# Presentation: 089013

## HEAT Software 

***Introductory Training***

**Notes:**
Purpose
This presentation is intended to assist in the training of the general IHS staff in the use of HEAT software.  The sequence of information is presented from that point of view, rather than the sequence that would be used by the Help Desk.

## Agenda

- HEAT Ticket Process
- Using HEAT
- All About Working Tickets
- Acknowledge the Ticket
- Ensure it is correctly assigned to you
- Reassigning the ticket
- Working the Ticket
- The Tabs
- Closing the Ticket
- Opening a Ticket

## Introduction

**HEAT consists of two main components.**
**Call Logging**
- Tickets are worked in Call Logging.
**Alert Monitor**
- Alert Monitor notifies the technician when tickets have been assigned.
- HEAT is fully customizable.
- It provides all the tools you need to log and resolve calls, store information about customers, track information about performance, and generate detailed reports.
- HEAT tickets, also referred to as call records, provide a complete record of a problem, service request, or change request from a customer.

**Notes:**
HEAT is a collection of modules that work together to provide a comprehensive service and support solution for the OIT Help Desk.  
HEAT is fully customizable.  
It provides all the tools you need to log and resolve calls, store information about customers, track information about performance, and generate detailed reports. 
HEAT tickets, also referred to as call records, provide a complete record of a problem, service request, or change request from a customer.

## HEAT Licenses 

- HEAT should be open *only* when you are working a ticket.
- HEAT uses concurrent licensing. That means enough licenses to cover the estimated number of technicians working tickets at the same time.
- Technicians are not expected to be logged in to HEAT continuously – that is the purpose of Alert Monitor.

**Notes:**
HEAT should be open only when you are working a ticket.
HEAT uses concurrent licensing. That means enough licenses to cover the estimated number of techs working tickets at the same time. 
Techs are not expected to be logged in to HEAT continuously – that is the purpose of using the Alert Monitor.

## Roles and Responsibilities

- Technicians
- Work and close tickets
- Perform timely and complete status updates, including updating tickets and communicating with customers
- Open tickets
- Help Desk Analysts
- Open and assign Help Desk tickets
- Receive and monitor help desk tickets
- Send IHS-wide announcements
- Notify unit points of contact as needed
- OIT Customers
- Provide information necessary for timely resolution of problem and service requests.
- Additional information is available in *Help Desk Ticket Escalation Procedures*

**Notes:**
Technicians
Resolve problems and complete requests.  They perform timely and complete status updates, including annotating help desk tickets and communicating with customers. 
Help Desk Analysts
Receive and monitor help desk tickets
Send IHS-wide announcements
Notify unit points of contact as needed
OIT Management
Monitors staff performance
OIT Customers
Provide information necessary for timely resolution of problem and service requests.
*Additional information is provided in the “Help Desk Ticket Escalation Procedures, Standard Operating Procedures” 

## Ticket Process

- Customers are expected to use the Tier 1, Tier 2, and Tier 3 process for IT support.
- Field support requests for Tier 3 problems and services should originate from the associated Area IHS office.
- Requests for Tier 3 support from field units will be directed back to the associated Area office for initial support.
- Tribal sites who take all their area shares are expected to call OIT directly for Tier 3 Support.

**Notes:**
Customers are expected to use the Tier 1, Tier 2 and Tier 3 process for IT support.  
Field support requests for non-critical problems and services should originate from the associated Area IHS office.  
Requests for Tier 3 support from field units will be directed to back to the associated Area office for initial support.

See the OIT Customer Service Handbook for more information.

## Tiered Support

**Tier 1 Support:**  Provided by the site level. Basic level of customer support related to IT hardware, software, and telecommunications.  Examples would include reset of passwords, desktop support, and installation of new telephones.
**Tier 2 Support:**  Provided by the Area IT office. Intermediate level of customer support related to IT hardware, software, and telecommunications.  Examples would include assistance in the installation of software, updates, and patches; installation of LAN equipment, ordering of new circuits.
**Tier 3 Support:**  Provided by IHS OIT. Advanced level of customer support related to IT hardware, software, and telecommunications.  Examples would include troubleshooting of IHS-developed software bugs, maintenance of OIT-managed servers and WAN equipment and circuits.
**Additional information is available in the**** *****OIT Customer Service Handbook****.*

**Notes:**
Tier 1 Support:  Tier 1 support is provided by the site level.  Tier 1 is the basic level of customer support related to IT hardware, software, and telecommunications.  Examples would include reset of passwords, desktop support, and installation of new telephones.
Tier 2 Support:  Tier 2 support is provided by the Area IT office.  Tier 2 support provides an intermediate level of customer support related to IT hardware, software, and telecommunications.  Examples would include assistance in the installation of software, updates, and patches; installation of LAN equipment, ordering of new circuits.
Tier 3 Support:  Tier 3 support is provided by IHS OIT.  Tier 3 support provides an advanced level of customer support related to IT hardware, software, and telecommunications.  Examples would include troubleshooting of IHS-developed software bugs, maintenance of OIT-managed servers and WAN equipment and circuits.

*Additional information is available in the OIT Customer Service Handbook.

