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Creating and Updating Service Requests and Activities

General Notes

Our goal is to have all work assigned by and all resources scheduled by the Service Coordinator. Since we also strive to not be interrupt-driven, the idea is to enter new SR’s as a small function of our everyday work and then leave them for the Service Coordinator to sort out. This is why we always leave a new SR’s status as New. The SC will get an email within minutes of its creation and will be able to acknowledge and prioritize accordingly.

Note that the steps outlined here systematically go through the fields on the SR page starting with the upper left side then upper right and then to the lower section skipping over fields that are either auto filled or not used.

Service Request Status Definitions

General Notes

There is no Highlighting for this section because the entire section must be read and adopted as a whole before implementation. It is highly recommended that this section be read and implemented as is for a starting point and adjusted after implementation.

  • New
    • This is the default status assigned to all new Service Tickets.
    • When a ticket is set to this status the PSA will send an email to the client contact indicated in the ticket informing them that we have in fact received their requests in our PSA.
    • When a ticket is set to this status, the PSA will send an email to the MPI Service Coordinator informing him that a new Ticket has been entered.
    • The ticket will be reviewed by the appropriate service team member according to and within the time specified in the MPI Standards and Procedures.
    • Once a service team member has reviewed the new ticket its status will be changed from New to Queued any appropriate status further down the list. It will never have the status of New again.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • New (Approved)
    Note: This status is not available or used unless there are clients who require that tickets be approved before they are worked. Use of this status should be avoided at all costs. If you are running an MSP, you should not need this status or the Waiting Approval.Use of this Status and the accompanying status of Waiting Approval require a special workflow rules. These workflow rules control the behavior of the ticket statuses based on the submitting client and they facilitate the ability for the client to respond to the Waiting Approval email to Approve or Close the new ticket.

    • When a ticket is set to this status the PSA will send an email to the client contact indicated in the ticket, informing them that their issue and ticket have been approved.
    • When a ticket is set to this status, the PSA will send an email to the MPI Service Coordinator informing him that the issue and ticket have been approved.
    • The ticket will be reviewed by the appropriate service team member according to and within the time specified in the MPI Standards and Procedures.
    • Once a service team member has reviewed the new ticket its status will be changed from New (Approved) to Queued (for Helpdesk board) or Escalate (for Field Service board) or any appropriate status further down the list. It will never have the status of New (Approved) again.
    • Only specific MPI client contacts can change an existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Customer Responded
    Note: Only used for Autotask, not ConnectWise

    • When a customer responds to a ticket via email, the ticket is set to this status. The PSA will send an email to the Service Coordinator (and primary resource if applicable) informing them that a new customer ticket response has been received.
    • The new response will be reviewed by an appropriate service team member according to and within the time specified in the MPI Standards and Procedures.
    • Once a service team member has reviewed the new ticket its status will be changed from Customer Responded to the appropriate status. It will not stay in this status.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Waiting Approval
    Note: This status is not available or used unless there are clients who require that tickets be approved before they are worked. Use of this status should be avoided at all costs. If you are running an MSP, you should not need this status or the New (Approved).Use of this Status and the accompanying status of Waiting Approval require a special workflow rules. These workflow rules control the behavior of the ticket statuses based on the submitting client and they facilitate the ability for the client to respond to the Waiting Approval email to Approve or Close the new ticket.

