UWA Service Desk

1. The Service Desk offer’s you the ability to submit and track an incident or request (for service) via the self service portal. Not only will you be able to easily submit a new Service Desk Incident but you will also be able to track and be kept informed about the status of any existing Incidents; as well as being kept up-to-date with statuses of services generally – such as email temporarily unavailable! In terms of how you will use the self service aspect of the Service Desk think of an incident or request (for service) as a singular event in your ‘work life’ that causes an unnecessary interruption. This event then requires you to contact the Service Desk and submit an Incident to have this event resolved (to your satisfaction); once you have entered all the relevant details into the Incident (via the self service portal) it can then be categorised and prioritised (by support staff) and assigned to the appropriate support group to ensure it is dealt with in a timely and appropriate manner. Terminology: An incident is when something that normally works is no longer working; or appears to be working but causing you a specific problem – such as the inability to login or print when yesterday you had no such problem! A request (for service) is when everything is working fine but you just need to be able to do something that you previously haven’t needed to do – such as login to a new system for the first time or print to a printer you have never need to use before! An Incident is the actual record that has been created in the Service Desk as a result of you reporting the event. UWA Service Desk Date: 22 October 2010

2. Self Service Portal (Tutorial: Table of Contents) Page 1: UWA Service Desk Provides a brief introduction to the aim of the UWA Service Desk system and the self service portal. Page 2: Table of Contents Provides a brief overview of the contents of this tutorial. Page 3: Login Provides you with information about logging into the Service Desk self service portal. Page 4: Login and your Home Page Provides you with details of what you can expect to see on, and how to navigate within, your self service portal home page. Page 7: Search Knowledge Articles Provides you with details on how to search the Knowledge articles that may discuss the particular event you may be encountering. Page 9: New Incident (where you are the affected user) Provides you with details on how to submit a new Incident into the Service Desk. Page 10: New Incident (where you are not the affected user) Provides you with the details on how to submit a new Incident into the Service Desk on behalf of someone else. Page 11: New Incident Short Description Provides you with details on submitting a brief description of the event; to aid support staff in providing a resolution in a timely and appropriate manner. Page 12: New Incident Customer Comments Provides you with details on submitting a more detailed description of the event; to aid support staff in providing a resolution in a timely and appropriate manner. Page 13: Update an existing Incident Provides you with details on how to update an Incident with attachments and/or additional comments. Page 14: Sample Correspondence Provides you with some sample email notifications that you can expect to receive from the Service Desk.

3. Self Service Portal (User: Login) Video Tutorial: A brief video tutorial (in QuickTime format) has been made available that will guide you through some of the steps detailed in this presentation. To view the video tutorial refer to the following website http://www.its.uwa.edu.au/it_service_desk/overview. Scenario: You wish to login to the self service portal ( http://www.itservicedesk.uwa.edu.au/ ) to check if the event you are encountering is currently known-about; or submit a new Incident to report the occurrence of this event. TIP: Should your Single Sign On (SSO) session keep ending, you should set the Refresh (on your home page) to 15 minutes and then minimise the webpage displaying your homepage. This will keep your SSO session active while away from your computer! Refer to page 5 of this tutorial for more details.

4. Self Service Portal (User: Login and your Home Page) Procedure: Enter your UWA Person ID and Pheme password before clicking the LOGIN button. Once logged in you will be presented with your Service Desk home page which is predominantly comprised of three ‘sections’. The upper section allows access to functionality common; available in all views within the self service portal: Toggle navigator Home Pages Switch Perspective Decrease/Increase Font Refresh Navigator Collapse/Expand All Apps Printer-friendly Page wiki.Service-now.com

5. Self Service Portal (User: Home Page) The left hand section provides you with easy navigation between available modules within the self service portal: TIP: If you make regular use of the self service portal and/or believe you may be interrupted a lot while typing comments into the self service portal then ENSURE you set the Refresh rate to 15 minutes; then minimise that browser window or open a new browser window to continue using the self service portal during your working day. By having one of your browser windows or tabs left active on the self service portal home page you will ensure your connection, to the self service portal, is maintained. This will ensure that, as an example, should you be in the middle of typing a long response on an Incident and you are interrupted for more that 30 minutes (the SSO inactivity timeout limit) you will be able to successfully resume typing, upon your return, and will not lose anything you have typed so far when read to click the Submit or Update button. Application TIP: Should your Single Sign On (SSO) session keep ending, you should set the Refresh (on your home page) to 15 minutes and then minimise the webpage displaying your homepage. This will keep your SSO session active while away from your computer! Modules News Provides news feeds on items of interest re: network availability; down-time; general interest etc.

6. Self Service Portal (User: Home Page) The right hand side provides you with specific details for the selected module: By default when logging into the self service portal you will be presented with your home page which displays all Incidents lodged by you, or on-behalf of you, into the Service Desk. Display’s all incidents and requests, as a pie-chart. Display’s all incidents and requests, sorted by Incident state. • Incident state definition: • New– you have submitted an Incident (via the self service portal, email or via telephone) or once has been submitted on your behalf; but it has not yet been attended to by support staff • Active– your Incident is currently being looked at by support staff • Awaiting User Info– the support staff have requested more information from yourself and they are awaiting your reply • Awaiting Third Party (not shown above) – the support staff have requested more information from another party and they are awaiting their reply • Replied– you have replied but the support staff have not yet reviewed your response • Resolved– the support staff believe your Incident has now been been resolved and they are awaiting your confirmation • Closed– you have indicated that your Incident has now been resolved (through the self service portal) to your satisfaction; or there has been no response from you for 3 days and so the Service Desk automatically closed your Incident

