TOPdesk v6 for Operators - University of Bath

1 Bath University Computing Services IT Training TOPdesk v6 for Operators Document Information Author John Baker Revised By Date 27/09/2016 Version 2 Status Draft Copyright University of Bath This document can be used by members of staff from the University of Bath provided this copyright statement is included and acknowledged. Please contact the Information Officer, BUCS, University of Bath for further information. Contents Logging In .. 3 Basic Layout: .. 4 Working with Tabs .. 6 Creating A New First or Second Line Incident .. 7 VIP Process .. 17 Using a Standard Solution to Resolve an Incident .. 18 Creating a Standard 18 Using the Knowledge Base to Resolve an Incident .. 19 Finding an Incident - Using Quick Finder .. 21 Finding an Incident Using Caller Card .. 22 Viewing & Opening Tickets Assigned To You Or Your Operator Group.

2 23 Resolving / Closing an incident .. 25 Escalating an Incident to 2nd Line .. 26 Sending Incidents to RT (1st and 2nd Line) .. 26 Creating Partial Incidents .. 27 Major Incidents .. 28 Requesting a new / change to a knowledge base article .. 31 Creating Default Text .. 32 Customising TOPdesk .. 33 Your Workspace .. 34 Moving and Deleting Widgets .. 34 Adding Widgets .. 34 Tasks Block .. 35 Customising Dashboard .. 35 Adjusting User Settings .. 36 Quick Launch Bar .. 36 Adding a new Shortcut .. 36 Selections, Reports and Shortcuts .. 37 Appendix A 38 Quick Guides .. 38 Logging In .. 39 Working with Tabs .. 39 Creating new Incident using the Quick Launch Bar .. 40 Using a Standard Solution to Resolve an Incident .. 41 Using the Knowledge Base to Resolve an Incident .. 41 Finding an Incident Using Quick Finder .. 42 Finding an Incident Using Caller Card.

3 42 Viewing & Opening Tickets Assigned To You or Your Operator Group .. 42 Closing / Resolving an incident .. 43 Escalating an Incident to 2nd Line .. 43 Requesting a new / change to a Knowledge Base Article .. 43 Creating Default Text .. 43 TOPdesk Mobile Site .. 44 Attaching Files to an Email .. 45 Incident Priority Matrix .. 46 Priorities with Appropriate Timescales .. 46 Appendix B 47 47 Appendix C 50 GIVING FEEDBACK .. 50 On-Line .. 51 With your Team Leader .. 51 TOPdesk v6 Incident Management for Operators Course Manual Page 3 of 52 TOPdesk v6 IM for University of Bath Getting Started Logging In TOPdesk is an externally hosted ITSM solution and is accessed via a web link, it has two different options for logging in: Operator Login: used by BUCS staff and other teams creating, monitoring and dealing with tickets. Self Service Desk: used by all other University staff and students.

4 Open location: to see a screen like this: Click on Operator Login to see the standard Single Sign-on screen: Enter your username & password and click on Log in. TOPdesk v6 Incident Management for Operators Course Manual Page 4 of 52 TOPdesk v6 IM for University of Bath The opening screen is your personal TOPdesk workspace (which, because they re easy to adapt to suit the way we work, could differ greatly to the one shown here): Note: the live system has a blue button, and the test system has a red one many pictures in these notes are from the test system. Basic Layout: The key parts of the standard TOPdesk workspace (you can make your own changes to the Quick Launch Bar) are as shown below: The areas/items labelled in the picture (default layout) are: TOPdesk v6 Incident Management for Operators Course Manual Page 5 of 52 TOPdesk v6 IM for University of Bath Tasks block (A): containing all of the tasks for which you are the operator.

