SteadyPoint Helpdesk Admin Manual

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1 SteadyPoint Helpdesk Admin Manual P a g e

2 Contents Office 365 Help Desk User Manual... 3 Content... 3 Helpdesk Overview... 3 Why SteadyPoint Helpdesk... 4 Office 365 Help Desk Administration... 6 Office 365 Help Desk Installation... 7 Office Store... 7 Direct Deployment... 7 Configure Permissions... 8 Office 365 Help Desk Problems Categorization Area Type Sub Type Office 365 Help Desk Ticket On-boarding Office 365 Help Desk Templates Office 365 Help Desk Reminders Office 365 Help Desk Escalations Office 365 Help Desk Calendars Office 365 Help Desk Resources Office 365 Help Desk Teams Office 365 Help Desk People and Groups Office 365 Help Desk Ticket Auto-Close Office 365 Help Desk Services Catalog Help Desk Integration with Assets App P a g e

3 Office 365 Help Desk User Manual Content This training manual is focused on providing information and hands-on steps to assist end-users and admin in using Helpdesk Add-in, explaining the ways of creating a new ticket about an issue the employee is facing, and how to keep eyes on it and tracking it. Helpdesk Overview At the core of IT service management is the ticketing solution used to manage the incoming flow of tickets. The ticket is then routed, has an SLA applied, and is worked upon in innumerable ways based on the type of ticket. Help Desk enables you to: Streamline service request management from incident creation to resolution. Automate software and hardware asset discovery and centralize IT asset management (ITAM). Centralize knowledge management with a built-in and extensible knowledge base. Manage change requests through automated change control and approval processes. Tickets can be linked to service request, change requests, as well as existing assets. The resulting knowledge or root-cause can be captured in a knowledge base. assets are tracked throughout their 3 P a g e

4 life cycle, and any changes or incidents related to them are automatically recorded. This is the lifecycle of each ticket: New: Default status once the new ticket is created. Open: When the ticket gets assigned, this means the ticket is open. Resolved: After fixing the ticket, the ticket became fixed. Closed: After verifying the resolution from the author, the status will change to closed. Why SteadyPoint Helpdesk Recently, many companies are heading to move their systems to the cloud and slowly getting rid of on-premises systems with its overhead, to bring the focus on their core business. Microsoft office 365 offers several cloud services to assist companies in achieving so. First, SteadyPoint Helpdesk does not reinvent the wheel. it completes the cycle of automating business operations in Office 365 instead. Another privilege worth considering is that SteadyPoint Helpdesk doesn t require datacenters, security procedures, servers, backups, disaster-recovery plans, or investment for new IT employees. 4 P a g e

5 Workflows and Flows in SharePoint, along with Helpdesk s features, would allow a corporate to control the lifecycle of automating company operations using Office 365 services. Here are some of Helpdesk key values: 5 P a g e

6 Office 365 Help Desk Administration SteadyPoint help desk is a parametrized Office 365 add-in that is easy for admin to manage and configure, see below admin view: 6 P a g e

7 Office 365 Help Desk Installation SteadyPoint help desk solution is an Office 365 add-in built using SharePoint platform, you can install it on any Office 365 tenant that contains SharePoint service such as Office 365 Business Premium, Office 365 Business Essentials, E1,E2,...etc, here below two methods of deployment: Office Store Click here to get a free trial or purchase it. Direct Deployment Clicking on "New", you can create new group or user that will be used later in creating teams inside the helpdesk: Create Developer/Team site (Team site doesn t have upgrade feature). 7 P a g e

8 Grant your user "Site collection admin" permission Generate Client ID from here: tenant name}.sharepoint.com/_layouts/15/appregnew.aspx Send us your Client ID for deployment Configure Permissions The final step is to configure add-in permissions. 8 P a g e

9 You should create (Case sensitive) the following SharePoint groups to grant the right permissions for users and groups: 9 P a g e

10 HelpDeskAdmin: Users inside this group can change app settings. 10 P a g e

11 HelpDeskMembers: Users inside this group can create new tickets and service requests with related follow -up 11 P a g e

12 HelpDeskVisitors: Users inside this group can view all app tickets and service requests only. 12 P a g e

13 Office 365 Help Desk Problems Categorization The first mission after deploying the helpdesk add-in is to build problems catalogue that are necessary for problem categorization. SteadyPoint helpdesk supports three levels of categorization that is optimized for small and medium-sized organizations we believe that more than three levels are just overkill for you. The First thing you must do is to Configure the settings of Help Desk Add-in by clicking on Settings-> Specialties. Area 1. Click on Area. 2. Click New item. 3. Type in the Area name and check the Active box. (Unchecking the Active box means this area is not active and shouldn t appear in New Ticket Form) 13 P a g e

