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Assist User Manual Advanced

1. Select a file to upload C Documents and Settings kcraig My Doci Browse Internal Only Cancel Figure 79 New Attachment window in the Service Tickets window 6 Click on the Save button The Service Tickets window will return as the active window Adding Comments Technicians and managers will add comments to tickets in the Service Tickets window in the same manner as requestors and approvers add comments from the ticket click menu or while editing a ticket As you can see from Figure 80 technicians and managers may add internal comments to tickets that cannot be viewed by requestors Ticket Comments d wwe Comment CI Internal Only Add Comments Added By Date Added Internal There are no comments to display Finish Cancel Figure 80 Ticket Comments window in the Service Tickets window Page 62 Schoolwires Assist 1 2 Using Assist Viewing Ticket History Technicians and manages will view history on a ticket in the same manner as requestors and approvers view history from the ticket click menu or while editing that ticket Click on the History button to view the ticket s history Using the Buttons in the Service Tickets Window Filtering Tickets Managers and technicians will filter tickets in the Service Tickets window in the same manner as requestors and approvers filter tickets However as you can see from Figure 81 and Figure 82 technicians can only filter tickets on the By Technician ta
2. 3 X Building Craig Middle School East Location Asset gt Other Asset Name Previous Next Cancel Figure 34 New Reguest window Page 26 Schoolwires Assist 1 2 Using Assist 12 If you wish to submit a ticket for a building other than the one 13 14 15 16 17 18 19 shown by default choose one from the Building combo box required This populates the Location combo box If you wish to submit a ticket for a location other than the one in shown by default choose one from the Location combo box required If you wish to assign an asset to the ticket choose one from the combo box or type the name of the asset in the Asset Name text box optional Click on the Next button The last page of the New Request window like the one shown in Figure 35 will display All fields are required New Request CD 9 Recurrence Daily Start Date Stop Date Previous Finish Cancel Figure 35 New Request window Choose the frequency of recurrence from the Recurrence combo box required Enter a start date for the request required Enter a stop date for the request required Click on the Finish button An Edit Ticket window will display You or the user for whom the request was entered will receive an email confirming the ticket you entered Depending on the subcategory you chose and how it is assigned the email will tell you one of the following three things e The ticket you ent
3. Approval Progress Third party craigcomputers 9 o o o o o o j o o o t Craig Elementary School South Awaiting Assigned In Pending Awaiting Withdrawn Denied Cancelled Closed Approval Progress Third p 3k m party Comput y o 1 0 0 0 0 0 0 0 0 0 Figure 99 Total Tickets by Category Report Page 74 Schoolwires Assist 1 2 Total Tickets By Category Windows Internet Explorer _ http fassistalpha schps agrtTotalTicketsByCategory aspx Back to Parent i4 4 i Jor bi 100 Fndinet Selectaformat Export 2 Ticket Summary Report 11 16 2007 Filtered by Buildings Ticket Type Category Status Priority Date Range Print Comments Buildings Craig Elementary School South Ticket Types Default Electrical Technology Transportation Categories Computers Status Awaiting Approval In Queue Assigned In Progress Pending Hold Awaiting Third party Withdrawn Denied Cancelled Closed Priority Craig Elementary School South Computers PC Troubleshooting 30 Screen won t work In Queue My computer screen isn t working Just black meme Le Somers Figure 100 Ticket Summary for Category Using Assist Page 75
4. My Account Assignment Calendar T Fiter Tickets Filter D ie s 11 12 2007 Week Figure 90 Calendar Filter for Technicians Welcome Craig My Account Sign Out Assignment Calendar Filter Tickets Filter Tickets 11 12 2007 A 11 12 2007 xd Al Figure 91 Calendar Filter for Managers Page 68 Schoolwires Assist 1 2 Using Assist Reports Reports Available by Assist User Role The reports available to each Assist user from the Reports task in the navigation pane are shown in Figure 92 Soy LUAU Manager Manager rame Technician secon Steff Approver starne Staff n CREE 1 ER 1D RE 7 2 38 1 er Tickets b Buildinc E Monte Lo 11 laen w Eo Tota Ticketsby Categoryg X XX TotalTicketsby Subcategoryn X XX Total Tickets by Queuen Total Tickets by Approval Levelo Xu X Total Tickets by Techniciana em eee eee eee Top MostActiveBuillingmi X XX Top MostActiveRequestorsac Xn n8 mn AsetwReprm nm 18 mn Assetsby Locationg X nm Xm UserPermissionso mn mn mn Queue Membershipg Xu mn n SubcategoriesbyCategoryg mn nm mn Figure 92 Reports by Assist Staff Role Page 69 Schoolwires Assist 1 2 Using Assist Obtaining Reports As you can see from Figure 92 which reports you will see in the Reports window will depend on your role as a member
5. Figure 27 New Request third window 8 Enter a subject for the request Be as clear and concise as possible 9 Enter a description for the request Provide more information about your request here 10 Click on the Next button A fourth New Request window like the one shown in Figure 28 will display The building and location that display by default are the ones associated with you in your user account Page 2 Schoolwires Assist 1 2 Using Assist Figure 28 New Request fourth window 11 If you wish to submit a ticket for a building other than the one in your account choose one from the Building combo box required This populates the Location combo box 12 If you wish to submit a ticket for a location other than the one in your account choose one from the Location combo box required 13 If you wish to assign an asset to the ticket choose one from the combo box or type the name of the asset in the Asset Name text box optional Note If you choose an asset from the Asset combo box the Asset Name text box will not display See Figure 29 for an example Figure 29 Asset chosen from combo box Page 22 Schoolwires Assist 1 2 Using Assist 14 Click on the Finish button An Edit Ticket window will display 15 16 You will receive an email immediately concerning the ticket you just entered Support staff will receive emails as required Depending on the subcategory you chose and how it 1s assigned the ema
6. Figure 88 a technician will only see tickets that have been assigned to her on the assignment calendar My Applications Help Assist My Workspace ence MyAccount Sn Out Work Areas Assignment Calendar fp enau T onem cl My Tickets Week of December 03 2007 Service Tickets Monday Dec 03 Tuesday Dec04 Wednesday DecOS Thursday Dec06 Friday Dec 07 Assent Calendar Ticket No 27 Fax machine is not working Figure 88 Technician Viv s Assignment Calendar Managers on the other hand will see tickets for all technicians assigned to them as well their own tickets as you can see from Manager Craig s Assignment Calendar in Figure 89 My Applications Help Assist A tract Eca _ Assignment Calendar Week of December 03 2007 Ticket No 27 Ticket No 22 Ticket No 4 Fax machine is not working Mac laptop needs software Check software licenses installed Building Craig Middle School East Location Classroom 201 Technician Moriarity Craig Requestor Moriarty Craig Figure 89 Manager Craig s Assignment Calendar Page 67 Schoolwires Assist 1 2 Using Assist Filtering in the Assignment Calendar Managers and technicians will filter tickets on the Assignment Calendar in the same way they filter tickets in Service Tickets However as you can see from Figure 90 technicians can only filter by the date while mangers can filter by the date and technician as shown in Figure 91 isie AL
7. Her Approval Queue window looked like the one shown in Figure 57 My Applications Help Welcome Chloe Sign Out TM Assist My Workspace Work Areas i Approval Queue P New Tetek EN Hor rint T Fiter Tickets A Approve Ticket s x Deny Ticket s 3 Print Ticket s Drag a column header and drop it here to group by that column O Ticket ne Subject Requestor Building 3 Laptop won t even turn on Melia Lindsey Craig Middle School East Computers 1 day 18 hrs Figure 57 Chloe s Approval Oueue with ticket Approver Syd signed 1n at the same time as Approver Chloe after Chloe received the email However as you can see from Exhibit 58 since Syd is a level two approver for the gueue the ticket does not yet show 1n her gueue My Applications Help Welcome Syd Sign Out TM Assist My Workspace Work Areas i Approval Queue E New Ticket a Find Ticket Filter Tickets Approve Ticket s Deny Ticket s Print Ticket s i X Drag a column header and drop it here to group by that column OF __ Ticket no Subject Requestor There are no tickets to display Figure 58 Syd s Approval Queue no tickets Page 45 Schoolwires Assist 1 2 Using Assist As you can see from Figure 59 as an approver the ticket click menu is available to Chloe Using the buttons in the Approval Queue window she is also able to Filter tickets Approve tickets Deny tickets Print tickets Approval Queue T Filter Ticket
8. Middle School East Craig Middle School East Craig Middle School East Craig Middle School East Craig Middle School East Craig Middle School East Craig Middle School East Welcome Craig My Account Oueue Computers PC troubleshooting Computers PC troubleshooting Computers PC troubleshooting Computers PC troubleshooting Computers PC troubleshooting Computers PC troubleshooting Computers PC troubleshooting Figure 71 By Queue tab of the Service Tickets window for Manager Craig Page 55 Schoolwires Assist 1 2 Using Assist My Applications Help Welcome Viv Sign Out B Assist My Workspace Work Areas Service Tickets New Ticket EN Find Ticket ay Technician By Queue Filter Tickets Assign Ticket s Cancel Ticket s Print Ticket s A My Tickets E E X Drag a column header and drop it here to group by that column a EE ec nu y o e Subject Requestor Building i Dj Check Moriarity Craig Middle software licenses Craig School East Assignment Calendar d none ijj Check Mor arity Craig Midd software licenses Craig School East I Check Craig Middle software licenses Craig School East Check Craig Middle software licenses Craig School East Lj Check Craig Middle software licenses Craig School East software licenses School East Lj Check iarity Craig Middle software licenses i School East 4 4 54 4 4 VV d 34 F
9. Subcategory It will expand as shown in Figure 54 b Choose a type from the Type combo box That will populate the Category combo box c Choose a category from the Category combo box That will populate the Subcategory combo box d Choose a subcategory from the Subcategory combo box e Click on the Find button The results of the search will depend on your role Your access to tickets found in the search will depend on your association with those tickets 5 To search by status and priority a Click on the LY to the left of By Status and Priority It will expand as shown in Figure 55 Find Ticket CL mu ei gt By Ticket No By Building amp Location gt By Type Category amp Subcategory v By Status amp Priority Status Priority Cancel Figure 55 Find Ticket window Status amp Priority Page 42 Schoolwires Assist 1 2 Using Assist b Choose a status from the Status combo box Choose a priority from the Priority combo box d Click on the Find button The results of the search will depend on your role Your access to tickets found in the search will depend on your association with those tickets Page 43 Schoolwires Assist 1 2 Using Assist Approval Queue Window Approvers Only users who have been assigned as approvers will see the Approval Queue task in the navigation pane of the My Workspace tab Requestors must choose a subcategory for each ticket they enter In doing this they are det
10. Subject Date Requested Technician 9 26 2007 11 10 56 uj Printer jam AM Craig Viv ul Spilled 9 26 2007 11 02 43 i water on AM Unassigned keyboard ul Need new 9 25 2007 4 17 58 mouse PM Melia Patrick Figure 44 My Tickets window Filtering Tickets Status Assigned In Queue Assigned Within the My Tickets window you can only filter by ticket status To do this 1 Click on the Filter Tickets button A filter panel like the one shown in Figure 45 will display between the buttons and the grid As you can see it defaults to showing all open tickets My Tickets Filter Tickets Withdraw Ticket s h Print Ticket s Filter Tickets Status Al Open Tickets Date Reguested 11 14 2007 4 32 37 J Ceiling is leaking Ho Need hard drive for student laptop Figure 45 Filter panel Unassigned 11 8 2007 3 24 42 PM Unassigned Technician Status Age SN 19 hrs Approval Awaiting Approval 6 days 20 hrs Page 34 Schoolwires Assist 1 2 Using Assist 2 Choose a status from the Status combo box The My Tickets window will refresh Only the tickets with the status you chose will display in the grid Note To close the filter panel click on the Filter Tickets button again Withdrawing Tickets If you have resolved the problem or entered it in error you can withdraw the ticket for that work To do this 1 Use the filter or pagination as required to locate the ticket or tickets you wis
