University of Connecticut

University Information Technolgy Services

Help Center - UITS

CA - Unicenter Service Desk (USD)
Problem Management Training

Log in to USD

1. To log in to the problem and change management system (USD), type the following URL http://help1.uits.uconn.edu using your preferred web browser.

   

2. Click on the button.

   

3. Type in your NETID and your NETID Password and click Login.

Problem Tickets

Creating a new problem ticket:

1. From the main screen Service Desk tab, click on File and then choose New Problem from the drop down menu.

   

2. Enter the information in the following fields.

   NOTE: Fields highlighted in green are required fields and must be filled out.

   • Affected End User: Identifies the customer, group or building location that is experiencing the problem. This is a required field.
   • NETID – NETID of affected end user will populate automatically in the NETID field when the ticket is saved.
   • Problem Area – This identifies the problem. This is a required field.
   • Status: Indicates the current status of the problem.

     Closed	Status used as final closure.
     Researching	Investigating or looking for information to assist customer.
     Closed - Unresolved	Problem fixed itself.
     Open	Ticket has been created.
     Problem fixed	Used to call customer back to verify problem was fixed.
     Work in progress	Ticket is actively being worked on.
     Acknowledged	Status confirms receipt but no activity has started.
     Watch	Problem may not be resolved. Watch for resurfacing.
     Scheduled	Work is scheduled or an appointment has been scheduled.
     Call back	Attempts to contact the customer back within 24 hours.
     On Order	Waiting for equipment or parts.
     Updated	Customer responded back with more information and ticket was updated.
     Walk In	Walk in customer being helped.

   • Priority: Indicates precedence. This is a required field.

     1	Urgent	Takes precedent over any other problem.
     2	High	Efforts to resolve should be applied quickly.
     3	Medium	Apply a resource to prevent escalation of issue.
     4	Low	Should be resolved last.
     5	None	None.

     Items under the Detail information bar:

   • Reported by: Shows the analyst that created the problem ticket.
   • Assignee: Identifies the UITS staff person who assumed responsibility for the problem request.
   • Group: The UITS group (or organization) that assumed responsibility for the problem request, the Assignee must be associated with this group. Individuals may be assigned to one or more groups.
   • Configuration Item: For assets; not currently using them.
   • Severity:

     1	System Dn	System is down and unusable
     2	Critical	Problem is critical
     3	Limited Use	Problem is causing limited use.
     4	Not critic	Problem is not critical.
     5	No Impact	None.

   • Urgency: Currently not being used.
   • Active? System generated.
   • Change: Clicking this button will bring you to a search page for changes.
   • Charge Back ID: Not currently being used by UITS.
   • Call Back date/time: Date/time ‘reminder ’ to call back customer.
   • Root Cause:

     Hot Issue	Represents a major system outage
     Information	Customer is looking for information
     Problem	A problem is being reported
     Process	An error in a process/procedure
     Request	A request for work to be performed
     Training	Identifies a need for some training

   Items under the Summary information bar:

   • Summary: Brief description of the problem.
   • Description: Detailed description of the problem.

     Items modified by the system:

     Open date/time: Date/time that the problem ticket was opened.
     Last modified: Date that the problem ticket was last modified.
     Close date/time: Date/time that the problem ticket was closed.
     
3. After filling in the needed information click the button at the top of the screen.

   

4. After clicking on save you will see a message that the save was successful followed by the problem ticket number as shown in the screen above. ()

Searching for a Problem ticket:
NOTE: There are several ways

You can view All assigned and unassigned Problem tickets using the Scoreboard.

If a Problem is assigned to you, click on the + sign next to “My Queue” to expand the list of items and then click on “My Problems”.

To view Problems assigned to others click on the + sign next to “My Problems” then click on the + sign next to Assigned or Unassigned.



1. From the Problem List screen, choose the ticket you want to view by clicking on the underlined number in blue.

   

2. If you do not own the ticket (it is assigned to someone else) you can search for the ticket by clicking on the Search tab and choosing Problems from the drop down menu. This will open the Change Order Search window as shown below.

