Version 04 Status Final Author I best Date Sep 2013

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9.9.Completing A Request

The default operation within Open Pursuit is that the Assignee completes a Request and the Tracker closes it. When a Request is COMPLETED it is automatically re-assigned back to the Tracker for final closure.

  1. Enter the required Request reference number into the ‘Reference Number Field’ and press the Enter key.

  1. Before changing the status of a Marval Task to Completed ensure that any resolution is noted in the Solution Notes.

Click on the Notepad icon to display the Add Notes screen. From the Notes menu select the Solution type.

Key in the information you wish to add and save these details by either File Menu | Exit (save) or pressing the Esc key.

The Customer sees the Solution Notes in the “Completed” email.

  1. Change the status to the COMPLETED state.

  1. Press the button, which displays the Update Confirmation screen.

10.MSM Change Management

The process for managing changes within Marval Open Pursuit is documented in the MSM Change Request Procedure which is located at:

11.General Functions

11.1.Filing of Documentation

Documentation may be stored in the Marval database as attachments. Click on the paperclip icon on the Attach Side Bar to display the Request Attachments screen.

Double click on a blank field, browse and select the required file.

The appropriate Notes (Customer, Work Order, Solution) field of the Service Request screen should continue to be used extensively to accurately record all actions associated with the Request. The Notes Field may also be used to refer to any externally stored documents.

The notes feature could also include a copy (and paste) of email correspondence eg authorizations and estimates, and other information with direct relevance to the inc / tsk.  Conversations between assignees within Marval should be avoided where possible, that is, only the outcome in summary points of verbal communication is required to ensure a brief yet meaningful record of events is captured.

11.2.Find an Existing Record by Request Number

  1. Enter the required Request reference number into the ‘Reference Number Field’ and press the Enter key.

  1. From here, follow the instructions for the appropriate action to be undertaken, ie Update a Request, Completing a Request or Close a Request.

11.3.Select a request from a group pool

Selecting a Request from a group pool is performed identically to accepting an assignment, except that the assignee needs to modify both the STATUS and ASSIGNEE name fields.

  1. Select the required Request number.

  1. Using the Status pick list select the required status.

  1. Position the cursor on the ASSIGNEE pick list and select the required Assignee.

  1. Click on required assignee name. Pressing F9 will expand the Assignee pick list if required.

  2. Press the button.

If a Request has been assigned to you incorrectly or you wish to re-assign to another specialist or group, select the required assignee/group whilst in the ASSIGNEE field, and press the button. If in doubt, re-assign it to the named Tracker.

11.4.Display a Customer’s outstanding calls

  1. Enter the required Customer’s FAN (if known) or name (lastname, firstname) into the “Customer” field and press the Enter key.

  1. To display that Customer’s outstanding requests, double click in the “Customer” field, or select “Current requests” from the “Customer” menu.

11.5.Display a Customer’s last Service Request

It is not unusual for a Customer to forget their reference number or to ask you to repeat a solution to a request reported last week. Open Pursuit maintains the last 5 Requests reported by each Customer.

The icon to the right of the Customer field allows quick access to this information.

  1. Enter Customer FAN or name in the Customer field.

  2. Press button, to the right of the Customer field

  3. Press button to populate the main screen with the details of a Service Request.

The following screen displays the last call information:

By clicking on the button, all calls are shown.

11.6.Displaying A Customer’s Contact Details

To display a customers contact details from the Main Request screen:

  1. Select the Profile option from the Customer Menu option or;

  1. ‘Double click’ in the ‘Department’ on the Main Pursuit screen. Pressing the F8 key whilst keyboard focus is within the Department field has the same effect as double clicking or;

  1. Press F9 whilst the keyboard focus is within the Customer field.

  1. This displays the Contact Profile for the Customer in which you can view the FAN, extensions, e-mail, etc.

11.7.Change a Customer

The person originally reporting a Request may not be the actual contact point, or perhaps the wrong name was entered. To modify the name of the Request caller:

  1. Select the required Request.

  1. Enter the new contact in the “Spoke to Field”

  1. Enter other details as normal.

  2. Press the button (Alt U).

11.8.Wildcard Searching

Although wildcard searching is permitted (e.g., SMI*), it performs this search in sequential mode. For large databases and wide area network usage this can cause a major performance overhead, therefore field searching is recommended. This applies to all searching routines.


