MSS/Support User s Guide. Mitchell & McCormick

Transcription

1 MSS/Support User s Guide Mitchell & McCormick Mobile Sales Suite MSS/Support Help Desk and Product Support Application Version 4.0 Lotus Notes 5.0 & 6.0 Series Doc Version 1.0 X1 Solutions, LLC Information in this document is subject to change without notice. Companies, names, and data used in examples herein are fictitious unless otherwise noted. No part of this document may be reproduced or transmitted in any form or by any other means, electronic or mechanical, for any purpose, without the express written permission of X1 Solutions, LLC X1 Solutions, LLC, 1900 The Exchange, Suite 400, Atlanta, GA All rights reserved. Lotus Notes is a registered trademark of Lotus Development Corporation. All other programs or applications not mentioned in this paragraph are licensed, or a registered trademark of the irrespective companies.

2 TABLE OF CONTENTS OVERVIEW...2 END USER INCIDENT LOGGING OVER THE WEB ACCESSING THE SUPPORT SERVICES WEB PAGE. 3 LOGGING IN. 4 SUPPORT SERVICES.. 5 HELP DESK SERVICES.. CREATING NEW INCIDENTS VIEWING INCIDENTS VIEWING INCIDENT DETAIL SUBMIT SUPPORTING FILES VISIT KNOWLEDGEBASE NOTES X1 Solutions, LLC Page i 7/15/04 - Version 4.0

3 OVERVIEW MSS/Support is a unique application that allows a company to accomplish two purposes with a single installation. First, it can act as an internal help desk to provide support for corporate assets. Second, it allows for product support to customers for such things as FAQ s, logging complaints, finding experts, tracking service calls and providing customer self-service over the web. It is comprised of three databases: 1) Help Desk 2) Installation and 3) Product Development. The Help Desk database maintains incidents logged by users/customers and resolved by support/help desk users. The Installation database provides record of a customer s serviceable items. Lastly, the Product Development database allows tracking of product development, modifications and resolutions. MSS/Support is integrated with MSS/CRM and MSS/Website products and can also supplement your existing website. Unlike other MSS products, MSS/Support is unique, in that only administrators or users responsible for help desk/support tasks are allowed access to the application. The end user, whether an internal employee or customer, logs issues via a web page which is stored in the Help Desk database for workflow by MSS/Support users. Employees or customers can also see the status of the issues they ve logged as well a find other resources to help them solve their problem. The majority of application usage is performed by MSS/Support users that are assigned to resolve help desk incidents. This user guide focuses solely around this role but also describes how an end user would access the application through a web browser. The chapter that describes this can be used as a guide to assist your end users (employees or customers) on how to log incidents, check the status of incidents and search for resolution resources (via knowledgebase articles) X1 Solutions, LLC Page 2 7/15/04 - Version 4.0

4 Accessing the Support Services Web page After opening your web browser and entering into the address bar you will be directed to the M&M Support Services Web page where you will have the ability to access several different services we offer over the internet. After clicking the Click here to access the helpdesk you will be redirected to the login page. If you do not have a login please contact your system administrator as they will be responsible for acquiring your authentication. Once you account has been configured you can now log into your account X1 Solutions, LLC Page 3 7/15/04 - Version 4.0

5 Logging into the Support System When fist logging in, information will be stored on your computer in the form of a cookie in order to remember you the next time you login to the support system. However, the first time you are logging in or if you re using another computer, you may be directed to the login screen. In order to access the support system, enter your account name (usually your address) and your password. Once you re successfully logged in, you ll be redirected to a menu to allow you to create a new incident, view existing incidents or browse the knowledgebase. If you forget your password, you will have the opportunity to have your password ed to you. Just click the my password to me link, enter your user name ( address) and submit the request. Your password will be ed to your address and you can use it to access the support system X1 Solutions, LLC Page 4 7/15/04 - Version 4.0

6 Support Services Once you have an account configured and have logged into Support Services you will have the ability to access the Help Desk to log an incident and the Knowledgebase where you can find answers to frequently asked questions and download available documents such as manuals, press releases, and newsletters. Once you have logged in you will be presented with a screen similar this. Your screen may have a different look and feel, but should allow you to : Access the Help Desk Access the available Knowledgebase domains 2002 X1 Solutions, LLC Page 5 7/15/04 - Version 4.0

7 Help Desk Once you have accessed the Help Desk you will have the ability to log incidents, view existing incidents, both unresolved and resolved within the last so many days, and visit the knowledgebase where you can find answers to frequently asked questions and download available documents such as manuals, press releases, and newsletters. Once you have accessed the Help Desk you will be presented with a screen similar to the menu below. Your screen may have a different look and feel, but should allow you to : Create new incidents. View past incidents (both opened and closed) they have created or that others in their organization have created. View a knowledgebase of help or knowledgebase documents X1 Solutions, LLC Page 6 7/15/04 - Version 4.0

