Application Administrator Workspace

CCS Service Request for Microsoft SharePoint

Crow Canyon Systems, Inc. http://www.crowcanyon.com

http://www.sharepoint-applications.biz

Overview

The Application Administrator Workspace provides easy access to configuring the CCS Service Request

program. This Workspace allows an administrator to set up the Category, Issue Types, Templates; Notifications

for ticket creation, assignment, completion; Recurring Tickets; Service Level Agreements; Approvers; and Billing.

Accessing the Application Administrator Workspace Categories, Types, Templates Notifications Recurrence (Recurring Tickets) SLAs (Service Level Agreements) Approver Billing Links Accessing the Application Administrator Workspace

Each Service Area (IT Help Desk, Human Resources, Facilities, etc.) has its own Application Administrator

Workspace. This is accessed from the “Application Administration” link on the Quick Launch bar.

The “Application Administration” link brings up the Application Administrator Workspace.

The Workspace has five options on the right to access information and support for the application. Each image

can be clicked on to bring up that topic. Also, from the Workspace screen, one of the tabs can be chosen. These

are explained below.

CATEGORY/TYPE/TEMPLATES

The Tickets have “cascading drop lists” for Category and Issue Type. For each Category, there is an associated list

of Issue Types. The items in the Issue Type list are filled in after the Category is chosen. In addition, there is a

Template feature that puts text to be filled in into the Additional Information box on the ticket.

First set up the “Categories”.

Each “Category” item in the Category list uses this form:

Title -- Category name

Category Owner -- who gets notified when a new ticket matches both the Category and Priority settings on this “Category” form. This field can be left blank so that new ticket notification is not based on Category. This works in conjunction with the New Ticket Notification utility described in Notifications below. That utility is used to set new ticket notification for every new ticket. The Category Owner is used to set notifications by Category.

Priority -- used along with Category name to determine if the Category Owner should be notified when a new ticket is created with this Category and this Priority level. (“Any” = any priority, so that means the Category Owner would be notified for every ticket of this Category.)

Next, set up Issue Types and associate them with Categories. Templates can also be set up here.

Issue Type form:

Title—name of the Issue Type

Category -- the Category this Issue Type is associated with. That is, when the Category is chosen on the ticket,

this Issue Type will be one of the options that show up in the Issue Type list.

Staff -- Person to whom a new ticket is auto-assigned when this Category and Issue Type are chosen.

Approver – the Approver Definition associated with this Issue Type. See Approver below for more information.

Template --setup a template associated with this Category/Issue Type here, if appropriate. The format is simple text, for example:

Printer Location: Printer Name:

This “template” (the text) will show up in the Additional Information box on the ticket when this Category/Issue Type combination is chosen on a new ticket:

NOTIFICATIONS

Email Notifications on ticket events are set up on the “Notifications” tab. These events are:

1) Ticket Creation – “New Ticket Utility”. This sets the Auto-reply to the Requestor as well as the email notification to Staff whenever a new ticket is created, whether directly in SharePoint or by the requestor sending in an email.

2) Ticket Assignment – “Notification on Ticket Assignment”. This sets who gets notified when a ticket is assigned.

3) Ticket Completion – “Notification on Ticket Completion”. This sets who gets notified when a ticket is completed.

4) Response from user to Email Update – “Notification on Incoming Email”. This determines if the assigned person is notified when a user replies to an email update about the ticket.

New Ticket Utility/New Ticket Notification – notifications on ticket creation

Title – do not change

Notify Requester – Yes/No as to whether to send an Auto-Reply to the person creating the ticket

Notify Staff – what email address(es) to send an email to when a new ticket is created

Notify Additional Contact – if “Additional Contact” is filled in on the new ticket, this is Yes/No as to whether to send the email to that contact also.

Mail Subject – sets the Subject of the notification email

Mail Body – sets the Body of the notification email

The formatting of the Subject and Body are in HTML, with fields from the new ticket entered as <<field name>>, such as <<Title>> for the Mail Subject.

Notification on Ticket Assignment

Title – do not change

Notify Requester – Yes/No on whether to send a notification on ticket assignment to the person who created the ticket

Notify Additional Contact – if “Additional Contact” is filled in on the ticket, this is Yes/No on whether to send the email to that contact also.

Notify Staff – Yes/No on whether to send an email to the person getting the ticket assignment (a staff member)

Mail Subject – sets the Subject of the notification email

Mail Body – sets the Body of the notification email

The formatting of the Subject and Body are in HTML, with fields from the new ticket entered as <<field name>>, such as <<Title>> for the Mail Subject.

Notification on Ticket Completion

Title – do not change

Notify Requester – Yes/No on whether to send a notification on ticket completion to the person who created the ticket

Notify Additional Contact – if “Additional Contact” is filled in on the ticket, this is Yes/No on whether to send the email to that contact also.

Notify Staff – Yes/No on whether to send an email to the person to whome the ticket is assigned (a staff member)

Mail Subject – sets the Subject of the notification email

Mail Body – sets the Body of the notification email

The formatting of the Subject and Body are in HTML, with fields from the new ticket entered as <<field name>>, such as <<Title>> for the Mail Subject.

