WEBVTT 1 00:00:00.000 --> 00:00:01.410 Off so that 2 00:00:01.880 --> 00:00:07.469 Kendra Strode: your name isn't I. Face isn't preserved for eternity in this recording. You are welcome to do so. 3 00:00:08.690 --> 00:00:16.579 mbachum: I don't forget me. I'm on. I'm online to as well. I fortunately I couldn't join you guys or into today. But 4 00:00:16.800 --> 00:00:20.420 mbachum: that's what I'm looking for from my arm. 5 00:00:20.950 --> 00:00:28.679 Padraig faganp@tcnj.edu: I see, and I met you on the second page of me. Okay, Mitch Mitch is our director of custodial services services here at the cottage. 6 00:00:28.890 --> 00:00:38.230 Padraig faganp@tcnj.edu: I don't know if you guys have met up with mid-shared and any of the sessions, Canada. But yeah, okay, you've got our phone service team here to college. 7 00:00:38.340 --> 00:00:44.580 Kendra Strode: Well, thank you all for joining for anybody who has the wonderful pleasure of watching this recording later. Thank you for your patience. 8 00:00:44.680 --> 00:01:14.370 Kendra Strode: And as Patrick is saying, my name is Kendra strode. I was telling you just a little bit that I used to team dynamics as a client at a couple of different schools before coming to work here. And facilities. Crews are just the best. I was like the overlap of challenges that we faced. you can't ever go do work during the school year, because there are classes and students in session, and you can't ever quite do work in the summer, because there are some are projects in session. And so we're always trying to weasel our our work in our efforts in and around the operations of the institution 9 00:01:14.990 --> 00:01:16.840 Kendra Strode: for today's training. 10 00:01:17.290 --> 00:01:37.720 Kendra Strode: What I'm hoping to cover is giving you all a sense of what your day to day work is. Gonna feel like once you get live and team dynamics and just a couple of notes Patrick said, that I have been helpful in that. I appreciate it. But Michael and Scott and Patrick and Heather have, and and many of you actually have been shipping in 11 00:01:37.750 --> 00:01:50.929 Kendra Strode: to help contribute to make this system what it is. And so I want to send some kudos out to those folks as well. We are still building. We are still getting some of the final pieces of information into the system. 12 00:01:51.000 --> 00:01:57.440 Kendra Strode: Michael and Scott in particular, will help take notes during today's training, because we may get to a screen where I say. 13 00:01:57.790 --> 00:02:12.240 Kendra Strode: well, yeah, should be able to do this. But we're going to need to build that. So I ask a little bit of patience. As we go through the demonstration today, we will continue to refine what team dynamics looks like in part based on feedback and questions that we get from you 14 00:02:13.120 --> 00:02:18.739 Kendra Strode: in terms of what we're hoping to cover. What I want to show you is a little bit of the client experience 15 00:02:18.810 --> 00:02:28.479 Kendra Strode: just you. What is it going to look like for your average student or faculty member to send in a ticket. And for those of you who do have computers with you. 16 00:02:28.620 --> 00:02:37.899 Kendra Strode: I'm actually going to ask you to submit a ticket that way. If you don't have a computer or an ipad with you, that's okay. Just take a look over the shoulder of the the person sitting next to you. 17 00:02:37.970 --> 00:02:48.660 Kendra Strode: partner up and you can practice this later when you get back to I I say, when you get back to your desks, but I know most of you are out in the field throughout the day. So when you get a spare moment. 18 00:02:49.140 --> 00:03:02.779 Kendra Strode: so we're gonna look at that briefly. Just so you have a sense of what everybody coming into the system is looking at. But then most of what we're going to do is be in the spot the part of team dynamics that you will be in day to day. 19 00:03:02.940 --> 00:03:07.400 Kendra Strode: and we're going to talk about. How do you look at a work order. 20 00:03:07.510 --> 00:03:20.460 Kendra Strode: You'll hear me say the word ticket in team, dynamics, ticket and work order are effectively synonymous, and so I'll try to use both vocabulary words. But if if I'm ever using ticket, you know I'm talking about a work order. 21 00:03:20.900 --> 00:03:39.410 Kendra Strode: how do you find tickets that have come in work? Orders that people have sent in. How do you update them when you've done work? How do you send notes to your fellow team members? How do you reassign tickets to another team. You know, the electrical team is done. Now, carpentry needs to do the work to make it look pretty around 22 00:03:39.580 --> 00:03:41.200 Kendra Strode: the electrical box. 23 00:03:41.460 --> 00:03:47.159 Kendra Strode: All of those sorts of procedural steps. That's what we're going to go through today. 24 00:03:47.310 --> 00:03:58.659 Kendra Strode: depending on how much time we have at the end. We might also be able to take a quick look at how you can start to customize some of the reports and desktops that you see. 25 00:03:58.690 --> 00:04:24.780 Kendra Strode: so that you can see what you need, because I know that we have a few different audiences here. I know that we've got the front office control center team and you are effectively dispatch and triage and the work orders come in and you're helping make sure that they get out to the right team, and that experience is different from the team lead experience where you've got the tickets for sort of your whole area and making sure that those are assigned to individuals. And that's different still 26 00:04:24.850 --> 00:04:29.419 Kendra Strode: from what it's like to actually do the work as an individual, as a technician. 27 00:04:29.680 --> 00:04:33.740 Kendra Strode: So we're looking at that day to day, doing the work level right now. 28 00:04:34.530 --> 00:04:41.159 and not necessarily as much of some of the the higher level stuff. But I will. I'll talk about it as we get a chance. So 29 00:04:41.440 --> 00:04:52.260 Kendra Strode: if that sounds good to folks. I am going to dive forward and Brian, I think, demonstrated it great. There is the reactions button at the bottom of the screen. 30 00:04:52.470 --> 00:05:04.680 Kendra Strode: and you can click down there and give a thumbs up if things are good for you and Michael, if you'll be the representative for the room. If I could just get a few thumbs up from folks that we are ready to to hit the ground running. That would be awesome 31 00:05:06.210 --> 00:05:08.190 Kendra Strode: gives me a chance to get a sip of coffee, too. 32 00:05:10.390 --> 00:05:11.450 Kendra Strode: Okay. 33 00:05:14.790 --> 00:05:15.810 Kendra Strode: all right. 34 00:05:17.520 --> 00:05:19.730 Kendra Strode: So I'm going to share my screen. 35 00:05:20.950 --> 00:05:26.469 Kendra Strode: And the first thing that we are going to see is the facilities client portal. 36 00:05:27.100 --> 00:05:46.930 Kendra Strode: So the exact details of what we see on this screen may adjust over time. I know that we've been kind of really narrowing in on the information about how to get in from emergency details out to folks and refining the buttons and the boxes. But this is starting to look like what clients will expect to see. 37 00:05:47.440 --> 00:05:58.830 Kendra Strode: So when you are in the client portal. you may see in the top right when I'll send this URL out via chat. But it is tc, and J, that team 38 00:05:58.920 --> 00:06:10.050 Kendra Strode: dynamics.com. And I'm actually going to back up one level so that we can all go to that. So Tc. And J team dynamics.com. Let me send that. 39 00:06:10.630 --> 00:06:11.680 Kendra Strode: What's that, Michael? 40 00:06:11.990 --> 00:06:17.369 Kendra Strode: Nothing. I'm sorry I was handing out the agenda as well. 41 00:06:18.920 --> 00:06:25.290 Kendra Strode: So, taking one step back, if you go to Tc. And J team dynamics.com. 42 00:06:25.310 --> 00:06:32.250 Kendra Strode: you can click client portal here in the middle. This is going to take you first to the it client portal. 43 00:06:33.260 --> 00:06:37.440 Kendra Strode: and if you sign in in the top right. 44 00:06:38.870 --> 00:06:44.660 Kendra Strode: and I'll give you a moment to do that if you haven't already. So it should say, sign in, if it doesn't show you your name up here. 45 00:06:51.730 --> 00:06:58.159 Michael Kuhn: Oh, we're okay. So yeah, this is the email, 46 00:06:58.210 --> 00:07:03.279 Michael Kuhn: so go go to go to Tc and J tonight. 47 00:07:03.310 --> 00:07:06.170 Padraig faganp@tcnj.edu: not recognizing my email 48 00:07:10.190 --> 00:07:12.379 Michael Kuhn: and our facilities calling for 49 00:07:13.160 --> 00:07:14.070 there you go. 50 00:07:14.570 --> 00:07:16.800 Michael Kuhn: Okay. 51 00:07:16.810 --> 00:07:24.160 Michael Kuhn: is everybody in the It doesn't recognize my email to let me in. 52 00:07:24.670 --> 00:07:26.009 Michael Kuhn: No, we can do it. 53 00:07:26.140 --> 00:07:39.660 Kendra Strode: It may. If you get just a normal sign in screen. It may just be your username instead of your full email address, Patrick, what's my use? Oh, I just, I tried my my Tc, and the user name doesn't work. Okay? 54 00:07:40.470 --> 00:07:53.880 Amanda Radosti: let me see, are you? Yeah, I was gonna say, I was having this problem yesterday, Patrick. And if you go to, are you longed in at all like? Can you see your little 55 00:07:55.750 --> 00:07:58.369 Amanda Radosti: your name? And like a little person? 56 00:07:59.990 --> 00:08:08.350 Padraig faganp@tcnj.edu: So I'm just going to the porthole page and checking on the top. Right on corner, says sign in when it comes up from my single sign on to send email, unknown email unknown every time. 57 00:08:08.390 --> 00:08:16.070 Michael Kuhn: Oh, and you're no, I'm putting in public. fagin@yahoo.com. 58 00:08:16.170 --> 00:08:30.249 Amanda Radosti: No, no, no, no, no! I'm talking in the yeah here I can hear the sarcasm. It sounds like Michael's headed your way, Patrick, so we'll go ahead and do that if anybody else is having issues getting signed in. 59 00:08:30.530 --> 00:08:38.909 Kendra Strode: Let Scott or Michael know. and we can help troubleshoot that a little bit after the session. And so, if you are in that situation. 60 00:08:39.080 --> 00:08:48.860 Kendra Strode: walk, watch along with somebody who can get signed in or watch. Watch my screen. I will be stepping through. the actions as needed. 61 00:08:50.580 --> 00:09:14.879 Kendra Strode: so you may or may not have seen, but when you are signed in you can click your name and you can switch between the different client portals as needed. So if you aren't seeing the facilities Portal. You may just need to click your name, switch portals and select facilities. But from here, hey, Patrick, would you mind mutant on your side? 62 00:09:15.120 --> 00:09:16.640 Padraig faganp@tcnj.edu: There we go. 63 00:09:18.360 --> 00:09:23.019 Kendra Strode: Okay? Excellent. So once we're on this screen. 64 00:09:23.050 --> 00:09:32.749 Kendra Strode: you can do a couple of things. This list of services over here on the left. Each of these will take you to where you can submit that type of service. 65 00:09:32.790 --> 00:09:40.990 And so you are welcome to choose any of these options. If you're like sweet, I'm part of the electrical team. I want to send an electrical ticket. You can click right there 66 00:09:41.030 --> 00:09:54.990 Kendra Strode: and it'll take you to the electrical form so you can do that. or if you click, submit a ticket here. it brings you to the list of options where you can see a little bit more of a description, and so clients will be able to go either way 67 00:09:55.460 --> 00:10:03.659 for this one. I am going to send in a plumbing service request, so you can choose the same request. You can choose a different one, whichever you'd like. 68 00:10:03.930 --> 00:10:06.200 Kendra Strode: If you aren't taken directly to the form. 69 00:10:06.240 --> 00:10:15.790 Kendra Strode: click, request, plumbing service, or request electrical service, whatever your button says. and what you're going to see is a form with a few different fields. Now. 70 00:10:15.950 --> 00:10:19.669 Kendra Strode: when you get here, it should automatically populate your name 71 00:10:19.720 --> 00:10:23.660 Kendra Strode: because you are, unless you're Patrick signed into the system 72 00:10:24.470 --> 00:10:30.989 Kendra Strode: so that should populate automatically. it can be changed. And so, if 73 00:10:31.210 --> 00:10:40.139 Kendra Strode: an administrative assistant is putting in a ticket for a faculty member in their department. They could change the name to be the faculty member. 74 00:10:40.220 --> 00:10:45.540 Kendra Strode: but for the most part people are putting in their own tickets. You can specify a telephone number. 75 00:10:46.340 --> 00:10:57.289 Kendra Strode: And if any of you know the the song that this phone number came from that actually used to be the phone number for my high school attendance office, and they had to change it because they got so many junk calls. 