SCCD Service Desk User Guide

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COLUMBUS COMMUNICATIONS

Smart Cloud Control Desk

Formerly TSRM

Service Desk User Guide


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Smart Cloud Control Desk (SCCD) Service Desk User Guide

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Table of Contents

Logging into SCCD................................................................................................................................................................ 0Start Center ........................................... ............................................. ............................................. ...................................... 3

Quick Insert Portlet ................................................................................ ............................................. ............................... 4Favourite Applications Portlet ................................................................ ............................................. ............................... 5Report Lists Portlet ......................................................................... ............................................. ...................................... 6Bulletin Board Portlet ....................................... .............................................. ............................................ ........................ 7Inbox/Assignments .......................................... .............................................. ............................................ ........................ 8My Work Portlet ....................................... .............................................. ............................................ ................................ 9Updating your Start Center ........................................................................... .............................................. ..................... 11

Creating People/Contacts ................................................................................................................................................... 13

Creating Customers ............................................................................................................................................................ 18Creating a New Customer Record ...................................... ............................................. ............................................ 21Completing Customer record .................................................................... .............................................. ..................... 22

Service Request (SR) .......................................... .............................................. ............................................ ...................... 53Service Request Application Tabs ............................................................................... .............................................. ...... 54

Searching Service Request List Tabs ................................................................ ........................................... ............... 55Creating a New Service Request ............................................ ............................................. ............................................ 58

Updating SR Fields ...................................................................................................................................................... 59Automated Workflows ......................................... .............................................. ............................................ ...................... 94Sorting & Searching .......................................................................................................................................................... 133

Sort & Searching Applications ............................................. ............................................. .......................................... 135

Incidents ........................................ ............................................. ............................................. .......................................... 145Creating an Incident ......................................... .............................................. ............................................ .................... 145Updating an Incident ........................................ .............................................. ............................................ .................... 152

Working an Incident ................................................................................................................................................... 153Updating Priority ........................................... .............................................. ............................................ .................... 153Updating status of the incident ............................................ ............................................. .......................................... 156Resolving an Incident ........................................... ............................................. ............................................ ............. 159


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Mis-assigned Incidents ............................................ ............................................. ............................................ ............. 161Global Issues .................................................................................................................................................................... 173Adding & Viewing Attachments .......................................... ............................................. ............................................. ..... 180


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Logging into SCCD

URL:http://tsrm.columbuscommunications.com/maximo/

Enter URL provided in your browser. Enter user name provided

To

Enter password
http://tsrm.columbuscommunications.com/maximo/http://tsrm.columbuscommunications.com/maximo/http://tsrm.columbuscommunications.com/maximo/http://tsrm.columbuscommunications.com/maximo/


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Click on Sign In


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Start Center

Upon login you will be directed to the SCCD "Start Centre" / home page

You may also locate the start centre icon on your top tool bar.

Clicking on this icon will redirect you to your start centre or refresh the page.

Your start center is divided into PORTLETS1. Quick Insert 2. Favourites Application 3. Bulletin Board 4. Inbox/Assignments 5. My Work 6. My Group Work


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Quick Insert Port let

Quick Insert - shortcut to creating new record in any of the favourite applications


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Favouri te Appl icat ions Port let

Your favourite applications portlet:1. Service Requests - used for creating customer facing TSRM tickets both internal and external customers2. Incidents - used to track issues that require escalation3. Work Order Tracking - used in conjunction with automated workflows, workorders are created to manage work routed to other groups4. Activities and Tasks - subset of a workorder, workorders will have a series of tasks/job plans5. Problems - used for incidents that have been diagnosed or the root cause has been established


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Report Lists Port let

The report list portlet displays most frequently used KPI reports.


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Bullet in Board Port let

Your Bulletin Board reflects announcements from your system adminitratorsThese may include:1. Scheduled maintenance2. Global issues


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Inbox/Assignments

Assignments from tickets show up in your inbox/assignments portlet


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My Work Port let

Tickets that individuals are assigned to are reflected under the my work section


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My Group Work:

Tickets that the group you are a member of are assigned to are reflected under the my group work section


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Updating yo ur Start Center

You may use the update start center button highlighted below to update your start center.

