SmartView NF Reference Guide:

Launch date – October 4th 2017

Login information:

URL: https://smartview.edusupportcenter.com/login/ivytech

Username and password: MyIvy username (everything before @ivytech.edu) and password

Select “Service Desk” from the Interface dropdown

When you login, the default module selected is “Case.” You can change the modules by selecting from

the dropdown where “Case” is.

PROFILE MODULE

Within the profile module, you will have the ability to do the following:

• Manage personal information and preference settings

• Create and edit personal Views for Cases – You will no longer work out of assigned case queues

like in BbCRM/Parature. This is how you will filter the cases specific to your campus and office.

You will not use the “change password” function as we are linked to the MyIvy account login.

Manage personal information allows you to update your contact information. Please do not remove any

part of your name from the display name as this helps identify who took an action on a case.

Manage Global Settings allows you to set the default number of items for anything that shows in a list.

The options are 10, 25, 50 or 100. You can still elect to display more than the default as there is a option

in each list.

Manage Institution Settings allows you to change the default case view that shows up when you choose

the case module from the dropdown. If you elect to use one of the views you created as your default

and you delete it, you will need to pick a new one.

CREATING VIEWS:

Instead of using assigned queues to manage your cases, you will be creating views to filter all of the

escalated cases within Service Desk. Only you can see the views that you create, they are not shared

and are unique to your account.

You can name the view whatever you’d like. You MUST fill out all required fields in order to save the

view. The order is not required, but if you want to reorder something, you have to do that manually as

the system will not adjust if you have the same order number as another view. The order shows after

the default views.

The search criteria below (with the request for the office and campus/site that you would need) will

show how to create a view to show escalated but unassigned cases for the specific campus/site and

office based on the ticket.

You can create a view for any status, request, etc. based on the fields available. When creating views,

you will want to be mindful of the status of the ticket. All statuses that you will handle will start with

“L3.”

Below are the status definitions for cases:

L3: Queue Assigned: A case that has been assigned to a queue either by a routing rule or by another

user. If you need to “assign” a case to another campus, but the same office you will only need to edit the

campus (and site if applicable) to the correct campus. If you have already grabbed the case, you would

use the L3: Queue Assign action and assign it to the correct queue.

L3: New: You should never see a case in this status as our system is set up to change the status to L3:

Queue Assigned once it has been escalated to an L3 queue. This should still be captured in your view just

in case.

L3: Assigned: If a case is in an assigned status, this means that someone has already grabbed it and has

assigned it to another individual. The case becomes the responsibility of the individual who it is

assigned to.

L3: Work in Progress: Any case that has been grabbed and is in the process of being worked on will be in

this status.

L3: Need More Info: This indicates that a Level 3 individual has requested more information from a

student to resolve their issue. When someone performs this action, Service Desk sends an email to the

student for them to respond to and moves the ticket into this status.

L3: Info Provided: If a case is in an info provided status, that means that we have requested more

information from a student, and they have responded with that information via responding to the email

that they received through Service Desk or by responding to the case directly from the Answer Center

page.

L3: Solution Suggested: If a ticket is in solution suggested status, a solution has been sent to the

student.

L3: Closed: If the student does not reply to a suggested solution or need more information email/case

within five days, that case will be moved to a closed status.

L3: Reopened: If a case is in a solution suggested status and the student has further issues, they can

choose to reopen the issue by responding to the solution suggested email. They can also reopen the

ticket directly from the Answer Center page. When a student does this, they have the opportunity to

submit details explaining what is going on with the issue.

The fields under step three are the fields from either the case or contact that will show when you select

the view from your case view list. You may not see all of the cases when you go to the view, but when

you expand, you will see them all.

CASES MODULE:

You can search for cases using the search fields in the dropdown once you have selected the case

module:

You will search this way in order for the Mass Action option to be available:

You can only use mass action on actionable statuses (L3:Queue Assigned, etc.)

You can also just search by case number (you will have the case number from the initial notification sent

when a case is escalated).

When reviewing cases, you will see summary option near the bottom left and can expand/collapse this

section as well.

When working a case, these are the options to take once you have done the L3: Grab action to own the

case:

Expand/Collapse

When you solve a ticket or send anything to the student (Need more info, external comment or solve)

you do not need to put in a greeting or closing, this will automatically be included in the email when you

send the response.

CONTACT MODULE:

The contacts will load upon selecting Contact from the main drop-down offering the ability to:

• Search for a Contact (student)

• View information

• View Case History

• Option to create a new Case

You can search by name or email address or do a more details search by selecting the dropdown next to

the magnifying glass:

You will need to hit search after you put in the information in order to execute the search.

The Case History area of the Contact module will list all Cases that have been opened by or on behalf

of the selected Contact.

• For each Case, this area will display the Case #, Created Date, Status and Case Summary

• To expand and see more “at-a-glance” of the multiple cases use the double arrow icon

• To view complete details for one Case, click on the Case from the Case History

KNOWLEDGEBASE:

Select KB from the drop down. This will display the initial folder structure. Clicking on each folder will

either display additional sub-folders or an article listing (listing will appear on the right side)

To Search the KB:

• Folder/Sub-folder Structure

• Folders are categorized by Request and Category

• Search Bar

• All words

• Any Words

• Article ID

• External ID (Self Help Portal ID)

We encourage you to review the KB if you have any questions about the information that the Answer

Center agents use to assist students.

Glossary of terms:

Parature/BbCRM SmartView/Service Desk

Ticket Case

Category Request

Subcategory 1 Request Type

Subcategory 2 Request Type Detail

Student Contact

For any questions around Service Desk or the KB, please email slewis190@ivytech.edu.