CONTENTS 10. Working in Service Desk Mobile Interface Modification record sheet

Size: px

Start display at page:

Download "CONTENTS 10. Working in Service Desk Mobile Interface Modification record sheet"

Andrew McLaughlin
6 years ago
Views:

CONTENTS 1. General Provisions... 2 2. Entering the Softline IT Support Service Website... 2 3. User Password Recovery... 2 4. Changing the User Password... 2 5. Creating a Service Desk Incident... 3 6.

1 CONTENTS 1. General Provisions Entering the Softline IT Support Service Website User Password Recovery Changing the User Password Creating a Service Desk Incident Viewing the Created Incidents Adding a comment to an incident Attaching a File to an Incident Closing a Service Desk Incident Working in Service Desk Mobile Interface User notification via Terms and definitions, abbreviations and designations Regulatory references Modification record sheet... 29

1. General Provisions 1.1. Company Technical Support Center is a highly-qualified team of IT professionals that provides quick and effective solutions of client tasks. 1.2.

2 1. General Provisions 1.1. Company Technical Support Center is a highly-qualified team of IT professionals that provides quick and effective solutions of client tasks Company Technical Support Center offers a broad spectrum of services from software technical support to turnkey development of client information systems and IT outsourcing. Technical Support Center engineers have certificates from the leading software developers, such as Microsoft, Citrix, Check Point, McAfee, Symantec, Trend Micro, Kapersky Lab, ESET, Autodesk, VMware, Cisco, etc The purpose of the present Technological Instruction is to simplify the work of users with Service Desk technical support system. 2. Entering the Softline IT Support Service Website 2.1. To enter the technical support website, follow this link To sign into the Service Desk system, specify your username and password (Fig. 2.1). Fig. 2.1 Sign-in window 3. User Password Recovery 3.1. To recover your password, write at itsupport2@softlinegroup.com or call 8 (800) ; +7 (495) Changing the User Password 4.1. To change the password, sign up and click the personal settings button next to the username at the top panel (Fig. 4.1). Version 2 Page 2 of 29

3 4.2). Fig. 4.1 Top panel 4.2. In the in user information form that opens, click Change Password (Fig. Fig. 4.2 User information form 4.3. In the window that opens, fill in the specified fields and click the OK button (Fig. 4.3). Fig. 4.3 Change Password window 5. Creating a Service Desk Incident 5.1. At the system workspace (Fig. 5.1), there are two monitors (arrows 2 and 3), which show closed incidents (arrow 3) and incidents being processed by the employees of the Technical Support Center (arrow 2). Version 2 Page 3 of 29

2) click the Track Progress button and choose the necessary monitor. Fig. 5.2 Main menu. Status tracking 5.3.

4 Fig. 5.1 Home page. System desktop 5.2. If some of the monitors are not displayed when you log into the system, you may use the left menu (Fig. 5.2) click the Track Progress button and choose the necessary monitor. Fig. 5.2 Main menu. Status tracking 5.3. You can customize the Homepage according to your preferences To do this, open the home page settings menu by clicking the corresponding button (Fig. 5.3). Fig. 5.3 Homepage settings menu Version 2 Page 4 of 29

5.3.2. At the next stage, click the Edit Homepage menu, delete the unnecessary monitors or move the existing ones and save the changes (Fig. 5.4). Fig. 5.4 Changing the monitor layout at the Homepage 5.

5 At the next stage, click the Edit Homepage menu, delete the unnecessary monitors or move the existing ones and save the changes (Fig. 5.4). Fig. 5.4 Changing the monitor layout at the Homepage To add a new service to the homepage, select the necessary service in the service catalog, and, on the service page, click the homepage configuration button and select Add to Homepage (Fig. 5.5). Fig. 5.5 Adding a service to the Homepage A separate monitor that can be quickly accessed from the homepage will be created (Fig. 5.6). Version 2 Page 5 of 29

Fig. 5.6 System workspace 5.4. The third monitor (Fig. 5.1, arrow 1) is a tool for creating new incidents. 5.4.1. To create a new incident, select the product category, to which the incident is related (Fig.

