What is the LAUSD Service Management console?

The LAUSD Service Management console is the interface dedicated to support-staff users in the Online Service Request System.

The LAUSD Service Management console is commonly known as Remedy with Smart IT and it can be accessed at  https://lausd-smartit.onbmc.com

Click here for support if you are experiencing issues with the LAUSD Service Management console (Remedy with Smart IT - https://lausd-smartit.onbmc.com).

Back to Question 1
 

Who can access the LAUSD Service Management console?

Anyone who belongs to a support group and has an active LAUSD SSO (Single Sign-On) account. Including current LAUSD employees and contractors. Individuals without an active LAUSD SSO account cannot access the LAUSD Service Management console.

What is the difference between the LAUSD Service Catalog and the LAUSD Service Management console?

1. The LAUSD Service Catalog is:
   • Commonly known as Remedy MyIT.
   • The LAUSD Service Catalog is a one-stop portal for end-users to submit requests and find self-help resources.
   • The LAUSD Service Catalog can be accessed at https://lausd-myit.onbmc.com.
2. The LAUSD Service Management console is:
   • Commonly known as Remedy with Smart IT.
   • The LAUSD Service Management console is the interface dedicated to support-staff users in the Online Service Request System.
   • The LAUSD Service Management console enables support group members to create and update a variety of fulfillment records. Including Incidents, Work Orders, Tasks, Change requests, Knowledge articles and more. 
   • The LAUSD Service Management console can be accessed at https://lausd-smartit.onbmc.com.

Back to Question 3
 

Which Remedy interface am I supposed to use if I am a support group member?

If you are a support group member then you have to use the LAUSD Service Management console commonly known as Remedy with Smart IT - https://lausd-smartit.onbmc.com.

Can I be logged-in to the LAUSD Service Management console in several places?

No. The LAUSD Service Management console will require you to log out of each session before starting a new session.If users try to log in from more than one location/machine, they will receive this error message:

"User is currently connected from another machine ARERR 9093. Do you wish to override?"

If you want to override the previous log in, click the confirmation to override. Sometimes, the browser will not perform as expected, and you will receive this error message in error. At this point, it is best to completely exit from the system and try logging in again.

Back to Question 5

Is the former Online Self-Service interface still available?

The legacy Online Self-Service interface (commonly known as Remedy at https://lausd.onbmc.com) started redirecting users to the new LAUSD Service Catalog (https://lausd-myit.onbmc.com) on October 2nd, 2017.

Are issues experienced in the legacy interface supported?

Issues with the LAUSD Service Management console while being accessed through the legacy interface (https://lausd.onbmc.com) are not supported since October 2nd, 2017.

How do I get support if I am experiencing issues with the LAUSD Service Management console?

You can request support if you are experiencing issues with the LAUSD Service Management console (Remedy with Smart IT - https://lausd-smartit.onbmc.com) by:

• Calling the IT HelpDesk at 213 241 5200
• Submitting an online request for Software Application Technical Support (choose "LAUSD Service Management" for the application name). Click here to request support.

Back to Question 8
 

How do I access the LAUSD Service Management console?

The LAUSD Service Management Console can be accessed through any web browser (Firefox, Chrome, Internet Explorer, Edge, Safari, etc.):

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.

Back to Question 9
 

How do I access the LAUSD Service Management console on mobile devices?

Now you have two options for accessing the LAUSD Service Management Console (commonly known as Remedy with Smart IT) on your mobile devices:

1. Access the console using the web browser in your iPhones/iPads and Android mobile devices at https://lausd-smartit.onbmc.com
2. Install the mobile application on your mobile device.
   Follow the links below to learn how to install and set up the LAUSD Service Management application in your mobile device:
   • Installing the LAUSD Service Management mobile application for iPhones/iPads
   • Installing the LAUSD Service Management mobile application for Android

   The mobile application gives you the benefit of receiving push-notification on your mobile device lock screen.

Accessing the LAUSD Service Management console on your iPhone/iPad

The LAUSD Service Management console (commonly known as Remedy with Smart IT) can be accessed directly from a web browser on your iPhone or iPad:

1. Open a web browser on your iPhone or iPad.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your full LAUSD email (jane.doe@lausd.net) and password.

