| VOLUNTEER MANUAL |
Request Tracker is the VCN's web-based help desk problem and resolution tracking system. After attending a training session, you will be given a user profile so you can begin logging voicemail and solving user problems. Please refer to these detailed instructions, protocols and online RT Manual.
A few important points:
First and foremost, remember that you are part of a large team working in this online area. Be respectful of the common protocols, and co-operate with each other to resolve users' problems.
Focus on what you know. If you have special expertise, sort requests regarding those types of problems and go to it. Document all your actions and recommendations so other volunteers and users can learn from you and begin to solve problems for themselves.
Focus on resolving problems. Any action on the request changes the Last Action time stamp, so changing administrative functions (like subject) gives the false impression that action has been taken and puts the problem lower in the priority for real action.
Be professional and respectful in all your entries (goes without saying, but� just log the facts and your recommendations).
If logging a problem from voicemail, remember to drag the voicemail message into the "Logged in Book" folder. If you forget to do this, the next volunteer's time will be wasted on re-logging them or searching to sort out duplications.
Protocols for Working in Request Tracker
These protocols were designed to make everyone's lives easier, provided everyone follows them:
- Deal with oldest Action Date first.
- Take Ownership of all you work on - avoid duplicating work happening in another location by a co-worker.
- Resolve when you have replied or spoken with the Requestor - give enough information in your email or phone message to ensure they can solve it.
- Release Ownership if you can't set it to resolved within a few days.
- Document all actions, even if it seems obvious to you.
- Note the type of contact you have made: phone conversation, phone message, email, in-person.
- Don't waste time changing administrative functions - work to resolve.
- Reduce duplication: merge duplicate/repeat requests by clicking Serial.
- Use the VCN signature: (i.e., no personal comments/yahoo logos etc).
- Use standard responses provided, and review resolved requests for help.
- Remind people to quote their ticket number if replying or calling office.
- Standardize Subject lines for easy searching/sorting, and don't change standards without consulting: How to upload; Error 404.
- Kill Spam: set status to Dead.
- Re-direct complaints re: Spam by VCN users to 'sys-abuse'.
Recording and Resolving Problems in Request Tracker
- Log in at: http://www.vcn.bc.ca/rt/webrt.cgi.
- When receiving a problem, check whether the person has called before and whether there is an existing Request in RT:
a. ask the user if they've called or written for help before and whether they were given a ticket (Serial) number
b. or
c. do a search for the user's phone number or login using the Edit�"Find in Page" function or the bookmark on the HelpDesk computer
d. search for ticket number or other keywords using the fields at the bottom of the queue page
e. if problem was resolved earlier, you must enter the number in the "Display Request #" box or set the filter on the Status field to "any" in order to find it
- If you find the problem has previously been logged into Request Tracker, click the Serial number (first column) to view the history and details. Any actions you take should be logged into this old request.
- If this is a new problem, click "Create Request in queue - help" at bottom of page.
- Queue Field: this is default set to Help. Leave it here unless it is truly a systems administration problem - like a password reset or delete account request.
- Created by field: your login appears by default
- Area field: leave as "none".
- Status field: default is "open". If you are solving the problem - i.e., you have left a message for the person or sent an email detailing how to solve their problem, set this to "resolved".
- Owner field: If you intend to solve this problem, put your login here. Do not assign ownership to anyone else unless you discuss it with that person first.
- Requestor field: Enter the user's full email address.
- If you have the full name of the person or group, do a user search to find their login id and enter full address in field.
- If request is from a group, add [email protected] as a Requestor.
- If you do not have an email address, leave the Requestor field blank (it defaults to creator's name so delete if you do not want to be the requestor).
- Subject field: Enter a concise description of the problem, i.e.:
1. Win3.1 - can't connect
2. MAC Set-up
3. Password error
4. Registration Question
**Put the person's telephone number in the Subject line - it provides an easy search criteria and helps reduce duplication of problems when logging from the voice mail program.
**If call is from a non-profit group, put "604" at the start of subject and include group's name.
**If call is from a Langara student, put "Langara" in the subject field.
- Priority, Final Priority and Date Due fields: Ignore
- Content field: enter User's name, phone number and as much detail as possible about the problem. If you are creating this request from the voicemail, put date and time of phonecall.
- Click Create Request below the content box.
- An auto reply message is sent to the address in the Requestor field, advising the person of their unique serial (ticket #).
- Click Logout link at bottom right corner of queue when you are finished working in RT.
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