Service desk -the power to do more
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Let's dive a little deeper and explore how ticket rules, processes, and multiple queues can help automate your service desk and make your life a bit more organized and managable. Learn more: http://dell.to/1GDYpr8
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Service desk -the power to do more
- 1. Dell World User Forum UFIL519: Service Desk – The Power to Do More Brooks Roberts, Learning Development Ian Bolton, Learning Development Dell World User Forum
- 2. Dell World User Forum Presenters • Brooks Roberts – Dell KACE Learning Development – 16 Years at Dell – 4 Years with KACE • Ian Bolton – Dell KACE Learning Development – 12 Years at Dell – 4 Years with KACE
- 3. Dell World User Forum Status Check • How many of you currently use the Service Desk? • How many of you currently use Processes? • How any of you currently automate your Service Desk by building your own ticket rules?
- 4. Dell World User Forum Overview • Service Desk Defaults – General Uses – Examples • Multiple Queues – Reasons for Using Multiple Queues – Examples • Processes – What is a Process – Planning – Examples • Ticket Rules – Precautions – Planning – Examples
- 5. Dell World User Forum Service Desk Defaults
- 6. Dell World User Forum Service Desk Defaults Benefits • Ready for Work • Basic Functionality Potential Drawbacks • Lacks Personalization • One Ticket Queue • Limited Functionality
- 7. Dell World User Forum Service Desk Defaults Ticket005Ticket004 Ticket003 Ticket002 Ticket001 Default Queue
- 8. Dell World User Forum Service Desk Defaults
- 9. Dell World User Forum Adding Categories
- 10. Dell World User Forum Service Desk Defaults Ticket005Ticket004 Ticket003 Ticket002 Ticket001 Default Queue
- 11. Dell World User Forum Service Desk Defaults
- 12. Dell World User Forum Service Desk Defaults
- 13. Dell World User Forum Service Desk Defaults Ticket005Ticket004 Ticket003 Sensitive Information Ticket002 Ticket001 Default Queue IT
- 14. Dell World User Forum Multiple Queues
- 15. Dell World User Forum Multiple Queues
- 16. Dell World User Forum AdminUI Multiple Queues Ticket005Ticket004 Ticket003 Ticket002 Ticket001 IT Ticket010Ticket009 Ticket008 Ticket007 Ticket006 HR Ticket015Ticket014 Ticket013 Ticket012 Ticket011 Purchasing Admin
- 17. Dell World User Forum UserUI Multiple Queues Ticket005Ticket004 Ticket003 Ticket002 Ticket001 IT Ticket010Ticket009 Ticket008 Ticket007 Ticket006 HR Ticket015Ticket014 Ticket013 Ticket012 Ticket011 Purchasing IT
- 18. Dell World User Forum Multiple Queues (Demo)
- 19. Dell World User Forum Switching Queues
- 20. Dell World User Forum Switching Queues Ticket005Ticket004 Ticket003 Ticket002 Ticket001 IT Ticket010Ticket009 Ticket008 Ticket007 Ticket006 HR Ticket003
- 21. Dell World User Forum Processes
- 22. Dell World User Forum Processes What is a Process? • A series of tasks that must take place in a specific order. A Process can be as simple as you need, or as complex as you like. • It could be a template for a single ticket • It could be several hundred tickets A Process can exist in one queue or span multiple queues.
- 23. Dell World User Forum Stage 3 Stage 2 Stage 1 Processes Ticket005Ticket004 Ticket003Ticket002 Ticket001
- 24. Dell World User Forum Processes Stage 1 Stage 2 Candidate Submitted Ticket 2: User Account Creation Ticket 3: Hardware Request Ticket 3: Hardware Order Placement Ticket 3: Order Approval Ticket 4: Send Orientation Information Ticket 5: Schedule Training New Hardware Required? New Hardware Approved? Yes Yes Process Closure No No Order Placement Queue Hardware Approvals Queue IT Queue HR Queue Training Queue A Parent Ticket will be created in the HR Queue to manage all of the work.