This may be used for enhancements rolled out over time by system admins,

Click the update start center icon to refresh and update your start centre.


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Upon clicking the update start center button the system will ask you to confirm if you would like to update your start center.


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Creating People/Contacts

1. Select Go To -> Administration -> Resources -> People (SP)


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2. Click on "New Person" icon


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2. Update person record


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3. Save Record


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Creating Customers


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The Customer (SP) Application will open on your screen

Creating a New Customer RecordTo create a new customer record1. Click on new customer icon


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Completing Customer record2. Add customer short name


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3. Add customer business name as reflected on their registration documents


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4. Add customer website URL


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5. Customer Since is updated under two scenariosa. If this is a child to an existing parent record or relocation you have the option of updating customer start date.b. Once service has been RFS for new customers you can go back and update Customer Start Date Record which has to be a historic date.


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6. Select Language6.1 Click on magnifying glass


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7. Add customer billing currency7.1 Click on magnifying glass7.2 Select the currency


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8. Customer Charge Account is the billing account name


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9. Enter TRN Or Business Registration ID


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10. Update Customer Billing Address10.1 To select country click on magnifying glass and select country from list


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11. Change Status to Active11.1 Go To Select Action and click on drop down arrow11.2 Select Change Status


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12. Save Record


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13. Updating Business AddressIf the business address is the same as the billing address you have the option to cope billing address into the business address.To do this go to:13.1 Select Action

13.2 Click on "Copy to Business Address"


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13.3 Click on the Copy Billing Address to Business Address checkbox


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13.4 Click "OK"


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14. Click on Contacts


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15. Click on new Row


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16. Select contact from List16.1 Click on the two brown chevrons to the right of Contact


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16.2 Click on Select Value


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15.3 Search for related customer contacts15.4 Click on underlined name


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15.5 Select customer type by clicking on magnifying glass and selected underlined text

S Cl d C l D k (SCCD) S i D k U G id


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S t Cl d C t l D k (SCCD) S i D k U G id


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S t Cl d C t l D k (SCCD) S i D k U G id


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17. Attach supporting customer documents

Supporting documents include but are not limited to:1. Service Order Form (SOF)2. Contract3. Proposals and supporting network diagrams4. Company registration documents/ID

Smart Clo d Control Desk (SCCD) Ser ice Desk User G ide


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18. Click "Save"


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Service Request (SR)

Service Requests are used for customer facing issues or services

To Create a new service request:1. Click on "Service Requests" icon under Favourite Applications portlet or2. Click on "New Service Requests" icon under Quick Insert portlet.



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Service Request Ap pl icat ion Tabs

1. List Tab - used for searching ***when searching by date used format mm/dd/yy2. Service Request - shows details of a SR3. Related Records - associated workorders and incidents may be found here4. Solution Details5. Log - work and communication log6. Service Details



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Searching Service Request List Tabs



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Clearing Search Filters



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Creating a New Service Request

To create a new SR follow steps outlined below



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Updating SR Fields



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Only fill out the fields where the names are in blue on the service request form.

The fields with the * next to it are required for save



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( )

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Completing the Service Request

First field we enter is source of ticket, by clicking on the magnifying glass a pop up window



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Reported By Field You can click on two chevrons beside "Name" field to search for the person who reported the service request. eg. name of person who the phone call came from.

When you select the report by name phone and email once available will auto populate. Customer name/ID will also auto populate.



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Customer Name/ID field

- Customer name/ID will also autopopulate defaulting to the reported by name/ID.- By clicking on the two chevrons beside "name" field you will have the option to select a different customer name from the list of options available.



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The Summarygives an overview of the reason for the service request.



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Customer Summaryallows user to add supporting details of service request.



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Long Description

- Allows you to extend the customer summary box to see additional details.- Also allows you to conduct spell check, clear etc.



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Classifications

Within SCCD Classifications are used to categorize the reason for a SR or Incident which facilitates routing of tickets to the right group responsibleto work on it.

To select from classification menu click on the two brown chevrons to the right of the "Classification Path" field



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Select Classify from drop down menu



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System will generate a popup window reflecting classification paths defined.



