DROPS Helpdesk Version 1.0.0

Transcription

1 User Guide DROPS Helpdesk Version Publication Date: April, 2017 Prepared by the DROPS Software Documentation Team FRANCE (HQ) 55 Rue Adrastée Annecy/Chavanod Tel GERMANY Richardstr Hamburg Tel SWEDEN Prostvägen HUDDINGE Tel. +46(0) USA 1 Phoenix Mill Lane, Suite 203 Peterborough, NH Tel. +1 (603) HONG KONG Room 22, Smart-Space 3F, 100 Cyberport Road Tel

2 User Guide v1.0.0 Copyright by DROPS Software All rights reserved. The following terms are names owned by International Business Machines Corporation in the United States, other countries, or both: AS/400, ClearCase, ClearQuest, DB2, DB2 Connect, DB2 Universal Database, ibm.com, IBM i, iseries, System i, OS/400, Rational, SP2, Service Pack, WebSphere. Java and all names based on Java are owned by Oracle Corp. in the United States, other countries, or both. Eclipse is a registered trademark of Eclipse Foundation, Inc. Other names of companies, products or services are the property of their respective owners. Page 2 / 9

3 1 The Helpdesk User Guide v The Helpdesk The Helpdesk gives you access to: Ticket management The FAQ Downloads: o Current Order o Order History Your account information Figure 1: The Helpdesk home page 1.1 Searching for an existing ticket Click Search in the Ticket Management section on the left-hand panel to open the search view. Doubleclick on the title of the pane to enlarge or reduce the Ticket Search view. The search function allows you to consult either only your tickets or all of your company s tickets, depending on your rights. The Ticket Search page is displayed and each field allows you to narrow down your search results to find a ticket you have already submitted. Page 3 / 9

4 User Guide v The Helpdesk Figure 2: The Ticket search options If you click the Search button without entering any filters, all of your tickets are displayed, starting with the most recent one. 1.2 Submitting a ticket A ticket can be a service break (bug) or a service request (evolution of the product, documentation, training). Follow the subsequent steps to submit a new ticket to DROPS Software. Step 1 Click Add a Ticket in the left-hand menu to access the Declaring an incident wizard. Only the Subject and Description fields are mandatory to open a new ticket in the Customer ticketing system. Important! For a service break, it is important to provide the configuration of your product and any other important details, such as the version you are working with, in the Description field. Page 4 / 9

5 1 The Helpdesk User Guide v1.0.0 Figure 3: Submitting a ticket Step 2 Add an attachment such as a screenshot, work log or server log to provide additional information. Click the Add button in the Attachments section then click the browse button to locate and select the document to attach. Page 5 / 9

6 User Guide v The Helpdesk Figure 4: Adding an attachment After the document is selected, click OK. The document is uploaded and is displayed in the list of attachments. Step 3 To submit, after providing all the information necessary, click the Finish button at the bottom of the wizard. Result Your ticket is submitted and given a number. Please use this ticket number in the subject of any s when communicating about this case. Figure 5: Your ticket case number You should also automatically receive an confirming your ticket is being addressed. 1.3 Editing a submitted ticket Editing a ticket that you have already submitted is helpful to respond to requests for more information about the issue. Page 6 / 9

7 1 The Helpdesk User Guide v1.0.0 Figure 6: Editing a submitted ticket Step 1 Double-click on the ticket you want to modify to open the editor, then select the Entries tab. Step 2 Click the Add button to add additional information to the description or click the Edit button to modify an existing description included in the ticket. Step 3 Click the Save button to confirm. Figure 7: Adding or editing ticket descriptions 1.4 FAQ (Frequently Asked Questions) Click Search in the FAQ section on the left-hand panel to open the search view. Double-click on the title of the pane to enlarge or reduce the Search view. The search function allows you to browse our answers to frequently asked questions. The Search page is displayed and each field allows you to narrow down your search results to find an answer to your question. Page 7 / 9

8 User Guide v The Helpdesk Figure 8: Searching for FAQs Double-click a subject to display the details, context, procedure and any attachments. 1.5 Managing your account To modify the details of your account, select the options under Your account in the left-hand menu Edit your information Figure 9: Edit your company information Enter or modify your account information and click the Save button to confirm. Page 8 / 9

9 1 The Helpdesk User Guide v Change your password Figure 10: Change your password Change and confirm your password then click the Save button to confirm. Page 9 / 9