## Ticket Lifecycle

- A request from a customer to solve an IT or telecommunications problem, or to provide a service, initiates a ticket.
- This request should be made directly to the OIT Help Desk.
- Additional information is available in the *OIT HEAT User Guide.*

**Notes:**
A request from a customer to solve an Information Technology (IT) or telecommunications problem, or provide a service, initiates a ticket. This request is either made directly to the OIT Help Desk or submitted by the customer using the Help Self Service (HSS) web interface.

While the assignments and actions for each ticket will be unique, each HEAT ticket will have a common lifecycle as shown in the illustration.

Additional information is available in the HEAT User Guide.

## Using HEAT

**When to Create a Ticket – *****or Not***
- A HEAT ticket should always be created to report a problem, request a service, or request a change.
- A HEAT ticket should also be created when you want a record of a request and its fulfillment; or a problem and its solution.
- Create a HEAT ticket when the request for service is on a non-recurring basis.
- Always create a HEAT ticket for change requests – regardless of the source.
- HEAT tickets *do not* need to be created when the customer is *internal to OIT* – *and** –* the action resulting from the ticket is part of your *daily duties*.
- HEAT tickets are *not* created for analysis, research, or project management tasks.  The rationale is that the immediate impact is not usually apparent to the customer.

**Notes:**
Using HEAT
HEAT tickets, also referred to as call records, provide a complete record of a problem, service request, or change request from a customer.

HEAT tickets should always be created for customers that report a problem, request a service, or request a change.  HEAT tickets should also be created when you want a record of a request and its fulfillment; or a problem and its solution.
Create a HEAT ticket when the request for service is on a non-recurring basis. 
Always create a HEAT ticket for change requests – regardless of the source. 
HEAT tickets do not need to be created when the customer is internal to OIT and the action resulting from the ticket is part of your daily duties.  For instance, if you regularly create backups of a server you would not need to create a ticket.  However if you receive a special request to create a one-time backup from a customer (including in OIT), creating a HEAT ticket would be appropriate. 
However, if you regularly provide system support to customers outside of OIT as part of your job description, then when you provide similar support to a member of OIT you should create a HEAT ticket.  For example, resetting a customer’s password.
HEAT tickets are normally not created for analysis, research, or project management tasks.  The rationale is that the immediate impact is not normally apparent to the customer.

## All About Working a Ticket

**Overview**
- Upon receipt of a ticket assignment, the technician must “acknowledge” the ticket within four hours of the assignment. (See the *Ticket Escalation Procedures* document for more information.)
- If *Alert Monitor* is “on” it will notify the technician when a new ticket is assigned.  Details about Alert Monitor will be provided later.
- If applicable, the technician may create additional assignments if unable to resolve the ticket or service request alone.
- The technician updates the ticket to document the completed actions.
- After the problem is resolved, the technician contacts the customer to confirm the resolution.
- The ticket is closed by the last technician to complete his/her assignment.
- If the customer receives IT support from the OIT, he or she will receive an e-mail when the ticket is closed.

**Notes:**
*Upon receipt of a ticket assignment, the technician must “acknowledge” the ticket within four hours of the assignment.  Alert Monitor is a very useful tool to notify the technician when a new ticket is assigned. Details about Alert Monitor will be provided later.

The technician then performs the requested actions.  If applicable, the technician may create additional assignments if unable to resolve the ticket or service request alone.
*The technician updates the ticket to document the completed actions.
*Once the problem is resolved or the service request fulfilled, the technician contacts the customer to confirm the resolution.
*A ticket can have more than one technician assigned. The ticket is closed by the last technician to complete their assignment.
*If the customer receives IT support from the OIT, he or she will receive an e-mail when the ticket is closed.

The technician contacts the customer to confirm the resolution, preferably by phone.  If unable to make contact with the customer by phone the technician should contact the customer via e-mail and document each contact attempt in a journal entry. 

If the customer receives IT support from the OIT, he or she will receive an e-mail when the ticket is closed.  The e-mail states that the ticket has been closed and tells the customer what to do if the problem has not been resolved satisfactorily.  For 20% of these closed OIT tickets, a Customer Quality Survey request is e-mailed rather than the standard notice.  The customer has the opportunity to rate OIT’s quality of service and timeliness.  All comments are reviewed by the OIT Help Desk.  In all cases, when the customer does not agree that the problem was resolved or service provided, the OIT Help Desk will reopen the ticket. 

## Acknowledge a Ticket

**The Assignment Tab**
- When a HEAT ticket is assigned to a technician, the first step in working the ticket is to *acknowledge* it.
- Make sure the ticket is correctly assigned to you.
- Acknowledge within **4** hours
- Click the Assignment tab, then the Acknowledge button.
- A date/time stamp showing when you resolved the assignment is shown in the “Acknowledge” field along with your HEAT User ID.
- Your HEAT User ID will be the same as your IHS network login ID.
- Save the call record.

**Notes:**
When a HEAT ticket is assigned to a technician, the first step in working the ticket is to acknowledge it. 
Acknowledging the ticket signifies that at a minimum you are aware of its existence.
Make sure the ticket is correctly assigned to you.
Note: Generally, tickets should be acknowledged within four (4) hours.  You should use Alert Monitor to obtain notices of tickets needing your attention.