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To select a classification click on the blue box beside the classification path you would like to select

N.B. Clicking on the text only highlights the classification it doesnot select it from the menu options



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System will update classification path field with the select classificationThe class description field is also updated with the extreme right class from the selected path



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Impact and urgency are required fields that with a default setting of 3.

Impact and urgency may be changed once its related to an Incident.

Internal Priority autogenerates from impact and urgency, this is a read only field.



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Selecting a Site

To select a site click on the magnifying class to the right of the site field



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By clicking on the magnifying glass the system will generate a pop up list of all sites

You have the option of searching by description1. Enter first 3 characters of site name followed by modulus eg Jam%2. Press Enter

N.B. Naming convention is that all sites start with CC



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Customer field

- By selecting a customer from the pop up list the customer/name id field may be updated with contacts for the newly selected customer

- To select a customer click on the two chevrons to the right of the customer field You have the option to search by name



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hen you select a customer the customer charge account will show up as well

hen you select a customer the asset site is automatically entered

The "Asset site" and "Site" field should always be the same



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Once you have completed filling in the required fields of the SR press "Save"



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Taking Ownership of a Service Request

The assigned group will see the SR in their My Group Work box on their start centre

A member of that group has the option to enter the SR and take ownership

You take ownership by clicking on the take ownership icon



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Once you take ownership the ticket owner section of the SR will populate with the user name of the person who has taken ownership of theSR



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Once someone takes ownership the SR will populate in their My Work list on their start centre and will be removed from the my group worklist. The Assigned Group will be removed from the SR.

Tickets are assigned to an individual or a group never both!!



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Changing Status of a SR

A status of queued means someone has taken ownership of the ticket



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Saving a SR

When you perform a save a message will pop up letting you know your record has been saved

To Save a SR click on the floppy disk icon on the top toolbar



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Automated Workflows



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Owners of a SR may use automated workflows

1. Click on the Automated workflow icon2. A pop up list of automated workflows will display3. Select the workflow you want to execute4. Select OK



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Upon execution of an automated workflow you will received a pop up message with instructions to proceed.

5. After reading message select "Close"


6 Cli k kfl i i


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6. Click workflow icon again

You will receive message that workflow stopped as job plan has been executed.



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Cli k l t d d t b


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7. Click on related records tab


8.

On the related records tabs you will see a new workorder created for this workflow


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On the related records tabs you will see a new workorder created for this workflow



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Viewing Workorder Details

1. To view workorder details click on the two chevrons to the right of the workorder number



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2. Click on Go to Workorder Application Flow/CC



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On the workorder application only update fields and tabs highlighted in blue



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Updating the workorder

1. Click on Plans tab

The Plans tab tracks all the tasks on the workflow, duration/SLA, owners and owner groups



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To navigate through the workorder tasks use the left and right green arrows The workorder has a status and each individual task have a status The default status is "Waiting on Approval" (WAPPR)/ Queued



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Each task has an owner or owner group who is responsible to update the task

Inorder for the owner to update or start working on their task the owner of task 1 will have to start the workorder



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Starting the Workorder

To start the workorder click on the change status icon



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To start workorder selected status is "In Progress"


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Click on "OK" once status has been selected



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Once the task status changes to In Progress the Workorder status also changes to In Progress. All other task remain as waiting on approval (WAPPR)/Queued this is because these task depend on completion of previous task. The owner of the SR may use the plans tab under the workorder application to monitor the progress of the request.


Updating the task details1 Cli k i d t il i t th l ft f th b


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1. Click on view details icon to the left of the sequence number.



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2. Scroll down to the work reference information3. Click on the two chevrons to the right of Reference WO #.



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4. Select Go To5. Select Activities and Tasks Flow or Activities and Tasks CC

This will take you to the activities and task application where you can update each individual task.


C l i A i i i


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Completing Activities

1. Make a note in the LogChange status to complete


Updating LogsS


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All applications in TSRM have a Log

There are two logs:1. Work Log - stores updates from individuals working on the ticket2. Communication Log - stores copy of automatic email notifications and responses



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1.Adding a Log Entry1.1. Click on New Row


1.2. Click on magnifying glass to the right of type field1 3 Select type from pop up menu by clicking on the text


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1.3. Select type from pop up menu by clicking on the text Update and Work are most frequently used.



