ServiceDesk User manual (English)

Transcription

1 ServiceDesk User manual (English)

2 Content Introduction... 3 Login page... 3 Welcome... 3 Create case... 4 Receipt... 6 View cases... 7 View cases - detailed... 8 Important!... 9

3 Introduction Elanders offers support to our customers through a web based application. The application is available to one or two contact persons at your company. The purpose with this support is on one hand to increase service level towards our customers and on the other hand to constitute an internal tool to ensure quality in our in-house products. Login page Pic. 1. Login page The address to the ServiceDesk s login page is Enter User name and Password. Click the Log in button. There is also a possibility the send a mail to the ServiceDesk. The address is: servicedesk@elanders.com Welcome Pic. 2. Welcome page

4 When you have logged in you will see your username listed under Logged in as. Under Start page in the upper left corner you will find contact information such as and telephone. Under My most recent cases the 3 most recent cases are listed. You click on either one to get to the more detailed page for requests. At the top of the page there are three icons. - Home. Will get you back to the Start page - Create case. Will get you to the Create case page - View cases. Will get you to the Cases overview page Create case Pic. 3. Create case - default On the Create case page you fill in the information as shown above in the picture. Depending on which applications your company is using the page might reload and more questions regarding that specific application appears. E.g. WebBase users will be asked to fill information regarding version, username, language and, most important, WebBaseID of the object (see picture 4 below). If your

5 organization is using more than one application, be sure to pick the right one when reporting a case. Under Type of case you choose from three different types: General If your case is of the kind that you want a service carried out by Elanders or have a question regarding the application, use the type General. Change This type is used if you want to make a change in the application that differs from the applications original functionality or when you want new functionality added. Incident Choose Incident if there is an error in the application or the application works in an incorrect way. If the Type of case is Incident you also have to choose a Severity Level. There are three levels to choose from: Severity 1 Refers to acute cases where the production is impeded. The application is not working in accordance with the documentation. Severity 2 - Refers to a major problem that stops production, but which can be corrected by Elanders planned Service Pack. Customer's production schedule is not negatively impacted. If there is a Work Around, this is used until the correction is made following Elanders planned schedules. Severity 3 - refers to a minor problem, such as cosmetic problem or complaint regarding the interface or functions that do not affect the Customer's production schedule. Elanders decides when the matter shall be remedied and plans for it according to the program update plan. For more detailed information regarding Severity Levels we refer to our License and Maintenance terms.

6 Pic. 4. Create case Notice the possibility to upload a document (text, picture) to the case. Click on the Report Case button to submit the case. Receipt Pic. 5. Receipt When the case is submitted you will see the Case number as shown above. When the case has been assigned, you will also receive an as a receipt.

7 View cases Pic. 6. View Cases The Cases page lists all cases related to you and your organization. Below to the left there is two buttons. You can from here Create new case or Return to start page. Pic. 7. Filter Cases You can filter cases with two drop-downs. The drop-down list Show lists: my cases lists cases you have reported AND cases that you are listed as contact person. cases I have reported - only lists cases you have reported. cases in my organization lists cases reported for your organization.

8 The drop-down list Select status lists: all cases all cases. open cases cases that are not closed and cancelled. halted cases this option is not yet implemented. closed cases cases that are closed. On the left of the screen you see the Type of the case followed by the case Number (e.g. #01234), Priority, Subject, Status, Organization and Reported by. View cases - detailed If you click on one of the cases you will come to a more detailed view of the case. Pic. 8. View Cases - detailed At the top of the page there is basic information regarding the case, such as case Number, Status and Priority. To the left there is a textbox with the Description (Beskrivning) of the case. If the case has reached a solution, it is inserted under the tab Solution (Lösning). Under Events you can see what has happened regarding the case. If a case, for example, changes Status it is listed here. If you want to add extra information to the case you can do so by entering text into the New event text box and then click the button Add event to the right of the page.

9 There is also a possibility to upload a document with needful information regarding the case. Click the Browse (Bläddra) button, browse to the document you want to upload and click OK. Then click the Upload file button. Important! When having communication with the ServiceDesk it is important to state the case number (e.g. #01234) in the subject of the mail. Then that mail will be attached to the case in the application.