11. Tickets Window All Requestors 28 Accessing the Ticket Click Menu cccccssssssseeccccceeeeesseeecccccssaeeessseeeeceeesaaeeesees 20 Attaching Deleting or Downloading Files eeeeeeeeeeeeeeee 20 Addc ommen to TICK CE oec coat GA A O eta UR rehab an meen taal 31 Detetinie Comments toma Tick Ct ien ec eei rhe e a iterate eee 31 WCW ile LICKEL PUSIOLY su Seed eR Oo deri EXE cV wore teva a NND nu RA 33 Using the Buttons in the My Tickets Window All Requestors 34 Filtern TICRO S ioter be en OA GALI edi OR LLC Add Se GAF GC ODU 34 Mathdrasvine Tic Ket a e ERE bae tese Y ota ose utind 35 Panino el qs au a 36 Ticket C Ornple HOD SULVEY consent poto desde Nain oops YNN EA ANO Ea 36 Ticket Completion Survey When Work is Complete Requestors 37 Ticket Completion Survey When Work is Not Complete Reguestors 37 Pind tne Tickets ia UU LT ET 39 Results Tor a 10 i Led c usine diseases NT YNFYD NHOWYN FT R EFE FY FEN obae copas 39 ReSiUlts TOr SUpPORl Sta FFF O Y A HR RR AN d 39 bindige L6 Refs das pu GO aliti a 40 Approval Queue Window ADpprove S ssssscccccccccesssssseceececcseeeeeseeeceeeeesaaeeeeseceeeeeeaaas 44 Using the Ticket Click Menu in the Approval Queue Window s 47 Accessing the Ticket Chek Menu ae ea xe etaed sausihecdlweadansiasstabotesiaett
12. as one document 4 Use your browser Print button or keyboard shortcut to print Ticket Completion Survey When a ticket is closed the requestor will receive an email like the one shown in Figure 48 The requestor will click on the link in the email to go to the Ticket Completion survey like the one shown in Figure 49 The following ticket has been closed Ticket No 15 Subject Printer jam 35e confirm that the ticket is complete by clicking the link below http assistalpha schoolwires com wom TicketCompletionSurvey aspx Tokenz662 Figure 48 Email to requestor when ticket closed Page 36 Schoolwires Assist 2 Using Assist Ticket Completion Survey When Work is Complete Requestors When the requestor clicks on the link in the email a sign in window for Assist will display After signing in the requestor will see a Ticket Completion Survey window like the one shown in Figure 49 Assist My Workspace Work Areas _ Ticket Completion Survey aff New Ticket QL Find Ticket ET e El Bc Laptop for new hire Laptop for new hire Please confirm that ticket number 95 is complete Yes the ticket is complete O No the ticket is not complete Figure 49 Ticket Completion Survey window The survey defaults to Yes Therefore if the work has been completed satisfactorily the requestor just has to click on the Submit button Ticket Completion Survey When Work is Not Complete Reguestors After signing
13. assign tickets The buttons that are available on the By Technician tab are e Filter Tickets e Close Tickets e Cancel Tickets Gf that permission in user profile e Print Tickets The buttons that are available on the By Queue tab are e Filter Tickets e Assign Tickets if that permission in user profile e Cancel Tickets if that permission in user profile e Print Tickets Since these tabs contain grids you can apply all but the Filter Tickets button to one or more tickets on the page to tickets by clicking in the checkbox to the left of the tickets My Applications Help Assist My Workspace We AN My Account Sign Out Work Areas Service Tickets Edit Ticket New Ticket A Find Ticket a Comments A Assign Ticket wf Close Ticket X Cancel Ticket e History Print Ticket Al My Tickets General Building amp Location Type amp Category Attachments Service Tickets rj Assignment Calendar i Subject Mac computer not working Description 3 Spell Check Mac computer not working Figure 74 Editing a ticket while on the By Technician tab Page 57 Schoolwires Assist 1 2 Using Assist As you can see in Figure 74 when you edit a ticket on the By Technician tab the Comments and History buttons display Therefore when you edit a ticket on the By Technician tab the buttons that are available are e Comments e Assign Ticket if that permission in user profile e Close Ticket e Cancel Ticket if that
14. at the building on the ticket 4 Click on the Assign button The tab on which you began will return as the active window Cancelling a Ticket From Either Tab If you have permission to cancel tickets you can cancel a ticket by clicking on the Cancel Ticket button when you are on either tab of the Service Tickets window A Cancel Ticket window like the one shown in Figure 87 will display Cancel Ticket C 4 Please enter a reason why this ticket is being cancelled Ok Cancel Figure 87 Cancel Ticket window Enter the reason you are cancelling the ticket You must enter at least 25 characters The ticket status will change to Cancelled However since the default filter on the By Technician tab 1s set to display tickets with Assigned status it will not be visible until you filter for cancelled tickets The requestor will be notified that the ticket was cancelled Note If you cancel multiple tickets from the grid the same reason will be entered for all the tickets you cancelled Printing Tickets From Either Tab Managers and technicians will print tickets in Service Tickets in the same manner as requestors and approvers print tickets Page 66 Schoolwires Assist 1 2 Using Assist Assignment Calendar Managers and Technicians Once tickets are assigned and due dates are entered they will appear on staff assignment calendars Tickets Seen in Calendars As you can see from Technician Viv s Assignment Calendar in
15. display in My Tickets are only those that have been submitted by or for the user who is signed in Figure 13 shows the My Workspace tab for Requestor Lindsey She enters in the My Tickets window as shown in Figure 13 My Applications Help Assist My Workspace Work Areas My Tickets d New Ticket A Find Ticket E My Tickets Ticket No Subject a Laptop for new hire as Ceiling is leaking O a Need hard drive for student laptop Y Need new printer il Cannot install software T Fiter Tickets B withdraw Ticket s E Print Ticket s Date Requested 2 25 2008 4 54 31 114472007 4 32 37 11 8 2007 3 24 42 11 8 2007 3 10 02 11 7 2007 8 56 30 AM Technician Craig Viv Unassigned Unassigned Unassigned Melia Patrick Figure 13 My Workspace for a requestor Submitting Requests Requestor Only Permission Tem eee lv Account Sign Out Status Assigned Awaiting Approval 103 days 18 hrs Awaiting Approval 109 days 19 hrs Awaiting Approval 108 days 19 hrs Assigned 111 days 2 hrs Users who have permission to submit requests 1 e add tickets and who are not managers or technicians can only submit requests for themselves To add a new ticket 1 Click on the New Ticket button at the top of the navigation pane A New Request window like the one shown in Figure 14 will display All the fields in this window are required Page 13 Schoolwires Assi
16. field Enter numerals only Page 40 Schoolwires Assist 1 2 Using Assist b Click on the Find button The results of the search will depend on your role Your access to a ticket found in the search will depend on your association with that ticket 3 To search by building and location a Click on the 2 to the left of By Building amp Location It will expand as shown in Figure 53 Find Ticket NE By Ticket No w By Building amp Location Building Location Asset gt By Type Category amp Subcategory By Status amp Priority Cancel Figure 53 Find Ticket window Building amp Location b Choose a building from the Building combo box That will populate the Location combo box c Choose a location from the Location combo box That will populate the Asset combo box d Choose an asset from the Asset combo box if desired e Click on the Find button The results of the search will depend on your role Your access to tickets found in the search will depend on your association with those tickets Page 4l Schoolwires Assist 1 2 Using Assist Find Ticket O gt By Ticket No gt By Building amp Location By Type Category amp Subcategory Type Category Subcategory By Status amp Priority Cancel Figure 54 Find Ticket window Type Category amp Subcategory 4 To search by ticket type category and subcategory a Click on the L to the left of By Type Category amp
17. of Assist support staff However you will obtain the reports in essentially the same manner Figure 93 shows the Reports window for a manager which contains all available reports Users amp Groups System Settings My Applications Help Assist My Workspace Administration eu CIE My Account Work Areas Reports t New Ticket Q Find Ticket 3 Report Title Description A My Tickets k Ticket Summary Shows all available information for each ticket that meets the criteria Service Tickets T Total Tickets By Building I k Total Tickets By Building and Category Shows the number of tickets in each category for each building T Total Tickets By Building and Month Shows the number of tickets per month for each building Shows the number of tickets by status for each asset within the selected buildings k Total Tickets By Asset T Total Tici ts By Cat T NE REL IA E RI TR Shows the number of tickets by status for each subcategory within a Total Tickets By Subcategory each category in the selected buildings Shows the number of tickets by status for each category within each kh e em queue in the selected buildings Shows the number of tickets by status for each category within each T Total Tickets By Approval Level queue in the selected buildings You must select at least one queue Shows the total number of tickets assigned to each technician by category and status within each building z x Shows the n
18. permission in user profile e History e Print Tickets My Applications Help Assist My Workspace ie A M My Account Sign Out Work Areas Service Tickets Edit Ticket New Ticket Q Find Ticket a nments 4 Assign Ticket x CancelTicket D History mg Print Ticket A My Tickets General Building amp Location Type amp Category Attachments Service Tickets Subject Check software licenses Description gJ Sper Check Check all software license keys Figure 75 Editing a ticket while on By Queue tab As you can see from Figure 75 when you edit a ticket on the By Queue tab the Comments and History buttons will also display Therefore when you edit a ticket on the By Queue tab the buttons that are available are e Comments e Assign Ticket if that permission in user profile e Cancel Ticket if that permission in user profile Page 58 Schoolwires Assist 1 2 e History e Print Tickets Using Assist When you apply these buttons while editing a ticket you are only performing the action on the ticket that you are editing By comparing editing a ticket on the By Technician tab Figure 75 to editing a ticket on the By Queue tab Figure 76 you will see that you can change the priority when editing a ticket on either tab but you can only change the status when you edit a ticket on the By Technician tab Using the Ticket Click Menu in the Service Tickets Window Accessing the Tick
19. permissions of each user In this chapter we will cover all the tasks or work areas that may be available after you sign in Setup for This Chapter For this chapter we have set up users with the following roles and assigned to the Middle School East e Requestor Lindsey e Manager Craig e High level Technician Viv e Low level Technician Patrick e Approvers Chloe Level 1 and Syd Level 2 We assigned both technicians to Manager Craig We created an approval queue for major PC work and a standard queue for minor PC work We assigned Craig Viv and Patrick to both queues as support staff and assigned Chloe and Syd as approvers for the approval queue We have set up three subcategories within the Technology ticket type and the Computer category The subcategories were assigned as follows e Tickets for the Computers PC Major subcategory will be assigned to the Computers PC Major approval queue e Tickets for the Computers PC Minor subcategory will be assigned to Technician Patrick e Tickets for the PC Troubleshooting subcategory will be assigned to the Computers PC troubleshooting standard queue Page 5 Schoolwires Assist 1 2 Using Assist A Requestor s View The user profile that we assigned to Requestor Lindsey is shown in Figure 3 As you can see the only permission this user has 1s to submit requests Since she has not been assigned as a member of the support staff this is her only permission within As