- 25. Dell World User Forum Processes Stage 1 Stage 2 Candidate Submitted Ticket 2: User Account Creation Ticket 3: Hardware Request Ticket 3: Hardware Order Placement Ticket 3: Order Approval Ticket 4: Send Orientation Information Ticket 5: Schedule Training New Hardware Required? New Hardware Approved? Yes Yes Process Closure No No Order Placement Queue Hardware Approvals Queue IT Queue HR Queue Training Queue A Parent Ticket will be created in the HR Queue to manage all of the work. Process Starts Account Creation Hardware Request Ticket Rule (Is New Hardware Required?) If so, move to HW Approvals Queue Ticket Rule (Hardware Approved?) If so, move to Order Placement Queue Parent Ticket created
- 26. Dell World User Forum Processes Stage 1 Stage 2 Candidate Submitted Ticket 2: User Account Creation Ticket 3: Hardware Request Ticket 3: Hardware Order Placement Ticket 3: Order Approval Ticket 4: Send Orientation Information Ticket 5: Schedule Training New Hardware Required? New Hardware Approved? Yes Yes Process Closure No No Order Placement Queue Hardware Approvals Queue IT Queue HR Queue Training Queue A Parent Ticket will be created in the HR Queue to manage all of the work. Send Orientation and Training Information Process Complete
- 27. Dell World User Forum Processes Stage 1 Stage 2 Order Placement Queue Hardware Approvals Queue IT Queue HR Queue Training Queue Process Starts Parent Ticket 1 Ticket 2: Account Creation Ticket 3: Hardware Request Ticket 4: Orientation Info Ticket 5: Training Scheduled Approved? HW Needed? Process Ends
- 28. Dell World User Forum Processes (Demo)
- 29. Dell World User Forum Ticket Rules
- 30. Dell World User Forum Ticket Rules What does a Ticket Rule do? 1. Runs a query against the database 2. Takes an action based on the query What types of actions can be taken? • eMail Results • Update the database – Append Comment to Ticket – Run an Update Query
- 31. Dell World User Forum Ticket Rules When do the rules run? • Every 15 Minutes • Hourly • Daily • Weekly • Monthly • On Ticket Save Can be used for individual or bulk processing Individual updates only
- 32. Dell World User Forum Ticket Rules How do you choose? How fast do you need the action to take place? Are you processing more than one ticket?
- 33. Dell World User Forum Ticket Rules Important Variables for Use with Ticket Rules: <TICKET_IDS> <CHANGE_ID>
- 34. Dell World User Forum Ticket Rules for Notifications
- 35. Dell World User Forum Ticket Rules for Queue Movement
- 36. Dell World User Forum Ticket Rules for Simple Automation
- 37. Dell World User Forum Questions
- 38. Dell World User Forum Thank you.
- 39. Dell World User Forum KACE Support Portal Migrating to Dell Software Support Portal • Starting in November, all KACE Support Portal material will be migrated to the Dell Software Support Portal • All service requests will be submitted online or by phone • Same great content – Knowledge base articles – Video tutorials – Product documentation – JumpStart training • Check out the Support Portal Getting Started videos
Editor's Notes
- I’m Brooks Roberts and this is Ian Bolton. Brooks: With Dell for 16 years With KACE since acquisition Ian – Tell us a bit about yourself:
- The service desk ships with the K1000 appliance. By show of hands… 1, 2, 3.
- I ask because today we’re going to cover:
- We ship the service desk to you… Ready to work, with basic functionality. Some of the “potential” drawbacks of the default setup are…
- By default, the Service Desk begins as a sort of… <start animation> shoebox full of tickets. You can do some simple things to add some greater functionality to even this, simplest of configurations.
- For example: adding categories… <Demo Category Addition>
- Once you’ve added categories that mean something to your environment, you have taken the first steps to separating tickets out into their respective topics. <play animation>
- You can see that separation in the ticket listing…
- And you can even write reports that use those categories as pseudo dividers to your data as pictured here.
- The major issue that people face when using one default queue is information privacy, especially if you deal with confidential information. Say that you don’t want anyone viewing HR tickets except for HR personnel. With one queue, anyone who is a ticket owner for that queue can view all tickets within that queue. In this situation, you really should start looking into multiple queues.
- One important thing to keep in mind is that people with access to the Admin interface can view tickets within any queue of the service desk. Here we see the admin interface and when we go to the service desk we can see all of the queues. Next we see the User UI and only the queues that the Admin user has been granted owner rights to.