    • When a ticket is received for a client that requires approval a workflow rule will change the status from New to Waiting Approval.
    • When a ticket is set to this status the PSA will send an email to the client contact indicated in the ticket, informing them that their issue and ticket must be approved before we can touch it.
    • When a ticket is set to this status the PSA will send an email to the client technical contact that is authorized to approve work, informing them of the issue and ticket and requiring them to either Approve or Close the issue.
    • Once the client has approved the ticket by responding to the email sent to them by the PSA or via the Client Portal, its status will be changed to New (Approved) and moved back to the Helpdesk queue (and will be processed as indicated in New (Approved).
    • MPI clients cannot change any existing ticket to this status.
    • MPI Service Team members are never to change any ticket to this status. The client must do so by responding to the automated email sent out by the PSA or via the Client Portal.
    • No Time Entries can be logged against a ticket in this status.
  • Queued
    • Ticket is ready to be worked on. Not being worked on! But Ready.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Scheduled
    • This status indicates that resources have been scheduled for this ticket.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • In Progress
    • This status indicates that work is currently being done on the ticket and progress is being made.
    • When a ticket is set to this status the PSA will send an email to the client contact indicated in the ticket informing them that the status has changed.
      Note: Optional
    • MPI clients cannot change any existing ticket to this status.
  • Escalate
    • When a ticket is set to this status the PSA will send a notification to the Service Coordinator (and Service Manager?) alerting them of the new status.
    • Using this status requires a WITNS such as: WITNS: Need to consult with senior tech for suggestions.
    • The WITNS: Requesting escalation can be an internal or an open note but if it is an internal note there must be some WITNS in the open notes for the client to see and understand. E.g. WITNS: Requesting escalation due to complexity of this issue.
    • The original resource is responsible to see to it that this issue is follow-up on and resolve.
    • The service Coordinator is responsible for ensuring the resources required are directed to this issue.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Waiting Results
    • The ticket is waiting for some event to happen (usually on the customer’s system) that needs to be checked later i.e. If you started a virus scan and are checking the progress later, or anything that requires data collection for a period of time.
    • This status usually does not involve any human interaction with the client. In contrast to Follow Up.
    • This requires that you create a Task or To-Do for yourself that is window of time within a reasonable timeframe relative to the original creation time.
      Note: The subject of the Task or To-Do should simply be Check on Results and it should be at least a 15 min event.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Waiting on Materials
    • This status indicates that work cannot proceed until certain software, hardware, firmware or other materials are acquired.
    • The WITNS or the most recent Time Entry will contain all relevant notes indicating what item is being waited on.
    • There may (and should) be an associated Opportunity in the PSA for the required materials.
    • When a ticket is set to this status the PSA will send an email to the client contact indicated in the ticket informing them that the status has changed.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Waiting Customer
    • This status indicates that the MPI service team is waiting for input, response or work product from the client.
    • The WITNS section or the most recent Time Entry will contain all relevant notes indicating what is being waited on.
    • When a ticket is set to this status the PSA will send an email to the client to inform them that their participation is required. It will also indicate that this issue will be automatically closed within 7 days of we do not hear back from them.
    • Waiting on response reminder emails are automatically sent at 1 business day, 3 business days, and 6 business days.
    • If no response is made within a total of 7 business days the ticket will be closed and a final notification sent to the customer.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Waiting 3rd Party
    • This status indicates that the MPI service team is waiting for input, response or work product from someone other than the client. I.e. Waiting on ISP, Copier tech, etc.
    • The WITNS or the most recent Time Entry will contain all relevant notes indicating what is being waited on.
    • When a ticket is set to this status the PSA will send an email to the client contact indicated in the ticket informing them that the status has changed.
      Note: Not yet implemented – Or Verified!
    • MPI clients cannot change any existing ticket to this status.
    • Technician needs to create a To-Do action type follow-up depending on the priority example the vendor tells you they will get back to you in 2 days you will create the Task or To-Do 2 days out.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Pending Research
    • This status indicates that MPI service team has to research the problem before we can continue.
    • The Internal note section or the most recent Time Entry will contain all relevant notes indicating what is being waited on.
    • MPI clients cannot change any existing ticket to this status
    • There must be a defined amount of time budgeted for the research for this issue
    • The WITNS must clearly define the resources and time frame for the research.
    • Service coordinator will coordinate the technician and resources accordingly.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Follow Up
    • This status indicates that MPI service team has to follow-up with the client to make sure the steps taken has resolved the problem.
    • This status usually involves a human interaction with the client. In contrast to Waiting on Results.
    • This requires that you create a Task or To-Do for yourself that is window of time within a reasonable timeframe relative to the original creation time.
      Note: The subject of the Task or To-Do should simply be: Follow-Up.
    • Examples of Follow Up: We removed a virus, we installed an update or patch but the problem is very intermittent. The client who uses that machine must verify for us that it has been resolved.
    • No Time Entries can be logged against a ticket in this status.
  • Schedule This
    • This status indicates that work for this ticket is ready to be Scheduled or Re-Scheduled. I.e. the parts have arrived, etc.
    • When a ticket is set to this status the PSA will send an email to the MPI Service Coordinator informing them that the status has changed.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • On Hold
    • This status indicates that the MPI Service Coordinator has called for a hold on any work to this ticket. No one is to perform ANY work on this ticket. Intervention and or interaction are required by the Service Manager, Service Coordinator, or other higher levels.
    • The WITNS or the most recent Time Entry will contain all relevant notes indicating what is being waited on.
    • When a ticket is set to this status the PSA will send an email to the client primary contact and the client contact indicated in the ticket informing them that the status has changed.
      Note: Not yet implemented – Or Verified!
    • Only the Service Coordinator or Service Manager should process on HOLD Tickets.
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Completed
    • This status indicates that one or more of the following conditions have been met:
      • All Time Entries and notes are up to date
      • All work outlined or required has been completed
      • The issue outlined in the ticket has been resolved or sufficiently alleviated
      • The client has not responded to requests about this ticket within the required timeframe
    • When a ticket is set to this status the PSA will send an email to the client contact indicated in the ticket informing them that the ticket has been resolved and that the status has changed.
      Note: Optional
    • MPI clients cannot change any existing ticket to this status.
    • No Time Entries can be logged against a ticket in this status.
  • Closed
    • This status indicates that the MPI Service Manager has performed a final quality control and believes all is in order.
    • The Service Manager has reviewed the:
      • Ticket issue, Notes, and Resolution
      • All time entries and Billing
    • NTS clients cannot change any existing SR to this status.
    • No Time Entries can be logged against an SR in this status.

