(Helpdesk) Open the Agency Watch CSA

Customer Service Alerts are notifications used to report significant outages or conditions that likely have high external visibility.

template   

Steps:

1. Click the Take New Calls button.
   
   Take New Calls are processed by the VCCC Helpdesk Analyst.   Step 1
2. Enter the desired information into the Contact for this call: field. Enter "end user".   Step 2
3. Click the Fill Form button.   Step 3
4. Click the calvin.r.clark@ngc.com link.   Step 4
5. Click the Fill Form button.   Step 5
6. Click the inquiry link.   Step 6
7. Click the information link.   Step 7
8. Click the customer service alert link.   Step 8
9. Click the Expand List button.   Step 9
10. Click the 1 - Critical list item.   Step 10
11. Enter the desired information into the Description: field. Enter "initial template".   Step 11
12. Click the Create Incident button.   Step 12
13. Click the Save Incident Record object.   Step 13
14. Click the Notification link.
    
    Note: 
    Note: This tab must be filled, in order to classify the Incident as a CSA. This tab is mandatory.   Step 14
15. Click the Fill Form button.
    
    Note: Select from this field the agency or area affected by the outage or condition.    Step 15
16. Click the Search object.
    
    Note: Leave Blank or enter appropriate information to filter your search.   Step 16
17. Click the 1 link.
    
    Note: This selection is specifically for Agency Servers.   Step 17
18. Click the Open Calendar button.   Step 18
19. Click the 20 object.   Step 19
20. Enter the desired information into the Down: field. Enter "14".
    
    Note: The clock must be set to the appropriate time, 14:00:00   Step 20
21. Click the Activities link.   Step 21
22. Click the Expand List button.   Step 22
23. Click the CSA Initial list item.
    
    Note: Use this selection for the Initial CSA notification
    
    Caution: The WATCH OUTAGES Group will be notified.    Step 23
24. Enter the desired information into the Required Field field. Enter "initial template".   Step 24
25. Click the Save Incident Record object.
    
    Caution: The WATCH OUTAGES Group will be notified.    Step 25
26. Enter the desired information into the Required Field field. Enter "update template".   Step 26
27. Click the Expand List button.   Step 27
28. Click the CSA Update list item.
    
    Note: Use this selection for the Update CSA notification
    
    Caution: The WATCH OUTAGES Group will be notified.    Step 28
29. Click the Save Incident Record object.
    
    Caution: The WATCH OUTAGES Group will be notified.    Step 29
30. Click the Notification link.
    
    Note: This tab must be filled in order to classify the Incident as a CSA.   Step 30
31. Click the Open Calendar button.   Step 31
32. Click the 20 object.   Step 32
33. Enter the desired information into the Up: field. Enter "15".
    
    Note: The clock must be set to the appropriate time, 14:00:00   Step 33
34. Click the Activities link.   Step 34
35.    Step 35
36. Click the CSA Resolved list item.
    
    Note: Use this selection for the Resolved CSA notification 
    
    Caution: The WATCH OUTAGES Group will be notified.    Step 36
37. Enter the desired information into the Required Field field. Enter "resolved template".   Step 37
38. Click the Save Incident Record object.
    
    Caution: The WATCH OUTAGES Group will be notified.    Step 38
39. Note: When the CSA has been verified as resolved, click the Resolve button at the top of the page, and complete the required fields.
    
    Note: Don't forget to save your changes.   Step 39
40. Click the Resolve object.   Step 40
41. Click the Permanent option.   Step 41
42. Enter the desired information into the Required Field field. Enter "solution"   Step 42
43. Click the Fill Form button.   Step 43
44. Click the Fault link.   Step 44
45. Click the Save Incident Record object.
    
       Step 45

End of Topic

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