MAGINUS IT SERVICE MANAGEMENT. Service Desk Customer Portal

Transcription

1 MAGINUS IT SERVICE MANAGEMENT Service Desk Customer Portal

2 Service Desk Customer Portal Maginus Software Solutions Limited 2009 All rights are reserved. No part of the content may be reproduced, adapted, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission of the Copyright owner. Whilst every effort is made to ensure the accuracy and completeness of this document, Maginus commerce software is subject to continual improvement and change without notice. We do not warrant that this document is error free. Maginus is a functionally rich product. To take advantage of new functionality, some configuration may be called for, and you may require a degree of training or implementation support. Please contact your Account Manager to discuss such requirements. Maginus is designed to integrate with certain third-party products and systems, which may not be supplied or supported by Maginus Software Solutions. Such integration may rely on customisation which is not part of the standard Maginus product, or specific models and versions of third-party hardware and software. Again, please contact your Account Manager to discuss requirements. DOCUMENT CONTROL Version Date Author Comments February 2009 Dave Tranter First issue March 2009 Dave Tranter Second issue July 2009 Dave Tranter Third issue 2

3 Contents Contents 1 Introduction Functional overview Accessing the customer portal Logging in/out Using the Incident Summary Performing a search Adding a note Viewing an existing incident Adding a new incident Resolving an incident Closing an incident Using the Problem Summary Using the Contact Summary Using the Attachment Summary Viewing an attachment Adding an attachment

4 Service Desk Customer Portal 1 Introduction The Service Desk Customer Portal has been developed so that you can record any issues that require assistance from the Maginus support team directly on the main Service Desk system, thus removing the need to telephone and log the issue. The details you record are known as incidents and can be categorised as one of the following: Incident Service Request Project Issue Query. For each separate incident, you record the contact details, incident type/category and the initial problem statement. Throughout the life-cycle of the incident you can view its progress in terms of the action that is being/has been taken by Maginus personnel. 4

5 Functional overview 2 Functional overview This section illustrates the relationships between the principle windows in the Service Desk Customer Portal. View Problem Web Portal Contact Summary View Contact Contact Details/ Contact History View Problem Problem Summary/Problem History Problems Logout Login Incident Summary Contacts Resolve Incident Resolve Incident Add Incident Close Incident Close Incident Add Incident Go View Incident Incident Details/ Incident History Add Note Attachments Attachment Summary Add Attachment View Attachment Search Results for Chameleon Contact Filter View note Add Note Upload Attachment File Download 5

6 Service Desk Customer Portal 3 Accessing the customer portal To gain access to the customer portal: Open Internet Explorer. Enter the URL, ie Click on the Go to button. Refer to Section 4 for information about logging in/out of Service Desk Customer Portal. 6

7 Logging in/out 4 Logging in/out To log in to the Service Desk Customer Portal, you use the Enter your login details window illustrated in Figure 1. Figure 1 The Enter your login details window To log in to the Service Desk Customer Portal: Type in your company name, eg maginus. Press the Tab key on the keyboard. Type in the password you have been assigned. Click on OK. You must only use lower case characters. You can log out of the Service Desk Customer Portal by clicking on Logout. 7

8 Service Desk Customer Portal 5 Using the Incident Summary A summary of all the incidents that have been recorded are shown on the Incident Summary window illustrated in Figure 2. Figure 2 The Incident Summary window By default, the incidents are displayed in Priority sequence but you can click on any of the column headings to change the sequence. A paperclip symbol in the second column indicates there is an attachment associated with the entry. Refer to Section 12 for information about using the attachment summary. The total number of records that are available is displayed in the bottom left of the window and this is prefixed by the number of the selected record, eg Record 1 of 13. Also displayed are the current page number and the number of pages over which these records are spread, eg Page 1 of 2. The number of records shown on each page defaults to 10 but you can change this by typing the required number up to a maximum of 25 in the View: records field and then clicking on View. You can navigate through the sets of records by clicking as required on First, Previous, Next or Last. The number of records in a set is determined by the setting of the View: record field. 8