7. Self Service Portal (User: Search Knowledge Articles) Check the current News feeds being displayed on your home page to see if your event is being caused by a known issue (such as the email services currently not working) – if suitable click the appropriate news article to obtain more detail about that issue. 3. If the event is not resolved, having read the News article, then click on the Knowledge link (located beneath theself service application). You will then be presented with a list of available Knowledge articles; arranged by common category. 4. Navigate to the relevant category of interest that you believe closely meets your needs and then click on an appropriate description. 5. On first inspection if there doesn’t appear to be an article that meets your needs enter appropriate keywords in the search Knowledge field, before clicking Search. You will then be presented with a list of articles that match your search criteria. Search Knowledge Knowledge base articles grouped by common themes (such as News, FAQ, Google Apps etc) Search

8. Self Service Portal (User: Search Knowledge Articles) 6. Click the subject of any article being displayed, as a result of the search, to be presented with the details of that article. Short description Detailed description Information related to the actual article within the Service Desk.

9. Self Service Portal (User: New Incident) • 7. If you are unable to find a suitable Knowledge article then click the Create new (located beneath theself service application). • You will then be presented with a new Incident form; showing the Incident Number, Incident state, time Opened, Caller and Affected user already completed. • By default the Incident will show you as the Caller and also as the Affected user; however if you wish to lodge the event on behalf of another user (thereby ensuring any correspondence will be sent to them as well) you can: • EITHER • 8. Manually enter their full name (First Name then Last Name) and select from the list displayed, to nominate them as the Affected user. • As you type the system will start displaying matching entries in the format FirstnameLastname then Email Address; using this information you can then identify the correct individual just in case there is more than one person with that name. Caller Display details Affected user

10. Self Service Portal (User: New Incident) • OR • 8. Click the Lookup using list icon and enter appropriate search criteria; then select the correct individual from the search results displayed. • The initial list of individuals displayed shows all known UWA users (staff, student and visitors). • Having selected the correct individual from the list, they will automatically be nominated as the Affected user. • Note that only the you (the Caller) will be able to view the Incident through the self service portal, the Affected user will NOT be able to do this, but will be included in ALL correspondence and notifications sent by the support staff. Lookup using list Search within list

11. Self Service Portal (User: New Incident) • IMPORTANT: Please ensure you enter a meaningful Short description; this will ensure your request can be dealt with in a timely and appropriate manner without the support staff having to contact you for further information! • 9. Enter a Short description. • As you type the system will attempt to match what you type against known ‘short descriptions’. • The information entered here, for the event, should reflect two things: • firstly: the actual incident or request; and • secondly: the related service or application • Examples would be: • “Unable to login to my cyllene account” • “Unable to print to device ######” • “Need to install Acrobat Pro v9” • Using the “Need to install Acrobat Pro v9” example, an alternate Short description would be “Software request : Adobe Acrobat Pro v9 for Windows XP Pro”. • Using the “Unable to print to device ######”example (or even “Unable to print from computer ######”); this is where it becomes important that you make mention of the actual device identities, such as your computer ID (you are printing from) as well as the printer ID (you are printing to). Suggestions Clicking the Suggestions icon will them prompt you with some common Short description. Short description Search Knowledge the event Clicking the Search Knowledge icon will then use the Short description entered and attempt to find a match in the Knowledge articles (discussed earlier in this tutorial). the related service the actual incident or request

12. Self Service Portal (User: New Incident) IMPORTANT: Please ensure you enter a meaningful Customer comments; this will ensure your request can be dealt with in a timely and appropriate manner without the support staff having to contact you for further information! 10. Enter a more detailed description of the event in Customer comments. You should ensure that a thorough description of the event is entered here, including any relevant information that you believe may aid in the resolution of this event. 11. Once you have entered all the relevant information click Submit. An email notification will be sent to you confirming that this new Incident has been submitted. You will then be returned to the display showing this new Incident as well as other current Incidents. Note that if you created an new Incident on behalf of another individual (the Affected user) then they will also receive an email notification, confirming the creation of this new Incident. Your Incident will then be queued for review by the appropriate support group; and once support staff start working on the Incident they will correspond with you to get the event resolved, to your satisfaction. You can, at any time, check the progress of your Incident via the self service portal but a copy of any correspondence entered by support staff will also be sent to you via email. Search Knowledge Clicking the Search Knowledge icon will then use the Customer comments entered and attempt to find a match in the Knowledge articles (discussed earlier in this tutorial). Fewer lines Check spelling Customer comments More lines

13. Self Service Portal (User: Update an existing Incident) 1. If not already displayed click the My Incidents (located underneath the IT self service application) and choose the relevant Incident from the list displayed that you wish to review or update. Add an attachment to the Incident: Click the Attachment icon. The Attachments pop-up window will then be displayed. 3. Dependent on your browser, click the Choose File or Browse button and locate the file you wish to attach. 4. Dependent on your browser, then click the Choose or Open button before clicking Attach. The attachment will then be uploaded; upon completion the attachment will automatically appear on the Incident. 5. Repeat for any additional files and then close the pop-up window once completed. You will then be returned to the Incident to which you have attached the file(s) and any attachments will be shown at the top of the Incident itself. Enter additional comments to the Incident: 6. Enter appropriate Customer comments (that perhaps provide additional information or are in response to comments from support staff) and upon completion click the Update button. The support staff will then review the attachment and/or your additional comments and will correspond with you, as appropriate via the Incident, to get the event resolved. You can, at any time, check the progress of your Incident via the self service portal but a copy of any correspondence entered by support staff will also be sent to you via email. Attachment

14. Sample Correspondence (User: Email Notifications) Confirmation Email Notification: Sent to you (the Caller) confirming that a new Incident has been submitted. Update Email Notification: Sent to you (the Caller) confirming that the Incident has been resolved.