:*:]1::ssc_TrudeL1
:*:]2::Canada.2021
:*:]x::Peace76,.
:*:]3::ON_6138691022{TAB}{TAB}{ENTER}
:*:]4::QC_6138691022{TAB}{TAB}{ENTER}
:*:]5::ON_8199340010{TAB}sleep 100{TAB}{ENTER}
:*:]6::QC_8199340010{TAB}sleep 100{TAB}{ENTER}
:*:]b::back


:*:]\::Hammey7676,.{ENTER}                   ;Hamilton76,.{ENTER}
:*:]0::Hamilton76,.{ENTER}                 ;Hamilton76,.{ENTER}
:*:]|::Trudel1{TAB}Peace77,,{ENTER}
:*:~~::3369{TAB}{TAB}{TAB}{ENTER}
:*:]g]::guesthd{TAB}guesthd{ENTER}
:*:]inf::ipfhd87{TAB}Peace76@{TAB}{ENTER}
:*:]ipass::Peace76@
:*:]hccs::1200882 | CONTACT CENTRE SERVICE (CALL CENTRE)
:*:]mcin::1379764
:*:]mcif::1379764 | ECD MISSING - UPDATE CI

:*:]em::*As an SSC employee embedded on a partner network, EU may need to check with both SSC.SD and his client department DEPT.SD 


;Vulnerabilities are Not INCIDENT as per the ITSL definition of an Incident which is the basis for consideration when ESD decides if we are to escalate SR to IN or not.

;myTeam
:*:]mt::
Send @bru
Sleep 100
Send {tab}
Sleep 100
Send @friedr
Send {tab}
Sleep 100
Return

:*:]ea::I have replied, please log the email interaction in an SR with reporter as 'reported by' and 'affected person' contact card + Resolve with RWOI closure code.

:*:]snra::Should be returned to PSD, issues are to be handled by resources inside ESDC.

:*:]3::
Send ^c
Sleep 100
Send {Alt Down}{Tab}{Alt Up}
Sleep 200
Send {Down}
Sleep 200
Send ^v
Sleep 200
Send {Alt Down}{Tab}{Alt Up}
Send ^{Alt Down}n{Alt Up}
Return

:*:]4::
Send {LControl}{LAlt}n
;Sleep 150
;Send {Lalt Up}
Return

:*:]ind::inac|aandc|cirnac|isc

:*:]k::*keyword*dept*

:*:]att::Manual Email response to reporter

:*:]npnf::NOT PROVIDED / NON-FOURNIS

:*:]ev::Should go to PSD side DEV group.{enter}NOTE: If after review, PSD still considers the issue should be supported by SSC, please create a new ticket and make sure to provide the server/host name and CI information if available.

:*:]ecdacc::ECD user accounts request must be requested by either the Manager, Group Default or Group Coordinator in ECD's Self Service Center.

:*:]ecdmod::ECD user account modification, when the requester already has an ECD account, must be requested by that user in ECD's Self Service Center.

:*:]ecdgm::ECD Person Group (SSC SSR or Support Group) modifications (including adding or removing members) are to be requested by either the Manager, Group Default or Group Coordinator in ECD's Self Service Center.



;SR LOG Tab
:*:]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
Return

;LEFT bracket - SR's Home page
:*:[gds::


;SR LOG Tab
:*:]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
Return

;SR's Home page
:*:[gdp::

;SR LOG Tab
:*:]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

;SR LOG Tab
:*:]ecsmtd::*confirmed; Not related to ECS or MTD.


