Kaseya Service Desk Workshop DAY TWOusers.cis.fiu.edu/~sadjadi/Teaching/IT...

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Kaseya Service Desk Workshop

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Last updated on June 27, 2012

DAY TWO

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Roadmap!  Day One

 Introduc3on to Workshop and Virtual Labs

 Kaseya Service Desk Overview  Crea3ng Your First Service Desk  Defining Your Ini3al Service Desk Users

•  Day Two – Day One Recap – Configuring Your Service Desk Users – Adding Automa3on to Your Service Desk

 Day One  Introduc3on to Workshop and Virtual Labs


•  Day Two  Day One Recap – Configuring Your Service Desk Users – Adding Automa3on to Your Service Desk

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Day One Recap

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Service Desk Crea3on Checklist •  Check your licenses for desks and users •  Define your desk using a desk template

•  Review the service desk fields/proper3es •  Review the service desk stages/workflow •  Define a default policy with coverage hours •  Review message templates

•  Review procedure variables •  Setup an email reader

•  Ac3vate the new desk

 Check your licenses for desks and users  Define your desk using a desk template

 Review the service desk fields/proper3es  Review the service desk stages/workflow  Define a default policy with coverage hours  Review message templates

 Review procedure variables  Setup an email reader

 Ac3vate the new desk

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Lab Review Defining Your Ini3al Users

1.  Create the user roles for your desk 2.  Create the scopes for your desk 3.  Create the users for your desk

  Create the user roles for your desk   Create the scopes for your desk   Create the users for your desk

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Scopes \ User Roles SD Admin SD

Technician Contact

Machine User

FIU John Doe Ted, Tia, Tim, Tod, Tom, Tru

FIU SCIS Cat

FIU SCIS ws1 Eli

FIU MR Cat

FIU MR dc Ena

FIU GL Cay

FIU GL guest1 Eve

FIU CEC Con

FIU CEC pc1 Evy

FIU CEC laptop1 Ewa

User Roles & Scopes

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Organiza3onal Structure &

Service Desk Users

FIU UTS

Manager:

John Doe

Tier 1:

Ted, Tia, Tim, Tod

Tier 2:

Tom and Tru

SCIS

Contact:

Cat

ws1 user:

Eli

MR

Contact:

Cat

dc user:

Ena

GL

Contact:

Cay

guest1 user:

Eve

CEC

Contact:

Con

pc1 user:

Evy

laptop1 user:

Ewa

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SD Admin, SD Techs, and Contacts

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Machine Users

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Service Desk Lab

Part 10 Resource Pools

Service Desk Users

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Resource Pools •  List of users that can be assigned a 3cket

– Define the list of users for a specific Pool under the Desk Defini)on – Access – Pools

•  To u3lize your resources efficiently, learn the skill set of your team members, assign them accordingly to the appropriate resource pools.

•  Service Desk procedures can reference the email addresses of all the members in a pool.

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Adding SD Techs to Tier 1 Support Pool

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Note •  As you may recall, there are four global procedure variables, namely, Email_SupportManagement, Email_Tier1Support, Email_Tier2Support, and Email_Tier3Support, that must be ini3ally set to the emails of the 3er 1, 3er 2, 3er 3, and support management team members of your desk.

•  These variables are not necessary as you just created four pools for the same purpose.

•  In addi3on, any future changes to these variables will not be reflected to their corresponding pools (and vice versa), causing inconsistency in your desk.

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Note

•  Therefore, you decide to delete these variables to avoid possible inconsistencies in your desk.

•  But before doing so, you would need to make sure that any references to these variables are properly replaced by [$pool$], which is a 3cket variable.

•  In a future LAB, when we review the contents of your service desk procedures, we will address this issue.