Steps to Acknowledge 
To acknowledge a ticket, take the following steps:
1.	Open the ticket.
2.	Click the Assignment tab.
3.	Click the Acknowledge... button in the lower portion of the Call Logging screen.
A date/time stamp showing when you resolved the assignment is shown in the “Acknowledge” field along with your HEAT User ID.

Remember to save!

## Working with the Tabs

-     Call Logging has four tabs that are used for activities involved in creating, updating, and resolving HEAT tickets:
- Call Log
- Detail
- Assignment
- Journal

## Call Log Tab

- On the Call Log tab, the Status field is at the lower left of the screen.  It defaults to “Open.”  Accept the default.
- Complete the remaining fields.
- Click the Detail tab and complete the information.  The Detail tab’s contents vary based on the ticket’s Call Type.
- Additional information is provided in the *OIT HEAT User Guide.*

**Notes:**
*On the Call Log tab, the Call Status field is at the lower left of the screen.  It defaults to “Open.”  Accept the default.
*Complete the remaining fields.
*Click the Detail tab and complete the information.  The Detail tab’s contents vary based on the ticket’s Call Type. The HEAT User Guide provides additional information, including a table with more “Detail Tab” information.

## Detail Tab

- Detail tab contents vary based on the ticket’s Call Type.
- The Detail tab is used on all call types except “Problem.”
- Call Types include
- Service
- Problem
- Change
- Critical Problem
-       Additional information is available in the *OIT HEAT User Guide.*

**Notes:**
The Detail tab is used on all call types except “Problem.”
Detail tab contents vary based on the ticket’s Call Type.
Call Types include
Service
Problem
Change
Critical Problem
Additional information is available in the HEAT User Guide.

## Assignment Tab

- Click the Assignment tab.  The tab area will be blank.
*Right click* the Assignment tab and choose New Assignment.  Complete the assignment information.
- Choose the *Group* to which the HEAT technician belongs who will be working the ticket.
- Choose the HEAT technician from the *Contact* dropdown list-box.  The technician’s information defaults.
- Save the call record.
- A Call ID (HEAT ticket number) is assigned to the call and it is displayed in the upper left hand corner of the Call Logging window.

**Notes:**
Click the Assignment tab.  The tab area will come up blank.
Right click the Assignment tab and choose New Assignment.  Complete the assignment information.
Choose the Group to which the HEAT technician belongs who will be working the ticket.
Choose the HEAT technician from the Contact dropdown list-box.  The technician’s information defaults.
If more than one technician will need to work this call, create another assignment for each technician by repeating Step # 11. 

Save the Call Record by going to the menu bar and selecting Save > Save Call Record, or click the Save Call Record icon.
A Call ID (HEAT ticket number) is assigned to the call and is displayed in the upper left hand corner of the Call Logging window.

## Journal Tab

**The Journal Entries**
- Journal entries are used to record information such as additional customer provided details, status updates, resolutions, or notes for the next technician.
- Once a journal entry is saved, it cannot be changed.  Therefore journal entries are a very good place to put information as a matter of record.

**Notes:**
*Journal entries are used to record information such as additional customer provided details, status updates, resolutions, or notes for the next technician.
*Once a journal entry is saved, it cannot be changed. 

## Add Journal Entry: Steps

- Open the ticket from the Call Logging window.
- Click the **Journal** tab.
- Go to the Journal Type box.  Click the dropdown arrow to select from a list of recognized journal entry types.
- Type a comment describing the action you took, and complete the journal entry as shown in the following example.  You may also edit existing journal entry text.
- To run spell check on your journal entry, right mouse click in the Journal Entry area and choose Spell Check from the menu that appears.
- You can cut-n-paste pertinent information from e-mails too!

**Notes:**
Steps
To add a journal entry, take the following steps:
1.	Open the ticket from the Call Logging window.
2.	Click the Journal tab.
3.	Go to the Journal Type box.  Click the dropdown arrow to select from a list of recognized journal entry types.
Type a comment describing the action you took, and complete the journal entry as shown in the following example.  You may also edit existing journal entry text.
Remember to save!

## Re-Assign a Ticket: Why

*Never* reassign a ticket by selecting a new name from the Technician field on the Assignment tab.  The proper reassignment steps should always be followed to ensure that an audit trail is maintained on a ticket’s assignments.
- There are only two reasons to reassign a ticket.
- A ticket is assigned to you by mistake.
- The only action you are taking on the ticket is to assign it to someone else for action.
- If you have completed your part of a task, but something also must be done by another technician:
- “*Resolve*” your assignment.
- Create a new assignment for the other technician.

**Notes:**
Note:  Never reassign a ticket by selecting a new name from the Technician field on the Assignment tab.  The steps described below should always be followed to ensure that an audit trail is maintained on a ticket’s assignments.
There are only two reasons when you would reassign a ticket to someone else:
A ticket is assigned to you by mistake.
The only action you are taking on the ticket is to assign it to someone else for action.  For example:
Supervisors may choose to have the all tickets in their area assigned to them and then they’ll assign them to their staff.
One technician may reassign a ticket to a coworker with the same job duties whose workload is currently lighter.

If the ticket was correctly assigned to you and you have finished your assignment, do not reassign it to someone else.  Instead you should “resolve” your assignment (see Resolve an Assignment section of the HEAT User Guide) and create a new assignment (see the Create a New Assignment section).