20. the one shown 1n Figure 78 will display Page 59 Schoolwires Assist 1 2 Using Assist My Applications Help Assist My Workspace en A MyAccount Sign Out Work Areas Service Tickets Edit Ticket E New Ticket Q Find Ticket Bj Comments Bp Asson Ticket A Close Ticket X cancel Ticket O History am Print Ticket fa General Boidng amp Loceion V Tyne Catagory V Aktacim nts Service Tickets rU Assignment Calendar rp Mac ter not working Description ge oer check Mac computer not working Figure 77 Editing a ticket while on the By Technician tab My Applications Help Assist My Workspace Welcome Viv My Account Work Areas Wiig asm a mae ie Service Tickets Edit Ticket alise Toit hla Bi comments QB assion Ticket HE CancelTicket D History aah Print Ticket El My Tickets General Building amp Location M Type amp Category X Attachments Service Tickets TB Assionment Calendar i Check all software license keys Priority Medium Due Date 04 01 2008 Figure 78 Editing a ticket while on By Queue tab Page 60 Schoolwires Assist 1 2 Using Assist 2 Change information on the General tab as required As you can see from Figure 77 and 78 what that information is varies between the By Technician tab and the By Queue tab of the Service Tickets window e Subject when editing from either tab e Description
21. Cancel tickets e Create recurring requests Note In order for a technician to be able to add recurring tickets that user s profile must contain both the permission to create recurring requests and the permission to submit requests A requestor who is not a manager or technician cannot submit recurring tickets Since Viv is a member of the support staff as well as a requestor when she signs in a By Technician tab of the Service Tickets window like the one shown in Figure 8 will display In addition to the permissions in her user profile she has permissions associated with her role as a technician on the support staff EI TM Assist My Workspace Work Areas Service Tickets New Ticket ON Find Ticket By Technican By Queue Filter Tickets Close Ticket s Cancel Ticket s Print Ticket s A My Tickets T v x Drag a column header and drop it here to group by that column y Ticket No Subject Reguestor Building Technician There are no tickets to display Figure 8 My Workspace tab for high level technician on support staff From here she can navigate to the other tasks that are available to her namely e My Tickets which will display only tickets submitted by or for Viv e Assignment Calendar which will display only those tickets assigned to Viv that have due dates e Reports which will give Viv access to the reports available to technicians Since the Cancel Tickets button 1s available within the Ser
22. Ticket Edited Ticket Edited Ticket Edited Ticket Edited Change page gt Displaying page 1 of 2 tems 1 ta 10 of 17 Details The ticket was created by Lindsey Melia The ticket was assigned to Viv Craig The ticket was edited by Craig Moriarty The ticket subcategory has changed The ticket was assigned to Sheehan Hannan The ticket was edited by Sheehan Hannan The ticket subcategory has changed The ticket was assigned to Viv Craig The ticket was edited by Craig Moriarty The ticket was edited by Craig Moriarty The ticket was edited by Craig Moriarty The ticket was edited by Craig Moriarty Clase Figure 43 Ticket History window Page 33 Schoolwires Assist 1 2 Using Assist Using the Buttons in the My Tickets Window All Requestors With the exception of the Filter Tickets button the buttons at the top of the My Tickets window may be applied to multiple tickets on a page in the grid Warning If you have multiple pages of tickets within the My Tickets window you can only select multiple tickets or use the Select All checkbox on a single page If you move to another page the tickets you selected on the first page will be deselected Access the My Tickets task in the navigation pane A My Tickets window like the one shown in Figure 44 will display This contains any tickets that you have submitted or someone has submitted for you My Tickets Withdraw Ticket s Print Ticket s
23. Type combo box required This will populate the Category combo box 5 Choose a category from the Category combo box required This will populate the Subcategory combo box 6 Choose a subcategory from the Subcategory combo box required This will determine how the ticket is assigned to support staff Note Based on the subcategory you choose the ticket will be assigned to one of these three e Approval Queue Status column will show Awaiting Approval Technician column will show Unassigned e Standard Queue Status column will show In Queue Technician column will show Unassigned e Staff member Status column will show Assigned Technician column will show staff member name 7 Click on the Next button A New Request window like the one shown in Figure 33 will display Page 25 Schoolwires Assist 1 2 Using Assist New Request ured rud Subject Description C Recurring Request Previous Next Cancel Figure 33 New Request window 8 Enter the subject for the request required Be as clear and concise as possible 9 Enter a description for the request required Provide more information about your request here 10 Since this is a recurring request click in the checkbox to the left of Recurring Request 11 Click on the Next button The next page of the New Request window like the one shown in Figure 34 will display Be certain the building and location are entered correctly for the user
24. Using Assist My Applications Help Welcome Sydi Sign Out d TM Assist My Workspace Work Areas Approval Oueue New Ticket Find Ticket F EN X Filter Tickets A Approve Ticket s X Deny Ticket s Print Ticket s Drag a column header and drop it here to group by that column A My Tickets O TiketNo Subject Requestor Building Category Age O y 28 7 Need new laptop Melia Lindsey Craig Middle School East Computers 6 hrs Figure 66 Syd s Approval Queue window with ticket e The approvers for the next level will be notified e The requestor will be notified that the ticket requires approval Note If there are multiple approvers at a level only one has to approve the ticket for it to move to the next level b If you are the final approver for the ticket e The ticket will be moved to the Service Tickets windows of the appropriate members of the support staff e Support staff will be notified e The requestor will be notified that the ticket has been assigned to a queue Note If there are multiple approvers at the final level only one has to approve the ticket for it to move to the ticket queue Denying Tickets Approvers will use the Deny Ticket s button to approve tickets in the Approval Queue To deny tickets 1 Click in the checkbox to the left of each ticket you wish to deny A Warning If you have multiple pages of tickets you can only select multiple tickets or use the Select All checkb
25. ab of the Service Tickets window for Technician Viv Notice that neither of the tickets shown in Figure 69 is for work in the Middle School East which is the only building to which Viv is assigned in Settings That is because these tickets were assigned to Viv when the subcategory was selected when the tickets were created or edited The building assignments in Settings only affect tickets that are assigned to queues In Figure 70 you only see one ticket assigned to Technician Patrick Since it is for work in the Middle School East the only building to which Patrick 1s assigned in Settings you cannot tell whether the assignment was made when a subcategory was selected or from within a queue Patrick was assigned a user profile that did not include permission to assign or cancel tickets Consequently as you can see in Figure 70 the Cancel Tickets button does not appear on his By Technician tab My Applications Help Welcome Patrick Sign Out E TM Assist My Workspace Work Areas Service Tickets E New Ticket EN Find Ticket By Technician By Queue T Fiter Tickets qf Close Ticket s gh Print Ticket s Drag a column header and drop it here to group by that column F 9 13 Lj Need new mouse Melia Lindsey Craig Middle SchoolEast Melia Patrick Assigned 2 days Figure 70 By Technician tab of the Service Tickets window for Technician Patrick Page 54 Schoolwires Assist 1 2 Tickets on the By Queue Tab of the Servi
26. b by status while managers can filter on that tab by status and by technician Both managers and technician can filter tickets on the By Queue tab by queue as shown in Figure 83 Service Tickets By Technician By Queue T Fitter Tickets qf Close Ticket s x Cancel Ticket s Print Ticket 2 Filter Tickets Status ssigned x Drag a column header and drop it here to group by that column UL Printer jam Melia Craig Elementary oe y 2 days m 4 15 Y ja Linde School Norti Craig Viv Assigned an Figure 81 Filtering tickets on the By Technician tab for technicians Service Tickets By Technician By Queue T Fitter Tickets uff Close Ticket s X Cancel Ticketr2 aj Print Ticket s Filter Tickets mm All Status Assigned Drag a column header and drop it here to group by that column F Ticket Mo Subject Requestor Building Technician Status Age aL Craig C wi 15 Printer i Melia Lindsey Elementary Craig Viv Assigned 2 days 5hrs FRE School North Figure 82 Filtering tickets on the By Technician tab for managers Page 63 Schoolwires Assist 1 2 Using Assist Service Tickets By Technician By Queue Filter Tickets PE Ticket s X Cancel Ticket s adj Print Ticket s Filter Tickets Queue Al v Drag a column header an
27. c to working in Assist are e Assign tickets e Cancel tickets e Create recurring requests e Manage assets e Manage queues e Manage settings and staff e Manage categories and subcategories e Submit requests Most Assist users will be able to submit requests Based on their user profiles managers and technicians may also be able to assign and cancel tickets and create recurring requests Approvers cannot assign or cancel tickets or create recurring requests In addition to the permissions in their user profiles support staff members also have permissions that are related to their roles on the support staff These do not depend on the permissions in their user profiles Roles for support staff members are assigned on the Support Staff tab in the Settings window in Assist Administration as shown in Figure 2 See the Assist chapter Assist Administration for more information Users amp Groups System Settings My Applications Help Weegee CIAM My Account Sign Out Assist My Workspace Settings General Support Staff Diagnose Setup dei Staff 9 Remove Staff te S ae gt LastName First Name Ticket Types Bloom Leo ud Ticket Categories Craig Chloe Kathe Matt Syd Viv Patty Figure 2 Settings window Support Staff tab Page 4 Schoolwires Assist 1 2 Using Assist The tasks that are available on the My Workspace tab of Assist will vary based on the
28. ccount New Request Q 2 Building Craig Middle School East F Location Science Lab 222 Asset gt ther Asset Name Previous Finish Cancel Figure 16 New Request third window 9 If you wish to submit a ticket for a building other than the one in your account choose one from the Building combo box required This populates the Location combo box Page I5 Schoolwires Assist 2 Using Assist 10 If you wish to submit a ticket for a location other than the one in your account choose one from the Location combo box required 11 If you wish to assign an asset to the ticket choose one from the combo box or type the name of the asset in the Asset Name text box optional Note If you choose an asset from the Asset combo box the Asset Name text box will not display See Figure 17 for an example Figure 17 Asset chosen from combo box 12 Click on the Finish button An Edit Ticket window like the one shown in Figure 18 will display You will receive an email immediately concerning the ticket you just entered Support staff will receive emails as required Depending on the subcategory you chose and how it is assigned the email will tell you one of the following three things My Tickets Edit Ticket Comments o History a Print Ticket General Building amp Location Type amp Category Attachments Subject Cannot install software Description pe Spell Check I cannot install software in my co
