:*:]\::Hammey76,.{ENTER} :*:]|::Trudel1{TAB}Peace77,,{ENTER} :*:~~::3369{TAB}{TAB}{TAB}{ENTER} :*:]g]::guesthd{TAB}guesthd{ENTER} :*:]inf::ipfhd87{TAB}patate8{TAB}{ENTER} :*:]hccs::1200882 | CONTACT CENTRE SERVICE (CALL CENTRE) :*:]mcin::1379764 :*:]mcif::1379764 | ECD MISSING - UPDATE CI :*:]gds:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}End User (EU) is to contact SSC IM Support Desk directly via email at ssc.imsupport-soutienalagi.spc@canada.ca :*:]gdp:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}End User (EU) needs to contact his local PSPC It service desk. to https://www.gcpedia.gc.ca/wiki/GCdocsProgram/Day-to-day_User/Contact.ssc.imsupport-soutienalagi.spc@canada.ca :*:]gdo:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}End User (EU) needs to contact his local It service desk. Please refer to this linked page --> https://www.gcpedia.gc.ca/wiki/GCdocsProgram/Day-to-day_User/Contact. Return :*:]ecs::*confirmed; Not related to ECS :*:]opeg:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}EU to contact his local PSD --> http://service.ssc-spc.gc.ca/en/contact/end-user-support Return :*:]opes:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}EU needs to call SSC local service desk. Return :*:]opep:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}EU needs to call PSPC local service desk. Return :*:]opetel:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}EU telecom requests should be initiated at the Department/PSD level.{ENTER}PSD --> http://service.ssc-spc.gc.ca/en/contact/end-user-support Return :*:]opets:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}EU telecom requests and incidents should be initiated at the Department/PSD level for proper troubleshooting steps attempts and documentation of what was performed.{ENTER}{ENTER}EU needs to call SSC local service desk. Return :*:]opetp:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}EU telecom requests and incidents should be initiated at the Department/PSD level for proper troubleshooting steps attempts and documentation of what was performed.{ENTER}{ENTER}EU needs to call PSPC local service desk. Return :*:]opetr:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}This request/incident requires an initial PSD level troubleshooting.{ENTER}This has to first be investigated by PSD.{ENTER}{ENTER}PSD --> http://service.ssc-spc.gc.ca/en/contact/end-user-support Return :*:]opetrs:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}This request/incident requires an initial PSD level troubleshooting.{ENTER}This has to first be investigated by SSC, PSD.{ENTER}{ENTER}EU needs to call SSC local service desk. Return :*:]opetrp:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send *confirmed; Not related to ECS or MTD{ENTER}{ENTER}This request/incident requires an initial PSD level troubleshooting.{ENTER}This has to first be investigated by PSPC, PSD.{ENTER}{ENTER}EU needs to call PSPC local service desk. Return :*:]ressr::Thank you for contacting the Enterprise Service Desk (ESD). ECD Tickets must be resolved by the support group; please include resolution details in the 'Solution' tab and choose the appropriate solution code. If the ticket is not ready to be resolved, please indicate clearly what is expected from the ESD and update the status accordingly.{ENTER}{ENTER}-----------------------------------------------------------------------{ENTER}{ENTER}Nous vous remercions d’avoir communiqué avec le Bureau de service d’entreprise (BSE). Les demandes de dépannage du Bureau de contrôle d’entreprise (BCE) doivent être résolues par le groupe de soutien. Veuillez indiquer les détails concernant la résolution sous l’onglet « Solution » et choisir le code de solution approprié. Si la demande de dépannage n’a pas encore été résolue, veuillez indiquer clairement vos attentes par rapport au BSE et mettre à jour l’état d’avancement de la demande en conséquence. :*:]gah::Please develop the habit of looking for your own answers in the knowledgebase as your first go to. :*:]srpt::From the Tab - named: Service Desk Agent{ENTER} From the Portlet - named: Service Requests Pending Triage :*:]w1::SR is already Resolved/Closed :*:]w2::ESD Update- Aging Ticket