FAQ SyRa

 Will SyRa replace Service One? Will BMC Helix still be in use?

Yes, SyRa will replace Service One. 
BMC Helix is the solution behind SyRA/ServiceOne and will be used with SyRA as well. 
On August 30th, Syensqo will have its own IT/ESM platform, end-users can connect to SyRA platform only, while the IT communit will be able to use SmartIT and Business Workflows for GBS. All the new links and information to connect will be shared in details in an upcoming communication before the go-live.

What will happen to existing or open Service One tickets?

Open tickets from Service One will be migrated to SyRa, you will not need to recreate them. 
However, as communicated earlier, in anticipation of the go-live, we strongly advise you to anticipate any requests you might have before the freeze period (from August 22nd to August 29th), and to postpone any non-urgent request until SyRA platform is live (August 30th)

 Will we still have access to old (historical) tickets from Service One in SyRa?

Yes historical tickets will be available on demand and in read only. The process to request access will be described and shared with all endusers

How do I escalate a ticket in SyRa if it's not progressing or is critical?

As soon as a user adds a note to a ticket, it will be flagged for the HelpDesk or Assigned support group attention.  The attention flag will also be automatically used as soon as that the SLAs are breached

 Will users be able to see ticket progress or SLA status?

Yes, SyRa will include a progress bar and SLA visibility to reduce confusion

Can users favorite or mark frequently used requests?

Yes. As shown during the demo, and also explained in the Service Catalog tutorial (LINK), SyRA offers the possibility to flag a request as favorite, which will then appear in your homepage, allowing for a custom homepage for the user, to ensure efficiency 

Will the help desk open a new ticket if the user opens the wrong one?

Yes, we aim our processes to be User Centric, so the HelpDesk will open the right ticket and/or redirect the existing one on your behalf without requiring additional action from your end

How will live chat work? Will users be able to talk directly to an agent ?

Yes, a live chat link is available on the SyRA platform through the "GBS & IT Contacts" page which will allow to talk directly with an IT agent 

Can we clone existing tickets for fast re-creation?

Yes, you can go to your active or past tickets and click on the "Request Again" button which will create a new ticket that is already prefilled with the same information you provided in the previous one

Will agents be penalized if tickets are reopened close to SLA breach ?

When a ticket is reopened, the SLA timer restarts from the moment of reopening, which increases the risk of exceeding the SLA and causing a breach. It's therefore essential to ensure the issue is fully resolved before closing the ticket.
Additionally, some SLA frameworks include an objective related to the ticket reopening rate, aiming to keep it as low as possible. A high reopening rate may indicate insufficient quality in the initial resolution.

If my issue is not listed under the drop down list in the incident request, how do I submit?

There is a possiblility to chose the "other" option in each drop down list. However, please ensure your issue is indeed not available in the dropdown list before selecting "Other" and provide a detailed description of your issue in the free field. This will help ensure that the agent can provide the proper support you need as efficiently as possible.

Is the new catalog simpler and more intuitive than Service One?

Yes, the catalog has been completely reviewed for Syensqoto be less confusing for the end user and easier to navigate. The requests have been reduced by 25% with 250 requests removed, and the categories have also been reorganized to allow for only 5 main categories to guide the user, as you can see in the Catalog page.

Will the catalog items still be dropdown-based?

The catalog has been simplified with fewer fields to fill in to increase user efficiency. Some of the catalog are indeed dropdown based when it is the simpler approach

How were items selected for removal from the catalog? Can we request their return?

Items were reviewed with the Service Owners based on usage and value. You can request reinstatement if something essential is missing

Is the system searchable in languages other than English?

English is the default, but support for additional languages is being evaluated

Will I be able to search full ticket text like in Freshdesk, not just titles?

Full-text search will be available in SyRa.

Can users see who the ticket is assigned to (installer, approver, etc.)?

The full detailed view of the the tickets assignment is visible on the IT view of SyRA (BMC Helix SmartIT)