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Adding Automation to

Your Service Desk

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Roadmap!  Day One

 Introduc3on to Workshop and Virtual Labs


•  Day Two  Day One Recap  Configuring Your Service Desk Users – Adding Automa3on to Your Service Desk



 Day Two  Day One Recap  Configuring Your Service Desk Users  Adding Automa3on to Your Service Desk

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Service Desk Lab

Part 11 Automation Using

Service Procedures

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SD Automa3on •  Enabling Automa3on in SD

1.  Service Procedures 2.  Inbound Emails and Alerts 3.  Policies

•  Case Studies 1.  Field Valida3on 2.  Wai3ng for User Feedback 3.  Suspending Tickets 4.  Collec3ng Data

•  Enabling Automa3on in SD   Service Procedures 2.  Inbound Emails and Alerts 3.  Policies


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1. Service Procedures •  Automa3c processing of 3ckets in Service Desk can be triggered by –  the crea3on of the 3cket

•  Begin Stage Entry Procedure •  Ticket Request Mapping/De-‐Dup Procedures

–  the transi3on from one stage to another •  Stage Entry or Exit Procedures

– any changes to the 3cket •  Ticket Change Procedure

– a 3cket remaining in a stage or not closed beyond some 3me •  Goal and Escala3on Procedures

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Note •  Service procedures can call/execute sub-‐procedures, enabling code reuse and modular automa3on.

•  Service procedures can also trigger the running of an agent procedure on a managed machine using the Schedule Procedure step.

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High-‐Level Steps to Modify the Automa3on in Your Desk

•  To modify the automa3on in your desk, you need to follow these steps: 1.  Specify the Required Behavior 2.  Iden3fy the Affected Procedures 3.  Adjust the Procedures 4.  Verify the Changes

•  The required behavior of your desk will be given to you piece-‐by-‐piece in the following slides.

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Recap: Workflow in Your Desk

Tier1 Entry: Incident enters Tire1

Escala3on: Stage Escalated 1 hour Goal: Tier1 Goal 4 hours

IdenDfied Entry: Incident enters Iden3fied Escala3on: Stage Escalated 1 hour Goal: Iden3fied Goal 1 Hours

Tier2 Entry: Incident enters Tire2

Escala3on: Stage Escalated 1 hour Goal: Tier2 Goal 4 hours

Closed Entry: Incident enters Clolsed Goal: Closed Goal 4 hours

Solved Entry: Incident enters Solved

Escala3on: Solu3on Unconfirmed by User

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AutomaDc CategorizaDon Iden3fy the Affected Procedures •  You no3ce that only the Auto Assign

Category and SubCategory sub-‐procedure, called by Incident enters Iden)fied, needs to be modified.

•  Recap the Current Behavior: –  Its current implementa3on looks for different

keywords in Summary; if a match is found, then the Category is set to Kaseya and the SubCategory is set to according.

–  You realize that this procedure was meant to categorize 3ckets created by alarms.

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AutomaDc CategorizaDon Adjust the Procedures

•  You know that if a 3cket is not created by a user (i.e., created by an alarm), the Submi3erType 3cket property is set to UNKNOWN; therefore, you use this to dis3nguish between the two situa3ons.

•  If the 3cket is created by a user and the user has not set the category, you will look for the specified keywords, and if one detected in that order, you will set the category and sub-‐category accordingly.

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AutomaDc Priority Assignment Specify the Requirements

•  Priority level must be calculated based on Severity and Urgency as follows.

Severity/Urgency High Medium Low

High Priority 1 Priority 2 Priority 3

Medium Priority 2 Priority 3 Priority 4

Low Priority 3 Priority 4 Priority 5

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AutomaDc Priority Assignment Specify the Requirements

•  Escala)on Time, Stage Goal Time, and Ticket Goal Time must be set as follows.

•  Values in the table are in hours.

Priority Default_SLA

Escalation Time Stage Goal Time Ticket Goal Time

Priority 1 4 9 36

Priority 2 8 17 68

Priority 3 16 33 132


Priority 5 64 129 516

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Note •  You may have no3ced that the stage goal 3mes for different priori3es allows for two stage escala3ons.

•  Also, the 3cket goal 3mes for different priori3es are 4 3mes the corresponding stage goal 3mes, coun3ng for the Iden)fied, Tier1, Tier2, and Solved stage goal 3mes.

•  This is just one way of coming up with the related values for stage and 3cket goal 3mes; your desk may be very different.

