Measurement Items The SLA table will update and display the four new Gp Add New SLA DP Edit SLAY Delete sia SLAS Name Updated Updated By Default 23 08 2011 14 34 59 SYSTEM Hardware SLA 25 08 2011 16 09 50 supervisor Hardware CRITICAL SLA 25 08 2011 16 09 59 supervisor Hardware URGENT SLA 25 08 2011 16 10 13 supervisor Hardware NORMAL SLA 25 08 2
32. are elongate legless carnivorous reptiles of the su their lack of eyelids and external ears Like all squamates verlapping scales Many species of snakes have skulls with o swallow prey much larger than their heads with their high nakes paired organs such as kidneys appear one in front nctional lung Some species retain a pelvic girdle with a pa iving snakes are found on very continent except Antarctica and on most islands Fift nd over 2 900 species 1 2 They range in size from the ti 6 metres 25 ft in length The recently discovered fossil Tit t species are non venomous and those that have venom i ey rather than for self defense Some possess venom pote ich are non venomous either swallow prey alive or kill it vi This control allows you to preview you news article The slider control at the bottom of the preview screen allows you to zoom in and out CSE Service Manager Administrators Reference Manual V4 Undo and Redo 5 This pair of controls allows you to undo and redo do the last editing operation h a aj Cut Copy and Paste These controls allow you to select objects within the editor and cut copy or paste If you wish to paste text from an external source such as a word document you have to use the shift insert keys This works only for text you cannot paste images using this method a Search This control allows you to search for words oy nn may ee a contained within the news article S
33. beside the image Clicking on this removes the image from the banner BG Colour Background Colour allows you to specify the background colour that will appear in the column However it really only has any use if no image is specified in the column The same basic principles apply for the remaining column except that you will notice that column 2 has no width control That is because it size is set by the width settings of columns 1 and 3 respectively Also images contained with column 2 need to be in the style of a ribbon in order to work properly When you are happy with the results click the Save Changes button You always have the option of reverting back to the system default banners by clicking the Restore Header to Default Settings link 34 CSE Service Manager Administrators Reference Manual V4 The End User Portal settings are slightly different This is because when somebody logs in as an end user they do not have access to the dashboard Instead the start page can contain a message This message can include images as well as text and can be customised and branded as appropriate You can also include messages such as simple operating instructions End Users 4 gt amp SDUsers MOTE O Portal ETS Service Manager End Users Last Updated By Administrator Last Updated On 06 04 2010 10 37 LA Save Changes A Undo Changes Settings Wu G End User Portal Settings L When a user adds notes or at
34. button in the toolbar will allow you to select the printer that you want to re direct the output to mld Acrobat PDF file CSV comma delimited Dii Excel 97 2003 Rich Text Format Jil TIFF file l Web Archive d S XPS document 01 09 2011 12 19 In this example we have renamed the report name and title to more accurately describe its function We have selected the Hardware category and left the others to the All SubCategories and All Third level Categories We have selected the date filter to extract details for the last month Report Viewer gt w a QODIK lt 1 ofipagss gt X ea last month Last Month 01 08 2011 31 08 2011 Generated on 01 09 2011 12 33 17 Category Filter Hardware All SubCategories All ThirdCategories SubCategory Opened SRs Closed SRs Total Opened Closed Curric 2 0 J Workstation Projector 1 0 1 Server 4 1 5 T Total 7 1 8 Top 5 SubCategory Clicking on the Save toolbar button will display the available document formats available Simply select the one you want and then select the file name and location to put the output file When you are happy that the report is functioning as you want and you have configured the filters click the Save button to commit the report to the system You now have a report configured that you can revisit as required 115 CSE Service Manager Administrators Reference Manual V4 Once you have created the repor
35. can be allocated to tasks that are specific to the Service Request The Service Manager Administrator uses the system to book and schedule activities for the support desk technicians These activities then become linked to the Service Request permanently Activity Username Start Time End Time Total Description Install the Elkro ict e jenkins 12 03 2010 08 30 12 03 2010 12 30 4 00 in the Art Departr on the Amin desk TOTAL 4 00 133 Asset Det Asset Selection Som CSE Service Manager Administrators Reference Manual V4 service Request Resolution The Service Request Resolution is used to document how the issue was resolved You should try and avoid simple one word answers as this somewhat undermines one of the main purposes of Support Manager which is to provide a repository of knowledge to ensure that similar issues can be resolved quickly You need to remember that whilst resolving a particularly difficult issue the next time it occurs the task may well be allocated to a less knowledgeable technician and it is your notes about how to resolve such issues that will be of immense help Service Request Solution The Resolution and Solution are on the face of it somewhat similar but there is an important difference the solution would normally be published to the original requestor but the resolution is hidden from the requestor This is because the resolution will often contain more technical or complex information or
36. in their ability to deliver efficient service levels to end users Getting Started with SLAs By default Service Manager has one predefined SLA and all incoming service requests are assigned to it This SLA cannot be deleted Think of the Default SLA as a switchboard its primary purpose is to filter and pass service requests on to other SLAs that you define The default SLA has a default routing rule applied to it all categories of service requests entered by any end user are routed to all service desk administrators This default routing rule is always active and the rule itself cannot be deleted There are no pre defined escalation rules applied to this SLA Any service request entered into the system will therefore automatically be assigned to the Default SLA and the service desk administrator users will have the service request routed to them No other automated actions will be performed unless of course you add your own routing and escalation rules 66 CSE Service Manager Administrators Reference Manual V4 Planning The first task is to analyse the structure of your Support services and determines just how many SLAs you might need to create For instance you may identify the following broad categories that need defined SLAs e Hardware issues e Software issues e Internet issues e Printing issues e Change requests create new user change password install new software For the purposes of providing an example to
37. issue Service Requests can also be automatically assigned to specific Service Level Agreements The SLA specifies what happens when a call remains unresolved and needs to be escalated The system has multi level notification features that enable you to send service desk requestors and responder s emails whenever a Service Reguest has been raised modified or closed The notification system will Support instant messaging and in future be able to generate and send SMS text messages The default installation of the Service Manager provides you with the basic template needed to get started Over time you will need to add to and modify Service Manager in order to tailor the system to your way of working Screen Size service Manager does take up a lot of screen space We would recommend a minimum resolution of 1024 x 768 You can also use the IE zoom out feature and make the display slightly smaller we have found that on the 1024 x 768 resolution that a custom zoom out of 85 works well giving good visibility in terms of the dashboard and Service Request Tables 11 CSE Service Manager Administrators Reference Manual V4 User Interface Primer service Manager will automatically display the portals that your current login account is authorised to view Anybody who has been assigned Service Manager Administrator rights will automatically be re directed to the Admin Portal But you will also be able to access the standard Service Manager Po
38. look at this later The second is that a notification is sent to the requesting user by email If the end user updates the service request an email is sent to the assigned technician informing that the request has been updated Service Request Attachments Attachments allow both sides to attach files directly to the Service Request From the end user s point of view they could attach screenshots of the issue they are having which can be useful in terms of understanding error messages Equally as technicians you might like to send the requestor a diagnostic utility to use To add files click the Add Attachments Add Attachments pp Print close Request gf Update Re button and then browse for and select the file that you want If you need to attach more files click the Add more files button Selected Files ictocsv 27 19 KB X When you have made your selections click Total 0 2 19 KB the Upload button Add more files Upload Cancel After the files have been uploaded the files will appear under the attachments field within the service request Fes F 3 Fag i fas Ar k Lar pS Ai pay E k 5 a E Aj F ar 2 Oe Iwuau adm 53 16 KB aadmfries ini 81 Bytes cse ad 135 05 KB Attachments conf adm 39 33 KB You can open and save these attached files by double clicking them and selecting the appropriate option service Request Activities Activities provide a method by which technician resources
39. month s service requests You can select filters by accessing the corresponding list box and selecting the filter desired The date filter additionally has a number of quick selections as well as Date a being able to select a custom range using the calendar function that can be accessed by clicking the start and end date fields Date Range Owner supervise Pate Range Yesterday Save Changes Last Seven Days fi Last Week Last Thirty Days Last Month 114 CSE Service Manager Administrators Reference Manual V4 Open Closed Hardware SR s Created By Created On supervisor Last Updated By Last Updated On Report Name Open Closed Hardware SR s Report Title Open Closed Hardware Related SR s in the last month Category Filter Category SubCategory All SubCategories ThirdCategory All ThirdCategories x Date Filter Last Month v From Date 01 08 2011 g To Date 01 09 2011 g Owner supervisor Save Changes Undo Changes View Report Share Report To see the report simply click the View Report button After a few seconds the report will be rendered and the result displayed within the report viewer window As you can see this fixed report can generate useful reports relevant to state of service requests contained within the database The report viewer and its various controls and functions allow you to print or save the report in a variety of different document standards Clicking on the print
40. order in which SLAs Escalation Rules are processed is controlled by the location of the rule in the list Rules in the list are processed by the system from the top down If is therefore possible for the escalation rules to be processed out of your intended order This normally occurs after you add a new escalation rule as new rules are always inserted at the bottom of the list You can arrange the order in which the Escalation Rules appear in the list oy moving their location in the list by using the t3 buttons located in the toolbar Highlight the rule that you want to move and then click the appropriate button to move it up or down the list D Edit Service Level Agreement gt O a KH Save SLA SLA Name Hardware NORMAL SLA Routing Rules Escalation Rules j Sp Ada New Escalation Rule Pi Edit Escalation Rule x Delete Escalation Rule 3 Name Escalation Time Escalation Level Description Escalates service requests with category Hardware with subcategory Projector with thirdcategory requested by GRP All Request U A Triggers on Creation Date HW Normal SLA All Projector queries to AV Tech 0 days 0 hours 5 mins 141 gg bri to current date duration is greater than 0 days 0 hours 5 mins change assigned to st L ALEJANDRO Escalates service requests with category Hardware with subcategory Projector with thirdcategory Bulb Blown requested by GRP All Request Users HW Normal SLA Projector Bulb B
41. requests will trigger this rule and therefore send a notification email to the service desk administrators You might consider that it is appropriate to email notifications to all service a desk administrators every time a new service request is entered by an end user However if you are operating a busy service desk where dozens of _ service requests are entered every day this could swamp administrators mailboxes with messages The problem is that if an individual starts to get hundreds of messages a week relating to new service requests It is likely that they will start to ignore them after a while This does represent something of a dilemma and you will need to consider whether this is appropriate to your operational needs All we can do is provide a basic set of rules and advise that they are used and modified in such a way as to make then usable within your organisation You can always edit any of the default rules You also have the option of disabling them or even deleting them altogether 56 CSE Service Manager Administrators Reference Manual V4 Building Service Desk Notification Rules Rule Type Because of the multi purpose nature of the notification system the rule type field specifies the general classification of the rule The list of available rule types is very extensive and covers functions appropriate to the service desk asset management and room booking functions As stated before in this section we
42. sent Now check the email account you used to check that the test email has been received If you are using external email you might need to wait for several minutes to allow for latency in the system gt Testing Outgoing Email Settings Windows Internet Explorer Once you have configured Eee ET OAR NE your options and checked that everything works click the Save Changes button Testing Outgoing Email Settings SF Ser esk idesk rnbbies k This is a test email from Service Manager 104 CSE Service Manager Administrators Reference Manual V4 Preferences Messaging Inbound Emails An innovative feature of Service Manager s messaging system is its ability to pick up emails and automatically enter them as service requests The system is very flexible and provides multiple protocol support and multiple inout account streams Multiple input accounts are a unique feature in that you can feed in email requests from multiple external email accounts This allows you to publish several email addresses that end users can post to each account for a different purpose For instance you could publish an email address that parents can use to report issues directly to the school s office staff The system can then pick up emails sent to that address and automatically enter them into the database re directing them to someone in the school s office to process The system supports POP3 IMAP EWS2007 and EWS2010 POPS Post Offi
43. service requests are escalated as part of your SLA regime Finally if you need to delete an entry from the table simply click the Delete link against the appropriate row Why add to the priorities list There is a reasonable case for additional priority levels in order to match the needs of your environment One of the key features of the CSE Service Manager system is its ability to allow its function to expand beyond the traditional IC T based service desk system CSE Service Manager Administrators Reference Manual V4 glance that an SR is closed Creating specific priorities and selecting colour codes can be of great benefit in highlighting service requests within table views For instance at CSE we use different priorities and colours to assign to certain type of service request so they stand out We have a priority called SR Closed highlighted in dark blue so within a table view of all Service Requests on our system we can see ata ne of our TerraStations is beeping and has a disk error Hardware In Progress L Greenway High 22 hours ago CSE Technical Support SLA e need a new keyboard for HP ProBook 4530s Hardware Closed L Greenway ISR CLOSED 23 hours ago CSE Technical Support SLA zeen has lines all over it Hardware On Hold L Greenway ow 23 hours ago CSE Technical Support SLA xeen has multicoloured lines on it Hardware On Hold L Greenway ow 23 hours ago CSE Technical Support SLA DD needed Hardware Closed L Gr
44. soon as an end user responds to a request for more information The correct way to do this is to set the system to change the request status to open after a note or attachment is added Portal Copy and Paste To make life easier there is a facility that allows you to copy and paste the headers between the three different user portals Simply select the header click the Copy button Then select the portal that you wish to update and press the Paste button 35 CSE Service Manager Administrators Reference Manual V4 Preferences and Service Manager Settings Service Manager Preferences is where the main service desk configuration is performed Across the top of the window are various tabs each one linking to a separate service desk setting functions Service Manager e 2012 2 1 0 x User supervisor Preferences Service Desk Settings Computer cse accounts 172 16 1 148 Q d hH A i Ww General e Categories P Priority Custom Fields Routing Timers IB serice Hours v e Admin Portal Preferences a Last Updated By Last Updated On Asset Manager Settings New Service Request a Downloads Default Category Edit News Default SubCategory 2 Knowledge Base Default ThirdCategory fe Localization Default Priority B Messaging L Allow Attachments tbh Notifications Filter a lt MaxFileCount 3 Service Desk Settings X i MaxFileSize 1 000 000 bytes Bsus MaxUploa
45. use the Schools Home Access Portal SHAP Resolution SHAP authorisation required Keywords KBLS Download Files CSE Workspace Explorer Staff Manual 3 25 MB Comments Comment 97 CSE Service Manager Administrators Reference Manual V4 Preferences Knowledge Base A properly maintained and managed Knowledge Base can form a cornerstone of a good service desk It provides a place where solutions to known issues can be posted enabling end users to self help in terms of looking up issues that they might be having Not only does this benefit the service desk responders in terms of workload but it also importantly means that the end users can rectify issues themselves much more quickly than waiting for service desk responses to be posted back Knowledge Base articles can be generated either by adding them manually into the system via the admin portal or by adding resolved Service Requests directly into the database In addition KB articles can be linked directly to files in the download section CSE Service Manager Version 1 0 0 3 a f User Administrator Preferences Knowledge Base Computer WILLOW nibbles local 127 0 0 1 Preferences wy LP gt Preferences Menu o Last Updated By Administrator Last Updated On 18 02 2010 10 04 er User Management l Knowledge Base Settings 3 Service Desk Settings When closing Service Request ask whether to add to K
46. work through we will look at the way we might create an SLA that deals with hardware issues If you sit down and analyse hardware related issues you are likely to come up with a scenario that is not dissimilar to that described below e There are certain pieces of equipment that are mission critical and without them the day to day functioning of the school is in risk Obviously any server failure will fall into that category but the bursar s or head s PCs may also fall into that category e There are hardware issues that are likely to cause major disruption to the process of teaching within a classroom Whilst these are less urgent than the issue described above they still to be investigated and resolved quickly e There are much less critical issues that can wait a longer period before being investigated For instance one computer in a classroom is not working and whilst this might be inconvenient it is neither critical nor urgent as there are other computers available that can be used We have therefore identified three priority levels when it comes to hardware related issues There are probably more that could be defined but for the purposes of this illustration we will stick with these examples We have here broken hardware related issues into three categories Critical Urgent and Normal This is a starting point from which we can develop a series of hardware SLAs 67 CSE Service Manager Administrators Reference Manual
47. working on to one of your printers Save allows you to save the dataset you are viewing to disk Full Screen switches your browser into full screen mode 12 CSE Service Manager Administrators Reference Manual V4 On the left hand side you can see unpinned Main Menu and News objects You can pin these objects to margins of the screen in order to make more room available for the main task windows Main Menu g eee f Clicking on the small pin icon docks or docks the object The icon will change the pin pointing to the left means that the object is pinned to the side The pin pointing downwards as shown means the object is unpinned The undocked objects appear as tabs running down the left hand side of the Service Manager window Admin Portal You can expand the object by moving the mouse over the required tab The objects will then slide out and expand to its normal size When you move the mouse away from the object it will slide back into the screen margin Technican Portal Menu x By clicking Technician Portal Menu the small down arrow icon you can access 9 service Hil V Floating additional menu display functions A Dockable gt Reports The Floating menu option creates a menu Mae 9 Know that can be positioned anywhere within the Downloads console screen It will always sit on top MySettings The Dockab e option allows you to drag the menu to any console screen margin When
48. x Delete Category ape New SubCategory Category Name Quarantined Requests Message Template When a new service request is opened in this category this a new s template will populate the message field automatically The template will be applied to the subtree of the current category This category is hidden from general users Service Requests used for testing or entered in error should be added to one of these categories The Access Control List restricts who can see and use these kategories L Visibility Show for all users Copy Show for Selected Users only _ Browse Service Manager Users a Name z To add users to the visibility list click the Add button FETE then select the users from the list that appears Note SDAdmin that there are two pre defined groups A Admins linea and All technicians together with all the SDUsers supervisor T Saxby service Manager T Townsend individual users who have been granted access to V Jackson select those users from the list shift click to multi to start again You will need to click the category Save Changes button to write your selections into the database You will need to do this before you gain access to the Copy functions The copy visibility functions apply your selections to either just the subcategories below or to all nodes Sub Categories and Third Categories 41 select and click Add to commit the ch
49. your personal preferences The Page Layout section allows you to define the number of rows and columns The Show Grid Lines tick box switches on grid lines within the Dashboard frame which help you align the charts within the display space While you can define multiple frames the effective maximum is 2x2 greater than this will tend to squash the display making the charts difficult to read Below you can see the Dashboard configured in a 2x2 format with the grid lines switched on In this situation we have three charts being displayed the bottom chart is configured to span both columns 19 CSE Service Manager Administrators Reference Manual V4 Dashboard Frames Beshboard item Conf R Technician Portal W Technician Portal Menu gt 9 Service Desk i Reports Bp Knowledge Base Downloads MySettings News 4 meerkats Posted by Administrator Start Date 08 03 2010 The meerkat or suncate Suricata suncatts a small mammal is a member of the mongoose family Me Check to vew News Item mice Posted by Administrator Start Date 08 03 2010 A mouse plural mice is a small mammal belonging to the order of rodents The best known mouse 0 A a gt Active Service Requests Active Service Request By Priority i 25 Legend E Priorities 207 Dashboard Settings 9 Updated 3 15 2010 8 14 20 AM Page Layout Rows 22 Columns 25 Vi Show Grid Lines You
50. 011 16 10 27 supervisor Configuring the Default SLA to route Hardware Service Requests to the new SLAS The first step is to configure the Default SLA to route all hardware related Service Requests to the newly created Hardware SLA Simply double click the Default SLAs table entry or highlight and click the Edit SLA button The SLA details open up on the routing rules eset ons page As this is the default SLA there is a Meh herrea 3 default routing rule defined A explained 5 earlier you can neither change nor delete this default routing rule To change the order in which these rules get applied then please Create f z use the routing tab under the Service Desk Settings section Last Updated By Administrator Last Updated On 28 01 2010 11 47 EREE If you examine the details you will see that Rule Name Default From Request User Route Request To j Category All Categories amp All Request Users amp amp All Admins any Service Request entered by any of your Subcategory all SubCategories valid service desk users will be routed to all nen Se your service desk admin users Assign SLA Defaut This is a catch all routing rule as it ensures that no matter what happens Service Requests become visible to all the defined service desk administrators and this is why you can t alter or delete it 71 CSE Service Manager Administrators Reference Manua
51. 03 2010 Expired mice A mouse plural mice is a small mammal belonging 08 03 2010 11 03 2010 Expired meerkats The meerkat or suricate Suricata suricatta a small n 08 03 2010 12 03 2010 Expired 84 CSE Service Manager Administrators Reference Manual V4 The news editor is a general purpose rich text and graphic system with basic formatting control The Jit e Text box is where you input the title message that is specific to this article The Start Date is where you can specify the date that the news article becomes active and therefore visible in the news menu enabling you to create articles ahead of time Below you can specify that the article expires and specify the date You can then select which category of user Administrator Technician or End User who will see the publisher article Flagging the article as Urgent marks the article and adds a visible marker to the news page that is designed to draw the end users attention to that page The main portion of the Add News Item frame is the text entry box and above that the various editing and formatting controls Import Rich Text From t Toolbar Controls HTML ol Import This control allows YOu to import HTML XML and Plain p style margin Opx gt lt span gt Snakes are elongate legless a j j j carnivorous reptiles of the suborder Serpentes that can be lt Text directly Into the editor span gt lt span distinguished from legless lizard
52. 1172 16 1 114The machine is CSE Service Desk Wed 31 03 making more noise than ever before so much so can no longer tollerate it in A Se Request has been undated the classroom So it has been uplugged and removed to the store room Tm now Ej CSE Service Desk Wed 31 03 SEY eee eS ee Thank you The notification system is a very powerful tool to enable you to generate automatic email notifications to both Service Manager technicians and end users keeping all parties informed of the progress of their Service Requests Whenever you make changes to the standard email templates please remember to press the Save Changes button Finally you will need to go to the Preferences Service Manager Settings oF Slas Y Timers W Email notification on new Service Request with priority gt Ute pa General tab and select the Email options raa Image Files gif jp9 joeg png I oif jp9 joeg png Text Files txt Oct All Files that YOu want the system to use MaxFileCount 52 MaxF ileSize 10 000 000 bytes MaxUploadSize 20 000 000 2 bytes I Email notification to administrators when a Service Request changes Wi Email notification to AssignedTo when a Service Request changes i Email notification to RoutedTo when a Service Request changes Email notification to end user when Service Request lv Changes status Save Changes Undo Changes 63 The option setting allows you to create a cus
53. 3 Min represents the top left position in the 2x2 split display frame Row and column span settings allow you to extend and stretch the graphic into an adjoining row or column We will look at these later on in the chapter The Is Visible switch allows you to control whether this graph is displayed within the dashboard Below are the gauge specific controls Gauge Max sets the total value that is to be displayed each unit represents on active Service Request Radial 1 Min and Max configures the total number of units that are marked in green Safe Level Radial 2 Min and Max configures the total number of units that are marked in yellow Alert Level Radial 3 Min and Max configures the total number of units that are marked in red Warning Level In normal operations the number of active calls open should be in the green arc This will typically show that the technicians are in control and dealing with the service requests as they come in If you start hitting the yellow arc this could indicate that things are getting out of hand and more resources may be needed in order to resolve on going issues Hitting the 18 CSE Service Manager Administrators Reference Manual V4 red arc means that technicians have lost control of the requests and some serious action is going to be needed in order to resolve issues Look at the example below where we have the gauge set to display a max of 100 open calls normally we wo