76 00:10:57.330 --> 00:10:59.950 Padraig faganp@tcnj.edu: Isn't it? Actually 99. 77 00:11:00.010 --> 00:11:06.060 Kendra Strode: It is. It's just really you have to infer that from the way the the 9 is typed. 78 00:11:06.730 --> 00:11:07.610 So 79 00:11:07.740 --> 00:11:20.880 Kendra Strode: the next area is location. And this corresponds to buildings on campus, and you can type ahead for this. And so if you wanted to find something in Wolf Hall, you can just start typing wolf, and it will show up. 80 00:11:21.010 --> 00:11:29.809 Kendra Strode: Now, one of the other things that we worked to do, and that is possible for buildings is, do you have any building that goes by an abbreviation 81 00:11:31.530 --> 00:11:40.470 Michael Kuhn: we have E, a, B, we have. Bsc. 82 00:11:40.530 --> 00:12:03.590 Kendra Strode: so what we can do is we can make sure that these abbreviations are associated with those buildings, so that if you type that in it comes up so, Michael or Scott, if you will make a note that we want to update buildings with abbreviations, so that their description includes those abbreviations. We will go ahead and do that for right now, just choose the name of a a building that you're familiar with, that you spend some time in. 83 00:12:04.030 --> 00:12:15.719 Kendra Strode: The rooms are pre-populated, and I believe if you had the bathrooms, for example, if you start typing bathroom. If you type 200, 84 00:12:16.470 --> 00:12:36.110 Kendra Strode: it'll come right up. If you type bathroom, the options will come up. Yeah. So we worked to make this accessible and searchable for folks. So I'm gonna say that you know what bathroom makes sense for a plumbing ticket. So I'm going to report an issue in the men's bathroom. Don't ask me why I was in there. 85 00:12:37.310 --> 00:12:50.729 Kendra Strode: depending on the form that you've selected. There may be some additional fields. and any field that has this red asterisk is required. So take a moment and finish filling out whatever form you have selected. 86 00:12:51.140 --> 00:12:57.710 Kendra Strode: You may notice that if you select other. You can add your additional details. So 87 00:12:57.920 --> 00:12:58.850 Michael Kuhn: okay. 88 00:12:58.950 --> 00:13:01.130 Kendra Strode: toilet. 89 00:13:13.250 --> 00:13:14.150 Kendra Strode: And 90 00:13:17.560 --> 00:13:29.010 Kendra Strode: you may notice that there's a department field here for you. This should auto populate. You may or may not know this, but I don't work for Team D, or for Tc. And J. And so I don't have a department, so I need to go ahead and type one in. 91 00:13:29.450 --> 00:13:33.800 Kendra Strode: So I will go ahead and say that I'm with the information technology team. 92 00:13:34.080 --> 00:13:46.480 Kendra Strode: And then if somebody had a photo they could add that as an attachment, if they were having issues and wanted to send you a picture, they could do that. But otherwise, when you get to the bottom of the form. Go ahead and click, submit. 93 00:13:48.050 --> 00:13:55.039 Kendra Strode: so I will pause there for a moment. And I want to go back to my screen where I can see everybody's reactions. 94 00:13:56.870 --> 00:14:01.460 Kendra Strode: Would folks go ahead and give me a thumbs up if they have been able to submit a ticket? 95 00:14:02.880 --> 00:14:07.880 Kendra Strode: And for the conference room. If one or 2 of you have been able to do that, we'll we'll run with that. 96 00:14:09.820 --> 00:14:19.510 Padraig faganp@tcnj.edu: and just an F. Why, I hands up for Chris and our team of the look and through the options up to me construction services on this. And it's changed to skills. 97 00:14:19.580 --> 00:14:22.450 Padraig faganp@tcnj.edu: I'm sure you've seen it already, but just hello it. 98 00:14:22.940 --> 00:14:23.800 Kendra Strode: Okay. 99 00:14:24.160 --> 00:14:30.640 Kendra Strode: we'll go. Take a look at that all right. I've seen a handful of thumbs up. If you're still in the process of filling out the ticket. 100 00:14:30.720 --> 00:14:47.219 Kendra Strode: Hang in there. We're gonna continue as this goes. But you can always come back to this recording. If you want to see any of the additional steps. So now I wanted to bring your attention to just a couple of quick things here. You're going to see screens like this several times in team dynamics, and 101 00:14:47.460 --> 00:14:55.890 Kendra Strode: if you are still at this screen. go ahead and click, view the request or the incident you just created. If you're not at the screen. It's okay. 102 00:14:56.030 --> 00:15:01.080 Kendra Strode: we can take a look at how to get back to your tickets in just a moment. But this 103 00:15:01.240 --> 00:15:03.520 Kendra Strode: because we're still in the client portal. 104 00:15:03.870 --> 00:15:06.940 Kendra Strode: This is what the client will see 105 00:15:07.240 --> 00:15:18.319 Kendra Strode: if they sign into Tdx to take a look at their tickets. So let's say, somebody submitted this ticket about a clock toilet. They want to see the status of it. They can sign in, and they will see a summary of the fields that they have submitted 106 00:15:18.710 --> 00:15:25.449 their information. They will not see this red by information. I can see that because I'm an administrator. 107 00:15:25.570 --> 00:15:30.229 Kendra Strode: but clients will not see who has read their tickets, and that's a good thing. 108 00:15:31.790 --> 00:15:50.289 Kendra Strode: You can see here the location, for example. It shows us Wolf Hall bath, and it's the the men's bathroom in 158. And so, as you're getting familiar looking at tickets, location is about halfway down in the details, and then we have this feed here. 109 00:15:50.630 --> 00:15:57.130 Kendra Strode: And this is really important. So I'm going to pause to make sure we've got everybody paying attention to this. 110 00:16:02.070 --> 00:16:17.549 Padraig faganp@tcnj.edu: so I could just save set up Kendra, didn't. I wasn't able to submit a ticket twice the, and that there's no room numbers right. But the business you can't skip that you can't, even if you have the the buildings that didn't have room numbers 111 00:16:17.920 --> 00:16:38.360 Kendra Strode: or the form that you were using. Jot that down because we can make the room optional. or we can make sure that there is a other unknown for any buildings that don't have room numbers yet. I know that Michael and Scott are still working on getting buildings in. So if you found a building that doesn't have rooms switch to using Wolf Hall, and that can be a good example. Sound good. 112 00:16:43.630 --> 00:16:44.790 Kendra Strode: If 113 00:16:44.950 --> 00:16:54.449 Kendra Strode: I'm gonna use my teacher authority here. If the folks in the conference room can pause conversation real quick. This is something that I want to make sure people are aware of. So we are in the client portal. 114 00:16:55.020 --> 00:16:58.859 Kendra Strode: This is the client portal view of the feat. 115 00:16:59.370 --> 00:17:06.200 Kendra Strode: When we are updating tickets. We're going to talk about whether feed entries are public or if they're private. 116 00:17:06.220 --> 00:17:09.439 Kendra Strode: And this right here is what that's talking about. 117 00:17:09.760 --> 00:17:15.299 Kendra Strode: A public entry will show up here on the feed for the client. 118 00:17:15.619 --> 00:17:33.840 Kendra Strode: A private entry will not. So that's it's just really important to know that this is the client's view of a ticket and public posts show up here. Private posts do not. Okay you can continue any sort of a side conversation that you needed to to finish getting through a submission. 119 00:17:34.120 --> 00:17:38.449 Kendra Strode: But I am going to move us along 120 00:17:39.660 --> 00:17:41.560 Kendra Strode: quick overview 121 00:17:42.250 --> 00:17:44.370 Kendra Strode: ticket. So 122 00:17:44.900 --> 00:17:51.359 Kendra Strode: once you have created a ticket, if you've been able to send one in, or if you need to change your location, or you're now able to send one in. 123 00:17:52.200 --> 00:17:57.640 Kendra Strode: If you ever are out here. What we want to do is we want to get from this view 124 00:17:57.770 --> 00:18:09.310 Kendra Strode: over to what's called Td. Next. That's the space that you will spend most of your time, and if you click your name in the top right hand corner, you should see Td. Next in this menu. 125 00:18:09.930 --> 00:18:14.830 Kendra Strode: and so, if you would. let's go ahead and click. Td, next 126 00:18:15.890 --> 00:18:19.219 Kendra Strode: you'll get this little pop up window that you can just ignore. 127 00:18:20.810 --> 00:18:24.389 Kendra Strode: and you should see a screen that looks a little bit like this. 128 00:18:25.400 --> 00:18:34.039 Michael Kuhn: You may see some information on your desktop screen. You may not, but you should see something that looks a little bit like this 129 00:18:37.510 --> 00:18:39.189 Michael Kuhn: the other way 130 00:18:39.220 --> 00:18:43.330 Kendra Strode: that you can get here is by starting at 131 00:18:43.380 --> 00:18:45.889 Kendra Strode: Tc. And J team dynamics.com 132 00:18:45.970 --> 00:19:02.019 Kendra Strode: and clicking users. This is you and who doesn't want to go to this button. It's got a bunch of people. It's a party. This is where you want to be. You don't want to do the gears. You don't want to look at an ipad. So users is where you get to TV next. So if you ever need to start at that top level that's going to take you in here as well. 133 00:19:05.090 --> 00:19:13.850 Kendra Strode: All right. So we should be in here. You should see a screen that looks a little bit like this if I could get some thumbs up, just so that I know a few folks are at this screen. 134 00:19:18.920 --> 00:19:23.520 Kendra Strode: Okay? Got a couple of virtual thumbs ups. 135 00:19:24.800 --> 00:19:25.590 Kendra Strode: Okay. 136 00:19:28.820 --> 00:19:40.279 Padraig faganp@tcnj.edu: Michael, and for folks in the conference room, do we have a few people there who are? Oh, I got my thumbs up, but I guess more so from Michael. 137 00:19:40.400 --> 00:19:46.689 Padraig faganp@tcnj.edu: Heather doesn't have access to the portal or port, or she's only got campus planning on construction. 138 00:19:46.970 --> 00:19:47.720 Kendra Strode: Okay? 139 00:19:48.040 --> 00:19:49.000 Michael Kuhn: Okay. 140 00:19:49.240 --> 00:19:50.930 Padraig faganp@tcnj.edu: if you can get her access. 141 00:19:52.850 --> 00:19:57.539 Padraig faganp@tcnj.edu: It's not on her, that top right on corner we you picked on to see all the different 142 00:19:58.050 --> 00:20:00.039 Padraig faganp@tcnj.edu: and that was heather, specifically. 143 00:20:00.630 --> 00:20:01.490 Hmm. 144 00:20:02.680 --> 00:20:10.049 Kendra Strode: Michael, that should be part of Heather's user record. If that's something that you can take a look at and edit during the meeting, great, if not 145 00:20:10.090 --> 00:20:27.270 Michael Kuhn: heather will get you sorted out afterwards. Sound? Good. Yeah. I open up a ticket because there were some issues with the, I think there's some capital project request. So, yeah, okay, cool. We'll we'll follow up and adjust that. I'll do my very best to present convincingly, so that then you can follow along later. 146 00:20:27.380 --> 00:20:28.239 Kendra Strode: All right. 147 00:20:28.880 --> 00:20:37.829 Kendra Strode: So this is Td, next, this is where you're going to spend most of your time, and the first thing that I want to do is kind of get you oriented to how this system is just organized. 148 00:20:38.600 --> 00:20:40.070 Kendra Strode: And so 149 00:20:41.010 --> 00:20:50.089 Kendra Strode: the first thing to note A, obviously we know we're at Tc. And J over here on the left this little blue button it's officially called the application Menu. 150 00:20:50.380 --> 00:21:00.919 Kendra Strode: Somebody once described it as the Waffle menu, and that is now my official favorite name for it, and so I will refer to this as the Waffle button. But it is also the applications menu. 151 00:21:01.400 --> 00:21:12.850 Kendra Strode: When you first sign into Td. Next you'll see that you have this desktop tab, and then nothing else. If you click your waffle, menu. you're going to see a different set of boxes than I do. 152 00:21:13.570 --> 00:21:26.049 Kendra Strode: When you click in here you'll probably see facilities, asset management. Maybe the facilities, client portal and facilities taking ticketing. But not all of these other options. What I'd like you to do is click facilities ticketing. 153 00:21:27.760 --> 00:21:30.530 Kendra Strode: and then that should open up a brand new tab. 154 00:21:32.060 --> 00:21:35.270 Kendra Strode: These tabs will stick around. 155 00:21:36.350 --> 00:21:42.310 Kendra Strode: and so if you sign out and sign back in again, the facilities ticketing, tab will still be here for you. 156 00:21:43.300 --> 00:21:49.459 Kendra Strode: and this is where you do most of your work on your work, orders on your tickets. 