Back to Question 11
 

Accessing the LAUSD Service Management console on your Android device

The LAUSD Service Management console (commonly known as Remedy with Smart IT) can be accessed directly from a web browser on your Android device:

1. Open a web browser on your Android mobile device.
2. Go to https://lausd-smartit.onbmc.com.
3. Sign-in using your full LAUSD email (jane.doe@lausd.net) and password.

Back to Question 12
 

Installing the LAUSD Service Management console on your iPhone/iPad

The instructions below will guide you on how to set up the latest version of the LAUSD Service Management mobile application commonly known as Remedy with Smart IT.

1. Prepare
   1. Start by uninstalling the mobile application if it was downloaded before January 3rd, 2020.
2. Download
   1. Launch a web browser on your iPhone/iPad.
   2. Go to the link shown below to download the latest version of the mobile application: https://mobileapps.lausd.net/download/servicemanagement
   3. Tap on the Download button
   4. Tap on Install for:
      “mobileapps.lausd.net” would like to install “LAUSD Service Management”
   5. Wait a moment as the application gets downloaded and properly installed.
3. Set up
   1. Go to your iPhone/iPad Settings
   2. Go to General
   3. Select Device Management Los Angeles Unified Sc…
   4. Select Los Angeles Unified School District for ENTERPRISE APP
   5. Tap on Trust “Los Angeles Unified School District”.
   6. Select Trust for:
      Trust “iPhone Distribution: Los Angeles Unified School District” Apps on this iPhone Trusting will allow any app from this enterprise developer to be used on your iPhone and may allow access to your data. The Service Management app should be verified.
   7. Close the Settings screen.
   8. Launch the Service Management mobile application.
   9. Select Accept if you agree with the Terms and Conditions.
   10. Type in lausd-smartit.onbmc.com for the Host.
   11. Leave the Port blank.
4. Sign in
   1. Sign-in using your LAUSD email (e.g. jane.doe@lausd.net) and password.
   2. Wait a moment as the application data gets updated.

Back to Question 13
 

Installing the LAUSD Service Management console on your Android device

The instructions below will guide you on how to set up the latest version of the LAUSD Service Management mobile application commonly known as Remedy with Smart IT.

1. Prepare
   1. Start by uninstalling the mobile application if it was downloaded before January 3rd, 2020.
2. Download
   1. Launch a web browser in your Android device.
   2. Go to the link shown below to download the latest version of the mobile application: https://lausd-smartit.onbmc.com/smartit/download/
   3. Tap on the Install Smart IT Android button.
   4. Tap on OK for:
      “This type of file can harm your device. Do you want to keep Smart_IT.apk anyway?”
3. Set up
   1. Tap on Open for the Smart_IT.apk.
   2. Tap on INSTALL for:
      “Do you want to install this application? It does not require any special access.”
   3. Tap on Open after the App has been installed.
   4. Launch the Service Management mobile application
   5. Select Accept if you agree with the Terms and Conditions.
   6. Type in lausd-smartit.onbmc.com for the Host.
   7. Leave the Port blank.
4. Sign in
   1. Sign-in using your LAUSD email (e.g. jane.doe@lausd.net) and password.
   2. Wait a moment as the application data gets updated.

Back to Question 14
 

What do the different ticket ID prefixes (REQ, WO, INC) mean?

End-users access the LAUSD Service Catalog (https://lausd-myit.onbmc.com) to request services. Every request submitted for or by end-users gets a Service Request ID (REQ). Every Service Request spans its corresponding fulfillmet ticket automatically.

Fulfillment tickets exist to enable support agents with the appropriate management process to repond to customer's requests. Thus, each ticket type represents a fulfillment process.

For instance, Work Order (WO) represent the process for completing proactive actions to fulfill a customer's request. Incidents (INC) represent the process for performing reactive actions in order to restore a service. Such as fixing an asset or resuming a user's access to an environment, etc.

Why does the customer have a different number from the support-staff for a given Incident?

End-users access the LAUSD Service Catalog (https://lausd-myit.onbmc.com) to request services. Every request submitted for or by end-users gets a Service Request ID (REQ). Every Service Request spans its corresponding fulfillmet ticket automatically. Fulfillment tickets exist to enable support agents with the appropriate management process to repond to customer's requests.

