Centrix Service Desk

Background

We introduced the Service Desk in March 2016 as a way to more formally track and monitor requests made by our customers, with the following specific goals;

• Ensure all requests are logged and tracked in our central planning system, to create a single source of truth
• Allow requests to be immediately dealt with by the relevant person or team
• Allow users to track the status of their requests, both current and historic
• Enable us to track the status of all user requests against internal targets
• Promote interaction and collaboration with all our users

Types of request

Any type of request can be submitted through the Service Desk, however we have provided specific templates for the following service requests;

Development

New feature request
Request a new feature or improvement to Centrix / share your ideas

Report a bug
Report a bug, fault or issue you have observed with the system

Service

Ask a question
Ask us something about Centrix

Request new site
Request a new site or logger to be added to the system (subject to applicable license)

Request a new account
Request a new user account to be added to Centrix

Workflow

The Service Desk has been implemented to provide short-term workflow and tracking to service requests.

If we can resolve the request immediately then the request will be marked as Resolved with a relevant resolution type (e.g. Service Delivered).

If the request requires further work to be planned (e.g. A feature request or bug report) then we will create a new Story, Bug or Improvement and mark the request as Resolved with a relevant resolution type (e.g. Story Created).

Further updates made to any associated items won't trigger any update to the original request, please refer to our release notes for details of the items that we have included in a release.

We will review the process for long-term requests in the future.

My service desk

You are required to create a service desk account before you can submit any requests.

If you send an e-mail to the service desk address an account will be automatically created and you will be e-mailed details of how to set your username and password.

You can login to your service desk account at any time through the link at the top of this page to review your open requests or make new requests.