Glossary of Portal Terms & Definitions

The FreshService website uses a few terms that may be unfamiliar from our previous systems. There is no need to memorize all of this information, but they are provided as a reference for clarity should you want to consult them.

Accounts & People

• Requestors: All members of the University have "Requestor Accounts". 
  Even if an issue affects multiple people, every ticket will be attributed to one person. 
  When raising a ticket, you may select another person to be the point of contact. 
  
  
• Agents: All OCIS staff (both technicians and administrative staff) have "Agent Accounts" in the system. 
  The Agent listed on your ticket is the technician who is currently handling the ticket. Only one agent is assigned at a time, and that assignment may change.
  
  

Around the Portal

• Solutions: A section of the portal dedicated to information and instructions. Some people may call this a "Knowledgebase" or a "Wiki". Here you can find: 
  • Specific how-to articles, such as using features of applications.
  • Common issues and how to resolve them without a technician.
  • Answers to questions and general information about policy, procedures, and resources.
    
    
• Service Catalog: A menu of different "Service Requests" that you can file. These are forms specifically tailored to routine, expected procedures and services.
  For example, access to printers, changing the properties or participants of a BlackBoard course, requesting replacement equipment or purchases.
  The Service Catalog acts as a comprehensive list of services, so it is recommended to check the Service Catalog before filing a ticket.
  
  
• Approvals: A feature of the portal to facilitate signing off on anything OCIS-related that may need your approval. Mainly for supervisors.
  For example, if an employee you supervise needs access to a resource or new hardware, you may receive an Approval Request.
  
  
• FreshService & FreshWorks: FreshService is the name of the system for the portal website and ticket management.
  The OCIS Portal is a FreshService portal, much the same way that your @kean.edu e-mail is a Google E-mail.
  FreshWorks is the name of the company that created the system, and FreshService is also the name of the division that maintains the application.
  Any e-mails you through the OCIS Help Desk Support Portal may mention or be addressed from FreshService (or, rarely, FreshWorks).
  (Always use caution when opening e-mails and links that you are not expecting, even those purporting to be from Kean, OCIS, or FreshService)  

Types of Tickets

• Incident Tickets: Tickets created in response to problems and unexpected events. 
  When something stops working properly, it is classified as an "Incident" and its ID number will start with "INC-" 
  
  
• Service Requests: Tickets for more routine requests and services, such as granting new access to a printer. 
  These are usually standardized procedures that are created through the Service Catalog. Their IDs start with "SR-"

Ticket Properties

Impact and Urgency are ways to measure the effects of an incident/issue. 

Though lower ratings may make a ticket lower priority compared to others, a ticket will never be cancelled on the basis of being "too low" in Impact or Urgency.
Marking a ticket as "High Impact" or "High Urgency" will not guarantee immediate service.
OCIS staff may adjust the ratings of tickets to reflect new information or re-evaluation of the issue.

When filing a ticket through the Portal, please rate the issue to the best of your ability.
(Definitions for each level will be visible on the ticket form when submitting)

• Ticket Impact: A rating of the scale of the issue/incident in terms of how far its effects reach.
  This is not the same as "how serious of an issue" it is, though it can overlap.
  It is a measure of how wide the problem is. 
  • Low Impact: An incident impacting one or few users.
    For example, something is wrong with one computer in an office or a personal printer.
    
    
  • Medium Impact: An incident impacting multiple users, departments, buildings or classrooms.
    For example, a printer is down for an entire office, or a classroom projector is malfunctioning.
    
    
  • High Impact: An incident impacting the entire campus OR a critical business service.
    For example, all or most people have an issue with using Ellucian or the ePermit page.
    Or, the problem is only with one machine, but its downtime will immediately affect many people.

• Ticket Urgency: A rating of the disruption caused by the issue/incident.
  This is not the same as "how many people are having this problem," though it can overlap.
  It is a measure of how much the problem interferes with necessities and functions.
  • Low Urgency: An incident that does not impede the ability to do work or provide service functions.
    For example, a flickering monitor that still works, or an audio problem when audio is not necessary.
    
    
  • Medium Urgency: An incident that moderately affects the ability for a user to do work and/or a workaround exists.
    For example, or a printing problem when digitally sharing the document is an option. 

A ticket can be High Impact but Low Urgency, or occasionally vice-versa. 

For example, an issue with the appearance of a service page that doesn't actually stop anyone from submitting information.