1. OCTOBER 2012
TECHNEWS
From the Enterprise IT Service Desk
Making Service Better With You in Mind1
Gmail — Bison Style
You have probably heard the rumors
and read the announcements. Yes,
it’s true. In the near future, the
Department of the Interior will be
migrating over to Google’s Gmail as
our new e-mail system. This includes all employees and
contractors for BSEE, BOEM, and ONRR. Our Gmail
system will be called “BisonConnect.”
Gmail has some new and exciting features,
accompanied by a vast amount of storage for each
person — 25 GB (gigabytes). This is many times over
the size of our typical Microsoft Exchange (Outlook)
mailbox. Plus you will have the convenience of being
able to access all your e-mail storage from any computer
connected to the Internet.
Good training will be the key to a successful move to
Gmail. A new website called the eKnowledge Center has
been created to help smooth the way and get us pointed
in the right direction.
Click here to visit the
eKnowledge Center's
Gmail page.   
OPPORTUNITY is missed by
most people because it is
dressed in overalls and looks
like work. — Thomas Edison
In Technical Terms
Temporary Internet Cache
Temporary Internet Cache are files deposited on
your computer’s hard drive that a browser uses to
store website data for every web page or URL
address you visit. The next time you visit the same
website; the browser takes the data from the
temporary Internet files and loads the website in
this way.
Smartphone
A smartphone is a mobile phone built on a mobile
operating system, with more advanced computing
capability such as portable media players, low-end
compact digital cameras pocket video cameras,
and GPS navigation units to form one multi-use
device.
INSIDE THIS ISSUE
In the News
Gmail — Bison Style 1
In Technical Terms 1
Customer Connection
Service Desk E-mail Notifications 2
Thanks for the Pictures! 2
Your IT Toolbox
Accessing Voicemail Away From the Office 3
Key Performance Indicators
Service Desk Metrics 4
Top Five Service Requests 4
Method Used to Submit Requests 4
Do you have new ideas for us to write about?
Click here to see the Service Desk Contacts.

2. Making Service Better With You in Mind2
Service Desk E-mail Notifications
When you send the Service Desk a
request by either e-mail or Self-Service
Ticketing (http://ticketweb/), a ticket is
automatically created in our HEAT
ticketing system. When you call us, a
ticket is manually created in HEAT.
When tickets are generated in HEAT, some automated
e-mail responses are sent out. This article explains what
e-mail communications you can expect to receive from
the Service Desk depending on how you submit your
service request.
SERVICE REQUEST METHOD
E-mail. When you e-mail a request to the Service Desk,
you will receive the following two e-mail responses:
 An e-mail from “Enterprise IT Service Desk,” usually
within seconds. The subject line will read “Your
message has been received” and the e-mail will
thank you for sending us your request.
 An e-mail from “Heat Notification,” a minute or two
later. The subject line will read “Customer Ticket
Number 000000 Notification.” (Of course, 000000
will be replaced by a real ticket number.) This e-mail
includes a description of your request.
Self-Service Ticketing. When you create a ticket
through http://ticketweb/ (see August 2012 newsletter),
you will receive an e-mail from “Heat Notification” with a
ticket number and a description of your request.
Phone. When you call the Service Desk, you will receive
an e-mail from “Heat Notification” with a ticket number
and a description of your request, usually within a few
minutes of call completion.
WHEN A TICKET IS CLOSED
 No matter how you sent us your service request,
when the ticket is closed (because the work has
been completed), you will receive two e-mails,
both from “Heat Notification”:
 An e-mail with the subject line, “Ticket Number
000000 Closure Notification.” This e-mail provides
the ticket description, the solution, and contact
information for the Service Desk if you have
questions about the ticket.
 An e-mail with the subject line, “Customer Support
Service Desk Survey for ticket#000000.” This e-mail
requests your feedback, asking you to take a few
moments to fill out a satisfaction survey. Your
comments are very much appreciated because the
Service Desk and Desktop teams are continually
striving to improve… “MAKING SERVICE BETTER
WITH YOU IN MIND!”
MISSING E-MAILS
If you do not receive one of the ticket-related e-mails
described above, please contact the Service Desk to let
us know — especially if you do not receive the e-mail
that provides your ticket number after sending us your
request.   
Thanks for the Pictures!
Visual aids can often lead to better
understanding. As the wise saying
goes, “A picture is worth a thousand
words.” In some cases, a
“screenshot” can help the Service
Desk more accurately diagnose what
the problem is and provide you with
better service.
When you are having a problem on your computer, such
as an error message popping up or an issue that would
take many words to describe, consider sending a
screenshot with your e-mail or web ticket to the Service
Desk. Either Gadwin PrintScreen or the Snipping Tool
can quickly capture a picture from your monitor display.
If you send your request via e-mail, you can either paste
the screenshot directly into the body of your e-mail or
attach the picture file to it.
article continues on page 3
CUSTOMER CONNECTION
SETTING EXPECTATIONS BY UNDERSTANDING THE PROCSS

