Service Desk user guide. FAQ document

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Deborah Allen
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2 Table of contents Introduction... 4 I. Cockpit IT Service Manager... 4 II. Some definitions... 4 Interface presentation... 5 I. Navigation... 5 A. Homepage... 5 B. Hamburger menu... 6 C. Badges... 6 II. User preferences... 7 A. To access the menu... 7 B. Authentication... 7 C. Update my notification options...10 D. Update my preferences III. Notification center A. Configuration B. Receiving notifications IV. List management A. The toolbox B. The bulk actions C. The filters Tickets I. To access the module II. Create a new ticket III. Follow an open ticket IV. Add information to an open ticket V. To reopen a closed ticket VI. To permanently close a ticket VII. Approve / Reject a ticket VIII. Follow your problems IX. Follow your projects X. Search tickets XI. Show statistics Monitoring I. To access the module II. Service status III. Alert dashboard IV. Availability statistics V. Metrics VI. Maintenance schedules

3 Infrastructure I. To access the module II. Equipment list III. Network list IV. Software list V. License list Reporting I. To access the module II. Open a report III. Last published reports IV. Archived reports Documentation I. To access the module II. To open a document III. To request an update IV. Search engine V. Tree VI. Favorites... 3

4 Introduction I. Cockpit IT Service Manager The purpose of this document is to introduce the Service Desk (contact interface) on the Cockpit IT Service Manager portal. Cockpit IT Service Manager is an online portal which allows users to: Communicate with your IT service teams Find documents in the knowledge base Receive reports Check status of the services II. Some definitions Contact: a simple user of Cockpit IT Service Manager portal. They can create and expand tickets and consult certain elements on the portal (documents, reports, infrastructure, etc.). Ticket: a form used to exchange with IT service teams. There are 3 types of tickets: Incident Request Change A ticket is composed of: A title A message Possibly, attachments Optional fields (category, priority, etc.). 4

5 Interface presentation I. Navigation A. Homepage The homepage provides access to different modules. Each square represents a module. When the user clicks on a module, the menus available for this module appear. The modules and the menus available may differ according to the current user rights. 5

6 B. Hamburger menu The hamburger menu is available on all Service Desk pages, the user just has to click on the icon on the top left. The hamburger menu provides access to the modules and the menus available on the homepage. C. Badges Badges with indicators are displayed on the homepage and the hamburger menu. These counters are elements in process or awaiting for actions. For example: Ticket to approve, pending alerts, etc. The badges are not related to the notification center, notification acknowledgement will not hide a badge. 6

7 II. User preferences A. To access the menu Connect to the portal via an internet browser. Open the preferences clicking on the user name or on the picture. B. Authentication 1. Authentication mode Several authentication modes are available: With Cockpit IT Service Manager : the user and the password are managed by the portal. With Google SSO service: user s portal access is linked with user s Google account (Google Suite account is needed). The service must be turned-on by the portal administrator. Withe Microsoft Azure SSO service: user s portal access is linked with user s Microsoft Azure account. The service must be turned-on by the portal administrator. With LDAP access : user s portal access is linked with user s LDAP account. The service must be turned-on by the portal administrator. Use the My account tab to update authentication mode. 7

8 2. Password update With Cockpit IT Service Manager authentication mode, use the My account tab to change the password. With other authentication modes, the password must be updated in the linked service (Google, Azure, LDAP). 8

9 3. Two-factor authentication To secure portal access, a two-factor authentication option is available. This option is available only with Cockpit IT Service Manager authentication mode The mobile app «Google Authenticator» is necessary to use the two-factor authentication service. Use the My account tab to turn-on the two-factor authentication service. 9

10 After the activation, the following window appears. Open the «Google Authenticator» mobile app and scan the QR-code. For each portal authentication, the Google Authenticator temporary code will be asked. C. Update my notification options See the section Notification center of this document. 10

11 D. Update my preferences Use the Preferences tab to update your personal settings (language, timezone, date format, etc.). 11

12 III. A. Notification center Configuration In the user preference menu, use the Notifications tab to update your notification options. The notification are organized by module. For each subject, you can set up notification via and/or in the notification center. If you are not allowed to update these options on your profile, options will be disabled on the menu. B. Receiving notifications Notifications are sent by and/or added to the notification center. When there is a new notification in the notification center, a badge will appear next to the Alert icon with the number of unread notifications. 12

13 To see the notifications simply click on the Alert icon. The list of notifications will open in a new window. You can either mark them as read or delete them. Note: After a certain time, the notifications are deleted automatically. 13

14 IV. List management A. The toolbox The toolbox is available above the list, on the right. It allows to execute certain operations on the list. Search by keyword Export to XLS format file Filter the data Refresh the data Enable/Disable auto-refresh Execute bulk actions Select dates Available operations change according to the type of list. For example: B. The bulk actions It is possible to execute bulk actions on several elements in a list. To execute a bulk action, the user just need to select targeted elements in the list (checkboxes) and apply the action from the combobox of the toolbox. A badge appears with the number of selected elements. 14

C. The filters It is possible to filter list data according to specific criteria (properties, status, etc.). The filters are personal and are managed by user (add, change, remove).

