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In April, the Enterprise Service Desk team will roll
out a series of enhancements to improve user experience.
Individuals opening incidents or placing on behalf of orders
will find new hires available for selection in the system earlier than before,
which will help onboarding processes.
Those departing the Agency will be left in the system
for 60 days following separation.
An individual’s status: On-Boarding, Active, Off-Boarding, and Terminated
will be displayed when creating an incident or placing an On Behalf Of order.
Customers and contacts who create incidents or place
On Behalf Of Orders will receive notification e-mails
when orders are approved or rejected.
Terminated customers will not receive these emails. -
Knowledge Articles and help tickets will be print-friendly;
help tickets will have an easy e-mail option
allowing end users to share an open ticket with a POC.
To print a help ticket, first open it within Tier-0
Then select the Print button.
Select the E-mail button on the same screen
to send the ticket details via e-mail.
A warning will remind you that you are sending NASA data via e-mail.
ESD recommends that you only send this information to another NASA.GOV address.
You can click "To" on the e-mail to select from the Active Directory when e-mailing an incident ticket.
As always, do not e-mail PII or SBU information.
Users will be able to modify a service request that they have submitted
that has not yet been approved for processing.
A request that has not yet been approved will have a status of waiting for approval.
You will need to select “Order Services”
Select Open Requests
Double Click on the Request you wish to modify.
From the Summary Screen, if the request has not yet been approved
you will see the Edit Request option. Select It.
A warning informs you that changing the request will start the approval cycle over
and move the request to draft status.
It’s important to note – you must resubmit the request after making your edits –
otherwise, it will remain in draft.
Select Yes to continue.
When you select the Drafts option, you will see the request you need to edit. -
Select Complete Request to make edits and resubmit.
In the example, we will edit the Service Request to ask for an Apple-based Smartphone.
An important note - you can change the details of the service you ordered –
but you cannot change which service you ordered.
To do this, you will need to submit a new request.
When ready, select submit to begin the approval cycle.
Another enhancement will allow for each Center to build a better workflow for approving orders.
The initial ESD release allowed for a single cue of IT and Resource Approvers.
After the enhancements Go Live, Centers can create multiple queues.
In NAMs, you can identify which approval queue an IT or Resource Approver should belong to.
Any Center that creates multiple IT and/or Resource Approval queues,
will provide outreach and guidance to Organizational Approvers,
so that they understand which selections they should make when routing requests.
Some Centers may opt to keep a single queue each for IT and Resource Approvals.
Another new enhancement allows users to subscribe to receive notifications within the ESD tier-0 site,
but opt out of receiving those notification via e-mail.
Select My Notifications.
Select View slash manage subscriptions, and check the Opt out of Email box.
Another enhancement will allow knowledge article authors to more easily manage their articles. -
Select Order Services, Knowledge Articles, and then the new Advanced Search option.
You can search the library by Title, Submitted By, Article Source, or Create Date.
Once you select an article, a new print option allows for easier printing.
The enhancements project will also simplify the way ACES and NICS employees open help tickets within the ESD environment.
All of these enhancements will be live in April.
If you have ideas for future enhancements, share by selecting the
Customer Feedback Voice of the Customer Icon on the ESD home page.