Working with people profiles in Smart IT
People profiles show you basic information about the people in your organization,and provide links to other records that are related to the person. For example, if you open a customer's profile, you will see their contact information, which department they work for, and links to any open tickets, assigned assets, and so on. Every person and asset in your organization has a profile.
Because profile records are linked to other records, you can easily see and understand the connections among people, assets, and the help desk. For example, if you are looking at a People profile and need to get more information about the laptop assigned to the person, you can open the laptop asset profile to discover information identifying the laptop, ownership information, a list of applicable contracts, activities related to the laptop, and more. You can also find records linked to the laptop, such as incidents, change requests, and work orders. From any of those records, you can drill down to discover more information related to your line of inquiry.
People profiles are slightly different for customers and service desk agents. This topic explains how you can work with people profiles in Smart IT.
Customer profiles provide a complete business-context view of the customer by displaying essential information about the person at a glance. This information helps service desk agents more quickly align their service delivery with the customer's needs.
Service desk agents with Contact People Admin permission or Contact People User permission along with Contact Organization Admin or Contact Support Admin permissions can create new customer profiles from Smart Recorder in the universal client. For more information, see Creating a new customer profile from Smart Recorder.
The following information is included in a customer profile:
- The person's name and their role in the organization
- The person's location and contact information. If a supported map license is installed, a map view of the person's physical location is included.
- The customer's timeline view
- The assets assigned to the customer
- Any open tickets currently associated with the customer
- The customer's support group
- Digital Workplace service requests
Service rating and escalations
The customer profile also shows the following service indicators, from which you can judge the sensitivity of the customer:
Shows the average rating for questions the customer answered on service request surveys over the last year. Since the questions can be answered on a scale of 1 to 10 (lowest to highest), the value is divided in half for display on a 5 star scale. For example, an average rating of 8 on survey responses displays as 4 stars in Smart IT.
(average survey response rating)/2
select ratings(*) from the SRM:Survey form
Notes: The system uses the login ID to match the survey answers with the customer profile that is displayed. The value in field ID 7 (the Status field) must be greater than 1 to include results for submitted surveys. Unanswered questions are not considered when the average is calculated.
|Escalations in Last Month|
Shows how well the service desk has met the service level agreements (SLAs) that apply to the customer in the last 30 days. To avoid duplication, incidents and work orders associated with escalated service requests are not counted.
number of escalated service requests + number of escalated incidents (not associated with service requests) + number of escalated work orders (not associated with service requests)
number of escalated service requests =
select(*) from the SRM:Request form
number of escalated incidents (not associated with service requests) =
select(*) from the HPD:Help Desk form
number of escalated work orders (not associated with service requests) =
select(*) from the WOI:WorkOrder form
Note: The SLM_Status values include results where one or more service targets were breached:
2 = Service target breached
3 = All service targets breached
Incidents and work orders:
3 = Service target breached
4 = All service targets breached
Service desk agent profiles
Service desk agent profiles include much of the same essential information as that of customers, and more. The following information is included in a service desk agent profile:
- Open tickets assigned to the agent
- The support groups the agent belongs to
- Knowledge articles the agent has authored
The system also lets service desk agents know when they have successfully completed an assignment.
Keeping people profiles up to date
You can keep the following areas of a people profile up to date directly from the UI:
Updating the profile owner
Open the profile record:
- To open your own profile, click or tap your name at the top of the UI, and from the menu that appears, select My Profile.
- To open a customer's profile, click the customer's name in the ticket, and from the menu that appears, select View Profile.
Locate the Owner section of the profile record, and click or tap the Pencil icon.
The area opens in Edit mode.
Update the required fields, and then click or tap Save.
Adding or changing the profile image
To add or change the profile image, click or tap the Pencil icon at the top left of the profile record beside the name of the person, and then navigate to the location of the image file.