1

Visalia Unified School District

SRTS User Training

November 21, 2005By

SRTS Support

http://srts-1.visalia.k12.ca.us/Ticket/Create.html?Queue=7

2

The SRTS provides a WEB based method of requesting Administrative Services within the District. Access requirements are:

A browser such as Internet Explorer A VUSD network login/password An E-Mail Account Access to a computer connected to VUSD

intranet

“Service Request Tracking System” (SRTS)

3

Maintenance Department ServicesTechnological Department ServicesCustodial Department ServicesGrounds Department ServicesBIS Support ServicesFour Creeks Catering ServicesSRTS Support Services

Departments Currently Accepting Service Requests:

4

Each Service Providing Department has, within the SRTS, its own “Queue”. A “Queue” is a collection of Service Requeststhat belong to one and only one Department. Staff Members of the Service Providing Departments will work only from Service Requests created in their Department’s Queue.

As an “end user”, you simply need to know which Queue to choose when you are using the SRTS. You have the ability to make Service Requests from all available Queues.

Service Request Queue

5

The following slides will illustrate the process of making a service request via the SRTS

6

1) Open a web browser such as Internet Explorer.

2) Enter the following address (URL) into your WEB browser “address” box:

http://srts-1.visalia.k12.ca.us/

3) Login using your VUSD network userid and password.

NOTE: Add this page to your “Favorites” for future use.

Getting To Login Window – 3 Easy Steps

7

Logging In

Use Your VUSD Network User ID and Password

8

The “Home” page.

‘Home’ Window

9

A Service Request is recorded in a “Ticket” on the SRTS.

The request Ticket is where all information pertaining to the request is stored.

Information added by the Service Providing Departments is also kept in the Ticket.

We will refer to Service Requests as “Tickets”.

Service Request Ticket

10

To create a Ticket,select a Department queue from the list.

Select Department Queue

11

(Note that the Maintenance Department has been selected.)

Click “New ticket in” to get the request ‘Ticket’ form.

12

You must provide required information and a description of request

13

All required information has been entered

Files can be attached to a service request.They are optional.

If you add one or more Ccs, pleaseEnter valid email addresses separatedby commas.

14

Click on the “Create ticket button in the lower left to submit request

Click here to submit request

15

The new Ticket Id #4821…. Each Ticket has a unique numerical ID

16

Greetings,

This message has been automatically generated in response to thecreation of a trouble ticket regarding:

“My Cabinet will not lock.",

Your ticket has been assigned an ID of [#4821].

To check the status of your Work Request, or to post a comment regardingthis request, Log On to the Service Request Tracking System at:

http://srts-1.visalia.k12.ca.us

For problems, comments or questions regarding the Service Request TrackingSystem, please Log On to the system and submit a Ticket to the

"SRTS_Support" Queue.

PLEASE DO NOT REPLY TO THIS E-MAIL !

Thank you,

SRTS System Administrator

SUMMARY OF WORK REQUEST:-------------------------------------------------------------------------My supply cabinet will not lock. Please let me know how soon it can be Fixed. I really need to be able to lock this cabinet.

Automatic email sent when Request has been received:

17

You can add information to aticket by clicking “Reply”

Adding Information With ‘Reply’

18

Enter additional information in the box shown above, then click “Submit”

Adding Information With ‘Reply’ (2)

19

The Ticket “History” area now has your comments

20

Click on the logo to return to your “Home” Window

21

The “Home” window now has a Ticket listed

You display any Ticket by clicking on the Subject or Ticket ID in the Ticket list.

22

A Ticket’s “Status” can be:

NewOpenStalledRejectedResolvedDeleted

Ticket Status

23

Status Definitions New: The ticket has not been opened by the service providing department.

Open: The ticket has been seen and opened by provider. Work may have begun.

Stalled: The ticket cannot progress due to unresolved dependencies.

Rejected: The service providing department is refusing to act on the request.

Resolved: The request has been serviced and the provider considers it resolved.

Deleted: Not really deleted, just “deleted” from view (not visible to most users). A ticket cannot be permanently removed from the SRTS.

Most tickets progress from “New” to “Open” to “Resolved”.

24

Clicking on “Closed tickets” will bring up a list of Tickets that you requested which havebeen completed and marked “Resolved”.

25

Lots of resolved tickets. You can click on a Ticket ID to display it

26

When your request has been completed, the service provider will mark the Ticket “Resolved”, and you will receive an email notice from the SRTS.

‘Resolved’ Tickets

27

Each Service Provider’s Ticket submission form will be tailored to their Department, and may have different required information that you will need to provide. All submission forms will include an area for you to describe the nature of your request.

Ticket Forms

28

Approvals

Maintenance, Custodial, and Grounds service queues require that Tickets for School Sites be “Approved” by the Principal. These Queues also require that those Tickets, from School Sites, that are requests for “Project” work, be approved by the appropriate Area Administrator.

Tickets requiring an Approval will have “Site Approval” automatically set to “Approval Required”. These Tickets will not be able to be “Resolved” until all Approvals have been made.

29

This Ticket requires the Site Principal’s Approval

Principal Approval is required

Since “Project” is not marked “Yes”, Area Administrator Approval is NOT required.

30

From: www on behalf of lirwin via RT Sent: Thu 11/17/2005 9:07 AM To: dbreshears Cc:

Subject: [srts-1.visalia.k12.ca.us #5441] Request Approved:

TEST - Only A TEST - Need Building Wall Repaired

This Request has been approved by your Site Manager.

Other approvals may be pending.

When an Request has been “Approved”, the system will generate an email to the Requestor. For those Tickets requiring two Approvals, an email will be sent for each Approval required, i.e. both the Principal and the Area Administrator’s approvals.

Approved Response

31

Benefits of the SRTS• Easy Access To Administrative Services

No special software needed, any browser will work

Available to anyone with network access via any workstation

• Improved Communications Faster – No Delays To Transmit Forms

Information Available To All Concerned Simultaneously

Status & requests information always available online

Easy retrieval of information for later reference

• Improved Efficiency Faster request transmit & job turn-around times

Reduced paper usage

Fewer phone calls Reduced labor to communicate and locate related request information

32

Questions ?

SRTS Support

http://srts-1.visalia.k12.ca.us/Ticket/Create.html?Queue=7