College Operator Instructions

Only individuals with operator access can manage tickets submitted to the college. These are instructions for managing the tickets.

Contents:

I. NSM Ticket System Operator Instructions

II. PDF file "Ticket System Overview (for operators)" is located at the end of this document.

Logging-in:

• Go to: https://hosted.comm100.com/AdminManage/Login.aspx?
• Select the “Ticket” menu from the top bar.

Reviewing and Assessing New Tickets

What do I do with this ticket? Take it or Assign it?

When new tickets arrive, they are not assigned to an operator. To view and assign the ticket go to the query “Not Assigned – Open Only.” Or, sort the "All Open tickets" query by the Assignee column.

1. Take It

• Select the Take button. You will become the “Assignee.” You will serve as the ticket liaison.

• Once you take a ticket, you assume responsibility for managing it and ensuring it is closed within an appropriate time frame.
• You will need to obtain any required signatures set due dates, follow up on the status daily, communicate with others, and close it once all required actions are complete.
• Timeframes:
  • Tickets that require only the College Business Administrator signature should be closed within 2-3 days.
  • Other tickets that require multiple approvals may take longer. The key is to follow up on the status regularly and update the ticket 'status' field and also add notes to communicate progress.

2. Assign It

Select the Edit button. Go to the “Assignee” field and select the name of the person you want to whom you want to assign the ticket.

Tickets that need to be assigned to someone else:

• Faculty Hiring – Assign to Debbi Loya

Any tickets related to faculty hiring, including non-tenure track and tenure track appointments and courtesy appointments.

• Conflict of Interest Forms – Assign to Debbi Loya
• Gift Activity Reports – Assign to the student worker.

Processing the Ticket

Read the ticket details to determine the nature and need of the request.

a. Update Ticket Details with any missing data fields. Most tickets are pre-filled with Dept, Category, Form Name. If not, do so. See section titled “Editing Ticket Details” below.

b. To determine how to audit and route the ticket for approvals, go to the NSM Forms Inventory webpage.

c. Download the document and Stamp It in bottom right corner with date received and the ticket number. Example:

Received NSM mm/dd/yy T8503

d. Save it to the applicable Pending Signature folder in Google Drive/Ticket System Signature Folder with file name in the format shown below. Documents that need the CBA's signature should be placed in the "Pending LaSaundra" folder. This is where the CBA will review and sign the document. Note: If you do not have access to Google Drive, contact NSM IT or the College Business Administrator.

File name format: Dept initials-Document name-Vendor/employee last name-Ticket #. Examples:

• CHEM – Sole Source – Agilent – T8503
• EAS – Travel Request – Williams – T8504

Department initials are as follows:

Bio EAS

Chem Math

Cosc NSM Dean

CNRCS Phys

e. Once the CBA has signed the document, it will be saved in the "Signed and Ready to be Distributed" folder.

f. You must now determine if another approver is required or if the document can be returned to the department or forwarded to someone else. See Forms Inventory for routing instructions.

a. If another approver is required:

1. Forward the document to the next approver and copy the requestor and the DBA.
2. Change the “CBO Status” field to indicate the appropriate pending level. Do not close the ticket until final approval is received.
3. Move the PDF document from the Cotright-CBO/Signed folder to one of the Pending folders.
4. Once all approvals are received close the ticket and move the PDF to the "Ready to File" folder.

b. If another approver is not required and the form can be returned to the department:

1. Go to ticket correspondence and reply to the requestor and attach the signed document.
2. Copy the DBA
3. Close the ticket
4. Move the PDF document from the Cotright-CBO/Signed folder to the "Ready to File" folder.

Managing Your Ticket List

• On a daily basis (several times a day), you should go to the Ticket list (All Open Tickets) to check for any new tickets or new correspondence for existing tickets.
• Review them for any follow up action required and for any new responses received.
• A new email submitted to a ticket will be in bold text. (Note: that if another operator has already viewed a new incoming email for your ticket, it will not be bold anymore, so do not rely entirely on the bold text to see if there is any new correspondence in your ticket).

Editing Ticket Details

The ticket status and/or notes must be updated as it moves along in the approval process. For example, once it is signed by the CBA, the “Status” field must be changed to indicate whether it is pending another approver, such as Pending Dean or if the ticket is now closed. The Instructions in the NSM Forms Inventory provide workflow routing steps.

The details must also be updated for all new tickets. In most cases the required fields will already be completed by the department, but if it is not, you will need to complete them.

§ Dept

§ Category

§ CBO Status

§ Need Additional Info – check this field if you must return the ticket to the department for any corrections or additional information.

§ Late – check this field if the document has been submitted late, after the effective/start date of the request. If Late is checked, fill out the field “Late Reason” to indicate why it was late.

§ Form Name

See PDF file "Ticket System Overview for operators" (attached below) for an annotated depiction of Ticket System screens and queries.

Sign in|Recent Site Activity|Report Abuse|Print Page|Powered By Google Sites