Helpful Hints Issue Number 1-July 16, 2001 Issue Number 2-July 23, 2001 Printing a Problem/Change Record Updating Your Phone Number, Finding an Assignee Group Name Actions/Resolutions Change Process (.pdf format)
Issue Number 1-July 16, 2001
SERVICECENTER v3.0 Required Fields When Closing A Problem: Additional fields have been added to the closure form when closing a problem. When the "CLOSE" button is selected on a problem record, the Actions/Resolution tab will appear on the screen. Located on the right hand side of the screen are two fields in blue lettering: Resolution Category and Resolution Subcategory. These fields are required, and used for problem trending and analysis. Resolution Category: What category did this problem really pertain to? Example: Was it a desktop issue, with the software or the hardware? (desktop.hw or desktop.sw) It is important to correctly categorize the problem, so patterns of reoccurrence can be recognized Resolution Subcategory: Specifically what did the problem pertain too? Example: Was it an application issue? Was it related to a specific piece of hardware? The subcategory is not used to code what was wrong, but specifically howwas the problem related. A future enhancement will be the development and implementation of resolution coding. The resolution coding will code what was done to fix the problem for everyday type of occurrences. The last thing to add is the actual solution of the problem. What really fixed the problem? If someone had to read your solution to the problem, would they be able to fix it, if it occurred again? Try to remember to ask yourself this question when adding the solution of the problem.
Issue Number 2-July 23, 2001
SERVICECENTER v3.0 Changing the Status When Updating a Problem: The problem status field is located in the upper right corner of a problem record. When a problem is initially opened, the problem status reflects a status of " Open - Idle". This status indicates the problem has not been updated. Whenever you modify the problem record, the problem status must also be changed to reflect the current status of the ticket. The system will not allow any modifications until the status is changed. This is a required action. The message bar at the bottom of the screen will also indicate the status must be changed. At a quick glance, the problem status helps to determine if the problem has been updated. Status: - Work in Progress: problem is being worked on
- Pending Vendor: waiting on vendor for solution and/or part
- Pending Customer: waiting on customer for additional information
- Pending Other: does not meet any of the criteria listed above
Printing a Problem/Change Record In order to print, the printer selection should be set to "Client Printer" To set the printer, go to the FILE command at the top of the screen. Select PRINTING options. Select the checkbox marked "Client printer". Check to see what printer is defined. Select the client page setup box. The print setup screen will show what printer is defined. Ensure your printer name is in the NAME box. If not, click on the arrow and select the printer you wish to print to. Click "OK" on the printer setup screen to exit. From the Print Options box, select "OK" to exit
To print out a copy of your problem or change: For an incident record: Select the "green check mark" from the "confirm action screen". For a change record: Select Print change record, then select the "green check mark".
Updating Your Phone Number, Finding an Assignee Group NameYou can update your personal information in ServiceCenter, such as phone number, beeper number, and room number by selecting the
 "People and Assignment’s" button. The button is located on the right hand side of a problem record - (on the outside of the tab details). Select this button to find information on ServiceCenter operators. When selected, a listing of operators sorted by userid will appear on screen. Use the up and down arrows to scroll through the list for your operator record. To select your record, double left click on your name. You can now modify the phone number, or any other information listed in white boxes. If your beeper number has changed, please notify the Support Center when you modify it. This list is handy to have access to when you are trying to locate a phone number, or beeper number of another JHMCIS or HITS team member. The list also shows what assignment group a person belongs too. This might be helpful if you wanted to reassign a problem to another assignee, but are not sure what assignment group they belong too. You must know the group assignment name of the person, before you can successfully reassign a problem.
Actions/Resolutions All incident records contain a tab with the heading of Actions/ Resolution. There are two major fields located on this tab. Each field is for a specific type of information. The fields are:
CORRECTIVE ACTIONS: Any type of action or information related to the reported problem should be entered here. Information regarding contact with the customer, or actions of problem determination should be entered in this field. If the problem needs to be assigned to another person, text should be entered here explaining why the problem was reassigned. If the problem requires vendor interaction, and information regarding contact with the vendor should be entered here. SOLUTION: What actually resolved the problem should be entered here. Specific information in this field will help other support personnel resolve this type of problem the next time it is encountered. Also there is a "CANDIDATE for KNOWLEDGE BASE" checkbox located on this tab. Find yourself resolving the same type of problem over and over again? Then please enter good, solid, resolution actions, and check these fields so that others may search, review, and possible apply the same resolution. All support personnel have the ability to search the knowledge base, as well as view problems related to the customer in the past. On the CONTACT INFORMATION tab, there is a button marked, "Contact Related". When selected, you can view all problems reported by this customer in the past. You may find the problem you are working on has been reported and resolved before. The resolution could be exactly the same. | 
