Updated 12/14/22


Philosophy of Single Point of Entry for Requests and Support Graphic:


  • This is our current point of entry process and workflow


    • Notes about workflow of 'Advising Training and Development' group in Freshservice
      • • There is only one account in Fresh Service through ‘Student Achievement’ (setup by the former Collaborative dept.)
         • In this account, there are 6 groups
         • Our Unit is one of those groups, ‘Advisor Training and Professional Development Support’
         • In our group, we have 2 “Agent” accounts
         o John Heisel - used by JH
         o Advising Training and Development Staff - used by Latoya Noel
         • The agent ‘accounts’ are what our unit pays for each year
      • Latoya will login to Freshservice using the "Advising Training and Development Staff" but will be assigned tickets through her personal agent account, "Latoya Noel"
      • Other units using Freshservice should assign tickets to our unit using the ‘Advisor Training and Professional Development Support’ group
      • All ATD tickets are "Tier 2" unless otherwise note at the beginning of the subject line.
      • Info regarding Tiers are as follow:
        • Tier 1 - tickets forwarded from Central IT Helpdesk
          • the requester will be the Central IT helpdesk
          • requester email address should be changed to original requester in the ticket by the following:
          • Visit "Edit" button in the ticket
          • enter email address of actual requester in the "Search a requester" cell (see screenshot)
        • Tier 2 - tickets that ATD staff (primarily John Heisel and Latoya Noel) work on
        • Tier 3- tickets elevated to internal CSU support. Copy message sent to CSU recipients and paste as a note inside the working ticket (when applicable, such as a ticket sent to CSU IS through their ticketing systems) 
          • Tier 3 requests may include:
            • Issues regarding data sent to CSU IS
            • Issues escalated to Mike Brake (for example, issues with data displaying incorrectly in SAN, or Orientation Dashboard)
            • Error with Advising at CSU website that we can't fix
            • Changes with Navigate configuration or Advising Technologies that require Sean or Gaye's approval (for example, changing Navigate scheduler so students can schedule with advisors 24 hours in advance instead of 48)
        • Tier 4 - tickets escalated to Navigate Tech. Support, Navigate Tech Support <navigatetechsupport@eab.com>
          • for example, a Care Unit needed to be created/edited or a user needed access to another group such as athletics