157 00:21:49.870 --> 00:21:55.819 Kendra Strode: And so the first thing I'd like to have everybody do is click the word tickets over here on the left. 158 00:21:57.430 --> 00:22:06.440 Kendra Strode: And the reason that we're clicking over here on the left is this is one of the ways that you can see just all of the tickets in the system, and 159 00:22:06.740 --> 00:22:26.139 Kendra Strode: this is not how you will see your work, but for those of you who were able to submit a ticket, or if you were watching this later, and want to look at some of the tickets that are in the system. Now as examples when you're in facilities, ticking, clicking, clicking the words, tickets on the left will always show you sort of your top tickets. This will Max out. 160 00:22:27.050 --> 00:22:37.459 Kendra Strode: I think 300 is the most number of tickets that would show you, and I hope that you never see that. But depending on how busy certain times of your are, you may. 161 00:22:38.520 --> 00:22:50.140 Kendra Strode: Okay? So that's this tab. The way the application menu works is, if I were to click on asset management, it opens up a new tab. I can drag these around to reorder them. 162 00:22:50.660 --> 00:23:02.829 Kendra Strode: I can click the little X to close a tab, and I can reopen it again later, if I need to, by going to the applications menu. So if ever, you're not seeing facilities ticketing, just come back to the 163 00:23:02.930 --> 00:23:11.109 Kendra Strode: get some more waffles and open your ticketing app. So that's this kind of top little section here. If we go over to the right. 164 00:23:11.560 --> 00:23:15.080 Kendra Strode: this search box up here. This is global. 165 00:23:15.450 --> 00:23:21.550 Kendra Strode: and if you search here it'll search all of the parts of the system that you have permission to see. 166 00:23:21.900 --> 00:23:35.839 Kendra Strode: And so, if you put a serial number for a a piece of equipment in here. It should search assets for you. If you put a ticket number or somebody's name in here, it should show you information for that individual or for that ticket. 167 00:23:35.900 --> 00:23:52.849 Kendra Strode: So this search is global. I mentioned that because you may have noticed that there's also a search box here. this search box, because it's in this gray bar. we can tell that it's associated with this ticketing application. And so this search 168 00:23:52.930 --> 00:23:55.579 Kendra Strode: only looks for tickets. 169 00:23:55.780 --> 00:23:59.660 So that's one of the things to be aware of this will search everything. 170 00:23:59.800 --> 00:24:03.940 Kendra Strode: This just searches the application that you are looking at right now. 171 00:24:04.490 --> 00:24:09.459 and so that way you could search assets separately from tickets. If ever you needed to do that. 172 00:24:13.450 --> 00:24:16.890 Kendra Strode: when you are in an application and ticketing. 173 00:24:17.280 --> 00:24:21.619 Kendra Strode: you will almost always have this left hand navigation area. 174 00:24:22.230 --> 00:24:27.299 and you may say, Okay, wait a minute. I'm in facilities, ticketing. And I see desktop here. 175 00:24:27.690 --> 00:24:31.220 Kendra Strode: But I also have desktop here. What's the difference? 176 00:24:31.570 --> 00:24:46.319 Kendra Strode: This just like search is only going to show you information within facilities ticketing. We're not going to worry about getting started configuring your desktop right now, but that's why there are 2 different things, because this desktop could show you stuff from all over the system. 177 00:24:46.660 --> 00:24:49.840 Kendra Strode: This just shows you tickets, work orders. 178 00:24:50.470 --> 00:24:51.859 You've got groups here. 179 00:24:52.220 --> 00:24:58.900 Kendra Strode: and you should be able to click groups and see the list of groups that are part of team dynamics. 180 00:24:59.670 --> 00:25:07.640 Kendra Strode: And so, if you're like, wait a minute. I'm not sure if somebody is part of the electrical team. Once you click that group, you can see who's in there 181 00:25:08.060 --> 00:25:12.389 Kendra Strode: so that can be handy. If you're just trying to figure out where somebody is. 182 00:25:13.160 --> 00:25:19.059 And then we already talked about clicking the word tickets over here. This takes you to a great big list of all of the active tickets in the system. 183 00:25:19.260 --> 00:25:30.059 Kendra Strode: So let's talk next about searching tickets before I go on any questions, any hurdles or other roadblocks that people have run into. 184 00:25:35.700 --> 00:25:41.170 Kendra Strode: You can throw those out in chat if you are remote, or let Michael know and send those my way. 185 00:25:44.110 --> 00:25:45.090 Kendra Strode: Okay. 186 00:25:45.790 --> 00:25:52.780 Kendra Strode: one of the things I try to avoid doing is just completely steam rolling you with information that we will cover a lot of ground today. 187 00:25:53.580 --> 00:25:54.320 Kendra Strode: Okay. 188 00:25:55.580 --> 00:26:05.820 Kendra Strode: what I want to go to next is finding tickets. A little bit later I'm going to show you your desktop. We are working on building these out for each team. 189 00:26:06.000 --> 00:26:18.359 Kendra Strode: and so some teams we have completed, others. We don't yet. but one of the things that anybody can do when they're looking for a ticket is they can come in here and search. But rather than using these search boxes. 190 00:26:18.420 --> 00:26:21.590 Kendra Strode: my number one recommended way to find tickets 191 00:26:21.640 --> 00:26:31.120 Kendra Strode: is facilities, ticketing, click the word tickets. And then right over here we have this friendly little filter button. If you click the filter button. 192 00:26:31.550 --> 00:26:42.480 Kendra Strode: This gives you the ability to get really granular in what you're looking for. And so you can say, oh. you know what I know that heather put in a ticket. 193 00:26:43.500 --> 00:26:45.529 and heather. What's your last name. 194 00:26:48.470 --> 00:26:49.990 Padraig faganp@tcnj.edu: Eoc. 195 00:26:50.660 --> 00:26:53.080 Kendra Strode: Okay. there we go. 196 00:26:53.280 --> 00:27:05.379 Kendra Strode: I know Heather put in a ticket. I just I can't remember what the ticket number is. So I could do that. And Actually, I think Heather was not able to get in here, so I could switch this over to Scott. 197 00:27:07.070 --> 00:27:12.709 Kendra Strode: Oh, goodness gracious, Scott, I've been working with you this whole time, but you always join the meeting of Scott, so I also don't know your last name. 198 00:27:13.710 --> 00:27:15.250 Padraig faganp@tcnj.edu: It's Scott Smith 199 00:27:15.490 --> 00:27:17.180 Kendra Strode: Smith. Excellent! 200 00:27:17.560 --> 00:27:20.509 Kendra Strode: You sound just like him. Patrick could hardly tell the difference. 201 00:27:21.760 --> 00:27:27.789 Kendra Strode: Okay, we'll make sure that we get your 2 different versions of yourself reconciled there, Scatt Smith. 202 00:27:28.450 --> 00:27:35.820 Kendra Strode: and here we go when I enter that person's name and search. These are the active tickets that Scatch Smith has put into the system. 203 00:27:37.310 --> 00:27:45.519 Kendra Strode: There are a couple of things that I want to let you know. You can scroll down, and you can see that there are a lot of different things that you can filter by. 204 00:27:45.940 --> 00:27:57.879 Kendra Strode: You can poke, you can prod. You can see what these different fields do. But as you scroll down, maybe I want to say I just want to see the tickets that Scott sent in today. 205 00:27:58.990 --> 00:28:02.010 so I could come down here and created. 206 00:28:02.050 --> 00:28:15.860 Kendra Strode: I could say, only tickets created from today onward. You have to scroll back up to the top to click, apply. and that cleared that out so that we don't see any of those tickets, and we'll take a look and see why that happened. 207 00:28:16.820 --> 00:28:21.330 Kendra Strode: So the other thing to note is this, will search 208 00:28:21.360 --> 00:28:23.689 Kendra Strode: currently by active tickets. 209 00:28:23.850 --> 00:28:29.259 Kendra Strode: And so maybe Scott's on the phone. He says, no, no, no! I called about something last week. 210 00:28:29.360 --> 00:28:34.430 Kendra Strode: You can add these other statuses in and hit search. 211 00:28:35.790 --> 00:28:37.850 Kendra Strode: And what did we do? 212 00:28:37.870 --> 00:28:47.890 Kendra Strode: If ever your filters, giving you trouble. Click the word tickets again on the left. That resets your search. We'll come on over here and do Scott Smith. 213 00:28:49.750 --> 00:28:51.750 Kendra Strode: I'm going to select all 214 00:28:51.830 --> 00:29:01.900 Kendra Strode: and hit, apply. And here we go. Now we see 5 tickets, and some of these are canceled. Some of these are closed, some of these are new. So the filter is your friend. 215 00:29:02.150 --> 00:29:06.870 Kendra Strode: This allows you to get much more granular in how you're searching for information. 216 00:29:07.900 --> 00:29:14.840 Kendra Strode: In addition to being able to search a ticket, name, ticket, id or word in the search boxes. 217 00:29:15.940 --> 00:29:28.829 Kendra Strode: So what I want everybody to do is find the ticket that you created if you can. So if you can find that particular ticket in Tdx. if not. you can click tickets and 218 00:29:28.930 --> 00:29:35.810 Kendra Strode: just go ahead and open up one of these sample tickets. You can open up a ticket by clicking its name 219 00:29:35.820 --> 00:29:40.340 Kendra Strode: or its Id, either of those, the title or the Id will open up the ticket. 220 00:29:44.820 --> 00:29:45.670 Kendra Strode: Okay. 221 00:29:46.680 --> 00:29:54.069 Kendra Strode: so I just want to make sure that everybody has a ticket open. So if you can give me a thumbs up once you've got a ticket open. 222 00:29:54.660 --> 00:30:01.180 Padraig faganp@tcnj.edu: is it. Is it normal, Canada, that I will see my tickets, both it and maintenance on the same page? 223 00:30:02.090 --> 00:30:12.329 Kendra Strode: you might see those on some pages. It would be a little unusual to see them both on this page, and so we can take a look like if you're in 224 00:30:12.410 --> 00:30:16.100 Kendra Strode: the facilities ticketing application here in Td. Next. 225 00:30:16.190 --> 00:30:28.869 Kendra Strode: it should just show the facilities. Tickets. No, this is just me as a as a request to go into the homepage and go into my ticket on that client portal. Yes, yep, exactly. Because when you think about it. 226 00:30:28.960 --> 00:30:32.610 Kendra Strode: if somebody needs help with their computer, somebody needs help with their 227 00:30:32.640 --> 00:30:35.050 Kendra Strode: doorknob right? They can't get into their office. 228 00:30:35.440 --> 00:30:42.199 Kendra Strode: One of the whole points of having a a single place where you can see your tickets. Is that like I just I know I need help. 229 00:30:42.510 --> 00:30:51.880 And so yes, in the client portal you'll see the tickets together. But within Td. Next you should just see the facilities. Tickets. Good question. 230 00:30:53.410 --> 00:30:54.170 Kendra Strode: Okay? 231 00:30:54.490 --> 00:31:02.190 I think I missed a folks gave me a thumbs up for a ticket being open. But I'm gonna go ahead and go forward, because what I want to do is I want to give you a tour of a ticket 232 00:31:02.840 --> 00:31:09.349 Kendra Strode: so kind of working our way from the top down. What I want to do is explain the information that we see on a ticket. 233 00:31:09.570 --> 00:31:18.609 Kendra Strode: After we've done that, then I'm going to talk a little bit about more about how you interact with the ticket. But first things first, I just want you to have your bearings. 234 00:31:19.030 --> 00:31:21.300 Kendra Strode: So the first thing is the title of the ticket. 235 00:31:21.670 --> 00:31:25.710 Kendra Strode: The title is always what shows up in the big font right up here at the top. 236 00:31:26.090 --> 00:31:34.570 Kendra Strode: and so, you know, we gotta help Patrick out. He's got a people missing from his door, and we won't. We don't want that. You gotta check and see who's outside before you open the door. Safety first 237 00:31:35.690 --> 00:31:48.880 Kendra Strode: in the top right hand corner you'll see the current status of the ticket. So right now, this ticket is new. Ticket statuses are important in team dynamics. They help make sure we know where the ticket is in its lifetime 238 00:31:49.100 --> 00:31:55.459 Kendra Strode: and new means. Nobody in facilities has done anything with this yet. Okay, great that makes sense. It's brand new. 239 00:31:56.910 --> 00:32:07.440 Kendra Strode: Underneath the title you may see different words here, service, request, or incident. You don't have to worry too terribly much about that. I think we got everything set up as a service request. 240 00:32:07.640 --> 00:32:20.380 Kendra Strode: But what's really nice here is the ticket number. and this is long. It's an 8 digit number. but if you hover over it you'll see that clicking on this number will actually copy it. 241 00:32:20.690 --> 00:32:33.759 Kendra Strode: And so, if somebody's like, Oh, hey, what's the ticket number rather than having to type 2, 3, 1, 0. Okay. Looking back where was it? You can just click here, copy. And you know, if I go into chat and hit paste boom. 242 00:32:34.030 --> 00:32:40.500 Kendra Strode: that's how quick and easy it is to get a ticket number. So that's really handy. You can click the number to automatically copy it 243 00:32:41.290 --> 00:32:45.769 Padraig faganp@tcnj.edu: while you're on the page or Canada. So I just let them, you know. 244 00:32:46.460 --> 00:32:54.060 Padraig faganp@tcnj.edu: I think this information was pulled from, which is probably about 7 years behind. So if any of you do see on your 245 00:32:54.740 --> 00:33:05.929 Padraig faganp@tcnj.edu: on your profile, when you put it up, as you see my name there it still has me listed as a carpenter. It's very simple to change that, but you just click on your name and edit your profile. So if anyone comes up, I'm assuming that this is 7 years old now 246 00:33:06.300 --> 00:33:09.579 Padraig faganp@tcnj.edu: 8 years old is going to be that for a lot of people. So I think. 247 00:33:09.760 --> 00:33:18.370 Padraig faganp@tcnj.edu: rather than Scott and Mike are getting a hundred emails or calls about it. When you just click in your name. It does say, my profile. You can edit your profile. 248 00:33:19.530 --> 00:33:24.520 Kendra Strode: and if not, that's something that we can talk about adjusting. So all right. 249 00:33:25.450 --> 00:33:31.110 Kendra Strode: working from the top down. And that's really great to to kind of capture some of that stuff, so that folks. 250 00:33:31.240 --> 00:33:40.819 Padraig faganp@tcnj.edu: I think you probably make a great carpenter, Patrick, but probably what the the credit that goes along with your current role, and everybody else is the same. 251 00:33:40.840 --> 00:33:48.739 Kendra Strode: Yeah, there you go. So the next thing you'll notice here is this little person person icon with a number next to it. 252 00:33:49.020 --> 00:33:55.349 Kendra Strode: This lets you know if anybody else is looking at or editing the ticket, and this can be really helpful. 253 00:33:55.400 --> 00:34:12.839 Kendra Strode: It doesn't like pop up. It doesn't chime at you if that happens. And so it's just something to kind of keep an eye on. But if you first opened a ticket, and you're like, wait a minute. I see that somebody else is in there. I could say if I needed to. I could say, Oh, hey, Brittany, I'm working on this ticket. Would you mind closing out of it until I'm done? 254 00:34:12.989 --> 00:34:17.570 Because if Britney is working on edits and I'm working on edits, and we both hit, save 255 00:34:17.810 --> 00:34:29.739 Kendra Strode: whoever hit save last wins so you could end up in an epic duel if you wanted to. But the other thing would be just a quick holler out to say, Hey, I'm I'm working on this ticket. If you'll if you'll take a step back 256 00:34:31.469 --> 00:34:38.529 Kendra Strode: as we continue down. You'll see these different tabs across the ticket, and we won't spend a lot of time in these. 257 00:34:39.050 --> 00:34:41.669 Kendra Strode: General is where you're going to be most of the time. 258 00:34:41.790 --> 00:34:46.609 Kendra Strode: But I do want to draw your attention to 2 tabs people 259 00:34:46.830 --> 00:34:52.670 Kendra Strode: and assets. So if everybody would go ahead and click on the people, tab of your ticket. 260 00:34:55.290 --> 00:35:03.720 Kendra Strode: and this is where you can add additional people who need to be affiliated with the ticket. So in the example that I mentioned earlier. 261 00:35:04.000 --> 00:35:23.119 Kendra Strode: where you potentially have sort of a a faculty member or an administrator who is also working with somebody in their front office on a ticket. You may want both of their names associated with the ticket so that they can both help update this. So in this example, we'll go ahead and pick on our friend Scott Smith. 262 00:35:24.940 --> 00:35:30.749 Kendra Strode: because, I may say you know what I know that Scott is. Gonna help with some of the information on this ticket for Patrick. So 263 00:35:31.410 --> 00:35:37.340 Kendra Strode: one of the important things to know is, Tdx will send emails to people. 264 00:35:37.530 --> 00:35:53.810 Kendra Strode: So as we go through the exercises today, please choose the names of somebody who is actively in training today. but you can go ahead and identify another contact. And I'd like everybody to just add a contact to their ticket. So you type in a name and click, add. 265 00:35:54.080 --> 00:35:58.600 Kendra Strode: and then you should see a little card show up with Scott's contact information. 266 00:36:00.480 --> 00:36:07.129 Kendra Strode: So that's the people tab. You can add individuals here who might need to be affiliated with the ticket. 267 00:36:08.590 --> 00:36:10.779 Kendra Strode: I'm going to go ahead and move forward 268 00:36:11.710 --> 00:36:14.180 Kendra Strode: to the assets, Tab, and 269 00:36:14.370 --> 00:36:24.099 Kendra Strode: this is one of the areas where there's a little bit of a work in progress. Scott and Michael and I are still working on making sure that all of the facilities assets are in team dynamics. 270 00:36:24.990 --> 00:36:34.059 Kendra Strode: But if we were doing something along the lines of you know, if this were something more about a generator, for example. 271 00:36:36.090 --> 00:36:54.119 Kendra Strode: you should be able to find and look for assets and associate those with the ticket. And so it turns out that the people that's missing from the door is actually a symptom of the wolf generator being broken. You'll have to use your imagination because I know that doesn't make any sense. But we're going to add that asset to the ticket. And voila! 272 00:36:54.320 --> 00:37:06.909 Kendra Strode: Now there is one asset associated with the ticket. You do not need to worry about doing that right now. But I wanted you to know about this tab, because if you see that there are assets associated with a ticket. 273 00:37:07.520 --> 00:37:11.970 Kendra Strode: you can actually click here and click on this generator Id. 274 00:37:12.250 --> 00:37:19.690 Kendra Strode: and you can see all of the details about that. You can see that it's an own in W. A series generator. You can see that it's in Wolf Hall. 275 00:37:20.260 --> 00:37:27.240 Kendra Strode: As we scroll down you can see that it's in the basement. It's a 400 Amp. 208 volt. unit. 276 00:37:27.690 --> 00:37:35.600 Kendra Strode: You know all of this information. We tried to pull in the the details that would be useful for you when you're working on a an asset in the field. 277 00:37:35.700 --> 00:37:53.949 Kendra Strode: So you don't have to worry about adding an asset right now. But that's where that information gets linked with the work orders with the tickets, and that's how you can see it. So these I'm sorry to interrupt you if we don't have that ability to add any assets like seemingly there's none there on my screen. 278 00:37:53.990 --> 00:37:55.770 Amanda Radosti: Who should I tell 279 00:37:55.780 --> 00:38:01.290 Amanda Radosti: Michael and Scott they win the prize of getting to know all of your problems with Tdx right now. 280 00:38:01.490 --> 00:38:02.870 Amanda Radosti: Okay, Yup. 281 00:38:02.900 --> 00:38:04.570 Kendra Strode: absolutely. 282 00:38:04.830 --> 00:38:16.770 Kendra Strode: absolutely. So. Good question. Thank you for raising that. And if anybody else is experiencing that, maybe just jot down a list of any of the questions or hurdles that you run into today. And then we can gather those at the end of the session. 283 00:38:17.910 --> 00:38:28.730 Kendra Strode: Okay? So those are the the tabs. Those are the different kind of buckets of information. Then we have our toolbar. And we're going to talk about these actions later. So pause on that. 284 00:38:28.970 --> 00:38:31.089 Next we have the details of the ticket. 285 00:38:31.130 --> 00:38:38.360 Kendra Strode: and as we're looking at this ticket, the first thing that I want to let you know is you will get used to how the information is laid out. 286 00:38:38.820 --> 00:38:41.810 Kendra Strode: I remember the very first time that I was looking at tickets. I was like. 287 00:38:41.870 --> 00:38:58.110 Kendra Strode: that's just kind of a long list. And I don't know where the information that I need typically is. Well, I've looked at a few tickets in my day, and immediately I know where the location information is. It's usually just a little bit down on the screen. So Wolf Hall room 1,003. Boom. 288 00:38:58.680 --> 00:39:03.220 Oh, this is a ticket coming in from the Facilities Operation Department. Okay, that makes sense. 289 00:39:04.140 --> 00:39:15.090 Kendra Strode: As we scroll down. you can see some of the other details about when the ticket was created. So a little bit about how old it is. this is 0 h old. So we've got a tiny little baby ticket. 290 00:39:16.000 --> 00:39:24.850 We can see that the control center kind of reviews and is probably listed as the reviewer for most of your tickets. But right now we can see that responsibility is unassigned. 291 00:39:25.300 --> 00:39:45.410 Kendra Strode: And so this is one of the things that we're going to show about how to take action on a ticket. But don't worry. The control center of the the main office team. They are going to help with the initial routing and assignment of tickets to team leads and the individual teams. So you don't have to worry about this not being assigned. Things should come to you. 292 00:39:46.510 --> 00:39:59.879 Kendra Strode: You have to worry about hours. That's not something that we're worry about just yet. That'll come in a little bit later. But then here's where, if I had picked a particular construction service, I'd see the name since I didn't. Now I've selected other. Okay, we're good to go. 293 00:40:00.370 --> 00:40:07.790 Kendra Strode: So the details. Any custom attributes that are part of this particular ticket. They'll show up here. 294 00:40:08.570 --> 00:40:13.600 Kendra Strode: and then at the very bottom, we have our feed. and this is a 295 00:40:13.780 --> 00:40:18.540 Kendra Strode: running record of all of the things that have happened to this ticket. And now 296 00:40:18.640 --> 00:40:20.000 Kendra Strode: you'll remember 297 00:40:20.580 --> 00:40:25.480 Kendra Strode: that when we looked at the ticket in the client portal the feed said it was empty. Right? 298 00:40:26.610 --> 00:40:41.339 Kendra Strode: That's because these 2 entries which exist. You know, this is a contact. These these are private feed entries. They don't show up in the client portal. They do show up to technicians. So public private is client portal visibility. 299 00:40:43.220 --> 00:40:49.899 Kendra Strode: Okay, classification number status. I'm making sure that I've covered all of the topics that I wanted to 300 00:40:50.250 --> 00:40:52.349 Padraig faganp@tcnj.edu: Kendra. Sorry 301 00:40:53.480 --> 00:40:55.210 Padraig faganp@tcnj.edu: trying to add people here. 302 00:40:55.540 --> 00:40:56.270 Kendra Strode: Okay 303 00:40:57.390 --> 00:41:03.719 Padraig faganp@tcnj.edu: is at this stage, and maybe it's more of a question for a as Scott and and 304 00:41:04.180 --> 00:41:06.319 Padraig faganp@tcnj.edu: Michael is everybody in the system 305 00:41:06.630 --> 00:41:07.560 Kendra Strode: they should be. 306 00:41:10.040 --> 00:41:11.309 Michael Kuhn: Yes, this should. 307 00:41:13.650 --> 00:41:19.610 Michael Kuhn: I was, gonna say, did you hit? I didn't even see, did you hit the search? 308 00:41:19.760 --> 00:41:21.349 Michael Kuhn: The magnifying glass. 309 00:41:24.470 --> 00:41:32.469 Michael Kuhn: Yeah, yeah. Sometimes you can type it here. You might not find it. So if you click the magn magnifying glass, then search for your name. 310 00:41:34.290 --> 00:41:36.679 Padraig faganp@tcnj.edu: No, it doesn't reject us. Let me see. 311 00:41:37.070 --> 00:41:39.200 Kendra Strode: is it not showing you people's names? Patrick? 312 00:41:39.440 --> 00:41:40.230 Padraig faganp@tcnj.edu: No. 313 00:41:40.420 --> 00:41:43.929 Kendra Strode: okay, we will double check that access as well. 314 00:41:44.100 --> 00:41:57.100 Padraig faganp@tcnj.edu: Is anybody else having that if I type in Crystal Kristen for Kristen Breck and and hit the search window, I have to search through one out of 2,070 people. Now to find our 315 00:41:59.940 --> 00:42:06.250 Padraig faganp@tcnj.edu: should come up with a quick time. I I try. That's right. 316 00:42:07.450 --> 00:42:22.859 Kendra Strode: correct. I don't necessarily know how that spelled. If you know, somebody's email address that also helps But this does include everybody in the system, because everybody could be asking for assistance. what is? How do you spell Kristen's last name? 317 00:42:35.500 --> 00:42:36.870 Kendra Strode: We can come back to that. 318 00:42:37.540 --> 00:42:49.260 Kendra Strode: We'll take a look at narrowing that down. But the the goal is, you do need everybody in the system to be available here. But email addresses can help. So if I were to try. 319 00:42:49.280 --> 00:42:50.620 Kendra Strode: let's see. 320 00:42:55.900 --> 00:43:17.300 Kendra Strode: So if I type Michael's email handle, you'll see that it narrows down the list. Michael has several test accounts in here, so they are all coming up, but that will also work, and so if you are doing things and assigning them to individuals in the list is still long, because somebody has a particularly common name being able to search by email is also helpful. 