TEAM Helpdesk Procedures

# 

# Introduction

The TEAM Help Desk Procedures documents the procedures used to request
services for production on the TEAM system. This document is intended to
provide the procedures to request support and/or services for TEAM users
along with the response, resolution and closure processes.

# 

# Services In Scope

These procedures are intended to provide the means for request and
documentation of support and services required to support the TEAM
application. In particular, these procedures address the Help Desk
process for the support of the following issue types: Level 1, Level 2,
Reports, Application, and Enhancements.

The procedures within this document describe the process for requesting
and resolving support requests, including the following:

-   Questions, Passwords, etc.

-   Performance management, data fixes, etc.

-   Application connectivity and availability

# Hours of Support

All problem resolution occurs during normal support hours. These normal
support hours are Monday through Friday, 8:00 AM -- 5:00 PM Eastern
Standard Time -- EST excluding federal holidays.

TEAM Help Desk Contact Info:

Tel: xxx-xxx-xxxx

Email: team.helpdesk@fta.dot.gov

# TEAM Help Desk Organization

The TEAM Help desk uses a tool, called Change Management System (CMS)
for managing, recording, and tracking all request issues.

CMS is a tool used by the TEAM Helpdesk to manage all issues effectively
and efficiently. CMS allows Helpdesk staff to track and prioritize all
issues that are entered into the system. Depending on the type and
method in which the issues is received, the issue will go through
multiple status changes and be resolved by individual(s) that
corresponds with the level of the issue that is assigned. The CMS tool
can be located online and allows authorized users remote access with a
valid user name and password.

All users may request support via phone, email, voicemail or conference
call for the following services:

-   Business Process Support

-   Data Support

-   Application Functional Support

-   Application / Report Operations Support

-   Application Enhancement Support

For user requested services, a multi-tier Help Desk approach will be
utilized. The first level of support, Level I, will identify and route
all requests, including Business Process and End User questions. Level
II is responsible for analysis and resolution of technical, application
design or application business process and other system-related
problems. Application / Report or Enhancement is the appropriate vendor
Help Desk and is responsible for application enhancements and
development.

## Level I Issue Level I issues are mainly requests for user interface issues. Some examples are questions about the business process, application usability, and password or login information. 

## Level II Issue Level II issues are mainly request that require any application functional issues; data fixes, table errors, or field entry data.

# 

# Report Issue

Report issues are mainly requests about reports not processing or
displaying properly.

# Application Issue

Application issues are mainly issues on screen display or any
malfunction of system.

# Enhancement Requirement

Enhancement requirements are requests that require additional or new
coding in development for new functions or processes.

+----------------------+-----------------------+----------------------+
| Types of Support     | Examples              | Supported By         |
+======================+=======================+======================+
| Level I              | Providing desktop     | Help Desk Staff      |
|                      | hardware/software,    |                      |
|                      | IDs and passwords to  |                      |
|                      | IFMP applications     |                      |
+----------------------+-----------------------+----------------------+
| Level I              | Answering user        | Help Desk Staff      |
|                      | questions on process, |                      |
|                      | procedure or how to   |                      |
|                      | use the application.  |                      |
|                      |                       |                      |
|                      | Business policies and |                      |
|                      | procedures            |                      |
+----------------------+-----------------------+----------------------+
| Level II             | Hardware acquisition  | DBA / Developer      |
|                      | and maintenance       |                      |
+----------------------+-----------------------+----------------------+
| Level II             | Perform software      | DBA                  |
|                      | configuration tasks   |                      |
|                      |                       |                      |
|                      | Data correction to    |                      |
|                      | allow a transaction   |                      |
|                      | to flow successfully  |                      |
|                      | through the system    |                      |
+----------------------+-----------------------+----------------------+
| Report Issues        | Development of        | Developer / FTA      |
|                      | queries and reports   |                      |
+----------------------+-----------------------+----------------------+
| Application Issue    | Monitoring            | Developer / FTA      |
|                      | availability and      |                      |
|                      | performance of the    |                      |
|                      | system                |                      |
|                      |                       |                      |
|                      | Vendor relationship   |                      |
|                      | management            |                      |
+----------------------+-----------------------+----------------------+
| Enhancement          | Implement new         | Developer / FTA      |
| Requirement          | business              |                      |
|                      | functionality         |                      |
+----------------------+-----------------------+----------------------+