## Re-Assign a Ticket: How

**To create a new assignment, take the following steps:**
- Open the ticket.
- Click the **Assignment** tab.
- Click the **Resolved** button.
- When the *Enter Value* window appears, use the dropdown arrow to select the appropriate resolution code.  Select **Reassigned**.
- Click the **Validate** button.  The *Validate from Resolved* window appears, showing the resolution and description.  Click **OK**.
- You will be returned to the *Enter Value* window.  Click **OK**.
- If you are reassigning the ticket to another group because it was assigned to you in error (versus to another member of your group), create a journal entry explaining the reason for the reassignment.
- Click the **Save Call Record** icon located on the menu bar.
- Create a new assignment.

**Notes:**
To create a new assignment, take the following steps:
Open the ticket.
Click the Assignment tab.
Click the Resolved button.
When the Enter Value window appears, use the dropdown arrow to select the appropriate resolution code.  Select Reassigned.  
Click the Validate button.  The Validate from Resolved window appears, showing the resolution and description.  Click OK.
You will be returned to the Enter Value window.  Click OK.
If you are reassigning the ticket to another group because it was assigned to you error (versus to another member of your group), create a journal entry explaining the reason for the reassignment.
Click the Save Call Record icon located on the menu bar. 
Create a new assignment following the steps in the Create a New Assignment section of the HEAT User Guide. 

## Update a Ticket

- After a ticket is saved you may update any of its information on the *Call Log* and *Detail *tabs.
- You should regularly update the “Status” field to keep the customer informed of the ticket’s progress.
- Update the ticket using the tabs – ***Call Log***,* ****Detail***,* ****Assignment***, and*** Journal****.**	*
*Remember to save the call record when you’re finished.*

**Notes:**
*After a ticket is saved you may update any of its information on the call log and detail tabs.  
*You should regularly update the “Status/Solution” field to keep the customer informed of the ticket’s progress.
*Update the ticket using the tabs – Call Log, Detail, and Assignment.	
*Remember to save the call record when you’re finished.

Additional information is provided in the HEAT User Guide.

## Resolve an Assignment: Steps

- When you have completed your work on the HEAT ticket, you need to “resolve” your assignment.
- Click the *Assignment* tab.
- Click the *Resolve* button, located immediately below the Acknowledge button.
- The *Enter Value* window opens.  Click the dropdown arrow, and select either Completed or Reassigned as appropriate.
- A date/time stamp stating when you resolved the assignment is shown in the “Resolved” field along with your HEAT User ID.
- In the Resolution field, choose “Completed.”
- Save the call record.

**Notes:**
Open the ticket.
Before you resolve the assignment, you should add a journal entry to document your actions (see the Add a Journal Entry section of this document).
*Click the Assignment tab.
*Click the Resolve... button, located immediately below the Acknowledge button.  
*The Enter Value window opens.  Click the dropdown arrow, and select either Completed or Reassigned as appropriate. 
*A date/time stamp stating when you resolved the assignment is shown in the “Resolved” field along with your HEAT User ID.
*In the Resolution field, choose “Completed.” 
Notes
If the technician does not need to perform any work related to a ticket, including reassigning the ticket, choose “Canceled” in the resolution field. 
Conditions that can result in this include (1) customer fails to provided need info, so the technician closes the ticket, (2) customer cancels a request for service; (3) multiple assignments were made and this assignment was extraneous.
Click the Save Call Record icon on the menu bar. 
At this point you need to decide if the ticket needs to go to someone else for a follow-on action, or if the ticket can be closed since all of its assignments are resolved.

## Resolve an Assignment: Note

- Resolving an assignment does not close the ticket.
- If other assignments were part of the ticket, it may remain in your *Alert Monitor*.
- The ticket will not be closed until all of the assignments have been resolved, by the assigned technicians.
- More information about creating new assignments and reassigning tickets is available in the *OIT HEAT User Guide*.

**Notes:**
When you have completed your work on the HEAT ticket, you need to “resolve” your assignment.  If you did not do any work on the HEAT ticket and need to assign it to someone else, follow the steps to “Reassign” the ticket (see the Reassign section of this document.)

Note: Resolving an assignment does not close the ticket. After you resolve an assignment, the ticket may remain in your Alert Monitor if there are any other open assignments depending on how your Alert Monitor set up.

## Close the Ticket

- After all of a ticket’s assignments have been resolved, the ticket needs to be closed by the last technician.
- This involves several steps.
- Be sure to add all the necessary information, such as journal entries, before closing the ticket.

**Notes:**
After all of a ticket’s assignments are resolved, the ticket needs to be closed by the last technician.
Note:  Do not close the ticket until you are finished adding all the information to it (e.g. journal entries).  
Once a ticket is closed, its information cannot be changed without reopening the ticket.

