UKIROC Support Process –
Key Points for Staff
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Overview
• We need process, procedure, and rules to
ensure users get a consistent experience
from the distributed UKIROC Support
organisation
• We need to set expectations of what we
do, and also what we expect from Users
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Ticket Statuses
•
Request
–
•
New
–
•
This status indicates the problem cannot be solved. For example, it may be considered a ‘Known Issue’, or
for example there may be a delay of one year in getting new software to fix a bug.
Solved
–
•
This status indicates an Agent is working on the issue. When a User emails an Agent then this status is
automatically set.
Unsolved
–
•
This status indicates an Agent has communicated with a User. When an Agent emails a User then this status
is automatically set.
In Progress
–
•
This status indicates a ticket has been assigned to an Agent.
Waiting for Reply
–
•
This status indicates a new ticket has been allocated a queue label.
Assigned
–
•
This status indicates a new ticket has been generated.
A ticket is put in this status when the Agent/TPM/Management deems the issue is resolved. Ideally, a ticket
should only be set to solved when the Agent has agreed with the User that a definitive solution has been
provided and has indeed solved the issue
Re-Opened
–
A ticket can be moved from ‘Solved’ to here, if for example, the problem which was thought to be solved has
re-occurred.
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Ticket Statuses and Flows
New
The flows illustrated show
the ideal path(s) through
the system. However, it is
possible to manually
reset the status of tickets
to any status.
Assigned
InProgress
Waiting for
Reply
Solved
Unsolved
Re-opened
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Support Process and
Ticket Lifecycle
•
From status=’Assigned’ onward the Agent is responsible for timely and accurate resolution of
ticket. The Agent may draw upon the Helpdesk Management and Administration to aid in the ticket
resolution.
–
–
–
–
•
•
•
•
The Agent may choose to set the status of the ticket from ‘Assigned’ to ‘In Progress’ to indicate he is working
on the issue, OR
The Agent may choose to set the status of the ticket from ‘Assigned’ to ‘Waiting for Reply’ to indicate he has
communicated with the User and is awaiting a response, OR
The Agent may choose to directly set the status of the ticket to ‘Solved’ if he has agreed a solution with the
User.
The Agent may choose to set status=Unsolved if there is no solution to the ticket.
Note that the action of the Agent emailing the User via the Helpdesk email routing will
automatically set the status to ‘Waiting for Reply’.
During an investigation, it is expected that a ticket may alternate between the statuses of ‘In
Progress’ and ‘Waiting for Reply’ as the Agent and User communicate with each other.
When a User emails an Agent via the Helpdesk routing, the ticket status is automatically set to ‘In
Progress’.
When the Agent agrees a solution with the User then the ticket can be set to ‘Solved’ to indicate
closure of the ticket.
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Changing Ticket Status
• Aside from the automatic methods of changing
the status of a ticket, an Agent can change the
status of a ticket in the following ways:
– 1. Whilst logged on to the FootPrints application, the
status may be changed on a ticket via a pull-down list.
– 2. When responding to a ticket-related email routed
through the Helpdesk system, the Agent inserts a line
of text: status=string where string is the value of an
allowable status, eg. ‘In Progress’, ‘Solved’ etc
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Rules for Progressing
Tickets
•
The Helpdesk Administration will intervene in tickets in the following cases:
–
1. Ticket is ‘In Progress’ but Agent has not replied for two working days since last response. In this instance
the Helpdesk will contact the Agent to remind them that the ticket requires attention. If the Agent has a valid
reason for not responding within this time, then the ticket should be updated to clearly indicate that to the
Helpdesk (and User) in order to avoid being chased by the Helpdesk.
2. Ticket is ‘Waiting for Reply’ but User has not replied for two working days since last response. In this
instance the Helpdesk will contact the User to remind them that the ticket requires attention. If the User has a
valid reason for not responding within this time, then the ticket should be updated to clearly indicate that to
the Helpdesk (and Agent) in order to avoid being chased by the Helpdesk.
