Support@Duke Request Fulfillment Guide - End Users (non ITIL) role

Duke Health Users:  To view updated support documentation for Incident and Request processes that are specific to Duke Health, please visit the DHTS User Portal
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Support@Duke Request Fulfillment Guide

To be used by non ITIL role (End Users)

Abstract: This document is a reference guide for end users with a non-ITIL Role in Support@Duke on how to process generic and password reset service requests.

 

Logging into Support@Duke

University users should log in to Support@Duke with NetID and Password. Duke Health users should use the DHTS User Portal..

University users can locate the Service Request Catalog in the Self-Service section of the left Navigation panel:

 

Duke Health users should click on the Get IT section:

and then Featured Requests:

Overview of Service Requests

A Service Request is typically a request for information, or advice, or for a small change or for access to a service or application. Examples are password resets, software installation on a laptop, or a request to move, add, or change a telephone line/number. In Support@Duke Service Requests are handled very similarly to the way orders are handled at Amazon.com.

The two parts to the Service Request in Support@Duke that will be important for you to know as a customer/end-user are:

1. The Request itself, and
2. The Request Item (often referred to as RITM).

The user fills out the request form, and for generic service requests there is a one to one to one relationship between the Request and the Requested Item.

Using the Service Catalog to create a Generic Service Request

University Users

In the Service Catalog there are two links under Can We Help You? For submitting requests:

• a. Create an New Request
• b. Password Reset

To create a Generic Service Request:

1. Click Service Catalog, then click Create a New Request link:
   
   
   
   
   
   The link will take you to the following form:
   
   
   
   1. Your name and userid are added to the “Requested for” field. This field can also be used to put in a ticket on someone’s behalf if you are not the person needing a request fulfilled. Verify that this information is correct
   
   2. The phone number from your profile is filled in. If it is not correct please update the phone number with the correct information. If you are submitting this request on behalf of someone else you will need to type in their phone number.
   
   3. "Your location" - This is your current location, or the location for the request that you are making, such as building, floor, room.
   
   4. Describe the request. Enter as much information as you can so the IT support group can process your request.
   
   5. If any Sensitive information or PHI needs to be entered on this form make sure that it is entered in the "Sensitive electronic information" field, and only in that field.
   
   6. Select the urgency of this request.  If Urgent is selected a Reason for urgency and Due Date field will appear and they will need to be filled out in order to place the request.
   
   
   
   
   
   7. Select which Service Desk you are associated with, OIT or DHTS. DHTS is for Health System users and OIT is for University users. You can also select "I know which group should receive this ticket" and enter which group should receive the ticket.
   
   At this point an attachment can be added to the Request by clicking the paper clip in upper right corner. If attaching, the Browse dialog box opens to select the desired file. The attachment may be encrypted by checking the “Encrypt” box. Click Attach and the name of the attachment will show at the top of the Catalog Task Form. Multiple attachments can be added. When done click the x to close the dialog box.
   
   
   
   
   
   If you have finished with the request form, click Request Now button at the bottom of the form or in the upper right corner. You will receive an email confirming your order with your Request and Requested Item Number.

 

Checking the status of your Service Request

1. Clicking Requested Items in the Self-Service navigation panel presents the list of requests created by you or on your behalf. From here you can check the status of your Service Requests by clicking the RITM# in which you are interested. You are presented the Order Status form.

2. The Stage field shows the status of the request.

NOTE: Email notifications will be sent when the request is created and when it is fulfilled and closed. Intermediate notifications may occur if the technician working the request adds comments in the Additional comments (Customer visible) field.

 

Password Resets - NetID

Many of Duke’s applications are protected by a single password associated with your NetID. There is a link on the Support@Duke sign in screen, below the Password field, that will allow a user to reset or change their own password:

Best Practice: It is recommended that users attempt to reset their NetID password through this method before submitting a ticket or calling the Service Desk to access Support@Duke or other NetID authenticated application.

 

Password Resets - Others

Some applications are not protected by NetID Authentication and you will need assistance by IT support staff to reset the password. For those, please follow the steps below.

1. Click Service Catalog and then click the Password Reset link.
   
   
2. Your userid and phone number are pre-filled. Verify they are correct.
   
   NOTE: This field can also be used to put in a ticket on someone’s behalf if you are not the person having the issue.
   
   POLICY: Specifically for password resets only the user with the password problem will be given any password information and will need to be available to speak directly with IT support staff to walk through challenge response questions and answers as part of the established security protocol.
   
   
3. Select the most appropriate Configuration Item.  The field will auto fill when you begin typing with available options.
   
   
4. Add Details for the request including as much information as possible.
   
   NOTE: The Help link asks users to “Specify system, userid and any other helpful information. Do NOT include sensitive information such as social security numbers or what you thought the password was.”
   
   
5. Select the appropriate Service Desk from the Assignment Group field (typing “Service Desk” will auto populate the dropdown with choices)
6. CAUTION: Change the "Are you done with this password reset and want to close the request?" box to No - if left with the default answer Yes the task will be closed.
7. Click on Request Now. The Order Status page shows you that your request has been submitted. Make note of the REQ number for future reference and check your email for a notification for this requestsubmission. The email will reference the REQ and the RITM number.

Click on Back to Catalog, Home or the Navigation Panel to exit this screen. Refer to previous section Checking the status of your Service Request to understand the request status.

 

Additional Resources

For questions or comments about this document or Request Management in general please feel free to submit a ticket via Service Now (https://duke.service-now.com)

Please assign any Duke Health tickets to Service Management-DHTS

University tickets to Operations Management-OIT