3. Making Service Better With You in Mind3
Accessing Voicemail Away From the Office
To retrieve a message when you are not at the office, please follow these steps:
1. Dial your office number from any outside line.
2. When you hear your voicemail greeting, press the star (*) key and follow the prompts.
3. Enter your ID (5-digit extension) followed by pound (#).
4. Enter your password (the one used on your office phone) followed by pound (#).
5. After the message plays, follow the prompts to process the message (repeat, save, delete,
reply, forward, etc.). The prompts can then be followed to send a message, listen to old
messages, set up phone (including greetings), etc.
Even when you have no new messages, you can follow the prompts to send a message, listen to
old messages, set up phone, etc.
Note: The above procedure does not work for Anchorage or the Main Interior Building (MIB).
• If you are an Anchorage user, dial main number 907-334-5299. When you hear the voicemail greeting, press the star
(*) key and follow the prompts according to your procedure.
• If you are an MIB user, dial main number 202-208-6997. When you hear the voicemail greeting, press the pound (#)
key and follow the prompts according to your procedure.
More phone information is available on the Pipeline VoIP page at http://pipeline.mms.gov/Topics/Services/VoIP.aspx.   
Thanks for the Pictures! …continued from page 2
If you are sending us a ticket via Self-Service Ticketing (http://ticketweb/), you can attach up to five screenshots by using
the Browse button.
No matter what method you use to send your screenshot(s) to the Service Desk, you can then refer to the screenshot in
your e-mail or self-service ticket. For example, “Every time I open Microsoft Word, I see the error message as shown in
the screenshot…” You might want to type out a little bit of the error message, but let the screenshot provide the rest of the
details.
So, THANKS for the pictures! It helps the Service Desk serve you better.   
YOUR IT TOOLBOX
YOU ASKED, WE LISTENED

4. Making Service Better With You in Mind4
Service Desk Metrics
The Enterprise Service Desk has received 36,854
telephone calls to date; that’s more than 3,600 calls per
month.
Top Five Service Requests
Along with telephone calls, the team processed over
15,831 service requests. The most common calls were
about user management (password resets, unlocking
accounts), software applications, computer hardware,
server access and applications, and e-mail.
Method Used to Submit Requests
The Service Desk continues to receive the largest
number of support requests over the telephone and one-
third through e-mail.
If you haven’t tried it yet, we encourage you to check out
our Self-Service Ticketing web portal. You can check the
status of open tickets, view previously closed tickets and
log your own.
How to Reach the
Enterprise IT Service Desk
SERVING BSEE, BOEM, AND ONRR
Denver Federal Center
Building 53 – Entrance W-19
Mail Stop 3753
Lakewood, CO 80225
Phone: 303-231-3333
Toll-Free: 1-877-256-6260
E-mail: EnterpriseITServiceDesk@bsee.gov
KEY PERFORMANCE INDICATORS