14 4. Click Submit. Type 1. Click on Type. 2. Click New item. 3. Type in the Area name and check the Active box. (Unchecking the Active box means this area is not active and shouldn t appear in New Ticket Form) 4. Click Submit. Sub Type 1. Click on Sub Type. 2. Click New item. 3. Type in the Area name and check the Active box. (Unchecking the Active box means this area is not active and shouldn t appear in New Ticket Form) 14 P a g e

15 4. Click Submit. 15 P a g e

16 Office 365 Help Desk Ticket On-boarding Sometimes raising a ticket needs some kind of on-boarding or instructions. This is the goal of Default Text, by which you can specify needed instructions per problem category for any level. Use this list if there are any information needed from the user when a ticket raised about some area, type and sub type. So that when a new ticket raised from same area, type and sub type this text will appear to the user. For example, if Area = Computers, Type = OS, and Sub Type= Windows, you may need the windows edition so type in the Description: Please provide us with the windows edition. So that when a new ticket raised from same area, type and type level 1 this text will appear to the user. 16 P a g e

17 Office 365 Help Desk Templates This section is intended to provide an understanding of the attributes/fields that need to be captured in an incident ticket (a record of information relating to an incident) There are two types of fields: Default fields: This is a common set of information to be gathered for each ticket, such as Name, Description, Owner, Priority,. etc. Custom fields:custom fields that can be grouped by templates and assigned to Problem Category or Service, the system supports the following types of custom fields: o Single line of text o Number o Choice o Multiline of text o Date/Time o Group/Person 17 P a g e

18 For example, if Area = IT, Type = Hardware, and Sub Type= Servers, you may need to capture the following fields: Name Type Ram (GB) Warranty Expiry Date Description Owner 18 P a g e

19 Office 365 Help Desk Reminders Depending on defined period priority selected by the author, the system will send repetitive reminders for assignee until responding on his task or reach the defined cap. Default reminders will be the last resort if no match with other items (created once and should not be deleted from anyone). Each reminder contains the following fields: Default: The last resort if no match with other items. Area: Ticket area. Type: Ticket type. Sub Type: Ticket sub type. Priority: Ticket priority CAP: Maximum number of repetitive reminders to send (0 means no limit) Recurring Hours: Business hours (0 means no reminders) Recurring Minuets: Business minutes (0 means no reminders) 19 P a g e

20 For example, if Area = Hardware, Type = Servers, and Sub Type= OS, you may need to send 8 repetitive reminders, one every 2 days to remind the author to respond on his task raised on operating system problem: Default: Un checked Area: Hardware Type: Servers Sub Type: OS Priority: Medium CAP: 8 Recurring Hours: 48 Recurring Minuets: 0 20 P a g e

21 Office 365 Help Desk Escalations The power user can setup involved teams within ticketing SLA by defining the group/user and associate the routing option most fit for the selected team and the manager of this team for escalation purposes. To control the SLA execution, escalation plans can be configured to define the following parameters: Response time: from the time (hours) the Ticket is in Pool to the point when it gets assigned to employee. Fix time: From the time (hours) the Ticket gets assigned to employee till it gets Resolved or allocated to another queue. Verification time: From the time (hours) the Ticket gets resolved till the point of time it is closed. Next Level Escalation: From the time (hours) the Ticket gets escalated till the point of time it is escalated again to next level. Escalation definition is to send a reminder to the assignee and CC his/their manager. The escalation procedure starts once violating the defined SLA, the system will send an escalation to the assignee and CC his manager defined in the active directory, then to escalate for next manager and so on until reaching the top of organization hierarchy or defined cap for this kind of problems. If the escalation is against a group in the routing phase, an escalation will go to the defined manager of this team, then to escalate for next manager and so on until reaching the top of organization hierarchy or defined cap for this kind of problems. 21 P a g e