Review: Parent SR CLOSED :*:]w3::No further action can be taken on this WO as the parent SR is CLOSED. Changing WO status to COMPLETED :*:]wl:: Send e Sleep 175 Send {tab}{tab} Send ESD Update- Aging Ticket Review: Parent SR CLOSED Sleep 175 Send {tab}{tab}No further action can be taken on this WO as the parent SR is CLOSED. Changing WO status to COMPLETED Return :*:]bcim::THIS IS A BROADCAST MESSAGE TO ALL ESD AGENTS:{ENTER}No need to reply to this message{ENTER}We need everyone to be ready on GREEN for the moment while we deal with the problems with ICE{ENTER}All hands on deck! :*:]eam::Please look at my Teams message. :*:]]::XXX.XXX.XXX.XXX :*:]pr::ESD - Peer Reviewed :*:]-:: SendInput {Shift Down}{Left}{Left}{Left}{Left}{Shift Up}^{b} Return :*:]cwapr:: ( Please call the user back and ask for their userid for CWA please. Based on your notes, I am not able to eliminate the possibility that this would be a mainframe account password reset. We want to make sure. ) :*:]smll::Single EU Affected; Minor LOW LOW Priority :*:]rl::Reviewed, Log is saved, please proceed. :*:]altpa::just a moment please.. I am considering an ALT PA... :*:]npnm::NON-CBAS, partial; MEDIUM OVERALL internal PRIORITY :*:]+w::Q: Have you asked your TL/SL if there were other tickets you could work on? Did you know There lots of work that stills needs your attention. :*:]+ip::IP Addresses redacted - please contact the reporter to obtain them :*:]stars::************************************************************ :*:]hash::############################################################ :*:]mirrored::\\\\\\\\\\\\\\\ MIRRORED from xxxPASTExxx /////////////// :*:]mirrorend::////////////// END ORIGINAL MIRRORED DATA \\\\\\\\\\\\\\ :*:]nrp::Note: Please pay attention to your NOT READY % number which should be kept below 30% when you are on calls. :*:]nra::can I get you to check with everyone NOT READY to see if some of them should be on GREEN? :*:]nri::can I get you to be on GREEN if you're not currently working on HIGH or Critical? :*:]yht::Did you have time to read the email? :*:]refresh::Please refresh your caller. It's been more than 2 minutes on HOLD. :*:]+b::Hi, please notify me when you return from break. Please remain on ICE status 'Project' until I call you. :*:]+c::Hi, please notify me after your call is done and your ticket is completed. Please remain on ICE status 'Project' until I call you. :*:]+rtc::Hi, please let me know if you are good and ready to take my call. :*:]shot::(You can use the following keyboard shortcut to quickly grab a screenshot --> WIN + SHIFT + S) :*:]shds::Can you paste your Designated Site Lookup Screen?{Enter}(You can use the following keyboard shortcut to quickly grab a screenshot --> WIN + SHIFT + S) :*:]ss]::schedulesecurity :*:]cic::Changed CI to XXXXXXXXX | CIxDESCRIPTION :*:]apci::as per interested parties for CI XXXXXXXXX | CIxDESCRIPTION :*:]ape::as per CI interested parties for 1200747 | ENTERPRISE SERVICE DESK SERVICE :*:]np::Not Provided :*:]eno::ESD Update - Email notification sent to Oversight :*:]sb:: ( Please note that you need approval if you are taking a longer lunch. Reminder: Lunch should be 30 minutes, + 2 X 15 minutes break for a regular 7.5 hour shift. We expect to see 30 minutes for lunch and 30 minutes as the combination of your two 15 minute breaks. ) Return :*:]si:: ( Agents are expected to change their status using the appropriate ICE codes when leaving or coming back from break or Lunch. ) Return :*:]spb::Please Note: Agents on project work are still required to change their status to either Lunch or Comfort Break when taking their breaks. :*:]sab::Please Note: Agents are required to change their status to either Lunch or Comfort Break when taking their breaks. :*:]tap::we refer them to Call TBS help desk  for any TAP application issues at 613-995-0000 :*:]rdt::reportdate > trunc (sysdate) :*:]mpea:: The ESD MPEs (minimum performance expectations) is currently set for all agents to be able to process a minimum of 4 tickets/hour. You are currently showing xx tickets per hour based on xx total tickets process divided by the usual 7.5 hour shift. Although you are currently not meeting this expectation, I think you will soon be