For instance, if an end-user requests having his or her W2 information updated by payroll personnel then a Work Order (WO) ticket gets created along with the Service Request ID (REQ). The Work Order gets assigned to the appropriate payroll support group for fulfillment. Another scenario may involve an end-user having issues with his/her computer. In that case an Incident (INC) ticket gets created along with the Service Request ID (REQ).

Notice that end-users only have access to their Service Request ID (REQ). Support staff users in the other hand manage customer's requests through Incidents (INC) or Work Orders (WO).

End-user view:

Support Staff view:

Back to Question 16
 

Can I search for an Incident by its corresponding Service Request ID?

Support-Staff users can filter the LAUD Service Management Ticket console to see Incidents/Work Orders by Service Request ID. The Service Request ID is the ticket number given (shown) to the customer.

Notice that each Service Request has a fulfillment ticket (Incident or Work Order) regardless of which ticket type was submitted first. For example, if an Onsite Services group member submits an Incident it automatically gets a Service Request ID related to it. Or if a teacher submits a Service Request it automatically gets a fulfillment ticket (Incident or Work Order) related to it.

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Console > Ticket Console
5. Click on Filter.
6. Click on Ticket Type
7. Check on Service Request
8. Remove the Assigned Group filter if necessary.
9. Click on Apply.

Back to Question 17
 

Can I search for an Incident or Work Order by Submitter?

Support-Staff users can filter the LAUD Service Management Ticket console to see Incidents/Work Orders by submitter. The submitter is the person who created the ticket.

Notice that at times the submitter and customer may be two different people. For example, an Onsite Services group member submits an Incident on behalf of a teacher. In this scenario the teacher is the customer (Requested For) and the Onsite Service group member is the submitter (Requested By).

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Console > Ticket Console
5. Click on Filter.
6. Scroll down and click on Submitter
7. Type the submitter name in the Search for  site box. For example, "Jose Gonzalez".
8. Select the correct submitter from the suggestions showed.
9. Remove the Assigned Group filter if necessary.
10. Click on Apply.

Back to Question 18
 

Can I export my search results to an Excel file?

Reports can be created and published in a variety of formats (CSV, PDF, Text, XLSX). Submit a Work Order to have the Remedy support group create a report based on your query qualifications.

Access to the reporting tool (Smart Reporting) is view only now.

How do I send an email with details about an Incident or Work Order from the LAUSD Service Management console?

The LAUSD Service Management console enables support-staff users with email functionality to share details about ticktes. Sending an email through the ticket detailed view provides various benefits:

• Ticket information is automatically attached with the email.
• The email is sent through the Smart IT email client and does not include support-staff personal email address.
• Emails sent through the ticket view are recorded in the Activity work notes.
• As long as the subject line is not changed, when a recipient replies to the email, it is also recorded in the Activity work notes.

Use the following instructions to email a ticket within the LAUSD Service Management console.

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Find and access the ticket.
5. After opening the detailed view of the ticket, click the curved arrow icon near the ticket title.
6. Select "Email this Incident/Work Order/Change".
7. Click on "TO:" to activate the recipients entry box.
8. Type in the recipient(s) email address.
   Or you can select recipients by pressing the Down-Arrow on your keyboard to choose from people involved in the ticket.
9. Compose the message
10. Click Send when finished.

The email message is logged as an Activity Note of the ticket. In other words it becomes part of the ticket history.

Download PDF instructions here.

Back to Question 20
 

How do I search for Incidents/Work Orders by location?

Support-Staff users can filter the LAUD Service Management Ticket console to see Incidents/Work Orders by location. Notice that requests are submitted for people (customer). Incidents/Work Orders refer to the customer's location.

Follow the steps below:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Console > Ticket Console
5. Click on Filter
6. Scroll down and click on Site
7. Type the location name in the Search for site box. For example, "Harvard".
8. Select the correct site from the suggestions showed.
9. Remove the Assigned Group filter if necessary.
10. Click on Apply.

Back to Question 21
 

How can I see who has initiated an incident if it wasn’t the customer?

The Submitter of an Incident can be viewed by checking the Activity Log on the right-hand side of the ticket.

Is there a way to find out who modified an Incident or Work Order?

Yes, follow the steps below to check in the Activity Log for past updates:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Find and access the ticket (Incident or Work Order).
5. Check in the Activity Log area on the right-hand side of the ticket.

Back to Question 23
 

How can I look up Tasks and the work done on Tasks?