54. 6 Dashboard Cha g Kaen enor erat rene a E kf Ee 18 Active SEIVICG IA COG SIS ennn a cola scaadeien e E TE EE 18 Active Service Requests by Category ssiscsrirrrirsnirririrrairrarrorrirarroariotrarsnarenrrrsrant 20 Active Service Request by Priority nats cuiulsnucis swssoute a ebntucustnialacwtudedady seniucigsubebadseamlaeswbadudesel 21 ploy 0 1S HOY ola lU e E A a A ee er ee 21 Total Requests by IOI Uae ecco ee chee says Um bute etceb penne Sept rirerire rrt rwhaacoae tannin Ue Rlevoteaet at 22 Other Basnpoard COMM Ol Scans tet annssanauceasausvaraiecatsedansalleaaceeciieanoeeherasauennmgeeeaaen 22 service Manager Admin Preferences M nu ccccccecccccsseseceaeeseeseeeseseeeeseesaeeeseseneesensaes 24 Freletences Localisall Orern eminent eE n E A TETE Ea aA 24 Preferences User Management ss nessnnuesrinsrrrresrrrerrrrrrrrresrrrrrsrrrrsrrrrsrrrresrrresrerrerere 25 Adding Users GroUpS ess sessrsussrrrsrrrresrrrrsrrrrrsrrrrssrrrrsrrrrsrrrrsrrrrrrrrrerrrrsrrrerrrrrrsrrreni 25 Grandlar ACCSSS COMO lies putes h acetate ra N E E EA 27 Usergeneral SOU ING esane e E E E sido 31 LSS FUSTO iieis aai o ttn nn cle cada a ede ee A E ea A nde el 31 FO ere E ee Or ne A ee ee 32 Portal Copy and Paste iets eer gears oar ceecorae dg nis yoaelars caeeane aes nonetacun Ua eden Caenes vere aneesaun imate endiee 35 Preferences Service Manager Settings ccccccccccsecssesecsceeeeeseeeseceaeesecsaueseseeseseseaeseesags 3
55. 6 Preferences Service Manager Settings General c ccccccecccccsseseceaesecsaeeeseseueeseseaeerensags 36 Preferences Service Manager Settings CateQories ccccccesseccsccsseseesseenseeeesseeeeessesseees 38 PLC CHING Anew Caleg yanana E neshinaal Muster athicudsceh elas eisai 39 Adding a new SUG OY a aes akedeal ccnos Stes nlp eaainn nates eae cannon vanes ance nace vetoes 39 AOI HIRE Gale GOSS sirana ORS arial aaart even a a a ads tare ts 39 CHIE GS JO CONTOS oid cies west E hen Mots insurer sei eeu clon dase eaben ave ue taaney camara nid aats 40 Category Visibility ang ACCess Conto arrien A T 41 Preferences Service Manager SettingS PriOrity cccccceccccssseseceeeeeessueeeeseueesessaeeressaes 43 Why add to the priorities list 0 ccccccccceeeeeceeeeeeeeeeceeneeeeseeeeeaeeeeeaeeeesneseeseeeeeaeeeeeas 43 Preferences Service Manager Settings CUuStom Fields ce cccecccceeeeeeeeeseeseeeeeeeeenans 44 Preterences Service Manager SettingsS ROUTING ccccccccecccceseeseceseseesaeeeeessueseseaeesensags 46 Creating a NOWROUMO RUG inneke an aT A E E AN 48 Preferences Service Manager Settings TiIMers ccccccccsesccceeeseceaneseceaueeeeseneseseaeerensags 48 MITT NS MDS UEC aeaa ucm ane neantatn ea maoruec nee a a 50 LOC ODOT r a E A E weer ener eee 50 Creating your own timer using the LOGIC Builder ssssissssiinsssrrrssrrnrrrrrerrrrerrrrerrrrree 51 HmerBeStClon Ser cian sate teen aa A E 52
56. 96 CSE Service Manager Administrators Reference Manual V4 SE Category Selection knowledge Base Results If you skip to the Service na Title Created On Rating ViewCount Manager KB and search Subcetegory i silica PE through the Software and ARER Eni Workspace Explorer KB All ThirdCategories articles you will see the three articles we linked our reported getting not zuthonsed when logging download file to T Search Knowledge Base Pp OBA Portal an error saying UF Popular Knowlegde Base Articles KB14 Home Access KB15 Mot being able to login from hon KB16 Home Access Portal Natwork ru Ty New Knowlegde Base Articles KB16 Home Access Portal Natwork ni KB15 Not being able te login from hor KB14 Home Access Double clicking one of the KB articles Mnowladge Baan Asticle Details displays its contents i Note that towards the bottom there is a sir cute link to download the file from the A aia mica f Description download section pt Some users have reported getting not authorised when logging into the schools home access portal Cause Clicking the link will allow you to open Account has not been authorised the file directly in the case of a Solution document or save the file to a local Students and Staff must sign and return the Home Access Agreement i Without this document the end users account will not be suthonsed location for later use to
57. CSE Service Manager Administrators Reference Manual V4 CSE Service Manager Administrator s Reference Manual V4 10 June 2012 This new release of Service Manager introduces the new Asset Manager and Asset and Room Booking systems Whilst these are effectively separate modules the systems are integrated and there are areas where there is some considerable crossover and common functionality that is shared across the platforms For instance a service request can now directly link to an asset If there is a workstation problem the service request can now point directly reference the station using the asset database This allows the service responders to quickly pull up all the data relating to the asset whilst dealing with the problem Also when somebody books a room they will be able to see if there are any issues with the equipment in the room before making the booking So if the projector is broken they can see that and perhaps decide to book another room with a projector that is working Service Manager Enhancements We have taken the opportunity to make a number of improvements making Service Manager even more adaptable to the requirements of our customers User Management A number of customers requested a feature that allowed much finer control over the service management functions available to end users User management now allows you to manage your various user types in much greater detail Individual features
58. Fax Machine Error 1005 Peripherals Fax Machi button in the toolbar You will see the progress of the keia Home Access Software CSE Work file upload as it takes place When complete close the ed SOS eiaa KB16 Home Access Portal Network not found error Software CSE Work form Add Selected KB Article s 95 CSE Service Manager Administrators Reference Manual V4 When you look at the download section within an appropriate Service Manager Portal you can see all the downloads your login user is allowed to see Category Selection Download Results Manuals 9 T Search Downloads 9 Download s Found The various filter controls and search capabilities ensure that you can quickly narrow down your search for files GY Popular Downloads CSE User Manager To access a particular download simply double click its header J New Downloads Notice that there are links added that will redirect you to the associated KB articles Clicking on ie these will take you directly to the appropriate KB CSE Workspace Explorer Staff Manual article ae ee Description All Instruction Manuals The rating system depends upon the end users clicking the Download was helpful or Download was not helpful links This helps in terms of ranking cre downloads and KB articles for that matter so Download CBpownioad was helntut GJoounioad was not heft Y popular subjects are highlighted and more easily arene found
59. Insert nk or bni cause painful injury or ded H arity ire je prey alive or kil vie cons URL http support cse net co uk CSE Support Website Insert Close To follow links within news articles you need to click the link whilst holding down the Ctrl key This opens a new browser window Select files to upload CSE Service Manager Administrators Reference Manual V4 You can upload and use most graphic file types typically JPEG GIF and PNG You can upload multiple image files if you so wish simply keep adding files as needed Selected Files snake jpg 26 55 KB X Total 0 26 55 KB Add more files Upload Cancel When you have the images you want click the Upload button Insert Cancel E err rer Once the images have uploaded you will see the thumbnail select the image you wish to insert by ticking the Select box You can insert more than one image at atime Simply click the select box against each image you want Then click the Insert button to complete the process Upload Done Document Preview gt ae E A Browse Cancel Insert Cancel Srakar are Porge egess Carmivorous repties of Te tubOder Secpevtes Patian De Cstrgueres fom tn mega Oy thelr ck Of Gy ONCE BNC GOTA eaa LO pi pquamaier pakes are ctoTNeT mC armnicte vecteDrses Covered in Overapeing Scales Mary species of natas Nave SKIS WHT many more jonts Pan mer are ancestri eratin
60. LVED This escalation rule simply tracks when the Service Requests status changes to C osed When it does this an email is automatically sent to interested parties to tell them that the issue has been resolved and the Service Request is now closed Notice that the escalation level has now been set to level 119 Notice that we have set the escalation level to the top value we assigned to this SLA By doing this we have provided space to insert additional escalation rules later on Watching what happens to an Service Request as it is escalated amp View Service Request Curric users data server offline Om Mada note S Ada attachments Gp Print close Request g Update Request One of the impressive features of the CSE Service i Add Resolution lig Add Solution at Add Activity Pi Add To Knowledge Base Desk system iS the way it keeps a complete history of Current History Notifications Timers i i be ae 5 all Service Request interactions including automated Request User supervisor processes such as triggering escalation rules Subject Curric users data server offline Cat Sub Third Hardware Server None Change Created Date 30 08 2011 13 33 36 20 minutes ago The first indication is to look at the Service Request Last Updated 30 08 2011 13 49 04 4 minutes ago a ee itself here you can see the currently SLA applied SLA Hardware CRITICAL SLA and the current escalation l
61. Reports Open Closed Requests Per Priority Open Closed Requests Per Priority The Open Closed Requests Per Category report simply cendon ee Created On 01 09 2011 13 52 generates a report based on the predefined Service _ a Desk priority levels The only filter available relates to the date range that the generated report will cover Owner supervisor Save Changes Undo Changes View Report Share Report Open Closed Requests Per Priority Date Range 01 08 2011 01 09 2012 Genersted on 02 09 2011 13 55 30 The rendered report will look similar to this example Priority Opened SRs Cored SR Total Opened Closed o a w r Ca N w n N N 0 0 0 0 i Top 5 Priority 116 CSE Service Manager Administrators Reference Manual V4 Open Closed Requests Per User Type Open Closed Requests PerUser Type Created By supervisor Created On 01 09 2011 13 58 Last Updated By Last Updated On Report Name Open Closed Requests PerUser Type Report Title Open Closed Requests Per UserType Category Filter Category All Categories v SubCategory All SubCategories hd ThirdCategory Ali ThirdGategories x UserType Filter End User X Date Filter Date Range gt From Date 01 01 2011 z To Date 01 09 2011 m Owner supervisor Save Changes Undo Changes View Report Share Report Open Closed Requests Per User Type allows you to generate reports that detail the use
62. S sh wetter anal a E T E T Min eed Sees 82 SLA Escalation UIE EJN eei n los ecaecc eee aioe 83 PRC Te eMC es ING WS etal teen en head wi a a ean caisson abet odan a bape eae asa aa eas 84 Adding a News ATICIE 2 5 crt Anata iver nals dena a a aAa aa a aiaa 84 TOAD T G16 11146 araea aa eT nee near eee kee 85 WEEROM TNO CONTOS ena eaten tee regu etree mS SLO er enya oneo Det RT Ree ee Ree EE 91 SSI GMC CK CN iiscaee ies oiice 0s eaulac aac aes raged cise antes oehaa Gi eetdtnc aera taeda see 91 Eding a EXISUNG NEWS AMIC acca cats h acto terccom er e E TKE E eects 91 Purging EXPEC NOW S ecien a a a ea ea ia 92 PECICFCHCCS OWI GAGs seusaauhuvitnatenatead Mnseclcutanatenlstueaseniatuntascdtensndsabsns inmunininenabwtesad tvetadentansce 92 Preferences Knowledge Base easier cee acento eed tea eee 98 KB AICI OM OlS cicero pat ocea chee enced ait ava Sera Peete ie ees 100 KB ANCEC TAD Ie tage ent hee orc tates actos eran nee eae eee ana taaee amb A 102 Preferences Messaging OUtgOIng EMalls cccccccssseseccceeeseceeeesecsaeeseeseneseseaeenensags 103 Preferences MeSSaGING INDOUNC EMalls cccccccecscseececeeseseceaescesauessessueesessaueseesanensess 105 HBOR ml ays ii ras dal ell gt sear tte treet meesegnee Pty tress Neuen ite cere t a tree PotD ent Ane enn nee Poe 105 WI DOUNGUE MAFON O mecaainiacschs rachael a A 106 setting up inbound Email from an Exchange Server cccccccecececeseseceaueseeseueesereneess 106 TO SUG HAC OIC
63. Tuesday O Wednesday O Thursday Yearly O Friday O Saturday O Sunday You need to select a Duration value we would recommend that you select a window of at least five minutes Range of recurrence No end date Start 13 09 2011 End after 10 occurrences Endby 15 11 2011 Then the recurrence pattern and date range can be selected When complete click OK to save the report to l the database 126 CSE Service Manager Administrators Reference Manual V4 The calendar view now updates to show the report schedule You can edit individual reports within the schedule simply by double clicking the corresponding entry At this point you can edit either the individual job or the whole sequence tales AD User supervisor X min Fortal Reports Computer tonys system cse net local 172 16 1 198 Q gt hH A Main Menu cane ai Add New Report a Delete Report Add New Folder s Delete Folder 3 4 Admin Portal a 4 amp MyReports Reports gt 1 Scheduled Reports n a SLAReportPerMeasurement P Knowledge Base 4 amp Shared Reports s Here you can schedule any existing reports you have or create new ones to run when you want them to a Downloads la OpenClosedRequestsPerCategory Da Week Month Timeline November 2011 4 B p MySettings 4 Scheduled Reports y l OpenClosedRequestsPerCategory Monday Tuesday Wednesday Thursday Friday Saturday Sunday o 31 November 1 2 3 4 5 t OpenClosedRE
64. V4 R Edit Service Level Agreement as oo fa iH Save SLA SLA Name Hardware URGENT SLA Routing Rules 3 Escalation Rules gt ai D A gp ad New Escalation Rule Z Edit Escalation Rule P 4 Delete Escalation Rule 3 Name Escalation Time Escalation Level Description Notification Escalates all service request types with status Open requested by GRP All Request Users Triggers on Creation Date Hardware Critical 15 Target Missed 0 days 0 hours 15 mins 101 vee Critical Hardware SLA Reminder 15 Minutes passed to current date duration is greater than 0 days 0 hours 15 mins Escalates all service request types with status Open requested by GRP All Request Users Triggers on Creation Date _ i Hardware Critical 30 Target Missed 0 days 0 hours 30 mins 102 gg ee Critical Hardware SLA Reminder 30 Minutes passed to current date duration is greater than 0 days 0 hours 30 mins Escalates all service request types with status Closed requested by GRP All Request Users ae Triggers on Creation Date oe Hardware Critical SR Closed amp Resolved 0 days 5 hours 0 mins 119 gg Critical Hardware SLA Issue Resolved and Closed to current date duration is greater than 0 days 5 hours 0 mins Here we can see that we have created three escalation rules under the Hardware URGENT SLA Hardware Critical 15 Target Missed The service level expected for critical hardwa
65. V4 Creating the SLAs Remember that by default all service requests entered are assigned to the default SLA We have also mentioned that this SLA should be thought of as a holding location from which service requests are assigned to other SLAs You should try to build structure into your SLAs as it will make future maintenance much easier In this scenario we are talking about a series of SLAs that will handle hardware related requests Above we identified three SLAs Critical Urgent and Normal but to structure properly we would propose that a fourth distribution orientated SLA Is also created we will call this the Hardware SLA This will provide greater flexibility and scalability to adapt for future requirements Hardware Critical SLA TEILE Hardware Hardware Normal SLA To explain the workflow an end user enters a service request about a hardware problem e By default the system will initially assign the SR to the Default SLA e The Default SLA processes the newly entered Service Request and determines that it should be passed on to the Hardware SLA e The Hardware SLA further processes the Service Request and then determines whether to re assign the it to the Critical Urgent or Critical SLA e There is of course a fourth option to consider and that is that the Hardware SLA keeps the Service Request to itself because it falls outside the criteria required to pass it to another SLA service Requests are proc
66. Vi wngand WAS re CHINO WII TIGL Srami E EET tate yen edbioes 53 PUMNeMGUSIOnT TIMER Ee xelMDlesixccccr elie E E 53 Preterences Service Manager Settings ServiCe HOUrS cccceesecesseseeeeeeeeeseueseseaeseesans 54 CSE Service Manager Administrators Reference Manual V4 PICICreNnGes NOUNIGANONG zcc0scencorszesenqeueienettagateustsvedaaatacatesaasitenestorecauadeus AES 55 SEMICE Desk NOMNCATOMW RUES spss ennea uree eiaa e e iea ERN 56 Building Service Desk Notification RuleS s eessnnessrnnrsrenesrrresrrrrrsrrrrssrrresrrrrerrrrerrrrrerere 57 RUS TYD Oe eea A sie asaeiaen ere eamene 57 ROE e a R 9r TAGJEr OMENAA 57 eD E e E EE E AE AAE EEE AE AAA E ETE AEE EEE A E EEE er 57 Templa okraa a E env a T el Dedan oun ual Dates 57 Nonicahgn ManagemnonNi srren A giana coeioned osaeaeees 57 NOUVEU O S in T TAA 58 IE ENADO ea AA O 58 SOVE DOSK IOO rena a a a e R 58 Notncation TSAO IAS Senare a a E a Dae 59 SS SYS 270 OM Mal Temp E ras a eT cee 61 User Defined Notification Templates iss nei cst nace niente reali betes citd vilest divas vannbissn weer ass 64 PFS Seer cigaaescredias tahiti nt a a a a 65 GENG OMNE d WIT OLAS aana a e a aaa 66 Escalation RUIS aana e a a a e ea be Scere es ee ead ew ee 69 CreatMo NEW SLAS a eile 70 MAROC R O ea r a r a a need eae 78 Creating a new Routing Rule essnnnessnnessrrnesrrresrrrrssrrrrsrrrrsrrrenrrrresrrrrsrrrresrrresrrrrssrere gt 79 FROLIC TAC SAIC NY seian ea a a A a a 81 Managing A
67. a 3 Cancel The Category list box when Ba eaeaieinenen Bokassa ENa expanded will display the available a download categories By using this feature you can categorise your bescnation Ff menu for usn a I downloads into meaningful sections Category Categories allow grouping of Publisher download files and aids in finding Licence Hardware what you are looking for Overview o Requirements Instructions Link thes download to any knowledge base article Knowledge Base Add KB Artide Remove KB Article Show Download To __ Administrators __ Technicians _ End Users 94 CSE Service Manager Administrators Reference Manual V4 The Publisher field documents the name of the publisher of the file The License field is used to document the licence restrictions requirements for the file The Overview field allows you to enter a short note describing what the file is used for The Reguirements field allows you to specify whether any requirements or conditions are needed in order to use the file For instance a machine readable document may require Adobe Acrobat Reader installed on the PC in order to view tt The nstructions field can be used to WSeiect Knowledge Base Arties to Add lt 2 briefly document how to user the file Add New KS Artcle Edit KB Article Delete KB Article ah A a Knowledge Base KB allows you to link sats hazel 4 ae EES download files with rele
68. ady been processed and automatically entered into the database as service requests If you see an email message that is obviously spam or is unwanted highlight it and click the Delete Email Item button in the tool bar If however there is an item that has not been processed because an administrative filter has blocked it you can read the email s contents and then optionally add it into the service request database by clicking the Create Service Request button and filling in the normal Service Request form Finally the refresh button will re scan the input mail boxes picking up any newly received email messages 139 CSE Service Manager Administrators Reference Manual V4 Appendix A Database Tags SRID Subject Description ModifyUser Category SubCategory ThirdCategory AssignedTo Priority Status RequestUser Solution Resolution Notes LinkToAttachments lsAfterHours lsNewSr lsSRClosed CloseTime RoutedTo LinkTOSR Customer The service request identifier The subject of the service request The description of the service request The user who modified the service request The category of the service request The SubCategory of the service request The ThirdCategory of the service request The user the service request is assigned to The priority of the service request The status of the service req
69. aff and getting them to log the requests on their behalf Usually emails that come into the service desk can be handled automatically and this is certainly the ideal method of operation However the system is designed to be flexible and you can specify certain rules on how emails are handled by the system These rules might result in messages being held within the mailbox and therefore not processed This interface provides you and designated technicians access to the incoming mail boxes so that the message queues can be handled manually This allows emails that fall outside your automated handling process to be reviewed and processed as required Messages that remain in the inbox are either waiting to be processed or have been blocked somehow from being automatically processed This may be by design since the administrator can filter out messages based on the contents of the subject field so any messages you find in the inbox have probably been blocked You should look at these and either pass them for inclusion into the database or manually delete them Remember It is quite possible for these incoming email streams to receive spam just like any other email account In the example above you can see three incoming email streams The interface presented closely matches the standard email interface that you will be familiar with but in this case we can see that there are two messages in the Deleted Items folder These are emails that have alre
70. ange or Close Visibility _ Show for all users Copy Show for Selected Users only T Saxby T Townsend Add Remove CSE Service Manager Administrators Reference Manual V4 se A ne Catone If you don t copy the selected users you ious will only have access to the top level category However you can still drill down the other categories and apply specific rights to them gt Departments 4 kW Save Changes JG deere SubCategory ap 444 New Thirdcategory gt Furniture 3 SubCategory Name Testing Requests gt Network Equipment 4 Visibility Show for all users gt Peripherals 8 y Cop Show for Selected Users only gt ODY gt Servers 5 gt Software 6 bility from Parent T Saxby bility t fl chi node gt Telephony Voice 4 Add gt Tablet Computers 3 4 Quarantined Requests 3 Remove Testing Requests 0 Requests in Error 0 Unclassified 0 In this way you can apply specific permissions to view and use Categories Sub Categories and Third Categories to select groups or individual users The Show for All Users option provides a short cut way to add all your Service Manager users to be able to see and user certain categories Again this should be used in conjunction with the copy visibility functions to extend the settings to structure below A common mistake is to forget to switch on or copy visibility rights within the category structures you create This hides all or
71. arameters required by this download E g ne The name is the field that describes ji OOo j the content of the download file It is ee CT the main display name used by the ee download system and is also used by ad the inbuilt search function to aid users _N CO find downloads files quickly M Overview f frf Save Download File Requirements Instructions Link this download to any knowledge base article Knowledge Base Add KB Article Remove KB Aricie Show Download To Administrators Technicians End Users 93 CSE Service Manager Administrators Reference Manual V4 BF acd New Download File EA ojos Fics 6 i frf Seve Download File Icon F one fie Se Descnpben Category Publisher Overview Requirements Instructons Link this download to any knowledge base article Knowledge Base adda Adica Show Download To Remove KB Aroche Technicians _ End Users _ Administrators Alongside the File text box is a i button Clicking this Browse opens a file selection window that allows you to search for and select the file you want to upload into the system P Add New Download File lia Download Files 5m Description allows you to enter a plain li h Save Download File text description of what the file contains and how it should be used Nama Webspace Explorer Staff Manu
72. are only interested in circumstances relating to the management of service requests In this case the rule type is Service Requests Name This field is fixed and when a Service Request rule type is selected it will be set as Service Request You cannot edit or change this Trigger Criteria There are four trigger criteria related to service requests e Service Request Creation e Service Request Creation Priority gt e service Request Modified e service Request Modified Fields We will look at each of these in more detail a little later Applies To This allows you to manage the context applied to the triggering mechanism There are three options available A Asset Category and Classification e A as its name suggests applies to all service requests entered e Asset Category is not appropriate in this setting as it applies to the Asset Manager system e Classification is not appropriate in this setting as it applies to the Asset Manager system Template This allows you to select the email template to use We will look at email templates in greater detail later but in essence the template is the body of the email message that will be sent Notification Management This allows direct access to the notification management controls which we will look at later in the manual 97 CSE Service Manager Administrators Reference Manual V4 Notify Users This allows you to select the users or groups of users that os Not
73. assifications Administrator Technician End User there is no need to do this as it serves no real purpose By convention the user types inherit from the top down access Type service desk Administrators have all re _ Is End User the functionality of Technicians and Blue Coat Schoo f Add Users amp Groups End Users Technicians have the same functionality as End Users sovser Access Type _ Is Administrator _ Is Technician ri Is End User Blue Coat School Y 26 CSE Service Manager Administrators Reference Manual V4 The system will now display the appropriate users assigned to each classification to view simply click the appropriate header found in the menu on the left hand side of the portal Management Add Delete Disable View Copy Paste ccess Users amp Groups Blue Coat School Portal Technicians lt amp Users 9 Portal E Settings gt amp SDTechs j 7 ee Service Manager Technicians Drag a column header and drop it here to group by that column i i vi o o i 00ra g wd Administrators amp Technicians s End Users Granular Access Control Tom Michael Mark Leon John Jason Disabled Y IsAdmin Y IsTechnician Y IsEndUser Y Blue Coat School Y First Name Y Last Name Y Townsend Graham Land Greenway Eccleston Bowyer Display
74. ated with the service request Timer5 Value The value of the timer associated with the service request Timer5Code The code of the timer associated with the service request system Mail Templates There are six pre defined Service Request email templates available by default You cannot delete any of the system notifications but you can edit the template System Notifications control system events For instance when a request is first entered or when a requests status field changes You need to enable each of the templates that you want to use by selecting the Enable Email option We would recommend that you carefully consider the various options and only switch on those that will be most useful to you Otherwise you do run the risk of a situation where too many irrelevant and unhelpful email messages get sent Here are the templates the system will use to notify users SYSTEM Can be edited but not deleted On New Service Reguest Admin USER Can be edited and deleted Template Name On New Service Request Admin 3 Email W Enable Email This email will be sent to Service Manager Administrators whenever a new Service Request is raised Subject A New Service Request has been opened Body Subject Subject Description Description Category Category Sub Category SubCategory Third Category ThirdCategory Assigned To AssignedTo Priority Priori
75. ators Reference Manual V4 Dashboard primer When you log on the first screen that you see is the Service Manager Console Dashboard The aim is to present a series of charts that display the state of service requests currently active on the system You can customise the information displayed within the dashboard to meet your own preferences You will find a dashboard settings tab on the top right hand margin of the display This tab works in a similar fashion to the Portal Menu and News tabs described earlier in the manual To expand the Dashboard Settings menu simply hover your mouse over the tab Dashboard Settings 4 Updated 3 15 2010 8 14 20 AM Page Layout Rows 2 Columns 1 _ Show Gnd Lines Your Dashboard Items ActiveServiceRequestByCat ActiveServiceRequestByPrionty ServiceRequestsByStatus ActiveServiceRequestT otalGauc ActiveServiceRequestByCat ActiveServiceRequestByPrionty Save Changes Undo Changes Active Service Requests Active Service Requests by Category Legend Servers Dashboard Settings E Categories Change Requests i Departments Telephony Voice i Software 5 Penpherals g Computer ET Network Equipment i Furniture i O 1020 30 Service Requests by Status Service Requests by Month Legend 50 Legend GB Closed GD Total Requests E Open 40 GR On Hold GD In Progress 30 7 0 js Nov 2002 2088 2686 2080 2010 The Dashboard frame can display multiple charts depending upon