321 00:43:19.230 --> 00:43:33.890 Kendra Strode: Okay, there are just a couple of other things that I wanted to cover here, namely, this requester card. As Patrick was saying, this information is so sourced from sort of a central location, but it may not have been updated recently, but 322 00:43:33.950 --> 00:43:41.900 Kendra Strode: Patrick was able to get in here and make the updates necessary to show the critical information. And this gives you the phone number, the email address. 323 00:43:42.090 --> 00:43:55.820 Kendra Strode: If Tc. And J. Stores the office location for somebody. That information would show up here. That's not shown here because that's not stored. But that's sort of the basic information about a user record. 324 00:43:56.360 --> 00:44:01.539 Kendra Strode: And then, if there were any attachments, so if somebody had submitted a photo of this issue, you'd be able to see them here. 325 00:44:01.960 --> 00:44:07.690 Kendra Strode: Let me see if I can provide a quick example to add for that. 326 00:44:18.870 --> 00:44:40.109 Kendra Strode: yeah. Searching for people's names is always a little bit tricky, because sometimes what they go by and how they're entered in the system don't match. And so there have absolutely been times when I've hopped over to outlook to figure out what somebody's email addresses and looked them up that way. that does get 327 00:44:41.250 --> 00:44:43.360 Padraig faganp@tcnj.edu: for 328 00:44:45.020 --> 00:44:58.930 Kendra Strode: like a a little bit more straightforward over time, as you kind of get a sense how the system searches, how to search via email address or via unique last names or those sorts of items. 329 00:45:00.620 --> 00:45:12.599 Padraig faganp@tcnj.edu: I don't know if you're here and anything didn't send that. But yeah, Michael was up here with us. He's come back down. And now. But but we're finding it all. We're seeing the students in the system. We're not fine on any of our stuff, because 330 00:45:12.680 --> 00:45:17.080 Kendra Strode: that's interesting, because that would be a potential problem for 331 00:45:17.530 --> 00:45:25.019 Padraig faganp@tcnj.edu: some of the central information. So yeah, Michael Scott will take a look and make sure that we get that sorted out and cleaned up. 332 00:45:30.630 --> 00:45:33.960 Michael Kuhn: Okay? So 333 00:45:37.760 --> 00:45:46.929 Kendra Strode: in the short term. If you need an example of somebody to add to the ticket, you can use Scott, Michael, any of those example people. 334 00:45:47.970 --> 00:45:48.930 Kendra Strode: all right. 335 00:45:50.310 --> 00:45:52.649 Kendra Strode: So we've got the attachments area here. 336 00:45:52.670 --> 00:46:01.400 Michael Kuhn: So if there were an attachment associated with this ticket. 337 00:46:06.630 --> 00:46:09.099 Padraig faganp@tcnj.edu: so, Kendra, I I guess quick! Question 338 00:46:09.640 --> 00:46:26.779 Kendra Strode: her. Maintains the loads. Get into this with the that's going to be done through central it. And so this is something that we should probably take note of and follow up with after we will be able to get this sorted out but we may need to loop the It team in just to make sure that all of these accounts are correctly affiliated with this environment. 339 00:46:27.290 --> 00:46:29.680 Padraig faganp@tcnj.edu: Okay, so it's probably more Bobby 340 00:46:30.610 --> 00:46:33.059 Padraig faganp@tcnj.edu: on a core Mike. 341 00:46:33.310 --> 00:46:37.349 Kendra Strode: potentially, I'll take a look at it with Michael and Scott. 342 00:46:37.560 --> 00:46:45.730 Kendra Strode: after this, just to make sure that there is nothing else that we need to do. But we will take note of this and make sure that by the time we're going live we got the people in the system that we need. 343 00:46:47.950 --> 00:46:51.129 Kendra Strode: You should be able to see your names in each other's names. 344 00:46:53.140 --> 00:47:08.649 Padraig faganp@tcnj.edu: So if not, that's another more specific thing that we're going to want to take a look at. I wasn't finding Chris. Chrissy Kristen. Bra, yeah, I was. I, sh, yeah, I I like levers. Not here. Yeah, the it's full of students. It's not all of us. It's all students. 345 00:47:10.130 --> 00:47:18.730 Kendra Strode: Alrighty. We'll take a look. In the meantime, if you want to add a particular individual, you can add Scott, you can add me. 346 00:47:19.090 --> 00:47:29.149 Kendra Strode: my name is Kendra. And actually, if you do. Let's see how many strodes are there in the system. Just the one If you search, Kendra strode, you can add me as an example. 347 00:47:29.460 --> 00:47:55.649 Padraig faganp@tcnj.edu: If you just want to have somebody in here that we can reference. So for today, just we can kind of keep on moving. We'll do that, and then we'll make sure that we get that sorted out and up and running. I'm Michael, just to put a note about whenever you were trying to figure this out, too, when you go on search on the students like. There's just 2,057 on the full list there, and we should be close to 4 times with students. So I also don't know why that number is so low. But in all the students. So that also doesn't make sense. Just as an fyi. 348 00:47:55.790 --> 00:47:56.570 Kendra Strode: Okay. 349 00:47:57.640 --> 00:48:04.299 Padraig faganp@tcnj.edu: yeah. I see that, Patrick. Thank you. 350 00:48:04.310 --> 00:48:05.740 Padraig faganp@tcnj.edu: The numbers in parallel. 351 00:48:05.990 --> 00:48:06.690 Kendra Strode: Okay. 352 00:48:11.030 --> 00:48:21.570 Kendra Strode: all right. We will come back and take a look at attachments in just a moment. But that is sort of the basic summary of the information. 353 00:48:22.100 --> 00:48:33.840 Kendra Strode: In terms of these blocks over here on the right. we'll take a look at an example of a preventative maintenance ticket. You may see some items over here that have tasks associated with them. 354 00:48:34.070 --> 00:48:51.609 Kendra Strode: and those will show up as other blocks, like workflows or current activities. And so this side this column of the ticket is dynamic. And it's going to show you items that are associated with this ticket over time that are related to current activities that are happened on that ticket. 355 00:48:52.490 --> 00:48:57.140 Kendra Strode: So that's sort of a high level overview of what you see within an individual ticket. 356 00:48:57.960 --> 00:49:05.469 Kendra Strode: Are we ready to kind of move forward to updating a ticket, adding notes, how to do reassigning that sort of work. 357 00:49:08.350 --> 00:49:10.949 Kendra Strode: Okay, got a thumbs up from Ryan. Love it. 358 00:49:20.420 --> 00:49:21.450 Kendra Strode: Party 359 00:49:21.610 --> 00:49:24.610 Kendra Strode: party reaction from the conference room. It's good. 360 00:49:24.990 --> 00:49:27.870 Kendra Strode: That's good sign. All righty. Okay? 361 00:49:29.090 --> 00:49:32.420 Kendra Strode: So when you are working on a ticket or a work order. 362 00:49:32.840 --> 00:49:36.649 Kendra Strode: There are a few different ways that you can interact and up update it. 363 00:49:36.850 --> 00:49:47.820 Kendra Strode: If you come to the actions. Menu here. The very first item on your list will say, Update, now, you may look at your ticket and say, I don't see all of those options. You're welcome 364 00:49:47.880 --> 00:50:01.839 Kendra Strode: a lot of these options. I can see again, because I am a global administrator. And so I can take all of the actions on a ticket. You're only going to see the select number of actions that you are able to take and update is the one that I use 365 00:50:01.960 --> 00:50:05.680 Kendra Strode: all the time. So go ahead and click actions update. 366 00:50:06.940 --> 00:50:13.359 Kendra Strode: And there are a few things to know when you're updating the ticket. The first is at the very top of the screen. You've got the status field. 367 00:50:13.420 --> 00:50:19.929 Kendra Strode: And so if you get a ticket and you're working on it, you're absolutely going to want to make sure that that status says in process. 368 00:50:20.210 --> 00:50:32.150 You'll notice a couple of other statuses here, and we'll get around to some of the specifics of resolved close and on hold as we go. But for right now we can all set our tickets to in process. 369 00:50:32.880 --> 00:50:33.830 Kendra Strode: and 370 00:50:33.970 --> 00:50:40.199 Kendra Strode: as we scroll down you can at the moment ignore this yellow box. We're going to be dealing with time entry later. 371 00:50:41.130 --> 00:50:42.790 Kendra Strode: But as we come down here 372 00:50:43.300 --> 00:50:48.989 Kendra Strode: you have this comments area and by default. The way that the system is currently set up. 373 00:50:49.080 --> 00:51:01.180 Kendra Strode: These comments are private. So these are just gonna be internal notes that you can send to you to your other team members, especially once we get all of those permissions sorted out. And so I could say, I think 374 00:51:01.440 --> 00:51:02.960 Kendra Strode: Patrick 375 00:51:03.240 --> 00:51:05.550 Kendra Strode: is using the door 376 00:51:06.310 --> 00:51:11.480 Kendra Strode: wrong. There's definitely a people. 377 00:51:11.790 --> 00:51:21.050 Kendra Strode: and that may be something that I wouldn't want to send directly to the client. But I may need to just double check with another technician or we're gonna 378 00:51:21.270 --> 00:51:27.460 Kendra Strode: to use peep whole model 1, 2, 3 for this job. 379 00:51:28.120 --> 00:51:36.220 Kendra Strode: Technical information that clients don't need to see. You can put in here and have private. But flip side. If you wanted to say, Hey, Patrick. 380 00:51:36.950 --> 00:51:42.560 Kendra Strode: we'll stop by to do this install on Thursday. 381 00:51:43.180 --> 00:51:46.060 Kendra Strode: Let us know if that works. 382 00:51:46.230 --> 00:51:46.890 So 383 00:51:48.060 --> 00:51:50.630 Kendra Strode: if you want to share a note with clients. 384 00:51:51.170 --> 00:51:54.439 Kendra Strode: you can first of all uncheck this box. Now 385 00:51:54.660 --> 00:52:03.539 Kendra Strode: you may remember that, public or private only has to do with whether or not this note is shown in the client portal. 386 00:52:03.640 --> 00:52:06.820 Kendra Strode: So I want to show you something nifty, and by nifty. I mean tricky 387 00:52:07.330 --> 00:52:11.810 Kendra Strode: if you don't uncheck this box and we add somebody's name down here. 388 00:52:12.670 --> 00:52:20.490 Kendra Strode: I want to add somebody who's not a a technician. So I'm gonna just quickly pick a random name 389 00:52:20.910 --> 00:52:22.079 Kendra Strode: from this list. 390 00:52:22.540 --> 00:52:24.910 Okay, if we leave this box checked 391 00:52:24.960 --> 00:52:30.560 Kendra Strode: and we go to notify our clients, you'll get this reminder that says, Wait a minute. 392 00:52:31.690 --> 00:52:42.500 Kendra Strode: You have somebody in this notify Field. And yet you say this comment should be private. Do you really want to send the notification, because here's something important. 393 00:52:42.720 --> 00:52:46.670 Kendra Strode: even if this box is checked that has 394 00:52:46.710 --> 00:52:59.050 Kendra Strode: no correlation to whether or not an email is sent. If there are any names in these notification fields, they will get an email with this content. 395 00:52:59.800 --> 00:53:01.880 So that's why, by default. 396 00:53:02.390 --> 00:53:21.739 Kendra Strode: there aren't any names down here that way. You can make sure that if you've written something that maybe you don't want to send directly to Patrick, you don't accidentally send the message instead. But it this one I do. I want this to be visible in the feed because of Patrick signs into the portal. I want him to see this comment, and I do want him to get a notification. 397 00:53:22.580 --> 00:53:36.469 Kendra Strode: This notify box includes people who are already associated with the ticket, and so that people tab that we looked at earlier. Here's why that's handy. That means that Scott is already on this list, and so I can just update both of them right here 398 00:53:36.760 --> 00:53:49.790 Kendra Strode: and that way Scott could be like. Oh, no, but no, we've got something Thursday. We're gonna have to reschedule for next Tuesday or something along those lines. You'll also notice that the control center is in here, and it lets you know that they are the reviewing group. 399 00:53:50.050 --> 00:54:07.080 If this ticket gets assigned to the plumbing team, you'll see the plumbing group as part of here. So people who have been officially affiliated with the ticket show up here. But you may need to send an ad hoc notification to somebody. Maybe Michael is also going to be part of this. He's going to shadow your install. 