The tier 1, 2 and 3 support engineers are configured into ServiceView and can log in using their central usernames and passwords. These are the people who will work on support requests or on associated tasks.
Each engineer is placed in a team. Teams are organised within ServiceView in the organisation hierarchy.
Use the add/edit people feature to add and remove supprt staff.
Broken Link: ADD_EDIT_PEOPLE
Job queues are used to place Incidents and tasks awaiting engineer assignment. Job queues are a flat list.
Engineers and/or teams subscribe to job queues. If a team is subscribed all engineers within that team are automatically subscribed. New staff entering or leaving the team will be handled automatically.
When an incident or task is added to a job queue engineers subscribed to that queue can be alerted via email or notice within ServiceView.
Incidents that are logged can be associated with a client or end user in ServiceView who is experiencing or has raised the issue/fault.
Incident clients are split into client types.
Different client types can be treated differently in the following ways
New incidents can be automatically assigned to a client using their email address or their username.
Incidents are divided into types, usually Changes and Faults. Any number of types can be configured and may typically be used for reporting purposes.
Incidents are given a priority to determine the order the engineers should address them. Priorities can be configured to have a "breach" period either by:
Note all minutes are measured in business hours, so in a typical Monday to Friday working week, one minute after 5pm on friday is 9:01 on Monday morning.
|Draft||The incident is in the process of being created.|
|Awaiting Job Queue||The incident is has not been assigned a job queue.|
|Awaiting Engineer||The incident is in a job queue but not assigned to an engineer.|
|In progress||The incident is in a job queue and has been assigned to an engineer.|
|Resolved||The incident has been resolved|
Incidents are given a category to help place them in the correct job queue. Categories are a 3 level hierarchical list which are selected when creating the incident.
The location of the incident is also recorded. As with categories this is a 3 tier hierarchical list allowing a specific location to be selected.
Locations can be given a default job queue allowing all incidents from a location to be placed in a specific job queue. A local support desk for instance.
A building name and room can optionally be specified if desired
Some categories which are supported centrally should bypass location specific job queues. This can be specified when defining the category hierarchy.
When a category and / or location is specified when entering or editing an incident, a job queue recommendation notice is displayed suggesting which is the most appropriate job queue for the incident to be placed in.
As an incident progresses or is changed or updated, a note will be created in the Notes tab that records the change.
Notes can also be posted from this tab and will be recorded in the Past Notes section.