76. can now be switched on or off based on group or individual user accounts Notifications One of the strengths of Service Manager has been the customisable notifications emails that it can send out informing users of the system about the status of service requests The system has been significantly overhauled now manages rule based notifications for the asset and room booking systems Contact Management We have improved how contacts are managed primarily because Asset Manager requires a more sophisticated system CSE Service Manager Administrators Reference Manual V4 Table of Contents Tabe OCONEE e ee nn ene a eke ee a ee ee ne 2 OT TE E E AONO AE etcetera ate ince 5 AOINE ON A e e E a E donee 5 STEM NEUEN PONS aneas vad E a E E E et alah Golde A E R 6 FE TVS Oe WO E E A A E E ee terencenmtat 6 CSE Service Manager Manuals ccccccccccceseeccceeeeeeeeeeeeeseeeeeeeeeseeeeeeeeeseeeeeseeeaaaseeeeeeaaaeses T FIOW tOo USS tIS Ma NU dhena E a aulexdupvalenaieiwessdaaseeewaie re meneeenas r TEAOR EE E Obl eii au aladtanetscckiay dG Matarenl Qh aidaauacumitrakualaGau 7 ATORATATION ANG WANNA GS arises areen i e E E A A A E 9 CUTS Important ATA O AIO oera O E OA E ramenateess 10 Chapter 2 Service Manager Admin Portal sssrssesiiueiririiini rirni a 11 SCRE C I OlZ E LES EEEE E EE A E Skadden ene 11 LISS MST ce PUNE eese e E O ee lee UR Src 12 LAS OG GOTT OK esseni EE a E A EE R TE N SE 15 EVA SIMO O AUC PAINS S ea a a a iat sa N 1
77. ccess Control You can control which of your Service Manager users can see and interact with the various categories you have created It might be that you want to be able to hide certain service requests from different user groups For instance high level issues like dealing with warranty issues with outside agencies are not appropriate for end users to interact with So you can restrict who can see these types of requests to administrators and technicians By design Service Manager does not allow you to delete or remove any requests that have been entered into the system However it is inevitable that some service requests will be entered in error or have been used for system testing purposes It is probably inappropriate for end users to see these You can therefore create some special categories that are effectively hidden trom everybody except a few named individuals You can then move Service Requests into these categories which in effect removes them from general viewing by end users oP Add New Category gt Computer 4 In this example we have created a category a called Quarantined Requests with Gawain appropriate subcategories We want only certain individuals within the team to be able ee to see and use these categories 4 Quarantined Requests 3 Testing Requests 0 Requests in Error 0 Unclassified 0 To do this we use the category visibility controls to grant access to authorised users H Save Changes
78. ce Desk Settings B SLAs SA User Management Click Save Changes when finished 24 By default the system makes the assumption that your organisation is a company However you can change this by simply specifying your own localisation setting In reality all this does is change the general headings so that they are appropriate to you organisations circumstances Enter a reference that more appropriately describes your organisation in the box provided Asset Manager Settings 2 User Management CSE Service Manager Administrators Reference Manual V4 Preferences User Management User Management is common across the Service Manager Asset Manager and Asset and Room Booking systems For the purposes of this manual we are only describing functionality as related to Service Manager service Manager is fully integrated with your system s Active Directory and as such operates with the AD user and groups that you have configured on your system We would always recommend that you manage the way that your end users access the system by group membership as opposed to assigning individual users to the system This is considered best management practice by Microsoft and really does make managing your users easier Our recommendation is that you create AD security groups called SD Admin SD Tech and SD Users Then add all appropriate users into each of these groups There are three main classifications of user Th
79. ce Manual V4 When Service Manager Responders Admin and orTechnician close a Service Request you have the option of generating a prompt that asks whether the Service Request should be added to the Knowledge Base Allow comments to be added to KB articles Knowledge Base users can be allowed to add comments related to KB articles Pre approve comments End user comments can be automatically approved or the Service Manager Administrator can manually approve them When you have made your selections click the Save button Gi Add New KB Article This button opens the KB Article data entry form at pada New Knowledge Base Atideast Updated On 18 02 2010 10 04 Fe f bed Save Knowledge Base Article I Title Main title Category 1 SubCategory ThirdCategory aain Description of issue Cause Description of cause Solution Solution i Resolution Description of the resolution problem fixed workaround etc Additional Information Any other relevant information Keywords Key words used by search engine tags i Link this KB to any download files Download Files 5 eon ie Remove Download File Show KB To Administraters _ Technicians _ End Users Title This is the main title for the KB Article 99 CSE Service Manager Administrators Reference Manual V4 Category Select the category that this article belongs to usi
80. ce Protocol supports simple download and delete requirements for access to remote mailboxes and is Supported by most major email systems This includes most of the free email carriers as it provides a mechanism for smart phones to connect and retrieve emails IMAP Internet Message Access Protocol is an internet protocol that allows an email client to access email on a remote mail server EWS2007 and EWS2010 are proprietary protocols that allow email clients to retrieve emails held on Microsoft Exchange 2007 and 2010 servers By supporting these main email protocols CSE Service Manager will be able to retrieve emails from virtually any mail system available Inbound Email Principle The principle is to expand the methods by which your Service Manager end users can input service requests into the system One of the obstacles to the effective use of a service desk system is engaging the end user and getting them to use the system Whilst the end user web portal has been designed to provide a quick and easy way of entering and monitoring requests it might put some people off Sending an email with a problem request might be seen by some as easier and quicker option Certainly it means that there may be additional processing by the Service Manager administrators and technicians but anything that stimulates and engages your end users is a positive development lt also increases the flexibility of the system users can simply email from anywhere
81. ce Request at that point in time Recapping e We have looked at how SLAs can automate route and escalate Service Requests e We have looked at how the Default SLA can be modified to distribute Service Requests to other SLA stacks e We looked at using escalation levels and how you can create an escalation level hierarchy e We have looked at how the Service Requests keep an individual record of all transactions in their history e We explored how you can go about planning the implementation of SLAs T CSE Service Manager Administrators Reference Manual V4 SLA Routing Rules When a Service Request is entered into the system only the person who entered the request and the service desk administrators will initially be able to see it within the database This is defined by the Default SLA s fixed routing rule A routing rule enables you to automatically route the request to different people As already discussed routing a Service Request does not by default assign responsibility to resolve the issue This is usually the responsibility of the person who is assigned the request but anybody who has had a service request routed to them will be able to view and interact with the request You can also use routing rules to assign Service Requests to an individual support person Auto Assign To field However it is probably fair to say that this is not something that is entirely appropriate for a routing rule to do as there are now bet
82. conomic models and vill be exploring the use of Print on Demand solutions But in the mean time please do your bit to help use make savings We apologise for the inconvenience that this may cause Library Don t use colour printers unless absohmtely necessary Don t print nsuliple copies in beu of using the Photocopier Monitor student printer use and abuse and let us know of offenders The computers are currently down due to a failure in one of the fibre l cables connecting the new block The contractors have been called and we hope to have the situation resolved by Monday the 1 Sth of Feb 2010 In this way we can ALL make a difference 2of3 3of3 The News ab displays the current system news pages News is stored as single pages but multiple news pages can be created The method of creating and maintaining the system news is covered later in the manual When the news is displayed in newspaper mode you can move the mouse to the top left or right of the page and drag to turn the page over Er CO Main Menu a D service Das 5 Weekendin the 12th Feb i Reports i Knowledge Base Printing costs a fortune a Downloads EJ mysettings The current school budget for printing is currently Service Desk News 10th Feb running at over a thousand pounds a month In the long tem this is unsustainable and we are curently Joking at 2010 various ogies to help use reduce this cost 14 CSE Service Manager Administr
83. d associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request 141 CSE Service Manager Administrators Reference Manual V4 CustomField9Value The value of the custom field associated with the service request CustomField10Name The name of the custom field associated with the service request CustomField10Value The value of the custom field associated with the service request Time
84. dSize 2 000 000 bytes R User Management ee eee sj Service Level Agreemen ts SLA Escalation Mode Save Changes Undo Changes 4 Service Desk vi gt News v 4 Asset Manager 4 Preferences Service Manager Settings General The General tab displays the configuration settings for the main Service Manager Portal It allows you specify the default load configuration for the end users interface to the system Default Category the list box will display all the default categories entered into the system You can pre select the category that will be displayed by default when the system loads Default Sub Category the list box will only display those sub categories that have been defined as being associated child object of the selected Default Category Default Third Category the list box will only display those third categories that have been defined as being associated child object with the selected Default Sub Category In the example above we have selected Computer as the default category PC as the subcategory and can see the options available for the third category If any of the default category selections are left unselected then users must choose the categories manually themselves when using the Service Manager Portal Default Priority Default Priority list box will display all the available Email notification on Soa priority levels You can pre select the required priority level J Allow Attachments
85. e allocated frame size Row 1 2 Row Span Colurnn 0 2 Column Span cw 3 Any chart based upon category might struggle with the sheer chen Tye Canales number of categories that the Service Manager administrator may have created You will need to experiment with the various chart types in order to discover the one that is appropriate to your dataset and your own preference Below is the Horizontal Bar Chart output Legend ai l E Categories Change Requests EX Departments i Telephony Voice Ei Software e o Peripherals SED Network Equipment 3 Furniture a 20 CSE Service Manager Administrators Reference Manual V4 Active Service Request by Priority Dashboard Item Cong B This charts active calls by the priority that has Item ActiveServiceRequestByPriority been assig ned Title Active Service Request By Priority Controls are as described earlier and you Row 0 can choose the chart type Row Span 1 Column Span 1 Column 1 Width 0 iW IsVisible Chart Type Bar e h f F 8 4 J 4 Height 0 ae ail Legend The priority colour codes will match those GD Priorities selected by the Service Manager Administrator Low Urgent Medium High Ultra Request by Status Dashboard Item config NA x Item a This charts the active Service Requests by status Name Title Service Requests by Status RowSpen 18 This cha
86. e and date the record was updated 135 Status Priority Assigned To Attachments CSE Service Manager Administrators Reference Manual V4 Changing the Subject The Subject field is designed to provide a short description of the issue at hand It is possible that the end user has entered a description that is incorrect or possibly unclear and confusing As this field is used to attract the Service Manager administrator and technician s attention it may need altering in order to describe what the true issue is You can click the Subject field text box and edit and change the text To save your changes you must then click the Update Request button in the toolbar When you do so the Last Updated field changes to record the time and date the record was updated Changing the Status You can change the requests Status When Requests are entered by users they are given the status of OPEN Calls are then assigned to technicians either manually by the Administrator or automatically by predefined routing rules or SLAs When you first open a request to look at it there is a In Progress v Open good chance that it will be OPEN if you start work a on the call you should set the status to IN n Ho PROGRESS This signals that someone is actually looking at the service request and doing something about it Closed If for some reason you can t continue with processing the request you can put it ON HOLD This generally sto
87. e that your specified DNS servers can resolve it as specified To check this drop into a DOS Box on any server or station and enter the command PING ASH NIBBLE LOCAL use your own FQDN and press return If the system responds with a series of Successful pings resolved to a physical IP address then you are OK 103 CSE Service Manager Administrators Reference Manual V4 If the system fails to respond your DNS servers do not have the required record to resolve in which case you could attempt to fix the DNS servers by entering a manual entry or simply use the mail server IP address The SMTP port should be by definition 25 However it is not unknown for some external systems to use different port numbers Please check with your service provider The From Email Address is the account that the email appears to be being sent from You might want to specify a real and active email account for this as some third part email hosts will check that this is a real account If they find out that it is a phantom address they might block emails from this address as potential soam If in doubt check with your mail provider Whilst SMTP evolved on a trust model today s reality is that many email systems including exchange servers might require authentication when sending mail via SMTP in which case please specify a valid user name and password Again check with your email provider if in doubt The Domain setting is normally not needed when send
88. e timers tab End users do not have access to the History Notifications or Timers tabs As you can see from the above screenshot each timer in the list displays its value and a timer code The timer code is an indication of what it is currently doing The code values are SystemStart the timer is running and was started by the system SystemStop the timer is stooped and was stopped by the system ManualStart the timer is running but it was started manually ManualStop the timer is stopped but it was stopped manually None The timer is not operational The Timer Action column allows you to manually intervene and start and stop the timer If the timer is running then clicking the 6 icon will stop it whilst if the timer is stopped you can click the icon and start it In both instances the Timer Code will change to indicate that the operation has been initiated manually I Edit Timer a Timer Name Service Desk Elasped Time Start Timer Expression Clear Status ISNOT Closed vi ANOD Status ISNOT OnHold X AND IsAferHours ISNOT v False X Stop Timer Expression Cear Status X Closed a OR Status X v On Hold X Further Custom Timer Example The system main timer starts as soon as a service request is entered is paused when the request is put on hold and stops when the status changes to closed It does not take into account that the service desk is closed at nig
89. eenway SRCLOSED 23 hours ago CSE Technical Support SLA yboard has missing keys Hardware Closed L Greenway ISR CLOSED O 23 hours ago CSE Technical Support SLA arranty question Hardware Open L Greenway low 23 hours ago CSE Technical Support SLA sestion about server IP address General Networking Queries Closed R Beale ISR CLOSED 23 hours ago CSE Technical Support SLA ser manager client crashing CSE Software On Hold R Beale Medium 1 day ago CSE Technical Support SLA Preferences Service Manager Settings Custom Fields Wy General w Categories pP Priority Custom Fields Routing SiAs Custom fields can be used to gather information from users that maybe unique to your organisation For example you may require a registration number to allow users to send support requests This can be added Double click s cel to edit ID Visible Order 3 E On GOUDA UN p gt 4 Save Changes Field Name Is Required Is Email Is Number Is Anything Phone Number Alt Email Location Extrai Extra2 Extrad Extra lt Extras Extras Extra Undo Changes ID Visible Order i 2 2 3 3 5 5 6 6 7 7 8 8 9 10 10 4 Save Changes Field Name Is Required Is Email Is Number Is Anything Phone Number Alt Email Location Department Block Network Port gt G Extra lt Extras Extras Extra Undo Changes It is always a challenge to get the right information collected
90. eerkat or suricate Suricata suricatta a small n 08 03 2010 12 03 2010 Expired When you click the Edit News menu item a familiar table view will be displayed The table formatting commands remain the same as described earlier in the manual Each news article is displayed as a separate entry within the table At the top of the form is the toolbar that contains various controls Add News click this to start adding a new news item Purge Expired News when you create a news article you can specify both a start and end date Clicking this button will remove all expired news articles from the database Delete Selected News first click a news article in the table and then this button to remove a specific entry Adding a News Article Clicking the Add News button in the toolbar opens the News Editor Wi Add News QP Purge Expired News a Delete Selected News _ Group Header Drag a column header and drop it here to group by that column Title Message St rt Date Expires Da Status Show Admin Show Manager Sh Weekending the 25th Feb The Blue Lion SchoolService Desk News 23rd Feb 20 11 02 2010 12 03 2010 Expired Eres SOE ae oar eased tees for printing is currently ru BUNUN pene Changing Passwords This term we have delegated the ability of changing 11 02 2010 Active Lions The lion Panthera leo is one of the four big cats in 08 03 2010 09 04 2010 Active cats The cat Fels silvestris catus also known as the do 08 03 2010 10
91. eliver a web based school wide ICT service desk The underlying data within Service Manager is handled by an SQL database engine which can either be MySQL or MSSQL Express based This ensures that the Service Manager database is easily maintained and is fully capable of being extended in the future service Manager provides three portals Admin Portal The Service Manager Admin Portal manages the service desk and includes User Management This is where technicians and users are managed The system is completely integrated with the MS Active Directory so existing user accounts can simply be assigned to the relevant Service Manager group Administrators Technicians or Users Service Manager Settings This is where the main Service Manager configuration is handled Here you can add your own call request categories set priority levels add you own custom data fields maintain Service Level Agreements SLAs configure default technician routing and setup your notification system Asset Manager Settings This is where the main Asset Manager configuration is handled This is documented in separate documentation Reports This allows you to generate a wide range of reports detailing all aspects of your service desk operations Reports can simply include data or incorporate a wide range of graphic representations of your data Edit News Allows you to create and maintain an up to date service news page CSE Service Manager Administ
92. ement Add Delete Disable View Copy Paste Access Users amp Groups Blue Coat School Portal Administrators E R Users 9 Portal Settings Administrator gt 2 SDAdmin Service Manager Administrators Drag a column header and drop it here to group by that column Disabled Y IsAdmin Y IsTechnician Y IsEndUser Y Blue Coat School Y First Name Y Last Name Y Display Name Y UserName Y Description Y En Administrator Administrator Built in account for administering the computer domain Ad Jackson Vicki Jackson V Jackson CSE Admin VA m z O Vicki Tony Saxby Tony Saxby T Saxby CSE Engineering T S Basically our design goal has been to make Service Manager completely integrated within the AD environment and to effectively use the AD as the account reference source For instance when notifications are emailed out by the system it uses the AD to look up the user s primary email address If you are using an MS Exchange server this AD field is filled in for you when you create the user s mailbox The same process is utilised to now add the other classifications of users Simply click the Add button browser and select the users or groups as appropriate and add them making sure that you select the appropriate user type Classification by ticking the appropriate box Add Users amp Groups Name R soTechs Whilst the system will allow you to tick multiple user cl
93. en I close Word S lt is vote gt Add Attact a E EA Service Request Timers Timers Timers for Service Request ID 1 bannnan The final tab allows you to see the timers O day s 0 hr s 24 min s 59 sec s applied to this service request You can 0 day s 0 hr s 24 min s 59 sects i see the elapsed times recorded and 0 day s 0 hr s 24 min s 59 sects a whether the time is running or stopped 0 day s O hr s O min s 0 sec s 0 day s 0 hr s O min s 0 sec s You can manually stop or start every timer in the list with the exception of the main system timer You can do this by double clicking the timer action icon The icon describes the action that is possible STOP the timer START the timer 138 CSE Service Manager Administrators Reference Manual V4 service Request Email This function is to enable you and your technicians to manage the in flow of emailed service requests By default Service Manager administrators have full control and management rights over all incoming email channels Optionally technicians can also be allowed to manage incoming email channels The system can support multiple incoming email channels This gives you the flexibility to publish several addresses to your end users and to handle each stream separately as its own entity You could publish an address for your students to use allowing them to report issues that affect them directly rather than reporting issues to st
94. en uodeted Third Category Other CSE Service Desk wed 31 03 Assigned To Unassigned ce Request hee been o j Priority Urgent Status Open Request User st CALDO Solution Notes Attachments E Reply Reply toal X Forward P 27 making strange noise Newest ontop y CSE Service Desk sddesk nibbles local Ferimi ian Sent 31 March 2010 13 44 J CSE Service Desk Wed 31 03 To Erika Jenkins A Service Request has been updated Subject making strange noise much detail as possible in the message box Description When Raising Semice Requests for Computers Please enter as This is an example of the email that is generated when a new Service Request has been raised by an end user The body of the message contains all the relevant information as defined by the template Meanwhile this message has been generated and sent to the technician who has been assigned by the Service Manager administrator to deal a poena Category Computer E3 CSE Service Desk Wed 31 03 Sub Category PC 1 1 1 a a ere cant with the issue raised La CSE Service Desk Wed 31 03 Assigned To ict e jenkins 301 nibbles savs its not ther Priority Medium Status Open restos Se rer Request User st B ABRAHAM a ea Solution ict e jenkins 31 03 2010 13 44 09172 16 1 11Sthenmoise was L CSE Service Desk Wed 31 03 caused by a cable touching the system fan A Service Request has been updated Notes st B ABRAHAM 24 02 2010 14 00 1
95. equest User Name of the user who raised the Service Request Subject Short description of the issue Cat SubThird Category tree Created Date Time and date the Service Request first entered Last Updated Time and date that this Service Request was last updated Status Current call status Priority Current call priority 131 CSE Service Manager Administrators Reference Manual V4 Assigned to Name of the technician with ownership of the call Attachments List of files attached to this Service Request Message Long description of the issue Assets Linkage to asset database items Resolution service Request Resolution Solution Service Request Solution Notes Notes that have been added to the Service Request Activity Planed activities associated with the Service Request Service Request Notes Once a Service Request has been assigned to you It is important that any and all actions taken to resolve the issue are documented This is good practice and it is important because someone else might have to take over responsibility at some stage Rather than starting from scratch your notes will provide insight to the current state of progress Notes also provide a convenient mechanism to document processes that you would like the service Manager requesting user to carry out This might be to follow instructions or to provide you with more information Notes attached to Service Requests can be added by the person who raised the call the service Mana
96. equest is opened in this category this 2 1 Knowledge Base Can not access Internet template will populate the message field automatically The ars Can not access Netwrok Drive template will be applied to the subtree of the current category fe Localization Can not open file E Messaging How to CB notifications Login Password Problem 43 Service Desk Settings Other li SLAs gt Monitor 4 3 User Management gt Other 7 gt PC 9 gt Departments 4 gt Furniture 3 gt Network Equipment 4 gt Peripherals 8 gt Servers 5 gt Software 6 gt Telephony Voice 4 Visibility WV Show for all users Copy Show for Selected Users only Visibility to SubCategories Visibility to all child nodes Add Remove The default installation includes a number of pre defined categories that form a basic framework from which you can start to create your own structures There are three linked levels to each primary category The Sub and Third categories are optional but their use does allow you to add structure to your Service Requests A well structured database will helo you manage and maintain your service desk The system is completely customisable and you can add whatever structures you so wish to the system 38 CSE Service Manager Administrators Reference Manual V4 Adding a new Category Click the Add New Category button and then add your new category name in the text box Click the Ok button to complete
97. er Restrictions There is a small restriction in terms of the way the timers operate Because the Service Manager system is applying these timers multiple times across possibly hundreds of active service Requests the server based process that does this could get overloaded and potentially slow down the system To prevent this from happening the process that updates the timers runs once every 5 minutes or so Also since the timers are running relative to a time stamp within each Service Request record they can quite happily deal with server being taken down and switched off When the server restarts the timers can calculate the elapsed times correctly 52 CSE Service Manager Administrators Reference Manual V4 Viewing and Interacting with Timers Each Service Request entered into Service Bor View Service Request My PC Won t switch on Timers Timers for Service Request ID 109 Timers Last Updated 22 04 2010 12 47 09 lo 5 tia Manager will have timers associated with it They can be accessed by opening an individual service Request and clicking on the Timers tab 10 Timer Name Timer Action 1 SystemMainTimer O day s 1 hr s 5 min s 1 sec s 2 Initial Response Time 0 day s 1 hr s 5 min s 1 sec s 3 Time to Repair O day s O hr s O min s 0 sec s O day s O hr s O min s 0 sec s O day s O hr s O min s 0 sec s Only Service Manager administrators and technicians have access to th
98. er information explaining how to enter the required request or simply a default message that bypasses the need for the end user to type anything into the message field when raising a request EF New Service Request i gt os I Submit Request If you are experiencing technical problems then you can fill in the fields below with as detailed information as possible and send it to our support department Request User supervisor z Assigned To supervisor Category Tablet Computers x SubCategory X ThirdCategory X Priority Medium Subject mans OOOO Message Use this category to report any issues or requests related to tablet devices It helps us if you can indicate which type and model of Tablet you are asking questions about Assets Icon Name 40 Category Name Message Template Tablet Computers When a new service request is opened in this category this template will populate the message field automatically The template will be applied to the subtree of the current category Use this category to report any issues or requests related to tablet devices It helps us if you can indicate which type and model of Tablet you are asking questions about When you come to using the newly entered categories the New Service Reguest form will display the categories as defined CSE Service Manager Administrators Reference Manual V4 Category Visibility and A