Support-Staff users can filter the LAUD Service Management Ticket console to look up Tasks and the work done on those Tasks. Follow the steps below:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Console > Ticket Console
5. Click on Filter.
6. Click on Ticket Type
7. Check on Task
8. Remove the Assigned Group filter if necessary.
9. Click on Apply.
10. Once the task is open, check the Activity Log on the right-hand side of the Task to see past updates.

Back to Question 24
 

Can I create reports in the LAUSD Service Management console?

Submit a Work Order to have the Remedy support group create a report based on your query qualifications.

Access to the reporting tool (Smart Reporting) is view only now.

Back to Question 25
 

How do I access the LAUSD Service Management reporting tool?

If you are a support-staff user then follow the steps below:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Reports (from the black navigation bar).

Access to the reporting tool (Smart Reporting) is view only now.

If you need a new report, then submit a Work Order to have the Remedy support group create a report based on your query qualifications.

Back to Question 26
 

How do I view Incidents/Work Orders closed by my support group?

Support-Staff users can filter the LAUD Service Management Ticket console to view Incidents or Work Orders closed by their support group. Follow the steps below:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Console > Ticket Console
5. Click on Filter.
6. Scroll down and click on Assigned Group
7. Type the support group name in the "Search for a group" box. For example, "Onsite Services".
8. Select the correct support group from the suggestions showed.
9. Remove or add other Assigned Groups as needed.
10. Scroll down and click on Status.
11. Check on All Closed.
12. Click on Apply.

Back to Question 27
 

How do I set the Ticket Console to display Tasks assigned to me?

Support-Staff users can create "Preset Views" of the LAUD Service Management Ticket console to display Tasks assigned to them. Follow the steps below to create a preset view that only displays Tasks assigned to you:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Console > Ticket Console
5. Click on Filter.
6. Click on Ticket Type
7. Check on Task
8. Scroll down and click on Assignee
9. Uncheck any support groups previously selected under the Assigned Group filter as needed.
10. Click on Apply.
11. Press the orange Save as Preset button on the right-hand side of the Ticket Console.
12. Enter a name for your preset view in the Preset Name field. For example "Jose's Tasks".
13. Press the orange Save Preset button.

Back to Question 28
 

How do I know what fields are required when creating a ticket?

Fields followed by the label (Required) must be filled out before you are allowed to submit the ticket.

A warning message detailing the amount of missing fields is displayed at the bottom of the screen if you leave any required fields blank when you attempt to submit the form.

Back to Question 29
 

What are the various Work Order Status states and Status Reasons?

The Work Order Lifecycle includes several statuses or states. When a work order enters a status, a status reason can be included. Status reasons are available for some work order statuses, but not all.

Back to Question 30
 

What is the difference between a Work Order and an Incident?

Incidents are meant for reporting the interruption of services with the purpose of restoring such services as briefly as possible. Work Orders are created to have new services created or to update existing services. Read more here.

Back to Question 31
 

Can I submit a "service request" on behalf of another LAUSD employee?

Yes. The LAUSD Service Catalog makes it easy for you to submit "service requests" on behalf of other LAUSD employees. Follow the steps below to submit a service request on behalf of someone else:

1. Launch a new web browser session.
2. Go to https://lausd-myit.onbmc.com.
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Select the service request of your interest (for example: School/District Office Technology).
5. Click on ✐Edit next to Request for:[your name].
6. Click on the Search for people textbox.
7. Type the name of the employee in the textbox.
8. Allow a few seconds for the search results to populate.
9. Select the appropriate employee profile.
10. Complete all required answers left for submission.

Back to Question 32
 

I cannot access the LAUSD Service Management console. Why?

The LAUSD Single Sign On(SSO) username and password are used to grant users access to the LAUSD Service Management console. There is a couple of actions you can take to resume access:

• Review your SSO account status:
  • Check if your SSO password is currently expired.
  • Click here to reset your SSO password.

OR

• Contact the help desk for assistance:
  • Chat live with a support agent.
  • Reach out to the IT Helpdesk Call Center at 213 241 5200.

Back to Question 33
 

Can I create an Incident or Work Order for a person that is not in the system?

Yes. This is an issue with the HR Mega file. If they are a new employee, or other user, you can create the ticket with yourself as the requestor, putting the requestors name and contact information in the Contact field.