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AutomaDc Priority Assignment Iden3fy the Affected Procedures

•  You no3ce that Incident enters Iden8fied and Calculate Priority must be adjusted.

•  Recall that Calculate Priority also sets the stage escala3on 3me and stage goal 3me, while the procedure name implies that it only calculates priority.

•  Recall that Incident enters Iden)fied overwrites escala3on 3me and set it to 15 minutes regardless of the calculated priority of the 3cket.

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AutomaDc Priority Assignment Adjust the Procedures

•  To adjust Calculate Priority, you make sure that all the steps segng the escala3on and goal 3mes are eliminated.

•  Next, you need to create three procedures that separately set the escala3on 3me, stage goal 3me, and 3cket goal 3me, based on the calculated priority.

•  Also, you need to fix the values for the exis3ng procedure variables, and add new variable, if need be.

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AutomaDc Priority Assignment Adjust the Procedures

•  To adjust the Calculate Priority sub-‐procedure based on the issues that you iden3fied, you need to follow these steps.

1.  Go to Service Desk > Procedure Defini)on > Sub-‐Procedure.

2.  Navigate to Shared > ITIL Sub-‐procedures > Calculate Priority.

3.  Click on Edit Procedure. 4.  Delete all the steps that set the stage

escala3on and goal 3me. The resul3ng sub-‐procedures should reflect priority calcula3on depicted in the graph on the leh side.

5.  Click on Save and Close

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AutomaDc Priority Assignment: Adjust the Procedures

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Reminder: The Coverage Schedule for Default_SLA

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AutomaDc Priority Assignment: Verify the Changes

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AutomaDc Priority Assignment: Verify the Changes

Severity/ Urgency High Medium Low

High Critical/Priority1 High/Priority2 Medium/Priority3

Medium High/Priority2 Medium/Priority3 Low/Priority4

Low Medium/Priority3 Low/Priority4 Planning/Priority5

Priority Default_SLA

Escalation Time

Stage Goal Time

Ticket Goal Time

Priority 1 4 8 16

Priority 2 8 16 32

Priority 3 16 32 64


10-‐Jun-‐12 was a Sunday

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List of Procedures 1.  Ticket enters Tier1

2.  Ticket enters Tier2 3.  Ticket enters Saved

4.  Ticket enters Closed 5.  Stage escalated

6.  Solu3on unconfirmed by user

7.  Iden3fied Goal 8.  Tier1 Goal

9.  Tier2 Goal 10.  Solved Goal 11.  Incident Goal – All Stages 12.  Incident is Changed

  Ticket enters Tier1

  Ticket enters Tier2   Ticket enters Solved

  Ticket enters Closed 5.  Stage escalated




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1. Ticket enters Tier1 Specify the Requirements

•  When a 3cket enters Tier1, do the following –  If the 3cket has already been assigned to an individual, make that individual to be the owner of the 3cket. The owner of a 3cket is the person who is ul3mately responsible for resolving the 3cket.

– The stage escala3on and goal 3mes must be reset based on the freshly calculated priority.

– The status of the 3cket should reflect that it is in progress.

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Note •  When a VSA user sets the Assigned To field (in the 3cket edi3ng form) to a specific SD technician, the Assignee 3cket property is set to the SD technician and the Pool 3cket property does not exist anymore.

•  Vice versa, when a VSA user sets the Assigned To field (in the 3cket edi3ng form) to a specific pool, the Pool 3cket property is set to the pool and the Assignee 3cket property does not exist anymore.

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Note •  When a 3cket transits to a new stage, the Escala)on Level is reset to 0, and the Escala)on Time and Stage Goal Time are reset to the values defined in the stage.

•  If you want to set the Escala)on Time and Stage Goal Time based on the calculated Priority of the 3cket, you need to set them using the Set Escala)on Time and Set Goal Time commands.

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1. Ticket enters Tier1 Adjust the Procedure

•  To adjust Incident enters Tier1 –  You need to first test the existence of

Assignee and if it exists, set Owner to Assignee.

–  You need to call the sub-‐procedures for calcula3ng the priority and for segng the escala3on and stage goal 3mes.