29. ce Tickets Window Using Assist Depending on their building and queue assignments what support staff will see on the By Queue tab of Service Tickets may vary Let s look at the By Queue tabs of the Service Tickets windows of Craig Viv and Patrick Figure 71 shows the By Queue tab of Service Ticket for Craig Notice that it contains Ticket 1 4 5 6 7 8 9 10 12 and 18 Figure 72 shows the By Queue tab of Service Ticket for Viv and contains the same tickets as that of Craig Ticket 18 however does not show on the By Queue tab of Service Ticket for Patrick shown in Figure 73 because Patrick is not assigned to Craig Queue One Viv and Craig are My Applications Help Assist My Workspace Work Areas P New Ticket A Find Ticket E My Tickets H rj Assignment Calendar a e Service Tickets By Technician By Queue Y Filter Tickets E Assign ER X Cancel Ticket s Print Ticket s Drag a column header and drop it here to group by that column Emad 9 9 9 ki 9 Ticket No 10 Subject UU Check software licenses Lj Check software licenses Jj Check software licenses Check software licenses Jj Check software licenses ijj Check software licenses jj Check software licenses B Laptop won t even turn on Cannot install software Requestor Building Craig Middle School East Craig Middle School East Craig
30. ch attachment you wish to delete Warning If you have multiple pages of attachments you can only select multiple attachments or use the Select All checkbox on a single page If you move to another page the attachments you selected on the first page will be deselected Page 30 Schoolwires Assist 1 2 Using Assist ii Click on the Delete Attachment s button A confirmation message like the one shown in Figure 40 will display Delete Attachment Are you sure you want to delete the selected attachment s Delete Cancel Figure 40 Delete Attachment confirmation message 111 Click on the Delete button The attachment you deleted will not be listed in the grid on the Attachments tab iv Repeat Step 1 to Step 111 as required Adding Comments to a Ticket You can add comments to a ticket from the ticket click menu or while editing that ticket You add a comment to any ticket in the same manner as you do when you add a new ticket You can add a comment from the ticket click menu or when editing a ticket See Submitting Requests Requestor Only Permission earlier in this chapter for more information Deleting Comments from a Ticket To delete a comment 1 Click on the ticket subject The ticket click menu for that ticket will display 2 Click on the Comments button A Ticket Comments window like the one shown in Figure 41 will display Page 3l Schoolwires Assist 2 Using Assist 3i am trying to in
31. ckets with recurring requests Status Age Withdrawn In Queue In Queue In Queue In Queue In Queue In Queue In Queue Using the Ticket Click Menu in the My Tickets Window All Requestors As a requestor you can only add comments or attach files to a ticket You cannot change any other information on the ticket You will use the ticket click menu to e Edita ticket to attach delete or download a file TIP You can also edit a ticket by double clicking on the ticket subject This will open an Edit Ticket window e Add comments to a ticket or delete comments from a ticket e View the history of a ticket Page 28 Schoolwires Assist 1 2 Using Assist Accessing the Ticket Click Menu To access the click menu for a ticket click on the subject of the ticket A ticket click menu like the one shown in Figure 37 will display Edit Comments History Cannot install software I cannot install software in my computer no admin rights Building Craig Middle School East Location Science Lab 222 Ticket Type Technology Category Computers Subcategory PC Troubleshooting Figure 37 Ticket click menu As you can see the click menu for a ticket contains the following information about the ticket Subject Description Building Location Ticket Type Category Subcategory Attaching Deleting or Downloading Files After you have added a ticket to attach additional files delete attachments or download at
32. d drop it here to group by that column F i Ma Subject Requestor Building Category Queue Age B Check Moriarity Craig Middle Computers PC L 9 software licenses Craig School East VU troubleshooting Figure 83 Filtering tickets on the By Queue tab for managers amp technicians Closing a Ticket From By Technician Tab Only You can close a ticket by clicking on the Close Ticket button when you are on the By Technician tab of the Service Tickets window A Close Ticket window like the one shown in Figure 84 will display Enter the reason you are closing the tickets You must enter at least 25 characters Note If you are closing multiple tickets from the grid the same reason will appear on all the tickets you close The ticket status will change to Closed However since the default filter on the By Technician tab 1s set to display tickets with Assigned status it will not be visible until you filter for closed tickets The requestor will receive an email like the one shown in Figure 85 Clicking on the link in the email will take the requestor to a Ticket Completion Survey See Ticket Completion Survey earlier in this chapter for how requestors complete this survey Close Ticket Please enter in a closing comment Cancel Figure 84 Close Tickets window Page 64 Schoolwires Assist 1 2 Using Assist The following ticket has been closed Ticket No 15 Subject Printer jam Figure 85 Email to requestor whe
33. e he has permissions associated with his role as a manager on the support staff My Applications Help Welcome Craig Sign Out E TM Assist My Workspace Work Areas Service Tickets E T E New Ticket Q Find Ticket By Technician By Queue Filter Tickets Close Ticket s Cancel Ticket s Print Ticket s Z mynaes a v x 3 Drag a column header and drop it here to group by that column E Service Tickets g 8 Assignment Calendar There are no tickets to display Hm Figure 6 My workspace tab for manager on support staff Page Schoolwires Assist 1 2 Using Assist From here he can navigate to the other tasks that are available to him namely e My Tickets which will display only tickets submitted by or for Craig e Assignment Calendar which will display all tickets with due dates that are assigned to Craig and any technicians assigned to him e Reports which will give Craig access to the reports available to managers Since the Cancel Tickets button is available within the Service Tickets window you can see that he has this permission in his user profile The Assign Tickets button is also available to Craig on the By Queue tab See Service Tickets Managers and Technicians later in this chapter for more information on processing tickets including assigning and cancelling tickets Creating recurring tickets is covered in My Tickets See Reports later in this chapter for more informat
34. eins 47 cn a a o lt lt ee D P 47 POG ne COMEM seins cre O Ry GU ADN OE A 48 Viewins Cker EE SIE ge art saree eter ah e estu aaa alan detente tei A 49 Using the Buttons in the Approval Queue Window eese 49 Filtern MICK Cts es RD E RE YD 49 Schoolwires Assist 1 2 Using Assist PAD PFOVING TICKETS sss calcd Y GY eu exu uta RC bomi uu edu ut de 50 Peny Os WCC ES YN TE FFF E MENNA 51 an nun ul ti ed Ress obedece iov TR Ru EN RT UO 02 Service Tickets Window Managers and Technicians cccccccccccceeeseeeseceeeeeeeeeaeeeees 53 Tickets on the By Technician Tab of the Service Tickets Window 53 Tickets on the By Queue Tab of the Service Tickets Window eessessss 55 Comparing the By Technician and the By Queue Tabs esses 57 Using the Ticket Click Menu in the Service Tickets Window eseessss 59 Accessing the Ticket Chick Mens in edi a Pasa du 59 Editing a Ticket Including Priority Status and Due Date 59 ZAddims C onen S esena dieti sce or Oa utem RS dU CO DR NU OODD OO 62 Viewing Ticket HISTO ysa i DR be RCH dU 63 Using the Buttons in the Service Tickets Window ccccccccccesssseseeeceeeeeeaaaeeseeeeeees 63 Esterib Biel ok peer HR E N E Wye RH eee ELE TED TUI MEE 63 Closing a Ticket From By Technician Tab Only eese 64 Asstenime a T
35. ered has been assigned to a queue e The ticket you entered has been assigned to a technician e The ticket you entered requires approval Page 27 Schoolwires Assist 1 2 Using Assist 20 To add attachments click on the Attachments tab You will add attachments in the same manner as a requestor See Submitting Requests Requestor Only Permission earlier in this chapter for more information 21 To add comments click on the Comments button You will add comments in the same manner as a requestor See Submitting Requests Requestor Only Permission earlier in this chapter for more information Note As you can see from Figure 36 the tickets and the requested date for the tickets will display according to the recurrence information you entered My Tickets F Filter Tickets x Withdraw Ticket 2 3 Print Ticket s O Pw pw mm mw mi mw m Ticket No Subject 11 10 9 8 i Check software licenses lal Check software licenses il Check software licenses Check software licenses 2 Check software licenses la Check software licenses i Check software licenses i Check software licenses T2008 3 59 38 PM 41 2008 3 59 38 PM 1 2008 3 59 38 PM 10 1 2008 3 59 38 PM T2008 3 59 36 PM 41 2008 3 59 38 PM 1H 2008 3 59 38 PM 10 1 2007 3 59 38 PM Technician Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Unassigned Figure 36 My Ti
36. ermining whether that ticket is assigned to a standard queue an approval queue or a specific technician If a ticket has been assigned to an approval queue the requestor receives an email stating that the ticket requires approval All first level approver receive emails informing them that a ticket requires approval Approval queues can have up to five levels of approval If there are multiple approvers at any level only one must approve a ticket Then it will either move to the next approval level or to the Service Tickets windows for the appropriate support staff The approval queue we set up for this chapter required two levels of approval Approver Chloe is a first level approver Approver Syd is a second level approver Before Approver Chloe was notified that any tickets required approval she signed in and her Approval Queue window looked like the one shown in Figure 56 My Applications Help Welcome Chloe Sign Out e TM Assist My Workspace Work Areas Approval Queue x F murio B aei tt Y Filter Tickets A Approve Ticket s X Deny Ticket s Print Ticket s E Drag a column header and drop it here to group by that column My Tickets FI Ticket No Subject Requestor Approval Queue There are no tickets to display Figure 56 Chloe s Approval Queue window with no tickets Page 44 Schoolwires Assist 1 2 Using Assist After she received an email telling her a ticket required approval she signed in again
37. et Click Menu You will access the ticket click menu in the Service Tickets window 1n the same manner as you access it in the My Tickets window or the Approval Queue window You will click on the ticket subject as shown in Figure 70 Service Tickets By Technician By Oueue T Filter Tickets w Close Ticket s x Cancel Ticket s Drag a column header and drop it here to group by that column ANNE MALL MR E 2 a Uy machine is not Print Ticket s Requestor Building Technician Status Age ys 1 Edit Comments History Fax machine is not working I can receive faxes but I cannot scan or send Building Craig Middle School East Location Science Lab 222 Asset Brother 1250 Printer Ticket Type Technology Category Computers Subcategory PC Troubleshooting Due Date Figure 76 Ticket click menu in Service Tickets window Editing a Ticket Including Priority Status and Due Date As a manager or technician you can edit all the information on a ticket You can add attachments delete attachments and download attachments TIP You can also edit a ticket by double clicking on the ticket subject This will open an Edit Ticket window To edit a ticket from the ticket click menu 1 Click on the Edit button in the ticket click menu If you are editing a ticket on the By Technician tab an Edit Tickef window like the one shown in Figure 77 will display If you are editing a ticket on the By Oueue tab an Edit Tickef window like
