UCL Service Desk Agent Playbook

Configuration update

• Minor modifications to existing tools/functionality

• May include computer configuration or formatting

• Changes not required to go through Change Management

• Examples: Minor form modifications, updates to existing automation

Data request

• Information from any of the systems we support (.csv, .xlsx, Tableau visualization, etc.)

Equipment request

• Any issues, questions, or requests related to hardware, including purchasing requests & installation

• Phone requests

Not Supported/Declined

• Will not do & does not need to be added to the backlog

Permissions request

• Providing access to a new system or new functionality within a system

• Troubleshooting access that may need to be restored

• Manager requests for elevated access

Scheduling request

• Scheduling requests, including course and class changes, fee changes, cancellations, etc.

Software request

• Software issues to be resolved

• Examples: Outlook is down, update requests

Training

• May include user errors which resulted in training

• Creation or distribution of new/existing documentation

Project request

• Somewhat major modification to existing tools, or new tool

• May require additional conversation, prioritization, or development before undertaking

• Examples: Creation of new forms, new automation, new tool request

Incident

• Multiple cases related to the same root cause or that need to be resolved using the same steps

• Create a Case Related Issue and associate the case with the parent incident. If the incident does not already exist, create new incident record

• If the incident owner is known, assign cases to that incident owner. If it is not clear who can resolve the incident, assign cases to the the Incident Management queue.

• Send emails to all original case requestors using Broadcast Communications on the incident record.

• When resolved, close the incident record and all associated cases.

Other

• Anything that does not fit in another reason

Operations

This queue is for incoming Operations cases.
Notification: Sent to Queue members, No Queue email.

• Phone

• Building security

  • keys/access to buildings

  • cameras

• Copier Service

• Furniture

• Something is broken in the building

Technology Services Support

This queue is for incoming Technology Services Support cases.
Notification: Sent to Larry.

• Purchasing IT (AV or plugs into computer)

• General desktop support

  • New Equipment

  • Equipment troubleshooting

• Printer Access

• Connectivity

  • VPN Access

  • VPN troubleshooting

• Outlook

  • Troubleshooting

  • Access to shared resources

  • Requests for resources

  • Calendar Access or Addition

• Computer Lab

  • Installations

  • Troubleshooting

• Desktop Security

• Local client installations

• Zoom

  • Zoom Recordings

• Kaltura

• What gets routed to UIT? (we would help with facilitate)

  • Network

Incident Management

Placeholder for ISM Incident Management.

Notification: Queue email address ce-systems@utah.edu

Information Systems Management

This queue is for incoming Information Systems Management cases.
Notification: Sent to Arainna.

• Peoplesoft Scheduling (Angie or Halli)

  • Class Cancellations

  • Set up new classes, new instructors, time or day changes

  • Catalog Information, title changes, description changes, subject codes

  • Fee changes, item types

• System Access, questions, training (CLSS, Astra, PS, Tableau) (Jim or Halli)

• Systems Access (Box, Salesforce, Intranet, etc.) (Jim)

  • Question about Outlook access, centrally managed?

• Access to web applications such as

  • Intranet (Halli)

    • apps.continue.utah.edu is listed in message

  • Salesforce (Carrie)

    • Information for outside requesters

    • Salesforce email lists

  • Qualtrics (Jim usually)

• Firewall Rules (Jim)

• UCL Web/ Web Updates (Halli)

  • Class materials list

• Mediaspace (Jim)

  • My Media Accounts

    • Video Storage and Future Access

• System purchasing or unsupported systems (Arainna)

Data Analytics

This queue is for incoming Data Analytics cases.
Notification: Sent to Queue members, No Queue email.

• Reporting

  • Tableau

    • Enrollments

    • Fees

    • Budget

    • Payroll

    • Grades

  • Heat Maps

  • Pace Graphs

  • Canvas

• Market Analysis

  • Lightcast

Exam Services

This queue is for incoming Exam Services cases.
Notification: Sent to Queue members, No Queue email.

• Assign to Mariah Nielson

  • Scheduling an online exam

  • Smarter Proctoring/Schedule Exams tool

  • Exam troubleshooting

Marketing

This queue is for incoming Marketing cases.
Notification: Sent to Andrew.

Media Production

This queue is for incoming Media Production cases.
Notification: Sent to Queue members, No Queue email.

• Video recording requests

• Look for “Media Production” in the request

• Usually a stray email in a long chain

• If questionable, ask Chris Dawson in chatter.

HR

This queue is for incoming HR cases.
Notification: Sent to Queue members, No Queue email.

• Access inbox, box, (for recent departures)

• question about access no longer needed.

• Outlook grant access to former employees Inbox

Tier 1 Support

Placeholder for Service Desk Management.

Unknown

• Training support for desktop applications

• Teams setting up their own Outlook Calendars