Remote Agent LILO Tracking

Purpose


To provide instructions to remote agents on creating tickets using the Log In Log Out (LILO) self-service ticket creation system. LILO is used when agents self-resolve an issue in less than 30 minutes of downtime. Self-resolve issue instances may include but are not limited to:

  • All intermittent audio issues
  • Rebooting their system to improve performance
  • Reconnecting to the phone system because it is not working properly
  • Agents whose system stopped responding for a short time and then started to work normally

After creating a ticket with LILO, agents must provide their ticket number to their team lead (TL) for all technical issues to be paid for the corresponding time.

LILO Ticket Creation Process


To access LILO, follow these steps:

  1. Navigate to the Ask Now homepage https://asknow.service-now.com/asknow/.
  2. Select the Log In Log Out (LILO) Ticket Creation option under Remote Agent LILO Tracking.
    NOTE: If you are unable to access the agent portal, contact AtHome Service Desk (ASD) via chat to request access.
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  3. Complete all the fields:
    • Issue Start Date – Enter the time and date of when the incident started.
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    • Issue End Date – Enter the time and date of when the incident ended after performing a workaround or a resolution.
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    • Application – Select an application from the drop-down menu.
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    • Symptoms Category – Select a symptom from the drop-down menu.
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    • Client LOB – Enter the Project or Line of Business (LOB) of the affected agent.
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    • Additional information – Enter the details of the incident. Provide the details of the issue, the workaround or the resolution, and the error message if any.
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  4. Click the Submit button to create the ticket and receive your ticket number.
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  5. Email the ticket number created to your TL through email.
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