Back to Question 34
 

Why am I unable to save/submit an Incident or Work Order?

There are a number of issues that could prevent you from saving/submitting an Incident or Work Order:

• You may be missing required fields in the form.
• Your account may not be setup properly. In this case, you can:
  • Contact the IT HelpDesk at 213 241 5200.
  • Submit a service request for Software Application Technical Support (choose "LAUSD Service Management" for the application name). Click here to request support.

Back to Question 35
 

What do the various Incident Relationship types mean?

There are seven different Relationship types:

1. Original of You identify an Original incident and associated all the other as Duplicate (Parent-Child Relationships) i.e. if you have a network issue, the 1st one will be defined as Original, other will be Duplicate Of.
2. Duplicate of Opposite to Original (If A is Original of B, B is Duplicate of A).
   * If the relationship is Duplicate of, these tickets cannot be updated (you will work only on the Original). As soon as the Original Incident is Resolved, the Duplicate of incidents are pushed to Resolved.
3. Caused Incident A is the cause of Incident B (example: don't have access to mail ==> due to network Issue).
4. Caused by Opposite to Caused (If A is Caused of B, B is caused by A).
5. Resolved Solving Incident A solve Incident B.
6. Resolved by Opposite to Resolved Incident B is resolved by A.
7. Related to Used for other relationships between 2 incidents (for instance to investigate the two in at the same time).

Back to Question 36
 

Can you have multiple incidents open on the screen at one time?

Yes, you can open multiple tabs/windows. Press the Shift key and then click a record entry in the console or in any search results table, the record opens in a second window. Also, if you hold the Shift key and click a link, button, and so on, the form or dialog box associated with the link or button opens in another window.

Back to Question 37
 

Can’t save an Incident that is assigned to themselves, if it is in the NEW or ASSIGNED status.

The Incident must have the status of “In Progress” or “Pending” to be assigned to yourself.

Back to Question 38
 

Can I assign an Incident or Work Order to someone, if I don’t know their Support Group?

Yes. Clear the Assignee Group field and enter the full or partial name in the Assignee field and press Enter.

1. This will fill in the assigned group if there is one match.
2. If there are multiple matches for the person or that person is in more than one group, it will bring up a selection screen.
3. Pick the group you wanted and click Select.
4. And the system will fill in your selection.

Back to Question 39
 

Can I reassign an Incident or Work Order to another group without using the menus?

Yes. Clear the Assign Group field, then start typing the name of the Support Group you want to assign to in the Assigned Group field.

The system will display a list of groups that match what you are typing. Select your desired group from this list by clicking on it.

Back to Question 40
 

How do I add Work Notes to an Incident or Work Order?

Support-Staff users can use the LAUD Service Management console to add Work Notes to any type of ticket (Incidents, Work Orders, Tasks, Service Requests, Change Requests).

By default, Activity Notes submitted by support-staff users can only be seen by other support-staff users. Additionally, support-staff members can add Activity Notes visible to the customer if needed. Follow the steps below to learn how to add Activity Notes in both scenarios:

• Submitting Activity Notes only visible to support-staff users:

  1. Launch a new web browser session on your computer.
  2. Go to https://lausd-smartit.onbmc.com
  3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
  4. Go to Console > Ticket Console
  5. Find the ticket (Incident, Work Order, Task, Change Request) to which you are going to add a Work Note.
  6. Access the ticket and go to the Activity Log on the right-hand side
  7. Click on the Add a note field.
  8. Type the work information update in the Add a note field. For example: "Waiting for supplier response for computer part".
  9. Press the orange Post button.
     -

• Submitting Activity Notes visible to the customer (end-user):

  1. From a fulfillment ticket(Incident, Work Order, Task, Change Request):
     1. Launch a new web browser session on your computer.
     2. Go to https://lausd-smartit.onbmc.com
     3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
     4. Go to Console > Ticket Console
     5. Find the ticket (Incident, Work Order, Task, Change Request) to which you are going to add a Work Note.
     6. Access the ticket and go to the Activity Log on the right-hand side
     7. Click on the Add a note field.
     8. Type the message for the customer in the Add a note field. For example: "Are you available today?"
     9. Check on Public (below the "Add a note" field).
     10. Press the orange Post button.
         -
  2. From a Service Request (REQ):
     1. Launch a new web browser session on your computer.
     2. Go to https://lausd-smartit.onbmc.com
     3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
     4. Go to Console > Ticket Console
     5. Find the Service Request to which you are going to add a Work Note.
     6. Access the ticket and go to the Activity Log on the right-hand side
     7. Click on the Add a note field.
     8. Type the message for the customer in the Add a note field. For example: "Is your iPad working now?"
     9. Press the orange Post button.