99. erence Manual V4 Insert Table 1 This control allows you to insert a table into your news article Number of Columns a Select the number of rows and columns you wish to insert Numberofrows 3d and select the ab e Style from the options contained within the list box _ Table Style Preview Table Style Preview Printing costs a fortune The current school budget for printing is currently running at over a thousand pounds a month In the long term this is unsusteinable and we are currently looking at various technologies to help use reduce this cost Aa a O OA sonnel ovata RO A Ayelet ahs mpcat brs done gabe Lageay Longer term we will be replacing laser printers with more economic models and wil be exploring the on Demand A solutions Text can then be entered into T AA EIE acide TEEN the individual table cells Below is a preview of a table that has been inserted into a news Dont use colour printers unless absolutely necessary article Dont print multiple copies in heu of using the Photocopier Montor student printer use and sbuse and let us know of offenders Train Bus Electric Diesel in this wey we can ALL make a difference Thank you ICT Support Team Delete Table simply highlight the table you want to remove from the news article and click the button Please note that this also removes all content of the table as well 90 CSE Service Manager Administrators Reference Manual V4 Text Forma
100. ervice Requests by Priority entered in the last 20 days As with Detailed Reports you can refine your report rendering by specifying custom filters and then selecting the individual field ranges you are interested in Graphic 2 04 03 2011 02 05 2011 02 09 2011 11 02 43 Date Range Generated on Top 5 Category Status Printing Closed Sims Closed CSE Service Manager Administrators Reference Manual V4 Show All Values The Show All Values option has the potential to extract many more data points than can effectively reside within a graph For this reason you will probably want to experiment with the options available and create effective filters in order to reduce the data points extracted to a reasonable number 10 or less Here we have rendered a report that Graphic 3 shows all values for Service Requests Date Range 02 06 2011 02 09 2011 Generatedon 02 09 2011 11 20 55 entered in the last three months by category of request The resulting graph provides a good representation of the breakdown of calls entered into the database by their category These types of reports are very useful for quickly analysing trends in terms of issues being reported as they provide a quick way of displaying a snapshot view If you identify a trend such as an abnormally high occurrence of one particular brand of PCs failing you could then revert back to a detailed report where you can extract much more data and
101. ese are Administrators Technicians and End Users By conventions Administrators have full control of the system and are responsible for the administration configuration and running of the system Technicians best describes those users whom assist in the general day to day process of dealing with and resolving issues that have been reported Finally the End Users are those who use the system to report and log issues using the system a es 4 Admin Portal management Preferences a op S amp g S Asset Manager Settings Add De DONE Vew Copy te a Downloads Users amp Groups Blue Coat School Portal SP Edit News Administrators users g Portal E Settings Qp nonledge Base Service Manager Administrators 3 Localization a Messaging Drag a alumn header and drop it here to group by that column ch Notifications Disabled Y IsAdmin Y IsTechnician Y IsEndUser Y Blue Coat School Y F ame Y Last Name Y Display Name Y UserName Y Description Y En 3 Service Desk Settings Administrator Administrator Built in account for administering the computer domain Ad B stas User Management e Adman strators R Technicans v amp End Users 9 Service Desk WP News Asset Manager The menu on the left hand side sets the focus on the type of system user you are working on in example above this is Administrators To change focus simply select the appropriate classification from the menu to the left i
102. esk am Coen dose Hours you can stop SLA timers oy ee ae Mg during the closed hours Vi Tuesday 08 00 17 00 oo yi Wednesday 08 00 amp 17 00 om 00 00 eee hm The system allows you to define V Friday 08 00 amp 5 17 00 3 Saturday the open and closed times for an each day of the week Exclude D From To To Insert a new Exclude Date press the Insert Key on your Keyboard To Delete an Exclude Date press the Delete Key on your Keyboard You Can also add block dates to To Edit an Exclude Date Click in the cel an exclusion list allowing half term and end of term holidays to be excluded Save Changes Undo Changes When you make any changes remember to click the Save Changes button 54 CSE Service Manager Administrators Reference Manual V4 Preferences Notifications A core function of Service Manager is the way in which transactions can trigger email notifications that inform the various parties that an action or process has affected a service request that is of interest to them There are two methods by which a notification can be triggered as an automated response in relation to general system action such as notifications sent when a new service request is entered or a service request being updated modified Typically these notifications are sent to the requestor to keep them informed of the progress of their request when it has been update or modified and to the technicians who have been assigned the req
103. ess This documents known issues and provides answers to common problems The Service Desk Administrator and Technicians can add to this database Custom Timer The Service Manager has up to four user definable timers Sophisticated logic rules determine when each timer starts or stops Information and Warnings When you see the information symbol There will be a description beneath that may clarify something or provide some advice that may be useful to you or give more advanced information on a topic When you see the warning symbol There will be some important information below which may help you avoid problems or warn you of something that may happen under certain circumstances We use this symbol to highlight areas where there is cross over between Service Manager and the Asset and Room booking systems CSE Service Manager Administrators Reference Manual V4 Tip an idea to help you configure and use the features of Service Manager Greyed Out Text Whenever you come across greyed out text this indicates a control button Text Underlined This indicates a link to click Other Important Information The CSE Service Manager is completely integrated with Microsoft s Active Directory e You must have a network login in order to use the Service Manager e You must have Microsoft Net 4 0 and Silverlight 5 x Installed e Any browser being used must be capable of running Microsoft Silverlight 5
104. essed by the SLA by way of escalation rules Every SLA can have multiple escalation rules assigned to it Escalation rules are always associated with a particular SLA they are not global in nature You can also associate routing rules to SLAs Earlier in the chapter we touched on the role of Routing Rules and how they are used to route Service Requests Again we will look at their roles in relation to SLAs later in this chapter 68 CSE Service Manager Administrators Reference Manual V4 Escalation Rules To understand escalation rules we need to look at how they are configured and what the options are The best way to demonstrate this is through a screenshot of a blank escalation rule i ew Escalation Ru 5 aes i i Lic Add New Escalation Rule All escalation rules are given a bp Save Escalation Rule name It is good practice to Escalation Name include the name of SLA that Escalate Service Requests that match this rule iS associated with Category All Categories l SubCategory All SubCategories v together with a short ThirdCategory All ThirdCategories v description of Its fu nection Status Any Status r Priority All Priorities Below this is the section that Assigned To A allows you to create the filter 8 All Request Users settings you want to use to me Capture Service Requests as iaai they come in Specific values can be selected from the to current date durat
105. evel Status Open X Priority Hardware CRITICAL 5 Assigned To Here we can see that the Service Request has been a The curric users data server has gone off line Users unable to access their On the system for 20 minutes that it belongs to the Assets add Asset Hardware Critical SLA and has an escalation level of 101 An even more detailed history AQ View Service Request Curric users data server offline lt lt O w relating to this Service Request can be found by clicking the jaam Service Requests History tab E bed History for Service Request ID 424 I Drag a column header and drop it here to group by that column i TimeStamp Y Version Y Status Y Assigned To Priority T Reason Here We Can See the various 30 08 2011 13 33 36 1 Open supervisor Hardware CRITICAL New Service Request Created escalation rules triggering 30 08 2011 13 39 04 Open supervisor Hardware CRITICAL Service Level Agreement Default SLA Transfer Hardware SR s was ma 2 30 08 2011 13 39 04 3 Open supervisor Hardware CRITICAL Service Level Agreement Hardware SLA Transfer CRITICAL SR s was r 30 08 2011 13 49 04 Open supervisor Hardware CRITICAL Service Level Agreement Hardware Critical 15 Target Missed was matct It is worth noting that every transaction be it manual or automatic is traceable using the service Requests history You can also double click any entry and it will render a report that details the status of the servi
106. f the News editor into HTML XML XAML or Plain Text Simply select the option required from the top list box and then click the Go button You can then select the data contained within the export frame and press Ctrl C to copy it You can then paste the data into a suitable Windows Application When complete close the Export frame 2 4 Preview Export Rich Text To wih thei hohly mooie sws D il XAML hd Gol lt Paragraph TextAlignment Left gt lt Run FontFamily Arial FontSize 11 Foreground FF000000 gt Snakes are elongate legless carnivorous reptiles of the suborder Serpentes that can be lt Run gt lt Run FontFamily Arial FontSize 11 Foreground FF000000 gt distinguished from legless lizards by their lack of eyelids and external ears Like all lt Run gt lt Run FontFamily Anal FontSize 11 Foreground FFO00000 gt squamates snakes are ectothermic amniote vertebrates covered in overlapping scales lt Run gt lt Run FontFamily Arial FontSize 11 Foreground FFOO0000 gt Many species of snakes have skulls with many more joints than their lizard ancestors lt Run gt lt Run FontFamily Arial FontSize 11 Foreground sFF000000 gt enabling them to swallow prey much larger than their heads with their highly _ mobile jaws lt Run gt lt Run FontFamily Anal FontSizee 11 Foreground SFF000000 gt In order to accommodate their 86 akes
107. g Pen D Feslow prey Much aye Pan er 06308 wit their Nighy Mose ws IN oger 0 2 weir NaTOW Doseg raket pared ogani Euch BE VOreys Iope ONE IP TORT of Me omer INSTERC Of BOR Cy HOR BNC MOE Nave OMY OMe Ancora ung Som ppenet er a pac grae WIT 2 Dar Of vesIgIa Dast OF alter Side Of Te COVA Living Stakes ae Turd on noon ben Comment excest AMUNCICA BID OF MIE IANO Maen Ymes ae CUTER DY mangreed sempaning lt 99 genera 2 900 species IE They range n ee Som me Bry 19 OM ONG Bwens stake 1 pyIhOrs Enc seRTONaEE of up to 23 The image is then inserted into the body of the news article here we are viewing the complete article including the newly added image using the preview facility Perec c 199 Ma The versity of mocernn eraket appeared ANg tne Paleocene pernod ic Moet feC 8 are Mot veromous BMS Mose hat Pave vero Use R ATAY t KE ans 860 prey rater tran tor eeif caterse Some possess venom mitaaa arnap Snead e or Gaath te humans Those Wich 39 nOn senNomOous SENE PARTON prey IPye Or KE R vis Constection TSE Suppor rveocse You can delete and remove images from the library by clicking the small minus icon that against the image This pops up a warning message click the OK button to remove the image from the library 89 Delete Image Deleting this will stop it from showing in any other News Articles Are you sure you want to delete this Image CSE Service Manager Administrators Ref
108. g Y T N Service Hours ch Notifications Creste a new Routing Rule Last Updated By Supervisor Rule Name ICT Software Team Category SubCategory Last Updated By Supervisor Last Updated On 22 07 2011 11 34 Rule Name ICT Hardware Team From Request User Category ft All Request Users Last Updated By Supervisor Last Updated On 22 07 2011 11 22 Rule Name Grounds Responders Category There are two parts to this firstly a routed request Is visible to those responders in the list By default everything is routed to the Service Manager administrators who can then review the requests then manually process them and assign the tasks to individual technicians This is not very efficient as you can probably appreciate The routing system allows you to create rules that route calls to other individuals You can also directly assign calls to an individual by setting the auto assign field This bypasses the manual screening and assignment processes So if you have a technician who is an expert on SIMS then all SIMS related service requests could be automatically routed and assigned to them You will also notice that each routing rule is associated with a named SLA We will cover this in later in this chapter when we explore SLAs 46 CSE Service Manager Administrators Reference Manual V4 Please note that the default routing rule assigned to the Default SLA cannot be deleted it routes all service request
109. g emails to SMTP hosts Generally soeaking most establishments will be using one of two types of email system These are self hosted or remote hosted systems A self hosted system Is typically an exchange server whilst a remote hosted system is one that is generally provided externally by an ISP such as RM EasyMail or equivalents hosted by other providers Email Outgoing Emails Last Updated By Administrator Last Updated On 3 31 2010 10 42 48 AM SMTP Host Name ash nibbles local SMTP Port 25 From Email Address sddesk nibbles local Display Name optional CSE Service Desk Username optional supervisor Password optional Domain optional nibbles local Encoding UTF 8 r Content type Html hai WW Is SSL Secure Save Changes Undo Changes Test Settings The client uses SMTP to send messages to the email host system This is a universally accepted means by which application clients send messages If in doubt please contact your email provider for additional details In the example above the system is configured to use a self hosted system contained within the local domain The server is actually an MS Exchange Server The SMTP host name takes the form of a Fully Qualified Domain Name FQDN The server hosting our exchange server is called ASH and it is amember of the NIBBLES LOCAL domain It is also acceptable to specify an IP address Please note that if you use an FQDN make sur
110. ger administrator and of course yourself the service responder Notes Added By Administrator 11 03 2010 10 07 33 IP 127 0 0 1 We need the disks and installation manuals by Thursday afternoon Can you arrange this We normally ask for 7 days notice for installing new software Which means your request leaves us a bit short in terms of time But we will see what we can do Added By st W ALI 11 03 2010 10 16 48 IP 172 16 1 114 Disks and manuals can be obtained from my office To add a note simply click the button in the toolbar and enter the message in the text box that appears When finished click the Add button It should be pointed out that once a note has been added to a service request it cannot be deleted or Add Note 5 Add Attachments Bp Print ciosg edited it becomes a permanent record It would be helpfull based on the short notice given of this requirement if you could get the materials delivere lt to the ICT office as soon as possible As service technicians you should write notes ina professional way and keep focused on the issue at hand Once you hit the add button the note is permanently linked to the service request and you cannot change It so for example personal comments about users or colleagues are unwise Whenever a Service Request is modified two things happen Firstly the history log is updated and we will 132 CSE Service Manager Administrators Reference Manual V4
111. gh Priority Call Escalation Medium Call Escalation Notification Low Priority Call Escalation one on managemen Clear iy New Assigned To If you then look at the SLAs you will see the user defined template now appears High Priority Call Escalation y Administrators in the Notification list box Medium Cal Escalation Escalation Level Urgent Priority Escalation Notifications are there to keep everybody informed about the process of resolving a service request Nevertheless you need to be aware that is all too easy to create a situation that can overload people s mailboxes with alerts and messages A 64 CSE Service Manager Administrators Reference Manual V4 Preferences SLAs Users of earlier versions of Service Manager should note that the management and operation of SLAs and Routing Rules have been significantly updated in this version of CSE Service Manager Our aim has been to provide a more hierarchical structure to SLAs and to improve the measurement and reporting capabilities of the system This has resulted in amore structured approach to the way in which SLAs and Routing Rules are now created What is an SLA All service desk systems generally need an element of monitoring and reporting built in to them This allows processes and outcomes to be measured and tracked against performance targets or Key Performance Indicators KPIs There are several reasons why you would want this In its mos
112. gnadTo Dear Requestliser either by a technician or end user this will f amp On Service Request Change RewtesTo cast has beon updated below are the deta generate an email that is sent to the I o stand E requesting user reami corer gag Sub Category H SubCategory Third Category ThedCategary Aspgned Tor 1 designadTa Status Status Save Changes Undo Changes 62 CSE Service Manager Administrators Reference Manual V4 Inbox i O ek iew lid 4 x B A t Reply z ReplytoAl tg Forward P A New Service Request has been opened Arr Date Newest on t RORY men Outa trode a a n CSE Service Desk sddesk nibbies local ervice Request Sent 31 March 2010 11 00 A CSE Service Desk Wed 31 03 To Admirastrator Bran Wood Erka Jenions Peter Derham SCOTT ALONSO EEN ROS TURNER AMOS WRIGHT ALI a CSE Service Desk Ned 31 03 A Service Request has been updated Subject The AP in room 17 is not flashing d n Description and nobody can access the network in this area It was working E3 CSE Service Desk Wed 31 03 z n a aaa idi yesterday afternoon have looked at the AP and there does not appear to be di enema any power going to at the moment as there doesn appear to be any lights E3 CSE Service Desk Wed 31 03 flashing This is urgent as have a class in here this aftemoon Thank you A Servwoe Request has be odeted Category Network Equipment Ed CSE Service Desk Wed 31 03 Sub Category Other A Service Request has be
113. gunae cnanges ciba asa incoming Emaii D Delete incoming Email When you have finished making IsEnabled Name Protocol Mail Server Username Is SSL Enabled your settings don t forget to tick m the Enable Incoming Email ueni Integration tick box and click the Name ase PAA aaa Save Changes button Mail Server ash nibbies local Username sdmaisccount ndhes local Password senseees ooo D i J Is SSL Enabled Testing Incoming Email Untitled Message Windows Internet Explorer The next step is to test the incoming p ibbles loca email system Ask someone to send a SEA INE LIRR OA NR AAR E options pa test email to the incoming account we CE To Service Desk Mal Account set up earlier 0 ce Subject The whiteboard in room 6 is not working rs vox B I UE IS mew A gt when I switched the projector in room 6 on I think the buld blew there was a popping noise 110 Partal h CSE Service Manager Administrators Reference Manual V4 E Mail Addresses As we have said before the system integrates with the domain s Active Directory If you are running an Exchange server within your domain Exchange email addresses will be resolved automatically by looking up the relevant AD user account property There is nothing else needed the system will use the correct user s email address However if you are using external web based email your Active Directory will not contain your externa
114. have access to better filtering options 124 5 O Schedule Name OpenClosedRequestsPerCategory CSE Service Manager Administrators Reference Manual V4 Scheduled Reports Much of the design concept of Service Manager is to help automate processes in order to improve workflow and cut down on repetitive manual tasks Therefore being able to schedule reports to run and then automatically email the results to interested parties is an important addition to Service Manager s automation facilities ildan enon 4 Q MyReports iy Scheduled Reports E Top SR s By Category A All SR By Category Here you can schedule any existing reports you have or create new ones to run when you want them to amp Shared Reports ie Scheduled Reports Timeline September 2011 lt Monday Tuesday Wednesday Thursday Friday Saturday Sunday a 30 31 1 September 3 4 N o 29 Aug 4 Sep uw a a 8 9 10 11 5 11 Sep 12 13 14 15 16 17 18 i 12 18 Sep 19 20 21 22 23 24 25 19 25 Sep 26 27 28 29 30 1 October 2 26 Sep 20d When you select the Scheduled Reports folder a calendar will appear with the focus set on today s date To create a scheduled report select the date you want the report to run on and double click its cell This will start the report wizard we have used previously At this point you simply select which ty
115. he top select the code type from the list that appears HTML XML or Plain Text Click the Go Button to import the data into the main news editor The HTML code in this case is converted into Rich Text Format and displayed within m the main body of the News editor When i lt p stylo eaarginityny gt lt epen gt tnekan are elongate Ioniese M you have successfully imported your data carnivorous reptiles of the suborder Serpentes that can be lt i g i span gt lt span gt distinguished from legless lizards by their lack of h d h m f m eyelids and external ears Like all lt span gt lt span gt squamates nto t e e Itor C OSE t e ort ra e a H snakes are ectothermic amniote vertebrates covered in overlapping scales lt span gt lt span gt Many species of snakes have skulls with many more joints than their lizard ancestors URS WITh Many More pons MAN Mer uzaro ancestors nuImport Rich Text From their highly mobile ews lt span gt lt span gt enabling them to swallow prey much larger than their heads with their highly mobile jaws lt span gt lt span gt In order to accommodate their narrow bodies snakes paired organs such as kidneys lt span gt lt span gt appear one in front of the other instead of side by side and most have only one functional lt 85 CSE Service Manager Administrators Reference Manual V4 3 Export This control allows you to export the contents o
116. ht and at weekends You might therefore want to introduce a timer that takes Into account the service desk s office hours Here we want a timer that starts when a request is entered pauses when the call is on hold pauses when the service desk is closed and stops when the requests status changes to Closed 53 CSE Service Manager Administrators Reference Manual V4 We have defined a timer called Service Desk Elapsed Time The timer will be running as long as the call s status is not set to Closed or On Hold and the service desk is actually open for business The timer is stooped when the request is Closed or put On Hold Timers have other useful uses that come into play with SLA functions and the ability to create measurement items based upon their values We will cover this later in the chapter Preferences Service Manager Settings Service Hours lt is normal practice for service desks to have opening hours Take an example where a member of staff logs a service request last thing on Friday after the service desk team has gone home and the service desk is closed It would be inappropriate for the SLA timers to start to kick in immediately because there is not going to be anyone available until Monday morning Categories a Priority Custom Fields amp Routing R SLAs Y Timers E Service Hours QE Notificat Last Updated By Administrator Last Updated On 3 25 2010 3 09 08 PM By defining the Service D
117. ia New Dewnload File a Edit Download File at Delete Download File Group Header Drag a column header and drop it here to group by that column y Icon Name FileName FileSize F Windows 7 Upgrade Advisor Windows UpgradeAdvisorSetup exe 8 26 MB F Webspace Explorer Teachers Guide Webspace Explorer Teachers Guide V 1 3 1 pdf 2 15 MB F Webspace Explorer Students Guide Webspace Explorer Students Guide v1 3 1 pdf 1 53 MB F Webspace Explorer 1 1 Webspace Explorer W1 1 pdf 3 84 MB F CSE Workspace Explorer Staff Manual CSE Workspace Explorer Staff Manual v1 2 2 pdtT 3 25 MB F CSE User Manager Teachers Guide CSE User Manager Client teachers guide pdf 590 34 KB F CSE User Manager 2010 Manuel CSE NTM User Manager 2010 V1 00 pd 8 91 MB F CSE User Manager CSE NTM User Manager 2010 V1 00 pdf 8 91 ME F CSE NTM Station Startup amp Shutdown Manual Network Toolkit Manager Station Startup and Shutdown Module V2 0 1 p0f 569 36 KB F CSE NTM Printer Assignments Network Toolkit Manager Pinter Assigment Module V2 0 1 pdf 754 58 KB F CSE NTM Manual CSE Network Toolkit Manager V3 0 2 pdf 1 41 MB F CSE Asset end Room Booking Admin Manual CSE Asset and Room Booking Admin Manwal V1 1 1 pdf 3 71 MB Citrix Men Center 5 0 MenServer 5 0 0 NenCenter msi 6 14 MB il EP Add New Download sal Allows you add new files into the download section IR Ais nen Oownioed Fit Paa Donniosd ies as The form that appears allows you to document and specify the various on p
118. icle Table The KB Table displays all current KB Group Header articles hosted by Service Manager Drag a column header and drop it here to group by that column ID Title Category SubCategory ThirdCategory The top line of the dataset contains the KBi How to upgrade to Windows 7 Computer PC How to database field headers colu mn KB10 Problem with File Computer pC can not open file K813 How to reset Fax Machine Error 1005 Peripherals Fax Machines Error descriptions ID Title Category etc KBi4 Home Access Software CSE Workspace Explorer K515 Not being able to login from home Software CSE Workspace Explorer KBi6 Home Access Portal Network not found error Software CSE Workspace Explorer K517 A monitor display is upside down Computer Monitor Does not work proper Ti Edit Knowledge Base Article KB10 o a iF k soe Knowledge Base Article Title Problem with File i Category Computer bd SubCategory Pc ThiedCategory coan net open fla Double clicking a KB article record will can not the attached file in the Locabon i Description AAA automatically open the KB Edit form Cause These files now seem to open fine Thanks ton inno Here you can make changes to the KB Bias Testing Add Resolution article such as updating the solution field or _ Additional Information adding a download file to the list Keywords K810 SRID 6 Link this KB to any download files Download Files
119. icle within the text editor described above Make any changes you want and then click the Save button 91 CSE Service Manager Administrators Reference Manual V4 Purging Expired News Any news article published can have an expiry date configured In normal use once this date has passed the news article will stop being displayed within the portals news menus You can either manually delete the article or you have the option of purging the system of all expired news Please note that both of these operations remove the news article completely from the system there is no backup If the news article might need to be published again your best plan is probably to leave the article in its expired state When you need to reactivate it edit it and change the start and expiry date fields as appropriate Preferences Download The download section allows a library of useful files to be stored within Service Manager and for them to be made available to end users and technicians as appropriate Keeping a library of useful drivers and software utilities on hand for all technicians will save time and effort Online manuals and instruction sheets can be archived here and made available to your end users to access directly and for downloading You could also use the download section to store on line training videos that end users can ACCESS CSE Service Manager Version 1 0 0 2 ser Administrator A A EET tee 1 User Preferences
120. ification Rule Users this notification will be sent to sonal J S all Admins f All Technicians There are some special groups available that can be E selected which are defined automatically by the system G oe ee Assigned To User Appropriate to the service desk function are Booking User Request User All Admins xx Routed To Users a e All Technicians Adei ofiemn e Request User e Routed To Users The first two represent the management users defined when Service Manager was configured Request User is the person who entered the service request and routed to users relates back to the users that the system has routed the request to via an appropriate routing rule You can also select individual users from the list that appears Is Enabled This option allows you to switch the rule on or off Service Desk Triggers Service Request Creation This is a basic rule that will trigger whenever a new service request is processed Service Request Creation Priority gt This rule extends the scope by allowing you to specify that a secondary condition be required to trigger this notification in this instance this is the service requests priority level You can select the priority level from the pull down menu In this way you can build notification triggers that generate emails when processing high or urgent priority service requests Service Request Modified Thi
121. imply enter cece Enter Search Terms aol the text that you want to find into the text box lung Some sie cas and click the Search button The first match wani found will then be highlighted with the news Living snakes are found on every continent except Antarctica a editor are ermit ance ven e ny Rich TextBox Search aih many h If the term you are searching for does not exist a warning box will appear close by clicking the OK button The search term lungie could not be found iN OK 87 CSE Service Manager Administrators Reference Manual V4 EA i Insert URL Link This control allows you to insert a URL link into the body of the news article First mark the text that you want to apply the URL to Then click the Insert URL button and then enter the full URL into the list box provided then click the Insert button COUSeS pamiVI mjJUIy UF OCS w prey slive or kill R via constnc al Insert Picture This control allows you to insert a picture graphic into the news article Position the cursor to where you want to insert the image and click the Insert Picture button The image system works as a library images are uploaded into the database and can then be re used in different news articles To upload a new image click the Browse button and select the image files that you want to upload 88 Most species are non venomous and those that hava wannm utast Anmar and subdue prey rather thi