400 00:54:07.120 --> 00:54:16.599 Kendra Strode: and so you can add other people who aren't on this list in the type ahead. And so you could add me if you were looking to add an example. 401 00:54:18.230 --> 00:54:24.739 Kendra Strode: And this very real email address test test test test would definitely get that email. 402 00:54:25.450 --> 00:54:30.339 Kendra Strode: So you can add other people at team Tc, and J in here. 403 00:54:30.700 --> 00:54:33.820 Or if you ever need to message a vendor? 404 00:54:33.900 --> 00:54:47.960 Kendra Strode: Let's say that this is, you know. door vendor at vendors are Uscom. You can even message people who are outside of the Tc and J environment. 405 00:54:48.350 --> 00:54:54.689 Kendra Strode: And so these notify fields allow you to really make sure you're sending this message to the right people at the right time. 406 00:54:55.850 --> 00:54:58.130 Kendra Strode: Okay, so that's public versus private 407 00:54:58.250 --> 00:55:03.260 Kendra Strode: that determines whether or not this shows on the feed and notify is who gets the email. Yes, Patrick, what's up? 408 00:55:03.300 --> 00:55:12.749 Padraig faganp@tcnj.edu: Sorry. So if we like, if Kristy was to include, let's say, her window standard of fixed, broken windows 409 00:55:12.870 --> 00:55:19.140 Padraig faganp@tcnj.edu: on this email. Them not haven't team dynamics. But that just come in an email. Will they get the whole ticket information? 410 00:55:19.700 --> 00:55:25.310 Kendra Strode: they would just get the notes for that update. So they would get this email, and if they hit reply. 411 00:55:25.400 --> 00:55:32.550 Kendra Strode: their response would come in and update the ticket. But they wouldn't be able to sign into the Tc. And J. Portal and see 412 00:55:32.920 --> 00:55:45.599 Kendra Strode: people's names, for example. So they would get this detail. And so you know, maybe you said, then please let us know when the part will come in 413 00:55:45.620 --> 00:55:54.010 Kendra Strode: and they'd get an email with this content to their email address. And they'd be able to reply and say, it's going to come in on Thursday. 414 00:55:55.710 --> 00:56:00.010 Padraig faganp@tcnj.edu: Okay, that's good. Well, at least the work code or reference number be attached to the email. 415 00:56:00.020 --> 00:56:01.269 Kendra Strode: It certainly can. 416 00:56:01.700 --> 00:56:05.170 Padraig faganp@tcnj.edu: I could be good for that that way. At least it didn't respond to, because, hey. 417 00:56:05.350 --> 00:56:08.210 Padraig faganp@tcnj.edu: the garden work order? 418 00:56:08.400 --> 00:56:22.469 Kendra Strode: Yep, absolutely. Absolutely. So. Yeah, I know that external vendors are a big part of how a lot of you all end up getting some of your work done. And so that other email addresses can be really handy to loop folks in on a particular work order that you're partnering on a vendor with. 419 00:56:23.370 --> 00:56:24.109 Kendra Strode: All right. 420 00:56:24.490 --> 00:56:38.300 Padraig faganp@tcnj.edu: Is there any way to make that automatic with certain Pm. Or no? No, that is one of our our current limitations. So you'd have to paste that address in each time. When that happens. 421 00:56:38.450 --> 00:56:56.460 Kendra Strode: I'm going to show you how to edit the ticket. I put that email address in the ticket information. We could find some other ways to store that information if needed. So there could be some options that we could pursue that would make that a little bit easier to configure. But right now, if you just have an external email address, you'd have to copy that in each time. 422 00:56:57.110 --> 00:56:57.910 Padraig faganp@tcnj.edu: Okay. 423 00:56:58.500 --> 00:57:03.160 good question these other attributes at the bottom, for right now we're going to ignore. 424 00:57:03.530 --> 00:57:21.299 Kendra Strode: and what I'd love for folks to do. And I actually see that we've got a couple of other fit folks. So Scott is in here. Brittany is updating Brittany. I want to let you hit save first. So go ahead and finish any adjustments that you'd like to do and hit, save, and I should see this go from yellow 425 00:57:21.400 --> 00:57:24.049 Kendra Strode: to once you close that out, back to blue. 426 00:57:24.210 --> 00:57:29.519 But for everybody else, go ahead and save and post your update, and emails will go 427 00:57:29.530 --> 00:57:33.899 Kendra Strode: to the people that are in these notify fields. And so 428 00:57:34.940 --> 00:57:43.749 Kendra Strode: I apologize in advance to everybody for any email deluge that you have as a result of this training. At least you get an easy easy when knocking those out. 429 00:57:46.130 --> 00:57:47.060 Kendra Strode: Okay? 430 00:57:49.380 --> 00:57:54.119 Kendra Strode: And I saw that Scott bounced out. So we should be able to see that save 431 00:57:56.450 --> 00:58:00.300 Kendra Strode: I'm gonna go ahead and hit save. 432 00:58:00.810 --> 00:58:06.919 Kendra Strode: Oh, now we've got 2 people in here. Patrick is back creeping on our ticket, Patrick. I see you. Okay. 433 00:58:07.320 --> 00:58:13.049 Kendra Strode: I'm gonna go ahead and hit save Brittany. I may accidentally Aha! There you're done. Okay hitting, save. 434 00:58:14.250 --> 00:58:16.690 Kendra Strode: So once I did that. 435 00:58:17.080 --> 00:58:24.850 Kendra Strode: the first thing I want to draw your attention to is in the top right? The status of this ticket changed in process because I changed that with my update. 436 00:58:25.320 --> 00:58:32.490 The other thing that I want to show, and I'll click this little refresh button just to make sure that everything is up to date is now, when I scroll down. 437 00:58:33.190 --> 00:58:35.660 Kendra Strode: I can see on the feed 438 00:58:35.860 --> 00:58:41.840 Kendra Strode: the record of that entry. Here is the exact note that I sent, and here are all of the people who received it. 439 00:58:42.290 --> 00:58:53.090 Kendra Strode: and so sometimes people will be like, oh, I never got that message, and you're like, well, I know it's sent. I can tell you all pretty confidently, and working at 2 different institutions, and supporting now hundreds of others. 440 00:58:54.330 --> 00:58:57.199 Kendra Strode: If Tdx has said, the message has sent. 441 00:58:57.490 --> 00:59:20.630 Kendra Strode: the message has sent, there have been occasional instances. One happened to Tc. And J. Just a couple of months ago, where we had to do a quick fix, but we were able to see that. Actually, yes, systemically, that wasn't working. So if somebody's like, I didn't get the message, I often say, have you checked your junk folder every once in all these messages will go into chunk junk. But you can see this changed from you and process. You can see that I made the change. 442 00:59:22.340 --> 00:59:24.600 Kendra Strode: If for some reason 443 00:59:24.830 --> 00:59:29.440 Kendra Strode: this I was like oh, oh, I don't need that to show in the client portal. 444 00:59:29.920 --> 00:59:34.790 Kendra Strode: If you click more underneath a feed entry, you can market as private. 445 00:59:35.850 --> 00:59:42.510 Kendra Strode: So that's one option that you can do. You can switch an entry between public and private. That won't UN send an email 446 00:59:43.100 --> 00:59:51.680 Kendra Strode: if the email went to Michael, Michael got this email but it you could take things off of the client portal so that it couldn't be seen in the future 447 00:59:52.790 --> 01:00:03.370 Kendra Strode: you may also notice some folks will have this option. Some may not. But you I I don't know if you ever have the problem where you close it. A a ticket and somebody's like. But, by the way, I have this other issue. 448 01:00:03.800 --> 01:00:06.730 Kendra Strode: you can turn comments into brand new tickets. 449 01:00:07.430 --> 01:00:14.810 Kendra Strode: The other thing that I wanted to talk about here is this comment, link here, because you'll notice we went to actions update. 450 01:00:14.890 --> 01:00:28.670 Kendra Strode: And that's how we did our first update. I do this almost all the time, because it lets me adjust the status as I go. But you could come down and comment on a message. Here's why I typically don't recommend this. 451 01:00:29.220 --> 01:00:32.390 Kendra Strode: I can't control who gets this notification. 452 01:00:33.930 --> 01:00:39.379 Kendra Strode: A comment will always honor the notification list at the top of this thread. 453 01:00:40.080 --> 01:00:42.630 Kendra Strode: Threaded comment. 454 01:00:43.320 --> 01:00:47.740 Kendra Strode: Have more email. Whoa! Ha, ha! Ha! Save! 455 01:00:49.660 --> 01:00:57.169 Kendra Strode: You'll notice it also doesn't summarize. Who received that notification. But Michael Patrick and Scott will get an email with that information. 456 01:00:58.220 --> 01:01:06.600 Kendra Strode: There's one other thing to know about team dynamics and that it's going to show the feed that has the most recent entry first. 457 01:01:07.790 --> 01:01:13.700 Kendra Strode: So if I comment down here, here is a new post. 458 01:01:15.110 --> 01:01:18.440 Kendra Strode: save and I refresh this ticket. 459 01:01:19.820 --> 01:01:23.840 Kendra Strode: Now you'll see that that whole feed moved up to the top. 460 01:01:24.580 --> 01:01:33.050 Kendra Strode: The reason I wanted to show you this is, it's one of the other reasons I like actions. Update. It always gives you a fresh start. It always puts that post at the top of the feet. 461 01:01:33.550 --> 01:01:45.249 Kendra Strode: But when you are looking at a ticketing feed, the way that I typically do it is. I look within one entry. They're always marked by this kind of colorful block at the top. I look at the last post, and I read my way up. 462 01:01:45.550 --> 01:01:49.289 Kendra Strode: Then I do the next one, and I look at the last post, and I read my way up. 463 01:01:49.710 --> 01:01:52.660 So that's just a little tip for how to navigate the feed. 464 01:01:54.060 --> 01:01:59.530 Kendra Strode: and then one last item, and to Michael, or Patrick or Scott. 465 01:01:59.980 --> 01:02:09.569 Kendra Strode: if one of you would reply to one of the messages that you received about this ticket. That'll be fantastic, because I want to show how that actually brings the reply right into the ticket. 466 01:02:10.040 --> 01:02:10.790 I want to 467 01:02:11.230 --> 01:02:14.079 Kendra Strode: pause there for a moment while I give you a chance to do that. 468 01:02:15.120 --> 01:02:26.809 Kendra Strode: Anybody have questions with, particularly this update action. changing statuses, writing a note. public or private and notification settings. 469 01:02:31.640 --> 01:02:35.009 Kendra Strode: I'm going to do time check while I. 470 01:02:35.450 --> 01:02:37.690 Kendra Strode: Okay. Good. Thank you. Thank you. 471 01:02:39.410 --> 01:02:40.090 Kendra Strode: Okay. 472 01:02:42.790 --> 01:02:46.179 Kendra Strode: to do. We'll give that a chance to come into the ticket. 473 01:02:46.570 --> 01:02:58.710 Kendra Strode: What I want to cover next while we wait to see. That is. how do you assign a ticket? So let's say you are the plumbing team. You're working on this ticket, and you need to hand it off to carpentry. First of all. 474 01:02:59.320 --> 01:03:18.200 Kendra Strode: I know that we've got a lot of team leads in the room. You are, gonna have more knowledge and expertise about who specifically might need a ticket when you need to move it on. And so for you and your team. If you need to hand something over to the carpentry team as a team, lead, go ahead and do it. But what we are recommending for right now 475 01:03:18.420 --> 01:03:32.350 Kendra Strode: is that you tell your technicians on your team that when they need to pass something along they're going to reassign it to the control center. So how do we reassign? Well, that's an action that we want to take on the tickets. We're going to come to the actions, menu. 476 01:03:32.630 --> 01:03:40.500 Kendra Strode: and you'll either say assign service request if it's not currently assigned to anybody or reassign service request. 477 01:03:40.830 --> 01:03:47.629 Kendra Strode: so it may say, assigned incident. same thing, assign or reassign. Go ahead and click that option. 478 01:03:48.650 --> 01:03:50.639 Kendra Strode: and that's going to bring up a new screen. 479 01:03:51.860 --> 01:03:59.039 Kendra Strode: And you'll see here it allows you to set the new responsibility. This can be a person. So I can say, I want to send this to Scott. 