3. Ticket is ‘Assigned’ but Agent has not updated the ticket for one working day since the ticket was assigned
to him. In this instance the Helpdesk will contact the Agent to remind them that the ticket requires attention. If
the Agent has a valid reason for not responding within this time, then the ticket should be updated to clearly
indicate that to the Helpdesk (and User) in order to avoid being chased by the Helpdesk.
The Helpdesk may re-assign the ticket if it has not been updated by the Agent for more than one day.
4. Ticket has not changed status after being through two cycles of chasing by the Helpdesk. In this instance
the Helpdesk Administration will report the deviation to Management in order to plan resolution and closure of
the ticket.
The Helpdesk Administrator will produce a daily list of all tickets which are in this ‘escalated’ state, and deliver
to Management. Management and the Helpdesk Administrator will agree how to progress each escalated
ticket. Tickets should be updated to indicate the plan for progression.
Note that the Helpdesk Administrator should also exercise judgment in bringing tickets which require
intervention to the attention of Management, even if they have not been through a cycle of chasing. For
example, a security breach or system-down incident.
–
–
–
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Resolution and Closure
• A ticket can be set to ‘Solved’ by the Helpdesk only after explicit
permission to do so has been received from the
Agent/TPM/Management. The communication must be recorded on
the ticket.
• If a solution to a ticket appears to have been delivered for more than
three working days with no activity on the ticket and the ticket is not
at status=Solved, then the Helpdesk should contact the Agent to ask
them to progress the ticket, or grant the Helpdesk permission to
close the ticket.
• If, at a later date, a closed issue is felt to need re-investigation then
the ticket can be re-opened with status=Re-opened.
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Service Level Targets
• Target time to assign ticket to an Agent: <
1 working day
• Target time for an Agent to give initial
response to customer after being assigned
a ticket: < 1 working day
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
User Responsibilities
• Communicates the problem precisely and
accurately to the helpdesk
• Follows and conforms to the support process
until the issue is closed
• Maintains communication (eg. results of
investigation and analysis) relative to the issue
with the assigned Agent
• Confirms issue closure when appropriate with
the Agent and/or Helpdesk
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Agent Responsibilities
• Identifies the priority of the issue
• Develops a resolution plan for the issue
• Notifies management of any necessary escalation, eg. severe/critical
problem
• Maintains communication (eg. updates on resolution progress)
relative to the issue with the User
• Updates the ticket with all information relative to the query, including
attempts (failed or otherwise) to contact the User
• Follows and conforms to the support process until the issue is closed
• Co-ordinates with any third parties required to resolve the issue
• Confirms closure of the issue with the User
 Informs Helpdesk of availability/unavailability
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Helpdesk Responsibilities
•
•
•
•
•
•
•
•
Manages tickets to ensure they are following the support process and ticket
lifecycle workflows
Communicates with Agents where there is a deviation from the support
process (eg. Agent not progressing ticket in a timely manner) in order to
progress ticket resolution and maintain user satisfaction
Communicates with users where there is a deviation from the support
process (eg. User not responding to communication from Agent) in order to
promote timely, quality, resolution of issues
Updates tickets to indicate any effort expended on the ticket resolution (eg.
indicate date/time attempts were made to contact Agents and Users)
Notifies management of any severe/escalated tickets requiring intervention
Communicates with Agents and Users for confirmation of ticket closure
Notifies management when the support process is not being followed and
intervention is required (eg. Agent/User not responding to ticket)
Uses judgment to inform management of any tickets which may require
intervention, eg. Security Breach; System Down; ticket taking a long time to
resolve
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre
Management
Responsibilities
• Responsible that ticket workflow and support
processes are followed
• Takes ownership of issues/tickets when
intervention is necessary
• Plans issue resolution with Agents when
necessary
• Takes action when support process is not
followed, eg. Agent not responding to ticket.
• Responsible for continuous improvement of the
Helpdesk and Support processes
30th April 2007
Stephen McAllister and Philippa Strange
UKIROC Support Centre