–  You need to check the Status, if it is not In Progress, you need to set it to In Progress.

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1. Ticket enters Tier1 Adjust the Procedure

•  To adjust Incident enters Tier1, you need to follow these steps. 1.  Go to Service Desk > Procedures Defini)on > Stage Entry or Exit.

2.  Navigate to Shared > <USERNAME>_SD > Incident enters Tier1.

3.  Click on Edit Procedure.

4.  Add Test if Assignee Exists.

5.  Add a step to execute the ITIL Sub-‐procedures.Calculate Priority sub-‐procedure.

6.  Add a step to execute the ITIL Sub-‐procedures.Set Escala)on Time sub-‐procedure.

7.  Add a step to execute the ITIL Sub-‐procedures.Set Stage Goal Time sub-‐procedure.

8.  Add Test if Status DoesNotContain In Progress.

9.  Add Sets Status to In Progress.

10.  Click on Save and Close.

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1. Ticket enters Tier1: Adjust the Procedure

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4. Ticket enters Closed Specify the Requirements

•  No3fy the submiper by email.

•  Status must be Closed.

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4. Ticket enters Closed Adjust the Procedure

•  To adjust the procedure, you need to follow these steps. 1.  Go to Service Desk > Procedures Defini)on > Stage Entry or Exit.

2.  Navigate to Shared > <USERNAME>_SD > Incident enters Closed.

3.  Click on Edit Procedure.

4.  Add Test if Status DoesNotContain Closed.

5.  Add Sets Status to Closed. 6.  Click on Save and Close.

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4. Ticket enters Closed: Adjust the Procedure

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List of Procedures   Ticket enters Tier1

  Ticket enters Tier2   Ticket enters Saved

  Ticket enters Closed 5.  Stage escalated






  Ticket enters Closed   Stage escalated

  Solu3on unconfirmed by user



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5. Stage escalated Specify the Requirements

•  For the Iden)fied, Tier1, and Tier2 stages: –  If the 3cket has been assigned to an individual, no3fy the individual by email.

– Make sure that the 3cket is assigned properly to the pool associated with the stage and then no3fy the pool by email.

– Ticket should be escalated at most twice in a stage.

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5. Stage escalated Adjust the Procedure

•  If Assignee exists, no3fy by email.

•  Set Pool to Tier1Support, if in Iden)fied or Tier1 stage; Set Pool to Tier2Support, if in Tier2 stage. No3fy the pool by email.

•  If Escala)onLevel is equal to one, then call Set Escala)on Time sub-‐procedure.

Note: We add a note for tes3ng purposes at the beginning of this procedure; you can remove it when done with tes3ng.

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5. Stage escalated: Adjust the Procedure

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6. SoluDon unconfirmed by user Specify the Requirements

•  For the Solved stage: –  No3fy the submiper by email that a solu3on has been applied by a Helpdesk technician.

–  Ticket should be escalated at most twice in this stage –  If a user does not reply to the email no3fica3on that a 3cket solu3on is not acceptable, the 3cket will be closed aher 2 escala3ons.

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  Iden3fied Goal   Tier1 Goal

  Tier2 Goal   Solved Goal

  Incident Goal – All Stages 12.  Incident is Changed

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7-‐11. Goal Procedures Specify the Requirements

•  Recall that all the goal procedures were leh empty.

•  The support management shoud be no3fied if a 3cket misses its goal.

•  If the 3cket is in Iden)fied or Tier1, it should move to Tier1 or Tier2, respec3vely.

•  If the 3cket misses its goal in Tier2, the support management must be no3fied.

•  If the 3cket misses its goal in Solved, the Assignee or Pool must be no3fied.

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Note •  We add a note for tes3ng purposes at the beginning of each goal procedure.

•  If you add notes for tes3ng purposes, you should remove them when done with your tes3ng.

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7. IdenDfied Goal: Adjust the Procedure

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8. Tier1 Goal: Adjust the Procedure

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9. Tier2 Goal: Adjust the Procedure

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10. Solved Goal: Adjust the Procedure

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10. Solved Goal: Adjust the Procedure

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11. Incident Goal – All Stages: Adjust the Procedure

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11. Incident Goal – All Stages: Adjust the Procedure

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  Incident Goal – All Stages 12.  Incident is Changed







  Incident Goal – All Stages   Incident is Changed

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12. Ticket is Changed Specify the Behavior

•  If a SD technician changes a 3cket while it is in the Iden3fied stage and its Status is new, then the 3cket should transit to Tier1 and be assigned to the SD technician.

•  If the stage of the 3cket has not changed, but the content of the 3cket has been modified, you should no3fy the submiper.

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12. Ticket is Changed: Adjust the Procedure

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AutomaDc Ticket Tracking: Verify the Changes

IdenDfied

Tier1

Tier2

Missed Due

Solved

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AutomaDc Ticket Tracking: Verify the Changes

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Service Desk Lab


Emails & Alerts

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  Service Procedures 2.  Inbound Emails and Alerts 3.  Policies


•  Enabling Automa3on in SD   Service Procedures   Inbound Emails and Alerts 3.  Policies


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Ticket Request Mapping •  A Ticket Request Mapping procedure sets the apributes of a 3cket request, just before the 3cket is created, including the desk defini3on used to create the 3cket.

•  Ticket requests are created from either inbound emails or system events, such as alarm condi3ons.

•  A Ticket Request Mapping procedure determines what service desk is used to create the 3ckets, and whether 3cket requests are canceled.

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Ticket Request De-‐Dup •  A Ticket Request De-‐Dup procedure compares a 3cket request with exis3ng 3ckets to determine if the 3cket request is a duplicate.

•  If a 3cket request is a duplicate of exis3ng 3ckets, the 3cket crea3on is canceled. – Test for Condi3ons to match proper3es of the incoming Ticket request.

– The 3cket receipts proper3es checks are AND condi3ons.

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Specify the Behavior •  All the 3ckets created from inbound emails and alarms must be associated with your desk.

•  Replies to a 3cket crea3on acknowledgement or its follow up no3fica3ons must not create new 3ckets; they should simply be added as new notes to the original 3cket.

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Ticket Request Mapping Adjust the Procedure

•  To adjust the 3cket request mapping service procedure associated with your desk, you need to follow these steps

1.  Go to Service Desk > Procedures Defini)on > Ticket Request Mapping.

2.  Navigate to Shared > <USERNAME>_SD > Incident Mapping.

3.  Click on Edit Procedure. 4.  Select the Set ServiceDesk to Incident step.

5.  In the right pane, make sure that <USERNAME>_SD is defined to be set to the ServiceDesk property.

6.  Click Save and Close.

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Ticket Request Mapping: Adjust the Procedure

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Ticket Request De-‐Dup Adjust the Procedures

•  To adjust the 3cket request de-‐dup service procedure associated with your desk, you need to follow these steps

1.  Go to Service Desk > Procedures Defini)on > Ticket Request De-‐Dup.

2.  Navigate to Shared > <USERNAME>_SD > Incident Mapping.

3.  Click Edit Procedure. 4.  Add a step to check whether the email is a duplicate by looking for a

matching email sent in the past 24 hours with the same source type, first and second reference field, and the same machine id and group.

5.  If the email is a duplicate, add a note to the original 3cket that indicates a duplicate email was sent.

6.  Click Save and Close.

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Reviewing & Adjus3ng the Ticket Request De-‐Dup

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Service Desk Lab


Policies

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  Service Procedures   Inbound Emails and Alerts 3.  Policies


 Enabling Automa3on in SD   Service Procedures   Inbound Emails and Alerts   Policies


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Defining Unique Policies •  Unique Policies

1.  Policies with their unique associated Coverage Hours can be assigned to a Organiza3on, Organiza3on Type, or Machine Group

2.  For example a 24 / 7 coverage to override your default 8 to 4 coverage.

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LAB •  You realized that you should not treat handling the issues related to the servers in the mr the same way you treat the issues related to the instruc3onal computers in scis and cec and guest computers in gl.

