Cherwell - Training - Ticket Intake Procedure

Training on how to compose ticket descriptions, task titles and journal entries. Also training on time logging.

Summary

The following training shows the level of detail and specificity that is needed to properly document a ticket so that it can be worked on efficiently within our department.  The need to be able to have multiple people reference a ticket requires that all pertinent information be listed for all tickets.

There needs to be detailed descriptions of both what the user has done/is experiencing as well as all interactions SAITS staff have had with the issue.  A ticket should be a story that anybody can read and understand; a narrative episode in the larger body of all tickets that shows just how much work we put into helping our supported staff.  Through all of the following sections the most important takeaway is that we need to BE SPECIFIC when writing anything up.  Look closely at the examples given to see what BEING SPECIFIC means. 

Ticket Creation Procedure

When creating a ticket, the following steps must be completed.

  1. Click the 'One Steps > SAITS Support Services Quick Open' and enter the client's ePanther ID
  2. Enter a Description, Call Source, and Location
  3. Classify the ticket
  4. Create a First Contact Journal
  5. Create an appropriate task
  6. Define ticket and task status
  7. Tag the Ticket

0: Phone Handling

If the ticket is being created because of a phone call, please read Document 45281 is unavailable at this time. for basic etiquette and procedure.

1: Creating the Ticket

Skip to "Enter a Call Source in the Call Source dropdown menu" if the ticket is already created.

When you get a call and while you are on the phone with the client, you should create a ticket so you can log any information in it.

  1. At the top toolbar of Cherwell, click the "One Steps" folder, hover over "SAITS Support Services," and click SAITS Support Services Quick Open.
  2. Enter the ePanther ID of the client who is having the issue or requesting service.

See Document 52588 is unavailable at this time. for a more detailed explanation.

2: Enter a description, call source, and location

Enter a Description of the ticket in the "Description" textbox

We don’t always have control over ticket descriptions as they very often come in directly from staff through e-mail or web forms.  But when we do create a new ticket (from a phone call or in-person interaction) it will improve the efficiency in which we can resolve the ticket if as much information as possible is included.

Below are examples of poorly composed ticket descriptions followed by examples that include the level of detail we want to see.
  • Example 1: When certain people log into the computer it displays an error message after login.  It also displays an error message when they try to launch applications.
     
  • Example 2: The user has problems creating a mail merge.  There is an error when they try to make the mail merge document.
     
  • Example 3: Student cannot access department files on the network share.  They also do not see the printers they need. 
What do you think is wrong with the examples above?  What sort of information is missing that would better describe the issue to someone who did not directly deal with it first hand?  Below are more detailed examples that really tell a story about what the user was experiencing.
  • Example 1: When student staff log into the computer (sa-iamacmptr) it displays the error “Trial period has ended. To continue using this software go to About > Update License.”  Full time staff and SAITS IT who log in do not get this message.  Student staff also receive the error when launching all Adobe software installed on the computer (InDesign, Photoshop, Illustrator).  None of the Adobe software shows up as being installed through Software Manager.
     
  • Example 2: The user is trying to create a mail merge in Word using a local Access database.  The database already exists and has data in it.  Both files are being created in the same folder on the local machine.  When using the wizard in Word for creating a mail merge they receive the error “Connection Failed. No fields available.  View or table may be corrupt or object names have changed.”  The error pops up after selecting the tables to include in the merge.  Computer name is: des-h8trgnah8.
     
  • Example 3: Student works in Admissions and is not able to see the folder “Not for Students” in the Admissions share drive.  They see all other folders.  Their supervisor is Don Rickles but he was not available to verify the student should be granted this access.  The student also does not see printer vog120a_PS or vog250c_PS when they log in.  They can map the printer manually but when they log out and back in both printers disappear again.  The computer they normally sit at is sa-whymypie though it happens on any computer they log into.
When comparing the two sets of examples you can see the obvious differences.  The detailed examples listed specific people, computer objects, software and error messages involved in the issue.  Observances regarding the circumstances around each issue are also spelled out such as how the problem is reproduced, who it is and isn’t affecting and aspects of the problem that are either pertinent to the issue or outside of the expected norms.  These are the sort of details necessary for any ticket that we create in Cherwell.

Enter a Call Source in the Call Source dropdown menu

Put by what means the call came in. This may be automatically generated but please check this.

Enter a Location in the Location dropdown menu

Enter the location of the ticket. If there is no specific location this is occurring, put the location of the client's office. If this is unclear, use "On Campus" as a placeholder but detail what you know in the journals.

3: Classify the Ticket

Classification

On this step, you are choosing what categories apply to the ticket. Type some keywords into the box to the right of the 'Step 2: Classify' header text to search for categories.

Don't worry too much about choosing the exact service or category -- These classifications are a rough estimate.

Some classifications may populate additional fields in the Step 3 area. Fill these in to the best of your knowledge, and pay special attention to filling in fields such as "Software Name," "Software Version," and "Computer Name."

Priority

This step determines the priority of the incident. Much like classification, do not worry about choosing an exact number, but choose higher numbers for lower priority issues and lower numbers for higher priority issues.

4: Create First Contact Journal

5: Create appropriate task

Is the ticket staying with the HD?

If the ticket is staying with the Help Desk, make sure the task has the following information
  • Owned by Team: SAITS Support Services
  • Owned by: You, or someone else that agrees to take responsibility for this ticket
  • Description: A basic explanation of what needs to be done.

Is the ticket being escalated to another department?

If you determine the ticket must go to another department, see Cherwell - Training - Escalation Procedure .

6: Define Ticket and Task Status

Below the "Best Time to Contact" and contact information on the left side of the ticket view, there should be a link that says "Status:". Choose one that is appropriate.

  • In Progress: Being worked on, or can be worked on.
  • New: Completely new and has not been worked on yet.
  • Pending: Waiting for a client or a date, whether it be an email from a client, a day a client gets back, or for a date that the client wants you to perform the ticket's task.
  • Reopened: The ticket was closed, but was reopened because the incident was not solved.
  • Resolved: The ticket or service request is completed.

7: Tagging Tickets



 

See Also:




Keywords:Cherwell, Introduction, HD, Onboarding, Tickets, Incidents, Creation, Saits, sa its, Student Affairs IT Services, time, log, logging, first contact journal   Doc ID:58231
Owner:Help Desk K.Group:UW-Milwaukee Help Desk
Created:2015-11-16 10:42 CSTUpdated:2019-01-02 13:43 CST
Sites:UW-Milwaukee Help Desk, UW-Milwaukee Student Affairs IT
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