Most reporting requirements can be met by simple searches using the Main Request Screen or via the knowledge base. Right-clicking in a column header row will allow a Chart to be generated based on the contents of that column.

Predefined reports can be used if more detailed or specific reports are required. There are many predefined reports available from Marval. These are available using Search screens or using the Report menu. Below is an example of those reports available from the Reporting menu:

When selecting a report, the following box will appear:

Click on the button to return the report to the screen.
Right clicking in the report brings up a menu which allows you to Export the report into other formats. Selecting Export from the menu displays the Export screen from which you select the application to which you wish to export the report.
For further information please refer to the Open Product Reporting Guide.

Reports can also be created using . The following describes how to produce an example report using this method.

  1. In the main request screen, enter information into one or more of the fields. Press the button.

  2. The following is an example of the table that will appear.

NB: This screen now defaults to Full Screen display.

  1. To save to a spreadsheet, right click anywhere on the table.

  1. By choosing “Save” then “To Spread sheet”, an Excel workbook will be opened containing all the data.

Tips: You can also filter, chart or sort the data by right-clicking on the table headings. Below shows the available options using right click on the table headings:

13.Manual Incident Management Procedure

This procedure is to be used in case of a Marval Outage. Once the system has been restored, all incidents logged using the paper forms need to be entered into the Marval system.

Always ensure you have blank hard copies of the Customer Support Incident Record Form.
Complete the form in the following manner:

  1. Incident Number - to be provided to the Customer. This needs to be in the following format:

Customer Support Member initials + next free number i.e. RP001

  1. Date and Time - that the incident was logged.

  1. Customer Name

  1. Telephone Number of the Customer

  1. Location and Departmentoptional, dependent upon the incident type.

  1. Service – the name of the service affected.

  1. Symptom – the indicators that an incident has occurred.

  1. Description of incident – as much information regarding the fault as can be gathered from the Customer.

  1. Updates – when information updates are provided from support groups regarding the incident, these need to be added to the form. Also include the name of the support team member providing the update and the time it was received.

  1. Logger – your name

  1. Tracker – usually this will be you

  1. Priority – the priority given to the incident

  1. Comments – comments regarding the priority if required (i.e. if set at a higher or lower level than usual)

  1. Status – tick relevant status each time it changes

  1. Assignee –support team member who is currently responsible for the call.

  1. Marval Number – to be entered on the form as a cross reference once Marval is available. Enter the incident into the Marval record, including manual incident number

  1. Checked? The incident entered into Marval matches the version on the paper based form.

Once all details of the Request have been recorded on the Incident Record Form, the Logger/Tracker must make contact with the Assignee or Assignee Group supervisor to advise of the Request. When an Assignee accepts the Request, the Tracker should be advised and the Incident Record Form updated.

All Incident Record Forms are to be sequentially filed in a folder and held within the CSC pending entry into Marval.

Manual Customer Support Incident Record Form

ISD Incident Record Form

Incident Number:

Your initials + next no.



Customer Name:

Telephone No:





Description of Incident:

Updates (include contact data and times):






Tick box


Customer informed?







Customer updated?



Customer satisfied?

Marval Number:




Any event that is not part of the standard operation of a service and one that causes, or may cause, an interruption to, or a reduction in, the quality of that service.

Major Incident

An outage or event, which affects numerous people or business critical services.


A single or series of incidents where the system and or application has been returned to normal operation but the underpinning cause of the incident/s has not been identified

Problem management

The process responsible for the management of problem affecting the Technology Services of Infrastructure in a proactive manner.


Measure of business criticality of an Incident. Often equal to the extent to which an incident leads to distortion of agreed or expected service levels.

Impact - High

Critical component/system/process failure resulting in a loss of revenue.

Impact - Medium

Critical component/system/process failure resulting in a potential loss of revenue.

Impact - Low

Component/system failure resulting in significant loss of productivity which is deemed business critical.


Sequence in which an incident or problem needs to be resolved, based on impact and urgency.


Measure of the business criticality of an incident or problem based on the impact on the business needs of the customer.

Work around

Method of avoiding or addressing an incident or problem either from a temporary fix or from a technique that means the customer is not reliant on a particular aspect of a service that is known to have a problem.

Known error

An incident or problem for which the root cause is known and for which a temporary work around has been identified.

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