Business Unit?

Clear Ticket?

(YES)   NO

Lotus Notes Certification Process

Use the FIG ID Request Database to recertify the client, or ping out for help.



Help

Function Keys (ALT - Key)

C Copies General Ticket
E Opens Escalation Panel.
S Jumps to Search Field.
# Inserts QuickText.
* Clears Troubleshooting.

Each field in the main form is selectable with the underlined character by pressing ALT and that key.

Additionally, you can copy that field by holding down ALT and clicking normally in that field.




This criteria is used for Ticket Quality:

  • Business Unit.
  • Client's Full Name.
  • Contact Telephone Number.
  • Location. (Includes floor.)
  • Login Username / ID.
  • In the Office or Remote.
  • Issue has 4+ UPPERCASE Keywords.
  • Server or Application.
  • Asset Tag of hardware.
  • All troubleshooting steps taken.
  • Any related error messages.
  • Reference Doc used.

Ticket Quality is performed on a random and spot-check basis every month. Please make sure your tickets are fully completed.

 


In TSD
  • Complete SCIM as usual.
  • Add #info_required Note.
  • Set Statusboard.
  • Set as SEV 3.
In Chat
  • Notify group.
  • Paste to ESC Handler.
  • Get Approval.
Finally, save as OPEN_HOLD.
Whiteboard Steps
  • Add text with SEV 3.
  • Paste Process Note.

Is this a Service Point Escalation?

Fill out the ticket information before copying.

YES NO
YES NO
YES NO

When you require a Notes escalation please provide the above requested
info via E-mail ewphelp@ca.ibm.com.

  • Use appropriate Metal Code.
  • Use appropriate model.
  • Complete the SCIM, Abstract and Description.
  • Add appropriate Activity Action ID.
  • Complete the severity calculator. Use CSC Escalation steps for severities 811 and 812, otherwise transfer to the appropriate workgroup.
New agents should save in open_hold and obtain approval from a supervisor before transferring.

Fill out the Escalation information first!

In TSD
  • Select appropriate model.
  • Complete SCIM as usual.
  • Add #info_required Note.
  • Set Statusboard.
  • Set as SEV 3.

In Chat
  • Notify group.
  • Paste to ESC Handler.
  • Get Approval.
Finally, save as OPEN_HOLD.
Whiteboard Steps
  • See normal Escalation process.

Fill out the ticket information before copying.

YES NO  
EMP CON


Before copying, make sure to read the following:

  • Zurich certificates do not expire.
  • The manager must be reachable in ZNAB.
  • Transfer the ticket to ZFD-CACSCL1-5, then resume and place ticket on SLA_HOLD.
  • Please refer to doc 13862 for further information.

Clicking the copy button will open Lotus Notes, where you can Mail this information to ewphelp@ca.ibm.com.

 

Just a demo (clipboard support is broken) of a tool I created for the Zurich account at IBM during 2006 - 2008.