6 Fig. 5.6 System workspace 5.4. The third monitor (Fig. 5.1, arrow 1) is a tool for creating new incidents To create a new incident, select the product category, to which the incident is related (Fig. 5.7). Fig. 5.7 Workspace. Service selection In the field below, select the service subcategory, if any (Fig. 5.8). Version 2 Page 6 of 29

7 Fig. 5.8 Service subcategories Afterwards, fill in the Description field and specify the following information (Fig. 5.9): the essence of the issue; version of the operating system, where the issue is encountered; name and version of software, where the issue is encountered; description of software and OS; additional information that can help solving the issue. Fig. 5.9 Incident creation form. Filling in the description If necessary, attach the files to the incident by clicking the corresponding button or dragging the file onto the highlighted area with a cursor (Fig. 5.9). At the Version 2 Page 7 of 29

next stage, click the Submit button (Fig. 5.9). The incident will be created, and the specialists of the Technical Support Center will receive it for processing (Fig. 5.10). Fig. 5.10 Incident registration message.

8 next stage, click the Submit button (Fig. 5.9). The incident will be created, and the specialists of the Technical Support Center will receive it for processing (Fig. 5.10). Fig Incident registration message Note: when a Service Desk incident will be created, the incident creator will receive an confirmation about successful incident creation. During the incident resolution, the creator will automatically receive notifications about new comments Creating a Service Request. If a user needs consulting, assistance in getting software keys, connecting to an available service (system) or using some of its options, or other services, then it is recommended to create a Service Request instead of an Incident. To create a Service Request, click the corresponding item in the Service Catalog menu (Fig. 5.11). Fig Service Request 5.7. At the next step, select the service subcategory (Fig. 5.8), fill in the Description and Subject fields, select Service Request in the Incident Type field, and specify the deadline, before which the request should be handled (Fig. 5.12). If Version 2 Page 8 of 29

necessary, attach some files and the click Submit. A Service Request will be created and its status will be displayed in request monitors (Fig. 5.6). Fig. 5.12 Creating a Maintenance Request 6.

9 necessary, attach some files and the click Submit. A Service Request will be created and its status will be displayed in request monitors (Fig. 5.6). Fig Creating a Maintenance Request 6. Viewing the Created Incidents 6.1. Actions related to all your incidents can be viewed via monitors (Fig. 6.1). To do this, just hover the mouse cursor over the incident number and click it. Fig. 6.1 System workspace. Viewing the information about incidents 7. Adding a comment to an incident 7.1. To add a comment to an incident, enter the message you previously created and click Provide Additional Info (Fig. 7.1). Version 2 Page 9 of 29

10 Fig. 7.1 Adding information to an incident 7.2. In the window that opens, write a new comment and attach additional files if necessary (Fig. 7.2). Fig. 7.2 Adding information to a request Then click Save A comment can also be added from an reply (see para. 11.2). 8. Attaching a File to an Incident 8.1. The procedure of attaching a file to an incident is similar to the procedure described in para Closing a Service Desk Incident Version 2 Page 10 of 29

11 9.1. To close an incident, open the incident that you have created and click Resolve (Fig. 9.1). Fig. 9.1 Closing an incident 9.2. In the window that appears (Fig. 9.2), write a comment to the incident closure, attach the files if necessary, and click Save. Fig. 9.2 Incident closure form 9.3. A Technical Support Center specialist will see that the incident status has been changed and close it After closure, the incident will be displayed in the My Closed Incidents monitor at the homepage (Fig. 9.3). Version 2 Page 11 of 29

Fig. 9.3 System workspace. Tracking closed incidents 10. Working in Service Desk Mobile Interface 10.1. Users can work with incidents via Android/IOS mobile devices through a special mobile Service Desk interface.

12 Fig. 9.3 System workspace. Tracking closed incidents 10. Working in Service Desk Mobile Interface Users can work with incidents via Android/IOS mobile devices through a special mobile Service Desk interface To open the mobile interface, enter in your browser address bar (Fig. 10.1, 10.2). Fig Login widnow (ios-based tablet) Version 2 Page 12 of 29

Fig. 10.2 Login window (Android-based smartphone) 10.2.1. Enter the context menu and select Add to Home Screen / Add to Home / Add to Main Screen (Fig.

13 Fig Login window (Android-based smartphone) Enter the context menu and select Add to Home Screen / Add to Home / Add to Main Screen (Fig. 10.3, 10.4) Fig The context menu (ios-based tablet) Version 2 Page 13 of 29

Enter the shortcut name and click Add (5, 10.6). 10.2.

14 Fig The context menu (Android-based smartphone) Enter the shortcut name and click Add (Fig. 10.5, 10.6) Fig Adding a quick access shortcut (ios-based tablet) Version 2 Page 14 of 29

Fig. 10.6 Adding a quick access shortcut (Android-based smartphone) 10.2.5.