;SR LOG Tab
:*:]olpa::
Send e
Sleep 200
Send {tab}{tab}
Send ESD - Peer Reviewed
Sleep 200
Send {tab}{tab}
Send The below requests regarding emails can only be requested by or on behalf of a Lead Partner Administrator (LPA) and should otherwise be considered Out-of-Scope.{ENTER}{ENTER}Email Release from Recycle Bin, Lock, or Quarantine{ENTER}Modify Shared Secret Access{ENTER}Modify Lead Partner Administrative (LPA) List{ENTER}Modify Global Address or Assigned Partners List
Return

;SR LOG Tab
:*:]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

;SR LOG Tab
:*:]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.{ENTER}{ENTER}You have reached the Enterprise Service Desk. Please contact the SSC Service Desk.{ENTER}{ENTER}You may refer to SSC intranet for more information on how to contact your SSC Service Desk.{ENTER}{ENTER}MySSC -->https://myssc-monspc.ssc-spc.gc.ca/en/find-employee/contact
Return

;SR LOG Tab
:*:]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


;SR LOG Tab
:*:]odnd::
Send e
Sleep 200
Send {tab}{tab}
Send ESD - Peer Reviewed
Sleep 200
Send {tab}{tab}
Send In order to be valid, requests and incidents must meet one of the following requirements:{ENTER}{ENTER}Call or email from DEFSOC (Defence Services Operation Centre){ENTER}Call or email from an SSC resource working for DND{ENTER}Call or email from a DND end user for a mainframe or legacy applications such as SPS or E-SNAP{ENTER}
Return

;SR LOG Tab
:*:]oto::
Send e
Sleep 200
Send {tab}{tab}
Send ESD - Peer Reviewed - OOS
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{ENTER}{ENTER}Telecom requests sent to ESD must now include the PSD ticket number.
Return

;SR's Home page
:*:[ots::
Send ESD - Peer Reviewed - OOS
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}{ENTER}You have reached the Enterprise Service Desk. Please contact the SSC Service Desk.{ENTER}{ENTER}You may refer to SSC intranet for more information on how to contact your SSC Service Desk.{ENTER}{ENTER}Telecom requests sent to ESD must now include the PSD ticket number.
Send {tab}
Send e
Sleep 100
Send {tab}
Return

;SR LOG Tab
:*:]ots::
Send e
Sleep 200
Send {tab}{tab}
Send ESD - Peer Reviewed - OOS
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}{ENTER}You have reached the Enterprise Service Desk. Please contact the SSC Service Desk.{ENTER}{ENTER}You may refer to SSC intranet for more information on how to contact your SSC Service Desk.{ENTER}{ENTER}Telecom requests sent to ESD must now include the PSD ticket number.
Return

;SR's Home page
:*:]otm::
Send ESD - Peer Reviewed - Required Information Missing
Sleep 200
Send {tab}{tab}
Send Unfortunately we are not able to process this request due to one of the following reasons{ENTER}{ENTER}Some Mandatory information is missing - see previous logs
Send {tab}
Send e
Sleep 100
Send {tab}
Return

;SR's Home page
:*:[otm::
Send ESD - Peer Reviewed - Required Information Missing
Sleep 200
Send {tab}{tab}
Send Unfortunately we are not able to process this request due to one of the following reasons{ENTER}{ENTER}Some Mandatory information is missing - see previous logs
Send {tab}
Send e
Sleep 100
Send {tab}
Return

:*:]otp::
Send e
Sleep 200
Send {tab}{tab}
Send ESD - Peer Reviewed - OOS
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

;SR's Home page
:*:[otp::
Send ESD - Peer Reviewed - OOS
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.
Send {tab}
Send e
Sleep 100
Send {tab}
Return

:*:]otro::
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

:*:]otrs::
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

:*:]otrp::
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



:*:]]::***XXX.XXX.XXX.XXX***REDACTED IP Addresses***

:*:]pr::ESD - Peer Reviewed

:*:]-::
SendInput {Shift Down}{Left}{Left}{Left}{Left}{Shift Up}^{b}
Return

:*:]!cw::
Send e
Sleep 200
Send {tab}{tab}
Send ESD - Peer Reviewed
Send {tab}{tab}
(
Note: Incidents and requests for single users must be redirected to the EU local PSD or to the CWA Client Contact Centre at 1-855-686-4729 Option 3.
)
Return

:*:]!1cw::Note: Incidents and requests for single users must be redirected to the EU local PSD or to the CWA Client Contact Centre at 1-855-686-4729 Option 3.