# Issue Management

### 

### Definition

Issue management is the procedure by which a user request (CMS Service
Request) related to the in scope applications is communicated to the
Team Help Desk Center. Problem Processing has several objectives that
include:

-   To provide a means for servicing Service Request

-   To formally record and document each Service Request in the help
    desk system (TEAM Change Management System)

-   To classify Service Request in order to assign the right resources
    at the right time

-   To evaluate the potential (and actual) impact of each Service
    Request

-   To ensure the appropriate approval and cross departmental consensus
    is obtained to carry out the Service Request

-   To route Service Requests to the appropriate area for handling

-   To keep the user and the involved parties aware of the status of the
    Service Request

### 

### Service Request Steps 

### Requestor determines problem or need.

### Requestor contacts Help Desk if appropriate via phone, email, voice mail or conference call.

### The Help Desk receives the request issue from user and enters all information related into the TEAM Change Management System.

a.  Open CMS

b.  Enter Username and Password to Log in to CMS

c.  Click on Create Request on the left side pane

d.  Enter all user contact and issue request information

e.  Add any notes as necessary regarding issue request

### The Help Desk determines what type of issue is being requested and assigns an issue type in the CMS. Depending on the issue type, the request will be assigned to the person who will resolve the issue by the Help Desk.

a.  If the Request Issue is a Level I type, then the Help Desk staff
    will resolve the issue and close the request immediately.

b.  If the Request Issue is a Level II type, then one of the developers
    will resolve the issue by developing, testing, and then closing the
    request.

c.  If the Request Issue is a Report, Application, or an Enhancement
    Issue, then the issue will have to go through an approval process by
    the FTA and then depending on the FTA's response, the help desk will
    proceed with assigning the request to a developer or closing the
    request without resolving the issue.

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1.  Either the Help Desk staff or the person who is assigned the issue
    request then beings the resolution or system change procedures.

# Issue Resolution

### 

### Definition

> Issue resolutions are steps taken to resolve any issue request by
> users in a specific manner to assure quality. Issue resolution
> requests can originate in any area of TEAM, and must be directed to
> the Help Desk Center through the Issue Management Procedure

# Steps

Level I issue resolving

1.  Team Help Desk staff will resolve issue immediately. Answering
    questions or providing login information.

2.  Once issue is resolved, the Help Desk will close the issue
    immediately and notify the customer via email if needed.

Level II issue resolving

1.  The assigned DBA will resolve the data issue requests.

2.  The DBA will go into the tables of the QA (*current day only*)
    database and make the correct data changes that are necessary.

3.  Once changes have been made in the QA database, the data fix is then
    tested by the DBA.

4.  If the issue is resolved the database file is moved to the
    production database and is again tested for quality assurance.

5.  The DBA now proceeds with the issue request closing process.

Application / Enhancement / Report issue resolving

1.  The assigned developer will resolve the issue request that involves
    code changing.

2.  The developer will contact the FTA for approval to work on request
    issue.

3.  Approval from FTA

    a.  If FTA approves:

        i.  The developer will add, modify, or delete code that is
            necessary in the developer's site.

    b.  If FTA does not approve:

        i.  The request is closed and the user is notified with reason
            the request could not be resolved.

4.  Once approved, the developer will modify, add, or delete any code in
    the developer's site.

5.  All the code changing takes place in the developer's site and then
    is moved to the Staging database (*Copy of QA data*)

6.  Once code is in the Staging database, 2 or more people then test to
    make sure issue is resolved.

7.  If the issue is resolved, the code is moved to the QA database and
    then reviewed by the project leader.

8.  The project leader will then contact FTA for final approval for any
    application or enhancement issues in the system.

9.  Once the issue is resolved and approved by the FTA, the developer
    will proceed with the closing process.

# Service Request Closure

### 

### Definition

The closure procedure defines the steps required to inform the user
community that the Issue Request is closed and the status of the
request.

### Steps

1.  Once an issue is resolved and approved, the assigned person will go
    into the CMS, mark the issue as fixed and document any information
    about what was done and the status of the request. Documentation
    required for closing a request is entered such as, completion
    timestamp, description of work or resolution, user who performed
    testing and sign-off, etc.

2.  The Helpdesk or person who resolved the issue will then contact FTA
    to officially close the issue request.

3.  The Helpdesk or person who resolved the issue will then contact the
    requestor, and inform them that the problem is resolved.

4.  The issue is resolved and closed.