WIP - Service Catalog
- William Chattin
- Jessica Meyerson
- 1 Account Services
- 2 Eforms
- 2.1 Request to delete Payroll TimesheetRequest for instructions on filling out the timesheetRequest Type - Event/Form Help
- 2.2 Request to delete mileage timesheet Request Type - Event/Form Help
- 2.3 Request to delete Seclusion and Restraint FormRequest Type - Seclusion and Restraint
- 2.4 User can not assign Seclusion and Restraint Form to supervisorRequest Type - Seclusion and Restraint
- 2.5 Request to access Eforms”I don’t have access”Supervisor is not “assignable”Request Type - Phoenix/ESI
- 2.6 Emily Email Ticket related to Seclusion and Restraint
Account Services
Request Type | Operational Categorization | Resource Categorization | Systems Used | Tier 1 collects and does | Systems This Affects | Self Service? | AI Possibility |
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Password Reset | People - Support | Account/Access Request - Password Reset | Active Directory/Azure Active Directory | Username/Employee ID | Login to anything that uses SSD systems | There is a self service pw reset portal. | Would require Microsoft CoPilot setup to chat with users |
Request Access to a specific resource |
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| Supervisor must fill out Computer Access Form |
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Eforms
Before continuing you must find out what Eform the user is talking about. This can be found in Eform(s) App-Gen100 and search the Eform Ticket Number
You must have the Eform Number for all scenarios
Every Eform Request needs to be individual. No TSD ticket should be used for multiple forms
Eform Type & Request Type | Operational Categorization | Resource Categorization | What do we need? | What Does Tier 1 Do? | Possible User Errors | User Language | Example TSD Tickets |
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Request to delete Payroll Timesheet | Software - Application Request Support | Software - Eforms | The Eform Number | Collect the Eform Number and move to Payroll | User creates two timesheets that cause them to be duplicates. Tech Support can not delete these |
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Request to delete mileage timesheet | Software - Application Request Support | Software - Eforms | The Eform Number | Canned Response to provide instructions on how user can delete the form. | If user cannot perform instructions, then move the ticket to Accounting |
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Request to delete Seclusion and Restraint Form | Software - Application Request Support | Software - Eforms | The Eform Number | Escalate to SEIMS Queue after getting the Eform Number |
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User can not assign Seclusion and Restraint Form to supervisor | Software - Application Request Support | Software - Eforms | The Eform Number | Escalate to SEIMS Queue after getting Eform Number | User may not be saving correctly. May require SEIMS Chair to Zoom |
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Request to access Eforms | Software - Application Request Support | Software - Eforms | The Eform Number | We need to find out what task they are trying to accomplish and where the error is. | All of them |
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Emily Email Ticket related to Seclusion and Restraint | Software - Application Request Support | Software - Eforms | The Eform Number | Follow Emily’s Instructions Escalate to SEIMS | Not reading Emily’s instructions |
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