Duke Health Users: To view updated support documentation for Incident and Request processes that are specific to Duke Medicine, please visit the Service Excellence Documentation Hub and look in the Incident and Requests Document section.
All Other Users: Please see the attached Support@Duke Request Fulfillment Guide for instructions on how to enter and process a request as a IT support person.
Support@Duke Request Fulfillment Guide
To be used by ITIL role (Service Desk or IT support personnel)
Abstract: This document is a reference guide for IT support staff with an ITIL Role in Support@Duke on how to process generic and password reset service requests.
Overview of Service Requests
A Service Request is typically a request for information, or advice, or for a small change to minor change or for access to a service or application. Examples are password resets, software installation on a laptop, or a request to move, add, or change a telephone line/number. In Support@Duke Service Requests are handled very similarly to the way orders are handled at Amazon.com. There are three parts to the Service Requests in Support@Duke:
1. The Request itself, and
2. The Request Item (often referred to as RITM).
3. A Task
For Generic Requests, with which this Guide is mostly concerned, there is a one to one to one relationship between the Request and the Requested Item and the Task.
For Specific Requests there may be one-to-many relationships between a Request, Requested Item and associated Tasks.
Using “New Call” Form to create Generic Service Request
The Service Desk section of the left Navigation panel contains additional links for creating Generic Service Requests:
a. New Call (or Quick Ticket)
b. Create a New Generic Request
NOTE: Any user with the ITIL role in Support@Duke can use the links in the Service Desk navigation panel!
1. Clicking New Call opens the New Call form.
Good Practice: Using New Call is the preferred way to create Support@Duke tickets.
2. Fill in the userid in the “Caller” field
3. Fill in the caller’s location
4. Fill in the comments field with as much detail as necessary to capture what the caller is contacting the support about.
5. At this point you should have enough information to determine if the contact is an Incident or a Request. Click the radio button as appropriate.
a. If it is an Incident add an abstract in the Short description field that succinctly describes the issue.
b. If it is a Request, notice when you click the radio button the Short Description field changes to the Request item field. Select the requested Service Catalog item either by typing the name (items will auto populate as you type) or clicking on the magnifying glass icon to choose from a list)
6. Click Submit. If a request, you will be taken to an additional screen to fill out the appropriate request form. When the additional fields are filled out click Order Now in the upper right corner to place order.
The Catalog Task view opens. Note the Catalog Task and RITM numbers for future reference. An email notification containing the Request and RITM # is sent to the ‘Requested for’ user. A separate email notification containing the TASK # is sent to the Assignment Group. If you have assigned this request to a group other than your own you can navigate away from this form by clicking any of the links in the navigation panel.
CAUTION: The Close Task button (only available on “specific requests” and not for Generic or Password reset requests) should not be used to navigate away from the catalog task form as this actually closes the Task.
NOTE: The Update button appear at the top and bottom of the form for ease of use. This button is used once the catalog task form has been updated with additional information (i.e. added work notes, configuration item, etc…)
NOTE: If you or your team plan to work this task, go to the Working the Task section in this document to continue this work flow. If you or your team plan to complete (i.e. close) this task, go to the Closing a Request Task section in this document to continue this work flow.
Using “Create New Generic Request” Link in Service Desk Module
If you know that the ticket you are creating is for a “Generic” Service Request you can use the Create New Generic Request link.
CAUTION: Please make sure that there is not a specific service catalog item pre-defined that should be used via the “New Call” form prior to using this method.
1. Clicking “Create New Generic Request” opens the Catalog Task form. Note that the Task Number is pre-populated. Begin by filling in the Requested for field (this should auto populate the Business Phone and Service Provider fields):
2. The Category field defaults to Service Request. After reviewing the ticket information, if it needs to be changed to Information Request or How-To, make the appropriate selection. Note that for these two categories there are no associated subcategories.
3. If you select Service Request, the Subcategory field will need to be populated with valid options.
4. Select the proper Legacy CI from the “Lookup from list” panel (i.e. search with magnifying glass icon.)
5. Select the appropriate Contact type from the drop down list.
6. Select the appropriate State from the drop down list. Default value is set to “Open”.
NOTE: If you have completed the request task (and all required fields are completed) you can change the task “State” to “Closed Complete” then click the “Update” button. This will submit and complete (i.e. close) the task in one action. It is recommended that if you are continuing to work on a task that this step not be used since closing the task, closes the RITM and REQ for a generic and password reset request. For specific requests, the preferred method for closing would be to use the “Close Task” button. This button is not available for the generic or password reset requests.