Defining a Quality Service Request

A Quality Ticket has all of the following correctly verified and set:

  • Correct account name.
  • Correct contact. If that user is not in the system, add them.
  • Ticket source – How was this ticket generated?
    • A call in?
    • A Monitor alert?
    • The portal?
    • Sent an email?
    • Shoulder tap – Entered for client while onsite?
  • Ticket title with at least 5 words.
  • Ticket description has a robust narrative (user story). The more information, the better we can prepare our self for what to expect when we tackle the issue.
  • Correct ticket status.
  • Correct Priority.
  • Realistic due date and time. Only if required.
  • Most work should be scheduled 3 days out.
  • Correct SLA for that client.
  • Realistic time estimate.
    Pay attention to Helpdesk max time limits
  • Assign to the correct queue.
  • Assign a primary resource and role.
    If necessary, assign secondary resources to the ticket.
  • Correct work type according the SLA.

If you have verified all of the fields above, we should now have a quality ticket that we can all understand and work on without any questions.

Creating a New Service Request

10 Steps to Success Theory

  • MPI has a standard format that is to be used when creating a new Service Request.
  • A serious effort must be made to list 10 Steps to Success for every new Service Request

Updating Service Requests

Time Entry Notes:

  • MPI has a standard format that is to be used when entering time notes on any ticket. This uniformity of notes allows for a repeatable and reproducible experience for both staff and customers when reviewing time
  • The note format is:
    Format of technician notes entry

WITNS:
– If the ticket is not completed, you must determine and note What Is The Next Step

  • Example of a complete entry would be:
    Example of technician notes entry
    WITNS:
    – Waiting for supervisor’s response on Word Perfect.

Creating and Assigning Activities

Updating Activities

Last Update: November 27, 2018  

November 9, 2018   318   Manuel Palachuk    Agile Service Delivery Run Guide  
Total 1 Votes:
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