Step by Step Guide to Call Resolution

Managing Calls on USVD

User Guide

INDEX

Difference between Incident, Problem, RFS and RFC…………….

How to Login …………………………………………….……………

Main Window …………………….……………………………………

* Announcements……………………………………………… * Scoreboard (Update Counts)…………………….…………..

How to Search for Data……………………………………………….

* Using the Search feature from the menu bar………………… * Using “GO Resources”…………………………………………. * Using “Quick Profile”.……………………………………………

Opening a Call/USVD…………………………..…………………….

How to log a call (Incident, RFS & Problems) using the “GO” Resources

Updating a Call …………………..…………………………………. .

* Transferring a Call………….……………………………………..

* Changing the Status……………………………………………… * Call Statuses………………………………………………….. * Status Transitions……………………………………………..

* Call closure…………………………………………………………

* Logging a Comment………………………………………………

* Escalating a Call…………………………………………………..

* Sending a Manual Notify…………………………………………

* Scheduling a Callback…………………………………………...

Parent/Child Relationship…………………………………………….

Difference between Incident, Problem, RFS and RFC:

An Incident is a service interruption or degradation. The primary objective of incident management is to restore services and minimize impact to the business. “Basically the error prevents the user from working.”- Candidate A Request (Request for Service) is the addition or modification of approved, supported or base-lined hardware, network, software, application or system that does not have a significant impact to the business – hence do not require prior approval. This could be the PC installations, new user registration, password resets, etc. A Change (Request for Change) is changes applied to the business infrastructure. This could be the addition, modification or removal of approved, supported or base-lined hardware, network, software, application, environment or system. Requests for Change require