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Finance ServicesCASD Ticketing SystemProcess Training Booklet
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You may encounter confidential data in this training material, e.g. in screen captures. You should keep them confidential.
UNSW Sydney – Finance Version 2019.09 published 1.1Contact : [email protected]
Click to go to CASD
AboutCASD is a job ticketing system used in UNSW. It is currently being used by IT Help Desk,
Finance Help Desk, Finance Services, and Accounts Receivables.
An average of 478 tickets per day are being processed and completed by FST.
All tasks which come into Finance Services are based on the ticket. Customer may send an email, fill up a web-form, or contact FST through other means; but every task should always
have a ticket to record about the task, its start and completion.
This booklet covers the basic of CASD; which consists of three main steps: Receiving a Ticket, Updating a Ticket, and Closing a Ticket.
Other topics such as creating a request ticket and child ticket arecovered in a separate booklet.
There are photos by Unknown Author used in this content, licensed under CC BY-SA
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CASD Cheat Sheet
Accessing CASD1. Go to https://servicedesk.unsw.edu.au/
• Login using the zID and password
2. You may see the customer page. Please change your Role in the top-right to the relevant FinServ Role and click Set Role. • The screen will re-load.• When you Log Out, CASD will remember
your selection for future logins.
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Click to go to CASD
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CASD Main Page• This is the main page in CASD, where you can see the tickets and their status.
• A team member can see three views in the scoreboard:work status, active tickets and closed tickets.
• A Team Leader & Manager, have two views in their scoreboard:work status, and active tickets.
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Team Member & Team Leader viewsViews Sub-Folder Team Member Team Leader
Work Status Unassigned
Overdue
Due Today
Due Tomorrow
In Progress
Waiting for Customer
Updated (Active)
Updated (Closed)
VIP
All Active
All My Active
Active Tickets/Closed Tickets
Buying
Credit Card
Employee Expenses
Student Expenses
Supplier Payments
UNSW Payments
Travel
Others
• They also have slightly different sub items within each view.
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Process Overview• FST primarily receives its job tickets through email (FinServ emails e.g.
[email protected], [email protected]) and through Web Forms.
• These generic tickets automatically categorised as “FinServ.Other.General Enquiry”; until manually assigned a to a definitive category and a team member.
• For FST KPI, the clock starts to tick in when the ticket arrives with status “open”,it pauses when the status is changed to “Waiting for Customer”, “Pending RFC” or “Monitor”,and stops again when the status changed to “closed”.
• It is critical for FST to have an accurate category and status for every job ticket as they will affect reporting.
• First In First Out – is the principal approach when working through the job tickets.
Click to see Step 1 Click to see Step 2 Click to see Step 3
Click to go to CASD
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The current FST SLA is 48 hours; which means FST has a total of 48 hours to action the ticket from open to close.
Click to go to CASD
1. Receiving TicketReturn to CASD Overview
Step 1 Receiving a Ticket(duration 1:19)
• CASD Ticket arrived at your “All My Active” folder when:• a customer sent email to any of FinServ general email address, or • a customer filled in a Finance Web Form• Then the ticket was assigned to you by FST designated dispatchers.
Before you work on the job, always notice:
1. The job category
2. The job summary
A summary is where you summarised the request, what is the nature of the ticket;it is not to be used as an update.
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• Update your ticket when you are waiting for further info/docs from the customer; open the ticket then from the menu: select (1) Activities, (2) Update Status, (3) Update the statusand (4) Provide comment; this step will forward your comment to the requester.
• If you need to contact the customer, you can compose an email in Outlook & cc CASD Maileater([email protected]), then place the required string anywhere in the body of the email. You can get the string by clicking (5) Send Mail.
• If you want to make a comment that will not trigger notification to the requester, then click on Edit or Log Comment (6) to update the status.
Click to go to CASD
2. Updating TicketReturn to CASD Overview
Step 2 Updating a Ticket(duration 1:08)
Request more info from customertemplate
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%request_id=<ticket request number>%string5=
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3. Closing Ticket• When you finish the job, always close the ticket.
(1) Select “Activities”, (2) Select “Update Status” (3) Update the status, and (4) Provide comment
• CASD will send notification to the requester.
Return to CASD Overview
Step 3 Closing a Ticket(duration 0:28)
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If the ticket came from Anonymous Customer, you have to edit and change the requester to “Unknown Staff” or “Unknown External”. Otherwise you can’t close that ticket.
Please close this booklet