38. f 1 Click on the New Ticket button at the top of the navigation pane A New Request window like the one shown in Figure 25 will display C 2 I am creating a ticket for Myself Q Another User Next Cancel Figure 25 New Reguest window manager or technician 2 Leave the radio button to the left of Myself selected 3 Click on the Next button The next page of the New Request window like the one shown in Figure 26 will display New Reguest Q x Ticket Type Category gt Subcategory gt x Next Cancel Figure 26 New Reguest second window Page 20 Schoolwires Assist 1 2 Using Assist 4 Choose a ticket type from the Ticket Type combo box This will populate the Category combo box 5 Choose a category from the Category combo box This will populate the Subcategory combo box 6 Choose a subcategory from the Subcategory combo box Note Based on the subcategory you choose the ticket will be assigned to one of these three e Approval Queue Status column will show Awaiting Approval Technician column will show Unassigned e Standard Queue Status column will show In Queue Technician column will show Unassigned e Staff member Status column will show Assigned Technician column will show staff member s name 7 Click on the Next button A third New Request window like the one shown in Figure 27 will display New Request Q X Subject Description Previous Mexk Cancel
39. gns in to Assist a By Technician tab of the Service Tickets window like the one shown in Figure 10 will display My Applications Help Assist My Workspace Welcome Patrick My Account Work Areas Service Tickets E New Ticket A Find Ticket By Technican By Queue Filter Tickets Close Ticket s Print Ticket s A My Tickets RA v 3 Drag a column header and drop it here to group by that column 8 Assignment Calendar There are no tickets to display a Reports Figure 10 My Workspace tab for low level technician on support staff Like Manager Craig and Technician Viv from here he can navigate to the other tasks that are available to him namely e My Tickets which will display only tickets submitted by or for Patrick e Assignment Calendar which will display only those tickets assigned to Patrick that have due dates e Reports which will give Patrick access to the reports available to technicians Page 10 Schoolwires Assist 1 2 Using Assist Unlike Manager Craig and Technician Viv however Technician Patrick does not have the Cancel Tickets button available within the Service Tickets window On the By Queue tab he does not have the Assign Tickets button and he cannot create recurring tickets See Service Tickets Managers and Technicians later in this chapter for more information on processing tickets See Reports later in this chapter for more information on how to obtain reports and the reports
40. h to withdraw 2 Click in the checkbox to the left of the ticket or tickets you wish to withdraw 3 Click on the Withdraw Ticket s button A Withdraw Ticket s window like the one shown in Figure 46 will display Please enter a reason why this ticket is being Withdrawn Ok Cancel Figure 46 Withdraw Ticket window 4 Enter the reason you are withdrawing the ticket You must enter at least 25 characters 5 Click the OK button My Tickets will return as the active window The status of the ticket or tickets you withdrew will be Withdrawn Note If you are withdrawing multiple tickets the reason for the withdrawal will be the same for all the tickets Page 35 Schoolwires Assist 1 2 Using Assist Printing Tickets To print selected tickets 1 Use the filter or pagination as required to locate the ticket or tickets you wish to print 2 Click in the checkbox to the left of the ticket or tickets you wish to print 3 Click on the Print Ticket s button A Print Ticket s window like the one shown in Figure 47 will display Status Priority In Queue Medium 10 Check software licenses Check all software license keys Requestor Craig Moriarity Building Email chloecraig comecast net Location Date Submitted 4 1 2009 3 59 38 PM Assigned Due Date 4 1 2009 3 59 38 PM Category Computers Figure 47 Print Ticket Note If you selected more than one ticket they will all display in the same window and print
41. icket From Either FaB eo Doro Gy caa toe epe e Eae 65 Cancelline a Ticket From Either Pab uii ret IR eu ta nA redierat 66 Pontos Pickets Fron Either T3D s2ui ctos anemia geo tiov uto d rue hee tun FRYS 66 Assignment Calendar Managers and Technicians cccccccsssseeseeeeeeeeeeaaeeeeseeeeeeeeeaas 67 Tickets Scen uit C ale ndo oa iere ei rende bet ee Mas bud omaia DU YUA 67 Filtering in the Assignment Calendar e eeeeeeeeeeeeeeeeeeeeeeeee eene 67 Frlternno an the AXssrenment Calendar ui i Ep GUI AR EE M E IM 68 DDR kn NU Y EN YW EC Ter NC ee ae doti a ere a EN onc ad Melde rere pi o eee 69 Reports Available by Assist User Ole opor ies a AU FO 69 Obtainine Repor au Rd yd Ddaw y 70 Page il Schoolwires Assist 1 2 Using Assist Introduction S choolwires Assist provides an efficient fully web based application for requesting tracking and fulfilling work requests from changing a light bulb to trouble shooting a computer problem Assist automates work flow to improve productivity and allow anyone involved in the process to easily monitor and track service online Audience and Objectives This chapter should be read by all Assist users It covers how to submit approve manage and complete tickets in Assist In this chapter you will learn to Submit and edit requests in the My Tickets window as a requestor Submit and edit requests in the My Tickets window as a manager or technician Sub
42. ickets task in the navigation pane of the My Workspace tab If the user profiles for a manager and a technician include permission to cancel and assign tickets the tasks that they can perform in the Service Tickets window will be the same The difference will be what tickets will display on the By Technician tab of that Tickets on the By Technician Tab of the Service Tickets Window Technicians will only see tickets assigned to them on the By Technician tab of the Service Tickets window Managers on the other hand will see all tickets assigned to themselves as well as to any technicians who have been assigned to them Let s look at the By Technician tab of Service Tickets for Manager Craig and Technicians Viv and Patrick Notice in Figure 68 that Craig can see the tickets assigned to both Viv and Patrick regardless of the building in which the work is located Ticket 15 is for work at the Elementary School North and Ticket 2 is for work at the High School Manager Craig is not assigned to either of these buildings as support staff What a manager can see on this tab will depend on how the technician and building assignments were configured in Settings in Assist Administration Building assignments are not a factor when tickets are assigned directly to a member of support staff when a requestor chooses a subcategory My Applications Help Assist My Workspace Welcome Craig My Account Sign Out Work Areas Service Tickets
43. igure 72 By Queue tab of the Service Tickets window for Technician Viv My Applications Help Welcome Patrick Sign Out Assist My Workspace Work Areas i Service Tickets r New Ticket a Find Ticket BAG By Queue T Filter Tickets a Print Ticket s A My Tickets Drag a column header and drop it here to group by that column H Check Moriarty Craig Middle software licenses Craig School East Computers PC Computers ubleshooting Lj Check Moriarity Craig Middle Computers PC software licenses Craig School East troubleshooting a Check Moriarity Craig Middle Computers PC software licenses Craig School East troubleshooting Moriarity Craig Middle _ Computers PC mU Wy un inmune a bd as d e School East troubleshooting Moriarity Craig Middle Computers PC Craig School East troubleshooting Lj Laptop wont Melia Craig Middle CAME even turn on Lindsey School East hides JU Cannot install Melia Craig Middle Computers PC software Lindsey School East troubleshooting Figure 73 By Queue tab of the Service Tickets window for Technician Patrick Page 56 Schoolwires Assist 2 Using Assist Comparing the By Technician and the By Queue Tabs Compare the buttons that are available on the By Technician tab Figure 68 and 69 to those that are available on the By Queue tab for Craig and Viv Figure 71 and Figure 72 Remember unlike Patrick Craig and Viv can cancel and
44. il will tell you one of the following three things e The ticket you entered has been assigned to a queue e The ticket you entered has been assigned to a technician e The ticket you entered requires approval To add attachments click on the Attachments tab You will add attachments in the same manner as a requestor See Submitting Requests Requestor Only Permission earlier in this chapter for more information To add comments click on the Comments button You will add comments 1n the same manner as a reguestor See Submitting Reguests Reguestor Only Permission earlier in this chapter for more information Adding a New Ticket for Another User Since reguests will come in from users who cannot access Assist managers and technicians must have the option of submitting reguests for other users To add a ticket for another user l Click on the New Ticket button at the top of the navigation pane A New Request window like the one shown in Figure 30 will display New Request I am creating a ticket for Myself O Another User Next Cancel Figure 30 New Request window manager or technician Page 23 Schoolwires Assist 1 2 Using Assist 2 Click in the radio button to the left of Another User The New Request window will refresh As you can see from Figure 31 a combo box will display All Assist users will display in this combo box Choose the user from the combo box 4 Click the Next button The ne
45. in to Assist the reguestor will see a Ticket Completion Survey like the one shown in Figure 49 If the work has not been completed satisfactorily the reguestor will click in the radio button to the left of No A comment field will display as shown in Figure 50 Page 3 Schoolwires Assist 1 2 Using Assist My Applications Help Assist My Workspace Welcome Lindsey My Account Work Areas Ticket Completion Survey E New Ticket A Find Ticket AES icke E PEPES Laptop for new hire Laptop for new hire Please confirm that ticket number 95 is complete O Yes the ticket is complete No the ticket is not complete Plasse antar n row Figure 50 Comment field in Ticket Completion Survey window To re open the ticket the requestor must enter a comment and click on the Submit button The technician will be notified that the ticket has been re opened It will display on the By Technician tab of Service Tickets with a status of Assigned Page 38 Schoolwires Assist 1 2 Using Assist Finding Tickets You can search for tickets by Ticket Number Building amp Location Ticket Type Category and Subcategory Status and Priority You will search the same way whether you are solely a requestor or also a member of the support staff Your results however will be different Results for Requestors If you are solely a requestor Assist will only search the tickets you entered You will be able to edi
46. indows Internet Explorer o http assistalpha schoolwires com wom ReportTicketSummary aspx Modify Criteria i4 4 ef ib bi l gt Find Next Selectaformat Export Filtered by Buildings Ticket Type Category Status Priority Date Range Print Comments Buildings Chamberlain Building Craig Elementary School North Craig Elementary School South Craig High School Craig Middle School East Craig Middle School West Duke Building Manor House Maynard Building Paulis Library Radford Park Williams Ticket Types Default Categones HVAC Status Awaiting Approval In Queue Assigned In Progress Pending Hold Awaiting Third party Withdrawn Denied Cancelled Closed Priority Low Medium High Critical Start Date End Date Craig High School HVAC Air conditioning 39 Furnace HVAC check In Queue Pre season check mm L Comments Figure 97 Report Results 4 If you wish to export the report a Choose a format for the export from the Select a format drop down list As you can see from Figure 98 you can export it as a Microsoft Excel file or an Adobe PDF Acrobat PDF file Export Select a format Excel v Acrobat PDF file Figure 98 Export file formats b Click on the Export link c Open or save the file as desired 5 You can also modify the criteria for your report by clicking on the Modify Criteria link at the top of the report The original Report Filter window will disp
47. ion on how to obtain reports and the reports that are available to managers Technicians Views We set up a high level technician whose user profile as you will see contains the same permissions as Manager Craig We have also set up a low level technician whose user profile has the same permissions as Requestor Lindsey You might set up technicians with a user profile having some but not all of the same permissions in the user profile as a manager With user profiles you have this flexibility A High Level Technician s View Perhaps a technician is the only member or the most qualified member of the support staff in a building in which there is no manager As a result you might want that technician to be able to assign and cancel tickets as well as to create recurring tickets The profile we assigned to Technician Viv the high level technician is shown in Figure 7 and contains those permissions Assist Assign Tickets Manager and Staff only Cancel Tickets Manager and Staff only Create Recurring Requests Manager and Staff only Manage assets Manage Queues Manage Settings and Staff Manage types categories and subcategories Submit Requests IS Ll EJ EJ E3 SI S ES Figure 7 User profile for high level technician on support staff As you can see in addition to being able to submit tickets just as any requestor can this user can e Assign tickets Page 8 Schoolwires Assist 2 Using Assist e