   

3. To search for a particular ticket:
   1. Make sure the main problem search window displays Problem (other options are by assignee, group, status, etc.)
   2. Type in the ticket number in the text box to the right of the Problem status. Be sure to type in the entire ticket identifier, including the prefix (for example, RIP451).
   3. Click the Go button to view the ticket.
      ()

Editing a problem ticket:

1. Open a ticket using the search information. Click on the button to work on the ticket.

   

2. Make the changes you desire, then click the button.

   

3. A message, Save Successful, followed by the ticket number and a message that the ticket has been updated will appear on the screen. ()

Updating and/or Logging a Comment

The Activities menu allows you to perform several different functions, such as updating the status of your tickets, logging comments in your tickets, and transferring your tickets to another assignee or group.

1. To update a ticket click on the Activities menu and choose Update Status from the drop down menu. You will see the following screen.

   

2. To update the status of a ticket, click on New Status and choose the appropriate status for the ticket. You can then add more information or the reason why you are changing the status of the ticket in the User Description box. When you are finished, click on the button.

   

3. To log a comment in the ticket from the main screen click on the Activities menu and then choose Log Comment from the drop down menu. The Create New Activity for Change Order xx (where ‘xx’ is the change order ticket number) screen will appear as shown below.

   

4. Enter in your comments under the User Description Field and then click the button.

Manual Notification to an Individual(s)

The manual notify option allows you to electronically notify a person or group that they have a ticket assigned in their name/group.

1. From the main window, click on the Activities menu and then choose Manual Notify from the drop down menu.

   

2. Click on to choose the person you want to notify.

   

3. Type the last name of the person and then click the to locate their name.

   

4. Highlight the name of the person you want to notify by clicking on their name. Click the double arrows () to add them to the contacts screen. Now click the button to bring up the Manual Notification screen shown below.

   

5. You should see the persons name populated in the Recipents window. If you want to notify more then one recipient, repeat the steps. Once you have all the people you want to notify listed in the Recipents window click on the to send the notification.

Manual Notification to a Group

1. As before, click on the Activities menu, choose Manual Notify from the drop down menu and click the button to choose the group you want to manually notify.

   

2. In the Contact Search window under the Contact Type drop down menu choose Group and then click the button.

   

3. Scroll through the contact list menu and highlight the group you want to notify. Click the double arrows () to add them to the contacts screen. Now click the button.

   

4. You should see the group populated in the Recipents window. If you want to notify more then one group, repeat the steps. Once you have all the groups you want to notify listed in the Recipents window click on the to send the notification.

Transferring a Ticket to Another Assignee or Group

1. From the main ticket screen choose, Transfer from the Activities drop down menu.

   

2. If you would like to transfer the log to a New Assignee within the same group, select (highlight) a New Assignee and select the name of that person from the list presented. If you would like to transfer the log to someone in a different group, select (highlight)or the New Group option. Click the button.

Creating a change from a problem ticket:

From the main screen, open the Problem Ticket you would like to make into a Change Ticket



1. Click on the .

   

2. Fill in the required information then click on the button.

   

3. Your problem ticket has now been converted to a change ticket.

Miscellaneous Information

What are all the tabs at the bottom of tickets?

For Problem tickets here is a brief explanation of the tabs:

1. Activities: The Activities will show the history of the Problem such as status changes, transfers, logged comments, changed information in the Request. It also shows the initial creation of a ticket. It shows the time and date that all activities took place.
2. Event Log: – not used at this time
3. Attachments: – documents can be ‘attached ’ to the ticket, such as emails, error messages or additional documentation.
4. Service Type: - not used at this time.
5. Attached Incidents: If this problem has any related tickets then the problem ticket would act as a ‘parent ’ and the additional requests would be attached to the ticket as ‘children ’ of the ticket because they are related to the initial problem.
6. Parent/Child: Shows the parent/child relationship between tickets.
7. Properties: - depending on the Request Area, there may be questions asked that must be answered prior to saving the ticket. Properties are used to help the analysts gather all the needed information for the problem or request.

If you have additional questions concerning how to use the USD system please call the UITS Help Center at 860-486-4357 (option 3) or email them at helpcenter@uconn.edu and ask them to open a ticket for the USD group. Give them a brief explanation of what you would like assistance with and be sure to get the ticket number before hanging up in case you need to contact us back.