risr/ Service Desk User Guide V2

Owned by Kathy Yeung
Last updated: Apr 18, 2024 by Hannah Pietruszewska

 

The risr/ Service Desk is your single point of contact to request support with implementing or using apply, assess, and advance modules from the risr/ software portfolio.

It's the place to go if you need to report a technical error/issue, ask for general assistance, or provide the details of your key assessment dates.

Consolidating requests and relevant details in one centralized location allows you to organize, track, prioritize, and collaborate effectively.

Emails and phone calls can only reach individuals. Everyone across the risr/ team has access to the service desk allowing effective oversight and responsiveness to your requests, even if your key contact is not available.


This guide has been prepared to introduce you to the risr/ Service Desk. It will enable you to use the service desk effectively and allow you to receive the help that you need in a timely and efficient manner.

Use the table of contents to navigate within this page to find relevant topics of information.

Table of Contents

Accessing the risr/ Service Desk


General URL Link: https://risr-global.atlassian.net/servicedesk/customer/portals

Product

Module Access Links

Product

Module Access Links

risr/ apply and risr/ advance

risr/ assess

  • https://risr-global.atlassian.net/servicedesk/customer/portal/5

  • Within assess: Select ‘Help’ > 'Service Desk' (see image below).

Haiku

Creating a New Service Desk Ticket

 

  1. Access the Service Desk portal related to the module you are using.

  2. Select 'General Support’.

 

 

 

  1. Provide a title for the request with high-level details of the subject area within the field ‘What can we help with?’.

  2. Review the suggested KnowledgeBase articles to verify whether the available information offers a solution to issue you are experiencing. Otherwise, consider whether the following local issues apply:

  • Have you checked the local SSO configuration? Are there any local issues, changes or updates that may be having an impact?

  • Is there an internet outage that is impacting users at the site impacted?

  • Are users who are experiencing the issue using the correct procedures and recommended hardware/browser versions etc.?

  • Have local firewalls/privacy settings played a part (e.g. a local upgrade or a firewall at a clinical site

 

  1. If you are unable to solve the issue, provide the requested details within the field ‘Please describe what you are trying to achieve’.

What are the Key Elements?

It is imperative that you provide us with the necessary details related to your issue/query to ensure that we have the best understanding for resolving your request as efficiently and effectively as possible. Consider the following:

  • Situation - Provide context of what the issue and where it is being experienced (e.g. which item/itemset/exam, which user, etc.). Wherever possible include a URL directly to the issue and a screenshot.

  • Background - What was the user doing when the issue occurred? Write out the explicit steps or provide a screen recording of the actions. Provide any additional details you may have regarding operating system, browser, device, location, network, etc.

  • Assessment - What have you actioned when investigating the issue? Is the issue reproducible? What didn’t work? Why didn’t it work? What were you expecting that was different? Write out the explicit steps or provide a screen recording of the actions.

  • Request - What would you like help with? What is the required timeline for resolution? Provide information regarding impact/risk to upcoming activities.

 

  1. Select the appropriate level of priority of the ticket.

Priority Level

Day-to-Day Support

Priority Level

Day-to-Day Support

Priority 1 - Critical

4 hour response and next business day resolution by Service Desk

Examples:

  • System access failure

  • Complete loss of service

  • Prevention of service on Live Exam day / Assessment event / Booking

Priority 2 - Important

8 business hour response by Service Desk

Examples:

  • Significant feature is unavailable with no workaround available (e.g. unable to combine / export results, SSO feature unavailable but local login accessible)

  • Reduced quality of service

  • Intermittent issues

  • Errors in the system experienced by multiple users and unable to be resolved internally

Priority 3 - Normal

16 business hour response by Service Desk

Examples:

  • Minor loss of function

  • Single-user technical configuration or support

  • Account logins or passwords

  • Questions

  • Exam timetable submission

  • Requests to combine accounts in advance

 

  1. Click ‘Send.’

 

Searching for Existing Service Desk Tickets

 

You can search for submitted tickets in the service desk to review their status, required actions, and resolution.

  1. To navigate to your tickets, click on ‘Requests’ on the top right of your service desk dashboard.

     

  2. Use the drop-down option and select whether to view:
    Requests submitted by only you.
    Requests submitted by everyone in your organisation.