7. Select the appropriate Urgency. If choosing Urgent, the Reason for Urgency and Due Date fields become required.
8. Select Due date (optional unless ticket is marked Urgent) by clicking the calendar icon. This establishes a desired delivery date but provides no triggers or notifications and does not guarantee that this date will be met.
9. Select the appropriate Assignment group using the “Lookup using list” icon, (magnifying glass), which is opened in a new window. Using this option gives you a more comprehensive list from which to choose. You may also type the first few letters of the Group name and the system will present a shortened list in the same window. Once the Assignment group is populated the Task may be assigned to a specific individual if desired (see Good Practice note below).
Good Practice: It is preferred that you pick the assignment group and not a specific assignee to ensure proper handling of the request. This rationale is used in order to ensure someone will be available to work the request in the event the specific individual is out of the office for an extended period of time.
10. Provide a Short description and then provide additional details as necessary in the Work notes field.
NOTE: The Description field is available as place to put information like work instructions or information (i.e. scratchpad) but it does not copy this information to the Work Notes or trigger any customer notification like the “Additional Comments” section.
11. Clicking Submit assigns the Task to the designated Assignment Group.
12. The Catalog Task form refreshes, but it now contains the Request item, often noted as “RITM”.
13. Hovering over the Information icon to the right of the RITM field shows the details of the request item such as the Stage, Quantity and Request number. Clicking the information icon will take you to the RITM where you can view the task by clicking the Task link at the bottom.
Good Practice: All information and actions taken on a request by an IT support person should be done at the Task and not the RITM level.
14. You can navigate back to the Task by clicking the TASK link at the bottom of the RITM form.
15. You have now completed opening a Request and assigning the Task to your group or another assignment group. If you wish to work the task, you can go to the Working the Task section of this document for additional steps. If you or your team plan to complete (i.e. close) this task, go to the Closing a Request Task section in this document to continue this work flow.
Searching for “Unassigned” Tickets assigned to your Group
1. Clicking “My Groups’ Unassigned Work” opens the Tasks panel and lists the Tasks that are assigned to your default group but do not have a specific technician assigned to work the task.
NOTE: For the Service Desk Groups – this is where you will find tickets in queue to process for customers who have submitted tickets via the self-service Service Catalog.
2. Click on a Task number to open it.
NOTE: It may be helpful to write the Task # down to use for searching in “My Work” if you plan to work on the task.
3. To assign a Task to yourself, click on a Task # and enter your name/NetID in the Assigned to: field and click “Update.” You will be taken back to the Unassigned Task list. Note that the Task is no longer listed.
4. You can assign multiple tickets to yourself by checking the boxes in front of the Tasks, right clicking in the gray header bar and selecting Update Selected. This will open up a new screen in which you can fill in the “Assigned to” field with your NetID and click Update.
5. Click the My Work link and you should notice the Task is now listed here since it has been assigned to you.
6. Go to the Working the Task section of this document to finish processing the request.
Finding My Work
1. To find Tasks that have been assigned to you, clicking “My Work” opens the Tasks panel and lists the Tasks that are assigned to you.
2. If you are working the Task, you need to put the Task State to “Work in Progress” and click Update. This will take you back to the Task panel where you will see that the State has changed.
3. When you are ready to document the steps you are performing, or have performed, click the Task link to open the Task and enter your comments in the Work notes.
Working a Request Task
Once a Task has been assigned to you, you can begin the work necessary to fulfill the request.
1. Click My Work and select a Task to work on and open it.
2. Set State to “Work in Progress” if still in an “Open” status.
3. As you progress through the work you may wish to communicate or inform the Requestor about the status of their request. Enter your information in Additional comments and click Update, which sends an email to the customer with the information.
4. You can also send an email directly without entering anything in the Additional comments field. Click the email icon (the envelope) in the upper right corner.