9 Using the Incident Summary Refer to the following sections for information about the main tasks you can perform from this window: Section 6, Viewing an existing incident Section 7, Adding a new incident Section 8, Resolving an incident Section 9, Closing an incident Section 10, Using the Problem Summary Section 11, Using the Contact Summary Section 12, Using the Attachment Summary. 5.1 Performing a search To search for entries that match particular criteria, you use the grey search fields located immediately beneath the column headings. For example, if you wanted to display only priority 5 incidents that have a status of Created you would do the following: In the Priority search field, type in 5. Click on Go. In the State search field, type in Open. Click on Go. 9

10 Service Desk Customer Portal The current search history is displayed when you select the Search History dropdown list as illustrated in Figure 3. Figure 3 The Incident Summary window You can cancel the search and revert the list to its original setting by clicking on Clear Search Results. 10

11 Using the Incident Summary 5.2 Adding a note You use the Add Note window illustrated in Figure 4 to add a note to an incident. Figure 4 The Add Note window This window is available via the: Incident Summary window Incident Details window. To add a note from the Incident Summary window: Select the required radio button. Click on Add Note. Refer to Section 6 for information about adding a note via the Incident Details window. You must select the Customer Communication Update option from the Note Type dropdown list. When you have typed a free-format note in the Details field, you can click on Submit and if the note has been successfully added a message is displayed. 11

12 Service Desk Customer Portal 6 Viewing an existing incident The incident details are split into two parts on the same window, ie: Incident details Incident history. The details are displayed when you do one of the following on the Incident Summary window: Select the required radio button and click on View Incident. Click on the required Incident ID. The incident details portion of the window is illustrated in Figure 5. Figure 5 The Incident Details window If there is an attachment associated with the entry you can click on Attachments. Refer to Section 12 for information about using the attachment summary. You can add a note to the incident by clicking on Add Note. Refer to Section 5 for information about the Add Note window. 12

13 Viewing an existing incident The incident history portion of the window is illustrated in Figure 6 on which up to a maximum of eight entries might be displayed. Figure 6 The Incident Details window You can search for entries that match particular criteria using the grey search fields. Refer to Section 5 for information about the search facility. Should an entry have the details highlighted in blue and underlined, you can click on it to view the entire note as illustrated in Figure 7. Figure 7 The note window 13

14 Service Desk Customer Portal 7 Adding a new incident You use the Add Incident window illustrated in Figure 8 to add a new incident. Figure 8 The Add Incident window 14

15 Adding a new incident You start by searching for the required contact which you can do by clicking on either of the Go buttons to display the window illustrated in Figure 9. Figure 9 The contact search results window Refer to Section 9 for information about viewing a contact s details. To select a contact: Select the relevant radio button. Click on Select. The Add Incident window is redisplayed with the contact details completed. 15

16 Service Desk Customer Portal You must select a Type/Category/Sub-Category combination and these are shown in the following table. Type Category Sub-Category Incident Software None Maginus Dream Comms XL Coda Chameleon Sostenuto Storefront Webstore BI AX Financials Bespoke Solution Other Hardware MSM None Unix Server Comms XL PC Host PC Citrix Hosted Service Other None Service Request Implementation None Hardware Software Other Software None Project Issue Documentation None Hardware Software None None Query None None 16

17 Adding a new incident You must type a free-format comment in the Summary field and it is recommended that you expand on this summary by entering as much information as possible in the Description field. If required, enter your internal reference. You cannot add an attachment when you are creating an incident. Refer to Section 12 for information about adding an attachment. Finally, click on Submit and if the incident has successfully been added a message is displayed giving you the incident number. You can then click on Cancel to return to the Incident Summary. If you have not completed any mandatory data you are prevented from continuing. 17

18 Service Desk Customer Portal 8 Resolving an incident You use the Resolve Incident window illustrated in Figure 10 to change the status of an open incident to Resolved. Figure 10 The Resolve Incident window This window is available via the: Incident Summary window Incident Details window. You must select a reason from the Reason for Resolution dropdown list. When you have typed a free-format note in the Details field and selected one or more of the optional check boxes, you can click on Submit and if the resolution is successful a message is displayed. 18

19 Closing an incident 9 Closing an incident You use the Close Incident window illustrated in Figure 11 to change the status of an resolved incident to Closed. Figure 11 The Close Incident window This window is available via the: Incident Summary window Incident Details window. You must select a reason from the Reason for Closure dropdown list. When you have typed a free-format note in the Details field you can click on Submit and if the closure is successful a message is displayed. 19

