IT technitions (SysAID)

ERP- Enterprise resourse planning
some companys have a built in shortcut menue that launches a ticket to the helpdesks so that you dont actually have to phone the help desk. on this shortcut it has

• category- what category of IT is the problem
• title- whats the title of the problem
• description- what is the problems details i.e has it come up with error message ect.
• urgency- this is how urgent the problem needs to be dealt with.
• asset-this is wether the problem is server, networking ect.

when writing the title its very important to make it clear what the problem is and in the details go into more description.

sometimes to fix a problem some companies can screen shot the error message and the problem and send it to the help desk people so that they can see the error message and diagnose the problem without moving from their seat. they will then email you back and tell you that they have got your request ..they will get back to you with a solution or they will give you a tracking number so that you can call them and track wether or not they have found a solution to the problem. this helps the helpdesk have more time to deal with the problem and also gives the end user some satisfaction that the help desk are trying to solver the problem.
the IT technition then tracks the problem in his own time. each technition is assigned specific tasks, so that there is enough technitions to help with various problems so that all problems get handled. the IT support will look up the problem in the knowledge base that they use. some companies have this built into their systems. they then go back into the database and find the phone number or the email address fo the end user that reported the problem,

• category-what category of IT the problem is.
• title- the title of the problem
• status-new,old ect
• urgency- how urgent is the problem needing to be dealt with.
• priority- how important is fixing this problem.
• due date- when does the problem need to be fixed by.
• asset-what kind of problem is it, networking ect.
• request user- details of the end user who reported the problem.
• assigned to- who was the technition that was assigned to this problem.
• admin group- which admin group is it.
• parent ID
• child service requests
• actions- emailed end server ect.

the technition would call or email the end user, and remote desktop or do what they think they can do to fix the problem. they would then fix the problem.
the end user would then be able to carry on as normal but if the problem occured again they would need to go back through the helpdesk service to fix the problem again as because the technition remote controlled into the end users computer and they wouldnt know how they fixed it. when the probelm has been fixed the end user would then recieve a call back or an email from the technition saying that the problem had been handled and that the tracking number they was issued is now void and can not be used again.

1. submit SR through end user
2. email confirmation
3. notify assigned IT admintistrator
4. search knowledgebase
5. retrieve information
6. remote control
7. email conformation.

some helpdesk companies have ONE email address. so companies would email the helpdesk and the email would go to any IT technition instead of having individual email addresses for each technition they are all on one email addres.. this then triggers off a service request.



vpn- vertual private network.

you can change the level of priority on the service request so that they fix the problem quicker.

most technitions have emails on their phones, this is so that they can recieve problem requests when in meetings and things.

some problems with systems are permissions this means the techntion might have to simply change the permissions of an end user this means they can then access the information they couldnt access.

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