•  In addi3on to the default policy that you defined before, you decide to define three policies, namely, Gold_SLA, Silver_SLA, and Bronze_SLA, and associate them to machines in mr, scis/cec, and gl, respec3vely.

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The Gold_SLA Policy

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Redefining Values for the Procedure Variables for

Gold_SLA

Priority

Gold_SLA

Escalation (h) Stage Goal (h) Ticket Goal (h)

Priority 1 1 3 12

Priority 2 2 5 20

Priority 3 4 9 36

Priority 4 8 17 68

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Redefining the Values for Gold_SLA

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Defining Coverage Schedule for Gold_SLA

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Associa3ng Policies with Your Desk

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Verify the Changes •  We leave this part to you to develop some representa3ve test suites to verify that – Tickets created by the end users of different machines will end up with different policies.

– Accordingly, the escala3on, stage goal, and 3cket due 3mes will be overwripen by the corresponding policy.

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Service Desk Lab

Part 14 Automation Case Study

Field Validation

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SD Automa3on  Enabling Automa3on in SD

  Service Procedures   Inbound Emails and Alerts   Policies



•  Case Studies   Field Valida3on 2.  Wai3ng for User Feedback 3.  Suspending Tickets 4.  Collec3ng Data

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Procedure Changes

•  ORDER OF STEPS MATTER •  Command steps will apply to the 3cket immediately •  Last Step will take PRECEDENCE •  Changing STAGES during an Escala3on or Changed procedure will automa3cally run the Stage Exit of the Previous Stage and the Entry Procedure of the new stage, then return to the original procedure’s next step.

•  When modifying procedures,

“YOU ARE NOT WORKING IN A VACUUM”

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Failing Ticket’s Edit Changes

•  There might be a requirement that you need to prevent any further changes to a 3cket unless a set of pre-‐defined condi3ons are met. •  How do we create a “Forcing Func3on” within the Service Desk Procedure?

•  How do we no3fy the edi3ng user what the prerequisites are?

•  In the example we are segng up an approval request that can only be approved by One User (Username=Tim Contact).

contact-‐scis-‐wbproserv

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•  Steps are: •  Crea3ng a Request for Approval Status •  Edi3ng the Change Procedures to check for the Condi3onals

•  Check for the Request for Approval status •  Check whether the right edi3ng user is allowed to make the changes

•  Ensure that the Status is set to reflect the State of the 3cket.

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•  Changed Procedure Addi3ons

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Service Desk Lab


Solved Stage

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•  Case Studies   Field Valida3on 2.  Wai3ng for User Feedback 3.  Suspending Tickets 4.  Collec3ng Data


•  Case Studies   Field Valida3on   Change Procedure for Solved Stage 3.  Wai3ng for User Feedback and Suspending

Tickets 4.  Collec3ng Data

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Change Procedure for solved stage •  When a 3cket is in Solved Stage and end user replied that

the issue s3ll exists, we need to insert a process to reopen that 3cket.

•  NOTE: Ticket in an end stage cannot be reopened. This is the reason why we add a Solved stage to ensure that the end user no longer is experiencing the issue.

•  Steps: Check for 3cket in solved stage •  Check that the person edi3ng the 3cket is the submiper

or end user. •  If both condi3ons are TRUE, Then reopen the 3cket.

•  Op3onal : Create a new Status for reopen 3ckets

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Change Procedure for solved stage

•  We also added a check if the user added a note.

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Service Desk Lab


Suspending Tickets

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•  Case Studies   Field Valida3on   Wai3ng for User Feedback 3.  Suspending Tickets 4.  Collec3ng Data


•  Case Studies   Field Valida3on   Change Procedure for Solved Stage   Wai3ng for User Feedback and Suspending

Tickets 4.  Collec3ng Data

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Adding a Suspended Stage •  Why add a suspended stage?

•  Stop escala3ons •  Add the new Suspended Stage

•  Configure stage workflow to direct how 3ckets can move between the stages.

•  Create a new Entry Procedure for the Suspended Stage.

•  Set escala3on and goal 3me to 0, NO ESCALATION, in the stage defini3ons.

