RICOH IT Help Desk (User Manual)

Transcription

1 RICOH IT Help Desk (User Manual) RICOH IT Helpdesk User Manual (Version 1.0) Release Date: 20 March, 2013

2 Contents 1. Functional Overview Aim Objectives Insight into the options available 3 2. Operational Details Login Incident Raise Incident Request an Asset Reports 8 For Internal Use Only. Page 2

3 1. Functional Overview This section of the manual will introduce the RICOH IT helpdesk and the options it provides. 1.1 Aim The aim behind the development of RICOH IT Helpdesk is to cater to the IT requests of the employees of RID. The system also provides reports on the logged requests. 1.2 Objective Improved request management will provide an easy platform for the employees to log any IT requests and hence track the same. Options available in the RICOH IT Helpdesk: The IT Helpdesk has the following options: 1. Raise Incident/Request Log a Ticket Request an asset 2. Reports Check status of requests For Internal Use Only. Page 3

4 2. Operational Details This manual contains step-by-step information about the operational details of the IT Helpdesk web-based portal. 2.1 Login IT helpdesk been integrated to Quick Base (QB) portal hence the user need to login through their valid credentials and click on the IT Helpdesk link under MY APPS section 2.2 Incident The Incident link provides two options, namely; Raise & Reports. They are shown below: The Raise link can be used to either log a ticket or request for an asset as per the requirements of the user. For Internal Use Only. Page 4

5 The Report link can be used to view the status report of any logged ticket or the status on the request of an asset Raise Incident This feature can be used to raise an IT related ticket or log a request for any IT related product/service Log a Ticket For logging a ticket, the following fields have to be filled in by the user: Ticket Description The user has to fill in the description of the ticket being logged. Select Category The user is required to select the relevant category from the options available in the drop down menu list. For Internal Use Only. Page 5

6 Select Sub Category Based on the selection made in the above step, the user will be provided with various options related to the selected category. The user is required to choose the relevant option. Contact Number The user needs to enter his/her contact number. Current Location By default, the system displays the base location of the employee, but in case where an employee is not at his/her base location, he/she needs to select his/her current location. This can be done by selecting from the options available in the drop down menu. Upload File The user has an optional feature of uploading any related file. Remarks The user can add any remarks related to the entry being logged. Once the user has filled in all the necessary details, he/she is required to click on the submit button to log the ticket. Note: Only those fields which are marked by an asterisk (*) sign are mandatory. All other fields are optional. For Internal Use Only. Page 6

7 Request an Asset The user can select the Request an Asset option to request for any Hardware/Software or Networking related product/service. Such as request for new Laptop/ Desktop Mouse Monitor RAM Keyboard Pen Drive Data Card, etc This is shown in the following image. For requesting an asset, the user is required to fill out the following information fields: Ticket Description The user has to fill in the description of the request being made. Select Category The user is required to select the relevant category from the options available in the drop down menu list. For Internal Use Only. Page 7

8 Select Sub Category Based on the selection made in the above step, the user will be provided with various options related to the selected category. The user is required to choose the relevant option. Contact Number The user needs to enter his/her contact number. Current Location By default, the system displays the base location of the employee, but in case where an employee is not at his/her base location, he/she needs to select his/her current location. This can be done by selecting from the options available in the drop down menu. Remarks The user can add any remarks related to the request being made. 2.3 Reports The reports section can be used to view the status of any ticket logged or any request made by the respective user. It has the following filters for categorizing the search results: Date Range This option can be used for filtering the search results according to specific To and From date. Request Type This option can be used for filtering the search results according to the type of request made, i.e. Ticket or Request. For Internal Use Only. Page 8

9 Request Status This option can be used for filtering the search results according to the current status of the request. The above image shows a sample report generated for an employee. For Internal Use Only. Page 9