Meeting: DTS Service Desk Workflow

[dianamartin]

Participants

• Jaime, Scott, Reedy, Diana

Agenda

• Discuss the service desk workflow

[dianamartin]

Diana's Notes

ATD_IT queue - ServiceNow

Historically

• Added Jaime - fulfiller
• Add everyone to ServiceNow to manage the ticket?

GIS SPOCs - Account Request form

• GIS SPOCs in ServiceNow
• GIS SPOCS could fill out tickets
• They're not fulfillers

CURRENT WORKFLOW

• Anything that ATD_IT, both Scott and Jaime emails
• Assigned to group, members get notification
• Assign themselves or re-assign
• AMANDA related, forward the email to Tracy so she can review if needs to be re-assigned to AMANDA CTM Support

Scott preference

• Emails and phone calls
• Not tracking work (not documented)
• Slack stand-up
• Service Now (CTM)

Jaime preference

• Emails and phone calls
• She create GitHub issues

CTM ISSUES

• Password resets
• Locked Accounts
• Expired passwords
• Voicemail passwords
• Enterprise IT purchases: CTM purchasing
  • PC purchases, Printer requests (Scott has to review them first, then Scott created a CTM ticket)
• Printer Issues
• Enterprise application issues (ROWPACT, AMANDA, GeoCortex, ArcGIS Online)
  • if application is down or acting strange
• Outlook Distribution List
  • Adding people to lists/removing
• Creating email accounts
• Folder rights (security)
• Needs MS Teams capability to have phone number

DTS ISSUES

• Plotter issues - Jaime
• GIS - ArcMap, ArcGIS Online - Jaime
• GIS Account Creation/GIS Database access - Jaime
• Software Issues
  • Software deployment - Scott
  • Software troubleshooting - Scott
• Hardware Issues
  • Laptop camera is not function - Scott
  • Deploying laptops
  • Tablets - Diana/Scott
  • Pagers - Scott
  • Paging system - Scott
  • Ordering enterprise equipment (Scott to review)
  • MiFis, Cell phones, Radios
  • Need technical equipment (docking station, monitors, towers)
• License Manger - Scott
  • specialized software: AutoCAD, BlueBeam, TrafficWare/Syncro
• Minor moves and equipment
• Knack applications (Finance & Purchasing, Data Tracker, Signs & Markings, Banners, TDS, Human Resources) - Diana & Surbhi
• Create MS Teams, SharePoint site - Diana

Suggestions

• Drop down menu (of all CTM stuff)
• Tell users when to use ServiceNow
• Add "Red" banner to DTS Portal Service Request form

Action Item

• Stephanie to pull 6 months worth of CTM ServiceNow resolved tickets from ATD to see what they work on so we can define that CTM list
• Set up meeting with John about the overall workflow process

[moorerst]

@johnclary we had a good meeting with Jamie and Scott. These are the meeting notes

[moorerst]

@dianamartin @johnclary here is a report from Service Now of incidents for Department Austin Transportation Closed in the last 6 months by any group Not ATD_IT

ATD.incidents.closed.by.group.not.ATD_IT.for.last.6.months (1).xlsx

I put a filter on Sub Category to get an idea of the different incident categories but i have not analyzed the specific details yet

[dianamartin]

@moorerst @johnclary

I put the spreadsheet into a pivot table to extract the Categories and Sub categories

Categories

Business Applications and Services Communications Employee Services Hardware Hardware Services IT Infrastructure IT Infrastructure Services Security and Access Software Software Services

Sub Categories

Account Request Active Directory Adobe (Other) Adobe Acrobat Amanda Amanda Browser AMANDA Portal 39 AnyConnect Avaya Call Forwarding 29 AW Application (Other) Banner Browser COACD Citrix 12 COACD Domain Conference Bridge CSR Data Desktop Device Device eAccess 16 Email 17 Fax Hardware File Services GIS GIS-Addressing GIS-Data Request GIS-Map Requests GIS-Web 16 GoToMyPC Hard Drive Hardware (Other) Internet Intranet LAN Access 8 Laptop Device 12 Malicious Threat 8 Microsoft Access Microsoft Excel Microsoft Exchange Server Microsoft Office 365 Microsoft Outlook Microsoft SharePoint Enterprise Microsoft Teams Microsoft Windows Operating System Microsoft Word 32 Monitor NetMotion 10 Network Printer Password Reset Phone 21 PNTS - Public Notification Tracking System Printer ProjectDox Remote Desktop Connection Security Requests ServiceNow Software (Other) 12 Spam - Unwanted/Unsolicited email Support System Software Television Training 19 TWS BAM Jobs - Business Applications Management Voice Application (Other) Voicemail 6 VPN Web Design/Development WebEx

[moorerst]

Follow up meeting to be scheduled with a week. Giving us time to review the report from Service Now of tickets closed for ATD by CTM so we can create a better list of what customers would contact CTM to handle.

[moorerst]

Sample of high level categories for CTM Request

• Account Management (COACD) Account locked/disabled Password reset Folder Permissions (G: drive)

• Amanda Portal Browser Folder Access Attachments

• Enterprise Applications Banner CSR ServiceNow Project Dox Outlook eAccess

• Voice/Phone Voicemail Conference Bridge Call Forwarding

• Remote Access Netmotion Citrix GoToMyPC

• GIS Addressing Data Request Map Requests Web 16

• Security Spam - Unwanted/Unsolicited email Malicious Threat

• Hardware Printer AV

[dianamartin]

@moorerst Should we close this issue now that we have our notes in it? We can create the new issue for our meeting next week and just link it.

[moorerst]

@dianamartin yes we can close it. Issue 3127 is for the upcoming meeting and is linked to this issue.