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1.4. Update Summary and Details sections1.5. Click Save not Enter. If you click enter key it will create a blank row. The system does not allow you to delete log entries


Once a log is saved you are unable to modify the log as the notes become read only.


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In the event there is the need to change that log entry you will have to create a new log entry


Log entries are sequenced based on date and time created.


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The most recent log entry is always at the top of the list.



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2. Changing status to complete2.1 Click on Activities and Task tab


2.2 Click on change status icon


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2.3 Change status to complete


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2.4 Click OK


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Shortcut to changing status to complete


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g g p



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Click return icon to take you back to your workorder

hen you use return to go from one application to another without going back to the start centre it requires you to update the transactionalcopy of the application as the update has only been made in the database.


This is necessary because the ticket was open while changes were being made to the supporting applications such as the workorder.To update the transactional copy you can:


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1. Go back to your start centre OR2. Re-fetch the ticket

Refetching the Ticket1. Copy the workorder number



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3. Click on magnifying GlassThis will allow the system to refetch the ticket/update the workorder



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Once the status of task is updated to "complete" you will notice that the succeeding task has a change of status to "in progress"

Once all task are completed change status of workorder to completeOwner of the Service Request will then change status of the service request to Resolved.


Sorting & Searching On start center you can search or sort by any of the headers listed.


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Searching by Class (type of applications)

Service Requests (SR) - are green Work Orders - are blue Incidents - are red

y y y

If you click on header the system sorts in ascending order from A-Z.If you click on header a second time it sorts in descending orderIf you click on header a third time system clears the sort


Eg Type in SR under Class and press enter, will filter showing all SRs


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Searching by affected person

Enter affected person's name and press 'enter' key


Sort & Searching Applications


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Searching by Owner Group1. Click on two chevrons to the right of owner group field



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indow will pop up with owner group listing



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2. Type in person group name or description



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List will filter to matching groups to select from3. Select from list by clicking on the text4. Press OK



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Advanced Search1. Click on magnifying glass to the left of advanced search



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indow will pop up with additional search fields.



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You can select multiple applications to searchEg. Searching for all SRs and Workorders created on a particular date1. Enter reported date under reported date field2. Select Class



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3. Check the box for the applications to search

This will show all related SRs and workorders for the applications selected at the reported date entered.



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orkview also has advanced search optionTo view any of the available tickets you can click on the two chevrons to the right of the Record number and the ticket will open in theapplication determined by the Class eg Workorder vs SR.


Incidents

All customer impacting issues starts with a service requests


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The exceptions are:1. Incidents created by external systems such as networking monitoring applications2. Issues detected internally before customer impact is determined

Creat ing an Incident1. Create a SR (where applicable)N.B. You have the option to change the impact and urgency based on severity of the incident.

2. The owner of the SR should be the person who will manage the communication with the customer. This individual in some scenarios maynot be the person who is working on resolving the incident.If that individual is the person who created the SR, Take ownership of the SR byclicking on the take ownership icon.

3. Click on Select Action drop down arrow

All customer impacting issues starts with a service requestsThe exceptions are:1. Incidents created by external systems such as networking monitoring applications2. Issues detected internally before customer impact is determined


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Creating an Incident1. Create a SR (where applicable)N.B. You have the option to change the impact and urgency based on severity of the incident.

2. The owner of the SR should be the person who will manage the communication with the customer. This individual in some scenarios maynot be the person who is working on resolving the incident.If that individual is the person who created the SR, Take ownership of the SR byclicking on the take ownership icon.

3. Click on Select Action drop down arrow


3. Go to "Create"4. Click on "Incidents"


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You will received a pop up message stating that Incident was created and status changed to queue.



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To view the Incident details1. On the SR application select the Related Records tab



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2. Click on the two chevrons to the right of the incident number



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All required information is automatically copied over from the SR


Updating an Incident

The owner group of the Incident will get a notification that an incident has been assigned to them.Th i id t ill l b fl t d d th M G W k ti f th i t t t


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The incident will also be reflected under the My Group Work section of their start center

In scenarios where there is an Incident and a Service Request make all updates to the Incident not the Service Request.


