​​​​​​​Purpose

This document defines the help desk policy of the College of Medicine Curriculum Information Management System (One45) service-area. To ensure this role is carried out in a timely and quality manner for all stakeholders, this policy assigns priority levels to problems or incidents to align them with University, College​, and department / unit priorities and policies.

The goal of this policy is to inform staff, faculty, administration, and learners at the College of Medicine of the method by which help desk requests will be prioritized and to establish service expectations for resolution time​s.


Audience

This policy applies to all local and remote faculty/ instructors, administration, staff, and learners and any other parties who rely on access to One45.


Requesting service / support

  1. All One45-related requests for service (and problem reports) are to be submitted to the College of Medicine ITU Service Centre (available 24/7) at:

    An immediate on-screen confirmation will acknowledge the successful receipt of the web-submitted support request, followed by an email confirmation. Email-submitted support requests will be followed by an email confirmation. You can correspond and provide additional information to us by replying to that email message. A response and resolution will follow according to the established priority timelines and resource availability.

  2. Before requesting service, review the self-help knowledgebase/ FAQs/ help manuals and other documentation to see if there is information on your concern.  This information can be found at the Support areas at http://medicine.usask.ca/one45/ and at https://one45software.na2.teamsupport.com/knowledgeBase . Most issues are resolved this way, but there are certain issues which require a service request every time, as listed here.

  3. Provide sufficient details on your initial request so we can resolve the issue on your first contact when possible, including relevant attachments, program / department / course name(s), contact information and availability, etc.  This information may also need to be relayed to other departments and individuals for review or approval.

  4. Always respond to your existing requests and do not submit multiple requests regarding the same concern.  Instead, any additional information related to the request can be provided to us by replying to the confirmation or response emails.

  5. Do not attempt to request service for a new issue by responding to an already resolved request.  Always request service for new issues by submitting a new request.
     
  6. If submitting a request on behalf of another individual, be sure to provide their contact information and details rather than your own. Follow-up and responses are provided using the contact information included on the request.

  7. Training requests will be fulfilled by providing​ the instruction and information necessary for developing the skills needed to utilize the appropriate software tool(s) for effectively accomplishing a given task.

  8. All service and support for UofS NSIDs will be directed to ICT Service Desk ( itsupport@usask.ca ).

  9. Clerical services are not provided.


Priorities

The table on Appendix A shows priority levels for requests, a brief description of what constitutes each priority category, and timelines for response and resolution within the One45 Support service-area.  These priorities represent multiple first-in-first-out queues.  Highest priority issues are addressed first, and once a priority queue is cleared, the next lower priority queue will receive assistance, and so on.  Priorities are not based on the level indicated by the requestor, but will be set or adjusted by support staff according to the descriptions in Appendix A.  Priority levels are based upon urgency and impact (individual, group, and service-wide).


How service / support is provided

First Contact Resolution: We will attempt to resolve your request the first time you contact us so as to reduce any unnecessary delays or multiple contacts, without introducing any new problems.

Most "how-to" and information requests will be resolved using the progressive support model:

  1. The first level of support is to provide and make available self-service help articles, user guides, and information so that most issues can be immediately solved or avoided.
  2. If still unresolved, the next level of support is to locate and forward the specific relevant articles / guides or other information to the service requestor to utilize in resolving their specific request.
  3. If still unresolved, the next level of support will walk the user through the tasks necessary to resolve their issue.
  4. If still unresolved, the next level of support will perform the task on the user's behalf, provided that the user requesting assistance is authorized to do the task(s).

Problems and requests designated as Level 1 Severity will take priority. Level 4 Severity issues hold the lowest priority. 

Problems and requests within each priority category will be handled on a first-come first-served basis. 

In some cases, special consideration will be given to mobile and remote individuals whose access to resources may be more constrained.

** In the event of a natural disaster, failure of a utility (such as electrical power), or other situation resulting in multiple Level 1 issues, stated response and resolution times may be longer.

Requests for external information will be redirected to the source of the information being sought rather than attempt to collect and relay the information.  Operational and process questions will be redirected to the manager(s) of the operational area(s) or the process owner(s).


Responsibilities

Management and leadership must ensure their direct reports understand the scope and implications of this policy and that a copy is made readily available in their area.

College of Medicine IT Unit support staff will provide all technical support services within established parameters, using a variety of modes such as email, phone, remote presentation, materials, etc.  Requests which require approval or review by additional stakeholders may either be coordinated internally or may be returned to the service requestor to fulfill any necessary pre-requisites.


Glossary of terms:

System-wide: relating to the entire set of interacting or interdependent components forming the integrated solution (eg. One45 application, CAS/ Authentication, etc.)

Group-wide: relating to a specific group/ program in One45 consisting of more than 1 person

User-specific: relating to a specific person

Request (or support request): a formal request to support the resolution of an incident or problem

Ticket: another term for a support request

Business hours: Monday to Friday, 8:30am to 4:30pm, excluding University holidays

 

Management

Ownership of this policy falls to the management of the College of Medicine IT Unit. For any questions about this policy please contact medicine.itu@usask.ca .

 

 

Appendix A: Priorities Table

Severity Level

Description
Examples
Response Time Target
(business hours)

Resolution Time Target
(business hours)

Severity Level:
1 – Blocker

Scope:
System-wide
or
Group-wide

Processed by:
Specialist

  • Critical system is down / unusable
  • Critical software defect
  • No workaround/ contingency required
  • Data corrupted
  • Many or all users affected
  • Implications for:
    • Regulatory/ legal
    • Privacy
    • Safety
  • One45 server down
  • System-wide authentication service problem
  • Little to no functionality of any specific function(s)
  • Database corruption
  • Email system failure
  • Anonymous form(s) reveal evaluator's identity
​​5 minutes

All-hands-on-deck

Determined by ITU

** no SLA for multiple items

Severity Level:
2 – Critical

Scope:
System-wide
or
Group-wide
or
User-specific

Processed by:
Specialist

  • Specific functionality severely restricted
  • Non-critical software defect
  • Workaround(s) necessary
  • Multiple users affected
  • Vendor contact required (except: forms, logs, block templates, permissions)
  • Accreditation related
  • UGME configuration items
  • Curriculum management (not course delivery)
  • New or unclear processes
  • Schedule behavior errors
  • Learning materials wrong/ inaccessible
  • Email sending errors
  • Errors in auto-sending of forms
  • Errors in form behavior, usability, or accessibility (not content)
  • Reports (non-canned)
  • Super-admin-only tasks not pre-listed in Major or ​​Minor
  • Admin-level access for non-staff
  • Feature requests
  • Documentation deficiencies/ defects
  • Non-standardized permission requests
30 minutes

4 hours

First-in-first-out

Severity Level:
3 – Major

Scope:
Group-wide
or
User-specific

Processed by:
App. Support, or Specialist

  • Access, and permissions for individuals
  • One or more users require training
  • New accounts
  • Permissions/ access
  • Login problems
  • New admin/ staff training
  • New faculty training
1 hours

9 hours

First-in-first-out

Severity Level:
4 – Minor

Scope:
User-specific

Processed by:
App. Support, or Specialist

  • Minor problem
  • Functionality unaffected
  • Business as usual
  • Documented how-to's/ walkthroughs/ reports
  • Form sendout/ search
  • Adding/ editing form documents
2 hours

18 hours

First-in-first-out