Step by Step Guide to Call Resolution

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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 prior approval from the impacted business areas.

“The application manager needs to approve the change before it can be applied into business” - Candidate

A Problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.

How to login:

Use the URL below in an Internet Explorer / Mozilla Firefox window

URL:https://caservicedesk.eskom.co.za

You will be prompted with the Service Desk Login details:

Username: Use your network login credentials (Novell UserID) Password:Same password used to login to the network (Novell password)

After launching Service Desk you will be prompted with the main window showing all Announcements to the right (if any) and the Scoreboard panel to the left (Update Counts

Main Window (First screen after successful login

Announcements are used to convey important information about the system to the users.
Current Announcements display in the right pane of the main window when you first login to the system

The Scoreboard displays all outstanding Incidents, Problems, RFS’s and RFC’s assigned directly to your name and to the Groups you are linked to.

Scoreboard:
See Calls Assigned to My Queue (directly to your name) and My Group (to any group you are linked to/a member of) To see all calls assigned directly to your name, expand the “My Queue” link

To see calls assigned to Groups you are linked to, expand the “My Group” link

Hint: Notice useful links under:
“My Queue” – Today’s Inc Callbacks:
This will show all incidents, for users to be phoned back where date was set to the current date

“My Queue” – Today’s Req Callbacks:
This will show all Requests, for users to be phoned back where date was set to the current date

How to search for data

You can search for items such...
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