Working an Incident1. Select Incident from My Group Work section by clicking on the incident#2. Take ownership


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a e o e s p

Updating Priority1. Click on magnifying glass to the right of the reported priority field2. Take ownership of the incident



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A status of queued means that the no one has taken ownership of the incident.



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Updating status of the incident1. Click on change status icon2. Click on drop down arrow to the right of the New Status field



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3. Change status to "in progress"4. Click on OK



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You can also update the status by clicking "Incident in progress" icon

In progress means ticket has been acknowledged



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Resolving an Incident

1.Update solutions detail tab2. Change status to resolve



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Once you change the status to resolve the SR status will also change to resolve

After 5 days (120hrs) the incident will be automatically closed.


Mis-assigned Incidents


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In situations where incidents have been assigned to the incorrect group/person you have the option of:

1. Changing classification if the incorrect assignment is based on incorrect classification and you know the right classification OR2. Change classification to "wrong classification" path



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3. If this is the right classification however incorrect owner group3.1. If you know the correct group to assign it to you can

3.1.1. Make a note in the log3.1.1.1. Click on log tab3.1.1.2. Click on new row


3.1.1.3. Make a note in the log that it has been assigned to the wrong group.


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3.1.1.4. Click Save



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3.1.2. Second option is to change owner3.1.2.1 Click on select owner



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Pop up window defaults to person group tab.3.1.2.2. Delete text from person group field3.1.2.3. Click refresh



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This removes filter and shows all persons in TSRM.Names may be duplicated for individuals in multiple groupsYou are also able to see number of tickets each person has open



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3.1.2.4. Assign incident to either a person group or an individual



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Ticket has been assigned to a different group.3.1.2.5. Update log



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3.2. If you do not know the correct group to assign it to you can3.2.1. Assign to previous owner

3.2.1.1 Go Select Action



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3.2.1.1 Click on view history



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Pop up window will depict status and ownership history of the ticket



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3.2.1.2 Click on select owner icon3.2.1.3 Clear filter3.2.1.4 Click refresh3.2.1.4 Assign to last owner based on history


Global Issues

A Global issues refers to an issues which impacts multiple customersEach customer impacted should have a related SR and a related Incident


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Each incident should be related to a Global IncidentWith a global issue once you resolve the global incident the system automatically resolves the related incidents and SRs.

Creating a Global IssuesOnce a global issue is detected


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Once a global issue is detected1. Open the first incident created2. Click on the checkbox to the right of the "is global issues?" field on the incident application for the related incident

A global incident is now created.



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Once a global incident is created the bulletin board portlet on your start centre will be updated with details og the global issue.

To relate tickets

3. Go to Select Action4. Click on "Similar Tickets"



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5. Click check box for tickets to rela



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6. Click relate records



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To relate incidents/tickets to a global issue on the new incident record:1. Click on two chevrons to the right of "related Global ID" field2. Click on Select Value3. Select Global issue from pop up list (you can search by name and select based on bulletin or ticket number.

N.B. To relate incidents to a global issue do not check the box to the right of "is global issue" by doing that you will create anotherglobal issue incident.



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Shortcut to navigating through applications

You can go from one application to another without going back to your start centre by using the breadcrumb trail at the bottom of theapplication

At the top right hand corner click return to go to previous application.


Adding & Viewing Attachments

All applications have the option to attach files or webpages1 Click on paper clip to the right of the attachment field


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1. Click on paper clip to the right of the attachment field



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2. Select "Add new attachment"3. Select "Add new file" to add a file



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4. Click on browse



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5. Select file that you would like to attach



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6. Add document name and description



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7. Press Ok



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You will notice that the text attachment is now underlinedThe icon also changes to a paper and a paper clipThis indicates that this record has attachments



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To view attachment1. Click on attachment

indow pops up with list of attachments3. Click on highlighted link below document to view attachment



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Attaching a web page1. Click on attachement icon



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2. Click on "add new attachment"3. Click on "add new web page"



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Documents

SCCD Service Desk User Guide