Transcript Using the Self Service module

Using the Self Service BMC
Helpdesk
IT Department
Overview
• BMC helpdesk is a customizable webbased application solution with an easy-touse interface.
• This helpdesk application will allow the IT
support unit to provide a better service as
well as track recurring incidents and
generate performance reports.
BMC Helpdesk Features
• User friendly
• Browser-based, windows authentication within AUK
domain
• Centralized reference: by allowing users to view,
create, update information, and track old tickets.
• Self help through the knowledge search engines: it
helps clients to find solutions quickly and easily
without calling the helpdesk which saves time and
increases satisfaction.
• Receive IT posted messages through Whiteboard
feature
Logging in to the AUK BMC Self Service
To log in to the AUK BMC Self Service module,
all you must know is the following information:
o The URL address of the Self Service module
http://aukhelpdesk.auk.edu.kw
o Your client ID and password if you are accessing
the helpdesk from off-campus or from Auk website.
• No username and password are required if you
are logged in inside AUK campus, since BMC
self service is Windows authenticated, only type
http://aukhelpdesk in your browser.
Working with Incidents
Use the Incidents tab for managing incidents:
• Create, edit, and close incidents.
• Search for and view incidents.
Working with Incidents
The Incidents tab has two menus:
• The menu at the top of the tab provides
access to the following views:
– Incidents
– Quick Tickets: View and search quick tickets,
and create incidents from them.
• The Actions menu provides functions that
you can perform, depending on which view
is selected (incidents, or quick tickets)
New Incidents
You can create an incident in 2 different ways:
 From a template:
• Quick Tickets are templates for common
problems and include standard information
for the form fields.
• Quick Tickets have four fields of information:
 Quick Ticket ID: a unique identifier of the incident.
 Description: a short description of the incident.
 Incident Description: A standard, more detailed description of the
incident.
 Incident Resolution: A standard description of possible solutions.
New Incidents
 From a blank incident form
 If you do not find a quick ticket that fits your
incident, you may create a new record using a
blank incident form.
Creating an Incident from a blank form
The Support Type is directly linked
to the Category, once you select an
IT Category, “Information
Technology” will be displayed in the
Support Type field.
Creating an Incident from a blank form
1- From the Actions menu in the Incidents
tab, click New. The Open Incident form will
appear. Your contact information will
automatically fill the client fields.
2- Click Category, and select the appropriate
category/subcategory.
Creating an Incident from a blank form
3- For the Convenient Timings field, fill in the
suitable time for IT support staff to visit.
4- For Incident Description, fill in a description of
the incident, such as when the problem
occurred, what is affected,….
5- Bold fields are mandatory, and if not filled,
your ticket will not be submitted
6- You can only add an attachment (maximum
size limit of 1.44MB) after you have saved the
incident by clicking Submit.
Creating an Incident from a blank form
• Make sure to click on Back after you Submit
a ticket to return to the main Incidents menu.
Otherwise, you might receive an alert
message notifying you that the ticket is
currently locked because the administrator is
opening it simultaneously.
To Edit your sent Incident
• After submitting a ticket, you can always
access it again, and only edit the
Convenient Timings and the Description
fields. You are not allowed to change the
Category field once the ticket has been
submitted.
• You may check ticket updates at any time,
such as:
– IT Reply
– Assigned Staff
– Resolution
To Edit your sent Incident
• You may either overwrite or edit the
Convenient Timings and the Description
fields.
• A log of IT Replies, Convenient Timings and
the Description fields will be saved in the
below fields. Therefore, the communication
trail will be saved.
Creating an Incident from a Quick Ticket
Quick Tickets Advantages:
 Speed up data entry,
 Improve data accuracy,
 And ensures consistent reporting.
Creating an Incident from a Quick Ticket
1- From the Incidents tab, click Quick Tickets.
A list of available quick tickets is displayed
2- Select the required quick ticket.
Creating an Incident from a Quick Ticket
3- From the Actions menu, click Next Step.
A new incident form appears with the description
and other fields automatically filled in.
4- Change or add the fields as needed.
5- Make sure to select the appropriate Support
Type.
6- Click Submit. The incident is saved and appears
in the list of your open incidents.
Email Notifications
• An automated e-mail will be sent to the
ticket logger’s email account whenever any
modification occurs to the IT Reply field.
Email Notifications
• At the closure of the ticket, an e-mail will
be also sent with the ticket resolution
updated.
• Do not reply to this email if you think that
your problem persists. Login to your BMC
self-service account and open a new ticket.
To Submit an Event Support Request
Surveys
• After logging a predefined number of tickets,
you will be receiving an email with a link
directing you to a survey questionnaire.
• Filling such surveys will contribute to
improving IT services and performance.
Filtering Incidents
• By default, the Incidents tab displays all
your open incidents. However, you may
modify which incidents are listed:
• List open, closed, or both open and closed
incidents.
Filtering Incidents
• List incidents by a form field value. For
example, you may list all incidents that have
been opened on a particular date, that are in
a specific category, or that have a specific
number.
Using the Knowledge Search Feature
1- From the Knowledge Tools tab, click Knowledge
Search. The knowledge search window appears.
2- In the Search for Word(s) or Phrase field, type in
the text you want to search on.
Using the Knowledge Search Feature
3 -Select the records to search:
Search Knowledge Base: Search closed
incidents.
Search External Documents: Search the
content of any document stored in an external
location, such as tech notes or white papers.
These files can be text files, Microsoft Word
files, Excel files, and others.
4 -To limit the number of search results, type a
positive number for Maximum Results.
5 -Click Search.
Check your Client Information
• Your Profile includes your name and
contact information (location, extension,
and email address,…).
• You should verify this
information and inform
IT to update it if needed.
• Keeping your profile
updated is important to
help serve you better.
Logging off the Self Service Module
To log off
• From the upper-right corner of the window,
click Logoff. A confirmation message
appears.
• Click OK. The log off window appears.
• If there is no activity on BMC Self Service for
a certain amount of time, the following
message scrolls across the top of the
window: "Your session timed out due to lack
of activity. You will have to login again."
Conclusion
With BMC helpdesk, we will:
• Enforce best-practice processes
• Improve key metrics such as first call resolution,
mean time to repair, recurring incidents
• Reduce call volumes and encourage user selfsufficiency by letting users search known solutions,
and workarounds to common incidents
• Prevent future incidents from occurring
• Increase customer satisfaction ratings
Thank You