Step by Step Guide to Call Resolution
Managing Calls on USVD
User Guide
INDEX
Difference between Incident, Problem, RFS and RFC…………….
How to Login …………………………………………….……………
Main Window …………………….……………………………………
* Announcements……………………………………………… * Scoreboard (Update Counts)…………………….…………..
How to Search for Data……………………………………………….
* Using the Search feature from the menu bar………………… * Using “GO Resources”…………………………………………. * Using “Quick Profile”.……………………………………………
Opening a Call/USVD…………………………..…………………….
How to log a call (Incident, RFS & Problems) using the “GO” Resources
Updating a Call …………………..…………………………………. .
* Transferring a Call………….……………………………………..
* Changing the Status……………………………………………… * Call Statuses………………………………………………….. * Status Transitions……………………………………………..
* Call closure…………………………………………………………
* Logging a Comment………………………………………………
* Escalating a Call…………………………………………………..
* Sending a Manual Notify…………………………………………
* Scheduling a Callback…………………………………………...
Parent/Child Relationship…………………………………………….
Difference between Incident, Problem, RFS and RFC:
An Incident is a service interruption or degradation. The primary objective of incident management is to restore services and minimize impact to the business. “Basically the error prevents the user from working.”- Candidate A Request (Request for Service) is the addition or modification of approved, supported or base-lined hardware, network, software, application or system that does not have a significant impact to the business – hence do not require prior approval. This could be the PC installations, new user registration, password resets, etc. A Change (Request for Change) is changes applied to the business infrastructure. This could be the addition, modification or removal of approved, supported or base-lined hardware, network, software, application, environment or system. Requests for Change require
User Guide
INDEX
Difference between Incident, Problem, RFS and RFC…………….
How to Login …………………………………………….……………
Main Window …………………….……………………………………
* Announcements……………………………………………… * Scoreboard (Update Counts)…………………….…………..
How to Search for Data……………………………………………….
* Using the Search feature from the menu bar………………… * Using “GO Resources”…………………………………………. * Using “Quick Profile”.……………………………………………
Opening a Call/USVD…………………………..…………………….
How to log a call (Incident, RFS & Problems) using the “GO” Resources
Updating a Call …………………..…………………………………. .
* Transferring a Call………….……………………………………..
* Changing the Status……………………………………………… * Call Statuses………………………………………………….. * Status Transitions……………………………………………..
* Call closure…………………………………………………………
* Logging a Comment………………………………………………
* Escalating a Call…………………………………………………..
* Sending a Manual Notify…………………………………………
* Scheduling a Callback…………………………………………...
Parent/Child Relationship…………………………………………….
Difference between Incident, Problem, RFS and RFC:
An Incident is a service interruption or degradation. The primary objective of incident management is to restore services and minimize impact to the business. “Basically the error prevents the user from working.”- Candidate A Request (Request for Service) is the addition or modification of approved, supported or base-lined hardware, network, software, application or system that does not have a significant impact to the business – hence do not require prior approval. This could be the PC installations, new user registration, password resets, etc. A Change (Request for Change) is changes applied to the business infrastructure. This could be the addition, modification or removal of approved, supported or base-lined hardware, network, software, application, environment or system. Requests for Change require