WSTS_InstructionManual

Transcription

1 Instruction Manual for Web-based Support Ticketing System (WSTS) Project ID Project Name Document ID WSTS Web-based Support Ticketing System WSTS_InstructionManual Version No. 1.0 Release Date 28/11/17 Page 1 of 13

2 Document Control Change History Version No Date Prepared/Changed By /11/2017 Aarati Kollur /11/2017 Niralee Chavan /11/2017 Shishir Srivastava /11/2017 Aarati Kollur Reviewed By Approved By Purpose/Change Initial draft with Niralee procedure for Chavan operating WSTS Document Shishir formatting and Srivastava removal of A/M/D column Shishir LR justify Srivastava Niralee Shishir Chavan Srivastava Final Version Page 2 of 13

3 Table of Contents Document Control... 2 About This Guide Introduction Purpose and Scope General Description and Background General Description System Requirements Software Items Hardware & Firmware Items Operating Instructions Issue Log Procedure Abbreviations Page 3 of 13

4 About This Guide The Instruction Manual describes features of the Web-based Support Ticketing System (WSTS). It serves as a guideline for the operator on how to use the WSTS application for logging issues and tracking the status of those issues. Various functionalities of the system have been detailed in the manual to aid the operator in smoothly running the application. 1 Introduction 1.1 Purpose and Scope The purpose of this document is to capture detailed description of Web-based Support Ticketing System. It will explain the purpose and features of the system, what system will do and constraints under which it must operate. It would also help the operator to follow the sequence of activities to interact with the system. The document is formatted to give a feel of general interactive screens. 1.2 General Description and Background The WSTS acts as interface between the Operator and the Support Help Desk. The product is developed for assisting the operator to log issues in a software system where he can view the details of the issues, track the status of each issue and communicate with the Support help desk on those issues for their resolution. 2 General Description 2.1 System Requirements Software Items Software Item Client Machine Server Machine Operating System Windows 7 and above Windows Server 2012 Database None MS SQL 2012 Browser IE 10 and above (recommended), NA Firefox, Chrome Web server NA IIS 8.0 Dot Net Framework NA Version 2.0 & above User Interface Adobe Flash Player & above Adobe Flash Player & above Page 4 of 13

5 2.1.2 Hardware & Firmware Items Hardware Item Client Machine Server Machine Processor Not less than 1.5 GHz Not less than 1.5 GHz RAM Not less than 2 GB Not less than 2 GB HDD Not less than 20 GB Not less than 20 GB 3 Operating Instructions This section provides step-by-step instructions for operating WSTS. 3.1 Issue Log Procedure A trained End-user representative hereinafter, shall be referred to as operator, should first test the reported problem using the test data area on the operator s system. If the problem is reoccurring, he should create a Support Ticket on WSTS (Web- based Support Ticketing system). Our Support Desk will provide a unique operator-id and password to Customer for accessing WSTS. Please follow the procedure mentioned below: Operator needs to open WSTS typing this URL: in any web browser and pressing Enter key of the keyboard, following screen will appear. Please enter operator id and password to login in Page 5 of 13

6 On successful login to the system, below screen will appear. Here the operator can see Contract No and its Expiry Date. On selection of the Contract entry, detailed information about the contract such as type of contract standard SAP or AMC or Helpdesk, purchased Add-ons, number of licenses, etc. are displayed Contract No. Expiry Date Contract Details To generate a ticket, operator needs to select the particular item code. For e.g. if there a problem with Inecom Add-on Bonded Warehouse, operator needs to select that Item only, as highlighted below After selecting Item code Operator need to click on Generate ticket Page 6 of 13

7 Clicking on Generate Ticket button opens up a new screen Generate Ticket where operator needs to select fields such as Owner from dropdown list, assign Priority to the ticket, mention problem details in brief under Subject line and more detailed information about issue under Problem Description section. Problem description in brief Operator need to select his / her name in owner field. After owner selection operator need to select priority as per SLA Problem in detail Option to attach screen shot of issue Page 7 of 13

8 The operator is advised to attach screenshot of the issue wherever possible, for faster investigation and resolution of the problem. Supported file formats are PDF, Word and Excel. Attached file appear like this To attach a file operator needs to click on Submit button. Page 8 of 13

9 When a ticket is submitted, a unique Log reference number (Support ticket) will be allocated to each support log received. The status of the ticket changes from Open to Pending and an acknowledgement in form of consisting of log number is sent to the operator. The Support Log will be allocated to a trained Support Consultant who shall communicate with the operator on respective Support Log. Communication exchanges between the Support consultant and operator can be seen in the Description section. Additionally, an acknowledgement describing the solution is also sent to operator. The reply from Support consultant will appear like this. Operator needs to click on Reply Button Page 9 of 13

10 For replying to the Support consultant s response, operator has to click on Reply button. Below screen will appear where operator will need to fill information under Reply section and then click on submit button to send the response. Operator need to fill information as asked by Support consultant. After reply information filled click on Submit Button. Page 10 of 13

11 Once the issue is resolved, operator shall confirm via replying to the ticket and marking the ticket as resolved by checking the Ticket Resolved checkbox and clicking on Submit button. The status of the ticket changes from Pending to Closed. Operator need to click on check box of Ticket Resolved After click on ticket resolved operator needs to again click on Submit Once the ticket closure, below screen will appear and once again confirmation goes will be sent to the operator. Page 11 of 13

12 The operator can view all the logged tickets under All Tickets tab. Logged tickets are categorized based on their status and can be viewed under respective tabs. For example, open tickets can be seen in Open Tickets tab, pending tickets in Pending Tickets tab and closed tickets under Close Tickets tab. Status of tickets Note: - Ticket Status meaning Pending status Response is awaited from operator Open status Ticket is unresolved Closed status Ticket is closed Page 12 of 13

13 4. Abbreviations Abbreviation WSTS Long form Web-based Support Ticketing System Page 13 of 13