480 01:04:00.120 --> 01:04:03.589 Kendra Strode: Great type his name in select it. We're good to go. 481 01:04:04.030 --> 01:04:10.239 Kendra Strode: but what we're encouraging you to do instead is actually send this to a group. And so control center 482 01:04:10.700 --> 01:04:11.920 is a group 483 01:04:12.000 --> 01:04:19.129 Kendra Strode: we are consolidating these. So for right now, if you're doing this, go ahead and choose control center without the word work 484 01:04:20.340 --> 01:04:25.580 Kendra Strode: and we're good to go. I, either of them will work. But faculty control center. So here's that 485 01:04:26.680 --> 01:04:34.349 Kendra Strode: in the real world you can leave this box checked. That would notify all the members of the control Center that you're sending a ticket their way 486 01:04:35.110 --> 01:04:47.660 Kendra Strode: in the training world. Go ahead and uncheck this so that we don't send quite so many emails out to people. And in the comments, field, this is Key. You can say this ticket should go to carpentry 487 01:04:48.070 --> 01:04:49.020 Kendra Strode: next. 488 01:04:49.530 --> 01:05:03.480 Kendra Strode: This is a really quick way for you to let the control center team know, hey, we're done with this. This is the team that needs it next, and you then you can hit save, and I see, I think. Patrick, we got you working on this one. I'll let you go ahead and save your assignment first. 489 01:05:05.810 --> 01:05:14.399 Kendra Strode: and you can take that action and everybody else. Go ahead and Well, let's start by assigning all of our tickets over to the control center. 490 01:05:18.040 --> 01:05:21.129 Kendra Strode: Okay, I see that you're no longer editing. I'm going to hit, refresh. 491 01:05:23.530 --> 01:05:28.260 Kendra Strode: And here's something that we can see. So Patrick, actually, I think, took this action. 492 01:05:28.340 --> 01:05:32.509 Kendra Strode: this responsibility field. Now, it says Faculty control Center. 493 01:05:32.800 --> 01:05:47.959 Kendra Strode: And if I scroll down to the feed here we go. I can see that. Patrick took the action of assigning this group to the service request, and he was his cruel. He sent a email to everybody. So all of you got a fabulous email letting you know this ticket's been assigned to you. 494 01:05:48.900 --> 01:05:57.549 Kendra Strode: But that's how you can do the assignment. If I were in the control center and I could say, Okay, this needs to go to carpentry. Great. I can come in here. 495 01:05:59.110 --> 01:06:02.419 Kendra Strode: and it looks like we don't have a carpentry group yet. 496 01:06:03.170 --> 01:06:08.449 Kendra Strode: Carpentry roofing, or we need to adjust the members of that. But let's see. 497 01:06:10.670 --> 01:06:15.780 Kendra Strode: Nope, it needs to go to plumbing. Come on, Patrick, pay attention 498 01:06:16.860 --> 01:06:17.830 Kendra Strode: all right. 499 01:06:18.500 --> 01:06:29.480 Kendra Strode: So we hit, save. So that's as easy as it is to kind of help with some of the group reassignment. Now, here is one other option. So I'm gonna take this back to the control center 500 01:06:31.960 --> 01:06:33.010 Kendra Strode: reassign 501 01:06:34.190 --> 01:06:35.250 Kendra Strode: goal center. 502 01:06:36.490 --> 01:06:39.500 Kendra Strode: I'm not gonna send a notification test. 503 01:06:42.960 --> 01:06:52.340 Kendra Strode: Let's say that you need to assign this to an individual on your team. So the control center has sent a ticket over to you and plumbing or electrical. 504 01:06:52.440 --> 01:06:53.819 Kendra Strode: And you're like, Okay, great. 505 01:06:53.930 --> 01:06:58.420 Kendra Strode: I'm not going to take care of this. But my colleague Jamie is. 506 01:06:59.220 --> 01:07:02.070 Kendra Strode: you can actions reassign. 507 01:07:02.340 --> 01:07:15.530 Kendra Strode: And so team leads. This is going to be really important for you. You're going to be doing this a lot. Once a ticket is assigned to your area of responsibility. You're going to get it and give it to an individual. This is how you do that so you could. Actions reassign. 508 01:07:15.640 --> 01:07:20.549 Kendra Strode: and you name an individual who's part of that team. So I know that Scott 509 01:07:20.680 --> 01:07:27.500 Kendra Strode: is in the control center group. I'm not going to notification. Please take care of this safe. 510 01:07:29.400 --> 01:07:36.949 Kendra Strode: Once I do that, you're gonna see this nomenclature in responsibility, it shows you the group that it's assigned to you. 511 01:07:37.100 --> 01:07:58.919 Kendra Strode: But that Scott specifically is taking care of it. And this structure of assignment is really really helpful because you can maybe look at your control center reports and be like, oh, Scott's on Pto today. So instead, one of the other folks on the team is going to need to take care of this. So it's really helpful to be able to do this combination of group and individual assignment. 512 01:08:01.400 --> 01:08:13.430 Kendra Strode: So that's a little bit about assigning and reassigning. We are suggesting that your team members, if they need to pass along a ticket, they just always reassign back to a control center with a note of Who should get that next 513 01:08:13.710 --> 01:08:22.490 Kendra Strode: for you all as team leads. You're going to be reassigning to individuals who are a member of your group. Once the ticket has come out to you. 514 01:08:24.660 --> 01:08:25.910 Kendra Strode: Any questions there. 515 01:08:39.149 --> 01:08:40.020 Kendra Strode: Okay. 516 01:08:41.510 --> 01:08:48.059 Kendra Strode: the last thing that I want to show you here is just closing a ticket out. And so again, we'll do that in actions update. 517 01:08:49.090 --> 01:08:59.620 Kendra Strode: And when you come in here we are asking folks to set the status to result. And sometimes folks are like, Okay, what's the difference between resolved or closed resolves give people an opportunity to say, Oh. 518 01:09:00.510 --> 01:09:02.709 Kendra Strode: the leak came back, or 519 01:09:02.930 --> 01:09:03.609 Kendra Strode: Oh. 520 01:09:04.189 --> 01:09:12.140 Kendra Strode: the pea poll fell out of my door! You know this is a not a great demo ticket for me to pick in that respect, because 521 01:09:12.170 --> 01:09:20.100 Kendra Strode: typically once you install the people that's great, or maybe all of a sudden it's gone black like I. I can't see through the new people when a ticket is marked as resolved. 522 01:09:20.700 --> 01:09:35.230 Kendra Strode: We absolutely encourage you to make that public so unchecked to make private box and say, Hey, we got this installed, and think that should do the trick. Let us know if you have any 523 01:09:35.270 --> 01:09:36.680 Kendra Strode: for their issues. 524 01:09:37.960 --> 01:09:39.700 Kendra Strode: There are even. 525 01:09:41.340 --> 01:09:47.270 Kendra Strode: Yeah, we'll actually take this out of plumbing service. There are going to be some templates. So what I want to do 526 01:09:48.270 --> 01:09:52.939 Kendra Strode: I'm going to take that out. If I come into templates here and choose closure template. 527 01:09:53.840 --> 01:10:01.759 Kendra Strode: we can put together some kind of canned text that makes it easy for you and the team to say, Yep, here we go. 528 01:10:01.840 --> 01:10:09.700 Kendra Strode: Your request about the people has been resolved. Let us know if you have. 529 01:10:10.010 --> 01:10:15.429 and you'll see it already brought in Patrick's name. It already put in my name. 530 01:10:15.530 --> 01:10:22.450 Kendra Strode: and that can make that handy. So go ahead and go through the process of closing out the ticket that you created. 531 01:10:23.290 --> 01:10:25.819 Kendra Strode: you can go ahead and send a notification 532 01:10:26.010 --> 01:10:28.120 Kendra Strode: to the 533 01:10:28.140 --> 01:10:31.929 Kendra Strode: particular requester, or to yourself, or whatever the case may be. 534 01:10:34.170 --> 01:10:35.360 Kendra Strode: and hit save 535 01:10:36.860 --> 01:10:41.909 Kendra Strode: now we'll see that the status in the top right has changed to resolved after 5 days. 536 01:10:42.420 --> 01:10:51.449 Kendra Strode: If we have not heard back from Patrick about this issue, this ticket will automatically close itself, and it'll just take care of itself. It's done 537 01:10:51.560 --> 01:10:58.230 Kendra Strode: no further worries. But if Patrick were to respond, it would reopen, and we know that we needed to take further look at this. So 538 01:11:00.330 --> 01:11:07.139 Kendra Strode: okay. so we are good to go. That is sort of the basics of 539 01:11:07.360 --> 01:11:22.180 Kendra Strode: the updating. Those of you who saw down here at the feed. This comment, Button. This is a pretty quick and easy way to add notes, but it doesn't let you change the status, and it only lets you select from the list of people who are already affiliated with the ticket. 540 01:11:22.530 --> 01:11:24.429 And so again. 541 01:11:24.550 --> 01:11:30.519 Kendra Strode: I really recommend actions. Update anytime. You need to change the values on a ticket. Start here 542 01:11:30.650 --> 01:11:34.529 Kendra Strode: because it lets you adjust the status and it lets you control your notifications more. 543 01:11:36.280 --> 01:11:43.520 Padraig faganp@tcnj.edu: Hendra. Yes. so my understanding was that whatever we close that 4 quarters. 544 01:11:43.660 --> 01:11:48.350 Padraig faganp@tcnj.edu: the requester on their end have to like more or less close as they are satisfied. 545 01:11:49.090 --> 01:11:50.050 Padraig faganp@tcnj.edu: A. 546 01:11:50.440 --> 01:11:56.489 Padraig faganp@tcnj.edu: But when I click on this ticket a compact result, I don't have anywhere for it to approve this, or to see it in satellite or the legacy. 547 01:11:56.600 --> 01:12:05.720 Kendra Strode: So no, I think that that is a system that exists in the current tool or your previous tool. That's that's not actually a structure that's built into team. 548 01:12:05.780 --> 01:12:11.709 They would just get the email. And so you would get the email that that says, Hey, we think we're done with this. Let us know if you have any issues. 549 01:12:11.870 --> 01:12:28.779 Kendra Strode: and if you respond and you say, Yep, all good The ticket might reopen, and the control center can close that out, or if you respond and say, no, this is not working, I still need help. That'll reopen the ticket. So it's that response to the closure message that allows people to say that they still are needing some information. 550 01:12:28.840 --> 01:12:36.870 Padraig faganp@tcnj.edu: So I guess, Mike, maybe you can get cloudy enough with John Bannon, but I understand that what John Bannon sold Sharon Blackman with this 551 01:12:36.900 --> 01:12:41.139 Padraig faganp@tcnj.edu: but this product was, he said, that all of his work quarters 552 01:12:41.200 --> 01:12:45.280 Padraig faganp@tcnj.edu: get sent, and they have to check that. They're satisfied before it can get closed out. 553 01:12:45.870 --> 01:12:52.320 Padraig faganp@tcnj.edu: I think that's what her understand? It was I did. We definitely didn't have it any system before this. This was the sell on the system kind of 554 01:12:52.700 --> 01:12:55.389 Kendra Strode: okay. Hopefully, there were a few other cells, but 555 01:12:55.610 --> 01:13:04.000 Padraig faganp@tcnj.edu: there was, understand, I know that was one that came up in the room that she like. But it had said that their process right now. 556 01:13:04.310 --> 01:13:05.180 Michael Kuhn: Yeah. 557 01:13:06.610 --> 01:13:09.259 Kendra Strode: all right, if you get no to that, Michael, we will follow up 558 01:13:10.410 --> 01:13:23.660 Kendra Strode: But I wanted to show a couple of other things. You will typically not need to create tickets from the client portal. Let's say you're out in the field. You're working on a plumbing issue, and you notice something else has gone wrong, that 559 01:13:24.050 --> 01:13:34.210 Kendra Strode: that a cabinet is broken. The carpentry is going to need to take a look at. You're going to be in here, and you can always create a new ticket by just clicking this fasty service request form. 560 01:13:34.670 --> 01:13:43.110 Kendra Strode: If you click plus new, it would let you choose between the list of options that shows up here. But you can always just click fasty service request form to get started. 561 01:13:43.820 --> 01:13:46.799 It's gonna ask you who's requesting this? I often put myself in 562 01:13:47.740 --> 01:13:54.299 Kendra Strode: and so you can enter your name. I don't need a notification. 563 01:13:54.500 --> 01:13:59.580 Kendra Strode: We don't need to worry about my phone number, and that's not required. But I could say, You know what wolf 564 01:14:01.230 --> 01:14:03.680 Kendra Strode: in room 565 01:14:04.180 --> 01:14:07.500 Kendra Strode: 102 cabinet 566 01:14:07.560 --> 01:14:17.130 Kendra Strode: is broken. This process is very similar to what we saw earlier. Right? We have this form, we have the fields, the asterisks. Let us know which values are required. 567 01:14:17.400 --> 01:14:25.129 Kendra Strode: It'll ask you for source. And so you could say internal fasty, because nobody called this in. You noticed it 568 01:14:25.510 --> 01:14:33.250 Kendra Strode: right. So if you're out in the field, you notice something you want to send in a ticket about it. Great. and you just fill in that required information. 