NTT DATA Helpdesk Manual MYIT

Transcription

1 NTT DATA Helpdesk Manual MYIT Version 1.0 NTT DATA Helpdesk Manual My it 1/15

2 Inhalt 1 Introduction Login Helpdesk Homepage ITSM-Incident creation imobility-incident creation Creation or change of user account News-Feed News-Feed News-Feed Details News-Feed Beitrag, Suche oder IT-Anforderung erstellen My Activity Logout Figures Version 1.0 NTT DATA Helpdesk Manual My it 2/15

3 1 Introduction Welcome to the documentation for the new system for NTT Data support. This document is intended to give you an overview of the new functionality that you can use to create support tickets at NTT Data. 2 Login Visit to log in to the NTT DATA Helpdesk: Figure 1 Login page Fill in user and password Press Log in to enter the system. Version 1.0 NTT DATA Helpdesk Manual My it 3/15

4 3 Helpdesk The MYIT integration provides a comfortable user interface for managing and creating the ITSM and imobility tickets. 3.1 Homepage After login, you will be taken to the NTT DATA Helpdesk application homepage Figure 2 Home page NTT Data Helpdesk On the main screen you can easily create ITSM Incidents (see chapter 2.1.1), imobility Incidents (see chapter 2.1.2) or create or change user accounts (see chapter 2.1.3). In addition, one can get an overview of existing tickets of the function "View existing requests. Using "Contact your IT organization" one can call up the contact data for NTT Data. Version 1.0 NTT DATA Helpdesk Manual My it 4/15

5 3.1.1 ITSM-Incident creation Use the "Create ITSM-Incident" button to create a ITSM-Incident Figure 3 Create ITSM incident Fill in all required fields (marked with a red star, short description,product, module / system, description, priority) and press "Submit request" to send the incident to the support. Your contact data should be filled in automatically. Version 1.0 NTT DATA Helpdesk Manual My it 5/15

6 3.1.2 imobility-incident creation Use the button "Create imobility-incident" to create a new imobility-incident: Figure 4 Create imobility incident Fill in all required fields (marked with a red star, summary, description) and press Submit request" to transfer the imobility incident to the support. Again the contact data should be automatically filled out. Version 1.0 NTT DATA Helpdesk Manual My it 6/15

7 3.1.3 Creation or change of user account Use the "Creation or Modification of user accounts" button to create a new user or change an existing one: Figure 5 Creation or change of user account Fill in all mandatory fields (Please choose) and press "Send request" to transfer the creation or change of a user account to the support. Version 1.0 NTT DATA Helpdesk Manual My it 7/15

8 4 News-Feed The News-Feed gives you an overview of all activities related to your incidents. 4.1 News-Feed On the News-Feed tab, you will see an overview of the incidents created (ITSM incidents, imobility incidents, creation / change user accounts) and all comments. Figure 6 News feed You can also add comments by pressing the balloon with the green +. Version 1.0 NTT DATA Helpdesk Manual My it 8/15

9 4.1.1 News-Feed Details By clicking on an Incident you can see the overview: Figure 7 Details Available functions: - Request Details ( ) - Comments and Attachments ( ) Version 1.0 NTT DATA Helpdesk Manual My it 9/15

10 News-Feed Request Details Clicking on the Request Details will take you to the detail overview of the Incident. Here you can read all important information of the Incident. Figure 8 Request Details More Details Version 1.0 NTT DATA Helpdesk Manual My it 10/15

11 News-Feed Comments and Attachments Clicking on Comments and Attachments will take you to the detail view of the comments and attachments of the request. Figure 9 Comments and Attachments Version 1.0 NTT DATA Helpdesk Manual My it 11/15

12 4.1.2 News-Feed Beitrag, Suche oder IT-Anforderung erstellen You can start a search by clicking on the section "Post, Search or make IT request". Figure 10 Message window You can send it to a person who is entered in the system by entering the "@" symbol. Figure 11 Message to other users Version 1.0 NTT DATA Helpdesk Manual My it 12/15

13 4.2 My Activity On the "My Activity" tab all incidents and attachments or changes of a user and comments are displayed on a timeline. Figure 12 My Activity Version 1.0 NTT DATA Helpdesk Manual My it 13/15

14 4.3 Logout To end your session, please use the "Sign out" button, which is available on each tab in the upper right corner. Figure 13 Sign out Version 1.0 NTT DATA Helpdesk Manual My it 14/15

15 5 Figures Figure 1 Login page... 3 Figure 2 Home page NTT Data Helpdesk... 4 Figure 3 Create ITSM incident... 5 Figure 4 Create imobility incident... 6 Figure 5 Creation or change of user account... 7 Figure 6 News feed... 8 Figure 7 Details... 9 Figure 8 Request Details More Details Figure 9 Comments and Attachments Figure 10 Message window Figure 11 Message to other users Figure 12 My Activity Figure 13 Sign out Version 1.0 NTT DATA Helpdesk Manual My it 15/15