5. A new window opens with a typical email interface. Enter an email address in the Reply to: field (more than likely should be yours); and your comments in the Message Text field. Notice that your email is CC:, the Requested for userid is prepopulated; you can attach a file and check your spelling and then click the Send button.
6. The window closes and you are taken back to the Catalog Task form.
7. Document your work in the Work notes.
NOTE: Please be aware that there is an area called “Sensitive Electronic Information” (i.e. SEI) that should be used for any sensitive information like Medical Record #’s, Social Security #’s etc…. This information is only viewable by the Creation and Assignment Group to protect this data. If you find any PHI (Protected Health Information) or other sensitive data in a record outside this field (i.e. in work notes), open a ticket with Support@Duke asking them to remove this data and place it in the appropriate SEI tab. For more information please refer to KB0019335.
8. After all the fields have been filled in, if there is more work to be done, click Update.
9. When you are ready to close the Task refer to section Closing a Request Task.
CAUTION: The Close Task button is not available for generic and password reset requests. It is only available for specific requests and should not be used to navigate away from this form as it will actually close the task.
Converting a Request Task to an Incident
If while working the Task it is determined that the issue is an Incident (i.e. something is broken) rather than a Service Request, the Task can be converted to an Incident.
1. While viewing the Task, click the Convert to Incident button located at the top or bottom of the task form.
2. The Task state is changed to Closed Incomplete, and you are taken to the Incident form.
NOTE: You can click on the Task link at the top of the new Incident page to go back to the Task if necessary.
3. A new Incident is created and assigned to the group in the Assignment Group field with a Status of “New.”
Assigning or Reassigning a Request Task to another Group
If while working on the request, you determine that another group should be working on this request, you may reassign the Request Task to another Group. This reassignment would be needed if there is more work to be done to fulfill this Request or if the work does not belong to your Group.
1. Open the Task that needs to be reassigned and complete any required fields (if not filled in already).
2. Set the State to Open.
3. Clear the Assignment group and Assigned to fields.
4. Click on the Lookup using list icon (magnifying glass) next to the Assignment group field and find the group to which you want to assign the request.
5. If you know the name of the group you can type the first few letters and a read-ahead list will appear.
6. Click on the group name to select it.
7. Click “Update.”
8. You will be taken back to your My Work Task list. Note that the Task no longer appears in the My Work Task list.
Good Practice: Assigning a task to an assignment group and not an individual assignee is the preferred method to ensure proper and timely processing.
Closing a Request Task
If you have completed the request task and the customer agrees that the request has been fulfilled, you can close the service request.
1. If the Task is assigned to you, the Task will be in your My Work Task list.
2. Otherwise, from the “Requests” area in the Service Desk Module, perform a search to find the RITM/TASK for the Request you want to close.
3. Open the RITM, scroll to the bottom and click on the associated Task number to open it.
4. Prior to closing the Task document the reason for closure in the Work notes.
5. To Close a generic or password reset request change the State to “Closed Complete” and click Update.
6. You will be taken back to the RITM form. The Stage on the RITM form will now be “Completed.”
7. If you hover over the REQ information icon you will see the main REQ form and you will see the Request State of Closed Complete.
Searching for Requests
IT staff or customers may want to know the status of a Request. A list of Requests and their associated Requested Items can be found by clicking the Requests link in the Service Desk navigation panel. If you are using this to provide a status update, the associated Task will have the most details about work being performed by the assignment group. The following procedure explains where and how to search for a RITM number and drill down to the TASK form for each Request.
1. Clicking “Requests” opens the Request Items panel.
2. Next to “Go to” you have many different search criteria from which to select. If you are looking for a specific request you can use the “Go to“ Number and type in the RITM number. Once you click the Search icon (magnifying glass) the results will show you the single RITM in a list:
3. In addition to multiple search options, you can “customize” the column headings to your personal preference by using the “gear” icon on the header (upper left) and by adding or removing columns.
4. The rows can also be sorted by clicking on the column headers.
5. Clicking on the Request number takes you to the request form where you can drill down to the RITM and ultimately the Task. You can alternately click on the RITM number which opens the RITM form and allows you to drill down to the Task.
NOTE: You can also use the Global search function within Support@Duke to search or the Request Section in the Service Desk navigation panel.
NOTE: By clicking on Requests, Items and Tasks in the Request Section area you have multiple search options to choose from for each link.
