Service Desk Scheduling Cases Playbook

Step One: Getting Started

Login to Salesforce, Navigate to UCL Service Desk app. Then filter the list view to Systems & Data Unassigned

Step Two: Identify Scheduling Cases
Identify all Scheduling Cases by clicking into the Case and selecting “Accept”. Doing this will ensure it’s assigned to you and will list the case on your list view of “Open Cases”.

Step Three: “My Open Cases”
Once you’ve sorted through and Accepted all scheduling Cases navigate to your list of “Open Cases” using the same dropdown menu.

Step Four: Updating Details Tab

In each Case you will need to confirm/indicate that the Contact Information, Case Reason, and Status are correct and/or updated. You can do all three of these things by clicking into the Case and selecting the “Details” tab.

Step Five: Confirming Contact Information

There are times when a Scheduler may submit a request using the Unit’s email or their personal email account. To update you can select the edit/pencil under “Contact Information” then “Contact Name”. Select the 'x' to remove populated contact, begin to type employee name, this should initiate a search and you can select the employee from the dropdown menu.

Step Six: Indicating Status and Case Reason

It’s important to update “Status” and “Case Reason” for reporting purposes. You can do this by scrolling farther down on the Details tab to “Resolution Information”.

1. Select appropriate “Status” (usually Working) from drown down menu.

2. Select “Scheduling Request” under “Case Reason”.

Step Seven: Begin to Work on Case

It’s important to read through the “Description” in the Summary area. This will give you a good understanding of what to look for in the Case.

Sometimes they will provide all the information in order to complete simple tasks such as a capacity change or class cancellations, and other times it will ask for changes to be done from a file they have uploaded.

If the Case is asking for a change and all the information has been provided in the Description including; description of change, University term, subject and catalog, etc.. You can login in to PeopleSoft/Campus Solutions to make those changes.

Step Eight: Cases with Attachments

Most of the time Scheduling requests will be submitted with an attached excel file. (This file should be a download from the Scheduling Audits available in Tableau.)

To open attachment navigate to the “Related” tab on the Case. Here you should be able to view and download the attachment.

Step Nine: Verify that ALL Information has been Provided in the Attachment

Open the file and verify all information has been included. This includes all columns (even if they’ve been hidden).

First column indicates what changes are needed and highlighted cells must correspond to changes indicated in description. If you do not understand what is being requested or there is missing information you should email the Scheduler/Submitter ASAP.

If you have any questions about the request you should email Scheduler/Submitter to clarify any information directly in the Case right away. You can do this by navigating to the “Activity” tab and selecting “Email”.

1. Be sure the “From” is set to “Digital Learning Support” and not your University email address.

2. Include any and all clarifying questions and be sure to include your name/signature so they know who is working the request.

3. Send

4. Update Status to “Waiting”

Step Ten: Input Changes

If the file has all the necessary information and you understand what is being asked you can begin to input all changes/updates directly in PS, highlighting rows in blue where changes were requested and made.

Step Eleven: Save Completed File

Once all changes/updates in the file have been entered save the file with completion date in the title of the file in CE-IST> CE-IS> UCL Scheduling Requests> Unit> Semester> Completed File folder

Example: 0412 Completed Summer 22 Fee Updates (Usually we just add the date and the word “Completed” to the file name they have provided. That way it corresponds to the Case and we can refer to the file when necessary.)

Step Twelve: Include Completed File in Email Response
Include a copy of the completed file in your Case response email to the Scheduler/Submitter. Also indicate any necessary information or comments and complete request.

1. Be sure the “From” is set to “Digital Learning Support” and not your work email address.

2. Attach Completed file

3. Include any and all information or comments and your name/signature

4. Send

Step Thirteen: Close Case

Update Status to “Closed”

1. Select “Close Case”

2. Verify status is set to “Closed

3. Case Owner should be you

4. Case Reason is set to “Scheduling Request”

5. Save