Help Desk Processes

Rules of Thumb

• Responsibilities:

  • CWS: Danielle will handle all tickets and emails related to CWS.

  • NCWS/EH: Kristen will handle all tickets and emails related to NCWS/EH.

  • Multiple programs/no program: Help desk staff should take these as they see them in the queue.

• When a new ticket comes into JSM queue or an email comes into the box:

  • Quick response: If it can be handled quickly, assign it to yourself, answer it, close it out (or move it to done folder).

  • Needs more research/help: If it’s something that needs more research, assign it to yourself, research the issue as you have time. If the issue is going to take longer than 2 business days, respond to the user telling them: “Thank you for reaching out. I am researching your question/issue and will get back with you in 2-3 business days." Find the answer and then respond back, close out the ticket/email.

    • Involving other DWEHD staff: If an SME or staff member needs to be involved, we should be reaching out to that staff member or @mentioning them in the JSM thread. We should not be assigning the ticket or forwarding the email onto them to resolve. The help desk should be the one responding to the user, not the program area staff member.

  • If you don’t hear back: If you don’t hear back from the ticket requester, it is perfectly appropriate to reach out to the internal staff via Teams, saying if you don’t receive a response with 3 business days, you will close out the ticket. Same can be said for external users via email.

    • Put an internal note in the ticket saying, “No response, closing ticket.”

  • Only work on tickets/emails that you are assigned to or have been working on. When multiple people work on them, it causes duplicate messages and confusion to our users. If you see a ticket/email that is not assigned to you and has been waiting over 3 business days, reach out to the person it’s assigned to and check first before answering the ticket/email.

  • After resolution, make sure an internal note is put on the ticket with documentation and explanation of solution, when possible.

  • Updating KBAs: If you notice that a KBA needs updating, feel free to do it! For brand new pages, create a draft of the page and consult with Mary to get it published.

  • Backup coverage: If you are off on A/L or S/L and would like backup, let the other help desk team members know so they can cover for you while you’re off. Unless you are asked specifically to cover for a certain period of time, do not handle user requests, tickets, or emails that the other help desk members cover. If you see a ticket/email that appears to be an emergency, reach out to Adrienne for direction on how or whether the ticket should be handled in their absence.

  • Communicate! Most importantly, work with your team! Things are much easier when we have full communication and we’re not working in silos.

General Email Box Etiquette:

• EGLE-MiEHDWIS@michigan.gov is a shared email box among certifier team members and system administrators.

• We use the shared email box for Certifier Agreement management, System Admin. announcements, interactions with external users, general MiEHDWIS questions, user account questions, training sign-up questions, etc.

• We have color-coded name tags (Outlook categories) to identify who is processing which email.

  • Each assigned Certifier Agreement is to be followed up by the assigned team member. Certifier questions: assigned team members are lead and will take care of their own.

  • Help desk questions: Danielle is lead and will take care of these (and Kristen is back-up).

  • Training request questions (external users): Danielle is lead and will take care of these.

  • MiLogin/MiEHDWIS questions - Kristen/Danielle are leads and will take care of these.

  • Local Health Department / Power BI / Misc. Questions: Danielle/Kristen are lead and follow up on these.

  • Not color-coded email: feel free to assign to yourself and let the team know in Certifier chat.

  • If the email is tagged and sitting longer than 24- to 48-hours, it’s a judgment call. Reach out to assign team member and see if they need help.

Certifier Approval Process/OneSpan

1. Add Requestors Name to end of Activity Name (Activity Naming Convention: Certifier Request Submission – John Doe).

   1. To find the Requestors Name, on the Activity Overview, click on Actions on the right navigation bar.

      Open

      

   2. Once you have the requestors name, close out of the Actions Drawer, and then click on Certifier Request Details.

      Open

      

   3. Click Edit.

   4. Add Requestors Name to the end of the Activity Name and then click Save.

2. Leave the activity assigned to the District Engineer to verify relationship.

   1. The District Engineer will verify that the requestors relationship with the supply is valid and will also need to validate the Administrative Contacts details before transitioning.

      1. If applicable, the District Engineer will update the Administrative Contact details in SDWIS/Eddy before transitioning.

3. Once the District Engineer has transitioned the certifier request to Relationship Verified, Assign the Activity to yourself and send the certifier agreement via OneSpan.

4. Open OneSpan in a separate tab.

   1. Via MiLogin, click on Enterprise eSignatue Sender.

5. Click on Manage Delegation.

   1. Highlight EGLE MiEHDWIS SOM and then click on Start Managing.

6. Click on New Transaction.

7. Select a Template.

   1. MiEHDWIS Certifier Agreement is for two signers.

   2. MiEHDWIS Certifier Agreement SS is for single signers.

8. In the Name field, add requestors name First and Last Name, and the PWS ID and Name (example: MiEHDWIS Certifier Agreement - Jane Doe - MI9999999 (9999) | KRIS’S TEST SYSTEM).

9. Click Create.

10. Signer1 will always be the Administrative Contact (AC).  To find AC info, look in Eddy on the Entity Overview Primary Contacts tab. 