122. ing Rules ey Escalation Rules Create a new Routing Rule LA CSE Service Manager Administrators Reference Manual V4 Final Steps Now we have re allocated hardware related Service Requests to the most appropriate SLA we can now implement the specific escalation processes for each of the various priority categories Rather than illustrate all three examples we will concentrate on Service Requests that have been transferred to the Hardware CRITICAL SLA By definition any Service Request that falls within the remit of the Hardware Critical SLA is something that requires immediate attention as it is likely to cause major disruption to the ICT system as a whole The time to respond targets are therefore regarded as top priority drop everything else and look at this issues So we the first thing is to look at is who these Service Requests are routed to Remember routing an Service Request does not imply responsibility to resolve the issue That is the remit of the person to whom the Service Request has been assigned Routing simply means that those users specified have visibility of the Service Request with the service desk Since critical issues are so important we want all the ICT support team to be aware we would also like to make some members of the SMT aware The easiest way to do this is to specify a routing rule that includes all service desk administrators technicians and specific SMT members Note that the routing
123. ing User 1002 42 39 Admir strator Dsk p o Ary Disk is lt 9 free ACLA Comeuter Disk is lt 5 free GRP All Admins 09 02 2032 21 49 20 Administrator Boek Ano has lt 50 MB free ACLA Comeuter Disk has lt JOMB Fr GRP a4l Admins 11 02 2012 00 29 25 Administrat Printer Supply Level A Printer Supply Level Printer Supply Lewel is 10 ACLA Printer Printer Supply Level GRP Admins 11 02 2012 00 19 06 Administrator Service Request amp Sermce Request Service Request Service Request Creation Priority gt 4 an On New t Request Admin GRP inst 0 ate QQ Service Requet Service Request Service Request Modified an On Serv st Change Asmin GRP ins 09 Admin strator RR Service Roges Si Request Service R n Priority gt 4 al O Due User ar or strato amp Sarva Neguest Si Request Service ft d tieit Statua AasignedTo Notes AN Request User U tt o atr ator 8 Service Request Service Request Saraca Request Modified an ons ange AssignedTo US User o gt 15 7 sR Service Request Service Request Service Request Modified all On Service Request Change RoutedTo GRP Routed To Users 03 02 2012 22 39 41 Administrator Software Service Deck fh Sonme Ary Software is not compliant ACLA Comeuter Software Wot Compliant GRP All Admins 12 02 2022 00 30 50 Administrator 7 nnn 55 CSE Service Manager Administrators Reference Manual V4 Service Desk Notification Rules The new notification system is rules based and allow
124. ing to an external SMTP server but you should include this if you are sending to an internal MS Exchange server Encoding defines the format by which your email is configured before being sent Then UTF 8 format 8 bit Unicode Transformation Format is probably the most commonly used email format However the system does support other commonly used email encoding system Our advice is to stick with UTF 8 and only change if your ISP demands a different format Content type can either be HTML or plain text Our advice is to use HTML format Finally there is an option to use SSL Secure Socket Layer communication protocols when accessing the SMTP server This system ensures that over the wire transmission of emails is secure and encrypted The simple way of knowing if your system requires SSL switched on is to look at the URL normally used to access your email portal via the web If the URL starts with httos then you have to tick the Use SSL tick box ee We have included a Test Settings button and it Emal Seting provides a quick confidence check the settings Please enter the address to send test email to entered are going to work oK Cancel You will be prompted to enter a valid email address please use one that you have immediate access to re Test Outgoing Email i Successfully Sent Email After a short delay and if everything is working the system will return saying that the email has been successfully
125. ion is greater than appropriate pull down list 0 days 4 hours 0 minutes boxes X Requested by Escalate when Creation Date v Escalation actions to perform Change Category his casa The middle section allows you citi r to define the trigger point that Change Status will activate the rule Change Priority v Change Assigned To The next section allows you to Change SLA 5 define the action you want to err eae occur when the escalation rule oo triggers _ Notify Routed To Users pamela S O 1000 The bottom section allows you to control the notification emails that are sent out Finally at the very bottom is the escalation level This is an important part of the entire escalation system So what are these escalation levels Escalation levels are numerical values between O and 1000 which are incremented when an escalation rule triggers They are applied to all Service Requests entered into the service desk database every service request has an assigned SLA and an escalation level The rule is that escalation levels cannot be reset or be changed back to a lower level They are used by the escalation rules system to prevent the same rule triggering more than once which prevents the chance of Service Requests continuously looping around a series to escalation rules All Service Requests start life with the escalation level set to zero Whenever an escalation rule triggers you should config
126. is a useful aid when it comes to positioning the chart within the dashboard 16 CSE Service Manager Administrators Reference Manual V4 Row 0 Column 1 top right frame x The position row O column 1 is the top right Dashboard Item cono AA O we quadrant of the dashboard display Item ActiveServiceRequestByPnority The row and column span fields are again Title Active Service Request By Priority set to 1 which means the chart will occupy Row 0 2 Row Span 15 only one frame Column 1 Column Span 15 Width 02 Height J Once again the width and height values are J D W Isvisible set to 1 the chart will automatically size in Chart Type Bar order to fit the specified frame The new chart displays in the top right hand frame Armes Serene Rapenire Aches heres Regent iy morts inet i u in a Row 1 Columns 0 bottom left frame Dashboard Item Config m na Row 1 column 0 is the bottom left quadrant of Item ActiveServiceRequestByCat the dashboard display iiss araa Ge Conan The column span field is set to the value 2 oe 5S ee Aa This means that the chart will occupy both Column 0 Column Span 2 column 1 and 2 Width 0 e Height 0 Z Isvisible Once again the width and height values are Chart Type Pie set to zero which means the chart will fit within the specified frame s automatically Lf P The bottom chart now occupies both of
127. is chapter is almost the same as the Technicians Portal Guide in that it describes the main interfaces used to manage service requests Preferences Menu Clicking on the Service Manager option opens the e Service Manager Menu Here you can browse the SQ Service Requests service Requests that have been assigned to you amp Submit Service Request s Service Request E Mail Say Knowledge Base Viewing and Managing your Service Requests Clicking the Service Requests option will display all your Service Requests in tabular form Assuming that you are logged in as the Service Manager Administrator you will be presented with all the requests contained within the database not only those assigned to yourself To see only those requests that belong to you click the Assigned To Me tab at the top All Open In Progress On Hold Closed Assigned To Me Drag a column header and drop it here to group by that column Category Y Request ID Y Request Use Y Subject Y Status Y Assigned To Y Priority Service Request Table Sorting Double clicking any of the column headers will sort the entire table Request ID Y a small arrow will appear to indicate the direction of the sort You can also right click any column and select the sort type from the menu that appears leat 1st st Lica SZ Subhiart SZ Statue W Sort Ascending by Request User Sort Descending by Request User Clear Sorting by Request User ist Gr
128. is up to speed with all aspects of IWB operation and software so much so that they are the go to person whenever there is any issue with these devices The IWB SLA can be configured in such a way that as soon as an IWB request Is raised the request is automatically assigned to that person and an email is sent to them containing the service request details If that person fails to respond within prescribed timeframes then the service request is escalated up a priority level and a reminder email sent to the person assigned to the job with a copy to their manager The fact that a target response has been missed is automatically recorded against the service requests history and a record of the emails sent is recorded in the notification history All these operation take place automatically significantly reducing the management time that would be required to duplicate the process manually An SLA doesn t forget that a request needs action It seems that might need more than one SLA This is true As you assess the services that you provide to your end users you will quickly realise that many of the processes and procedures that you and your team perform have different timescales applied to them One of the advantages of creating and maintaining SLAs to cover these is that this effectively documents the responses expected in any given situation Staff become aware of their individual responsibilities given any situation and will be secure
129. ith the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The date and time the timers were last updated for the service request The name of the timer associated with the service request 60 CSE Service Manager Administrators Reference Manual V4 Timer1 Value The value of the timer associated with the service request Timer1Code The code of the timer associated with the service request Timer2Name The name of the timer associated with the service request Timer2Value The value of the timer associated with the service request Timer2Code The code of the timer associated with the service request Timer3Name The name of the timer associated with the service request Timer3Value The value of the timer associated with the service request Timer3Code The code of the timer associated with the service request Timer4Name The name of the timer associated with the service request Timer4 Value The value of the timer associated with the service request Timer4Code The code of the timer associated with the service request Timer5Name The name of the timer associ
130. ity Z Custom Fields Routing Q Timers IB service Hours ch e Admin Portal v G Preferences a Create a new Routing Rule Create a Downloads moog on ceuuneanenn T gt Edit News Edit Undo Delete ty Knowledge Base messaging Last Updated By supervisor Last Updated On 30 08 2011 16 58 as Me s r 9 Portals Rule Name Projectors From Request User Route Request To a Service Desk Settings Category Hardware amp All Request Users 8 All Admins B SLAS SubCategory Projector amp st L ALEJANDRO i All ThirdCategories user Management ThirdCategory All Third gori AutoAssignTo Assign SLA Hardware SLA Edit Undo Delete Last Updated By supervisor Last Updated On 30 08 2011 17 07 3 a Rule Name Projector Blown Bulb From Request User Route Request To Category Hardware amp All Request Users amp amp All Admins SubCategory Projector amp st c ALDO ThirdCategory Bulb Blown AutoAssignTo Assign SLA Hardware SLA Edit Undo Delete Last Updated By supervisor Last Updated On 30 08 2011 15 03 P he ow 9 Service Desk v Rule Name Default Hardware SLA Routing From Request User Route Request To PA Technician Portal v Category All Categories i All Request Users All Admins In the example listed above we have two routing rules defined that filter on Hardware Projector category fields Within the list the Projectors rule appears before the
131. l V4 R Edit Service Level Agreement E Next click the Escalation Rules be seve sus button SLA Name Sao Escalation Rules Notice that there are currently no d New Escalation Rule JA Edit Escalation Rule elete Escalation Rule i i ji_ stim reu ie defined escalation rules The next Name Escalation Time Escalation Level Description Notification Updated 7 step is to create our first rule Click the Add New Escalation Rule button This opens up the Add New Escalation Rule window Here we give the rule a descriptive name L Add New Escalation Rule H Save Escalation Rule We are fi teri nN any Servi ce Req u est th at iS Escalation Name Default SLA Transfer to Hardware SR s i Escalate Service Requests that match entered with the primary category set to category z H ardware i SubCategory All SubCategories v ThirdCategory All ThirdCategories x Status Any Status x We have left the Escalate when at the default ae lt value of Creation Date but we have changed the Assigned To trigger time to 5 minutes R All Request Users Requested by Remove In terms of the action to perform we are simply changing the SLA that this Service Request is a a a assigned to to Hardware SLA to current date duration is greater than 0 days 0 hours 5 minutes Escalation actions to perform We have set the escalation level to a value of 1
132. l email addresses In this case you have one of two choices The first is to manually populate the Active Directory with valid external email addresses for each of the service Manager end users The second option is to instruct your end users that they will need to manually add their own email addresses to their accounts using the My Settings option within the End Users Portal They will need to enter their external email address into an alternative property location within the system s Active Directory 9 Last Updated By Py Submit Service Request My Settings Your Service Requests Theme Windows7 Po Knowledge Base a Downloads E MySettings In the example to the left you can see that the Primary email address has been resolved from the Active Directory as this user has an existing MS Exchange Account If you do not have a domain based Exchange Email system this box will be blank Last Updated On If and only if this is blank you should enter a aan valid external email address This will update your Active Directory account information Below is a space where an additional email address can be entered If you enter an email address here messages will be directed to that account as well The IM Address and SMS Mobile number options are not yet implemented and will become available in a future release of the system However you can always enter these if you already know them When finished making any changes
133. lown to AV Tech 0 days 4 hours 0 mins 142 Triggers on Creation Date to current date duration is greater than 0 days 4 hours 0 mins change assigned to st C ALDO Escalates service requests with category Hardware with subcategory All SubCategories with thirdcategory All ThirdCategories with status Open HW Normal SLA 24 Hour Target Missed Triggered 0 days 1 hours 0 mins 150 seers by GRP AN Request Usarg Triggers on Time to Respond duration is greater than 0 days 1 hours 0 mins change priority to Urgent Escalates service requests with category IWB Issues with subcategory with thirdcategory requested by GI Triggers on Creation Date to current date duration is greater than 0 days 0 hours 5 mins change assigned to st C ALDO HW Normal SLA IWB issues to AV Techs 0 days 0 hours 5 mins 143 82 CSE Service Manager Administrators Reference Manual V4 SLA Escalation Rule Editing You can edit any of your SLAs Escalation Rules by either double clicking the rule or by highlighting and clicking the 2 button in the tool bar SLA Escalation Rule Deleting You can delete an SLA Escalation Rule by selecting the rule from the list and then clicking the OB H 84 button in the toolbar Remember that deleting an escalation rule from an SLA will not affect any Service Requests that have triggered by the rule Any actions that this rule performed on the
134. main active until you change them 129 CSE Service Manager Administrators Reference Manual V4 SR Column Filters There is also a filter facility to facilitate the quick formatting of your Select All x Service Request data view enabling you to quickly home in of the 08 A DAVIS data you might be looking for Administrator st A ALFONSO The filters are context related to the column you click showing you the canneries active data available from that column that you can base your filter on rare supervisor To create a filter select your column and click its Y icon Show rows with value that Is equal to v aA And Is equal to v aA Filter Clear Filter SR Group Headers You can grab a column header and drag it into the Group Header section This then orders the service requests based on the values assigned under that column For instance by dragging the priority header into the Grouped By area the table view changes to group the service requests by the various Priority settings All Open In Progress On Hold Closed Assigned To Me Grouped by Priority Request ID Y Request Use Y Subject Ys Category Y Status Y Assigned To Wf Priority High a Low 78 08 A DAVIS FW 69 FW 65 Computer In Progres Administrator low 33 supervisor is after hours test Computer Open 08 A JONES ow o gt Medium send engineer send to suppliers You can expand and collapse the grouped record sets by clicking the arro
135. me This opens the standard report configuration Report Title a S C r e e n Category Filter Category All Categories 4 SubCategory i All SubCategories 4 Proceed and make any config changes you IET z All ThirdCategories z A P the View Report button to check the ostero makanga Prom Dete 02007257 E eee STOO E Owner T Saxby Save Changes Undo Changes View Report Share Report Click the Save button to finish Appointment OpenclosedRequestsPercategory If you create multiple reports you can colour code O Edit Recurrence i Categorize them so that they stand out when looking at the schedule nima Radestacory fr report schedule screen To do this click the Description o Teen cameo Categorise button and pick from the various Blue Category Email To T u category colours displayed Purple Category sef Yellow Category T Click the Save button to update the schedule Pink Category El Start time 2 Orange Category r D i Appointment Recurrence lt Ci ts nen x Finally you can set the schedule for the report to run by clicking the Edit Appointment time Start 09 19 r Recurrence button i Duration 5 minutes j gt End 09 24 X The start time will by default be the Abeer cael Current system time You should ER ai Recurevery 1 gt week s on i i Weekly change this as appropriate Monthly Z Monday O
136. module is found under the Technicians Portal Reporting System Features e Fixed Generic Reports e Fixed KPI SLA Performance Reports e Custom Report Builder e Comprehensive Report Filtering e Scheduled Reports Service e Automated Emailing of Scheduled Reports e Personal Reports e Shared Reports Report Console The Report Console provides you with access to all the reporting tools CSE Service Manager Version 2011 2 2 2 z 4 User supervisor gt gt Admin Portal Reports Computer tonys system cse net local 172 16 1 198 Q 2H A Main Menu wae 4 Add New Report BA Delete Report Add New Folder Delete Folder 2 Admin Portal MyReports Reports amp Shared Reports amp My Reports Pi Knowledge Base Y Scheduled Reports i m Here you can create your own reports and create folders to structure those reports a Downloads MySettings There are three main categories of reports My Reports contains reports that belong to you and are only visible to you Shared Reports are reports that have been created and then shared and made available to other Service Desk users Finally there is Scheduled Reports which have been scheduled to run at a certain time and date 112 CSE Service Manager Administrators Reference Manual V4 Across the top of the console is the toolbar and this contains the various controls available to YOU Add New Report ial Add New Report Oates a new report u
137. more high level information which may not be relevant to them Service Request Assets You can tag service requests directly to individual assets held within the CSE Asset Manager R database Simply click the Add Asset button and at2 S SS SO select the asset from the list that appears AtS ICT 1 ICT1 Main Suite n ICT1 002 ICT1 003 ICT1 004 I1cT1 005 Asset Name To remove assets select from the list and press the Aasats abdin t Add Asset Art 2 Remove Asset Button one Remove Asset If you want to view details of individual assets simply double click the entry in the table This expands and displays the record relating to the machine 134 CSE Service Manager Administrators Reference Manual V4 Changing Service Request Data Much of the data contained within a Service Request cannot be changed once entered This includes the following data fields e Request ID e Created Date e Last Updated e Attachments you can add new attachments e Message e Notes you can add a new note e Resolution you can add a new resolution e Solution you can add anew solution Resolution and Solution fields can contain multiple entries which may seem strange at first However ICT issues have a habit of returning and as a result your end users can reopen any of their previously raised Service Requests As a result you may have to re visit and re investigate certain issues and modify your resolution and solu
138. move any of the dashboard X items from your list highlight the item and click the Remove link 20 i Finally after you have added edited or i E removed a dashboard item from the list please click the Save button 23 CSE Service Manager Administrators Reference Manual V4 Service Manager Admin Preferences Menu service Manager configuration and management options are found within the Admin Portal under the Preferences menu Preferences a Downloads gt Edit News Clicking on any of menu items will display the options available Pp Knowledge Base Preferences Localisation fe Localization a Messaging ch Notifications Q Service Desk Settings a li SLAs Before we look at user management we need to talk about localisation As a software vendor we strive to make our systems appropriate across a range of markets segments Though we are traditionally a specialist supplier to the education market Service Manager is appropriate across many segments So in order to cater for these we have added a facility that allows you to subtly change the way the system addresses itself Main Menu Last Updated By SYSTEM Last Updated On 19 03 2012 19 19 Company Reference Text Blue Coat School Save Changes Undo Changes e Admin Portal Preferences a re Asset Manager Settings a Downloads gt Edit News tp Knowledge Base fe Localization Nm Messaging ch Notifications a Servi
139. n or end user this will generate an email that is sent to the technician that the Status Status Service Request is assigned to Sanon s sokNeny Notes Notes Attachments LinkToAttachments On Service Request Change Assigned To if Enable Email On New Service Request Admin Subject Earlier in this chapter we examined On New Service Request Request User A Service Request has been updated k R On Service Request Change Admin Body the automatic routing of Service S peaske E On a Requests using routing rules Service Request Change Routed Description Description x Category Category On Service Request Change Request User Sub Category SubCategory Third Category ThirdCategory As To AssignedT Mierky POY Whenever a Service Request is Status Status Request User Requestuser changed either by a technician or Solution Solution Notes Notes end user this will generate an Attachments LinkTcAttachments L email that is sent to the technician that the Service Request has been automatically routed to On Service Request Change cones Request User S Enable Email On New Service Request Adm n Subject l l amp On New Service Request Request Usar S 5RID Sudject Whenever a Service Request is changed Gh On Service Requent Change Admin Body Poa f On Service Requent Change Asti
140. nd emor A monitor display is upside down Category Computer Computar Peripherals Software Software Software Computar SubCategory PC PC Fax Machines CSE Workspace Explorer CSE Workspace Explorer CSE Workspace Explorer Monrtor ThirdCategory How to can not open fila Error Crees mot work proper 100 CSE Service Manager Administrators Reference Manual V4 a Eit KB Artida Select the KB article the table and click to edit its contents The form allowing you to edit existing KB is exactly the same as the form used above when entering a new KB article Og Deiere KB Article Select the KB article from the table and click to delete This requires confirmation before the article is actually removed from the KB View Unapproved Comments Click to display all unapproved comments attached to KB articles To approve a KB comment highlight the record and click the Approve Selected Comment button To delete a KB comment select the record from the list and click the Delete Selected Comment button Note that you can use Ctrl right click to select multiple records to add or delete Both adding and deleting records will require confirmation before being processed view All Unapproved KB Comments Jaer Adr sa E Approve Selected Comments x Delete Selected Comments CommentiD Username Full Name Email Comment 101 CSE Service Manager Administrators Reference Manual V4 KB Art
141. nder the header selected me Allows you to delete a selected report Add New Folder b Allows you to create a new folder structure under the header selected Delete Folde k See Allows you to delete a folder The folder tools allow you to create a structure under the various headers into which store and organise your reports If you are working with reports a lot it is probably a good idea to create a structure like that below in order to make things more organised a Add New Report i Delete Report Add New Folder k Delete Folder Le My Reports Here you can create your own reports and create folders to structure those reports 4 amp MyReports ___ KPI Reports _ Category Based Reports _ Reports under Development _ User Based Reports amp Shared Reports CA Scheduled Reports Each of the various headers provides repositories in which reports are stored The general constructs of creating folders and creating reports are basically the same across all three We will explore each one later in the chapter but to start off we will concentrate on My Reports Report Types Fixed Generic Reports Fixed generic report templates provide a quick method for generating useful general reports about various aspects of the of your service requests To create a report click the My Reports folder or sub folder to select the report location and then click the Add New Report button in the toolbar This starts the Report Selector Wi
142. ne amp amp uw cd CSE Service Manager Administrators Reference Manual V4 Open Closed Requests Assigned To Open Closed Requests Assigned To P q g This report is useful as it Created By supervisor Created On 01 09 2011 14 28 allows you to generate a ne E report that allows you to see Report Name Open Closed Requests Assigned To which technician has Service Report Title Open Closed Requests AssignedTo Requests assigned to them Category Filter Category All Categories hd SubCategory Once again you can filter ah Sut Eninonges 5 based on the three category ThirdCategory i eeann m tiers The User Type select Usertype Filter ee from Administrators Date Filter DateRange a7 From Date 01 08 2011 m To Date 01 09 2011 p Technicians or Unassigned Owner supervisor and the standard date range Save Changes Undo Changes View Report Share Report Se ectlo n Active Service Requests In Service Manager Active Service Active Service Requests Requests are requests that are not Created By supervisor Created On 01 09 2011 14 34 closed They are either Open On Hold ENP ppr or In Progress Report Name Active Service Requests Report Title Active Service Requests Active Service Requests renders a ind Sa oa Ripa egories z report detailing the service requests SubCategory that fall with this specific category i auibseteeorien z ThirdCategory All ThirdCategories z The standard categ
143. ng the list box This allows users to search and group KB articles quickly Sub Category Select relevant sub category from the list This further aids in searching and KB grouping Third Category Select relevant Third Category from the list further aids searching and KB grouping Description This field allows you to describe the issue Cause This field allows you to describe what actually causes the Issue Solution This field allows you to document the solution Resolution Documents the outcome Additional Information Allows you to document any additional supporting information Keywords allows you to add your own search tags keywords This makes searching the KB much more efficient Download Files Allows you to link the KB to files held in the download section Show KB To Defines who can see this KB article Save Knowledge Base Aricie Click to save you KB article when data entry has been completed KB Article Controls Across the top of the KB Article table are a number of control buttons JP Add New KB Article Gi Edit KB Article x Delete KB Article i View Unapproved Comments Group Header Drag a column header and drop it here to group by that column ID KB KB10 KB13 KBi4 KBis KE16 KB Title How to upgrade to Windows 7 Problem with File How to reset Fax Machine Error 1005 Home Access Not being able to login from home Home Access Portal Network not fou