  3. Use the filtering to narrow your search parameters:

  • Request contains… - a free text field allows you to search on key terms.

  • Status - a checkbox allows you to select open/closed tickets or specific workflow statuses.

  • Who created the ticket - a drop-down list allows you select created by yourself, other team members, or allocated to you as a participant.

  • Request type - a checkbox field allows you to search across products if you have multiple licences.

 

Service Desk Best Practices

Here at risr/, we deal with a range of different stakeholders in the online assessment process. We understand that it takes a multi-professional team to create and deliver high-quality online assessments and that means working with IT, educational, and administrative team members. We also understand the importance of disseminating information to team members.

Here are some suggestions to help with this process:

  • Ensure the right team members have access to the Service Desk:
    As staff join and leave your organization, please make sure that you advise us so that we can provide access to the Service Desk to everyone who needs it. You can add or remove names by submitting a Service Desk ticket at any time. You can also ask us to create groups of users. We will also check that everyone who needs access has it when we have our regular check-in meetings with you as part of our 'business-as-usual' process.

  • Share your tickets with colleagues in the Service Desk:
    After you have created a service desk ticket, remember to disseminate it to your team members as needed. You can select to send a ticket to a group you’ve asked us to set up, or you can nominate individuals from your team once you’ve created and submitted the ticket.

  • Knowledge Base:
    You can use the search facility within the Knowledge Base to refresh your knowledge, help provide direction to team members or search before initially logging a ticket. If you find areas in the knowledge base that you think can be improved please let us know so we can provide you with the best possible service.

  • Share your tickets with colleagues outside of the service desk process:
    Communication is key to understanding and helping users resolve any issues. Another way this can be achieved is through staff catch-ups or team meetings. Sharing the information outside the service desk can help your multi-professional team members working in the online assessment space to understand and use the software more effectively and troubleshoot questions or issues as they arise.

 

Accessing the risr/ Customer Hub

The risr/ Customer Hub helps you access information about our software solutions (e.g. Knowledge Bases for apply, assess and advance), release notes on new features and fixes, and more information on our services, including how to suggest and vote on new features.

For more information on how to navigate the risr/ Customer Hub, watch the short video below (1:30 mins).

[INSERT VIDEO]

Service Desk Case Studies


Below are some examples of the types of tickets that are submitted via the Service Desk. These are general in nature and have been included to provide an overview of how we prioritize issues received.

risr/ assess Case Studies

Case Study

Priority and Reasoning

Case Study

Priority and Reasoning

Missing information

I’ve run a report after the exam and there appears to be a student’s score missing.

Priority 3 (Normal)

  • We understand this is stressful! But please be assured that all results are logged in the system - assess saves responses every 30 seconds.

    • This issue is likely to be related to an export issue and to help get you started, information on exporting results can be found in the KnowledgeBase.

    • We are also available to assist by looking into what the issue is and would consider this to be a Priority 3.

Resources not displaying

I've uploaded the exam but the images are not displaying correctly. This is critical to our exam next week. Can you please fix this?

Priority 2 (Important)

  • Although this information/image is integral to your exam, it’s not a critical service ticket as the platform continues to function. But it is, nonetheless, important and we appreciate the timeline.

  • To get you started - an issue like this can sometimes be related to the quality of the image or the type of file you’ve uploaded. Information can be found in the knowledge base to help you with troubleshooting.

  • If you are unable to find information in the Knowledge Base ,please proceed to submit a priority 2 service desk ticket.

Service Desk assistance

I am having trouble creating a new user. Can you please do this?

Priority 3 (Normal)

  • Adding staff, including changing roles, for access to your instance of assess can be done through the system setup by those with the local site administrator role. Information on how to do so is contained in the knowledge base and you can access it here.

  • Alternatively, if this is a request to add staff to the service desk so they can create, receive and share tickets within your team does need risr/ input and we can get this underway with a Priority 3 ticket.

Unable to combine report

I’ve combined the students' exam responses from the last week but the report won't run.

Priority 3 (Normal)

  • This is likely to be an export issue and could relate to differing candidates and item sets. For further information, you can refer to the knowledge base on combining exams and reach out via a service desk request if this doesn’t resolve the issue.

risr/ advance Case Studies

Case Study

Priority and Reasoning

Case Study

Priority and Reasoning

Advance not loading

The spinning wheel - advance doesn’t load on all devices and all users are impacted.

