Campus wide Ticketing Tool for UC Berkeley Sprint

Campus wide Ticketing Tool for UC Berkeley Sprint Review #2 Incident Management– February 3, 2014 A joint project of Campus Shared Services & Information Services & Technology

Agenda • • About this Sprint Key Decisions Metrics Sprint Review Demo Key Field: Categories Upcoming Project Dates For More Information Sprint Stories

About this Sprint • January 16 -January 30 • Key Developments: – Contact Information import – CSS-IT team assignment groups – Preparatory work for IVR integration

Key Decisions • Beneficiary Fields in Footprints would be incorporated in a business process change • Contact Phone number and email could be edited in Service. Now • Contact searchable by Cal. Net ID • Due to timing of IVR project, preparatory work for Avaya/Service. Now integration was incorporated in this sprint

Metrics • 32 points • # of changes: 663

Sprint Review - Demo • Scott Hall, Developer

Next Steps • Continue to research and develop how categories could be translated to Service. Now (see next slide) • Determine focus of next sprint • CSS-IT decision on Knowledge Base readiness

Key Field: Categories • Basis for identifying proper routing • Drives Metrics and decisions on improving services

Unpacking Categories • • • Footprints: Specific to Universal Service. Now: Universal to Specific Unpack category data to Business Services and CMDB Develop guidelines for Category use Analyze metrics on current categories Speak to business partners regarding metrics

Some initial guiding principles • Category must be actionable • Selection based upon initial inquiry from Service Desk (ex. Load balancers) • Category must be unambiguous (Email vs Email Service)

Cal. Planning Cal. Time BFS BAIRS UNIX Support Windows VM Team Business Services CMDB Hardware Software Network Devices Incident Categories Service. Now context of Categories Information about Service Providers are identified in Business Services and Assets (Hardware, Software, etc) are located in the Confirmation Management Database (CMDB)

Upcoming Project Dates • Selecting rest of team members • Visit from NYU’s Service. Now team February 18 -21 • Continue presentation on Knowledge Management Training

For more information • Project Wiki • https: //wikihub. berkeley. edu/display/CTSP/Campus+Tick eting+System+Project

Sprint Stories • • • As a tech, I can search for a user via their Cal. Net ID As a tech, the customer's Department, Location, EMail, Phone Number should automatically populate from the campus directory As a tech, I want to be able to assign a ticket to one of the CSS-IT workgroups/teams As a tech, I want to assign a ticket to a zone team based on their building As a tech, I want to edit the phone and email fields to modify the information received from LDAP As a tech, when I change the caller I want to be prompted if I want to make the original caller a watcher As a tech, I want to know the customer's Home Department Code from HCM As a tech, I want a field to put in the Building name and be able to search for the building name As a tech, I want the preferred phone and email fields to auto populate from LDAP As a tech, I want to be able to search tickets based on a user's status (Faculty, staff, student)