•  Add change procedure when status changed

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Adding a Suspended Stage •  Suspended Stage Defini3ons

•  Suspending Escala3on set no Escala3on Procedures with Escala3on Time set to 0

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Suspended Stage •  In the Change Procedure, check for the Suspended Status

to move the 3cket to the suspended stage –  Also add a test condi3on if anything else has change to move the

3cket from the suspended stage to a func3onal ac3ve stage.

–  For example set the stage to either a Tier 2 or to the [$PreviousStage$]

•  If you need a reminder set the Escala3on Time in the Entry Procedure for the Suspended Stage to set the Escala3on Time.

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Suspended Stage Change Procedure addi3ons

•  Test when status is set to Suspended

•  Test when status is to move 3cket out of Suspended stage

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Wai3ng For User Feedback •  Items to consider to complete the procedure automa3on: •  The Helpdesk Technicians assigns the status of WaiDng For User Feedback for the status.

•  Suspend Escala3on or move the 3cket to suspended stage

•  Send email to end user asking for more feedback •  Send email to the Assignee of the 3cket when the end user replies back with more informa3on

•  Change 3cket status back to In Progress

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Wai3ng For User Feedback •  Items to consider to complete the procedure

automa3on: •  The Helpdesk Technicians assigns the status of WaiDng For User

Feedback for the status. •  Add new Status entry if status does not exist

•  Suspend Escala3on or move the 3cket to suspended stage •  Add a step in the change procedure to suspend escala3on

•  Send email to end user asking for more feedback •  Add a step in the change procedure to the end user •  Review or add a Message Template for the email content

•  Send email to the Assignee of the 3cket when the end user replies back with more informa3on

•  Check when a informa3on is received and send out the email

•  Change 3cket status from WaiDng For User Feedback •  Add a step in change procedure aher the email no3fica3on to the Assignee

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Wai3ng For User Feedback •  Changed Procedure •  Added 2 condi3onals in the changed procedure

•  First to send a no3fica3on to End User for the request for more informa3on

•  Second to relay the informa3on from the end user to the Ticket Assignee

•  Escala3on Procedure •  Test to sent reminder to submiper that

technicians is wai3ng for more informa3on. •  Set the escala3on level to how many 3mes you

want to send the reminder.

•  If pass the reminder limit 3me we will then send an email to close the 3cket and change the Stage and Status to Closed.

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Service Desk Lab


Collecting Data

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•  Case Studies   Field Valida3on   Wai3ng for User Feedback   Suspending Tickets 4.  Collec3ng Data


 Case Studies   Field Valida3on   Change Procedure for Solved Stage   Wai3ng for User Feedback and Suspending

Tickets   Collec3ng Data

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LAB •  Execute a VSA Agent Procedure to collect informa3on and append the informa3on into the NOTES field of the 3cket.

•  Leverage VSA Agent Procedure to collect informa3on

•  Working the process backwards. –  Create an Agent Procedure to (a) collect informa3on and (b) store it on the Kaseya Server

–  Create Service Desk Procedure to check of the existence of the Collected Data in the stored loca3on defined in the Agent Procedure.

•  If data exist, then append the informa3on to the Notes of a Ticket

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LAB

•  When a CPU U3liza3on Alert occur, Kaseya can automa3cally create a 3cket.

•  When the 3cket is created, check for the Monitor Set name in the 3cket descrip3on. •  Assign a specific category and execute an Agent Procedure on the machine that created the alert

•  The agent procedure collects the data and upload the informa3on to the Kaseya Server in the machine specific folders.

•  Move the 3cket to another stage, CollectData stage to pull the data and append it to the Ticket note sec3on.

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Downloading the Sample

•  Crea3ng Agent Procedures to collect data •  For our example we are looking at performance issues •  Need to download a u3lity to format the collected data

•  Text2HTML converter u3lity hpp://www.cyber-‐matrix.com/txt2html.html

•  Download the Service Desk and Agent procedures, as well as the and Kperfmon.exe u3lity to perform the process list gathered from :

hpp://demo1.kaseya.com/handouts/ServiceDeskLAB.zip

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Downloading the Sample 1.  Download and Extract the contents of the ServiceDeskLAB.zip

2.  Copy the Text2Html.exe file to VSASHAREDFILES\TextToHTMLConverter •  NOTE Create the TextToHTMLConverter first

3.  Copy the Kpermon.exe file to VSASHAREDFILES •  NOTE If you imported IT Service Delivery Kit and copied the Kperfmon.exe, then you can skip

this step.

