Supportworks - FAQ

Last Updated: 06/06/2013

General FAQ

Can I access Supportworks 24/7?

Supportworks is unavailable from midnight to 6 a.m. daily for maintenance.

Can I belong to more than one support group? 

An analyst can be a member of more than one group. The analyst would maintain a primary membership to one group and a secondary membership to another group(s). If you are interested in learning more about this possibility please contact the Supportworks Administration Group by submitting a Supportworks call.

Can I keep Supportworks open all day? 

You can actively use Supportworks as long needed (outside of the daily maintenance window from 12 midnight to 6 a.m.); however, after 60 minutes of inactivity, Windows users will have to log in again. Indications for an inactivity timeout are vague and are best identified by a lack of functionality and response from the system. When this happens, Supportworks must be completely closed and the analyst must log in again. It is recommended that analysts completely exit the application before leaving for a meeting, lunch, etc.

How do I change the SLA on a call?

In the Update Call dialogue box there is a SLA drop-down menu. Select New SLA. Add text in the comment section explaining the action you have taken and why you are re-assigning the call. If this text is not appropriate for customers to see please uncheck the Update to be Public Box.

How do I get a Supportworks account?

Contact your supervisor or Craig Talbert to identify your queue supervisor. Queue supervisors should make the request for Supportworks accounts. Account requests should be submitted via Supportworks with the problem profile: Service Request > Applications Provisioning > Supportworks. Calls will be auto assigned to the Supportworks Administration queue. Please include the following information on the call:

  • First Name
  • Last Name
  • Queue
  • Phone Number
  • Email address that you want escalations to go to, pager or standardcolorado.edu address
  • IdentiKey login

Once your account has been provisioned, you will login with your active directory (AD) credentials, which in most instances is already synchronized with your IdentiKey. Click here to learn more about your AD account.

How do UIS employees access the OIT instance of Supportworks remotely?

UIS employees should login through the UIS VPN at vpn.cusys.edu. For help with the UIS VPN, contact uishelp@cu.edu.

How will Supportworks notify me when my group has a new call?

Email notifications have been established for all support groups. In addition, Windows users have the option of using the Messenger application to receive pop-up notifications. If you are experiencing notifications or email problems with Supportworks, contact the IT Service Center.

Should calls be assigned to Groups or to an Individual?

Always assign calls to groups, not individual people. This helps us avoid calls being unanswered due to illness, vacation, workload issues, and the like.

What do I need to do if I am re-assigning a Supportworks call to a different support group?

Re-assigning a call requires five steps within the Supportworks client:

  1. From the Call Details tab, click Update Call.
  2. From the Service Level Agreement drop-down menu, select the appropriate support group and SLA expectation.
  3. Notify the customer of the new SLA time and action taken. Document the re-assignment, and notification within the Supportworks call.
  4. Click Update and Assign.
  5. Select the designated support group that is associated with the SLA you set in step two. It is not recommended that you select an individidual.

Note: If a call is re-assigned, but the SLA is not changed, the support group will not receive notification that a call has been assigned to them. Instead, the old assignee will continue to be notified. For example, if you are assigning a call to the Service Center, make sure to change the SLA to the Service Center SLA.

What is the difference between a support group and queue?

Nothing. Supportworks labels each group (i.e. Supportworks Administration or PR & Communications) as a “support group;” however, many IT staff members and students call these “queues.” They refer to the same list of responsible people.

What is the escalation path of a call after it is created in Supportworks?

When a new call is created in Supportworks, all members of the support group are notified by email within three minutes. Second notifications are sent if a case has not been responded to within 75% of SLA time. Third notifications are sent if the case has not been responded to within 100% SLA time. It is important to note that “escalation” notifications are only sent at these three times and are sent to each support group member.

What is the “SLA”?

SLA stands for Service Level Agreement. This refers to the expectation of response to our customers. In Supportworks, SLAs are different for each support group.

Who should I contact if I need help with Supportworks?