48. lay Page 73 Schoolwires Assist 2 Using Assist 6 To clear the criteria a Click on the Clear button to clear the old criteria b Select new criteria and run the report 7 You can drill down into some reports to get more information For instance look at the Total Tickets by Category Report shown in Figure 99 If you click on the Category name you will get a Ticket Summary Report for that category like the one shown 1n Figure 100 Notice that you can return to the parent report by clicking on the Back to Parent link at the top of the report Total Tickets By Category Windows Internet Explorer _ http assistalpha schoolwires comjwom JReportTotalTicketsByCategory aspx odify Criteria 4 Joa Ni Al Ne see a format Esport 11 16 2007 Filtered by Buildings Ticket Types Categories Status Date Range Chamberlain Building Craig Elementary School North Craig Elementary School South Craig High School Craig Middle School East Craig Middle School West Duke Building Manor House Maynard Building Paulis Library Radford Park Williams Default Electrical Technology Transportation ANewCategory Buses Category G Computers Craig Computers Craig Custodial Craig Electric Fleet Furniture Hardware High voltage HVAC Janitorial Software Awaiting Approval In Queue Assigned In Progress Pending Hold Awaiting Third party Withdrawn Denied Cancelled Closed Craig Elementary School North ae ee T LL IL
49. lumn O w Ticket No Subject Requestor Building Category Age C 28 a Need new laptop Melia Lindsey Craig Middle School East Computers 5hrs Figure 64 Filter in Approval Queue Page 49 Schoolwires Assist 1 2 Using Assist However as you can see from Figure 64 an approver can filter tickets by Building Type Category Approving Tickets Approvers will use the Approve Ticket s button to approve tickets in the Approval Queue To approve tickets l Click in the checkbox to the left of each ticket you wish to approve A Warning If you have multiple pages of tickets you can only select multiple tickets or use the Select All checkbox on a single page If you move to another page the tickets you selected on the first page will be deselected Click on the Approve Ticket s button A confirmation message like the one shown in Figure 65 will display Approve Ticket s x Are you sure you want to approve the N selected ticket s Approve Cancel Figure 65 Approve Ticket s confirmation message Click on the Approve button The Approval Queue window will return as the active window The ticket you approved will no longer display in the grid a If there are other approvers at a higher level e The ticket will display in their Approval Queue windows Notice in Figure 66 that the ticket Approver Chloe just approved now appears in Approver Syd s Approval Queue window Page 50 Schoolwires Assist 1 2
50. mit and edit recurring requests in the My Tickets window as a manager or technician Find tickets Approve and deny tickets in the Approval Queue window as an approver Edit tickets as a manager or technician in the Service Tickets window This includes o Changing the information o Changing the priority o Entering a due date o Assigning a ticket o Changing the status o Closing a ticket o Cancelling a ticket View the assignment calendar as a manager or technician Generate reports as a requestor manager approver or technician Before You Begin All Users If you have not already done so Schoolwires recommends that you read the Framework for Synergy amp Assist chapter Navigating in Synergy amp Assist It covers signing in and general navigation including hover menus click menus and grid functions Changing your user account information including your password is also covered in that chapter Page Schoolwires Assist 1 2 Using Assist Members of Support Staff In addition if you are assigned as a manager technician or approver we recommend that you read the Assist chapter Assist Relationships for Support Staff That chapter will help you understand the relationships that must be established for the efficient and effective operation of Assist Page 2 Schoolwires Assist 1 2 User Views of My Workspace Using Assist As you may have read in the Assist chapter Assist Relationships for Sup
51. mments Added By Date Added Internal There are no comments to display Finish Cancel Figure 62 Ticket Comments window in Approval Queue Page 48 Schoolwires Assist 2 Using Assist Viewing Ticket History Approvers will view history on a ticket in the same way requestors view history from the ticket click menu or while editing that ticket Click on the History button to view the ticket s history Using the Buttons in the Approval Queue Window As you can see from Figure 63 as an approver you have access to the following buttons in the Approval Queue window e Filter Tickets e Approve Tickets e Deny Tickets e Print Tickets Approval Queue Filter Tickets A Approve Ticket s x Deny Ticket s a Print Ticket s Drag a column header and d D BY T D TiketNo Subject Requestor Building Category Age O w 46 Need hard drive for student laptop Melia Lindsey Craig Middle SchoolEast Computers 4 days oO 4 i Need new printer Melia Lindsey Craig Middle SchoolEast Computers 4days Figure 63 Approval Queue window Filtering Tickets Approvers will filter tickets in the Approval Queue in the same way requestors filter tickets in the My Tickets window Approval Queue T Filter Tickets A Approve Ticket s X Deny Ticket s adj Print Ticket s Filter Tickets Building All Buildings Type All Ticket Types Category All Ticket Categories Drag a column header and drop it here to group by that co
52. mputer no admin rights Figure 18 Edit Ticket window General tab Page 16 Schoolwires Assist 1 2 Using Assist e The ticket you entered has been assigned to a queue e The ticket you entered has been assigned to a technician e The ticket you entered requires approval 13 To add an attachment click on the Attachments tab An Attachments tab like the one shown in Figure 19 will display My Tickets Edit Ticket 3 Comments D History adj Print Ticket General Building amp Location Tvpe amp Category Attachments Add Attachment x Delete Attachment s FileName Added By Date Added Internal There are no attachments to display Cancel Figure 19 Edit Ticket window Attachments tab a Click on the Add Attachment button A New Attachment window like the one shown in Figure 20 will display New Attachment O ox Select a file to upload Upload Cancel Figure 20 New Attachment window b Click on the Browse button A browsing window will open Browse your computer or network for the file you wish to attach d Select the file e Click on the Open button in the browsing window The New Attachment window will return as the active window The file path will be populated as shown in Figure 21 Select a file to upload C Documents and Settings kcraig My Doct _ Browse Figure 21 Populated New Attachment window Page I7 Schoolwires Assist 2 Using Assist f Click on the Upload button The file
53. n ticket closed Assigning a Ticket From Either Tab If you have permission to assign tickets you can assign a ticket by clicking on the Assign Ticket button when you are on either tab of the Service Tickets window and are editing a ticket However you can assign tickets from within the grid only on the By Queue tab To assign the ticket Access the desired tab of the Service Tickets window a If you are working on the By Queue tab you can either select a ticket or tickets from the grid by clicking in the checkbox to the left of each ticket you wish to assign or you can edit the ticket you wish to assign b If you are working on the By Technician tab you must edit the ticket you wish to assign 2 Click on the Assign Ticket button An Assign Ticket window like the one shown in Figure 86 will display Assign Ticket CI X Please select a technician Assign Cancel Figure 86 Assign Ticket window 3 Choose a technician from the combo box Page 65 Schoolwires Assist 1 2 Using Assist a If you are working on the By Technician tab of the Service Tickets window the list of available technicians will contain the names of all support staff managers and technicians who are assigned to the building on the ticket b If you are working on the By Queue tab of the Service Tickets window the list of available technicians will contain the names of all support staff managers and technicians who are assigned to the queue
54. o New Ticket EN Find Ticket A My Tickets il Drag a column header and drop it here to group by that column O e 4 Ticket No Subject Reguestor Building Technician Status Age Fr Assignment Calendar v3 Craig Fi be A 15 P E Melia Lindsey Elementary Craig viv Assigned 1 day 2 hrs Reports KROJA School North Need TT F 9 new Melia Lindsey dites mouse Melia Patrick Assigned 1 day 21 hrs Mac ut 2 Craig High Vua g a ar er Craig Kathe dod 3 Craig viv Assigned 2 days 23 hrs working Figure 68 By Technician tab of the Service Tickets window for Manager Craig Page 53 Schoolwires Assist 1 2 Using Assist As you can see from Figure 69 however Viv can only see the tickets assigned to her on the By Technician tab of the Service Tickets window In Figure 70 you see that Patrick can only see those assigned to him My Applications Help Welcome Viv Sign Out TM Assist My Workspace Work Areas Service Tickets P New Ticket EN Find Ticket By Technician By Queue Tp Fiter Tickets qf Close Tickets CanceiTicket s ag Print Tickets Drag a column header and drop it here to group by that column Pins Ae Merit Subject Requestor Building Technician Status Age Melia Craig Elementary me 1day5 Printer jam L 15 Ys ja Lind School North Craig Viv Assigned Mac computer not 3days2 L1 y 2 oe Craig Kathe Craig High School Craig Viv Assigned We Figure 69 By Technician t
55. olwires Assist 1 2 Using Assist To obtain a report 1 Click on the View button to the right of the desired report A Report Filter window like the one shown in Figure 94 will display Figure 94 shows the window for the Ticket Summary Report which is available to all members of support staff As you can see you can filter by e Buildings e Types amp Categories e Priorities e Status e Date Range Report Filter Windows Internet Explorer 9 http assistalpha schoolwires com wom ReportFilter aspx r ReportTicketSummary Ticket Summary Report Please select the criteria for your report If you do not select any criteria no data will be returned M Buildings CI Select All CI Chamberlain Building C Craig Middle School East Maynard Building CI Craig Elementary School North Craig Middle School West Paulis Library CI Craig Elementary School South C Duke Building C Radford Park C Craig High School CI Manor House O williams Types amp Categories Priorities Status Date Range Run Report Clear Cancel Figure 94 Ticket Summary Report Filter window 2 Choose your criteria by clicking in the checkboxes to the left of each criterion Notes e Expand each criterion class by clicking on gt e Close each criterion class by clicking on 1 e To get data you must select at least one criterion in each class except date range e Some criterion subclasses are populated when you select a criterion F
56. or instance in Figure 95 notice that there are no criteria under the Category subclass However when I choose a Type that subclass 1s populated as you can see in Figure 9 96 Page 7 Schoolwires Assist 1 2 Using Assist Report Filter Windows Internet Explorer _ http assistalpha schaolwires com wom ReportFilter aspx r Re Ticket Summary Report Please select the criteria for your report If you do not select any criteria no data will be returned v Types amp Categories Cl Select All C Default Technology Electrical Transportation Categories Select All Priorities gt Status gt Date Range Figure 95 Category subclass not populated Report Filter Windows Internet Explorer ___http fassistalpha schoolwires com wom ReportFilter aspx r ReportTicketSummary Ticket Summary Report Please select the criteria for your report If you do not select any criteria no data will be returned gt Buildings w Types amp Categories Select All v Default Technology Celectrical C Transportation Categories Select All LlANewCategory Furniture Category G Hardware Craig Computers HVAC Craig Custodial Janitorial Llcraig Electric Software Fleet gt Priprib gt Status gt Date Range Figure 96 Category subclass populated Page 72 Schoolwires Assist 2 Using Assist 3 Click on the Run Report button The report you ran will display See Figure 97 Ticket Summary W
