Support@Duke – Incident Management Guide – IT Support Person (ITIL User)


Duke Health Users

To view updated support documentation for Incident and Request processes that are specific to Duke Health, please visit the Service Excellence Documentation Hub and look in the Incident and Requests Document section.

 

Duke University Users

 

Overview

IT support users have an ITIL User role in Support@Duke.  This role provides access to the modules currently configured in Support@Duke. This guide is written for ITIL Users, and describes how to create, update and resolve tickets (incidents) in Support@Duke.

 

Logging In

Any Duke employee with a Duke NetID can access Support@Duke. To log in, do the following:

  1. From a Web browser, visit https://duke.service-now.com. The Duke Sign In screen appears.
  2. In the NetID box, type your Duke NetID.
  3. In the password box, type your NetID password.
  4. Click Enter.  The Support@Duke home page appears.

Note: Many functions within Support@Duke utilize a right-click.  Users of Mac trackpads may need to use a two-finger click to perform a right-click.

Opening a New Incident

To open a new incident (ticket) click Create New Incident, located in the left navigation (referred to as the Application Navigator) under the Service Desk heading.  A new Incident screen appears:

Completing the Incident Form

Follow the instructions provided below to complete the Incident form.  Fields marked with a red asterisk  are required and must be completed to submit the incident.

NOTE: Support@Duke’s “type-ahead” functionality can often be used within a field to display a list of options.

Caller (Required) – In the Caller field, type the caller’s Duke NetID, or part of their first or last name to use the type-ahead feature.  Select the desired result from the matching results that are displayed in the list. To view the caller’s user record, hover your mouse over the magnifying glass icon.

Impact Location and Impact Phone – The Impact Location reflects the place where the customer is experiencing service interruption or requesting assistance.  This may differ from their office, residence or work location.  Begin typing in the field to present a list of matching options, or click the magnifying glass to view a complete list.

The Impact Phone should reflect the best phone number at which to reach the caller about the incident. Edit as needed.

Category and Subcategory – These fields are not required for Duke University incidents and can be left blank

Service Provider (Required) – This field should be auto-populated base on the caller’s affiliation but can be changed if necessary. Populating the Service Provider field first will filter the list of IT Services by provider (e.g. if it is set for Duke University then only University related IT Services will be displayed to select from).

IT Service (Required), Service Offering, Application, and Configuration ItemThese fields are all related and will auto-populate one another depending on their relationships and the order in which you complete them. Below is a brief description of how this works:

IT Service & Service Offering

  • Populating IT Service first will auto-populate the Service Offering field. For the University the Service Offering will be the same as IT Service in the majority of situations.  
  • Filling in IT Service will also auto-populate the Service Provider field if it has not been completed. 
  • The Application field will be narrowed down to only a list of associated applications when the IT Service is completed first.

Application

  • Populating the Application field first will auto-populate Service Offering and IT Service.
  • If the application is associated with more than one Service Offering or IT Service then you will need to select from a filtered list for the most appropriate selection by clicking the magnifying glass icon. This will, in turn, auto-populate the Service Provider field if it has not been completed. 

Configuration Item

  • This field is not currently being used by the University but eventually will be populated with host names.  

OIT’s IT Services and Applications List – https://duke.service-now.com/kb_view.do?sysparm_article=KB0023502

Impact, Urgency, and Priority (Required) – Support@Duke uses three metrics for determining the order in which incidents are processed:

  • Impact – An incident’s effect on the business (Individual, Widespread or Workgroup)
  • Urgency – The extent to which the incident’s resolution can bear delay (High, Medium or Low)
  • Priority – How quickly the service desk should address the incident

Possible values for Priority are:

  • 1 – Critical
  • 2 – High
  • 3 – Moderate
  • 4 – Low

You may change an Incident’s Priority.  When you do so, an explanatory note must be entered in the Work Notes field.

Note: A warning will be displayed when the priority becomes High or Critical (whether through preferred calculation of Impact & Urgency, or manual manipulation of the priority setting) notifying the user that the Assignment Group will be paged.

Contact Type (Required) – In the Contact Type list, select from the available options: Chat, Email, Event, Phone, Self-service, Voicemail and Walk-in

Incident State – The Incident State for a new incident is always New. Additional options include Active, Transferred, Awaiting Problem, Awaiting User Info, Awaiting Evidence, Resolved and Closed.  If you assign a ticket to another group change the Incident state to New.  Resolved incidents become Closed after 10 days of inactivity.

Assignment Group (Required) and Assigned To – In general Incidents should be assigned only to an Assignment Group so that the group itself can decide who should work the ticket.  In circumstances where a ticket should be assigned to a specific individual then the Assigned to field may be filled out as well.  If you know the individual but not their Assignment Group, then filling their name in the Assigned to field will allow you to narrow the Assignment group down to only groups that they are associated with.

User Communication List and Work Notes List – Adding yourself to either of these sections allows you to receive notifications when there are updates added to the User Communication or Work Notes fields.  Click the  icon to add yourself.

Quantity – The Quantity default is 1.  If the Incident relates to performing the same work on multiple items, change the quantity accordingly.  For example, you may have a request to configure three new Windows laptops.  You may use one Incident to track all three.

