Issue Tracking

Issue Tracking Convener: Michelle Martinez Note Taker: Michelle Martinez

Participants System email Barney Gordon e.support [email protected] Janet Rice helpline [email protected] Vern Schuck unk [email protected] Jason Newsome heat [email protected] Mason Long OTRS [email protected] Susan Baur -- [email protected] Patrick Wachira Remedy [email protected] Larry Coolidge enterprisewizard.com [email protected] Sara Thursby LanDesk/Touchpaper [email protected] Michelle Martinez Remedy (old) [email protected]

 Biggest problems seem to be project interference from competing priorities  CSU Fresno uses & likes HEAT  no standard, all seem to be different solutions  CSU Fresno, has a QA group to call at call resolution to ensure call complete  Difficulties in getting call completed & resolved before next call -> solution templates or workflow templates to speed process  CSU Fresno has weekly meetings & they pick one issue & workflow it out at the end they share that with group to standardize & make support consistent  should start a “Help Desk” knowledgebase on CATS  Help Desk conference in Northridge in about 3 weeks, Chris Olsen @ Northridge  it is really desired to have a single enterprise wide system even if there are multiple help desks  call templates help different people provide consistent answers  Landesk seems like a very integrated system for not only tracking support calls but being a tool to support users.  spell checking capabilities in tracking system is critical  MACRO EXPRESS --> good for help desk, set keyboard shortcuts to any words or paragraphs  walk-ins fill out form first before they get help at CSU Fresno

Notes:

Software: HEAT, Landesk, Adative Learning, OTRS, Footprints, Admin needed created detail screen 20 licenses tier 2 uses iHeat (online app) unlimited Landesk can manage with ent tech administration Macroexpress key combinations – add text Heat ?? monitor

hard to create ticket if Help desk busy ctl-n – new ticket

Auto task ie. new hire needs multiple assignments for one ticket - quick ticket template: 2 clicks, pick customer - global ticket – network down, add users who called. Parent/child tickets, can't close parent – notify all users before closed has work flow rights, based on acknowledgment of accomplishments or simultaneous ticket (assignments) for 1 ticket Agent buy-in 1 hour weekly meeting workflow and each ticket – put in Visio printout save as jpeg upload to wiki for helpdesk helpdesk meeting notes & jpegs once on wiki, students have to review week before starts work. puts issues up throughout the week whiteboard used to list topics Q's are added, can add response

HEAT to OTRS

need flow of communication - don't know contacts for staff - need student training - will share manual for newires in helpdesk - will share requirements list for detail screen - questions to ask - details – categories selected shows up - drive agent how to respond

help desk conference Northridge – in 3 weeks (2 days, 18th April) managers & staff gatehr & share ideas experts, vendors – new & small $200/attendee CSU wide - Chris Olsen Northridge

Landesk working implementing across campuses client & web page has buy in from college it depts approver: reviews content for knowledge base (needs spell checker) CSULA build in reports passing tickets – what troubleshooting has been done search first -- by customer knowledgebase built in – searches for info (articles) in keywords also pulls ticket which had similar issues