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Visalia Unified School District

Principal & Area AdministratorService Request Approval Processing Using The SRTS

November 16, 2005Administrative Services

byAl Foytek & Mat Brletic

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• “Service Request Tracking System” (SRTS)Access Requirements- Computer Connected To Intranet - Internet Explorer or Other Browser- VUSD Network Account User ID/Password- Email Account

Easy Access To Administrative Services

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Maintenance Department ServicesTechnological Department ServicesCustodial Department ServicesGrounds Department ServicesBIS Support ServicesFour Creeks Catering ServicesSRTS Support Services

Services Now Available Via SRTS

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SERVICE QUEUE - Each Service Providing Department has, within the SRTS, its Own “Queue”. A “Queue” is a collection of Service Requests that belong to one and only one

Department. Staff Members of the Service Providing Departments will work only from Service Requests created in their Department’s Queue.

QUEUE SELECTION- End Users of the SRTS have the ability to make Service Requests from all

available Queues.

SRTS DISPLAY & FEATURES- Certain end users, such as Area Administrators, Principals, and some Assistant Principals, will see a slightly different WEB interface than “regular” end users of the SRTS. This is to allow participation in the “Approval” process.

SRTS BASICS

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Approval Required On School Site Initiated Requests For:- Maintenance Service- Custodial Service- Grounds Service

Approved Only By Site Principal or, if designated, one of the Assistant Principals

“Projects” Must Also Be Approved By The Responsible Area Administrator

SRTS Approval Features Are Not Visible To School Site Staff

APPROVAL BASICS

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To log in to the SRTS, enter the following address (URL) into your WEB browser “address” box:

http://srts-1.visalia.k12.ca.us/

You will be asked to log in - Use your network userid and password.

NOTE: For ease of access, add this page to your “Favorites”

SRTS LOGIN

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SRTS Login Window

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“Home” Page for “Regular” Staff

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“Home” Page for “Approvers”

Note the “Approvals” Tab.

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Service Request “Ticket”- Created at initial entry- Stores all service request related information

. Requestor Information

. Servicing Department Information

Requesting Service Is The Same Process For Everyone

SERVICE ‘TICKET’

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To create a Ticket,select a Department from the list.

CREATING ‘TICKET’ – Selecting Queue

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(Note that the Maintenance Department has been selected.)

Click “New ticket in” to get the request ‘Ticket’ form.

CREATING ‘TICKET’ – Move To Form (2)

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CREATING ‘TICKET’ – Define Request (3)

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Files can be attached to a service request.They are optional.

If you add one or more Ccs, pleaseEnter valid email addresses separatedby commas.

CREATING ‘TICKET’ – Form Filled In (4)

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Click here to submit request

CREATING ‘TICKET’ – Submit Request (5)

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NEW ‘TICKET’ – Ticket ID 4821

Ticket ID Number Location

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Greetings,

This message has been automatically generated in response to thecreation of a trouble ticket regarding:

“My Cabinet will not lock.",

Your ticket has been assigned an ID of [#4821].

To check the status of your Work Request, or to post a comment regardingthis request, Log On to the Service Request Tracking System at:

http://srts-1.visalia.k12.ca.us

For problems, comments or questions regarding the Service Request TrackingSystem, please Log On to the system and submit a Ticket to the

"SRTS_Support" Queue.

PLEASE DO NOT REPLY TO THIS E-MAIL !

Thank you,

SRTS System Administrator

SUMMARY OF WORK REQUEST:-------------------------------------------------------------------------My supply cabinet will not lock. Please let me know how soon it can be Fixed. I really need to be able to lock this cabinet.

Automatic email sent when Request has been received:

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You can add information to aticket by clicking “Reply”

ADDING INFORMATION - Reply

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Enter additional information in the box shown above, then click “Submit”

ADDING INFORMATION – Reply (2)

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The Ticket “History” area now has your comments.

ADDING INFORMATION – Reply (3)

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Click on the logo to return to your “Home” page

GO HOME

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You display a ticket by clicking on the Subject or ticket ID in the ticket list.

HOME PAGE

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NewOpenStalledRejectedResolvedDeleted

TICKET STATUS

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Ticket Status Definitions

New: The ticket has not been opened by the service providing department.

Open: The ticket has been seen and opened by provider. Work may have begun.

Stalled: The ticket cannot progress due to unresolved dependencies.

Rejected: The service providing department is refusing to act on the request.

Resolved: The request has been serviced and the provider considers it resolved.

Deleted: Not really deleted, just “deleted” from view (not visible to most users). A ticket cannot be permanently removed from the SRTS.

Most tickets progress from “New” to “Open” to “Resolved”.

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Clicking on “Closed tickets” will bring up a list of Tickets that you requested that havebeen completed and marked “Resolved”.