569 01:14:34.500 --> 01:14:54.189 Kendra Strode: it'll auto populate your own department again. I don't work for Tc. And J, so I don't have a department. and I can hit save. and so within Td, next. in this ticketing space, just this plus Fasty service request form that will allow you to create a new ticket on the fly. If you're ever out in the field and need to get that spun up. 570 01:14:55.170 --> 01:14:57.600 And then the last thing that I want to show you 571 01:14:57.960 --> 01:15:09.130 Kendra Strode: is the desktop. So we are still building out some of these desktops, and I actually need to push one to myself. So I'm going to pause my share. 572 01:15:09.620 --> 01:15:20.310 Kendra Strode: Do some work. The desktop is where you get the flexibility and team dynamics. So if some of you wear multiple hats. you may have multiple desktops 573 01:15:20.570 --> 01:15:36.820 Kendra Strode: and you can switch from one desktop to another to see information. For when you're doing electrical versus when you're doing h back. So that is one thing to know is that desktops give you that flexibility to see different information. 574 01:15:38.050 --> 01:15:41.379 Kendra Strode: Okay, I'm almost done pushing this desktop out to myself. 575 01:15:41.830 --> 01:15:52.980 Kendra Strode: Having this structure allows us to make sure that everybody on a particular team is seeing the same information. So let's see. 576 01:15:54.320 --> 01:15:56.299 Kendra Strode: almost done. 577 01:16:00.010 --> 01:16:00.790 Kendra Strode: Okay. 578 01:16:02.090 --> 01:16:03.759 Kendra Strode: I'm gonna refresh my page. 579 01:16:05.020 --> 01:16:11.099 Kendra Strode: So I'm in. Td, next, I've clicked this desktop tab instead of being in the ticketing tab. I'm back here on desktop. 580 01:16:11.580 --> 01:16:19.459 Kendra Strode: and I have this drop down menu here because I have several different desktops from testing you. Oh, I've got to resume my share. 581 01:16:19.970 --> 01:16:26.130 Kendra Strode: Here we go. Desktop, tab. drop down. Is everybody seeing this? Drop down now 582 01:16:27.310 --> 01:16:29.979 Kendra Strode: a thumbs up will work brilliantly for that. 583 01:16:34.780 --> 01:16:36.120 Kendra Strode: There we go, alrighty. 584 01:16:37.360 --> 01:16:53.329 Kendra Strode: So if I am taking care of things for the housing team in the short term. I can click this housing team desktop, and I have designed these with Michael and Scott, knowing that many of you are going to be looking at them on an ipad in the field. 585 01:16:53.800 --> 01:17:14.260 Kendra Strode: So these are not optimized for looking at on a desktop computer. But if I make this window smaller you'll see this adjusts. And so even if you had to pull this up on a a small device, you can still see a pretty good amount of information. So I just wanted to let you know right now. These have been optimized for the ipad. 586 01:17:14.790 --> 01:17:16.679 and what we have established 587 01:17:16.810 --> 01:17:19.450 Kendra Strode: are a set of reports 588 01:17:19.480 --> 01:17:28.640 Kendra Strode: where, if the housing team had a ticket assigned to it, or to anybody who is a member of the housing team that still had that brand new status 589 01:17:28.850 --> 01:17:33.380 Kendra Strode: that would show up right up here at the top, and you'd know. Oh, hey! We need to take a look at this right now. 590 01:17:34.710 --> 01:17:39.300 Kendra Strode: Next we have this sort of second ticket queue. 591 01:17:39.570 --> 01:17:45.599 Kendra Strode: and these show all of the active tickets that have been modified by somebody who is not on the housing team. 592 01:17:46.020 --> 01:18:14.719 Kendra Strode: So if a client responds to a ticket, you know, in this example. Right? Michael is the client, and Michael modified this ticket. He's not on the housing team. The housing team might need to look at this and say, Okay, we've got to take action on this, Michael just responded and added some more information, or if I were part of the electrical team, and I'd commented on this, you would want to see, what did I say in terms of that information? And so this will show you anything that's been updated by a person or automatically by team dynamics. 593 01:18:15.120 --> 01:18:18.170 Kendra Strode: Once you've updated a ticket, if you're a member of the housing team. 594 01:18:18.210 --> 01:18:20.309 then the ticket falls out of that list. 595 01:18:20.840 --> 01:18:27.419 Kendra Strode: One of the things that we didn't quite talk about was putting a ticket on hold. So let's say, this ticket test soap dispenser out of soap. 596 01:18:28.050 --> 01:18:39.620 Kendra Strode: You can see on this report. I can see how old it is where this is located who asked for it. You know various information about this ticket. If I click the name. 597 01:18:40.000 --> 01:18:53.289 Kendra Strode: There we go. I've got this information, and you know what I need to put this ticket on hold, because the soap dispenser isn't going to come in for 2 weeks. When I change the status to on hold, I get a goes off hold date. 598 01:18:53.340 --> 01:18:58.200 Kendra Strode: We know that this is going to deliver early that week. So I'm going to set this to come off hold on the 28 599 01:18:58.720 --> 01:19:01.920 Kendra Strode: and say we're awaiting 600 01:19:02.730 --> 01:19:04.060 delivery 601 01:19:04.380 --> 01:19:18.099 Kendra Strode: of these. So dispenser boy, it did not spell that rate. But we're not going to fix that. Okay. So now the status is on hold. When I look at the ticket itself. 602 01:19:18.660 --> 01:19:21.389 Kendra Strode: I'll actually now see, this goes off. Hold date. 603 01:19:21.730 --> 01:19:26.050 Kendra Strode: What I want to show you back here is, if I refresh this desktop. 604 01:19:27.440 --> 01:19:40.559 Kendra Strode: Now, this ticket doesn't show up in this list because I can't do anything about it right now. I'm just waiting. This will I will need to fix this. This should show us the goes off hold date 605 01:19:40.960 --> 01:19:47.120 Kendra Strode: for this particular ticket. So let me go to the plumbing team because we should actually see this reflected here. 606 01:19:47.250 --> 01:19:50.340 Kendra Strode: Oh, Nope, Scott must not be part of the Fleming team. 607 01:19:52.520 --> 01:19:59.809 Kendra Strode: So we'll have to get some of these things assigned over. But I want to show you the last couple of reports for this housing team desktop at the bottom. 608 01:20:01.010 --> 01:20:13.750 Kendra Strode: so we can also include charts that show tickets by how old they are and tickets by which team member is assigned to them. And so right now, this isn't very interesting. But if the housing team has 5 people. 609 01:20:14.000 --> 01:20:30.850 Kendra Strode: I'd be able to see that you know what Scott has 6 tickets assigned, and Michael only has one. We should rebalance that load a little bit, or if a new ticket comes in, I'm going to assign it to Michael, and so you can kind of do a visual representation there of how things are assigned, or on the ticket age. 610 01:20:30.930 --> 01:20:42.809 Kendra Strode: you might say, Oh, what is this ticket from January? Why is that still open? And you can click on these charts. and it will open the information about that specific ticket. 611 01:20:44.190 --> 01:20:47.939 Kendra Strode: So that is really 612 01:20:48.220 --> 01:20:53.320 how you and your team will ultimately find your tickets. We are still fine-tuning these reports. 613 01:20:53.340 --> 01:20:56.500 Kendra Strode: and we're still getting them built out for all of the teams. 614 01:20:56.550 --> 01:21:07.599 Kendra Strode: But that's the sort of general structure is that the housing team will have their own specific desktop. That's showing them their tickets, the individual things that they need to be working on. 615 01:21:07.760 --> 01:21:15.039 Kendra Strode: we can put together a queue that shows an individual just their specific tickets. But this is sort of how the system can be customized. 616 01:21:15.490 --> 01:21:23.530 Kendra Strode: I want to bring up the control center desktop because it has a little bit more information and a little bit more nuance because it sees a lot of everything 617 01:21:23.860 --> 01:21:36.050 Kendra Strode: for the control center team. We've got all of the new tickets. You can look and make sure and say, Oh, you know what this ticket isn't new. It's 8 days ago we're already working on this, we're going to change the status to in process. 618 01:21:36.260 --> 01:21:49.750 Kendra Strode: So for the control center for the folks in the main office, you can use this report to make sure that the ticket statuses are properly reflected. If somebody assigns a ticket back to you, and they're not a member of the team that should show up here in this queue 619 01:21:50.590 --> 01:21:55.530 Kendra Strode: tickets without a group assignment. you know, if stuff is only been assigned to an individual. 620 01:21:55.630 --> 01:22:01.899 Kendra Strode: we want to make sure that that gets assigned to a group. So you can say, Oh, the refrigerators do okay. Actions 621 01:22:01.910 --> 01:22:09.120 Kendra Strode: assigned service request. This needs to go to the Hbac team save. 622 01:22:11.120 --> 01:22:12.180 Kendra Strode: and then, when the 623 01:22:12.370 --> 01:22:21.899 Kendra Strode: when that goes ahead and refreshes, it falls off of the list, you can see all of the tickets in the system that are currently on hold and make sure that things are working. 624 01:22:22.060 --> 01:22:29.149 Kendra Strode: You know this is where you can start to see the age ticket makes more sense. You' why? Why do we have a ticket from May? Oh, well, because we were testing. 625 01:22:29.730 --> 01:22:35.100 Kendra Strode: And so this is the sort of thing that you can do with your 626 01:22:35.510 --> 01:22:49.149 Kendra Strode: desktops and with your reports to help see your information quickly. Understand how many like, what people's workloads are, what tickets need attention, and from within here customize the information that people have access to 627 01:22:49.450 --> 01:22:53.319 Kendra Strode: click into a ticket, take an action on it as we've been talking about. 628 01:22:54.410 --> 01:22:56.349 Kendra Strode: We are at 629 01:22:56.380 --> 01:22:57.740 Kendra Strode: the top of the hour. 630 01:23:00.300 --> 01:23:14.129 Kendra Strode: We have gone through a very, very quick tour of a lot of content, and I see that we've already had to have Amanda hop off. If anybody else has to duck out, it does not hurt my feelings. I understand how our days get booked back to back. but I did want to pause. 631 01:23:14.940 --> 01:23:36.869 Kendra Strode: Please, please, please. We know that this is a work in progress, and so if you ran into any hurdles, roadblocks, issues, we captured several of those. But do make sure that Michael and Scott know. and this is recorded. You'll have an opportunity to come back and watch it. You can share it with the team as needed. You know, we can kind of customize and continue to work on training. But this doesn't have to be the last time 632 01:23:37.150 --> 01:23:51.369 Kendra Strode: that I help share information with you or the individuals. And so, even if we have to run now. we'll continue to refine the system. Get you a little bit more sort of updates as to how that's going and follow up from there. 633 01:23:53.150 --> 01:24:03.679 Michael Kuhn: Pat Michael, I see you've shared your screen, but you and the conference room folks are on mute. So if you're speaking, I know I just wanted to say that I just quickly added that there! So 634 01:24:03.790 --> 01:24:11.940 Kendra Strode: that's actually a great demo. And, Michael, I'm glad you did that, for the folks who are still on the call team dynamics is meant to be a flexible system. 635 01:24:12.300 --> 01:24:18.789 And if you are running into issues for you like, I just wish I could see this piece of information on my desktop. 636 01:24:19.080 --> 01:24:20.200 Kendra Strode: We can make that happen 637 01:24:20.790 --> 01:24:29.119 Kendra Strode: the facilities team at Rollins said it would be really helpful if we asked if students had support animals in their dorm rooms. 638 01:24:29.520 --> 01:24:35.379 Kendra Strode: because they said several times they went to do a support ticket in a dorm room. They'd open the door, and a cat would run out. 639 01:24:35.590 --> 01:24:52.800 Kendra Strode: and they had to spend 30 min chasing the cat down in the dorm before they could actually do the work that they showed up to do. 640 01:24:52.930 --> 01:25:08.329 Kendra Strode: But this this system should make it easier for you to do your jobs at first it'll be a transition, and I acknowledge that. And so some of it will just be a little bit of practice, of how to find people's names, how to make sure we've got the updates. But 641 01:25:08.410 --> 01:25:12.710 Kendra Strode: we could include a section on residential tickets 642 01:25:12.760 --> 01:25:19.970 Kendra Strode: that says, you know, I I have a service animal. Please be careful. And they could include those details. And so if that's something that's valuable, let us know 643 01:25:20.300 --> 01:25:25.460 that's something that can continue to change as you continue to use team dynamics. So 644 01:25:27.080 --> 01:25:36.029 Kendra Strode: thank you. Thank you so much for joining. 645 01:25:36.810 --> 01:25:38.500 Alexander Novak: Take care.