Short Description (Required) – Type a brief description of the issue in the Short Description field.  As you begin typing Knowledge Base suggestions will populate below the field based on your description of the Incident.  These can be used as resources to potentially help you resolve your Incident without needing to open a ticket.  Clicking Attach will add the Knowledge Base article to the User communication field. The  icon to the right of the Short Description field allows you to open a popup window which allows you to search Knowledge Base articles.

User Communication – Type any comments you would like the customers to see in the User Communication field. An email will be sent to the Caller with the information entered into the User Communication field.

Work Notes – Include complete details about the Incident in the Work Notes field, along with all troubleshooting steps you may have taken (avoid using the Description field as the information entered into it can be changed at any time).  Work Notes are only visible to ITIL Users and not the Caller.

Attachments – You may add an attachment to an Incident by clicking the paperclip icon in the upper right.  In the Attachments window, browse and select the desired attachment, then click Attach.  Close the Attachments window.

Submit – To save the Incident, click Submit (upper right or lower left).  A list of all incidents will display. To create a new Incident, click New.

Sensitive Electronic Information (SEI) – Please refer to KB0019335 for a thorough explanation of what information can and cannot be added to the SEI field.  Before you can add SEI to an Incident you must first save it (Submit).  Once the Incident has been saved, click the Sensitive Electronic Information tab and enter your information in the field.  The information you enter is only visible to the Creation Group and Assignment Group.  If you are not on the Duke network, you will not be able to view sensitive information; connect to the VPN to gain access.

IMPORTANT! – Do not enter Sensitive Electronic Information into any other field in the system.

Using Templates

Support@Duke supports the use of templates for Incidents, allowing you to quickly create Incidents for issues that you frequently encounter.  To view available templates for your group right-click on the incident banner and select Templates > Apply Templates.  A list of templates for your group will display; select the desired template.

You may also create templates for your own use.  To create a new template, do the following:

  1. Right-click on the Incident banner and select Templates > Edit Templates
  2. In the Templates window, click New (upper left).
  3. In the Name field, type a name for the template.
  4. In the Short Description field, type a description.
  5. Set the Owning Group so that it can be shared with others in your group
  6. Set the Service Provider
  7. To set values for other fields click Choose Field to select the desired fields.  Repeat this step until you have all the fields needed for your template.
  8. Click Submit.

Escalations

  • Escalations and notifications to management only occur when the Incident State is New.  When reassigning an Incident to another group, set Incident State back to New.
  • To stop escalations, change the Incident State to Active
  • Whenever the Incident State or Priority is updated, an entry in the Work Notes field is required.
  • You can assign a ticket to yourself by typing your name in the Assigned To field.

Working on an Incident

The following sections provide detail on how to manage tickets that are assigned to you or your group.

Viewing Incidents Assigned to You or Your Group

  • To view Incidents assigned to you click My Work in the Application Navigator, under Service Desk.
  • To view Incidents assigned to your group, click My Groups’ Work. 
  • In the list of displayed Incidents, click the Incident number to display the Incident’s details.

Assigning the Incident to Yourself

If you wish to accept responsibility for managing an Incident, change the Incident state to Active and in the Assigned To field, enter your name.  Save the ticket by clicking Update.

Sending Updates to Customers

There are two ways to send information to a customer regarding their Incident:

  1. Compose an email – In the banner click the envelope icon.  An email window opens.  You may include additional email addresses and attach a file, if desired.
  2. Add notes to the User Communication field – Unlike the Work notes, this field is visible to the customer.  When the Incident is updated, any information entered into User Communication will be sent via email to the caller.  Use this field to keep the caller informed about progress on the incident.

Viewing Activity

All activity related to an Incident can be viewed near the bottom of the Incident window, below the Work Notes field.  This information can be filtered by clicking the funnel icon located in the upper right of the list of Activities.

Converting an Incident to a Generic Request

  • Clicking the Convert button in the upper right-hand corner of the Incident window will allow you to convert an Incident to a Generic Request.
  • This will take you to a new window that displays the new ticket along with the converted Task number.
  • This new Task will have to have the following required fields filled out: Subcategory and Legacy CI.

Copying an Incident

If a copy of an Incident needs to be made then click the Copy Incident button in the upper right hand corner.  The new, copied Incident will open in a new window and will need to have any required fields completed for it to be submitted.

Resolving Incidents

Either select Resolved from the Incident State field or click on the Resolve Incident button at the top of the form. Choose Update to save.

Searching for Incidents

There are multiple ways to search for Incidents in Support@Duke.  Two of them are described below:

  1. In the left navigation, under Service Desk, select Incidents.  All Incidents in the system will be displayed.  You may sort the results by any column by right-clicking on the column name and choosing how you want to sort. To narrow the search, in the Go to list (in the Incidents list header), select the desired field.  In the blank box, enter the search value and press Enter.

  2. The Incident’s ticket number can also be entered into the Search field in the upper right-hand corner of the Support@Duke window; this will take you directly to the ticket.

Note: To search for a value that appears anywhere in an Incident, precede the search term with an asterisk.

Changes to IT Service, Application or Closure Codes

Open a Support@Duke request for any changes, additions or deletions that need to be made to IT Services, Applications or Closure Codes and set the Assignment Group to Service Management-OIT.