5 You can adjust both columns to display the tasks most important to you. By default the first column contains tasks assigned to you and the second column the tasks assigned to you, your groups and any unassigned tasks. You can choose how you wish to filter these columns using . Selections, Reports and Shortcuts (B): providing access to selections, reports and shortcuts that are most relevant to you. You can choose which selections, reports and shortcuts you wish to display here using . Quick Launch bar (C): containing icons for the features in TOPdesk you use most frequently, such as creating a new incident, reservation, change request as well as links to useful webpages. You can add buttons to the quick launch bar using . The key standard buttons are: - TOPdesk menu: in this window you can create new incidents and open the Plan Board, Task Board, Dashboard, the Modules and Help options.

6 If the button is blue, you re using the live system; if it s red, you re using the test system. - Search: Choose the area of TOPdesk you wish to search, for example Incidents or changes and the search criteria you wish to use. - Bookmarks: These can be used to bookmark cards, and create a mini To Do list but aren t used that often. - Caller Card This can be used to look up all processes associated with a specific registered caller. - New First Line Incident Use to log a ticket as a new first line incident. - New Second Line Incident These can be created when an incident is close to its Target date and is unlikely to be resolved or when the incident is something which needs to be fixed by a third tier (Infrastructure or MIS team). Both IT Supporters and the Service desk can own either 1st line or second line incidents. - New Request for Change These notes look at this option in more detail.

7 Note: if you can t see this button, use the instructions within Putting extra buttons onto the Quick Launch bar near the end of these notes to add it. - Knowledge base start page Used for looking up common solutions in the knowledge base. Latest News (D): Information on current service status as well as upcoming maintenance and other useful information, information is displayed with a coloured icon ( ) depending on the type of news: A Blue icon indicates the piece is for information only An Amber icon indicates a notification for example details of planned maintenance A Red icon indicates a warning for example a system or service is unexpectedly unavailable Home button (E): taking you back to the start page at any time Logout and My Settings buttons (F): Main Pages (G): containing the following buttons: Plan Board: This is used by Audio Visual for allocation of work.

8 TOPdesk v6 Incident Management for Operators Course Manual Page 6 of 52 TOPdesk v6 IM for University of Bath Task Board: This button opens the overview of all tasks assigned to you. You can use it to view tickets that you need to process, instead of the Task widget. Dashboard: This displays KPIs and reports providing an overview of the current situation within your processes. You can also create new KPIs reports and selections through the dashboard, or the system administrator can add new reports for you to use. Each new action will open a new tab across the top of your screen to help you easily navigate to the information you need. You can have many tabs open at the same time and easily switch from one to another. Working with Tabs In TOPdesk you work with tabs. Actions will open additional tabs across the top of your screen, these let you easily navigate to the information you need.

9 You can open several tabs at once and easily switch between them: Start Page: The start page tab is always open to the left of the open tabs (cards) and will take you back to your workspace window. Tabs: If you have many tabs open, you can view a list of all open tabs using the button, this also allows you to close all open tabs in one go (except the start page tab), all other tabs except for the one you are currently working on (and the start page tab) and also provides to access Recently viewed cards: A B TOPdesk v6 Incident Management for Operators Course Manual Page 7 of 52 TOPdesk v6 IM for University of Bath A few useful points: Tab Space: If the number of tabs open exceeds the space allowed by your browser, arrows will appear to allow you scroll through the tabs. Opening Cards: If you open a card which is already open, the tab with that card will display at the front.

10 Maximum Number of Tabs: You can open up to ten tabs at one time, if you open an eleventh tab, the tab which has been unused for the longest will close to allow the new tab to open. Recently Closed Cards: TOPdesk will remember the last 30 viewed card. Creating A New First or Second Line Incident New Incidents (cards) can be created from a variety of locations within TOPdesk . The Quick Launch Bar is probably the quickest. Both first and second line incidents are created in the same way the difference being: A 1st Line Incident is most often dealt with by the Service Desk or IT Supporters A 2nd Line Incident is one that is more complex so requires additional time and can be dealt with by either the Service desk or by IT Supporters. Alternatively, it is an incident which requires resolution by one of the IT Infrastructure or MIS teams.