Notification on Incoming Email

Title – do not change

Notify Staff -- A simple Yes/No as to whether the Assigned Person on a ticket is sent a notification when a user

replies to an update about that ticket.

RECURRENCE

There are two lists here:

1) Recurring Schedule – sets when the ticket will recur: daily, weekly, monthly, or yearly. 2) Recurring Tickets – a list of the tickets that will recur. These could be considered “templates” of a ticket.

When a Recurring Schedule is set up, one of the Recurring Tickets is chosen as the ticket to create when that

recurrence time occurs. The first step is to set up a ticket (the ticket template) in the Recurring Tickets list. After

that, the Recurring Schedule is set up to determine when this ticket should be generated in the Tickets list.

Recurring Ticket

Open a new item, add content to the fields as needed, then save it. This will put it into the Recurring Tickets list.

Recurring Schedule

Title -- name of this Recurring Schedule item

Recurring Ticket -- drop list of the Recurring Tickets. Choose the one that will recur on this schedule.

Target List -- list where the ticket will be created

Recurrence Pattern -- choose one of the options

TABS: Daily, Weekly, Monthly, Yearly – set up the schedule on the tab that applies (the one chosen in the

Recurrence Pattern). Here is the Daily tab as an example. The tabs are self-explanatory.

SERVICE LEVEL AGREEMENTS (SLAs)

(“Service Level Agreements” is an optional module. It will be activated if purchased.)

For SLAs, there are two lists:

SLA Definition – sets up when response due and due date are and when escalation occurs, as well as

who should be notified when these dates/times are exceeded.

SLA Implementation – sets up the criteria that trigger an SLA Definition will be applied. An SLA

Definition is associated with the Implementation. When a newly created ticket meets the criteria on the

Implementation, the associated Definition is applied.

First, create SLA Definitions.

Title -- name of SLA Definition

Rank -- Considered when more than one SLA Definition matches the criteria set in the SLA Implementation. Rank

of 1 is highest.

Resolved In -- Used to calculate Due Date on the Ticket. If the new ticket matches the criteria on an SLA

Implementation, the Due Date on the ticket will be set to Resolved In + Created Time of Ticket. Resolved In is in

Hours:Minutes format.

Response Due -- Used to calculate Response Due on the Ticket. If the new ticket matches the criteria on an SLA

Implementation, then the Response Due on the ticket will be set to Response Due (from SLA Definition) +

Created Time of Ticket. Response Due is in Hours:Minutes format.

Overdue Notification –The email address of who to send an alert to when a ticket is overdue. The "Overdue

Notification" field in the new Ticket will be auto-filled with this address if an SLA Implementation matches.

Escalation Time -- If a ticket is both overdue and not completed, the Escalation Time is used to determine when

to send an escalation alert. This field is used to calculate Escalation Time in the Ticket. If SLA Implementation

item matches to the currently submitted ticket, the Escalation Time in the Ticket will be set to Resolved In +

Escalation Time + Created Time.

Escalation Email --If a ticket is not closed and the escalation time is exceeded, an alert will go to Escalation

Email.

With one or more SLA Definitions in place, create SLA Implementations that will kick off when a new ticket

meets the criteria.

Title -- name of Implementation

Category -- what Category on the new ticket matches this Implementation (None = all Categories)

Issue Type -- what Issue Type on the new ticket matches this Implementation. (None = all Categories)

Priority -- what Priority on the new ticket matches this Implementation

SLA -- select the SLA Definition

Requester -- what Requester on the new ticket matches this Implementation

APPROVER

A ticket can be set to require approval. First, an Approver Definition is set up. This determines who the approver

is , who gets notified, and other details explained below. Next, the Approver Definition is tied to an Issue Type.

When a ticket with the Issue Type is created, approval will be needed as per the Approver Definition selected.

Create an Approver Definition for each type of approver required:

Title – Name of this Approver Definition (will show up on list in Issue Type)

Manager is Approver – The Manager of the Requestor is automatically added to the ticket as the Approver (the

Manager name is pulled from Active Directory for that user.).

Approver – Select or add one or more names here to indicate who the approver(s) should be

Notify on Approval – Who gets notified when the Approver(s) approve the ticket.

Notify on Deny – Who gets notified when the Approver(s) deny the ticket.

Notify on Sendback – Who gets notified when the Approver(s) send the ticket back for more information.

Approve if – One of two choices can be selected

Once the Approver Definition is set up, it can be added to the Issue Type. This Issue Type list is the same list as

under the tab “Category/Type/Templates”. Note the Approver box with a drop-down list of Approver

Definitions.

BILLING

Billing can be used on the Time Tracking tab on the Tickets. A Billing Level determines the cost per hour. The

Billing Module is used to configure Billing Levels. Each item in the Billing Module list corresponds to a Billing

Level.

Time Tracking tab on Ticket:

Billing Module:

Title – name of Billing Level that appears in the Billing Level drop-down list on the Ticket

Billing Rate – the amount per hour for this Billing Level

Billing Increment – how the Billing is calculated

LINKS

This is a collection of Hyperlinks to other web sites or pages. These links can be changed at any time.

To change the list, click Admin Links: