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SolarWinds Ticketing System Documentation for BEC Arabia Employees

1. Introduction

The SolarWinds Ticketing System, referred to as the "Service Desk," is the official platform for logging and managing IT service requests at BEC Arabia. It enables employees to efficiently report issues, request services, and track ticket status, ensuring streamlined communication between users and the IT team.

At BEC Arabia, employees can request IT services through:

2. Key Features of the SolarWinds Service Desk

2.1 Ticket Management

  • Submit tickets for IT support, hardware issues, software installations, and more.

  • Track ticket progress, status updates, and resolution timelines in real time.

Scenario: An employee reports an issue with a laptop. The ticket is logged, assigned to an IT technician, and updated with status changes until resolved.

2.2 Categorization and Prioritization

  • Automatically categorize tickets into predefined service areas (e.g., Hardware, Software, Network).

  • Assign priority levels: Low, Medium, High, or Critical, based on the impact and urgency.

Scenario: A request to reset a forgotten password is categorized as Low Priority, while a system outage affecting all users is classified as Critical Priority.

2.3 User-Friendly Interface

  • Easy-to-use web portal for submitting and tracking tickets.

  • Integration with MS Teams for direct communication and ticket creation.

Scenario: An employee uses the Teams bot to report slow internet speed. The bot creates a ticket and provides a reference number instantly.

2.4 Automated Notifications

  • Receive email and Teams notifications for ticket updates, including:

    • Ticket Creation Confirmation

    • Technician Assignment

    • Resolution or Escalation

Scenario: After submitting a ticket for printer issues, the employee receives an email notifying them of the assigned technician and estimated resolution time.

2.5 Knowledge Base Integration

  • Access a built-in Knowledge Base for self-service troubleshooting.

  • Search for articles related to common IT issues, such as software installation guides or network troubleshooting steps.

Scenario: Before submitting a ticket, an employee finds an article in the Knowledge Base explaining how to reconnect to the VPN.

2.6 Reporting and Metrics

  • The IT team uses SolarWinds to generate reports on ticket trends, resolution times, and recurring issues.

  • Provides insights for improving IT support and identifying high-impact problems.

Scenario: The IT Manager reviews a monthly report showing frequent ticket categories, enabling proactive measures to reduce recurring issues.

3. Request Methods

Employees at BEC Arabia can request IT services using four methods: SolarWinds Service Desk Portal, Teams Bot, Phone Call, and Email. Each method is designed to provide quick and efficient access to IT support based on user preference.

3.1 SolarWinds Service Desk Portal

Overview: The SolarWinds Service Desk Portal is the primary platform for submitting IT requests, tracking ticket progress, and accessing the Knowledge Base.

Steps to Submit a Request:

  1. Open the SolarWinds Service Desk Portal in your browser (URL provided by IT).

  2. Log in using your BEC Arabia credentials.

  3. Click on Submit a Ticket.

  4. Select the appropriate Category (e.g., Hardware, Software, Network).

  5. Fill in the form with details about the issue:

    • Subject

    • Description

    • Priority (optional; defaults to Medium if not selected)

    • Attach files or screenshots (if applicable)

  6. Click Submit to create the ticket.

Features:

  • Real-Time Tracking: View ticket status (Open, In Progress, Resolved).

  • Notifications: Receive updates via email or Teams for every ticket status change.

  • History: Access all previous tickets for reference or follow-up.

Scenario: An employee submits a ticket for a non-functioning keyboard. The IT team reviews the ticket, assigns a technician, and resolves the issue within the SLA timeline.

3.2 Microsoft Teams Bot

Overview: The Microsoft Teams bot is an integrated tool for creating and managing tickets directly within Teams, providing a fast and user-friendly option for employees.

Steps to Use the Teams Bot:

  1. Open the Microsoft Teams app.

  2. Navigate to the BEC Arabia IT Service Bot.

  3. Type a command or select from predefined options, such as:

    • "Create a new ticket"

    • "Check ticket status"

    • "Cancel a ticket"

  4. Follow the prompts to:

    • Provide details about the issue.

    • Select the category and priority level.

  5. Submit the ticket. The bot will respond with a ticket reference number.

Features:

  • Instant Updates: Receive ticket creation and progress notifications within Teams.

  • Interactive Support: Ask the bot for troubleshooting tips or escalate urgent issues.

Scenario: An employee experiencing a VPN connection error types "VPN issue" in the Teams bot. The bot logs the issue, assigns it to the IT team, and provides a ticket number for follow-up.

3.3 Phone Call

Overview: For urgent or high-priority issues, employees can contact the IT Service Desk directly by phone.

Steps to Report an Issue via Phone:

  1. Dial the IT Service Desk number provided by your department.

  2. Provide the following details:

    • Your name and department.

    • A brief description of the issue.

    • Any steps already taken to resolve it.

  3. The IT representative will log the ticket on your behalf and provide you with a reference number.

Features:

  • Immediate Escalation: Priority tickets can be escalated directly to the IT team.

  • Human Interaction: Speak directly with an IT representative for clarification or additional information.

Scenario: A project manager calls the Service Desk to report a network outage affecting multiple users. The IT team logs the issue as Critical Priority and begins troubleshooting immediately.

3.4 Email to [email protected]

Overview: Employees can submit IT requests by emailing [email protected]. This method is convenient for non-urgent issues or when attaching detailed documents.

Steps to Submit a Request via Email:

  1. Compose an email with the subject line summarizing the issue.

  2. Provide detailed information in the body of the email, including:

    • Your name and department.

    • A clear description of the issue or request.

    • Attach relevant files or screenshots (if applicable).

  3. Send the email. You will receive an automated reply with a ticket number.

Features:

  • Easy Documentation: Attach supporting documents or screenshots directly to the email.

  • Asynchronous Communication: Ideal for non-urgent issues requiring detailed descriptions.

Scenario: The HR team sends an email requesting new software installation for their department. The IT team logs the request and schedules the installation within the agreed timeframe.

3.5 Comparison of Request Methods

Method

Best For

Response Time

Features

Service Desk Portal

General requests and tracking progress

Medium

Real-time tracking, Knowledge Base access

Teams Bot

Quick submissions and instant updates

Fast

Interactive support, real-time notifications

Phone Call

High-priority or urgent issues

Immediate

Direct escalation to IT

Email

Non-urgent requests requiring detailed explanations

Medium

Attach documents/screenshots, asynchronous communication

4. Ticket Lifecycle

The ticket lifecycle in the SolarWinds Service Desk ensures that every IT issue or service request is handled systematically. This section outlines the stages of a ticket from submission to resolution.

4.1 Stages of the Ticket Lifecycle

1. Ticket Submission

  • A user submits a request through one of the four available methods:

  • The ticket is automatically logged in the SolarWinds system and assigned a unique reference number.

Scenario: An employee reports a software installation request via the Service Desk portal. The system logs the request and provides a ticket number.

2. Ticket Categorization

  • The system or IT team assigns a category (e.g., Hardware, Software, Network) based on the request description.

  • Priority is determined based on urgency and impact:

    • Low: Minor issues with minimal impact.

    • Medium: Standard requests or minor disruptions.

    • High: Issues affecting multiple users or critical workflows.

    • Critical: Severe issues causing a complete system outage.

Scenario: A network outage affecting the entire office is categorized as Critical Priority, while a request for a new laptop is categorized as Medium Priority.

3. Ticket Assignment

  • Tickets are assigned to the appropriate IT team or technician based on the category and priority.

  • High-priority tickets are automatically escalated to senior technicians or managers.

Scenario: A ticket for a malfunctioning printer is assigned to the Hardware Support team, while a software licensing issue is sent to the Software Support team.

4. Ticket Acknowledgment

  • The user receives an acknowledgment email or Teams notification confirming ticket receipt.

  • Details include:

    • Ticket reference number

    • Assigned technician/team

    • Estimated resolution time (if available)

Scenario: An employee receives an email confirming their ticket for a password reset, along with an estimated resolution time of 15 minutes.

5. Ticket Resolution

  • The assigned technician investigates and resolves the issue:

    • Diagnosing the problem

    • Applying fixes or providing requested services

    • Communicating updates to the user

  • If additional resources or approvals are needed, the ticket is escalated.

Scenario: A technician resolves a laptop overheating issue by replacing the faulty fan and updating the ticket with resolution details.

6. User Feedback

  • Once the issue is resolved, the user is notified via email or Teams.

  • The ticket remains open for a specified period (e.g., 48 hours) for user feedback or reopening if the issue persists.

  • Users can rate their satisfaction or provide comments on the resolution.

Scenario: An employee rates their experience as "Excellent" after their software installation request is completed within the promised timeframe.

7. Ticket Closure

  • If no feedback is received within the specified period, the ticket is automatically marked as closed.

  • Closed tickets are archived for future reference and reporting.

Scenario: A network issue ticket is closed after the IT team resolves the problem and the user confirms satisfaction with the solution.

4.2 Escalation Process

  • Tickets that cannot be resolved within the SLA are escalated to senior technicians or specialized teams.

  • The user is notified of the escalation and any changes in the resolution timeline.

Scenario: A complex server configuration issue is escalated to the Infrastructure Support team for resolution within 4 hours.

4.3 Service Level Agreements (SLAs)

Priority Level

Response Time

Resolution Time

Low

4 hours

3 business days

Medium

1 hour

1 business day

High

30 minutes

4 hours

Critical

Immediate

2 hours

5. User Roles and Permissions

The SolarWinds Service Desk operates with clearly defined roles and permissions to ensure efficient ticket handling and secure system usage. This section outlines the responsibilities and access levels for different user roles.

5.1 User Roles in SolarWinds

1. End Users

  • Responsibilities:

    • Submit tickets through the available methods (portal, Teams bot, phone, email).

    • Provide detailed information about the issue or request.

    • Respond to technician queries or provide additional information if needed.

    • Rate and provide feedback on resolved tickets.

Permissions:

  • Create and view tickets.

  • Track ticket progress.

  • Access the Knowledge Base for self-help resources.

Scenario: An employee submits a ticket for a software installation and checks its status through the portal.

2. IT Technicians

  • Responsibilities:

    • Review and resolve assigned tickets within the SLA.

    • Communicate with users to gather additional details or provide updates.

    • Escalate tickets that require specialized skills or resources.

    • Document resolution steps for future reference.

Permissions:

  • Access and edit assigned tickets.

  • View tickets in their assigned category or team queue.

  • Use the Knowledge Base to resolve user issues or contribute new articles.

Scenario: A technician resolves a network connectivity issue and updates the ticket with the solution before closing it.

3. Team Leads

  • Responsibilities:

    • Monitor tickets assigned to their team and ensure SLA adherence.

    • Reassign tickets if needed based on technician availability or expertise.

    • Approve escalations and manage high-priority tickets.

Permissions:

  • View and manage all tickets within their team's queue.

  • Assign or reassign tickets to team members.

  • Escalate tickets to higher levels or specialized teams.

Scenario: The Hardware Support Lead reassigns a ticket for a malfunctioning printer to a technician with relevant expertise.

4. SolarWinds Administrators

  • Responsibilities:

    • Manage system configurations, including user roles, workflows, and integrations.

    • Create and maintain categories, priorities, and SLAs.

    • Monitor system performance and generate reports on ticket trends and resolution times.

    • Audit user activity and ensure compliance with IT policies.

Permissions:

  • Full access to all tickets, settings, and system configurations.

  • Manage user roles and permissions.

  • Generate custom reports and analytics.

Scenario: The IT Administrator configures a new SLA policy for high-priority tickets, ensuring faster response times for critical issues.

5.2 User Access Levels

Role

Access Level

Example Responsibilities

End User

Limited to their own tickets and Knowledge Base

Submitting tickets, tracking progress, providing feedback

Technician

Access to assigned tickets and team Knowledge Base

Resolving issues, updating tickets, escalating as needed

Team Lead

Full access to team tickets

Managing team workload, approving escalations

Administrator

Full system access

Configuring workflows, managing SLAs, auditing performance

5.3 Best Practices for Role Management

1. Assign Roles Based on Responsibilities

  • Only grant Technician or Admin roles to employees who need them to perform their duties.

  • Avoid over-privileging users to minimize security risks.

Scenario: A new IT intern is assigned the End User role initially to learn the system before gaining Technician access.

2. Regular Role Audits

  • Conduct quarterly audits to ensure all roles are aligned with current job responsibilities.

  • Remove access for users who have left the company or changed roles.

Scenario: The IT team removes Technician access for a former employee, ensuring the system remains secure.

3. Train Users on Their Role

  • Provide training sessions for End Users, Technicians, and Administrators to ensure proper usage of the system.

  • Include scenario-based learning to help employees understand their responsibilities.

Scenario: The IT team conducts a workshop for new Technicians, demonstrating how to manage ticket workflows and escalate issues.

6. Best Practices for Using the SolarWinds Ticketing System

Following best practices ensures that employees and IT staff can efficiently manage and resolve tickets, improving response times and overall system effectiveness.

6.1 For End Users

1. Provide Detailed Information

  • Include a clear and concise description of the issue or request.

  • Attach relevant screenshots, error messages, or documents to help technicians understand the problem.

Scenario: An employee reporting a VPN connection issue includes a screenshot of the error message and mentions the troubleshooting steps already taken.

2. Choose the Correct Category

  • Select the appropriate ticket category (e.g., Hardware, Software, Network) to ensure the ticket is assigned to the correct team.

  • If unsure, use the General Request category, and the IT team will reassign the ticket.

Scenario: An HR employee selects the "Software" category when requesting an update for their payroll application.

3. Use the Knowledge Base Before Submitting a Ticket

  • Search the Knowledge Base for common issues and solutions before creating a ticket.

  • Only submit a ticket if the issue cannot be resolved using self-help resources.

Scenario: An employee resolves a printer connection issue by following a Knowledge Base article instead of creating a new ticket.

4. Monitor Ticket Updates

  • Regularly check ticket status and respond promptly to technician queries or requests for additional information.

  • Use the Service Desk portal or Teams bot to track progress.

Scenario: An employee responds to a technician's query about the operating system version, enabling faster resolution of a software compatibility issue.

5. Provide Feedback

  • Rate resolved tickets and provide comments to help the IT team improve their services.

  • Highlight areas where the resolution process can be optimized.

Scenario: An employee provides feedback that the response time for a hardware request was excellent but suggests clearer communication about expected delivery times.

6.2 For IT Technicians

1. Acknowledge Tickets Promptly

  • Respond to new tickets within the SLA response time to assure users that their request is being addressed.

  • Provide an estimated resolution time if possible.

Scenario: A technician acknowledges a laptop repair request and informs the user that it will be resolved within two business days.

2. Document Resolutions

  • Include detailed resolution steps in the ticket to assist with future troubleshooting or audits.

  • Update the ticket with any relevant notes or changes in status.

Scenario: A technician resolving a server issue documents the steps taken to restart services and includes recommendations to prevent recurrence.

3. Escalate When Necessary

  • Escalate tickets requiring specialized expertise or additional resources to senior technicians or the appropriate team.

  • Ensure the escalation includes all relevant details to minimize delays.

Scenario: A technician escalates a critical server outage to the Infrastructure Support team after identifying hardware failure.

4. Communicate Effectively

  • Use clear, professional language when interacting with users.

  • Keep users informed of ticket progress, delays, or changes in resolution timelines.

Scenario: A technician informs an employee that their software installation request is delayed due to licensing issues but provides an expected resolution time.

5. Adhere to SLAs

  • Resolve tickets within the specified SLA resolution time based on priority level.

  • Notify the Team Lead if a ticket is at risk of breaching the SLA.

Scenario: A technician resolves a high-priority network outage within four hours, meeting the SLA requirements.

6.3 For Administrators and Team Leads

1. Monitor Ticket Trends

  • Use the SolarWinds reporting tools to identify recurring issues or service areas requiring improvement.

  • Take proactive measures to address common problems.

Scenario: The IT Manager notices a high volume of password reset requests and implements a self-service password reset tool to reduce tickets.

2. Optimize Workflows

  • Regularly review ticket workflows to ensure they are efficient and aligned with user needs.

  • Update categories, SLAs, or escalation rules based on system usage and feedback.

Scenario: The Administrator adds a new "Remote Work" category to address the growing number of VPN and remote access tickets.

3. Conduct Regular Training

  • Provide ongoing training for technicians and end users on using the SolarWinds system effectively.

  • Include updates on new features, policies, or common issues.

Scenario: The IT team holds a quarterly training session on the escalation process and updates to SLA policies.

4. Audit User Activity

  • Review ticket activity and user roles to ensure compliance with IT policies.

  • Identify and address potential misuse of the system.

Scenario: An Administrator audits the system and identifies an inactive technician account, which is then disabled to maintain security.

6.4 General Best Practices

1. Keep Communication Centralized

  • Avoid handling IT requests outside the SolarWinds system (e.g., via personal emails or direct messages).

  • Ensure all requests are logged in the system for tracking and accountability.

Scenario: A technician redirects a phone request to the Service Desk portal to ensure it is properly logged and tracked.

2. Regularly Update the Knowledge Base

  • Add new articles and update existing ones to reflect the latest solutions and policies.

  • Encourage users to reference the Knowledge Base for common issues.

Scenario: The IT team adds an article on troubleshooting Teams meeting issues after noticing an increase in related tickets.

SolarWinds Ticketing System FAQ

General Questions

  1. What is the SolarWinds Ticketing System? It is the official IT Service Desk platform for logging, tracking, and managing IT requests at BEC Arabia.

  2. How do I access the SolarWinds Service Desk? Log in to the SolarWinds portal using your company credentials or use the Teams bot, phone, or email.

  3. Who can use the SolarWinds Ticketing System? All BEC Arabia employees can use the system to request IT services or report issues.

  4. What types of requests can I submit? You can submit requests for hardware, software, network issues, new IT services, and more.

  5. Is there a mobile app for the SolarWinds Service Desk? No, but the web portal is mobile-friendly and accessible via your phone’s browser.

Request Methods

  1. What are the ways to request IT support?

  2. Which request method should I use for urgent issues? Use the Phone Call method for immediate attention to high-priority or critical issues.

  3. Can I submit a ticket outside working hours? Yes, tickets can be submitted anytime. Critical issues are addressed 24/7 by the IT team.

  4. What details should I include in my request? Include a clear description, category, priority level, and attachments like screenshots or error messages.

  5. Can I create a ticket on behalf of a colleague? Yes, but ensure you provide their details and the exact issue in the ticket description.

Ticket Tracking and Status

  1. How can I check the status of my ticket? Log in to the Service Desk portal or use the Teams bot to view ticket progress.

  2. What does the status "In Progress" mean? A technician is actively working on your ticket.

  3. What should I do if my ticket is marked "On Hold"? Check for comments or requests for additional information and respond promptly.

  4. Can I update a submitted ticket? Yes, you can add comments or attachments to an existing ticket via the portal.

  5. How will I know when my ticket is resolved? You will receive a notification via email or Teams when your ticket is marked as resolved.

Categories and Prioritization

  1. What are the ticket categories? Common categories include Hardware, Software, Network, General Request, and Access Issues.