Back to Question 41
 

How do I share information about an Incident or Work Order with the customer?

The LAUSD Service Management console enables support-staff users with two options for communicating with customers:

1. Sending an email to the customer from the ticket view:
   • See question 20. How do I send an email with details about an Incident or Work Order from the LAUSD Service Management console?
   • Go to "Send an Email to the Customer within Remedy" PDF instructions.
2. Submitting an Activity Note visible to the customer:
   • See question 41. How do I add Work Notes to an Incident or Work Order?
   • Go to "Add Notes in the Activity Notes for the Customer to View" PDF instructions

Back to Question 42
 

How do I email details about a ticket to the Requester from the LAUSD Service Management console?

The LAUSD Service Management console enables support-staff users with email functionality to share details about ticktes. Sending an email through the ticket detailed view provides various benefits:

• Ticket information is automatically attached with the email.
• The email is sent through the Remedy with Smart IT email client and does not include support-staff personal email address.
• Emails sent through the ticket view are recorded in the Activity work notes.
• As long as the subject line is not changed, when a recipient replies to the email, it is also recorded in the Activity work notes.

As mentioned in question 18 (Can I search for an Incident or Work Order by Submitter?). The submitter is the person who creates a ticket. At times the submitter and the customer may be two different people. For example, an Onsite Services group member submits an Incident on behalf of a teacher. In this scenario the teacher is the customer and the Onsite Service group member is the contact (submitter).

Use the following instructions to email details about a ticket to the Requester:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Find and access the ticket.
5. After opening the detailed view of the ticket, click the curved arrow icon near the ticket title.
6. Select "Email this Incident/Work Order/Change".
7. Click on "TO:" to activate the recipients entry box.
8. On your keyboard, press the Down-Arrow key to get a list of people involved in the ticket.
9. Select the Contact.
10. Optional: Select the Customer to send the same message to the customer.
11. Compose the message
12. Click on Send when finished.

The email message is logged as an Activity Note of the ticket. In other words it becomes part of the ticket history.

Download PDF instructions here.

Back to Question 43
 

What happens when a user (customer, contact, support-staff) replies to an email sent from the LAUSD Service Management console?

Email messages sent using the "Email this [Incident/Work Order/Change]" function in the LAUSD Service Management console are logged as Activity Notes of the ticket they were sent from. The same applies when a user (customer, contact, support-staff) replies to one of these emails. The email received updates the ticket (Incident, Work Order, Service Request, Change Request) creating a new Activity Note.

Back to Question 44
 

Can I edit a ticket that is not assigned to me?

The LAUSD Service Management console does not allow support-staff users to modfy fulfillment tickets which are not assigned to their support groups.

For instance, Mark is a member of the Onsite Services, Remote Services and Food Services support groups. Mark would be able to modify tickets assigned to any of these support groups; but he would not be able to modify a ticket assigned to the HelpDesk support group.

Back to Question 45
 

Are there limitations on attachments with an Incident or Work Order?

There is a 10MB limit on attachments for each individual attachment. There can be up to 3 attachments per Activity Note in both Incident and Work Order.

The Requester can also provide up to three attachments when creating a request. The Requester can provide 1 attachment to each Activity Note, when updating the Request. There are no file type limitations and there are no limitations on the number of Activity Notes that can be created for an Incident or Work Order.

Back to Question 46
 

When should I use a Task?

Tickets should always be managed by a single group to allow for unity and customer relationship. The same group should manage the ticket from request to completion.

A Task is a unit of work that needs to be completed as a step in resolving a ticket but cannot be done by the assigned Support Member alone.

If the solution to a ticket involves more than one action, procedure, or process, consider dividing the solution into separate Tasks. If the solution to a ticket involves more than one Support Group, instead of reassigning the ticket, simply assign the action as a task under the ticket.

Back to Question 47
 

Can an Incident or Work Order be modified after it has been Closed?