able to meet this expectation xAGENTx! You can do it! :*:]t:: SendInput %A_Hour%:%A_Min% Return :*:]d:: SendInput %A_YYYY%-%A_MM%-%A_DD% return :*:]fdt:: SendInput %A_YYYY%-%A_MM%-%A_DD% %A_Hour%:%A_Min% return :*:]cccu::Correct Contact Card Usage :*:]qfu::Please let me know if you have questions as a follow-up. :*:]appnoncbas::Application xAPPPx is NON-CBAS :*:]appcbas::Application xAPPPx is CBAS :*:]+ndsite::NON_DESIGNATED_SITE :*:]+dsite::DESIGNATED_SITE :*:]pe:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Send {tab}{tab} Return :*:][pe:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send PA reviewed{ENTER}CI appropriate for the reported issue Return :*:[pe:: Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send PA reviewed{ENTER}CI appropriate for the reported issue Send {tab} Send e Sleep 200 Send {tab}{tab} Return :*:]+smll:: Send e Sleep 200 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 200 Send {tab}{tab} Send Single EU Affected; Minor LOW LOW Priority Return :*:]eu:: SendInput ESD UPDATE - %A_Hour%:%A_Min% - Return :*:]+eu:: Send e Sleep 200 Send {tab}{tab} SendInput ESD UPDATE - %A_Hour%:%A_Min% - Return :*:[+eu:: Send e Sleep 200 Send {tab}{tab} SendInput ESD UPDATE - %A_Hour%:%A_Min% - Return :*:]gcnds:: Send e Sleep 175 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 175 Send {tab}{tab}GCNET, FULL, NON-DESIGNATED_SITE{Enter}PA MEDIUM Return :*:]lnd:: Send e Sleep 175 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 175 Send {tab}{tab}LEGACY NETWORK, FULL, NON-DESIGNATED_SITE{Enter}PA MEDIUM Return :*:]lds:: Send e Sleep 175 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 175 Send {tab}{tab}LEGACY NETWORK, FULL, DESIGNATED_SITE{Enter}PA HIGH Return :*:]nds:: Send e Sleep 175 Send {tab}{tab} Send ESD - Peer Reviewed Sleep 175 Send {tab}{tab}NETWORK down @ NON-DESIGNATED_SITE{Enter}PA MEDIUM Return :*:]gcd:: Send e Sleep 175 Send {tab}{tab}ESD - Peer Reviewed Sleep 175 Send {tab}{tab}GCNET, FULL, DESIGNATED_SITE{Enter}PA HIGH{Enter}IC ACTIVATION REQUIRED Return :*:]ass:: Send e Sleep 175 Send {tab}{tab}ESDUPDATE - %A_Hour%:%A_Min% - Assigning to xxxSSCxSSRxGROUPxxx Send {tab}{tab} Sleep 175 Send as per interested parties for ci XXXXXXXXX | CIxDESCRIPTION Return :*:[ass:: Send ESDUPDATE - %A_Hour%:%A_Min% - Assigning to xxxSSCxSSRxGROUPxxx Sleep 200 Send {tab}{tab} Send as per interested parties for ci XXXXXXXXX | CIxDESCRIPTION Send {tab} Send e Sleep 200 Send {tab}{tab} Return :*:]as409:: Send e Sleep 175 Send {tab}{tab}ESDUPDATE - %A_Hour%:%A_Min% - Assigning to NW000409 Send {tab}{tab} Sleep 175 Send as per previous owner group{Enter}{Enter}----------------------------------------{Enter}{Enter}If waiting on a response from the reporter please communicate with the reporter, please keep the WO (Work Order) assigned to your group and change/keep the status in PENDCUST while awaiting a response.{Enter}{Enter}If work has been completed or if client requests (or has requested) to close the ticket, please change the status to Completed/COMP. Return :*:]as477:: Send e Sleep 175 Send {tab}{tab}ESDUPDATE - %A_Hour%:%A_Min% - Assigning to NW000477 Send {tab}{tab} Sleep 175 Send as per previous owner group{Enter}{Enter}----------------------------------------{Enter}{Enter}If waiting on a response from the reporter please communicate with the reporter, please keep the WO (Work Order) assigned to your group and change/keep the status in PENDCUST while awaiting a response.{Enter}{Enter}If work has been completed or if client requests (or has requested) to close the ticket, please change the status to Completed/COMP. Return :*:]nfmed:: Send e Sleep 175 Send {tab}{tab}ESD - Peer Reviewed Send {tab}{tab} Sleep 175 Send %DetailsNFMED% Return :*:]os:: Send e Sleep 175 Send {tab}{tab}ESDUPDATE - %A_Hour%:%A_Min% - Assigning to SM000542 Send {tab}{tab} Sleep 175 Send as per interested parties for ci 1200747 | ENTERPRISE SERVICE DESK SERVICE Return :*:]pa:: Send e Sleep 175 Send {tab}{tab}ESDUPDATE - %A_Hour%:%A_Min% - PA log Send {tab}{tab} Sleep 175 Send xxxPASTExxx Return :*:]moreinfo::***MORE INFO***{Enter}*******************************************{Enter}*******************************************{Enter} Return