- It is important to force anyone that is not explicitly an appliance admin, to use the user portal as intended since queue access is limited to the specified labels in the User Portal. Essentially, if you allow people to log into the admin console, they can view anything in the service desk.
- Thus, I recommend limiting user access to the user console unless they are legitimately administrators that need to perform administrative duties. If you DO have a need to provide admin access to other areas of the appliance to people that should not be able to read all information in all queues, I would recommend removing the service desk tab from their Admin Role (or profile). You can do that like this… <Demo Role Configuration>
- However, if the queue configurations don’t contain the same values, you run the risk of losing data as the value does not exist in the new queue. The K1000 will hold it for you… Don’t rely on this method as it is intended as a temporary caching to save you from data loss. Now, this doesn’t mean that you should make every queue have the same values… there are some queue moves that should never take place. The one here for example should probably just be recreated in the HR queue if someone really made the mistake of creating it within IT. But, if you design your queues to be able to have tickets move freely between them, you should plan accordingly and make sure that all selectable static values exist in both places.
- Essentially, a process is… You can make these as simple as you need them to be, or you can get crazy complicated and detailed. Your processes can exist entirely in one queue, or they can span multiple queues. The most important part of creating a process is the planning…
- A process, in it’s simplest form looks something like the following. You have multiple stages. Every ticket in stage 1 must be completed before tickets in stage 2 will be created. Stage 2 tickets must all be closed before Stage 3 tickets are created. Before the process can be completed, all of the tickets in all of the stages must be completed. (UNLESS, you are allowing parent tickets to close child tickets.)
- So, what should the planning of a process look like? Well, the answer varies depending on your style and need. Here is an example of the planning I did for the demo “New Hire” process we will look at in this session. This particular process also utilizes ticket rules in order to facilitate the decision points and queue moves depicted here… <Red Box> We will discuss those rules more later.
- Our process starts. This action creates a Parent Ticket (for the process). Child Tickets 2 and 3 are created. These are “Account Creation” and “Hardware Request” Hardware Request has some built-in things required before it can be closed. First, we need to decide if new hardware is required or if the new employee can use hardware in stock. If new hardware is required, I’ve made a ticket rule that moves the ticket into the hardware approvals queue. Within this queue, a subset of users, listed as approvers, decide whether or not new hardware can be ordered. If the order is approved, the ticket moves to the purchasing queue. If hardware is not approved or not needed, the process will skip on to the next stage (as long as the first two stage one tickets are completed).
- From here, The stage 2 tasks fire and we send the orientation information and schedule training. Finally, Once those two tasks have been completed and the tickets have been closed, the process is complete and the process Parent Ticket can be closed. Now let’s watch all of the pieces in action.
- At their simplest form, Ticket Rules perform two steps. They query the database, and run an action based on the query results. What type of actions are available to us? Well, we can send an e-mail based on the output of the query, or we can update the database. The ability to update the database is what makes ticket rules so dangerous.
- So, when do ticket rules run? <Read the options> The scheduled options are okay to use for individual or bulk updates. However… on ticket save should only ever effect one ticket… the ticket you are working with. In fact, “On ticket save” will only ever trigger when the “SAVE” action within a ticket is activated. Which should you use? Depends…
- So, how do you choose what to run? There are a few methods… For something like approvals, you may need to be aggressive with something like 15 minutes. While with maintenance tasks, notifications and dealing with stale tickets, you could probably get away with something a lot longer. Remember, On Ticket Save should only ever act upon one ticket. (For SQL Savvy folks, your select statement should only ever return one row…) and that is the main reason/caveat for OTS. Also remember that OTS will not run unless a SAVE ACTION is performed on a ticket.
- Two very important variables you need to know for working with ticket rules. <TICKET_IDS> is used in the update query and is a variable for all Ticket IDs selected in the select statement calling HD_TICKET.ID. If you change this to alias, this will not function. <CHANGE_ID> is used to limit the select statement to only the current change. This is incredibly useful when creating On Ticket Save Rules as you can craft your select statement to only select tickets that are being effected by the current change!
- Portal: http://www.software.dell.com/support Ticket Entry: https://support.software.dell.com/create-service-request Videos: https://support.software.dell.com/essentials/getting-started