144. nicians It does not mean that anybody has started working on it yet or possibly even looked at it When the administrator or technicians start work on investigating a request they will change the request s status from Open to In Progress indicating that they have seen the request and have started to work on it So the difference between the request being Opened and the status changing to In progress can be used to measure the initial response time QD Edit Timer ae To create or for that matter edit a custom timer Timer Name Initial Response Time double click an empty row within the timer table m Timer Expressiont Clear Expressoor i i es x this will start the logic builder Enter the timer s name in the box provided Now we are ready to build the logic expression Stop Timer Expression Clear Expressions that will start the timer l Start Timer Expression Clear Expressic Use the list box and select the first part of the logic expression in this case we want to select the Status variable Category IsAfterHours Priority SubCategory ThirdCategory Start Timer Expression Clear Expressions Next we want to select the operator in this case EE we want to use the equal operator Status X ISNOT Start Timer Expression Cea ssa m Finally we need to select the condition value from the final Open In Progress list box It is worth poin
145. nowledge Base A End User Portal lt Allow comments to be added to KS articles Edit News _ Pre approve comments save Unanges Jndo Changes a Downloads hy Knowledge Base jp lt c New KB Article A Edit KB Article x Delete KB Article e View Unapproved Comments Reports Group Header a Messaging Drag a column header and drop it here to group by that column ID Title Category SubCategory ThirdCategory KB1i How to upgrade to Windows 7 Computer PC How to K510 Problem with File Computer PC can not open file News A K813 How to reset Fax Machine Error 1005 Peripherals Fax Machines Error _ Changing Passwords Posted by Administrator Start Date 11 02 2010 KBi4 Home Access Software CSE Workspace Explorer This term we have delegated KB15 Not being able to login from home Software CSE Workspace Explorer the ability of changing users k f fo passwords to all members of KBi 6 Home Access Portal Network not found error Software CSE Workspace Explorer staff If yo KBi7 A monitor display is upside down Computer Monitor Does not work proper Click to view News Item _ Printing Costs Posted by Administrator Start Date 11 02 2010 Printing costs a fortune The current school budget for Knowledge Base Settings is the section where the general behavior of the Knowledge Base is controlled a When closing Service Request ask whether to add to Knowledge Base 98 CSE Service Manager Administrators Referen
146. o meet the requirements of your establishment You can customise the individual portal banners making it possible for you to brand the system with your own logos The individual portal controls are accessible by selecting the appropriate service desk user tyoe header Admin Technician End User and then clicking the portal tab that is displayed Technicians s J Users KS Portal Settings gt amp SDTechs Service Manager Technicians Last Updated By Last Updated On kA A Header CSE Service Manager Ne Service Desk LU Show Grid Lines Design Time Only Restore Header to Default Setting V Is Visible V Is Visible e Administrators RA Technicians MIs Visible o End Users The header is split into three areas going left to right these are called Column 1 Column 2 and Column 3 You can include an image logo in each of these columns and specify a background colour The column width control allows you the size the image that you are applying to each column When adjusting the column width the size changes in real time so you have visual confirmation of the alteration being made You cannot change the banner header text but you have the option of switching it off and or Changing font colour and position Any changes you make appear in real time as you apply them The Admin and Technician Portal configuration settings are the same you have control over the banner
147. of the other Oe CE routing rules below this rule will always AutoAssignTo M Graham g y Assign SLA Default o grab every single service request entered Edit Undo Delete into the system This obviously is wrong as it destroys the logic a ae i o CEE behind the other rules that have been entered Rule Name VLE Support Calls From Request User Route Request To The solution is to change the order in which the i ee e eee a 4 uDCategory routing rules appear within the hierarchy To do ThirdCategory All ThirdCategories this use the blue up down arrows to change the Henge of ign erau rules position E a Ga j Last Updated By supervisor Last Updated On 16 06 2012 13 20 B EEA Now the general catch all rule is at the bottom of om EEEE cette krilom the list and the rules above can effectively filter Category Software amp All Request Users Sg AII Technicians SubCategory SIMS the service requests correctly and apply the appropriate settings to it AutoAssignTo M Graham Assign SLA Default Edit Undo Delete Last Updated By supervisor Last Updated On 16 06 2012 13 18 Rule Name General Technical Calls From Request User Category All Categories amp amp All Request Users 3 All Technicians SubCategory All SubCategories T Saxby ThirdCategory All ThirdCategories AutoAssignTo Assign SLA Default
148. only The End User Portal is slightly different as you can also manage and create a start page message We will come to that later in this section since the banner format controls do the same for each of the three portals we will only explore modifying the Admin portal banner You can then use the same procedure to modify the Technician and End User portals By using different coloured banners for the three portals you will be able to see which portal is in use by a quick glance at the screen 32 CSE Service Manager Administrators Reference Manual V4 The Show Grid Lines tick box is a design only feature It simply switches on a set of grid lines within the banner that allow you to accurately judge column positions To see what images are already within the database or to add your own images click the A Browse button The image library is general purpose in nature and as such is capable of handling large images such as photographs However the portal banners are fixed in size and the images that are applied here should be approximately 60 x 90 W H pixels If you try and use images larger than this they are unlikely to fit well The image library control allows you to select existing images by searching the library and MER L ticking the select box against the chosen image Click the Insert button to make the selection If you wish to import a new image first make gt sure that the image you want is of an appro
149. or Cancel to start again Adding a new Sub Category gt Computer 4 gt Departments 4 gt Furniture 3 gt Network Equipment 4 gt Peripherals 8 gt Servers 5 gt Software 6 gt Telephony Voice 4 Tablet Computers 0 gt i fy Save Changes D Delete Category affa Add New SubCategory Category Name Tablet Computers Message Template When a new service request is opened in this category this template will populate the message field automatically The template will be applied to the subtree of the current category J Show for all users Copy Show for Selected Users only i Gp Add New Category gt Computer 4 ee a Eee E gt Departments 4 E kasave Changes JG verete SubCategory Gp sda New ThirdCategory gt Furniture 3 SubCategory Name Apple iPad gt Network Equipment 4 gt Peripherals 8 Visibility LI Show for all users b Servers 5 Copy Show for Selected Users only gt Software 6 Visibility from Parent K Visibility to all child nodes gt Telephony Voice 4 Add 4 Tablet Computers 1 Apple iPad 0 Remove Prompt P New ThirdCategory Name OK Cancel 39 Select the category that you want to add a sub category for by selecting it from the table on the left Click the Add New SubCategory button and enter your new subcategory name in the text box provided Click
150. ory and date range Grouptype status filters are available but there is anew Date Filter Date Range From Date 01 05 2011 m To Date 01 09 2011 m Group Type filter included Owner supervisor Save Changes Undo Changes View Report Share Report GroupType Status x Date Filter Category _ Administrator Owner supervisc Technician Save Changes _ End User This allows you to further filter the reports output based Pany upon Category Administrator Technician End User Status Priority and Status 118 CSE Service Manager Administrators Reference Manual V4 SLA Report Per Measurement This report is more specialised and more complex to configure as it interacts with Timers SLA Measurements and Measurement items There is a Separate section at the end of this chapter that describes the operation of this type of report Custom Reports Whilst the standard generic reports provide plenty of opportunity to generate meaningful and useful reports regarding the state of play with your Service Desk Custom Reports provide a massive expansion in terms of bespoke report generation By its very nature the custom reporting system is capable of generating reports based on custom selected data fields from the CSE Service Manager database and multiple user configured data filters The system is capable of generating thousands of different report types Whilst we have extensively tested this module to the bes
151. oup by Request User Ungroup Request User ISi s Choose Columns zmooc ceso sor 128 CSE Service Manager Administrators Reference Manual V4 SR Table Column Order You can change the position of columns by dragging the column header to a new location You can also right click any column header and select the appropriate option from the menu that appears SR Column Chooser ri Column Chooser M e Available Columns Selected Columns Active Time Assigned To Close Time Category Message Escalation Notes Insert Time Phone Number Last Updated Resolution Priority Solution amp Request ID Station Request User SubCategory Status Submit User Subject ThirdCategory SystemMainTimer Timer 2 OK Cancel Click OK to make the changes The initial table is formatted to show the headline information about each Service Request However this can be customised to your own personal requirements by using the Column Chooser system To start the chooser right click any of the column headers and select Choose Columns from the menu simply select the database elements that you want to be displayed from the Available Column and then press the gt gt button to move them into the selected Columns table To remove columns select the database element as appropriate and click the lt lt button Your own customised column layout will be saved in the database and will re
152. pe of report you want to create using the wizard Appointment OpenClosedRequestsPerCategory Edit Recurrence BJ Categorize When you have selected the report you want the schedule appointment configuration screen will open Here you can specify the schedule name and description Description Open Closed Requests Per Category Email To separate addresses with Edit Report Details In the email field you can enter the email addresses you want the rendered report to be sent to Separate multiple recipients with semi colons Start time 02 09 201 FE 14 36 E Save amp Close Cancel The start date and time will be the date of the calendar resolved by the cell you double clicked on and the time will be the current system time If you wish to change the date simply click the calendar icon beside the start time date field and using the calendar tool select the date you want To change the time either type in a new time 24hr clock or use the pull down list box to select an appropriate time frame 125 CSE Service Manager Administrators Reference Manual V4 Whilst we selected the report type using the on eee LE wizard at the start of the process we haven t Open Closed Requests Per Category configured any of the report parameters yet Created By T Saxby Created On 02 09 2011 14 42 To do this click the Edit Report Details link ee oo Report Na
153. priate size Then use the Browse button to search and select the file Not you can import up to three images in one operation if you so wish ez aor To upload the selected images click the Upload button Once the image has been uploaded into the database you can immediately i mmn scan the image library and select your new image and insert it into masa the banner S2Apna 15 21 KB X Total 0 15 21 KB Cancel Upload Add more files Insert Cancel l Please note that the image library is a common component within the system Any images uploaded here can be used in any situation where images can be displayed This includes the portal banners news articles end users portal welcome screen and Asset Manager 33 CSE Service Manager Administrators Reference Manual V4 Once the image has been selected the portal banner at the top of the screen changes to show you what it will look like i Save Changes A Undo Changes Header Service Manager sion 2012 2 1 0 Dii User supervisor rice Ves Computer cse accounts 172 16 1 148 Width 60 Width ji Width 6 F BG Colour BG Colour BG Colour VE Image Image Browse Browse Browse Title Font Colour Left Margin 80 v Is Visible SubTitle Font Colour MM Left Marain aon M Is Visible aa Notice the small minus symbol
154. ps the system timer clocks ON HOLD usually means that you are waiting for external assistance or approval from a higher authority Such as signing off for an engineer to attend site Finally when the issue has been satisfactorily resolved and the end user is happy with the solution given the request can be CLOSED Changing the Priority The service request s priority can be changed This Status lo Procceen might be because the end user selected the wrong Priority level when entering the request PrE vai Attachments But you equally might feel too high a priority was set initially and choose to lower its value There are possible implications of changing the request s priority level that you need to be aware of The priority value is one of the fields that your Service Manager Administrator can use as an SLA and routing trigger 136 CSE Service Manager Administrators Reference Manual V4 lt is possible for you to change a service request s priority and then find that it had been automatically re routed to a more senior technician for resolution Keeping Track of Your Requests You can use the Service Manager portal to keep track of your assigned Service Requests and you can access the portal anywhere on the network by logging into a station and visiting the support portal web site Because the system is completely web based you could even access it externally if the router and firewall are set to enable this
155. r Dashboard items ActiveServiceRequestTotalGauc ActiveServiceRequestByCat sei neg ServiceRequestsSyStatus ServiceRequestByMonth O F Lot rgdetidagh Active Service Requests by Category TT Legend je j 7 GB Furniture E Network Equipment Save Changes Undo Changes GD Computer GB Peripherals YY Software GD Telephony Voice GB Departments GD Change Requests GHB Servers se J Item ActiveServiceRequestTotalGauge Name ActiveServiceRequestTotaiGauge Title Active Service Requests Row 0 Column 0 Width 240 Iv IsVisible Gauge Max 50 Radial 1 Min 0 Radial 2 Min 11 Radial 3 Min 21 Row O Column O top left frame Row Span Column Span Height The space made available for dashboard can be subdivided and individual charts placed within a frame Row and column number references the frames The top left frame is row 0 column O To understand this concept further it is best to look at the individual chart settings using the dashboard display above as an example Positioned in row O column O the top left quadrant of the dashboard display The row and column span fields are set to 1 which means the chart will occupy only one frame The width and height settings are absolute values and relate to the available display space If these are set to zero the system will use automatic values and generally fill the allocated frame space The gridline feature
156. rators Reference Manual V4 Downloads Allows you to manage and maintain a set of files that Service Manager users can download This can include files that everyday service desk users might need access to such as tools to remove viruses on line documentation packs and the service Manager End User manual Knowledge Base This is where you can publish details of and resolutions to common problems Technician Portal The Technician Portal is where Service Manager responders technicians can see all service requests that have been routed to them individually The Service Manager administrator can automatically configure rules that forward specific categories of calls directly to the technician best suited to resolve the issue On the other hand calls can also be routed manually by being assigned to an individual technician by the administrator In addition to being able to see outstanding service requests that have been allocated technicians can also raise new requests either for themselves or on behalf of users This is useful in the situation where service requests are made by phone Technicians also have access to the Knowledge Base and the Download section The Technician Portal is covered in more detail in a separate manual End User Portal The User Portal is where end users can raise support requests and where they can monitor the progress of their requests In addition they can access the download section and knowledge base
157. re Service Requests states that the request must begin to be investigated within 15 minutes of the call being raised So the first escalation level looks at the call s status If it is OPEN then it means that none of the ICT Support responders Administrators or Technicians have flagged that they are working on the issue service desk convention requires the status field of any Service Request is changed to n Progress when work starts to on resolving the issue The Service Request status field could also be flagged as On Hold if for instance they are waiting for a field engineer to turn up or Closed if the issue has been resolved When triggered this escalation rule also fires off an email notification informing the recipients that an SLA target has been missed Also notice that the Escalation level has been set to level 101 which is the next level up the escalation hierarchy for this SLA Hardware Critical 30 Target Missed It is now 30 minutes after the Hardware Critical Service Request was raised and the status field is still set to Open This escalation rule now fires off an email not only to all the ICT Support responders but also to the SMT This is seen as a major escalation step as it is intended to get the SMT involved in the issue Also notice that the escalation level has now moved up to level 102 76 CSE Service Manager Administrators Reference Manual V4 Hardware CRITICAL Service Request CLOSED amp RESO
158. reate a new Routing Rule E To change the order in which these rules get applied then please Danas use the routing tab under the Service Desk Settings section Last Updated By supervisor Last Updated On 30 08 2011 16 58 Rule Name Projectors From Request User Route Request To Category Hardware All Request Users 8 All Admins SubCategory Projector EA st L ALEJANDRO ThirdCategory All ThirdCategories AutoAssignTo Assign SLA Hardware SLA Add Remove Add Remove Save Unde Delete Clicking on the Save button commits the routing rule in the database If you no longer require the rule click the Delete button to remove tt 9 CSE Service Manager Administrators Reference Manual V4 80 CSE Service Manager Administrators Reference Manual V4 Routing Rules Hierarchy You can create many routing rules and they will appear in a list Having more than one routing rule assigned to an SLA brings into play the order in which they will be applied By convention rules at the top of the list take precedent over rules lower down in the list You can change the order of the rules but to do so you must use the routing rules control that is found under Preferences Service Desk Settings Routing Here you will see a global list of all routing rules and you will be able to alter the hierarchy by moving individual rules up and down the global list o H A P e nats Ww General Categories P Prior
159. rements on the other hand allow you to create a scoring system that automatically awards marks depending on how well you performed against these targets Whilst both measurement constructs are associated with individual SLAs it really is more appropriate to discuss them in the Reporting section of the manual 83 CSE Service Manager Administrators Reference Manual V4 Preferences Edit News News is designed to provide quick and efficient way of informing and updating your Service Manager users about issues that relate to the school s ICT system However the rather innovative method of delivery via the Service Manager various web portals makes the news system versatile and adaptable to many other uses A Add News Q Purge Expired News p Delete Selected News Group Header Drag a column header and drop it here to group by that column Title Message Start Date Expires Da Status Show Admin Show Manager Sh Weekending the 25th Feb The Blue Lion SchoolService Desk News 23rd Feb 20 11 02 2010 12 03 2010 Expired Potnia Cota R V for printing is currently ru 11 92 2010 poe Changing Passwords This term we have delegated the ability of changing 11 02 2010 Active Lions The lion Panthera leo is one of the four big cats in 08 03 2010 09 04 2010 Active cats The cat Fels silvestris catus also known as the do 08 03 2010 10 03 2010 Expired mice A mouse plural mice is a small mammal belonging 08 03 2010 11 03 2010 Expired meerkats The m
160. rrrresrrrresrrrrsrrrresrrrrnrrrrerrrrrsrrrrsrrrresrrrresere 133 DEI VICE REGUGSTACUVINOS wisssamteedtasiaulelindiacheatnasicenetienctigwatn dnctad e e R 133 Service ReguUSSt Soluto kne E E a daemon elas 134 DEMVICCHEGUESL ASSOS ar ead oie atorndial cea ee 134 Gpanging Service ne USSU Dala sseni E ERE 135 Changing the Request User anh sacacanticensnintedindunsncetaniabatedsardsdacniatigdabantnnatenmebetadsadmedeaiatietoes 135 NV ANCL Mal TME SUDOC Dorren e E E AE summa utetes 136 CHang te SUAS niar a T A T a awe es 136 Crand Me FAON orrae EA A 136 Keepin Track oryo r RegUGSIS aiea aa a r EET N AE Tor DEVICES Raguest HISTON aeeiiitsitna i edatia eie eR e RE ETA RANE NEARE 137 Service Re est NOM CAN OMS ecxtucteuaznalebnnniedougea natu aei e ai ar atin 138 DETVIGSREOUSSE INNO S narren e e T N ound aed Pa redo aan a 138 Appendix A Menu SUUCtUn E rrira E GcnGeeeelaas 140 Appendix B Database TagS ccccecccseecseeseeeceeeseeesaeeeaeens Error Bookmark not defined CSE Service Manager Administrators Reference Manual V4 Chapter 1 Introduction CSE Service Manager provides the framework for an effective school wide ICT support desk and reporting system It is designed to meet the needs of schools in implementing a FITS style ICT helodesk and incident and problem management functions as well as providing tools to analyse and report on issues that have been raised The system utilises the very latest web based technologies to d
161. rs who originated the service requests There are enhanced filtering options available so that you can specifically target the report s output In addition to the three category tiers you can also select the user type Within the service Desk there are three types of user Administrator Technician or End User You can make the appropriate selection using the list box In this example we have selected a much longer date range which will result in the report capturing a lot more detail In the rendered output below the report now stretches across two pages The report viewer will always tell you how many pages the report includes At the top of the viewer s frame is the page count and controls for navigating through the various pages Open Closed Requests Per UserType Cate Range 01 01 2011 01 09 2011 Generated on 01 08 2011 13 59 45 Cetegory Fiter All Categories AJ SupCstegories All ThiroCstegornes UserType Enc User Use Opened Shs Cossec Shs Total Opened Oosed 2 cametell o 4 4 AlustceMis o 5 5 CKasper o 11 11 O Baal o 1 1 F Ferera 0 5 5 F Woo o 2 2 Gjores 0 1 1 H Lawrence 1 15 15 jatien o 1 1 35a 0 7 7 jremngon o 5 EJ Pest 1 6 7 Jame De Verteul 4 5 s3 Kam o 6 5 Ifa o 3 3 LMiveic o S 5 Lweters o s 5 Miews o 6 6 nracoon i B s o cskey 1 21 2 Roe o 1 1 r hettersiey o 5 5 r pegier 0 1 1 1of2 117 Opened SRs Gases SRS Total Opened Oosed o o o s coles o o i 9 Top 5 Users o
162. rsUpdated The date and time the timers were last updated for the service request Timer1Name The name of the timer associated with the service request Timer1 Value The value of the timer associated with the service request Timer1Code The code of the timer associated with the service request Timer2Name The name of the timer associated with the service request Timer2Value The value of the timer associated with the service request Timer2Code The code of the timer associated with the service request Timer3Name The name of the timer associated with the service request Timer3Value The value of the timer associated with the service request Timer3Code The code of the timer associated with the service request Timer4Name The name of the timer associated with the service request Timer4Value The value of the timer associated with the service request Timer4Code The code of the timer associated with the service request Timer5Name The name of the timer associated with the service request Timerd5Value The value of the timer associated with the service request Timer5Code The code of the timer associated with the service request 142
163. rt is slightly different in that it displays all Row 1 amns 0 historical data and includes all types of status including Zi tsvisible closed calls Chart Type StackedSpline v Date Filter Date Range X From Date 01 01 2000 To Date 15 03 2010 Ej Chart Type StackedSpline X Date Filter Date Range From Date Date Range Yesterday As aresult this chart allows you to filter the resulting chart based upon _ Last Seven Days Last Week Last Thirty Days Last Month date range You can select as appropriate from the list box Chart Type StackedSpline Date Filter Date Range hd From Date 01 01 2010 wee 31 03 2010 7 March 2010 gt Alternatively you can specify a start end date range using the calendar controls In this example we have selected the first quarter of 2010 Mon Tue Wed Thu LES A 11 8 9 u 12 15 16 17 18 19 20 21 13 22 23 24 25 26 27 28 29 30 31 Bi wa 21 CSE Service Manager Administrators Reference Manual V4 In this example we have selected the stacked spline chart type Total Requests by Month Dashboard Item Config TT aca The final dashboard chart charts the total number of Service Item ServiceRequest8yMonth a Requests added per month ay Sensei __ select the number of months you want to chart by rolling the cme of coke sent ak number in the selection box using the arrows provided aea A Mea oz Chart Type
164. rtal as well ECE EP sis BP DEMO SDAM SYSTEM J CSEServiceManager i Best Free Online Applicati F Technology Google CSE Service Desk Beta SM Mail j fy E mp v Pagey Safetyy Toos CSE Service Manager Version 2012 2 1 0 User t saxby pongi X Admin Portal Computer tonys pc cse net local 172 16 1 148 Q kh A Main Menu si sO Active Service Requests Active Service Requests by Category Admin Portal v Legend Preferences v F Categories Dashboard Settings seni ervice Desk es a Peripherals gt News v a Asset Manager v AT AEUR IR RANU CA E RUA EET aA E BURAT i 1 2 1 4 1 6 1 8 2 2 2 Service Requests by Status Service Requests by Month Legend F Total Requests 2 Jun 2012 The web interface is standard across all three portals Admin Technician and User At the very top of the screen is the main banner It contains a customisable logo the name of the portal the username and access station IP address These details will be recorded against any Service Manager transactions that take place in order to provide traceability on all Service Manager operations Under the banner is the toolbar These functions are context sensitive and may be greyed out when not appropriate to the function screen you are viewing From left to right these functions are Home Returns to the home screen Print allows you to send the dataset you are
165. rule is ticked as being active Any service Requests that are assigned to the SLA are To change the order in which these rules get applied then please instructed to be routed to All Hardware CRITICAL SLA use the routing tab under the Service Desk Settings section Paaa Admins All Technicians and Last Updated By supervisor Last Updated On 25 08 2011 17 32 specifical ly to three Rule Name Hardware Critical Route to All From Request User Route Request To in dq ivi d ual users SMT Category SubCategory All SubCategories amp All Technicians AutoAssignTo ThirdCategory All ThirdCategories amp st c ALDO Assign SLA Hardware CRITICAL SLA Save All Categories All Request Users amp All Admins members st D ABRAM amp st J AGUSTIN Note also that we have not a ee specified any specific filter in undo Delete ee mies terms of categories There really is no need at this point because the way in which service Requests have been transferred to this SLA means that they have already been filtered Now that all relevant Service Requests are now assigned to this SLA we can consider the escalation rules that we want to apply This is also the point at which we can look at the implications of the escalation level number and at some other functions available 15 CSE Service Manager Administrators Reference Manual
166. rvice Requests Group by 2 Select a group by 2 field X Click on Next to continue Previous Next Cancel 120 CSE Service Manager Administrators Reference Manual V4 The resulting report renders as shown the data is grouped under each of the individual category headers This is a method of formatting the rendered report data into a more usable format If you do not specify a Group By field the resulting report will effectively have no formatting applied and will be displayed as a simple table of data It is worth mentioning that a simple table report has many uses it effectively allows you to dump database reports which can then be saved as Excel spreadsheets or CSV files These can then be further processed and presented in many different formats using these external tools This illustration jumps ahead slightly but it does neatly demonstrate what the Group By function achieves in terms of rendered output qj d i Create New Report Wizard Step 3 of 3 FiltesReports under Development m Here you can choose what report filters are available when running the report Report Filters Available Filters Visible Filters ID Service Requests Priority Service Requests Category Service Requests Status Service Requests Close time Service Requests 5 Escalation Service Requests _ Insert Time Service Requests gt a A KnowledgeBase Service Requests Message
