Frequently Asked Questions

 Q:     How do I access the new USD software?

 A:     IT Services has created a new URL for this upgrade:
          https://helpdesk.uwmedicine.org.  

  Q:     Where is the USD documentation located?

 A:     The USD 11.2 documentation is located at:

           https://home.mcis.washington.edu/amcis/USD.asp

  Q:     Will the old USD 5.5 system still be available?  What do I do with
           my open tickets I am working on in the existing USD system?

 A:     The old USD system will remain available to you to review, edit, update,
           and close existing tickets.   No new tickets can be opened in the
           existing system but existing tickets can be worked and closed. 

 Q:     What is the difference between an Incident and Request ticket?

 A:     Incident tickets are used for Break/Fix scenarios.  An Incident ticket
          should be opened when you need to report something that is not working
          properly, or when something is down or broken.

           A Request ticket is used for an increase of existing functionality and is not
          used for Break/Fix events.  A Request ticket should be opened when you
          need to request a service or something new, such as equipment moves or
          project initiations.  

 Q:   Why is there no alpha character prefix for Incident and Request tickets?

 A:     The USD application does not support a separate alpha character for
           Incident and Request tickets.  Change Order tickets are preceded with
           the alpha character of ‘C’ to easily identify Change tickets. 

 Q:     How do I determine the Impact and Urgency or Priority?

 A:       Published definitions for Impact, Urgency and Priority are listed on the
            Service Level Agreement webpage at:

             https://home.mcis.washington.edu/amcis/usd/hd_sla.asp

 Q:   How do I get USD help?

A:     If you need help in using the system or have a problem to report open a
          ticket and assign it to the USD Group.   You can also contact the IT
          Services Help Desk at 206.543.7012 or mcsos@u.washington.edu if
          you require assistance or need to report a problem.  

Q:    How do I find the right category?

 A:    Search for the category by entering a “%” in front of and after what you
          are looking for in the Category field.  If you can’t locate the appropriate
          category search again under the Configuration Items field.  Categories
          will likely need additions or changes.  Look in the USD Usage
          documentation, Search section located at
          https://home.mcis.washington.edu/amcis/USD.asp for additional
          information on how to search.

Q:     How do I get a new category, or new group added or make changes to what is already in the system?

 A:     We are aware there may need to be some corrections and/or additions
          made after people have had an opportunity to use the system.  The
          primary purpose of a category is to facilitate the routing of ticket to the
          correct group.  Please submit a Request ticket in USD and describe
          what you need added or changed.   The Help Desk and USD
          administrator will work with you on your request.  

 Q:      What items get routed to the USD ticket queue?

 A:        Category Management
             Configuration Item Management
             Group Creations / Group Membership
             Notifications
             Template Management
             Enhancement requests
             Scoreboard Query creations         
             Errors and software bugs