8 Creating New Incidents Creating a new incident is very easy and straightforward. This can be done from the support menu or while viewing a list of other incidents. When creating a new incident you will first encounter Incident Initialization which allows you to choose from a pre-configured list of problem types. Selecting the problem type allows the incident to be classified correctly. Based on the classification, it also allows the incident to be routed to the correct help desk queue and representative behind the scenes. Some configurations may also ask the user to answer certain questions based on the problem type that is selected. For example, if there was a problem type called Hardware which questions configured for values such as Server and Workstation, you may see an additional drop-down list asking Please select hardware type with these values. The user would have to answer this question as well before they continue. This may allow the help desk representative to gather more specific information in order to be resolve the issue. It also may be used to determine which type of knowledge documents the user may have access to in order to allow them to try and resolve the problem on their own X1 Solutions, LLC Page 7 7/15/04 - Version 4.0

9 Creating New Incidents (Con t) Once the incident is opened, you will see a number of fields that need to be filled out in order to describe how serious the problem is, the specifics of the problem and any steps necessary to reproduce the problem. Once complete, click the [Continue] or [Submit] button for the system to process the new incident X1 Solutions, LLC Page 8 7/15/04 - Version 4.0

10 Creating New Incidents (Con t) Upon successful submission, you will receive a confirmation notice on the screen as well as an with the same information. You will also be able to return to the incident list, return to the support system menu or go to the Mitchell & McCormick website X1 Solutions, LLC Page 9 7/15/04 - Version 4.0

11 Viewing Incidents Over time, you along with your peers may have multiple incidents logged in your queue within the support system. In order to view them, you would click the View Incidents link from the Support menu as previously shown. This will bring up a list of open and closed incidents. From this screen, you are able to: Create a new incident enter another incident. View open incidents view the details of existing open issues. View closed incidents view the details of recently closed issues. Likewise, the incidents can be sorted in a number of ways by clicking the options in the View drop down box. A search box is also available so that keywords can be searched and relevant help desk incidents returned as the result X1 Solutions, LLC Page 10 7/15/04 - Version 4.0

12 Viewing Incident Detail By clicking on one of the incident links, the incident will open to a detail view. Viewing an incident s detail gives specific information about the incident. Likewise, any updates that have been added to the original incident are shown in date order starting from the most recent update. Viewing an incident also allows: Ability to Update the Incident Submit supporting files such as screen shots or attachments View All incidents If a closed incident is viewed, a closure reason and date will be stamped on the incident. You will also receive an that the incident has been resolved X1 Solutions, LLC Page 11 7/15/04 - Version 4.0

13 Submit Supporting Files At certain times you may need to submit supporting files in order to assist the help desk representative with resolution. Incidents can support multiple supporting files and they are linked to the incident. You can add these files by clicking the Submit Supporting Files link as seen in the previous screenshot. Just click the Browse button to find your document and click Submit. Once the file has been submitted, it will be associated with the submitted incident and seen as an incident update X1 Solutions, LLC Page 12 7/15/04 - Version 4.0

14 Visit Knowledgebase Domains Knowledgebase documents are also available over the Web and can be viewed to provide assistance with problem resolution. You must first choose the appropriate domain to locate your article or document. By clicking on one of the available links you will be directed to the list of categories available within that specific domain X1 Solutions, LLC Page 13 7/15/04 - Version 4.0

15 Knowledgebase Categories Knowledgebase categories are just a way to group similar ideas, solutions, and documents together. Just click on the link to access the detailed articles and documents associated within a specific category. After choosing your domain you will see a list of high-level categories that define the types of knowledgebase articles. Select the category that applies and you will be directed to a listing of the available knowledgebase articles with in that category. Likewise, there will normally be a search function that allows you to type in keywords. Using the search function will return a list of knowledgebase articles that meet your search criteria X1 Solutions, LLC Page 14 7/15/04 - Version 4.0

16 Visit Knowledgebase (con t) Out of the listing of knowledgebase documents, if you would like to view it further, just click the article to drill down to its detail X1 Solutions, LLC Page 15 7/15/04 - Version 4.0

17 Visit Knowledgebase (con t) The knowledgebase article will be displayed. Note that knowledgebase articles may contain plain text, rich text containing bold, italics, or underline, graphics and attached files. Files that are attached can be viewed or downloaded to your PC. To view the contents of a document just double-click it. To download the document you must right-click on the document, choose the Save As option, decide in which folder you would like to save the document to and the click OK X1 Solutions, LLC Page 16 7/15/04 - Version 4.0

18 NOTES 2002 X1 Solutions, LLC Page 17 7/15/04 - Version 4.0