4.  Under Agent Procedures Module, create a new folder under the Shared Cabinet and import the Agent Procedure (AgentProcedureKperfmonSD.XML) into the new shared folder.

5.  Under Service Desk Procedure Defini3ons – Sub-‐Procedures, import the sub procedures to collect data and auto assigned categories. (Procedure Folder SDW.xml)

6.  Edit the Auto Assign Category for Collec3ng Data procedure –  Edit the Schedule procedure command to point to the correct Agent Procedure

that you just imported.

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Fixing the References •  Ensure that the correct references for Agent procedures and Sub

procedures are performed

•  Edit the Iden3fied Entry procedure to add a command step to execute the Sub-‐Procedure Auto Assign Category For Collecting Data

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Edi3ng the Escala3on Procedure •  Edit the escala3on procedure

•  Add a new stage CollectData set the escala3on 3me for 2 minutes. •  Set the Stage Procedure

•  Leave the Entry Stage Procedure Blank

•  Review the Incoming Email and Alarm Segngs •  Alarm Mapping Procedure

•  Alarm Default Service Desk

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Test Automa3on •  Create a monitor set labeled “CPU U3liza3on” to test for CPU

Performance •  Monitor Processor Object, % Processor Counter, Total Instance.

•  Use Set threshold value very low to set off the alarm (i.e. 10%)

•  Assign the new Monitor set to an endpoint. •  Set the no3fica3on to Create Ticket

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Test Automa3on •  Review the Note Field and Escala3on Time to check the progress

•  Note there are delays in crea3ng 3ckets from alarms.

•  Data collected will list the process list into the Note fields

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It Is Your Turn!

Ques3ons? •  Please type your ques3ons in the chat sec3on of your GoToMee3ng window.

•  Remember that you can always send your ques3ons to [email protected] too.

•  If you are falling behind the steps in the lab, please just watch the presenta3on, take some notes, and perform your labs aher the lecture.

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Wrap Up! •  Day One

–  Introduc3on to Workshop and Virtual Labs

– Kaseya Service Desk Overview – Crea3ng Your First Service Desk – Defining Your Ini3al Service Desk Users

•  Day Two – Day One Recap – Configuring Your Service Desk Users – Adding Automa3on to Your Service Desk



 Day Two  Day One Recap  Configuring Your Service Desk Users  Adding Automa3on to Your Service Desk

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What is next? •  4 more weeks of pracDce

–  You need to finish all the lab assignments within the 35 days of your program.

–  Unlimited access to training videos, interac3ve videos, self-‐assessment quizzes, and reading material available 24x7.

–  40 hours of virtual labs; 10 hours per week.

•  1 CerDficaDon Test – The passing grade is 90 out of 100 –  Includes two parts

•  Theory: 30 points •  Hands-‐on: 70 points

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It Is Your Turn!

Ques3ons? •  Please type your ques3ons in the chat sec3on of your GoToMee3ng window.

•  Remember that you can always send your ques3ons to [email protected] too.

•  If you are falling behind the steps in the lab, please just watch the presenta3on, take some notes, and perform your labs aher the lecture.

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Some Recommenda3ons •  The front face of the support should be customer service, who have soh skills and broad understanding of the product.

•  Make use of views to be able to handle large volumes of 3ckets.

•  Do not create 3ckets on end user’s behalf. The end users should do that, as they are the ones who can best fill out the form.

•  Encourage the use of portal rather than emails for crea3ng new 3ckets.

•  Do not make changes directly to your service procedures. Use Save As and do version control.

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THE END!

Kaseya Service Desk Workshop DAY TWOusers.cis.fiu.edu/~sadjadi/Teaching/IT...

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