  2. How is ticket priority determined? Priority is based on urgency and impact:

    • Low: Minimal impact

    • Medium: Standard requests

    • High: Affects multiple users

    • Critical: Severe impact or system outage

  3. Can I request a change in ticket priority? Yes, contact the Service Desk if you believe your issue is more urgent than initially logged.

  4. What happens if my ticket is miscategorized? The IT team will reassign it to the correct category.

  5. How are critical tickets handled? Critical tickets are immediately escalated and resolved within the SLA of 2 hours.

Notifications and Communication

  1. Will I receive updates about my ticket? Yes, automated notifications are sent for ticket creation, updates, and resolution.

  2. How can I communicate with the assigned technician? Use the comment section in the Service Desk portal or reply to ticket-related emails.

  3. What should I do if I don’t receive updates? Check your spam folder for notifications or contact the Service Desk for assistance.

  4. Can I request a callback from the IT team? Yes, include a callback request in your ticket description if needed.

  5. What should I do if I miss a request for information? Respond as soon as possible via the portal or email to avoid delays in resolution.

Knowledge Base

  1. What is the Knowledge Base? It is a repository of self-help articles for resolving common IT issues.

  2. How do I access the Knowledge Base? Log in to the SolarWinds portal and navigate to the Knowledge Base section.

  3. Can I request a new Knowledge Base article? Yes, suggest new articles via a ticket categorized under "Knowledge Base Request."

  4. Can I share Knowledge Base articles with colleagues? Yes, share the article link with colleagues facing similar issues.

  5. What should I do if a Knowledge Base article is outdated? Report it to the Service Desk for review and updates.

Escalations and SLA

  1. What is an escalation? Escalation occurs when a ticket requires specialized expertise or additional resources for resolution.

  2. How can I request escalation? Contact the Service Desk and explain why your issue needs to be escalated.

  3. What are the SLA response times?

    • Low Priority: 4 hours

    • Medium Priority: 1 hour

    • High Priority: 30 minutes

    • Critical Priority: Immediate

  4. What happens if an SLA is breached? The ticket is flagged, and the Team Lead or Administrator is notified for immediate action.

  5. Can I escalate directly to an Administrator? No, follow the escalation process through the Service Desk.

Security and Compliance

  1. Is my data secure in the SolarWinds system? Yes, the system uses encryption and access controls to protect your data.

  2. Who can access my ticket details? Only you, the assigned technician, and authorized IT staff can access your ticket.

  3. Can I submit tickets for confidential issues? Yes, but mark them as "Confidential" and include only necessary details.

  4. What happens if I suspect unauthorized access? Report the incident immediately to the Service Desk.

  5. Are ticket logs audited? Yes, all tickets are logged and audited for compliance and performance tracking.

Miscellaneous

  1. Can I withdraw a submitted ticket? Yes, close the ticket via the portal or request closure through the Service Desk.

  2. Can I reopen a resolved ticket? Yes, if the issue persists, reopen the ticket within 48 hours of resolution.

  3. What should I do if I forget my portal login credentials? Submit a ticket via email or phone to reset your credentials.

  4. Can I submit multiple tickets for the same issue? No, avoid duplicate tickets to prevent delays. Instead, update the existing ticket.

  5. How do I request new IT equipment? Submit a ticket categorized under "Hardware Request" with details of your requirement.

Tips and Best Practices

  1. What’s the best way to describe my issue? Use clear, specific language and include screenshots or attachments for context.

  2. Can I track tickets submitted on behalf of others? Yes, you can view tickets you submitted for colleagues under your account.

  3. What should I do if my ticket is delayed? Contact the Service Desk for an update and inquire about the delay.

  4. How do I know which category to use? Refer to the category descriptions in the portal or ask the Service Desk for guidance.

  5. What should I do if I’m unsatisfied with the resolution? Reopen the ticket, provide feedback, or escalate the issue through the proper channels.

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