3.1. After opening the login page, enter the Service Desk login and password (Fig. 10.1, 10.2)

15 Fig Adding a quick access shortcut (Android-based smartphone) Afterwards, you can use the saved shortcut to quickly access the mobile interface Working with applications in mobile interface After opening the login page, enter the Service Desk login and password (Fig. 10.1, 10.2) and click Login When you enter the system the first time, it will ask you to enter your time zone. Enter the name of your city and click Done (Fig. 10.7, 10.8). Fig Time zone selection (ios-based tablet) Version 2 Page 15 of 29

Fig. 10.8 Time zone selection (Android-based smartphone) 10.3.3. You will see incident profiles (monitors) at the Homepage of the SD mobile version.

16 Fig Time zone selection (Android-based smartphone) You will see incident profiles (monitors) at the Homepage of the SD mobile version. An example of the homepage is shown below (Fig. 10.9, 10.10). Fig Homepage (ios-based tablet) Fig Homepage (Android-based smartphone) Version 2 Page 16 of 29

10.3.4. If you click one of the monitors, a list of incidents included into it will open (Fig. 10.11). Fig. 10.11 Incident list 10.3.5.

17 If you click one of the monitors, a list of incidents included into it will open (Fig ). Fig Incident list To view information about a particular incident, click it once. The main information about the request is displayed on the Information tab (Fig , 10.13). Fig Opened incident (ios-based tablet) Version 2 Page 17 of 29

Fig. 10.13 Opened incident (Android-based smartphone) 10.3.6. Incident-related actions are displayed on the Actions tab (Fig. 10.14). Fig. 10.14 Actions tab 10.3.7.

18 Fig Opened incident (Android-based smartphone) Incident-related actions are displayed on the Actions tab (Fig ). Fig Actions tab The Attached tab shows the file attachments related to the incident (Fig ). Fig Attached tab To perform incident-related actions, click Perform Action and select the necessary action in the list (Fig , 10.17) Version 2 Page 18 of 29

19 The Information from the User action is used to send information about an incident similar to the Provide Additional Information action in the main interface; The Resolve action is used to close an incident similar to the Resolve action in the main interface; Fig Selecting an action (ios-based tablet) Fig Selecting an action (Android-based smartphone) When you select an action, fill in the Description field in the window that opens and click Done (Fig , 10.19). Fig Action window (ios-based tablet) Version 2 Page 19 of 29

20 Fig Action window (Android-based smartphone) Creating a new incident via the mobile interface To create a new incident, click the Catalog section in the central bottom part of the page (Fig.10.20, 10.21): Fig Service Catalog (ios-based tablet) Fig Service Catalog (Android-based smartphone) In the Service Catalog, select the necessary service and click it (Fig.10.22, 10.23). Version 2 Page 20 of 29

21 Fig Service list (ios-based tablet) Fig Service list (Android-based smartphone) In the window that opens, fill in the Description fields. The top Description field specifies the incident subject, the second Description field describes the incident in more detail. When you fill in the fields, click Done to save the new incident (Fig , 10.25). Version 2 Page 21 of 29

22 Fig Filling in the incident (ios-based tablet) Fig Filling in the incident (Android-based smartphone) If necessary, you can use the Attached tab to attach files after saving the incident. A new incident will be displayed in the My Open Incidents monitor. 11. User notification via Version 2 Page 22 of 29

11.1. Users receive e-mails with information letters on the call status and actions on call.

23 11.1. Users receive s with information letters on the call status and actions on call. The letters features buttons, clicking on which creates a response letter with selected action, do not change the letter subject Users shall receive the notifications of following types: On creation of call. Click the "Provide additional info" button, a letter will be generated, the sending of which will add a comment to the call (Figure 10.1). Figure 11.1 Response on call creation message On acceptance for work. Click the "Provide additional info" button, a letter will be generated, the sending of which will add a comment to the call (Figure 10.1) On additional information request (Figure 10.2). Click the "Provide additional info" button, a letter will be generated, the sending of which will add a comment to the call. Figure 11.2 Response on request of information in the call On addition of information to call (Figure 10.3). In case the obtained information will require the response from the user, the response letter may be sent by clicking the Provide additional info button, after that the letter will be generated and sending of this letter will add the comment to the call. Version 2 Page 23 of 29

Figure 11.3 Response on request of information in the call 11.2.5. On terms extension (Figure 10.4).