    1. In OneSpan, click on Placeholder and change to Recipient. Add First Name, Last Name, Email Address, Title (Administrator or Administrative Contact) and Company (PWS ID and Name).

    2. Click on the Ellipsis and select Add authentication method.

    3. Select SMS, enter Phone Number, click Save.

11. Signer2 will always be the user requesting to become a certifier. In OneSpan, repeat the same process as the Administrative Contact.

    1. Title: Certifier

12. Click Next button in top, right-hand corner.

13. On the Certifier Agreement, scroll down to Applicant Information to fill out the Entity/Facility Name and ID and the First and Last Name text areas.

    1. Click on Text Area field.

    2. On the left-hand side under Field Settings, enter information in the Default Value section.

    3. Close out of Field Settings.

14. Click on Send to Sign.

15. Return to MiEHDWIS.

16. Transition Activity to Agreement Sent.

17. Once signed certifier agreement comes back as complete via email to the Eddy General Mailbox, locate the transaction in OneSpan, click on the link of the completed transaction, click Complete, then click the Download button, which will download all documents in a zip file to your Downloads folder on your computer. Once zip file has been downloaded, click the Archive button.

18. Rename zip file in your Downloads folder as CA-WSSN-Requestor Name Month Year

19. On the Entity overview, click on Contacts tab, click Add, click on the Add Contributor tab, start typing user’s last name, which will auto-suggest their user name; add Role of Certifier, click Save.

20. Upload Certifier Agreement zip folder to the Entity file drawer.

21. Transition Certifier Request Activity to Contributor Added.

Question:
“I just discovered, as I was getting the CA ready to send, that the user is already a certifier. I am going to email him and see if he's having issues that prompted requesting again....but how do I handle this duplicate request, now that I have already transitioned it to this point?”

Answer: Transition the activity as ‘Withdraw’ or ‘Reject’.

Administrative Contact initiated Inactivation via MiEHDWIS
If the Administrative Contact followed the How do I remove a Certifier from my water supply in MiEHDWIS? instructions, please follow these steps.

1. On the CWS CERTIFIER REQUESTS - PROCESS saved search, look for activities listed as Revisions Requested.

   1. Assign to yourself if not automatically assigned to you.

2. On the Entity Overview, click on Contacts on the right navigation bar.

3. Click on the Pencil icon for the certifier that is to be removed.

4. Click the Delete button and then close out of Contacts drawer.

5. Return to the Activity and click on Tasks.

   1. Check off Task and then close out of Tasks drawer.

6. Click Transition and then choose Inactivate.

7. Forward Certifier's information (First and Last name and/or Username) to Danielle Dill to have their MiEHDWIS account inactivated.

Administrative Contact or Internal Staff Emailed Help Desk for Certifier Removal
If the Administrative Contact followed the How do I remove a Certifier from my water supply in MiEHDWIS? instructions and emailed the help desk OR an internal staff member followed the Certifier Removal Process and emailed the help desk, please follow these steps.

1. On the Entity Overview, go to the Activities tab and locate the Certifier Request activity for the Certifier to be inactivated.

2. Click on the Activity ID hyperlink.

3. Click Transition then choose Inactivation Requested.

   1. Assign to yourself if not automatically assigned to you.

4. On the Entity Overview, click on Contacts on the right navigation bar.

5. Click on the Pencil icon for the certifier that is to be removed.

6. Click the Delete button and then close out of Contacts drawer.

7. Return to the Activity and click on Tasks.

   1. Check off Task and then close out of Tasks drawer.

8. While still on the Activity Overview, click on Files on the right navigation bar.

   1. Upload email from AC or internal staff member and then close out of Files drawer.

9. Click Transition and then choose Inactivate.

10. Forward Certifier's information (First and Last name and/or Username) to Danielle Dill to have their MiEHDWIS account inactivated.

Administrative Contact or Internal Staff Submits Help Desk Ticket for Certifier Removal
If the Administrative Contact followed the How do I remove a Certifier from my water supply in MiEHDWIS? instructions and submitted a help desk ticket OR an internal staff member followed the Certifier Removal Process and submitted a help desk ticket, please follow these steps.

1. On the Entity Overview, go to the Activities tab and locate the Certifier Request activity for the Certifier to be inactivated.

2. Click on the Activity ID hyperlink.

3. Click Transition then choose Inactivation Requested.

   1. Assign to yourself if not automatically assigned to you.

4. On the Entity Overview, click on Contacts on the right navigation bar.

5. Click on the Pencil icon for the certifier that is to be removed.

6. Click the Delete button and then close out of Contacts drawer.

7. Return to the Activity and click on Tasks.

   1. Check off Task and then close out of Tasks drawer.

8. While still on the Activity Overview, click on Notes on the right navigation bar.

   1. Click on Create Note.

      1. Title: {Certifier Name} Removal Request

      2. Note: Include help desk ticket number, who is requesting the removal, and any other pertinent information.

      3. Category: General Note

   2. Click Save and close out of Notes drawer

9. Click Transition and then choose Inactivate.

10. Forward Certifier's information (First and Last name and/or Username) to Danielle Dill to have their MiEHDWIS account inactivated.