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The iSupport system creates a ticket for every email sent to itservicedesk@sjsu.edu.

  • Tickets can also be created using iSupport.

  • Emailed tickets typically become Changes; created tickets can be Changes, Incidents or Problems.

  • When a ticket is created,

    • several items have a default value. What is default value for queue?, Customer, assignee?

      • When created via email

      • When created via panel on one.sjsu.edu

      • When created by representative

    • It is automatically put in an a Service Desk queue.

  • Most of the default values are unchanged, however Status, Priority, Assignee and Category are typically changed on most tickets. (WHY)

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🎟 There are four Types of tickets available in iSupport. Changes are the focus of Service Desk.

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Change Tickets

  • Created for any update adjustment or enhancement of an existing process or object.  For example, a password reset.

  • Most Changes created by customers or at help desk level are considered Standard Changes.

  • A Standard Change is a pre-authorized change that is low risk, relatively common (routine), and follows a documented procedure or work instruction (i.e., iSupport template).

  • Standard changes are pre-authorized and may be implemented immediately. Includes request for information or general assistance.

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Incident Tickets

  • Incidents are created when a process or object is broken and needs to be fixed. For example, a wireless access point that is blinking red.

  • In many cases, incidents can be created automatically by the customer using custom-built forms or by emailing their issue to the help desk, but you, the representative, also have the ability to create incidents for your customers.

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Chat Tickets

(Incident Ticket created by Customer)

This has changed. tickets are created from live chat as a Changes

  1. When a chat is received, aChange ticket gets created automatically and gets assigned to Celine.

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NOTE: TBD

1.See Celine for canned responses in LiveChat

. We have to research on how to do it1.See Celine for canned responses in LiveChat.

.

Use chat canned responses provided in chat to obtain primary information from the customer

2. Once the chat is completed:

- Ask if the customer requires further assistance

- If not, thank the customer and close the ticket

- Ticket will need to be closed like any other incident ticket

  1. To close the chat:

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Click on the Incident# to open the incident ticket:

Change the category as required 

Use the Chat incident template to close the ticket (see below):

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Problem Tickets

(Only staff can create)

A problem is typically created after 5 or more incidents have been created all having the same issue or description, for example, five students in a classroom unable to access the wireless network. It may also be created in anticipation of a widespread issue, for example, when there is no wireless access in MLK library. Problems may be created at the Service Desk but are typically closed by a different department.

Warning

Only Staff are allowed to create a Problem. Once a Problem is created, update the Critical Issues chat in Hangouts.

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👥 IT Service Desk Queues (A queue contains tickets to be processed or assigned.)

(question) Examples of agent queues

DUO AND PASSWORD RESET (CHECK WITH SHARON)

What are agent queues?

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Agent queues refer to the organized lists of support agents or representatives who are responsible for handling incoming customer inquiries or support tickets. They are used to streamline and distribute the workload among agents and ensure efficient and timely resolution of customer issues.

Note: If the queue is empty, it won't show up. No closed tickets should be left in agent queues.

AAA IT - HD Correspondence Queue

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Tickets that are awaiting a response from the customer are put in the correspondence queue. You must go through each ticket in the correspondence queue and check whether the customer has responded to the message that was sent to them previously.

If a customer:

  • has not responded, then you must check the message that was sent to them and make sure that it is appropriate for their request. 

  • has responded, then you must respond back to them (fulfill their request or gather more information) or route to the appropriate queue. DO NOT LEAVE TICKETS IN THE QUEUE AND EXPECT SOMEONE ELSE TO RESPOND TO THEM.

If it has been more than 5 days since we sent a message to them, and they have not responded, refer to   No Response for applicable response./wiki/spaces/ISS/pages/78091876

AAA IT - IT Service Desk Queue

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New tickets are sent to the Service Desk queue. Tickets come in with a wide variety of requests.

If a customer's request:

  • can be fulfilled immediately, enter the appropriate response in the RESULTS box and close the ticket. If possible, use one of the canned responses found on the Frequently Used Responses page under the results header.

  • cannot be fulfilled immediately because more information is required, a message must be sent to the customer (see: Correspondence/wiki/spaces/ISS/pages/75787647) and the ticket must be routed to the correspondence queue.

  • is not something we can do at the Service Desk (example: an employee needs a new monitor for their office computer), then the ticket must be routed to the appropriate queue (see: Keywords for Departments and Support Areas/wiki/spaces/ISS/pages/11010051).

  • DO NOT CHANGE WHAT IS IN THE RESULTS BOX IF YOU ARE NOT CLOSING THE TICKET.

AAA IT - Auto Closed Queue 

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  • The auto closed queue refers to a specific queue or list where support tickets are automatically placed for closure when their status is “Implemented”.

  • It is a feature that helps streamline ticket management and ensures that resolved or closed tickets are appropriately handled.

  • For example: Tickets related to phone transfer will be put in auto closed queue.

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⚠ Common Mistakes

  1. If a customer creates more than one ticket for the same issue, all of those tickets except one must be closed.

  2. If a customer sends a full DDMMYYYY or DDMM of DOB and the last 4 of their SSN (or their entire SSN) in a ticket, the ticket must be deleted. That combination of information is Level 1 information and is very sensitive. To continue with the customer's request, the ticket must be recreated with the Level 1 information omitted.

  3. A customer can have several postal addresses on file with SJSU. Sometimes the address that a customer provides is an older one, but it still counts towards verifying their identity. Refer: https://sjsu-its.atlassian.net/wiki/spaces/SDKB/pages/2504720669/Identity+Verification+Protocol#Instructions-using-Add%2FUpdate-a-Person-on-PeopleSoft TODO: Add a scenario on what to do when there are multiple addresses on file.

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