Darwish Service Desk User Manual

Transcription

1 Darwish Service Desk User Manual Revision No.: 01// Introduction 2. How to Login 3. Home Page 4. How to create Ticket 5. Ticket Types 6. Category Combinations 7. Status of Tickets 8. Profile 9. Follow - Up a Ticket 10. Application Features Revision No.: 01// Page 1

2 1. Introduction: The Darwish Service Desk Portal has a web based interface that provides access across the LAN/Intranet/Internet of DBA. This portal will process all incidents, requests and will enable all employees to view, create, follow-up and manage the tickets related to their IT issues. Change approval can also be delivered when needed. 2. How to Login? Open any browser (Preferably Internet Explorer) In the Address box, Type Darwish Service Desk URL Your browser displays the login screen Provide your login ID and Password to Access the application Login Assistance: if user has forgotten password he may use highlighted button in order to reset the password. Revision No.: 01// Page 2

3 3. HOME PAGE: This screen has options to create a new ticket and view old ticket s status: Create a ticket Existing tickets Status Profile Sign out FAQ 4. Create Ticket: Select create a ticket on the home page and that will lead to another page where you can enter the details of the issue or requirement with selection of other relevant fields. Help Desk Ticket Workflow: There are two types of Tickets as per ITIL Compliant Incident Request Users receive mail notification when the ticket status as per below changes from one to another. Assigned Update Follow-Up Solved Closed Revision No.: 01// Page 3

4 CREATE TICKET FORM: 5. Ticket type: Request: This is similar to a change request. Any development of custom components such as reports, forms, setups or new Processes would be addressed under this category. Ex.: New report creation Create Oracle login credentials Applications Access/ Windows login/ Access/ Internet Access/ Printer Setup In case of new employee, the department coordinator can raise the ticket behalf of him. Incident: Any service request for the problem resolution at the transaction level. An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. Ex.: Internet is not working Laptop/Desktop Issues ERP transactional issues Revision No.: 01// Page 4

5 6. Category Combinations: Select the appropriate available category combination based on requirement. Category is majorly divided into two types: Infrastructure Service (Desktop/Laptop/Software installations): Infrastructure Service Mobile Devices Internet Software Installations Consumables VPN Network Cabling Desktop & Laptop File Server Windows/ Login Telecom Peripherals IT Software Solutions (All application related issues shall be selected under IT Software Solutions category) IT Software Solutions BI Databases Demantra Primavera ECM Epromis Etravels Financials SCM&MFG HCM Financials, SCM and HCM further classified on below. Finance SCM&MFG HCM AP BOM/WIP Custom Modules AR Danway EDP Assets EAM/Tire MGMT Human Resources Cash Management INV/IT Asset TRK irec GL OM OTL Projects Purchasing Payroll S2000 SIJI/Rental Haulage SSHR Telephone Module BUS/Truck SER Vehicle Module Weighbridge Revision No.: 01// Page 5

6 Urgency: Select the emergency of your problem, with options (High/Medium/Low). Inform me about the action taken: if you answer yes for this field, you will receive a notification By each time when IT updates the ticket. Title: Enter Title with a short, meaningful subject for your message. Mandatory field (*) Description: Explain in detail about the requirement with examples, context and if possible with a screenshot. - Mandatory field (*) Attachments: You can add attachments through this link up to a maximum size of 2MB Once after providing all these details, you may confirm by clicking Submit Message. 7. Status of Ticket: Processing (Assigned): When the ticket is assigned to IT team. Processing (Planned): If a new task is added then the status changes to Planned. Pending: When ticket is held for any additional information from the user. Solved: IT team has provided the solution to the ticket and waiting for user confirmation. Closed: Requester or end user confirms the solution. If he doesn t close, the ticket will be closed after 3 days automatically. All Ticket s Status: Tickets tab will provide the status of all the tickets with an option to select various statuses associated with the ticket. Revision No.: 01// Page 6

7 FAQ: Frequently asked Questions gives you information or tips to resolve simple problems. 8. Follow Up a Ticket Follow-up: select Processing tab on the left side, it will take to a new window where you can communicate with IT and IT to communicate with end user as well. Historical: Provides complete Audit Trail of the ticket Revision No.: 01// Page 7

8 9. Profile Details: Select profile option (Name of the user) on the right corner, it will open a new window to update: 1. Your details 2. Reset your password 3. Mobile number 10. Application Features: Users will receive notifications once the ticket is updated. Scalable Knowledge and FAQ management. Communication is through Follow-up tab in order to increase the turnaround time Automatic assignment of tickets to the respective IT teams through notifications Workflow driven approval process and hence less paper environment. Change request (CR), User access Request Documents are discontinued. IT Support: For more clarifications, kindly contact Ms. Fatima Elmomen - Tel: EXT: 644 Revision No.: 01// Page 8