## Close the Ticket: Steps

**Go to the Call Log tab**.
- Make note of all of the current *Solution Description* entries which show the progress of the ticket as it was being worked, and copy them into a journal entry.
**Select the text in the Solution Description field**.
- Press the ***Ctrl*** key with the ***C**** *key to copy the text.
**Go to the Journal tab**
- Copy this final Solution Description text into a journal entry.
- Click within the *Journal Entry box* and press the ***Ctrl*** key with the ***V**** *key to add the solution text.
*Copying the solution description text to the journal ensures that the information you entered will not be lost during future ticket updates – such as reopening a ticket.*

**Notes:**
Steps
1.	Open the ticket.
2.	Go to the Call Log tab.  Make note all of the current Solution Description entries which show the progress of the ticket as it was being worked, and copy them into a journal entry.
Highlight the Solution Description text.
At the menu bar, go to Edit > Cut, or click the Cut (scissors) icon.
3. Copy this final Solution Description text into a journal entry. 
Highlight the Solution Description text.
Choose the Copy icon.
Click the Journal tab.
Click within the Journal Entry box and click the Paste icon to add the solution text.

Copying the solution description text to the journal ensures that the information you entered will not be lost during future ticket updates – such as reopening a ticket.

## Close a Ticket: Steps

**Click the Call Log tab**.
- In the Incident Cause field, choose the most appropriate reason for the initial ticket, such as ***Failure*** or ***User Error***.
- In the Reason for Closure field select the most appropriate reason for closing, such as ***Completed*** or ***Cancelled by Technician***.
- Notice the *User Verified Fix *field in the lower right of the screen. The UVF field asks whether or not the user verified that the “fix” worked.
- In the UVF field, click the dropdown arrow and select the option that best indicates whether the customer verified to you that the fix or resolution met their expectations (N/A, Yes, or No).

**Notes:**
Note:  Every effort should be made to contact the customer to verify that the ticket was completed satisfactorily.  Whenever possible, contact the customer in person or via phone.  Otherwise, contact the customer through e-mail.
* Document each contact attempt as a journal entry in the ticket.  If after three tries, conducted on separate days, the customer has failed to respond, close the ticket and list UVF as “no”.

*In the Incident Cause field, choose the most appropriate reason for the initial ticket.
“Failure” when the problem was due to hardware failing or a bug found in the software.
“Request” when the ticket is a service request initiated by the customer.
“Scheduled work” when the ticket is a service request for regularly scheduled maintenance activities.
“User Error” when the user made a mistake or did not know how to use the hardware or software.  Usually training should be provided to the customer to prevent the problem from reoccurring.
“Virus” when the problem was due to a confirmed virus infection. 
	“Other” for any other cause.
*In the Reason for Closure field, choose from the following:
“Completed” when the problem or service request was completed.
	“Invalid Ticket” when the ticket was created in error.  
	“Canceled by Technician” should only be selected when the assignment cannot be accomplished due to technical or budget constraints.  The technician must contact the customer to explain why the ticket was closed, and whenever possible help identify alternatives the customer can explore to satisfy their needs.
	“Redirected Customer to ...” is selected when the responsible staff for fulfilling the problem or service request is not an technician in the OIT maintained HEAT database.
	Otherwise, choose the most appropriate reason for the ticket not being completed as described in the “description of problem/request.”

Notice the User Verified Fix in the lower right of the screen.  In the UVF field, click the dropdown arrow and select the option that best indicates whether the customer verified to you that the fix or resolution met their expectations (N/A, Yes, or No).

## Close a Ticket: Steps

- In the *Resolution Information* area, enter the date and time the ticket was resolved.
- Go to the *Milestones* area in the lower right of the screen.  At *Closed By* enter the date and time.
- HEAT checks the ticket’s contents to see if all the assignments have been resolved and all the mandatory fields completed.
- After all the requirements are met, you will be able to successfully close the ticket.

**Notes:**
*In the Resolution Information area, enter the date and time details of when the technician believes the ticket was actually resolved, for example the date and time prior to being put in monitoring status.  Otherwise, enter the current date and time.
*Go to the Milestones area in the lower right of the screen.  At Closed By enter the date and time.
*The ticket Status will automatically change to Closed when the ticket is closed.
*HEAT checks the ticket’s contents to see if all the assignments have been resolved and all the mandatory fields completed.  If not, a message box will remind you of either required fields or actions that must be completed before you can close the ticket.  Once all the requirements are met, you will be able to successfully close the ticket.

## Close a Ticket: Steps

- Confirm that the Call Status is “Closed” and save the call record.
- The ticket Status will automatically change to Closed.
-      Information about closing *service tickets* is available in the *OIT HEAT User Guide*.

**Notes:**
Confirm that the Call Status is “Closed” and save the call record.
The ticket Status will automatically change to Closed.
The UVF (user verified fix) field asks whether or not the user verified that the “fix” worked.

Note
Closing Service Tickets
For service tickets, click the Detail tab to display the Critical Problem Detail Screen, and update the information there.
If additional information was required from the customer before the service could be provided, use the Customer Impact Description box to include the date and time when that information was obtained. 
Otherwise if all the needed information was provided when the ticket was opened, use the ticket’s original date and time. 
Do not enter the close date and time in these fields. 

Additional information is available in the HEAT User Guide.

## Open a Ticket: Fundamentals

**Mandatory Fields**
- When a ticket is created *or *closed, HEAT checks the ticket’s contents to make sure that all required fields and assignments have been completed.  If not, HEAT identifies which fields still need to be completed.
- Required fields are indicated by an asterisk (*).