20 Service Desk Customer Portal 10 Using the Problem Summary You use the Problem Summary window illustrated in Figure 12 to view a list of problems that are associated with incidents and which have been raised by Maginus personnel during their investigations typically when a software change is required to resolve an incident. Figure 12 The Problem Summary window By default, the incidents are displayed in Problem ID sequence but you can click on any of the column headings to change the sequence. To search for entries that match particular criteria, you use the grey search fields located immediately beneath the column headings. For example, if you wanted to display only high impact problems that have a status of Open you would do the following: In the Impact search field, type in High. Click on Go. In the State search field, type in Open. Click on Go. You can cancel the search and revert the list to its original setting by clicking on Clear Search Results. The total number of records that are available is displayed in the bottom left of the window and this is prefixed by the number of the selected record, eg Record 1 of 13. Also displayed are the current page number and the number of pages over which these records are spread, eg Page 1 of 2. 20

21 Using the Problem Summary The number of records shown on each page defaults to 10 but you can change this by typing the required number up to a maximum of 25 in the View: records field and then clicking on View. You can navigate through the sets of records by clicking as required on First, Previous, Next or Last. The number of records in a set is determined by the setting of the View: record field. Should an entry have the details highlighted in blue and underlined, you can click on it to view the entire note as illustrated in Figure 7. To view a problem, do one of the following: Select the required radio button and click on View Problem. Click on the required Problem ID to display the window illustrated in Figure 13. Figure 13 The Problem Details window You should note the following points: Should an entry have the details highlighted in blue and underlined, you can click on it to view the entire note as illustrated in Figure 7. The Problem History is displayed in the lower portion of the window. If there is an attachment associated with the entry you can click on Attachments. Refer to Section 12 for information about using the attachment summary. 21

22 Service Desk Customer Portal 11 Using the Contact Summary You use the Contact Summary window illustrated in Figure 14 to view a list of contacts in your company that have been associated with incidents. Figure 14 The Contact Summary window Contacts can only be added by Maginus personnel. By default, the incidents are displayed in Surname sequence but you can click on any of the column headings to change the sequence. To search for entries that match particular criteria, you use the grey search fields located immediately beneath the column headings. You can cancel the search and revert the list to its original setting by clicking on Clear Search Results. The total number of records that are available is displayed in the bottom left of the window and this is prefixed by the number of the selected record, eg Record 1 of 13. Also displayed are the current page number and the number of pages over which these records are spread, eg Page 1 of 2. The number of records shown on each page defaults to 10 but you can change this by typing the required number up to a maximum of 25 in the View: records field and then clicking on View. You can navigate through the sets of records by clicking as required on First, Previous, Next or Last. The number of records in a set is determined by the setting of the View: record field. 22

23 Using the Contact Summary Should an entry have the details highlighted in blue and underlined, you can click on it to view the entire note as illustrated in Figure 7. To view a contact s details, do one of the following: Select the required radio button and click on View Contact. Click on the required Customer Name to display the window illustrated in Figure 15. Figure 15 The Contact Details window The Contact History is displayed in the lower portion of the window. 23

24 Service Desk Customer Portal 12 Using the Attachment Summary You use the Attachment Summary window illustrated in Figure 16 to manage a list of the attachments associated with an incident. Figure 16 The Attachment Summary window 12.1 Viewing an attachment You use the standard File Download window illustrated in Figure 17 to download an attachment that has a green symbol alongside its radio button. Figure 17 The File Download window 24

25 Using the Attachment Summary This window is displayed when you do the following: On the Incident Summary window, select the required radio button. Click on Attachments. If there is more than one attachment, select the required radio button. Click on View Attachment. You can either open the file or save it to disk Adding an attachment You use the Upload Attachment window illustrated in Figure 18 to add an attachment. You can only add an attachment to an existing incident and not when you are adding a new incident. Figure 18 The Upload Attachment window This window is displayed when you do the following: On the Incident Summary window, select the required radio button. Click on Attachments. Click on Add Attachment. To add an attachment to an existing incident: Click on Browse. Use the standard Choose File window to navigate to the required file. 25

26 Service Desk Customer Portal Highlight the file and click on Open. The full path name is displayed on the Upload Attachment window. If required, type in a description of the file. Click on Upload. A message is displayed if the attachment is successfully uploaded and it is added to the list of attachments on the Attachment Summary window. 26