Priority 1 (Critical)

  • This is an example of a critical issue. It sounds like it is impacting all users across multiple devices and browsers with no available workaround.

This could be considered a different priority based on the following information:

  • Priority 2 (Important)

    • SSO users only (not local account holders) were impacted, meaning the system is impacted but this is limited to a particular group.

    • If there were some users with SSO impacted but it appeared to be browser specific.

  • Priority 3 (Normal)

    • A specific user is unable to open on their device using their SSO details.
      Important things to check are browser and version, updates to operating systems, Wi-Fi connection and whether other SSO users are
      impacted.

Missing information

We’ve migrated the curriculum for the cohort. There appears to be information missing from multiple users.

Priority 2 (Important)

  • Although there are multiple users impacted, the system continues to work for others and assessments can still be recorded.

  • This is an important issue regarding the accuracy of training records and we would seek to resolve it as swiftly as possible.

How to 'unpublish' works

Help! We have an assessment hearing next week and some assessors need to add detail to completed events. How do we 'unpublish' these events?

Priority 3 (Normal)

  • We understand the importance of looming assessment deadlines. This is a good example where the knowledge base material has been provided to assist.

  • The detail in the knowledge base on creating a workflow should assist in this instance. If this didn’t resolve your question then a Priority 3 ticket would be appropriate to ask for further assistance.

Duplicate Accounts

We have a group of users who have inadvertently created a second account by using another email. Can you please merge these?

Priority 3 (Normal)

  • Depending on the setup of roles at your organization, assessors may inadvertently create a secondary account in Kaizen when a student sends an event to a different email address than the one used for their existing assessor profile.

  • Merging these can take some time. So that we can do this as quickly as possible for you, you will need to copy and paste the IDs from the source / incorrect profiles and the destination / correct profile.

Things to keep in mind:

  • The source profile will no longer exist after the merge.

  • The destination profile will be the one the user will need to use for future access. It can be helpful to let them know what is about to happen to circumvent user access issues in the future.

  • All events from the merged accounts will sit together on the timeline of the destination profile.

  • You will need to keep track of these merged accounts so you can add the preferred email account to the destination profile going forward.

  • Any incomplete events on the source's profile will need to be retracted and resent to the destination profile for completion.

Haiku Case Studies

Case Study

Priority and Reasoning

Case Study

Priority and Reasoning

Permissions

Please provide this person with a user account and give them site administrator permissions.

Priority 3 (Normal)

  • This is a straightforward issue which can be resolved quickly by changing the site’s user database.

    • This issue is related to the permission level of editing rights on the site. To add a user with the access level of the site administrator, we are required to make the change as site managers.

    • If this was a time-sensitive issue, it could be labelled as priority 2 (important), but in most instances, this is a priority 3 (normal).

High traffic preparedness

We are expecting a significant spike in traffic on our site, could you make sure it will run smoothly during this period?

Priority 2 (Important)

  • In this case, we need to understand some context surrounding the spike in traffic, so we can gauge the technical response. What will cause the spike in traffic? How many people are you expecting to visit the site, roughly? When are you expecting this spike, and for how long?

    • As a priority 2 (important) issue, this is likely to be time-sensitive. In addition, the performance of the website may depend on its resolution.

    • The development team needs enough time to prepare for this situation. Please get in touch with the time in hand so that we can meet your
      requirements.

Pulling content from the cloud

I am unable to pull content from the X website to the Y website, please investigate this.

Priority 3 (Normal)

  • It’s likely that in this instance, the user cannot pull content from a particular website because that relationship between the two sites has not been set up on the backend. This must be done by us on a per-site basis.

    • This is relatively straightforward to resolve, however, must be handled on the backend, rather than advising the client on the steps to take.

    • As site-sharing functionality via the cloud is added on a per-site basis, it’s important for us to know which sites specifically you would like to share content with.

Accidental deletion of content

I’ve accidentally deleted a section of my website! Can this be recovered?

Priority 1 (Critical)

  • In an instance like this, you must get in touch as soon as possible, to give us the best chance of retrieving the lost data with the least adverse impacts.

    • As a priority 1 (critical) issue, we must resolve it as soon as possible. The process for retrieving lost content may involve reverting to a site backup before the incident of deletion, which means any other changes made after the fact would also be lost.