57. ox on a single page If you move to another page the tickets you selected on the first page will be deselected Page 5l Schoolwires Assist 1 2 Using Assist 2 Click on the Deny Ticket s button A Deny Ticket window like the one shown in Figure 67 will display Deny Ticket Q 2 Please enter a reason why this ticket is being denied Cancel Figure 67 Deny Ticket window 3 Enter the reason you are denying the ticket You must enter at least 25 characters Note If you deny multiple tickets the same reason for denial will be entered for all the tickets 4 Click on the OK button The Approval Queue window will return as the active window The ticket you denied will no longer display in the grid The requestor will be notified that the ticket has been denied No other approvers or support staff will be notified since the ticket 1s no longer in process Note The requestor will be able to view the reason the ticket was denied in the ticket history If desired the requestor will need to create a new ticket to re submit the work request There 1s no way to re open a ticket that has been denied Printing Tickets Approvers will print tickets in the Approval Queue window in the same manner as requestors print tickets in the My Tickets window Page 5 Schoolwires Assist 1 2 Using Assist Service Tickets Window Managers and Technicians Only users who have been assigned as managers or technicians will see the Service T
58. port Staff users are assigned user profiles within Users amp Groups The permissions within their profiles specify the permissions they will have when they sign in to Assist and its related systems of Users amp Groups and Buildings amp Locations The permissions that are available for user profiles in Assist and its related systems are shown in Figure 1 You can create profiles with as many of these permissions as required to meet your organization s needs Jser Profiles Edit Profile General Permissions Users Save Assist Assign Tickets Manager and Staff only Cancel Tickets Manager and Staff onty Create Recurring Requests Manager and Staff only Manage assets Manage Queues Manage Settings and Staff Manage types categories and subcategories Submit Requests LDAP Manage LDAP settings Sign in using LDAP Synergy Allowed to view reports Email links to files Folder Owners only Manage file types Manage folder templates Manage settings and add Folder Owners Share owned folders Folder Owners only View shared folders System Management Manage Buildings and Locations User Management Allow User Emulation Manage groups Manage profiles Manage settings Manage users Cancel Figure 1 Permissions in user profiles SS PN Ss SS fe SS pe SS Sas O SS SS Ss Ss Page 3 Schoolwires Assist 1 2 Using Assist As you can see from Figure 1 the permissions specifi
59. s wm Approve Ticket s x Deny Ticket s Print Ticket s Drag a column header and drop it here to group by that column O Ticket No Subject Reguestor Building Category Figure 59 Ticket click menu in Approval Oueue window Page 46 Schoolwires Assist 1 2 Using Assist Using the Ticket Click Menu in the Approval Queue Window Accessing the Ticket Click Menu You will access the ticket click menu in the Approval Queue window in the same manner as you access it in the My Tickets window You will click on the ticket subject as shown in Figure 60 Editing a Ticket As an approver you can edit all the information on a ticket You can add attachments delete attachments and download attachments TIP You can also edit a ticket by double clicking on the ticket subject This will open an Edit Ticket window To edit a ticket from the ticket click menu l Click on the Edit button in the ticket click menu An Edit Ticket window like the one shown in Figure 60 will display Approval Queue Edit Ticket 3i Comments D History Print Ticket General Building amp Location Type amp Category Attachments Subject Need hard drive for student laptop Description P Spell Check Need a larger hard drive for a student laptop Save Cancel Figure 60 Edit Ticket window Change information on the General tab as required Change information on the Building amp Location tab as required Remember that changing the b
60. schoolwires USER GUIDE Unit 3 Assist Chapter 3 Using Assist Schoolwires Synergy amp Assist Version 1 2 Schoolwires Assist 1 2 Using Assist TABLE OF CONTENTS DAME OOo ees E 1 Audience and ODbpICCLL Y CS acid WG yD ow OD Fad do EOG Y aep aan 1 lee te a POI DESI AS SR dieta ien Mec HU ei EIC n a ara NON NF 1 AMUSE HF O AI IR RW HR RF Y EF WYNFF FFF FN HF YN RF RF 1 Members Of SUpport SIAL co see ceu ocio et iN set ua a Eg AD SAU ag fud UD pateat AO NO AO dwU 2 User Views Of MY WOrKspac a a En M ER eds 3 Seip TOF ENSE HIDE e E FFF NF RT MU Y FFYN TA 5 A Ieguestolis VIO acabe hn ta eee eh RU URN TRO E MEME eee ee 6 AM mma CT SOV CW a E 7 Technicians VIEWS m S 8 A Hich Level Technician 6 VW ie ER EU eae 8 A Low Level Technician s Vi Wy iisicsestixetiecd Ve pecu eed ene eue pee Ud CF Fd UN 10 Ad EXP TOV CE AMWYN FN ast 1 Mye CS IM AiG SR SR RHYN Y Maye Ree mine E NY EUER 13 Submitting Requests Requestor Only Permission cccccccccceeeceeeeeeseeeeeeeeeeeaeeeeees 13 Submitting Requests Managers and Technicians cc ceeecccecccccccceeeeseeeeeeeseeeeaeeeeees 20 Adding a New TICKet Or SOM ie rtr EU n na ROS muitis Such dU On thv dd 20 Adding a New Ticket for Another User ssseeenessssssseseresssssssscceressssssseceeesssssssees 23 oubmit ne 4 R cur ReqUeSE Gu ocio uio tote repa a tortie toe 24 Using the Ticket Click Menu in the My
61. sist 4j Assist Assign Tickets Manager and Staff only Cancel Tickets Manager and Staff only Create Recurring Requests Manager and Staff only Manage assets Manage Gueues Manage Settings and Staff Manage types categories and subcategories si Y fb DP PL DPI Submit Requests Figure 3 User profile assigned to requestor As shown in Figure 4 the only task available on the My Workspace tab to a user with permissions similar to Lindsey is access to My Tickets which will display only tickets submitted by or for Lindsey Notice that when Requestor Lindsey signs in the My Tickets window will display My Applications Hel i gaat me Welcome Lindsey Sign Out E TM Assist My Workspace Work Areas My Tickets t New Ticket O Find Ticket T Fitter Tickets MM inire Ticket s E Print Ticket s E My Tickets Ticket No Subject Date Requested Technician Status F s Laptop for 2 25 2008 4 54 31 new hire PM Craig Viv Assigned j Ceiling is 11 14 2007 4 32 37 leaking Unassigned Awaiting Approval 103 days 18 hrs Need hard drive for eg eee Unassigned Awaiting Approval 109 days 19 hrs student laptop Bj Need new 11 8 2007 3 10 02 printer Unassigned Awaiting Approval 108 days 19 hrs A Cannot install software 11 7 2007 8 56 30 AM Melia Patrick Assigned 111 days 2 hrs Figure 4 My Tickets workspace for a requestor See My Tickets later in this chap
62. st 1 2 New Request Ticket Type Category Ly Subcategory Ly Figure 14 New Request first window Using Assist GO X Next Cancel 2 Choose a ticket type from the Ticket Type combo box This will populate the Category combo box 3 Choose a category from the Category combo box This will populate the Subcategory combo box 4 Choose a subcategory from the Subcategory combo box Note Based on the subcategory you choose the ticket will be assigned to one of these three e Approval Queue Status column will show Awaiting Approval Technician column will show Unassigned e Standard Queue Status column will show In Queue Technician column will show Unassigned e Staff member Status column will show Assigned Technician column will show staff member s name 5 Click on the Next button A second New Request window like the one shown in Figure 15 will display Both fields are required Page 4 Schoolwires Assist 1 2 Using Assist New Request C2 X Subject Description Previous Mexk Cancel Figure 15 New Request second window 6 Enter a subject for the request Be as clear and concise as possible Enter a description for the request Provide more information about your request here 8 Click on the Next button A third New Request window like the one shown in Figure 16 will display The building and location that display by default are the ones associated with you in your user a
63. stall Microsoft Word Craig Kathe 11 7 2007 2 55 33 PM Finish Cancel Figure 41 Ticket Comments window 3 Click on the Delete button to the right of the comment you wish to delete A confirmation message like the one shown in Figure 42 will display Windows Internet Explorer 3 Do you wish to delete this comment Figure 42 Delete Comment confirmation message 4 Click on the OK button The Ticket Comments window will refresh The comment you deleted will not be in the window 5 Click on the Finish button The My Tickets window will return as the active window Note If you accessed the Ticket Comments window while editing a ticket the Edit Ticket window will return as the active window Page 32 Schoolwires Assist 1 2 Viewing Ticket History Using Assist You can view history for a ticket from the ticket click menu or while editing that ticket To view history click on the History button A Ticket History window like the one shown in Figure 43 will display As you can see you can only view the information in this window Ticket History Date DEIO 11 10 56 AM DEIO 11 10 55 4M gi2r2007 1 47 57 PM gizri2007 1 47 57 PM gi2ri2007 2 01 05 PM S27 2007 2 01 05 PM Ser 2007 3 22 15 PM 272007 3 22 43 PM Sa 2007 3 23 20 PM Ser 2007 3 23 54 PM Summary Ticket Created Ticket Assigned to Technician Ticket Edited Ticket Assigned to Technician Ticket Edited Ticket Assigned ta Technician
64. t those tickets as you normally can Results for Support Staff If you are a member of the support staff Assist will search all tickets However you will only be able to access those tickets with which you are associated as either a requestor or a support staff member Page 39 Schoolwires Assist 1 2 Using Assist Finding Tickets My Applications Hel aaa me Welcome Lindsey Sign Out TM Assist My Workspace oves eee My Tickets T Fitter Tickets HM nare Tickets E Print Ticket s Ticket No Subject Date Requested Technician Status F3 Laptop for 2 25 2008 4 54 31 new hire PM Craig Viv Assigned j Ceiling is 11 14 2007 4 32 37 lesk ng Unassigned Awaiting Approval 103 days 18 hrs E re 11 8 2007 3 24 42 drive for He anak Unassigned Awaiting Approval 109 days 19 hrs student laptop Need new 11 8 2007 3 10 02 PM printer Unassigned Awaiting Approval 109 days 19 hrs E iaa 11 7 2007 8 56 30 install AM AY Melia Patrick Assigned 111 days 2 hrs software Figure 51 My Tickets workspace for a requestor To search for tickets 1 Click on the Find Ticket button in the navigation pane A Find Ticket window like the one shown in Figure 52 will display Ticket No By Building amp Location By Type Category amp Subcategory By Status amp Priority Figure 52 Find Ticket window Ticket No 2 To search by ticket number a Enter a ticket number in the Ticket No
65. tachments you must edit the ticket either from the ticket click menu or by double clicking on the ticket subject To edit a ticket using the ticket click menu l Click on the ticket subject The click menu for that ticket will display Click on the Edit button An Edit Ticket window like the one shown in Figure 38 will display As you can see it opens on the General tab However as a requestor you cannot change the information on this tab Page 29 Schoolwires Assist 1 2 Using Assist My Tickets Edit Ticket i Comments History Print Ticket General Building amp Location Type amp Category Attachments Subject Description Spell Check Figure 38 Edit Ticket window General tab Click on the Attachments tab as shown in Figure 39 You add attachments in the same manner as you do when you add a new ticket See Submitting Reguests Reguestor Only Permission earlier in this chapter for more information My Tickets Edit Ticket Du B gt Comments e History sal Print Ticket General Building amp Location Type amp Category Attachments j Add Attachment X Delete Attachment s File Name Added By Date Added Internal Warning bmp Melia Lindsey 2 29 2008 4 09 06 PM Cancel Figure 39 Edit Ticket window Attachments tab a To download a file click on the Download button Save or open the file as desired b To delete an attachment 1 Click in the checkbox to the left of ea