Creating, Saving, Updating and Deleting a Template
When creating a Request by using the “Create New Generic Request” link in the Service Desk module, you may want to use pre-defined/saved templates for routine requests. To create a template for future use, do the following:
1. In the Service Desk Module, Click on “Create New Generic Request” link.
2. Right Click on the Catalog Task header area and you will see the following options:
3. Click on Templates, and then Edit Templates.
4. Click on New (top left).
5. Type in the name of the template and short description and select your group if you want it made available for everyone in your group. The Name and Short description should tell the end user what the template should be used for.
6. Then select the field names and selections to populate in the template area (see image above).
7. Click Submit and you will be taken back to the templates list. This template now can be reused by you or members of your group for this specific request type.
8. Repeat the process and save multiple templates for routine, repeatable request types if needed.
9. If a template needs to be updated, you can go back into the Templates, Edit Templates and select the affected template, make needed changes and click update. Note that you can remove particular fields from the template by clicking the “x” to the right or add additional fields by filling in the –Choose field— drop down and –value–.
10. If a template needs to be deleted, you can go back into the Templates, Edit Templates and select the affected template and click Delete. Alternatively, if you want to keep the template but inactivate it (so no-one in the group can use it), click on the Active check box to remove the checkmark.
Applying a Saved Template
1. To use a saved template, click on the “Create New Generic Request” link to open a new catalog task form.
2. Right click on the Catalog Task Form header and select Templates, then Apply Template.
3. Select the template you wish to apply from the list.
4. Continue filling out the required fields not populated by the template (Caller, Short description, Contact Type, Assignment group) for each request and click Submit.
Password Resets – NetID
Many of Duke’s applications are protected by a single password associated with a NetID. There is a link on the Support@Duke sign in screen, below the Enter button, that will allow a user to reset or change their own password. It is recommended that you encourage end users to attempt to reset their NetID password through this self-service option before submitting a ticket to Support@Duke. If your customers continue to have issues with their NetID password or authentication, you can have them contact the OIT Service Desk for Duke University or DHTS Service Desk for Duke Medicine to triage and assist them with putting in the appropriate type ticket for their issue or you can follow the steps in Creating a Password Reset Request section of this document to open a ticket for them.
Send customers to Knowledge Article KB0014614 for assistance in resetting or changing their NetID password.
Creating a Password Reset Request
Please follow the steps below to submit a service request to the appropriate support group for any type of password reset.
1. Clicking New Call from the Service Desk navigation panel opens the New Call form.
2. Fill in the Caller, Location, and Comments fields and click on the Request radio button in Call Type and begin to type Password Reset in the Request item field.
3. Click on Password Reset and click Submit.
4. The Catalog Item – Password Reset form opens. Note the Requested for and Phone number fields are pre-populated. Select the appropriate Configuration Item using the Lookup using list (magnifying glass) or begin to type a few of the letters if you know the CI.
5. Select the appropriate Assignment group. NOTE: It will default to your assignment group but you can select another assignment group if it is appropriate to do so.
6. Select “Yes” or “No” for the “Are you done with this password reset?”
CAUTION: This field defaults to “Yes” – so be extra careful not to click on the “Order Now” button if you intend to assign to another group. Only answer yes if you have successfully reset the caller’s password. Selecting Yes closes the Password Reset Task and it does not get assigned to the Assignment group selected. This will be important in calculating First Call Resolution metric for Password Reset requests. Answer NO if you have not successfully reset the caller’s password and need to assign the Task to another Assignment group.
7. Click Order Now in the upper right corner.
8. The Catalog Task form opens. Note the State has been set to Closed Complete if “Yes” was selected in the previous step.
9. If “No” was selected in step 6 the Catalog Task form opens. Note that the State is “Work in Progress.”
10. Note that if you select “No” and assign the Task to your Assignment group, your name will be in the “Assigned to” field, and the Task will appear in your My Work section.
11. Continue working and documenting your work until the Task is complete and following the steps in Closing a Request Task to close the Request.
For questions or comments about this document or Request Management in general please feel free to submit a ticket via Service Now (https://duke.service-now.com/ )
Please assign any Duke Health tickets to Service Management-DHTS or DukeUniversity tickets to Service Management-OIT