22 Default escalation will be the last resort if no match with other items (created once and should not be deleted from anyone). The following are SLA violations: If ticket exceeds the response time, an escalation will go ahead until assigning the ticket. If ticket exceeds the fix time, an escalation will go ahead until fixing the ticket. If ticket exceeds the verification time, an escalation will go ahead until verifying the ticket. Each escalation contains the following fields: Default: The last resort if no match with other items. Area: Ticket area. Type: Ticket type. Sub Type: Ticket sub type. Escalation Manager: The manager who will receive all escalations that are related to selected category (Area, Type, and Sub Type) Priority: Ticket priority CAP: Maximum number of escalation levels Response Time (Hours): Business hours (0 means no escalations)) 22 P a g e

23 Fix Time (Hours): Business hours (0 means no escalations) Verification Time (Hours): Business hours (0 means no escalations) Next Level Escalation: Business hours (0 means no escalations) For example, if Area = Hardware, Type = Servers, and Sub Type= OS, you may need to escalate any related case to be get assigned by 5 hours, and to be fixed by 12 hours and to be verified by 5 days, then continue to next levels every 3 days until reaching 6'th managerial level: Default: Un checked Area: Hardware Type: Servers 23 P a g e

24 Sub Type: OS Escalation Manager: IT Infa Manager Priority: Ticket priority CAP: 4 Response Time (Hours): 5 Fix Time (Hours): 12 Verification Time (Hours): 5 Next Level Escalation: P a g e

25 Office 365 Help Desk Calendars Calendars are used to define the working hours for the resources (Employees). Fill out Calendar form, the Title and From Hours/Minutes, To Hours/Minutes and check the working days. 25 P a g e

26 Office 365 Help Desk Resources Resources list used if there is an employee has different calendar and special working hours. You should first create the calendar then put the resource name. 26 P a g e

27 Office 365 Help Desk Teams Teams list is used to define responsible teams to handle tickets Clicking on new item, a form will appear like below: Each team contains the following fields: Team Name: Team name who responsible about handling selected category problems. Area: Ticket area. Type: Ticket type. Sub Type: Ticket sub type. Routing Type: Three routing options are supported: 27 P a g e

28 o SPOC: Single point of contact who is responsible about receiving tickets then re-assign them to suitable resources who responsible about resolving this kind of problems. o Resource Pool: Assign tickets to a group of users, anyone in the group can get the ticket and handle it. o Direct assignment: All tickets will be assigned to a specific employee. Assignee: Team members (Person Or Group of users). For example, if Area = Hardware, Type = Servers, and Sub Type= OS, you may need to create a team to handle OS problems: Team Name: OS Team Area: Hardware Type: Servers Sub Type: OS Routing Type: Resource Pool Assignee: OS_Team_Group 28 P a g e

29 * OS_Team_Group: SharePoint group that contains OS section employees. 29 P a g e

30 Office 365 Help Desk People and Groups Use this page to view and manage all groups & users for site collection. Clicking on "New", you can create a new group or user that will be used later in creating teams inside the helpdesk: Once creating a group it s important to fill Group Name, choose "Who can view the membership of the group?" as Everyone, and select "Contribute" permission. See below screenshot: 30 P a g e

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32 Office 365 Help Desk Ticket Auto-Close The system admin can enable ticket auto-close feature for all system tickets, this will close any handled (fixed) tickets that are waiting author verification, if these tickets are not verified within auto-close period (days), the system will close them automatically and send all related notifications. 32 P a g e

33 Office 365 Help Desk Services Catalog Service request is a request for a pre-approved service that your organization can offer to its end users. Service catalog items includes variable information that can be collected from your end user as well as a behind the scenes process that includes tasks and approvals that will be sent off to certain groups/users within your organization. Each service may contain the following: Service Template, a predefined template to capture service information. List of Approvals, it is a workflow to get predefined team approvals (maximum 8 approvers). Fulfilment team, this is optional attribute to choose the team who will fulfill the service request once approved from all list of approvals. 33 P a g e

34 For example, if Area = IT, Type = Infrastructure, and Sub Type= s, associated Team= s Team,Template = Template, you may need to request a new permanent account: Service Name: Account Request Template Name: Template Team Name: s Team Active: checked List Of Approvals: 'DemoUser' then 'HelpDeskAgent' then one of 'test group' members 34 P a g e

35 Help Desk Integration with Assets App You can integrate SteadyPoint Helpdesk with SteadyPoint Assets add-in in seamless way, the purpose of integration is raising a new tickets for already registered asset in your organization, this is will enable you to know asset history, attributes, owners,...etc in addition to reporting purposes such as to know number of tickets for a specific type of assets. The integration is easy, just provide SteadyPoint Assets add-in url in the following format: 35 P a g e