66. ter for more information on submitting tickets See Reports later in this chapter for more information on how to obtain reports and the reports that are available to requestors Page 6 Schoolwires Assist 1 2 Using Assist A Manager s View The user profile we assigned to Manager Craig is shown in Figure 5 i4 Assist Assign Tickets Manager and Staff only Cancel Tickets Manager and Staff only Create Recurring Requests Manager and Staff onl Manage assets Manage Queues Manage Settings and Staff Manage types categories and subcategories Submit Requests Figure 5 User profile for manager on support staff As you can see in addition to being able to submit tickets just as any other requestor can this user can e Assign tickets e Cancel tickets e Create recurring requests User profiles of course give you the flexibility to set up a manager with as many of these permissions as suit your organization Note In order for a manager to be able to add recurring tickets that user s profile must contain both the permission to create recurring requests and the permission to submit requests A requestor who is not a manager or technician cannot submit recurring tickets Since Craig is a member of the support staff as well as a requestor when he signs in a By Technician tab of the Service Tickets window like the one shown in Figure 6 will display In addition to the permissions in his user profil
67. that are available to technicians An Approver s View The user profile we assigned to the approvers Chloe and Syd is shown in Figure 11 Assist Assign Tickets Manager and Staff only Cancel Tickets Manager and Staff only Create Recurring Requests Manager and Staff only Manage assets Manage Queues Manage Settings and Staff Manage types categories and subcategories Fs cs Mis Fi J Submit Requests Figure 11 User profile for approvers on support staff As you can see the only permission they obtain from this profile is being able to submit requests This is the same permission we assigned Requestor Lindsey and Technician Patrick when we applied user profiles to them Consequently the tasks these approvers can perform as members of the support staff in Assist are solely related to their roles as approvers Since they have no access to the Service Tickets window approvers cannot assign or cancel tickets or create recurring tickets As you can see unlike Requestor Lindsey Technician Patrick or Manager Craig when one of the approvers signs in to Assist an Approval Queue window like the one shown in Figure 12 will display Page I Schoolwires Assist 1 2 Using Assist My Applications Help Assist My Workspace ee anag My Account Sign Out Work Areas Approval Queue r A m T Fiter Tickets Approve Ticket s x Deny Ticket s Print Ticket s Draga column header and drop it here to gro
68. uilding on the ticket may move it to the Approval Queue window of approvers assigned to that queue in the other building The ticket may be removed from your Approval Queue window if you are not assigned to that building Change the ticket type category or subcategory on the Category tab as required Remember that changing the subcategory may change the queue or technician on that ticket As a result the ticket may be removed from your Approval Queue window Page 47 Schoolwires Assist 1 2 Using Assist 5 Add delete or download attachments on the Attachments tab You do this in the same manner as a requestor However as an approver you can make attachments viewable only to members of the support staff by marking them as internal attachments as shown in Figure 61 New Attachment Qo Select a file to upload C Documents and Settings kcraig My Doci _ Browse Internal Only Cancel Figure 61 New Attachment window in Service Tickets 6 Click on the Save button The Approval Queue window will return as the active window Adding Comments Approvers will add comments to tickets in the Approval Queue window in the same manner as requestors add comments in the My Tickets window from the ticket click menu or while editing a ticket However as you can see from Figure 62 approvers may add internal comments to tickets that cannot be viewed by requestors Ticket Comments e aun Comment C Internal Only Add Co
69. umber of tickets of the selected ticket types in each T Top Most Active Buildings building You must select at least one building Shows the number of tickets of the selected ticket types in each location T Top Most Active Locations in the selected buildings Y ou must select at least one building and ticket type Shows the number of tickets of the selected ticket types and categories a Top Most Active Reguestors for each reguestor in the selected buildings Y ou must select at least one building category and ticket type Shows the number of tickets of the selected ticket types and categories T Top Most Active Assets for each asset in each location in the selected buildings You must select at least one building ticket type and category Shows the asset name description and purchase date as well as the a Assets Report location and building for all assets that have been added to the Assist database Shows the asset name description purchase date and status of all assets within each location in the selected buildings Aj Total Tickets By Technician H Assets By Location k User Permissions Shows the role or roles assigned to each member of the support staff Shows the staff members and their assigned roles for each of the j Queue Membership selected queues You must select at least one queue T Subcategories By Category Shows the subcategories within each category Figure 93 Reports window of manager Page 70 Scho
70. up by that column A My Tickets O Ticket No Subject Requestor There are no tickets to display Figure 12 My Workspace tab for an approver on support staff From here the approvers can navigate to other tasks available to them specifically e My Tickets which will display only tickets submitted by or for the approver who is signed in e Reports which will give them access to the reports available to approvers Because of the user profiles assigned to them these approvers cannot assign tickets or cancel tickets or submit recurring requests See Approval Queue Approvers for more information about approving and denying tickets See Reports later in this chapter for more information on how to obtain reports and the reports that are available to approvers Page Schoolwires Assist 1 2 My Tickets Window Using Assist As mentioned earlier in this chapter most users of Assist will be able to submit tickets All users who have this permission within their user profiles will have the My Tickets and Reports tasks available to them in the navigation pane of the My Workspace tab of Assist If a user is also assigned as a member of the support staff other tasks will display in the navigation pane What those tasks are and which one will display when a staff member first signs in depends on the support staff role that user is assigned Whether a user is a member of the support staff or not the tickets that
71. vice Tickets window you can see that she has this permission The Assign Tickets button is also available to Viv on the By Queue tab See Service Tickets Managers and Technicians later in this chapter for more information on processing tickets including assigning and cancelling tickets Creating recurring tickets is covered in My Tickets See Reports later in this chapter for more information on how to obtain reports and the reports that are available to technicians Page 9 Schoolwires Assist 2 Using Assist A Low Level Technician s View The user profile we assigned to Technician Patrick the low level technician is shown in Figure 9 As you can see the only permission he obtains from this profile is being able to submit work requests This is the same permission we assigned Requestor Lindsey when we applied a user profile to her Consequently the tasks this low level technician can perform as a member of the support staff in Assist are solely related to his role as a technician iJ Assist Assign Tickets Manager and Staff only Cancel Tickets Manager and Staff only Create Recurring Requests Manager and Staff only Manage assets Manage Queues Manage Settings and Staff Manage types categories and subcategories mn pai 9 99 99 D 89 Submit Requests Figure 9 User profile for low level technician on support staff As you can see unlike Requestor Lindsey when Technician Patrick si
72. when editing from either tab e Priority when editing from either tab The choices are e Low blue flag in grid e Medium green flag in grid default for all new tickets e High yellow flag in grid e Critical red flag in grid e Status when editing from By Technician tab only The choices are e Assigned e In progress e Pending e Hold e Awaiting third party e Due Date when editing from either tab 3 Change information on the Building amp Location tab as required when editing from either tab Remember that the ticket was assigned to a queue changing the building on the ticket may move it to the Service Tickets windows for technicians and managers assigned to that queue in the other building The ticket may be removed from your Service Tickets window if you are not assigned to that building 4 Change the ticket type category or subcategory on the Category tab as required when editing from either tab Remember that changing the subcategory may change the queue or technician on that ticket As a result the ticket may be removed from your Service Tickets window Page 6l Schoolwires Assist 1 2 Using Assist 5 Add delete or download attachments on the Attachments tab You do this in the same manner as a requestor or approver As a technician or manager you can make attachments viewable only to members of the support staff by marking them as internal attachments as shown in Figure 79 New Attachment Q amsi
73. xt page of the New Request window will display 5 Enter the rest of the information for the ticket as you would for one for yourself Be certain the building and location are entered correctly for the user The new ticket will display in the My Tickets window for the user for whom the ticket was created The user for whom you entered the ticket will receive an email immediately concerning the ticket you just entered Support staff will receive emails as required Submitting a Recurring Request Managers and technicians whose user profiles include the permission to submit recurring requests can do so for themselves or for other users To submit a recurring request 1 Click on the New Ticket button at the top of the navigation pane A New Request window like the one shown in Figure 30 will display New Request CO 2 I am creating a ticket for Myself Another User Next Cancel Figure 31 New Request window manager or technician 2 Choose the user option you desire for the recurring request by clicking in the radio button to the left of that option 3 Once the next page of the New Request window as shown in Figure 32 displays enter a subject for the request required Be as clear and concise as possible Page 24 Schoolwires Assist 1 2 Using Assist New Request Oe x Tikket Type Category iy Subcategory iy Next Cancel Figure 32 New Reguest window 4 Choose a ticket type from the Ticket
74. you added will display in the grid on the Attachments tab as shown in Figure 22 My Tickets Edit Ticket Li Commens History sag Print Ticket General Building amp Location Tyne amp Category j Add Attachment X Delete Attachment s C FileName Added By Date Added Internal Warningbmp Melia Lindsey 2 29 2008 4 09 06PM Save Cancel Figure 22 Edit Ticket window Attachments tab 14 To add a comment a Click on the Comments button A Ticket Comments window like the one shown 1n Figure 23 will display Figure 23 Ticket Comments window b Enter the comment in the text box c Click on the Add button The comment will display in the bottom of the window as shown in Figure 24 Page l8 Schoolwires Assist 2 Using Assist d Click on the Finish button The Ticket Comments window will close i I am trying to install Microsoft Word Craig Kathe 11 7 2007 2 55 33 PM Figure 24 Ticket Comments window Note If you hover over a comment the full comment and information about the comment will display Page 19 Schoolwires Assist 1 2 Using Assist Submitting Requests Managers and Technicians Managers and technicians have the option of submitting requests for themselves in the same manner as any other requestor They may also submit requests for other users If their user profiles allow they may submit recurring requests as well Adding a New Ticket for Self To add a new ticket for yoursel

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