1. Campus wide Ticketing Tool for UC Berkeley
Sprint Review #3 Incident Management 2– February 24, 2014
A joint project of
Campus Shared Services &
Information Services & Technology

2. Agenda About this Sprint Key Decisions Metrics Categories
Sprint Review Demo
Next Steps
Upcoming Project Dates
For More Information
Sprint Stories

3. About this Sprint February 4 – February 19 Key Developments:
Incident Management
February 4 – February 19
Key Developments:
Categories
Self-Service Portal
Communications

4. Key Decisions
Incident Management
Allowing users to regulate amount of s postponed (customization required)
s received go to Caller module
Service Requests will be received in Incident Management until Service Catalog can be built out further

5. Metrics
140 points
70 stories
# of changes:

6. Metrics

7. Categories Service Interruption Service Request Information Request
Outage
Performance
Error
Security
Service Request
Information Request
How To
Feedback
SPAM

8. Sprint Review - Demo
Incident Management
Scott Hall, Developer

9. Next Steps Service Request – New Standard Computer
Complete hiring of developers
Conduct Production Test with small customer group
Plan & Develop trainings for staff and customers

10. Upcoming Project Dates
Deliver production ready tool to CSS-IT – End of February
Production Test – First half March
One more development cycle – Second half March
CSS-IT begins migration off of Footprints – Early April

11. For more information Project Wiki

12. Sprint Stories As a customer, I can choose Impact level of my request
 As a user, when I search for a person's name for the beneficiary field, I want to search by last name
 As a tech, I can see tickets that I am assigned to so that I can be more efficient with tracking my tickets.
 As a tech, I can organize my tickets multiple ways, by date, assigned to, assigned to me but no action taken etc
 As a tech, I want to escalate a ticket to L4 for all Gold Issues
 As a tech, I want to be able to do a KB look up to see if the solution for a issue is available in the kb
 As a tech, I want to be able to record all actions taken in a ticket
 As a tech, I want to be able to escalate a ticket to a campus partner
 As a tech, I want to be able to escalate ticket to a vendor
 As a tech, I want to be able to change the status of a ticket to 'resolved', after a solution has been provided for the issue
 As a tech, I want to be able to put a ticket on 'waiting for customer' status when im waiting for a customer to respond
 As a tech, i want to be able to reopen a ticket that is in resolved status for less than 3 business days.
 As a tech, I want a ticket in resolved status to 'close' automatically 5 business days after resolution was provided and customer hasnt responded to confirm resolution.

13. Sprint Stories
 As a supervisor, I want to know if a ticket is gold issue ticket
 As a tech, I should be able to change the priority of a ticket if it is a gold ticket
 As a tech, I should be able to select a business service when creating a new incident management ticket
 As a tech, I should be able to select a category when creating a new incident management ticket
 As a tech, a newly created or generated incident ticket will always have 'new' as the status of the incident ticket.
 As a tech, I should be able to select a status from the drop down based on the state of the ticket
 As a tech, I should be able to capture resolution of a incident ticket before status is changed to resolved.
 As a tech, I want to know if an incident ticket was generated via , phone or the web.
 As a tech, I should basic customer information auto populated in an incident ticket generated via
 As a customer, I should basic customer information auto populated in an incident ticket generated via web form/ portal
 As a customer, I should be able to submit an incident request via the self service portal
 As a customer, I should be able to select a business service for an incident ticket submitted via the self service portal
 As a customer, I should be able to select a category when submitting an incident via self service portal
 As a customer, I should be able to create an incident ticket via the self service portal by using my CalNet ID
 As a customer, i should be able to see my primary phone number, and auto populated when i create an incident ticket

14. Sprint Stories
 As a customer, i should get a message saying my incident ticket has been successfully submitted after I click the submit button on the self service form.
 As a customer, i should receive an acknowledgement stating that my incident has been assigned to the correct group and someone will contact them for tickets submitted via self service portal
 As a customer, I want to receive an acknowledgement with my incident ticket number after submitting a incident ticket via self service portal
 As a customer, I should be able to see all current incident tickets with me as a caller in the self service portal
 As a customer, I should have read access to incident tickets opened by me so i can track them through the self service portal
 As a customer, I should be able to see a summary of my incident tickets to understand the status of the incident ticket in the self service portal
 As a customer, If can receive notifications every time there is a change in status to incident tickets opened by me
 As a customer, I will receive a notification when my incident ticket has been closed.
 As a customer, I should be able to see incident ticket that are in closed status 30days from the date of ticket closed in the self service portal.
 As a customer, I want to see a clearly define service catalog which helps me in submitting a correct incident management ticket.
 As a customer, I should be able to see incident tickets that were requested on my behalf in the self service portal
 As a customer, I want to be able to track incident tickets in the self service portal where I am the on the watch list

15. Sprint Stories
 As a customer, the incident tickets i see in the self service portal should have only the minimal information in the ticket. It should not contain the tech work notes or internal work notes.
 As a customer, I want my incident ticket submitted via self service portal to be assigned to the correct assignment group based on the category and business services
 As a customer, I should receive a message "fields required" when I try submitting an incident ticket via self service portal with required fields missing information
 As a customer, I should be able to track my incident tickets by how it was submitted eg, , phone, portal
 As a customer, I want to send an to CSS-IT and have my incident ticket submitted
 As a customer, I should receive an acknowledgement after sending the that the was successfully delivered
 As a customer, I should receive a acknowledgement that a SN incident ticket was submitted and a ticket number was generated. The ticket number will also be attached to the
 As a tech, When I receive an incident ticket opened via I should be able to see the addresss auto populated
 As a tech, I should be able to see that the category and business services pre populated for incident tickets submitted via .
 As a tech, I want to be able to see a short description in an incident ticket submitted via
 As a tech, I want to change the priority of an incident submitted via
 As a tech, I want to change the category and business services of an incident ticket submitted via

16. Sprint Stories
 As a customer, I want an incident ticket submitted via to be assigned to the correct assignment group
 As a tech, I should be able to make changes to customer phone number, address, calnet for incident tickets opened via
 As a tech, I should be able to see the subject line from an transferred to the short description of an incident ticket for tickets submitted via
 As a tech, I want to see the body of the transferred to the additional comments section of an incident ticket for tickets submitted via
 As a tech, I should be able to attach a KB article to an incident management ticket.
 As a tech, I should be able to attach files to an incident ticket.
 As a customer, I should be able to attach files to an incident ticket opened via self service portal
 As a tech, I should be able to see the attachment file in an attached to an incident ticket submitted via
 As a customer, I should not have access to delete a file attached to an incident ticket after it was submitted.
 As a tech, I should be able to download any files attached to an incident ticket
 As a SN Admin, I should be able to see an audit trail for attachments downloaded by a tech for security purposes
 As a tech, I can track routing of tickets to based on assignment teams so i know who to follow up with
 Need to remove student id from the contact list, since it falls under dpl2 data
 As a gold customer, incident tickets submitted gets auto escalated to L4 team
 As a tech, I want to be able to see all open tickets so i can assign tickets to myself
 As a tech, I should be able to open child tickets to assign to escalation teams or track escalations to teams outside of ServiceNow
 As a tech, I should be able to capture all phone calls using the Service desk call feature in service now