:*:]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?

:*:]refresh::Please refresh your caller.  It's been more than 2 minutes on HOLD.




:*:]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

:*:]eno::ESD Update - Email notification sent to Oversight

:*:]sb::
(
Please note that you need approval if you are taking a longer lunch or a longer break.
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 HCCS 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 Health Break when taking their breaks.



:*:]~tap::Please refer to PSD.SD or TBS help desk for any TAP application issues (including PSPM). [https://portal-portail.tbs-sct.gc.ca]

:*:]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

:*:}mtd::Ticket Details Template was not yet saved in the ticket for me to see.
:*:}mtd::Ticket Details Template was not yet saved in the ticket for me to see.

:*:]]dt::
SendInput %A_YYYY%-%A_MM%-%A_DD% %A_Hour%:%A_Min%
return

:*:]cccu::Correct Contact Card Usage

:*:]g10::Please remember to stay available to take calls on GREEN until 10 am.

:*:]qfu::Please let me know if you have questions as a follow-up.

:*:]appnoncbas::Application xAPPPx is NON-CBAS
:*:]appcbas::Application xAPPPx is CBAS

:*:-s::NON_DESIGNATED_SITE @ xPASTExADDRESSxLOOKEDxUP
:*:+s::DESIGNATED_SITE @ xPASTExADDRESSxLOOKEDxUP

:*:]pe::
Send e
Sleep 200
Send {tab}{tab}
Send ESD - Peer Reviewed
Send {tab}{tab}
Send CI:{space}
Return


:*:[pe::
Send ESD - Peer Reviewed
Sleep 200
Send {tab}{tab}
Send CI: 
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 CI:{ENTER}Single EU Affected; Minor LOW LOW Priority
Return

:*:]eu::
SendInput ESD UPDATE
Return

:*:]+eu::
Send e
Sleep 200
Send {tab}{tab}
SendInput ESD UPDATE
Return

:*:[eu::
Send e
Sleep 200
Send {tab}{tab}
SendInput ESD UPDATE
Return

:*:[+eu::
Send e
Sleep 200
Send {tab}{tab}
SendInput ESD UPDATE
Return

:*:]gc-s::
Send e
Sleep 175
Send {tab}{tab}
Send ESD - Peer Reviewed
Sleep 175
Send {tab}{tab}GCNET, FULL, NON-DESIGNATED_SITE @ xPASTExADDRESSxLOOKEDxUP{Enter}PA MEDIUM
Return

:*:]l-s::
Send e
Sleep 175
Send {tab}{tab}
Send ESD - Peer Reviewed
Sleep 175
Send {tab}{tab}LEGACY NETWORK, FULL, NON-DESIGNATED_SITE @ xPASTExADDRESSxLOOKEDxUP{Enter}PA MEDIUM
Return

:*:]l+s::
Send e
Sleep 175
Send {tab}{tab}
Send ESD - Peer Reviewed
Sleep 175
Send {tab}{tab}LEGACY NETWORK, FULL, DESIGNATED_SITE @ xPASTExADDRESSxLOOKEDxUP{Enter}PA HIGH
Return

:*:]net-s::
Send e
Sleep 175
Send {tab}{tab}
Send ESD - Peer Reviewed
Sleep 175
Send {tab}{tab}NETWORK down @ NON-DESIGNATED_SITE @ xPASTExADDRESSxLOOKEDxUP{Enter}PA MEDIUM
Return

:*:]gc+s::
Send e
Sleep 175
Send {tab}{tab}ESD - Peer Reviewed
Sleep 175
Send {tab}{tab}GCNET, FULL, DESIGNATED_SITE @ xPASTExADDRESSxLOOKEDxUP{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 100
Send {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