1

SOS for Testing Coordinators:How to Get Help with

Accountability Problems

James Rhew, Rhonda Carlyle, Phyllis Price

Accountability Conference 2008

2

What’s the Problem?

• Need a way to provide better support to local testing coordinators

• Would be helpful to have a ‘store house’ of knowledge and problem resolutions

• CCB and DPI management recognize the need for a more automated solution

3

• You Know You’re Addicted To The Internet When – You wake up at 3 a.m. to go to the

bathroom and stop and check your e-mail on the way back to bed.

4

Why use a new tool?And why HEAT?

• Used successfully in DPI for other major applications, such as NC WISE

• Keeps issues from dropping through the cracks

• Ability to automate the creation of a knowledge base

• HEAT Self Service very simple WEB based interface

5

Who are the HEAT clients?

• LEA and Charter School Test Coordinators

• RAC / RCC Personnel

• DPI Internal Staff

6

Accessing HEAT

Novell Network

RAC

RAC

Trouble Tickets

Knowledge Base

LEA

LEA

LEA

DPI

HEAT Client

iHeat

iHeat

Heat

Self

Service

HSS

HSS

7

Workflow Overview (not in handout)

8

What is HEAT?

• A tool for Reporting Problems / Asking Questions about:– ABC Tools– WinScan– Data Collections– Secure Shell– OTISS– Equipment

9

Pre - Workflow Overview (not in handout)

1. Search the Knowledge Base

2. Contact your RAC

The process leading up to your decision to enter a ticket in the HEAT Self Service is defined by the Regional Accountability Coordinator.

10

Workflow Overview

1. Test Coordinator enters an issue

2. RAC resolves issue and closes ticketOr

3. RAC assigns ticket to Accountability Help Desk

4. Help Desk routes ticket to ATEAM, Policy and Operations, Test Development or Reporting designated staff member

5. Ticket is resolved and closed

11

Process NOT like NC WISE process

• NC WISE HEAT– Central– Phone Call to DPI– One Call Center– DPI Tier 1 Support– LEA can use HSS

• Accountability HEAT– Distributed– Phone Call to RAC– Six Call Centers– RAC Tier 1 Support– LEA can use HSS

12

This is why we’re not allowed to use the phone…

• WE WOULD NEVER DO THIS

• RAC6 called to say they couldn't access Latest Uploaded Files. Gave them Standard Accountability Answer #112, "Well, it works for me." Let them rant and rave while I unplugged my coffeemaker from the UPS and plugged their server back in. Suggested they try it again. One more happy customer...

13

HEAT Self Service

• A way to enter and track your calls

• Provides the ability to enter a call ticket and follow its status at any time

• Your ID is your three digit LEA number; this ID cannot be changed. Your SIMS / NC WISE Coordinator has the password for your LEA. Only the NC WISE / SIMS Coordinator can request password changes

• The URL for HSS is:

http://webheat.dpi.state.nc.us/heatselfservice

14

HEAT Self Service– Search Knowledge Base (not in handout)

You do not need to log in to search the knowledge base

15

HEAT Self Service– Search Knowledge Base (not in handout)

Use the “Search In” dropdown to focus your search.

16

HEAT Self Service - Login

Enter your LEA number in the ID field and your password in the password field

17

HEAT Self Service

To see a list of all your open issues, select the link “All Open Issues”. You can also enter a specific ticket # and select “Lookup Issue” or view closed calls.

18

HEAT Self Service – Open Issues

You can get details by clicking on the “Ticket #”.

19

HEAT Self Service – New Ticket

To enter a new call, return to the “HOME” page and select “New Issue”.

20

HEAT Self Service – New Ticket• The Customer ID or LEA# will contain your LEA number

from your sign on.• Please select the correct name from the drop down list in

the Contact Name field. If your name is not on the drop down list, you must enter your name, phone number, and email address as the first line of the call description.

• The default application name will be “NC WISE” but if you use the drop down you will have a list of all supported applications. Select ‘Accountability’.

• Please enter the Desired Completion Date in the format MM/DD/YYYY – this is not an obligation but in your best judgment when the ticket should be satisfied.

• The created date and time are entered by the system and may not be modified.

21

HEAT Self Service – New Ticket• In the Description box enter a complete description of

the problem being experienced or your complete question. The minimum items you should include:– Your name, phone number, and email address, if not

available in the Contact list– Your RAC number– The LEA and school number experiencing the

problem– A thorough description of the problem– Your estimation of the severity level of the problem

(see list)– The appropriate Accountability Sub-Application (see

list)

22

HEAT Self Service – New Ticket

• Priority is not being used; the default is acceptable

• Attach any supporting documentation such as screen shots, sample reports, etc.

• When you have completed your entries, select the “Submit” link.

• After submission, the ticket will be presented on the screen and will include your ticket/issue number.

23

HEAT Self Service – Sub-Applications

ABCTools Setup SFTP SSH

ABCTools File Data Collection

ABCTools Reports OTISS

ABCTools Other Equipment

WinScan

24

Severity Definition Example

Critical (1)

System/Application or device down, critical business impact, no workaround available. As management directs, begin resolution activities immediately

A server is not working and many customers are affected; a real-time critical operation in progress, such as collection due date.

Severe (2)

System down or level of service degraded, potential business impact, alternative or workaround available.

Processing is very slow; the end result is the same but it just takes longer.

Moderate (3)

Not critical, customer can wait; a workaround is possible.

A few workstations cannot access an application.

A single document is not available.

Tolerable (4)

Not critical, customer can wait; a workaround is possible with no operational impact.

A “how to” question or a request for one-on-one help.

An error exists in a user manual.

HEAT Self Service - Severity

25

HEAT Self Service – Completed Ticket

26

HEAT Self Service - AttachmentsTo add an attachment:Select “Home” then “All Open Issues” and select the correct ticket number.You will see the completed ticket.Select “How do I add my attachment?”

27

HEAT Self Service - Attachments

Notice the file name and description at the bottom of the page. You have successfully added an attachment to the call ticket.

28

Today and Tomorrow

• Our Current Status

• Future Enhancements: Automatic notification of

assignments Escalation based on ticket age /

severity Implementation of Knowledge Base

• Questions?

29

We’re way past this….

• Tech Support: "I need you to right-click on the Open Desktop." Customer: "OK." Tech Support: "Did you get a pop-up menu?" Customer: "No." Tech Support: "OK. Right click again. Do you see a pop-up menu?" Customer: "No." Tech Support: "OK, sir. Can you tell me what you have done up until this point?" Customer: "Sure, you told me to write 'click' and I wrote 'click'." (At this point I had to put the caller on hold to tell the rest of the tech support staff what had happened. I couldn't, however, stop from giggling when I got back to the call.) Tech Support: "OK, did you type 'click' with the keyboard?" Customer: "I have done something dumb, right?"