**Notes:**
Mandatory Fields
*When a ticket is created or closed, HEAT checks the ticket’s contents to make sure that all required fields and assignment have been completed.  If not, HEAT identifies which fields still need to be completed.  
*Required fields are indicated by an asterisk (*).

## Ticket Fundamentals

**Key Field Definitions**
- The following fields in Call Logging are important for performance measurement and ensuring that tickets are resolved quickly.
-  Status
-  Source
-  Owner

**Notes:**
Key Field Definitions
Status	The current status of the ticket in HEAT.
•	Open: A ticket that is either being actively worked or needs to be worked.
•	Closed: A ticket that has been resolved and no further action is required from any HEAT technician.
•	Monitoring: A ticket that is believed to be resolved, but the technician wants to monitor it for awhile to check the effectiveness of the ticket’s resolution before closing the ticket.
•	Deferred: A ticket where further action must wait for another action that is not eminent.
•	Reopened: A ticket that was previously closed and later found not be resolved.  The original ticket is reopened to be worked for a final resolution.
Source 	The source that best describes how the customer requested a service or change, or reported a problem. 
•	E-mail: The ticket is created based on the receipt of an e-mail from a customer.
•	Fax: The ticket is created based on the receipt of a fax from a customer (e.g., an account request form).
•	HSS: The ticket is generated automatically by the HEAT server when a customer creates a ticket using the Help Self Service web interface.
•	In person: The ticket is created when a customer makes a request or reports a problem in person to a HEAT tracker or technician.  An in person request often occurs when a customer alerts a technician to a new problem/request while the technician is at the customer's site working on another problem/request.
•	Phone: The ticket is created when a customer makes a request or reports a problem over the phone to a HEAT tracker or technician.
•	Self: When a ticket is created by the customer for himself/herself via Call Logging.
•	System Monitor: The ticket is created in response to an alert issued by a system monitor.
•	Voice Mail: The ticket is created based on the receipt of a voice mail from a customer.

## Open a Ticket

- The Call Logging screen appears when you click the icon (shown above).
- Go to ***File > New Call Record***.
- Type the customer’s Last Name in the Last Name field.
- The Customer’s information is imported from their profile.

**Notes:**
HEAT tickets, or call records, are created from within Call Logging.  A HEAT ticket consists of four parts: Call Log, Detail, Assignment, and Journal. Before a ticket can be saved, essential information must be entered in the Call Log, Detail, and Assignment sections.  Journal entries are optional, but encouraged because important information about the ticket and actions taken can be posted in a journal.  A ticket can have multiple journals.  The instructions below are a step by step guide to creating and saving a HEAT ticket.

Note: Customers may also create their own tickets using the Help Self Service (HSS) web interface.  While HSS is very similar to HEAT’s Call Logging, it does not have all the functionality of Call Logging.  It is mentioned here for informational purposes and will not be covered any further in this document. 

Click call logging icon.
The Call Logging window appears.  From the menu bar, select File > New Call Record – or click the New Call Record icon. 
Type the customer’s Last Name in the Last Name field. 
If there is more than one customer in the HEAT database with the same last name, the Validate from Profile window will open.  Choose the correct customer name and click the OK button.
If the customer is not listed in the HEAT database, the Validate from Profile window appears listing all available customer profiles.  If you cannot find a match, contact the OIT Help Desk and ask them to create the customer’s profile.  The customer’s profile must be created before you can continue with the ticket’s creation.
Otherwise, the customer’s information defaults from the customer’s profile.  Verify the customer’s information to ensure that the correct customer profile was defaulted. 

Confirm the customer’s Office, Phone, and E-mail Address.  Update them as required by clicking the Customer Profile icon shown following, or use the F5 key.

## Caller History

- When you select the customer, a history of the customer’s calls will appear.
- If a call history did not appear, then go to the customer’s call history to see if there is already an open ticket for this problem or service request.
- Click the **Caller History** icon (shown above).
- If there is an existing ticket, either update the ticket, reopen it, or abandon this ticket.  If no ticket exists, proceed with the next step.
- Close the Customer window to return to the call record.

**Notes:**
*When you select the customer, a history of the customer’s calls will appear.
*If a call history did not appear, then go to the customer’s call history to see if there is already an open ticket for this problem or service request.
Click the Caller History icon. 
If there is an existing ticket, either update the ticket (or reopen it) or abandon this ticket.  Otherwise proceed with the next step.
Close the Customer window to return to the call record.

## Call Type

- Choose the appropriate *Call Type* by clicking the dropdown arrow by that field.
- Service
- Problem
- Change
- Critical Problem

**Notes:**
Choose the appropriate Call Type by clicking the dropdown arrow by that field.  
Types include:
Service
Problem
Change
Critical Problem
The majority of the calls will either be a call type of “Service” or “Problem.”  See the following table for more information. 

