User guide for NextGenTel Service Overview Trouble Ticket

Transcription

1 USER GUIDE SERVICE OVERVIEW TICKET Version: 2.1 User guide for NextGenTel Service Overview Trouble Ticket

2 USER GUIDE SERVICE OVERVIEW TICKET Page no. 2 (9) Table of content 1. Introduction Navigation Service Overview Trouble Ticket window New ticket creation Exporting data Customer feedback... 9

3 USER GUIDE SERVICE OVERVIEW TICKET Page no. 3 (9) 1. Introduction This guide will take you through the basic navigation and give you necessary information to use the trouble ticket functionality in the Service Overview. Service Overview Trouble Ticket is an incident management tool for a customer. The tool is sending, updating, closing and report tickets directly to and from the incident management systems used by NextGenTel Service Desk. A user, either a person or a group of persons, is acting on the company s behalf and will be the users of the Service Overview Trouble Ticket. There is no limit of users, but they have to be set up before using the Service Overview Trouble Ticket.

4 USER GUIDE SERVICE OVERVIEW TICKET Page no. 4 (9) 2. Navigation Service Overview Trouble Ticket is available through the NextGenTel Service Overview portal, using the general credentials of the company. NextGenTel Customer Self Care Portal Figure 1: Enter the company username and password, and select Forhandler / Partner / Storkunde in the portal option menu, before pressing OK. NextGenTel Service Overview

5 USER GUIDE SERVICE OVERVIEW TICKET Page no. 5 (9) Figure 2: Select on the left hand menu Service Overview to open the Service Overview Trouble Ticket. The main window will open and show Service Overview Trouble Ticket. NextGenTel Service Overview Trouble Ticket Figure 3: Enter your username and password. Other languages can be set under Language. In case the password is lost, enter the username in the input field below Lost your password?. The confirmation is sent to your registered address for a new password.

6 USER GUIDE SERVICE OVERVIEW TICKET Page no. 6 (9) 2.1 Service Overview Trouble Ticket window Figure 4: Ticket overview Buttons on top menu shows options for navigating in the Service Overview Trouble Ticket, as shown below in figure 5. Log out and end the session New ticket creation Figure 5: Buttons on top menu. Overview of your reported tickets Overview of all reported tickets Search tickets Freqently asked questions User prefrences New ticket creation A new ticket is being created by selecting the New Ticket button on the top menu.

7 USER GUIDE SERVICE OVERVIEW TICKET Page no. 7 (9) Figure 6: New ticket creation. A new page opens with input and selectable fields for the ticket creation. Before a ticket can submit, some fields needs to be set in order to submit the ticket Filling out a new ticket form First field are the reason from your point of view need to submit. Three options is selectable, which shows the type of ticket you are creating. In this chapter, we guide you through the required options. Figure 7: Type of ticket

8 USER GUIDE SERVICE OVERVIEW TICKET Page no. 8 (9) Given type of inquiry, will determine how your inquiry is classified. There are three options available. One of the following options is required before submitting the new ticket. An incident with the reason of Total outage states that your service is out of order and can not be used. Your service level agreement will apply. An incident with the reason of Disturbance is any situation the service is working, but experience short breaks, low capacity or high latency. A reason of Information is only for requesting information, such as a report in case of a fixed fault (Reason for outage). The To field is which department the ticket should be sent to. There is by default one required option available. In the Subject field, it is required to enter any free text. We recommend a short description for the inquiry, that describe the main reason, e.g. We lost contact with <location>/<outside network>, Please produce a RFO for <ticket number>/<relevant reference>. In the Text field, it is required to enter any free text. We recommend a reference to the location number or name, your own reference and a detailed description of the fault. If a detailed description is not possible to provide, please describe the experience the difference against a normal working service After a new ticket is created Once the new ticket ready and submitted, the ticket overview will reappear, showing all your tickets. The new ticket has status new as shown below in figure 8. Figure 8: New ticket showing in ticket overview.

9 USER GUIDE SERVICE OVERVIEW TICKET Page no. 9 (9) 3. Exporting data By selecting the Search button on the top menu, an export of tickets is possible. In the Result form it is available three options for the export, CSV (comma separated values for excel spreadsheets or databases), normal or a print friendly form. Figure 9: Selectable export format 4. Customer feedback If you have any questions or suggestions regarding this user guide, please send them by to the NextGenTel address below. Set the subject to Service Overview Trouble Ticket and then describe your question/suggestion, which chapter that it concerns and which version of the document that you have. The mail address is: thomas.due.sivertsen(at)nextgentel.no