167. s 0 hours 5 minutes Escalation actions to perform This time we specifically assign the Service Request to a a named user In this case we have assigned it to the eee Supervisor change satus i We have also reassigned the Service Request to the Change SLA Hardware CRITICALSLA Hardware Critical SLA Notification Hardware Critical SLA Issue Notific Notification Management _ Notify Current Assigned To ral Notify New Assigned To _ Notify Request User _ Notify Administrators _ Notify Routed To Users We have specified that a custom notification is to be Escalation Level 100 5 o 1000 emailed to the newly assigned user So what does this do e Any Service Request assigned to the Hardware SLA that matched the filter conditions category Hardware and priority Hardware CRITICAL will be escalated five minutes after it has been on the system e The Service Request will be assigned to the user called supervisor e The Service Request will be transferred to the Hardware CRITICAL SLA e An automated email will be sent to the newly assigned owner of the Service Request e All control of this Service Request is now also transferred the Hardware CRITICAL SLA 73 CSE Service Manager Administrators Reference Manual V4 The Next Step The next step is to create another two Hardware SLA escalation rules These are almost exactly as above but the filters are based on Category Hardware and
168. s by their lack of eyelids and external ears Like all lt span gt lt span gt squamates snakes are ectothermic amniote vertebrates covered in overlapping scales lt span gt lt span gt Many species of snakes have skulls with many more joints than their lizard ancestors lt span gt lt span gt enabling them to swallow prey much larger than their heads with their highly mobile jaws lt span gt lt span gt In order to accommodate their narrow bodies snakes paired organs such as kidneys lt s span gt lt span gt appear one in front of the other instead of side by side and most have only one functional lt span gt lt spanzlung Some species retain a pelvic girdle with a pair of vestigial claws on either side of the lt span gt lt span gt cloaca A restriction of Silverlight is that you cannot use right click controls to cut and paste data into fields This restriction may be resolved in later releases of silverlight but for the moment the only method of pasting is to use the Shift nsert key press First select the data that you want to import into the news editor In the example to the right we have selected HTML code Living snakes are found on every continent except Antarctica and on most islands Fifteen lt span gt lt span gt families are currently recognized comprising 456 genera and over 2 500 eee Pa Pst oles eee vee These maman oe ree Beene bln From the list box at t
169. s is a basic rule that will trigger whenever an end user or technician updates a service request Service Request Modified Fields This rule extends the scope by allowing you to specify that a secondary condition be required to trigger this notification in this instance you can specify it to monitor which service request fields have changed 58 CSE Service Manager Administrators Reference Manual V4 For instance if you want to monitor and trigger notifications whenever the status of a request changes open in progress on hold or closed Status is the variable tag you need to monitor A list of all the variable tags available is in the Notification Templates section of this manual Notification Templates The Service Manager Notification system allows you to customise email responses that the system automatically sends out whenever a trigger is al processed This unique system allows you to customise the information A contained within the email making it easier to understand Here are the templates the system will use to notify users SYSTEM Can be edited but not deleted USER Can be edited and deleted Template Name On New Service Request Admin W Email w Enable Email Subject A New Service Request has been opened Body Subject Subject Description Description Category Category Sub Category SubCategory Third Category ThirdCategory As
170. s selected to be extracted from the database is kept manageable 122 CSE Service Manager Administrators Reference Manual V4 Start off by adding a new report and fa a Tr A Create New Report Wizard Step 2 of 3 Output FieldsCa Reports selecting the Report Wizard option Select the Service Request option from the Entities list box and give the report a name Select the Summary with Graph option Show Only Top Values Graphic 1 02 08 2011 02 05 2011 02 09 2011 10 54 45 Top 5 Priority Date Range Generated on This second example displays the top five Service Requests entered in the last six months by Category and Status 123 Here you can select the type of report and what information should be shown Detailed Summary with Graph Chart Types Select whether to show only the top values for the chosen group s or whether to show all values Please be advised that choosing to show all values can produce a very long report Show Only Top Values Show All Values Group By You must select at least 1 group by column Group by 1 Select a group by 1 field v Group by 2 Select a group by 2 field X Click on Next to continue Next Cancel Previous This option will render the report but will only display the top 5 elements This is a very useful graph for producing summary information The example displayed here shows the top 5 S
171. s to all Service Manager Administrators as a default action Routing rules have a hierarchy put simply rules are processed by the order in which they appear in the table Last Updated By supervisor Last Updated On 16 06 2012 13 18 Rule Name General Technical Calls From Request User All Categories i A Request Users all Technicians Here we have 3 routing rules in the order SubCategory All SubCategories ThirdCategory All ThirdCategories that they appear in the table By came convention the rule at the top of the list is Assign SLA Default processed first then requests fall down the list to be processed by the other rules Last Updated By supervisor Last Updated On 16 06 2012 13 20 3 E Rule Name VLE Support Calls From Request User Route Request To b e OW i Software amp All Request Users x All Technicians SubCategory ThirdCategory All ThirdCategories In this example look at the first rule It AutoAssignTo M Land i ainsi Da applies to all service requests entered into Edit Undo Delete fare REON i iit the system see how all the filter are set to Last Updated By supervisor Last Updated On 16 06 2012 13 20 7 A XXXxX Rule Name SIMS Support Calls From Request User Category Software amp All Request Users amp amp All Technicians i P Subcategory SIMS This means that irrespective
172. s you to construct rules that managed the handling of emails that are sent notifying your users when a trigger event has occurred server manager routinely scans through all service requests and checks to see if the various rule conditions have been met If a rule is triggered then specified notification email is generated and sent to those in the notification list There are a number of default rules that are designed to handle the standard and routine notification tasks such as informing people that a new service request has been entered on to system or that a service request has been closed jisme The purpose of this rule is to send an email to T sere tot all the service desk administrators when a new Rule Type Service Request v service request is entered onto the system Name Service Request The name cannot be changed Service Request Creation Priority gt v The criteria to trigger this rule Condition C The logic behind this rule is simply to trigger aaa an when a new request with a priority of greater Template On New Service Request Admin Notification Management i LAF than or equal to Low is discovered Since the Low Priority field is the lowest value within the priority range this means it will always trigger when a new SR is created irrespective of what value has been applied to the priority field Add Notify Users Is Enabled I Is rule enabled All newly entered service
173. sage Template Messaging option At the bottom of the display you will see the Incoming Emails section To create a new inbound connection click the Add Incoming Email button Incoming Emails IsEnabled Name Protocol Mail Server Username Is SSL Enabled SR Create Category SR Create SubCategory SR Create ThirdCategory SR Create Priority Do Not Create SR 107 CSE Service Manager Administrators Reference Manual V4 Click the plus sign to expand the new entry Give the new entry a meaningful name in this instance we call this configuration SD Exchange 2007 Then expand the Protocol list box and select the EWS2007 option This is a proprietary protocol but is the best option when dealing with an Exchange 2007 server Then add the mail server s address The account name password and domain name Because this is an Exchange 2007 server you will need to tick the use SSL box If you want to import any email attachments into the service request they are added as service Request Attachments then tick the box The system can be set to only allow emails from registered Service Manager users This will prevent students who discover the email portal from sending malicious requests into the system 108 CSE Service Manager Administrators Reference Manual V4 The next step is to select the category in which IsEnabled Name Protocol Mail Server Username you wish emailed service reques
174. sent outside of operating hours Returns true if this is a new service request Returns true if this service request is closed The time when the service request was closed showsto whom the service request Is routed Creates a link to the service request The customer name of service request The request user s primary email address The request user s mobile number SMS The time the service request was submitted The user who submitted the request The date and time the service request was modified The service request version number The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated with the service request The name of the custom field associated with the service request The value of the custom field associated w
175. ser General Settings Within the user management module you can access and change various user related settings When you select a user from the menu or by double clicking a table entry the general tab will give you access to that user s basic dataset General E Settings History 4 amp SDTechs 2 TT Tawneand Last Updated By Administrator Last Updated On 09 06 2012 13 55 M Graham UserName M Graham gt a l P M Land Primary Email M Graham rockroll local L Greenway p a Additional Email 1 Eccleston 1 Bowyer IM Address Mobile SMS Blue Coat School Theme Content Transition Show Home Dashboard Save Changes Undo Changes As we explained earlier this general information is normally pulled from the user s AD account information If you make changes here it writes this information back into the user s AD record In this example the Theme Content Transition and Show Home Dashboard have been greyed out because these options have been configured at the group level To enable these settings you would need to enter this user s Settings tab and tick their settings enable tickbox User History Associated with each user is a History tab Service Manager by its nature logs and records every operation that takes place This means that use of the system is fully audited and it Is possible to trace everything back to its point of origin The history tab provides a trace of wha
176. setup by the Service Manager administrator e Third Category returns the Service Requests third category values returned depend on what has been setup by the Service Manager administrator e lsAfterHours returns True or False e Priority returns the Service Requests priority setting values returned depend on what has been setup by the Service Manager administrator Status and IsAfterHours return fixed values All other variables will return values that correspond to the settings configured by the Service Manager administrator when the system was setup and configured Logic Operators e IS NOT value 1 is not the same as value 2 Value 1 is the equal to value 2 e lt Value 1 is greater than Value 2 e Value 1 is less than Value 2 e AND used to join statements together where both conditions need to be satisfied e OR used to join statements together but where one or the other conditions need to be satisfied 50 CSE Service Manager Administrators Reference Manual V4 Creating your own timer using the Logic Builder The first task is to work out what conditions you want to create the timer to measure In this example let s us look at what we would call the Initial Response Time In the normal flow of events when a Service Request is entered onto the system the request s status will be set initially to Open This means that the request is on the system visible to the system administrators and tech
177. signed To AssignedTo Priority Priority Status Status Request User RequestUser Solution Selution Notes Notes Attachments LinkToAttachments On New Service Request Request User On Service Request Change Admin On Service Request Change AssignedTo On Service Request Change RoutedTo On Service Request Change Request User Save Changes Undo Changes There are two types of email template these are the system and user templates The system templates are predefined though you can still change what appears in the body of the email message that is generated You cannot delete system templates User templates on the other hand are defined completely by yourself and they can be deleted if you so wish The body of the template message is comprised of a subject header this is the email s tag line and will appear in the message header The body of the email is plain text but can include information regarding the Service Request These are specified by utilising database variable tags These generically take the form of variable constructs The table below shows the currently available variable tags Please note that tags in italics have not yet been implemented and cannot currently be used SRID The service request identifier Subject The subject of the service request Description The description of the service request ModifyUser The
178. some of the categories you have created from your Service Manager users 42 CSE Service Manager Administrators Reference Manual V4 Preferences Service Manager Settings Priority amp Preferences v gt Preferences Menu News X General Categories p Priority Custom Fields wy Create a new priority Create Double click a cell to edit Visible Order Name uv amp WwW N if you want to make the priority visible to Service Manager users click the entry in the visible column You can also select the colour code you want to use by clicking the list box under the Colour column Hidden priority levels could Colow Delete CSE Preferences Preferences Menu News Service Manager Preferences Service Desk Setting Wy General w Categories pP Pronty Create a new priority Double click a cell to edit Visible Order When Service Requests are made the end user can specify a priority level they want to associate with their request The system allows you to create your own priority levels These can be linked to Service Level Agreements and Routing rules to aid the automation of the system To create a new Priority field simply enter a new name in the Create a new priority text box and click the Create button Office Colors G gt Create be used as staging posts for escalated service requests if required
179. spet Remove Appet Phone Number 333 Location Maths room Department Block 45 Looking at the Service Request form the new custom field is present Here we have tried to save the request without entering anything in the Department field Note in the screenshot the Department field is clearly marked as being required The New Service Request form will not allow end users to submit a request unless all mandatory fields are populated The error indicator clearly shows that the error is because the Department field needs to be populated CSE Service Manager Administrators Reference Manual V4 Preferences Service Manager Settings Routing Routing rules are a very important construct within Service Manager as they help automate the workflow within the system Usually routing rules are always associated with SLAs Service Level Agreements Routing is one of two areas where we can start adding some automation to the way service requests are handled and passed on to Service Responders Routing and SLAs Service Level Agreements really go hand in hand Routing allows you to automatically filter specific service Requests and pass them on to Service Responders Technicians for their attention and processing CSE Service Manager eT E ee pays Pe ee PE EIN EA User Supervisor ay Preferences Service Desk Settings Coenputer TONYS SYSTEM 172 16 1 198 a 9 Pd General Categories H Prionty E Custom Fields y Routin
180. sses and targets Take for instance the situation where you have a faulty piece of equipment that requires a third party maintenance company to collect repair and return to you Whilst the equipment is away it is appropriate to stop the clock by putting the request on hold The main system timer does this for you However you might want to be able to measure the time that the equipment is away You can achieve this by creating a custom timer to start when the request is on hold and stop when the equipment is returned and put back in service and the request is closed CSE Service Manager version 3 0 0 7 User Supervisor r Preferences Service Desk Settings Computer cat 1 nidbdles local 172 16 1 109 i Preferences v D 2 bd Main Menu j M2 User Management OY Service Desk Settings End User Portal wi Edit News Ad Downloads l Knowledge Base w lt p J 5 B Orms E eH 4 yA Edit Timer Timers can record time for service request operations For example a Time to Respond timer can record how long it took an administrator or technician to begin handling the service request It is recommended that once you have setup timers you do not change ther as it could make any previous service request time recordings imaccurrate ID Name Start Timer Stop Timer Updated By Updated Status ISNOT Closed AND Status Closed Status ISNOT On Hold 2 Time to Repair Status Open Status Closed Administra
181. stators Technicians and End User settings Save es v Is Settings Enabled Controls if these settings are enabled and active pa A Z a Asset Manager Allow Add Asset Allow Add Consumable Allow Add Software Allow Delete Asset Allow Delete Consumable Allow Delete Software Hide Asset Hide Asset Allocate Inventory l DoOooOSSA SAAR A Hide Asset Manager O Hide Asset Search Administrators Hide Assets a Technicians 8 End Users Hide Asset Controls if asset section is displayed in assets Finally you can create drill down and assign settings on individual users There are two ways that you can do this In the example above we have assigned Administrator user and SD Admin as service desk administrators They show up within the Administrators menu to the left You can simply click a user within that list and then click the Settings tab then make the changes that you require You can also click a group and that will then expand to show the members of that group Again you can simply select a user from the group list and then click the Settings tab Finally when you view the Service Manager user setting at the top most level you can double click a table entry and click the Settings tab from there For completeness the following table documents the all the functions that you have control over Management PXO 8 99 Users amp Groups Blue Coat Schoo Portal T Saxby
182. t if you decide that you want to share the report with you service Desk colleagues simply click the Share Report button Share Report f f Here you can share this report with all other techinicians and You will then be presented with the share Report administrators or a specific person In any instance when you control where you can then specify the conditions share the report it will take a copy and use that as the shared i report under which you want to share the report with your j Report Name Open Closed Hardware SR s colleagues or even named individuals Share Report With Technicians and Administrators The report will appear under the The control also enables you to control and specify Shared Reports Section As the owner of the report only you will be ee ae ee eee where the report will be stored under the Shared Reports folder I Specified Person The report will appear under the specified persons MyReports Section They will take ownership of this report copy and does not affect your copy TS When you have shared your report a copy is retained under your My Reports folder Share Report Folder Copy the folder structure the report is in You retain a copy of the report which is fully eports under Development d D Sciect w ldo a thet a editable in you My Reports folder The shared report cannot be edited or changed D Create a new folder structure Example Service Desk
183. t name and the password If linking this email account to a domain account recommended make sure that the password meets your password complexity policy and that the password never expires and cannot be changed Here we have set up an account within the ADS called SOMAILACCOUNT and have used CSE User Manager to create an Exchange mailbox for that user automatically E CSE User Manager 2009 NIBBLESISUPERVISOR leggedinon CAT 1 m Service Desk Mail Account Properties General Photo Address Account Profile Exchange UM Client 74 b Service Desk 3 Service Desk Mail Account Service Desk Mad Account Tae Computers Supervisor wD CSE SweepUpd First name Service BEAAM ail Account Bw Groups Last name BP ICT Management TOD ICT Technicians Dy Network Administrators Descriptor 2 Presentation Manager Users Office W s t 2 Students Supervisors BP Domain Controllers E Mail sdmailaccount nidbles local Z FoteignSecurityPrincipals Te LostAndFound Z Managed Service Accounts Assigned Template W Microsoft Exchange Security Groups Ta Microsoft Exchange System Objects NTDS Quotas Display name Service Desk Mail Account Telephone number Web page 106 CSE Service Manager Administrators Reference Manual V4 The account properties have been set so that the user cannot change the password and that it never expires User logon name pre indows 2000 NIBBLES SDMaitAccount Logon Hours Log On To
184. t of our ability there are a likely to be combinations of data types and filters which we have not specifically tested and which might cause problems Please contact CSE Technical Support with details of Custom Reports that fail to render properly To create a Custom Report click New Report and select the Report Wizard option Report Selector Report template Report wizard Select Welcome to the CSE Create New Report Wizard This will guide you through the whole process of creating your report This starts the Custom Report Wizard From the top list box select the Service Requests Select Entities Senion Remus z option and then type in a name for your Report Name custom report and finally click Next to continue Click on Next to continue Next Cancel 119 CSE Service Manager Administrators Reference Manual V4 Step 2 allows you to define the type of report you want and select the dataset that you want the report to render i Create New Report Wizard Step 2 of 3 Output Fields OS UN der Development m Here you can select the type of report and what information should be shown 8 Detailed Summary with Graph Output Fields Available Fields Visible Fields il gt ID Service Requests R Category Service Requests v Close time Service Requests P 1 Escalation Service Requests v Group By You may select up to 2 group by columns Gro
185. t simplistic form an SLA defines the target time to respond to a customer s request For example e All telephone calls will be answered within 15 seconds e All emails will be acknowledged within 30 minutes e All software enquiries will be answered within two days e All requests to replace toner cartridges will be addressed within two hours Each situation therefore has a defined target time to be addressed by and by defining each of these as an SLA you can monitor your performance against each of these targets Why would you want to do this e Reporting to senior management e Identifying strengths and weaknesses of procedures e Measuring staff performance e Identifying staff strengths and weaknesses e Helping to identify trends and problem areas In any situation where an SLA Is defined it provides the benchmark by which process performance can be measured So creating an SLA allows me to track my staff s performance From a pure management perspectives yes But to think of SLAs purely as a management reporting tool ignores the many other benefits Service Manager provides What else do they do Properly constructed SLAs can significantly assist you by automating many Service Manager orocedures 65 CSE Service Manager Administrators Reference Manual V4 How does this work Take for instance a situation involving interactive whiteboards IWBs You have a member of your team who has been fully trained and
186. t the selected user has done whilst using the system This history can be saved to file or orinted out Log DateTime Y Log Type T bog Text i l 29 10 2010 08 18 37 MySettings Theme Changed to Transparent Show Dashboard Changed to True 03 11 2010 11 06 33 KBArtideViewed This user viewed KB Article Domain Controllers on Virtual Server Systems 03 11 2010 11 07 41 KBArtideViewed This user viewed KB Article Domain Controllers on Virtual Server Systems 10 11 2010 09 42 11 UserManagement Changed User Settings for OXFORDS1 Primary Email Changed to davidb oxford oxon sch uk Theme Changed to Windows7 12 11 2010 11 17 07 UserManagement Changed User Settings for B Wood Primary Email Changed to brianw cse net co uk 12 11 2010 11 18 10 UserManagement Changed User Settings for S Hawkins Primary Email Changed to steveh cse net co uk Theme Changed to Windows 12 11 2010 11 18 39 UserManagement Changed User Settings for W Smith Primary Email Changed to waynes cse net co uk Theme Changed to Vista Show Dashboard Changed to True 12 11 2010 11 19 05 UserManagement Changed User Settings for E Wallacott Primary Email Changed to emityw cse net co uk Theme Changed to Summer Show Dashboard Changed to True 31 CSE Service Manager Administrators Reference Manual V4 Portals service Manager has three user portals Admin Technician and End User You can alter the appearance of each of these portals customising them t
187. tachments change status to Open Welcome Message HBA yae s BAY A BWEE 12 Arial NoShadow A Y B Z U b BS iin x EE WELCOME TO CSE SERVICE MANAGER USER PORTAL Here you can put any information you want How to use the system or maybe an acceptable use policy Line 0 of 0 There is an option to change the status of a service request when the end user posts an update to a request they have previously entered This action is dependent upon the operating procedure that you decide upon in the implementation of your system One of the important functions of a service desk is to be able to measure performance against published Service Level Agreements SLAs When a service request is entered into the system a number of timers start running These timers are used to determine if the service responders meet the agreed response times for a particular class of request type sometimes situations occur where actions have to be passed back to the requesting user They might not have supplied the information you need to resolve an issue It is entirely appropriate to stop the timers whilst you request clarification points in which case the normal response would be to place the service request on hold whilst waiting for a reply This stops the timers and prevents SLA escalations from triggering However since the end user usually does not have the ability to change the request s status you Can tell the system to resume the timers as
188. ter making any changes to the service desk s general preference settings a please ensure that you click the Save button to commit your changes The Undo Changes button allows you to revert back to the previous configuration e 3 CSE Service Manager Administrators Reference Manual V4 Preferences Service Manager Settings Categories By creating a set of service categories the Service Manager Administrator can streamline the end users Service Request data entry process The service request categories also make it possible to automatically route Service Requests to the most appropriate Service Responders Technicians Categories can also be linked to different Service Level Agreements SLA thus providing automatic escalation when appropriate Finally categories help with managing the service desk by grouping similar calls together The data formatting and reporting systems make extensive use of categories ee ervyice Manager Preferences Service Desk Settings Q gt H A Main Menu gia z _ X General S Categories p Priority E Custom Fields Routing Timers IB service Hours Admin Portal v t a pP da New Category os Preferences a 4 Computer 4 e Asset Manager Settings 4 Laptop 8 kK Save Changes x Delete Category gP Aad New SubCategory a Downloads Add Memory Category Name Computer G Edit News Battery replacement oe 7 Message Template When a new service r
189. ter places to perform this function This function remains to provide backwards compatibility with earlier versions of service Manager In addition there are some additional filtering options available enabling you fine tune the rule in order to more fully meet your own specific requirements lic Edit Service Level Agreement Se a ll Save SLA SLA Name Hardware CRITICAL SLA Routing Rules 3 Escalation Rules Create a new Routing Rule CAE To change the order in which these rules get applied then please use the routing tab under the Service Desk Settings section Last Updated By supervisor Last Updated On 30 08 2011 15 03 Rule Name Default Hardware SLA Routing From Request User Route Request To Category All Categones a All Request Users amp amp All Admins SubCategory All SubCategones h z All Technicians ThirdCategory All ThirdCategories st c ALDO AutoAssionTo ak p st AGUSTIN Assign SLA Hardware CRITICAL SLA ka R Add Remove Add Remove Save Undo Delete The level of filtering available includes Category Sub Category Third Category and the requesting user The Assign SLA field will normally displays the name of the SLA that owns this routing rule If you want to re assign the rule to another SLA simply expand the list box and select the SLA you want to move the rule to 78 CSE Service Manager Administrators Reference