Service A customer requested modification that impacts a limited number, typically 10 or fewer, customers. Examples: Moving desktop workstationsCreating Novell accountsLoading softwareCreating a web pageProvision of cellular phones or Blackberries

Problem Any unplanned outages, loss of functionality, or malfunctions in the software or hardware of an existing system. Impacts one customer or has a minor impact on multiple customers. Examples: Can’t print to a network printerCan’t access e-mail or the networkSoftware doesn’t work properlyWeb page link is broken

Change Planned modification to production hardware or software that impacts/supports a significant number of customers – typically more than 10. Examples: Upgrading serversInstalling software to an entire Indian Health Service unitMaintenance of network routers

Critical Problem Unplanned outage or major loss of functionality of production system(s) impacting multiple customers. The initial ticket created for a critical problem will have a call type of “Critical Problem.”  If other customers call with the same problem, each of their tickets will have a call type of “Problem” cross-referencing the critical problem ticket. 

## Additional Capabilities

- Alert Monitor
- Serves as a notification and monitoring tool for both technicians and managers.
- You must be logged-in to Alert Monitor to get the notifications.
- Call Groups
- Alert Monitor uses Call Groups to manage tickets.
- Call Groups identify tickets with similar attributes, and control when you want to be notified of new tickets in a given group.

**Notes:**
HEAT includes two functions that are particularly useful:
Alert Monitor
Call Groups

Alert Monitor is a separate HEAT software application from Call Logging.  It serves as a notification and monitoring tool for both technicians and managers.
Technicians must be logged into Alert Monitor to receive the notifications.  OIT recommends that all HEAT users either keep Alert Monitor open or minimized on their computer’s desktop whenever they are using their computer.

Call Groups
Tickets are managed in Alert Monitor through the use of Call Groups.  Call Groups identify tickets with similar attributes – such as all open tickets assigned to a particular technician.  Call Groups also control when you want to be notified of a new ticket that meets the call group’s criteria.  For example, send a notification when a new ticket is added to the call group. 

## Alert Monitor

- Alert Monitor serves as a notification and monitoring tool for both technicians and managers.
- Technicians must be *logged in* to Alert Monitor to receive the notifications.

**Notes:**
(There will be more about Call Groups later in this presentation.)

Login to Alert Monitor by using the Alert Monitor icon on your desktop.

*Alert Monitor is a separate HEAT software application from Call Logging.  It serves as a notification and monitoring tool for both technicians and managers.

## Open a Ticket in Alert Monitor

- In Alert Monitor select a call group from the dropdown box.
- Double click the call record for the ticket you wish to open.
- The ticket opens in the HEAT Call Logging window.

**Notes:**
*In Alert Monitor select a call group from the dropdown box.
*Double click the call record for the ticket you wish to open.  
*The ticket opens in the HEAT Call Logging window.

## View Assignments

- From within the Alert Monitor you may view all the active and completed assignments for an individual ticket.

**Notes:**
View Assignments 
From within the Alert Monitor you may view all the active and completed assignments for an individual ticket.
Steps
To view the assignments for a ticket:
1.	Click the ticket, located in the upper pane, for which you want to view the assignments. 
2.	The selected ticket’s assignments appear in the lower pane.
3.	To view additional assignment details, scroll to the right. 
4.	To change the sort order, click the column heading to toggle between ascending and descending order.
5.	To resize the columns, move the mouse over the column heading division lines until its shape turns into a double-headed arrow.  Click and drag the division line to resize the column.
To save your column resizing, you must click the Save icon shown following.  This only saves the columns for the selected alert group.  To change the column widths in your other alert groups, repeat the column resizing for each of them individually.

## Open Call Logging

- Open Call Logging from the Alert Monitor.

**Notes:**
Steps
Click on the Launch Call Logging icon. 
Call Logging screen appears in a new window. (As shown in slide 9)

## Call Groups

- Tickets are managed through the use of **Call Groups**.
- Call Groups identify tickets with *similar attributes* – such as all open tickets assigned to a particular technician.
- Call Groups also control when you want to be notified of a new ticket that meets the call group’s criteria.

**Notes:**
Tickets are managed through the use of Call Groups.  
Call Groups identify tickets with similar attributes – such as all open tickets assigned to a particular technician.  
Call Groups also control when you want to be notified of a new ticket that meets the call group’s criteria.

## Call Groups

**Minimum Call Group Requirements**
- Every technician should have the following call groups:
- Open critical problems
- Open assigned to them – set to generate alerts when calls/tickets are added
- Open assigned to their group
- Unacknowledged assigned to them – set to generate alerts when calls/tickets are added
- Unacknowledged assigned to their group (team)

**Notes:**
Minimum Call Group Requirements
Numerous call groups are available, and can be customized.  However, every technician should have at least the following call groups:
*Open critical problems
*Open assigned to them – set to generate alerts when calls/tickets are added
*Open assigned to their group
*Unacknowledged assigned to them – set to generate alerts when calls/tickets are added
*Unacknowledged assigned to their group (team)

## Existing Call Groups

**Three Categories of Call Groups**
**Personal**
- Call groups that you create for your personal use only
**Team**
- Groups that were setup for use by HEAT technicians that belong to the same HEAT Group
**Global**
- Call groups for use by all technicians

**Notes:**
There are three categories of Call Groups as follows:
Personal: Call groups that you create for your use only.  They are private and cannot be shared with other HEAT technicians.
Team: Call groups that were setup for use by HEAT technicians that belong to the same HEAT Group. 
Global: Call groups for use by all technicians.

