User Manual. SSI-Schaefer Selfservice ITS CENTER

Transcription

1 User Manual SSI-Schaefer Selfservice ITS CENTER

2 Table of Contents 1 ITS Center Selfservice Application About Selfservice Application My Dashboard Log an Incident Track Incidents Track CIs Update Profile

3 1 ITS Center Selfservice Application After you complete this chapter, you will be able to Understand the ITS Center Selfservice Application; Log and Track Status of Incidents; View CIs; View and filter charts on the Dashboardplayer; Update and Maintain User Profile. 1.1 About Selfservice Application ITS Center Selfservice is an easy-to-use application that helps to provide better service to customers. The ITS Center Selfservice application includes the possibility to log and track Incidents and display news taken from white board notices. A user can also update and maintain her/his user profile. Whenever a user wants to work with the ITS Center Selfservice application he will have to browse to and log into the application by entering his address and his password. 3

4 1.1.1 My Dashboard After logging into the ITS Center Selfservice application, the dashboard opens. The dashboard consists of three parts: INFO AREA: Information about ITS Center Selfservice is displayed here. INCIDENTS BY PRIORITY: Shows a graphical view of the percentaged distribution of your Incidents among the different priorities. If the user is responsible for all of the account s locations, the view displays the percentaged distribution of Incidents among all the locations. LAST CHANGED INCIDENTS: Shows a table of the incidents that changed recently. An Incident can be opened by double-clicking on it. The dashboard can be opened at any time by clicking on Dashboard in the top left corner. 4

5 1.1.2 Log an Incident The NEW INCIDENT form is used by a user to enter some basic information about an Incident, questions or complaints. The NEW INCIDENT form can be found on the Navigation-Pane on the left side of the screen. Required fields on the NEW INCIDENT form: Description Details Follow these instructions to log an Incident as a user: 1. Navigate to ITS Center Selfservice, using the browser of your choice, and select New Incident on the navigation on the left side of the screen. You will have to log into the ITS Center Selfservice application by entering your address and your password, as previously explained. 2. The Phone field and the Ext. field are automatically filled in. If the phone number is not correct you can enter an alternative phone number in the Phone field. 3. Enter a significant description of the Incident in the Description field. 4. Enter details about the Incident in the Details field. 5. Click Save or cancel by closing the NEW INCIDENT form. Note: It is only possible to log Incidents with priority C or D through ITS Center Selfservice 5

6 1.1.3 Track Incidents The MY INCIDENTS form is used to get more information on Incidents logged by the user s company. The form can be exported to Microsoft Excel by using right click -> Export to Excel. Follow these instructions to track your Incidents: 1. Navigate to ITS Center Selfservice, using the browser of your choice, and select Incidents. You will have to log into the ITS Center Selfservice application by entering your address and your password, as previously explained. 2. A datagrid displays a summary view of the Incidents. You can double-click on an Incident in the data grid of the summary view to display a form with information on the selected Incident. 6

7 1.1.4 Track CIs The MYCIs form provides information regarding your company s CIs. A CI (Configuration Item) is a com- ponent or set of components (e.g. PLC, WAMAS 4, SRM, etc.), for which a service is provided by SSI. The form can be exported to Microsoft Excel by using right click -> Export to Excel. 7

8 1.1.5 Dashboardplayer The DASHBOARDPLAYER shows different Dashboards which consist of multiple charts generated from ITS data. Choosing the Play checkbox allows to run a dashboard automatically and show all single charts after another like a slideshow. Access the customer Dashboard: 1. Select Dashboardplayer on the navigation on the left hand side of the screen. 2. Click on Dashboard on top of the screen and then on Load 3. Select an available Dashboard (for customers the choice is pre-filtered to their data) Currently charts in the customer Dashboardplayer: Calls per month Mandator & Priority Chargeable & caused by Further Dashboards and charts can be created from ITS data upon request. Please contact your local SSI Schäfer office for further information on the time and cost effort to create your Dashboards and charts. 8

9 To further filter and customize the existing charts, double-click on the respective chart. A window displaying the possible filters will open. Depending on the chart you can choose from different filter types and options for your variables. The default setting is Dynamic, which means that the variable is not filtered. To test your filters click on Apply. You will immediately see the filtered chart. If you want to keep the filter criteria use Apply&Close. To save your filter criteria for the following visits to the Dashboardplayer use Save Preset. 1. Click on Control in the toolbar on top of each chart. When clicking on Save Preset a new window opens 2. Enter a name for your filter criteria in this window and then click on Save. The next time you want to load the saved filter criteria for this chart just click on Load Preset and choose the respective saved item. Also under Control you will find the checkbox for Play. Activate this checkbox to automatically play the available charts one after another. 9

10 1.1.6 Update Profile The MY PROFILE form is used to update your contact information and change the password to login to the ITS Center Selfservice application. Required fields on the MY PROFILE form: Last Name Address Timezone Follow these instructions to update your profile: 1. Navigate to ITS Center Selfservice, using the browser of your choice, and select the gear-icon in the bottom-left corner. You will have to log into the ITS Center Selfservice application by entering your address and your password, as previously explained. 2. The following fields are automatically filled in: Salutation, First Name, Last Name, Phone, Ext., and Address. 3. If you want to change your password you will have to enter your existing password in the Old Password field, then type in the new password in the New Password field and then confirm it in the Confirm New Password field. 4. Click Save or cancel by closing the MY PROFILE form. 10