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Click on a ticket ID to display it

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Service provider will mark the Ticket “Resolved”

E-mail notice is sent to you by SRTS

Resolution comments sent with final reply and can be viewed on-line at any time

SERVICE REQUEST COMPLETE

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Each Service Provider’s Ticket submission form is tailored to their Department

All ticket submission forms will include an area for you to describe the nature of your request

SERVICE TICKET FORMS

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This is a ticket created by a member of School Site Staff

NEW TICKET – School Staff View

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Note the Ticket “Depends On” two Approval Tickets

New Project

NEW TICKET – Provider View (2)

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PRINCIPAL APPROVAL- Since the Ticket was created for a Site by someone other than a

member of the Service Provider’s staff, it must be approved by the Principal or Assistant Principal.

AREA ADMINISTRATOR APPROVAL - Since it has been designated a “Project”, the responsible Area

Administrator must also approve this request (Ticket).

APPROVAL PROCESSING - Approvals

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“APPROVAL TICKETS”- Each required approval is actually a Ticket, with its own unique ID, in a Queue

called “Approvals”. If a Site Approval, the Approval Ticket will have an Id number at least 1 more than the Original ticket ID number. If an Area Administrator Approval, it’s ID will be at least TWO more than the original Ticket.

TICKET NUMBER ASSIGNMENT- In our example, the request (for a Shade Area at Houston) was assigned an ID of 4262 by the SRTS. The SRTS automatically created a Site Approval Ticket with an ID of 4263, and an Area Administrator Approval Ticket with an ID of 4264. These numbers will not

necessarily be consecutive.

SERVICE REQUEST APPROVAL DEPENDENCY- There is only one request Ticket, but it has two Approval Tickets associated with it. The request “Depends” on both of the Approvals. Both of these should (theoretically) be

approved before work can commence on the request. Both MUST be approved before the service providing department can classify the original request as “Resolved”

APPROVAL PROCESSING – Tickets (2)

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Click here to see pending Approvals

APPROVAL PROCESSING – Access Pending (3)

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Note the original Ticket number and the Approval Ticket number. The details of the original Ticket are displayed.

APPROVAL PROCESSING – Approval Page (4)

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Click Approve or Deny

APPROVAL PROCESSING – Approve/Deny/NA (5)

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After Selection, Click Submit

APPROVAL PROCESSING – Submit Approval (6)

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Your Approvals Page may have multiple pending Approvals. You can scroll down through the list and selectively approve or deny. You need only click “Submit” once for the whole group. Samples follow.

APPROVAL PROCESSING – Multiple Approvals (7)

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Pending Approval Ticket #4704 for Request Ticket # 4702

This is where you select approve or deny.

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Scrolling, we see Approval Ticket #4817 for Request Ticket # 4815

This is where you select approve or deny.

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Bottom Of Approvals Page Has The Submit Button & A Simple Search Feature

Click here to submit Approvals

Search Feature

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If you have no Pending Approvals, the screen appears as below

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From: "The RT System itself via RT" <rtgen@srts-1.visalia.k12.ca.us>

Attention: There is a Maintenance Request waiting for your approval:

"Project Approval:Maintenance, Site: Houston ",

In order for any action to be taken on this request, youmust Approve it. If you deny this request, no action willbe taken. Please follow the instructions below.

Please visit http://srts-1.visalia.k12.ca.us/Approvals/Display.html?id=4263to approve or reject this ticket, or http://srts-1.visalia.k12.ca.us/Approvals/ tobatch-process all your pending approvals.

-------------------------------------------------------------------------

Example of an email notice that Principals receive when a service request requires their Approval

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B

A: Clicking here brings up the specific Approval.B: While this link brings up your whole Approvals page.

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From: "The RT System itself via RT" <rtgen@srts-1.visalia.k12.ca.us>

Attention:

There is a Maintenance Request waiting for your approval:

"Project Approval: Maintenance, Area Administrator, Site: Houston ",

In order for any action to be taken on this request, youmust Approve it. If you deny this request, no action willbe taken. Please follow the instructions below.

Please visit http://srts-1.visalia.k12.ca.us/Approvals/Display.html?id=4264to approve or reject this ticket, or http://srts-1.visalia.k12.ca.us/Approvals/ tobatch-process all your pending approvals.

-------------------------------------------------------------------------

Example of an email notice that Area Administrator Approvers receive when a service request requires Approval

A

B

A: Clicking here brings up the specific Approval.

B: While this link brings up your whole Approvals page.

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Benefits of the SRTS

• Easy Access To Administrative ServicesNo special software needed, any browser will work Available to anyone with network access via any workstation

• Improved Communications Faster – No Delays To Transmit FormsInformation Available To All Concerned SimultaneouslyStatus & requests information always available online Easy retrieval of information for later reference

• Improved EfficiencyFaster request transmit & job turn-around timesReduced paper usageFewer phone callsReduced labor to communicate and locate related request information

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Questions ?