## Add Existing Call Group

- Alert Monitor automatically opens the call groups saved in your profile.
- You may add an existing Call Group to your profile.
- Click the Start/Stop Polling icon to stop the polling for new tickets. Polling must be turned off while working with call groups.
- Click the Define call group alerts icon. A window opens displaying your currently selected call groups.

**Notes:**
Existing Call Groups have already been built into HEAT.  However, not all of them are on your computer.
Add an Existing Call Group
When you log into Alert Monitor, it automatically opens the call groups saved in your profile.  You may add an existing Call Group (one that was previously defined by you or the HEAT system administrator) to your profile.
Steps
1.	Click the Start/Stop Polling icon to stop the polling for new tickets. Polling must be turned off while working with call groups. When polling is on many of the menu and toolbar options are grayed out.
2.	Click the Define call group alerts icon. 

## Add Existing Call Group: Steps

- Click the *New* button.
- The Define Call Group Alert window appears.  Click the *Browse* button.

**Notes:**
3. Click the New button.

4. The Define Call Group Alert window appears.  Click the Browse button.

## Add Existing Call Group: Steps

- Select the radio button corresponding to the type of Call Groups you wish to browse.
- Click the name of the call group you want to add your profile.
- Click the **Open** button.  You will be taken back to the *Define Call Group Alert *window.

**Notes:**
5. Select the radio button corresponding to the type of Call Groups you wish to browse. These options include the following:
Personal: Call groups you created for yourself.  Please note that you will only see your own alert groups.
Team: Call groups created by the HEAT System Administrator specifically for your team (HEAT Group) members.
Global: Call groups created by the HEAT System Administrator available to all HEAT users.  Please note that if a call group will be used by more than one team, it must be stored at the global level.
All: All of the above.

6. Click the name of the call group you want to add your profile. 
7. Click the Open button.  You will be taken back to the Define Call Group Alert window.

## Define Call Group Alert

- Choose when to
*generate an alert if...*
- Any Calls are Found
- Calls are Added
- Calls are Removed
- Click the OK button.
- Click the Exit button.
- Click the Save icon.
- Click the Start/Stop Polling (traffic signal) icon to turn on polling.

**Notes:**
The Define Call Group Alert window allows you to choose when to Generate an alert if....  Select one of the three options provided by clicking the check-box as shown in the following example.  You may choose:
Any Calls are Found
Calls are Added
Calls are Removed
1. Click the OK button.
2. Click the Exit button.
3. Click the Save icon.
4. Click the Start/Stop Polling (traffic signal) icon to turn on polling again (the traffic signal)

## Thank You

## Save for Intermediate or Other Training

- Tickets on Hold and Remove Hold
- Open Specific Tickets
- Open a Ticket from a Call Group
- Create a New Assignment
- Journal Summary
- Close Service Tickets
- Reopen Ticket
- Customer Information/Profiles
- Searches & Reports
- Simple Search
- Canned Reports
- Attachments
- AutoTasks

## Assign a Ticket

- If the help desk analyst is able to resolve the problem or request, then the ticket is assigned to that help desk analyst.
- In most cases, specific technical expertise is required, and the help desk analyst assigns the ticket to the appropriate technician or office in OIT.

**Notes:**
Regardless of how the ticket is initiated, the OIT Help Desk reviews the ticket and makes the appropriate assignment.

*If the help desk analyst is able to resolve the problem or request, the ticket is assigned to the help desk analyst (who took the request).
*If specific technical expertise is required, the help desk analyst assigns the ticket to the appropriate technician or office in OIT. 
*If the ticket is the responsibility of another unit’s IT support staff and that unit does not use HEAT, the help desk will forward the request to the unit using e-mail, close the ticket, and notify the customer of the change in assignment.

## Journal Summary

**View Journal Summary**
- Click the ticket located in the upper pane for which you want to view the journal summary.
- From the menu bar, select **View > Journals**.
- A summary of all the journal entries appears.
- To view the journal entry text, scroll to the right to see the first part of the journal entry.
- To change the sort order, click the column heading to toggle between ascending and descending order.
- To print the journal summary, click the Print button.  Be sure to change the paper layout to “landscape” in the print dialog box.

**Notes:**
From within the Alert Monitor you may view a summary of the journal entries created for a specific ticket.  Please note that if you want to see the complete journal entry, you will need to open the ticket in Call Logging.  (Double click the ticket number to open the ticket in Call Logging.)
Steps
1.	Click the ticket located in the upper pane for which you want to view the journal summary. 
2.	From the menu bar, select View > Journals.  A summary of all the journal entries appears.
3.	To view the journal entry text, scroll to the right to see the first part of the journal entry. 
4.	To change the sort order, click the column heading to toggle between ascending and descending order.
5.	To print the journal summary, click the Print button.  Be sure to change the paper layout to “landscape” in the print dialog box.

## Customizing Call Groups

-     You can customize call groups for your needs.
- Change a Call Group’s Alerts or Display Preferences
- Create a New Personal Call Group
- Change an Existing Call Group’s Selection Criteria
- Instructions are in the *HEAT User Manual*.

**Notes:**
You can customize call groups for your needs. *Change a Call Group’s Alerts or Display Preferences 
*Create a New Personal Call Group
*Change an Existing Call Group’s Selection Criteria
*Instructions are in the HEAT User Manual.