24 Figure 11.3 Response on request of information in the call On terms extension (Figure 10.4). Click the "Provide additional info" button, a letter will be generated, the sending of which will mean the user s disagreement with the term extension and will lead to continuation of work on the call (Figure 10.4) Figure 11.4 Notification on resolution term extension in a call On call resolution (Figure 10.5). Click the "Resolved" button, a letter will be generated, the sending of which will mean the user s agreement with provided solution of call; click the "Continue the work" button, a letter will be generated, the sending of which will mean the user s disagreement with the resolution provided and will lead to continuation of work on the call. Version 2 Page 24 of 29

.2.7. Notification on call closure in 3/1

25 Figure 11.5 Call resolution message answer options Notification on call closure in 3/1 day (Figure 10.6) In case the engineer has performed Resolution/Resolved/Additional Information Request actions on the call in 2 working days, in case the user fails to answer on request or to confirm the call resolution, the Service Desk features the algorithm of automatic notification on possible closure of call The user receives an with the "Softline: call (ref. number here) closure information. Click the "Resolved" button, a letter will be generated, the sending of which will mean the user s agreement with call closure; click the "Provide additional info" button, a letter will be generated, the sending of which will mean the user s disagreement and will lead to continuation of work on the call. Figure 11.6 Answer on closure request in 3 days In case the response on this notification was not sent, after 1 working day the system will send a repeated notification of closure after 1 working day. The letter with the same subject and same response options In case the user not responds on this notification, the call will be closed in 1 working day On call closure (Figure 10.7). Click the respective Good, Satisfactory or "Bad" button, a letter will be generated, the sending of which will add a user s rating to the call. Version 2 Page 25 of 29

Figure 11.7 Call closure notification answer options 11.2.9.

8) At any stage of work with the call, the user may report on the call resolution progress.

Click of this button generates the letter to SPM on this call. Figure 11.

26 Figure 11.7 Call closure notification answer options To leave a report about the progress of call resolution (Figure 10.8) At any stage of work with the call, the user may report on the call resolution progress. Each notification with any subject features the Report on call resolution progress button. Click of this button generates the letter to SPM on this call. Figure 11.8 To report on call resolution progress An example of response letter, generated on button clicked (Figure 10.9): Arrow 1 address for answer (do not change!); Arrow 2 letter subject (do not change!); Arrow 3 letter text will be added to the call as a comment to the call. Version 2 Page 26 of 29

27 Figure 11.9 Example of response letter TI Terms and definitions, abbreviations and designations Terms and definitions Client - here: a legal entity or an individual who uses the services of another individual or legal person and enters into business relations with him. Company any of legal entities of SoftLine Group of companies. Log files - files containing system information on various errors and failures, caused by the program and / or libraries. Users - here: employees of Client companies, obtaining the information technology services. Software - a set of computer programs that provide data processing or transfer. Product - a sealed paper / plastic box with a software disc, a book with a key and a brochure (if necessary). Employee an individual, which entered into employment relations with an employer. Technical Support Center - Department of Service and Technical Support of the Service Office of SoftLine Trade JSC / SoftLine Solution CJSC / Softline Integration LLC, as well as employees of the Company's Service Office and other specialists, involved in technical support projects for the Company's Clients. Service Desk оnline-system of IT Services Provider, designed to ensure calls registration and monitoring of work on calls and containing information on resolution progress. It is available at: Call request from authorized representative of Client, received via phone or by authorized representatives of IT Services Provider and further recorded in ServiceDesk system, including: Incident initiation; necessity of Maintenance; comment on work of БТП; necessity of Change. IT-outsourcing - a set of services for servicing the Company's Clients IT infrastructure Abbreviations and designations JSC - Joint Stock Company; IT - Information technologies; OS - Operating system; SW Software; SPM Service Project Manager; PI Process Instruction; IT Information technology. Version 2 Page 27 of 29

28 13. Regulatory references TI ISO 9001:2008 Quality Management Systems. Requirements / Системы менеджмента качества. Требования Version 2 Page 28 of 29

29 Modification record sheet Number of cancelled version Numbers of paragraphs, figures, tables, annexes Modified Newly introduced Removed Date of cancelled version approval Version 2 Page 29 of 29

Enter your Appserv username and password to sign in to the Website

Enter your Appserv username and password to sign in to the Website Appserv Desktop Access Logging on from a Windows 10 Device Step 1. To sign in to the Appserv Desktop Access website, either enter the following address into the Microsoft Edge browser address bar, or click