Fulfillment tickets (Incidents/Work Orders) cannot be modified once they are closed. Fulfillment tickets are considered closed after 10 days of having been updated to Resolved status (Incident) or Completed status (Work Orders). This grace period is given to customers (end-users) to re-open their service request if needed.

Nevertheless, the LAUSD Service Management console allows support-staff users to add Activity Notes to any fulfillment ticket that is already closed.

Back to Question 48
 

 Installing the reporting tool (Smart Reporting) on your iPhone/iPad

Follow the instructions below to install Smart Reporting on your iPhone/iPad:

1. Launch a new web browser session on your iPhone/iPad.
2. Go to https://mobileapps.lausd.net/download/smartreporting/
3. Press the Download button.
4. After selecting Install, return to the Home screen and wait for the app to install.
5. To trust Certificate, go to Settings > General > Device Management > Los Angeles Unified School District and click Trust.
6. Do not attempt to launch the application on its own.

The Smart Reporting mobile application can only be launched successfully from the Service Management (Smart IT) mobile application

See How do I access the LAUSD Service Management reporting tool on my mobile device? for more details.

Back to Question 49
 

 Installing the reporting tool (Smart Reporting) on your Android device

Follow the instructions below to install Smart Reporting on your Android device:

1. Launch a new web browser session on your Android device.
2. Go to https://mobileapps.lausd.net/download/smartreporting/
3. Press the Download button.
4. After selecting Install, return to the Home screen and wait for the app to install.
5. To trust Certificate, go to Settings > General > Device Management > Los Angeles Unified School District and click Trust.
6. Do not attempt to launch the application on its own.

The Smart Reporting mobile application can only be launched successfully from the Service Management (Smart IT) mobile application

See How do I access the LAUSD Service Management reporting tool on my mobile device? for more details.

Back to Question 50
 

 How do I access the LAUSD Service Management reporting tool on my mobile device?

There are a couple of conditions that need to be met before attempting to access the reporting tool (Smart Reporting) on mobile devices:

• You have to be a support-staff user (meaning that you are a member of support groups fulfilling requests).
• You must install the Smart IT native application on your mobile device.
  Smart IT is the mobile application to access the LAUSD Service Management console.

1. First install the Smart IT native application on your mobile device.

   The reporting tool mobile application can only be launched from the Smart IT mobile application.
   Follow the instructions below to set up the Service Management mobile application:

   • Installing the LAUSD Service Management console on your iPhone/iPad
   • Installing the LAUSD Service Management console on your Android device.
     .
2. Install the reporting tool (Smart Reporting) on your mobile device.

   Follow the instructions below to set up Smart Reporting mobile application:

   • Installing the reporting tool (Smart Reporting) on your iPhone/iPad
   • Installing the reporting tool (Smart Reporting) on your Android device.
     .
3. Launch the Smart IT native application (installed in step 2) on your mobile device.
4. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
5. Expand the navigation menu.
6. Tap on Reports.

Back to Question 51
 

How do I search for tickets (Incidents, Work Orders, Tasks, Change Requests) by Local District?

Support-Staff users can filter the LAUD Service Management Ticket console to see tickets by Local District (Region). Notice that requests are submitted for people (customer). Incidents/Work Orders/Tasks/Change Requests refer to the customer's Local District.

Follow the steps below:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com.
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to Console > Ticket Console.
5. Click on Filter.
6. Scroll down and click on Local District.
7. Type the Local District name in the search Local District box. For example, "East".
8. (Optional) Remove the Assigned Group filter if necessary.
9. Click on Apply.

Back to Question 52
 

How do I turn off group-assignment email-notifications?

Support-Staff users can turn off email notifications regarding tickets assigned to any of their support groups (support-staff users can be part of several support groups).

Follow the steps below to turn off group assignment notifications:

1. Launch a new web browser session on your computer.
2. Go to https://lausd-smartit.onbmc.com.
3. Sign-in using your LAUSD email address (john.doe@lausd.net) and password.
4. Go to My Profile.
5. Switch to the Login/Access Details tab.
6. Type your SSO username in the Login ID field. 
7. Press the Search button.
8. Switch to the Notifications tab.
9. Expand the Notification Availability drop-down menu.
10. Select "No".
11. Press the Save button.

Back to Question 53