UWA Service Desk

1. The Service Desk self service portal allows you (staff or student) to not only monitor the progress of any Incident or request you have reported, but also to indicate whether an Incident has been resolved to your satisfaction or not. To facilitate resolution the Service Desk system will email you when a support staff member believes the Incident has been resolved; upon receiving the email notification you would then click on the link within the email to to be shown that Incident through the Service Desk self service portal. You are then able to read the solution and then indicate that the Incident is resolved to your satisfaction; alternatively you can indicate that the Incident has not yet been resolved and requires further work by the Service Desk support staff. Once you indicate an Incident to be resolved the system will automatically close that Incident and you will then receive an additional email to confirm closure of that Incident. UWA Service Desk Date: 22 October 2010

2. Service Desk(Self Service Portal: Incident Closure) Video Tutorial: Refer to the short video located on http://www.its.uwa.edu.au/it_service_desk/overview. Scenario: You have received notification, via email, that your request has now been resolved and you wish to view that Incident to check the resolution through the Service Desk self service portal ( http://www.itservicedesk.uwa.edu.au/ ). The email notification you receive will contain five sections and we recommend you read the whole email but in particular you should pay attention to the second (2) and third (3) sections so that you can not only view the Incident through the self service portal but also read the solution to the Incident you lodged with the Service Desk: 1. A short description of what the incident related to. 2. What the solution to your incident was. 3. What actions you need to take and what will happen if no action is taken. 4. Previous discussions between yourself and the IT Support Staff. Link to Incident in Service Desk self service portal. 5. Links to the actualService Desk and tutorials on using the Service Desk.

3. Service Desk(Self Service Portal: Incident Closure) • Procedure: • EITHER • Ignore the email notification to respond and the Incident will automatically close after three (3) days. • OR • Click on the word LINK within the email you received. • The Incident will then open up in a new browser window. If prompted you will need to enter your UWA Person ID and Pheme Password. • OR • Navigate to the Service Desk system; enter your UWA Person ID and Pheme Password before clicking the LOGIN button and then select the relevant Incident from the My Incidents list. • You will then be presented with the details of that Incident. • 2. Review the Solution and then indicate whether the Incident has been resolved to your satisfaction by choosing either Yes or Noto the Accept resolution. Incident state Resolution Indicates how your Incident was resolved. Accept resolution Allows you to accept or reject that the Incident has been resolved.

4. Service Desk(Self Service Portal: Incident Closure) • If you believe the Incident has now been resolved to your satisfaction then select Yesfrom the Accept resolution drop-down list. • When you click Update the Incident will then be closed automatically. • OR • 3. If you believe the Incident has not been resolved to your satisfaction then select Nofrom the Accept resolution drop-down list and then proceed to enter details, in Customer comments, as to why you believe the Incident has not yet been resolved. • Click Update. • You will then be presented with your My Incidents view again. If the Incident has been closed then it will no longer be visible in you’re My Incidents view – if you stated No to the resolution it will be visible but with the Incident state back to Active.; the analyst who originally resolved your Incident will then be informed that you have indicated the Incident has not yet been resolved to your satisfaction. Accept resolution Select No from the drop down list. Customer comments Enter appropriate comments as to why the Incident has not been resolved.

5. Service Desk(Self Service Portal: Incident Closure) • When the Incident is closed, either by yourself (having indicated Yes to the resolution) or automatically, you will then receive a final email notification informing you of the closure. • IMPORTANT: Once an Incident has been closed it cannot be re-opened even if the problem or request hasn’t actually been resolved; in this instance you will need to have a new Incident raised and the Service Desk staff will link the new Incident to the old Incident (for reference purposes). • Possible outcomes: • The following will occur dependent on the action you take, having received the resolved email notification, with the Incident: • Accept resolution set to None: no response to resolution email notification – so in 3 days the Incident will automatically close. • Accept resolution set to Yes: you accepted the solution, via the self service portal, and so the Incident will be closed. • Accept resolution set to No: you did not accept the solution, via self service, and believe the Incident to still be unresolved so Incident state set back to Active with your Customer comments; and the analyst will be informed of your decision. • You replied to the email, rather than going through the Service Desk self service portal, and so your reply will be attached to the Incident BUT the Accept resolution remains set to None. • If you replied to the resolved email notification, rather than using the Service Desk self service portal, the time taken to respond may increase because the support staff member will need determine (from your email response) whether the resolution was accepted or not – so when possible WE RECOMMEND you always use the Service Desk self service portal!