190. the bottom frames 4 8 Ei g 5 ico iB 3 B BOROOOOOR Ritpeiiti TE It is probably a good idea to experiment moving charts around the various frames in order to get a good idea of how the formatting works 17 Dashboard Item Config CSE Service Manager Administrators Reference Manual V4 Dashboard Charts By default there are five standard dashboard graphs that can be displayed within the various frames Active Service Requests This is a gauge style graph that displays the total number of currently active Service Requests This chart is the only one of the set where you cannot change the actual graph style Around the circumference of the gauge you will see colour coded arcs that can be customised to meet your establishment s needs These represent normal operating levels in green alert level in yellow and danger in red To edit this graph s properties select the Active Service Request Total Gauge and click the Edit link Here you can change the Name Item ActiveServiceRequestTotalGauge Name i and it e by editing the text within f Tithe Active Service Requests l the corresponding text boxes Row 0 Row Span Column 0 e Column Span iiia D mates The Row and Column fields allow Z isvisibe you to specify where this graph is Gauge Max going to be displayed Here Row Radial 1 Min Radial 2 Min and Column are O which Radial
191. ting out that the logic builder will only On Hel Clos display the available values for the expression selected 51 CSE Service Manager Administrators Reference Manual V4 Edit Timer ax The next task is to create the expression that will stop EE as ow the timer Status e v Open bd 7 Rather than go through the logic builder a step at a time the illustration to the left shows the completed expression for stopping the timer 7 By using the OR statement we have added Status v OnHeld additional logic statements to our expression The OR gt timer will start when the service request Is set to open and will stop when the status is either marked as being In Progress or On Hold or Closed Status v Closed Basically this timer will only remain running when this service request s status field is open There is actually a much simpler expression that could be used to trigger the stop timer Start Timer Expression Cea Status gt a expression But we wanted to demonstrate oT how you can string together logic expressions In Progress using the AND OR operators line Closed The Status ISNOT Open expression does exactly the same thing as the rather more complicated expression above The Logic Builder will walk you through building the expression that you want and will ensure that your logic expressions will be correctly formatted Tim
192. tions accordingly It may seem a little arbitrary to not allow you to edit existing fields however to allow you to do this would reduce the effectiveness of the system in documenting the process of resolving an issue service Manager is there to help you to do your job more efficiently It also provides a record of the work you have personally carried out when resolving an issue In some respects It protects you as it lists the processes and procedures that you followed to eventually come to a solution However there are fields within the Service Manager that you can change These include Changing the Request User Alhough it is unlikely that you will need to change the requesting user very often there may be Subject Oo Em circumstances where you need to do so Created Date st W ALI a If the requesting user leaves or is off sick for a long i pa period of time the Service Request can be amak LALAN allocated to a different user any AOS Assigned To ee This is important as the only people who can see a Attachments t MALVIN Service Request are the requestor the assigned Dosage technician and the Service Manager Administrator Assets Changing the request user allows a different member of staff to continue to interact with the Process To change the Request User click the Change button and select the new user from the list that appears When you do so the Last Updated field changes to record the tim
193. tom setting that emails whenever a specific tagged variable changes Here we have specified that an Email message is sent whenever the Service Requests status field is changed You can string together expressions by separating variables with a comma CSE Service Manager Administrators Reference Manual V4 User Defined Notification Templates User Templates allow you to define your own notifications These can then be linked to SLA escalation events see the SLA section earlier in the manual pa Add Ti late To create a custom notification click the op ania button Enter the name that you want to assign to the new Low Priority Call Escalation Notification Template into the text box provided and Tee press enter Template Name On New Service Request Admin amp On New Service Request Request User amp On Service Request Change Admin amp On Service Request Change AssignedTo On Service Request Change RoutedTo He On Service Request Change Request User amp Urgent Priority Escalation email M Enable Email Then enter the subject and email body Notice that both the Subject and Body fields can contain database tags In this instance we use SRID which will insert the Service Request ID number Subject Service Request SRID Triggered the Low Priority Escallation Procedure Body Service Request SRID has triggered the Low Priority Escalation Procedure B Hi
194. tor 15 04 2010 12 00 00 3 Timeto Respond Status Open Status In Progress Administrator 13 04 2010 10 46 22 o not defined not defined 5 not defined not defined The timer rules are controlled by logic switches based on values or states of database variables To facilitate to correct format of these logic rules we have developed a rule builder that ensures that the logic statements are entered correctly and are properly formatted 48 CSE Service Manager Administrators Reference Manual V4 49 CSE Service Manager Administrators Reference Manual V4 The System Main Timer cannot be changed if you attempt to edit it a warning message will be issued However it is a good example to demonstrate the logic statement that controls the switching on and off of the timer Timer Start Status ISNOT Closed AND Status ISNOT On Hold Timer Stop Status Closed OR Status On Hold If the Service Requests status is neither Closed nor On Hold the system timer will run If however the requests status is either Closed or On Hold the timer will stop Timer DB Variables e Status returns the Service Requests status Open In Progress On Hold or Close e Category returns the Service Requests primary category values returned depend on what has been setup by the Service Manager administrator e Sub Category returns the Service Requests sub category values returned depend on what has been
195. ts to be placed Spl ae cer ri rina cae a ee From the Category list box select the Category E a that we created earlier Se OteT aaa ThirdCategory Curriculum Software Priority Email Fecilities Oe not create service request inbound Email Service Request P Internet Lesrning Platform Network Issue Operational Issue Allow these technicians to Peripherals manage this mailbox emer Then select the priority you want to assign to these requests by selecting the setting from the list that appears Very Urgent You can filter based upon the subject field contained within the email In this way you could block certain emails from being automatically added to the database For instance if you specified Information in the subject header of any email then it won t be added automatically into the database as a service request IsEnabled Name Protocol Mail Server Lastly you can add grant additional email management functions to specific technicians We Category Inbound Email Service Request will look at these additional management tools later eE a on in the manual ThiroCatogary Priority tow Do not creste service request with subject match to regular expression Information R ict d wocd 4 R ict p derham Allow these technicians to manage this mailbox Add Remove 109 CSE Service Manager Administrators Reference Manual V4 Incoming Emails i h Save changes
196. tting Controls The middle and bottom toolbars houses the text formatting controls The remaining format controls should be familiar and include general purpose text and paragraph formatting functions The aim is to provide a simple set of editing and formatting options to help you produce eye catching news articles 12 Arial NoShadow A Y i i x x E B Z U bs EZZ The current school budget for printing is currently running at over a thousand pounds a month in the long term this is unsustainable end we are currently looking at various technologies to help use reduce this cost In the medium term this includes phasing out inkjet printers as the cost of marinating these is too high to justify Longer term we will be replacing laser printers with more economic models and will be exploring the use of Print on Demand solutions But in the mean time please do your bit to help use make savings Spelling Checker The text entry system supports a rudimentary spelling checker Any incorrect words are underlined in red Hover the mouse over the misspelt word and a box appears with a list of suggested alternatives If the word is actually spelt correctly you also have the option of adding it to the dictionary Ae Spelling Suggestions PL Ethie LOUtrageous v PI tines AGG Replace Editing an Existing News Article Select the news article you want to edit and double click it This opens the art
197. ty ServiceRequestsByStatus The dashboard items list now contains two items with the same ServiceRequestByMonth name Modify the list from select the first one in list and select the ServiceRequestsByStatus Fdit link 4 b Add Edit Remove Sacre ye Change the Item Name and Title and then select the chart mE nin options as appropriate Name Tite Request Statuse for last Calender Year Row 12 Row Span 12 Column 0 2 CoumnSpen 2 Width 0 a Height o2 I isVisible Chart Type StackedSpline E Date Filter Date Range NOOO 01 01 2009 EF ae 31 12 2009 Mi Dashboard Item Config Item ServiceRequestsSyStatus Name Request Status Year to Date Title Request Sateus Year to Date Row a inte a select the second occurrence and change the Name aay OBI oanl ag and Title fields as appropriate Then select the chart type Width 0 Height 02 C tsvisibe and date filter Chart Type une Date Filter Date Range x From Date 01 01 2010 E To Date 31 12 2010 A Request Status for last calendar year The result is two charts that are of the same type but displaying a different set of data E st based upon the date ranges we specified This allows you to build your own personal library of dashboard items that you can switch on or off as required Ce ee ee ee Ee EEE EE EE EER EEE EEE EEE EEE RE OEE EERE RE SEE EE Eee eee Request Status Year to date If you wish to re
198. ty Status Status Request User RequestUser Solution Solution Notes Notes Attachments LinkToAttachments On New Service Request Request User On Service Request Change Admin On Service Request Change AssignedTo On Service Request Change RoutedTo On Service Request Change Request User It is designed to attract the administrator s attention so that the request can be assigned to a technician Save Changes Undo Changes 2 Email v Enable Email On New Service Request Request User amp On New Service Request Admin gt amp On New Service Request Request User amp On Service Request Change amp On Servic amp On Service On Servic Subject SRID Subject Body Dear RequestUser Adrien Request Change AssignedTo Request Change RoutecTo Your service request SRIO has been opened below are the deta This template defines the email that is sent to the user who has just entered the new Service Request e Request Change Request User Subject Subject Description Description Category Category Sub Category SubCategory Third Category ThirdCategory Assigned To AssegnedTo Status Status Save Changes Undo Changes 61 CSE Service Manager Administrators Reference Manual V4 Please note that this also demonstrates the ability to include database variable tags in the subject header
199. ual is intended to help network administrators manage and maintain CSE Service Manager It only describes the additional functionality provided by the Admin Portal You should read both the End User and Technician Portal guides as these include additional information required to run the system Terminology Computer a physical computer in your network CSV File A comma separated variable CSV file contains a list of items with a new item on each line The properties of each item are separated by commas The first line in the file should contain the name of each property separated by commas Folder Item A folder item is an item that can be found in a folder e g files types of files identified by their extension e g doc and folders Dropdown List this term is used to describe an item in a window which when you click it a list of items appears allowing you to select one item from the list See below an Users v CSE Service Manager Administrators Reference Manual V4 Scripts A script is a sequence of computer instructions which are used to perform certain functions Station A station is a computer in your network Text box this term is used to describe an item in a window which you can type data into See below User A user is Someone who uses one or more computer in your network Users can belong to one or more different groups Workstation a physical computer in your network
200. uest The user who requested the service request The solution to the service request The resolution of the service request The notes written in the service request Creates a link to download the files attached to the service request Returns true if the notification is sent outside operating hours Returns true if this is a new service request Returns true if this service request is closed The time the service request was closed shows to whom the service request is routed Creates a link to the service request The customer name of service request 140 CSE Service Manager Administrators Reference Manual V4 RegquestUserPriEmai The request user s primary email address RequestUserMobile SubmitTime SubmitUser UpdateTime Version CustomField1Name CustomField 1 Value CustomField2Name CustomField2Value CustomField3Name CustomField3Value CustomField4Name CustomField4 Value CustomField5Name CustomField5Value CustomField6 Name CustomField6Value CustomField7Name CustomField7Value CustomField8 amp Name CustomField8 amp Value CustomField9Name The request user s mobile number SMS The time the service request was submitted The user who submitted the request The date and time the service request was modified The service request version number The name of the custom fiel
201. uest and are expected to resolve the issue The second level occurs when an SLA has triggered If you have an SLA that states that all new service requests should be actioned within eight hours you can trigger an SLA response and send notification emails telling people that a request should be looked at urgently because an SLA has been missed This section looks at the autonomous notification responses SLA triggered notifications are covered in a later section If you have used a previous version of Service Manager you will notice that the method of messaging is significantly different The new system has been upgraded and is now totally rules based This gives much greater control over how and when notifications are used The new notification system also has significant cross over with Asset Manager and the room booking system For the purposes of this manual we will be addressing the way in which the notification system interacts with the Service Manager process You can a manage and control notification emails when service requests updated by the system both manually and automatically Notifications utilised by Asset Manager and the room booking system will be addressed in the appropriate documents On first sight the notifications system can look complicated but it does break down by specific function such as Service Request where all notification rules specific to the service desk functions grouped together
202. uld expect a maximum of 10 open requests at any point in time and begin to get worried when we reach 25 Active Service Requests Dashboard Item Config oo Item ActiveServiceRequestTotalGauge Name ActiveServiceRequestTotalGauge Title Active Service Requests Row 0 2 Row Span 16 i Column o Column Span i Width 240 Height 240 Wv IsVisible Gauge Max 100 Radial 1 Min o Max 10 Radial 2 Min 12 Max 25 Radial 3 Min 26 Max 109 2 To save this within your personal dashboard settings click the Ok button 19 CSE Service Manager Administrators Reference Manual V4 Active Service Requests by Category This charts active requests by the category that Dashboard Item Config B was entered Item ActiveServiceRequestByCat Name As in the example before you can change the Title Active Service Requests by Category name and title as well as select the row and Row 1 2 Row Span E column it will appear in Column oi ColumnSpan 2 Width Height o W IsVisible However where things do change is that you can choose the chart type Expand the list box and select the type of chart that you want There are 33 different chart types to choose from Chart Type Dashboard tem Config H 3 You need to select the type of chart with some care Some of Name ActiveServiceRequestByCat the datasets available might struggle to be displayable within Pk SAONE u th
203. up by 1 Select a group by 1 field X Group by 2 Select a group by 2 field X Click on Next to continue Previous Next Cancel Detailed The detailed report option creates a table based report displaying the fields you have added to Visible Fields The Available Fields selection list contains all the standard Service Desk database field tags Simply select the fields that you want the report to render and move them into the Visible Files frame using the arrow keys Within the Visible Fields frame you can juggle the order of the displayed fields by highlighting the field tag and move it up and down the list using the up and down arrow buttons A create New Report Wizard Step 2 of 3 Output Fields The Group By options allow you to render Here you can select the type of report and what information should be shown th report D ased on S u D h ead n g S 7 For Detailed summary with Graph instance if you wanted the report to group ouput Fields results by Category they are under then Available Fields Visible Fields simply select that field in the Group by 1 list Category Service Requests ID Service Requests g Close time Service Requests Priority Service Requests Dox Escalation Service Requests Status Service Requests y Insert Time Service Requests Request User Service Requests Group By You may select up to 2 group by columns f Group by 1 Category Se
204. ure the system to increment the escalation level value 69 CSE Service Manager Administrators Reference Manual V4 We suggest that you reserve blocks of escalation levels for particular SLAs For instance in the example we are working through we will allocate escalation levels 0 49 to the Default SR 50 69 to the Hardware SLA 100 119 to the Critical SLA 120 139 to the Urgent SLA and 140 159 to the Normal SLA Hardware Critical SLA Levels 100 119 Default SLA Level aare SLA Hardware Urgent SLA Levels 120 s 0 49 Levels 50 69 139 Hardware Normal SLA Levels 140 159 The numbers we have chosen here are purely arbitrary and are designed to illustrate the principle of allocating blocks of escalation numbers to SLAs If you choose to follow this principle we would suggest that you allocate blocks of sufficient size to allow for growth Creating New SLAs Earlier in this chapter we talked about the Default SLA and that this was fixed and cannot be deleted We also explained that you should look upon it as a switchboard which distributes out Service Requests to other SLAs We also talked about creating four SLAs e Hardware SLA which itself acts a distribution hub to reassign hardware related service Requests to other more specific SLAs e Hardware CRITICAL SLA which handles and mission critical Service Requests that need an immediate response e Hardware URGENT SLA which handles any SR that requires an elevated
205. user who modified the service request Category The category of the service request SubCategory The Sub Category of the service request 59 CSE Service Manager Administrators Reference Manual V4 ThirdCategory AssignedTo Priority Status RequestUser Solution Resolution Notes LinkToAttachments lsAfterHours lsNewSr IlsSRClosed CloseTime RoutedTo LinkTOSR Customer RequestUserPriEmail RequestUserMobile SubmitTime SubmitUser UpdateTime Version CustomField1Name CustomField 1 Value CustomField2Name CustomField2Value CustomField3Name CustomField3Value CustomField4Name CustomField4Value CustomField5Name CustomField5Value CustomField6 Name CustomField6Value CustomField7Name CustomField7Value CustomField8 amp Name CustomField amp 8Value CustomField9Name CustomField9Value CustomField10Name CustomField 10Value TimersUpdated Timer1Name The Third Category of the service request The user the service request is assigned to The priority of the service request The status of the service request The user who requested the service request The solution of the service request The resolution of the service request The notes written in the service request Creates a link to download the files attached to the service request Returns true if the notification is
206. ute then refresh and show a short Routing Rules Escalation Rules A 7 Gp ad New Escalation Rule Pi Edit Escalation Rule x Delete Escalation Rule 3 Sy n O D S S of th e ru e Wwe u st Name Escalation Time Escalation Level Description No e nte re d Escalates service requests with category Hardware With subcategory with thirdcategory requested by GRP All Triggers on Creation Date Default SLA Transfer Hardware SR s 0 days 0 hours 5 mins 1 to current date duration is greater than 0 days 0 hours 5 mins You may notice some change SLA to Hardware SLA additional command buttons in the toolbar We will be covering their functions in the next section Configuring the Hardware SLA to route Critical Hardware Service Requests We can now move on to creating the Hardware SLA escalation rules Double click the Hardware SLA entry in the table then click the Escalation Rules tab then the Add button o az H Save Escalation Rule Again give the routing rule a name for purely ease of f aae EA e A maintenance try to provide a meaningful description a Oe ThirdCategory All ThirdCategories lt We want to catch any Service Request that has a me asamp at category of Hardware and has its priority set to m D Hardware CRITICAL S8 All Request Users Requested by The rule will trigger five minutes after the Service Request has been entered into the system pelata wter Omna T 0 day
207. vant knowledge Drag a column header and drop it here to group by that column base articles The linkage works both ID Title Category SubCatec KB How to upgrade to Windows 7 Computer PC ways as the KB will also automatically K810 Problem with File omputer Pc reference linked download files KB13 How to reset Fax Machine Error 1005 Peripherals Fax Machi 2118 Home Access Scfvare CoE Work KBiS Not being able to login from home Software CSE Work When you click the Add KB Article KBi6 Home Access Portal Network not found error Software CSE Work button you will be presented with a form containing all current KB articles Select the articles you want to link the download files to and click the Add Selected KB Article s button Add Selected KB Article s The selected KB articles are now associated with this download If you wish to add additional KB articles simply repeat the process above Select Knowledge Base Artides to Add gt 6 If you want to remove a KB article highlight the one you want and press the Remove KB Article button GP Add New K8 Article JPEdtKB Artide BR Delete KB Article Group Header Drag a column header and drop it here to group by that column ID Title Category SubCatec Finally to commit the changes and upload the file to KBI How to upgrade to Windows 7 Computer PC the Service Manager system click the Save Download K810 Problem with File Computer ec KB13 How to reset
208. w in the far left hand column Horizontal and vertical scroll bars enable you to position the table so you can view that data 130 CSE Service Manager Administrators Reference Manual V4 Exporting Your Service Request Tables You can export any Service Request table view into Excel CSV or Word format files by selecting the export icon in the toolbar Excel Excel Word Csy Interacting with Service Requests To open a Service Request simply double click its entry in the table AQ View Service Request Eleckro Art needed for next week a i w Add Note 6 Add Attachments gt Print RQ Close Request GR Update Request add Resolution gs Solution a Add Activity tp Add To Knowledge Base Current History Request ID 58 Request User st W ALI Subject Eleckro Art needed for next week Cat Sub Third Change Requests Software Installation Request New Teaching Aid Change Created Date 11 03 2010 09 06 51 7 minutes ago Last Updated 11 03 2010 09 06 51 7 minutes ago Status Open X Priority Medium o Assigned To ict p derham gt Attachments Assets Add Asset Remove Asset Resolution Solution Notes Activity Username Start Time End Time Total Description TOTAL Running across the top of the frame is the Service Manager toolbar which provides access to various functions available Looking at the Service Request form Request ID Unique number referencing the Service Request R
209. when I close Word fm f add Note lE Add Attachments F Notifications a a a Notifications As with the service request transaction b Notifications for Service Request 1D 1 history the system automatically logs all automatic emails that have been 01 06 2010 08 17 40 EMAIL On New Service Request Admin BLS Support cse net cowuk Administratoren generated by the request To see these 01 06 2010 08 17 45 EMAIL On New Service Request Request User BLS Support ese net o uk simply click the Notifications tab ea ia 01 06 2010 06 35 13 EMAIL On Service Request Change AssepnedTo 66BLS Supporticse net co uk Complete details are logged for alll 01 06 2010 06 36 13 EMAIL On Garvice Request Change RautedTo 61S Support hcse netcoudk Adbindstratordn notifications sent out including who the 01 08 2010 08 38 18 man on Service Request Change Raquest Usur BLS Support cee net co uk emails were sent to and the com plete 01 06 2010 08 38 37 EMAIL On Service Request Change Admin BLS Support cse net co uk Administrator n messag e 7 01 06 2010 06 39 43 EMAIL On Service Request Change AsaegnedTo BLS Support cse net co uk ite jenine nib 01 06 2010 06 35 48 EMAIL On Service Request Change RoutedTo BLS Suppornt cse net co uk Administratongin 01 06 2010 0 35 54 EMAIL On Service Request Change Request User BL5 Supportiicse net covuk View Service Request Getting an error about Normal det wh
210. when asking users to input data on a form The Custom Fields setting allows you to create your own data fields and specify whether the data is mandatory or not To switch on a custom field first tick the corresponding option under the Visible column Then edit the field name by clicking the entry and entering your required field name If you want to force the user to enter data into this field before allowing the service Request to be posted put a tick into the associated Is Required box Finally you can set the data type you are expecting Is Email expects an entry that follows normal email address conventions Is Number expects a number and Is Anything is just that anything can be entered When you have created you custom fields click the Save button 44 CSE Service Manager Administrators Reference Manual V4 j ir New Serving Request f _S Soma Request If you are expenencng techinal problems then you can fill in the fields below with gs detailed information as pocdible and end it to Gur support deparhment Request User stAALPHONSE Reid Assigned To icte Jenkins Department Is Required Category Computer SubCategory P ThirdCategory Con mot access Internet E Priority Wht Subpect Unable to accep the internet from amp PC s in my room Message When Fisising Service Pequests for Computers Please enter as much detail as possibie in the message bow A ISI ddd A
211. you maneuver the menu towards the side margin a series of small arrow markers will appear 13 CSE Service Manager Administrators Reference Manual V4 CSE Se ic M Vesi 100 7 User Supervise r Admin Portal Computer gated nibtles leeal 172 16 1 109 EO amna ow O gt b i Main Menu a t i 1 Semice Deg Preferences Repons iy Knowledge B aae 3 Downloads E MySettings To grab the screen margin position the menu title bar over one of these arrows You will see when the menu has docked by a colour change release the menu and it will dock into the margin selected In addition you can create a toolbar effect by docking a menu to the top of the screen The Blue Lion School S Service Desk News 10th Feb 2010 Printing costs a fortune The current school budget for printing is currently runsing at over a i thousand pounds a month In the long term this is unsustainable and we ase Currently booking at various technologies to help use reduce this cost ICT Room Status Week ending 12th Feb 2010 ICT Room A On Friday 12th Feb ICT room A wil be closed at 2pm 4pm for essential maintenance work to be carried out on the whiteboard projector Due to the nature of this work the room is out of bounds to a students and staff In the median term this inclades phasing out inkjet printers as the cost of marinating these is too high to justify Longer term we wil be replacing laser printers with more e
212. zard Report Selector t socialite its y With the Report template option selected use ak i the drop down list box to select the fixed report from the selection that appears 113 CSE Service Manager Administrators Reference Manual V4 v There is a choice of six different fixed reports We will look at what each of OpenClosedRequestsPerCategory these in detail We will cover the final report that deals with SLA OpenClosedRequestsPerPriority Measurements in a separate section as this is the report that measures SET performance against SLA KPIs OpenClosedRequestsAssignedTo ActiveServiceRequests SLAReportPerMeasurement Open Closed Requests Per Category OpenClosedRequestsPerCategory Created By supervisor Created On 01 09 2011 12 19 Last Updated By Last Updated On Report Name OpenClosedRequestsPerCategory Report Title Open Closed Requests Per Category Category Filter Category All Categories v SubCategory All SubCategories v ThirdCategory All ThirdCategories v Date Filter Date Range From Date 01 08 2011 g To Date 01 09 2011 Owner supervisor View Report Share Report The report name and report title fields are editable and you can change these so that they fully describe the function of the report Below are the various filters that are available which include all three service request category types and a data range By default the date range selected will be for the last

Service Manager Administrator`s Guide

Contents

Download Pdf Manuals

Related Search

Related Contents