15 C. The filters It is possible to filter list data according to specific criteria (properties, status, etc.). The filters are personal and are managed by user (add, change, remove). If a filter is applied, a red dot appears on the icon. It is possible to define a default filter (heart icon), the selected filter will be applied automatically when the menu will be opened, even after a disconnection. It is possible to simply apply a filter or to save it with a description. 15

16 Tickets I. To access the module Connect to the portal via an internet browser. Open the Ticketing module. 16

17 II. Create a new ticket Menu: Ticketing > Incident / Request / Change. Notification: The IT service team will receive a notification when a ticket is created by a contact. Objective: To create a new ticket (Incident, Request, or Change). Procedure: Select the ticket type. Select Create the ticket 17

18 If templates exist, the catalog allows to select a template. Fill in the Title and Description fields. If the properties are displayed, they must be filled in. 18

19 It is possible to add one or more attachments. Click on the Create button. A ticket number is created. III. Follow an open ticket Menu: Ticketing > In process. Objective: Follow the treatment of an open ticket. 19

20 Procedure: The ticket list appears when the menu is opened. To open a ticket, simply click on the ID link. 20

21 The Treatment table shows the ticket status and progression. In the timeline, each element corresponds to an action by or an exchange with the IT service teams. Use the Attachments tab to open the files attached to the ticket. 21

22 IV. Add information to an open ticket Menu: Ticketing > In process. Objectives: To easily add information to an open ticket. To reply to a question asked by the IT service teams. Notification: If the IT service teams ask a question from within a ticket, a notification is sent to the ticket's author. The IT service teams receive a notification if a contact adds information. Procedure: Open the ticket. Click on the Add exchange button. 22

23 Add the message to be sent. Add attachments if you need. Save. The message appears in the timeline. 23

24 V. To reopen a closed ticket Menu: Ticketing > In process. Objective: If the author of the ticket is not satisfied with the IT service teams' response, they can reopen the ticket. Notification: When a ticket is closed, a notification is sent to the author of the ticket. The IT service teams receive a notification if the ticket is reopened by a contact. Timer: If a ticket is reopened, the time elapsed between the partial closure and the reopening is not taken into account in the SLA calculations. Procedure: Open the ticket with the status To archive. Click on the Reopen button. 24

25 Indicate why the ticket has been reopened. Click on the Reopen button. VI. To permanently close a ticket Menu: Ticketing > In process. Objective: If the ticket's author is satisfied with the response of the IT service teams they can close the ticket permanently. Procedure: Open the ticket with the status To archive. 25

26 Click on the Archive button. Write a closing message. If necessary, provide a rating of the quality of the ticket's treatment. Click on the Archive button. 26

27 VII. Approve / Reject a ticket Menu: Ticketing > Approval. Objective: Approve or reject a ticket in an approval workflow. Notification: When a ticket has to be validated, the approval group receives a notification. When a ticket is rejected, the approval group and the author receive a notification. When a ticket is approved, the approval group and the author receive a notification. Timer: The time elapsed during the approval process is not taken into account in the SLA calculations. Procedure: The ticket list appears when the menu is opened. To open a ticket, simply click on the ID link. 27

28 Open the Approval / Rejection menu. Fill in the argument field. Approve or reject the ticket. 28

29 VIII. Follow your problems Menu: Ticketing > Problems. Objective: Follow the treatment of your problems. Procedure: The problem list appears when the menu is opened. Click on the problem title to open the problem details. 29

30 The «Description» tab provides information about the problem. The «Tickets» tab opens a list of tickets related to the problem. 30

31 IX. Follow your projects Menu: Ticketing > Projects. Objective: Follow the progression of your projects. Procedure: The project list appears when the menu is opened. Click on the project title to open the project details. The project view allows to visualize project properties, stages and tickets. 31

32 X. Search tickets Menu: Ticketing > Search. Objective: To search for open and closed tickets using search criteria (keywords, date, status, etc.). Procedure: The ticket list appears when the menu is opened. The date selection is based on the ticket creation date. 32

33 XI. Show statistics Menu: Ticketing > Statistics. Objective: To display statistics for open tickets of the contacts, their site, or other sites (depending on the contact's rights). 33

34 Procedure: The statistics of the last 30 days appear when the menu is opened. Use the toolbox to select other segments. The date selection is based on the ticket creation date. The first part of the statistics is a synthesis with counters. The second part of the statistics is a number of charts. For each indicator, one chart represents values for the last 12 months and one chart represents values for the selected period. 34

35 Monitoring I. To access the module Connect to the portal via an internet browser. Open the Monitoring module. 35

Sun (green) : The service is available. Cloud (orange) : The service is disrupted.

36 II. Service status Menu: Monitoring > Service status. Objective: To check service status. Procedure: Services and status are displayed. Sun (green) : The service is available. Cloud (orange) : The service is disrupted. Storm (red) : The service is unavailable. Click on the service to display check list which impacts the service status. 36

37 III. Alert dashboard Menu: Monitoring > Alerts. Objective: Display pending alerts and acknowledged alert history. Procedure: The dashboard appears when the menu is opened. It is divided into two parts: Pending alerts Acknowledged alert history Click on the indicator to display the alert list. 37

38 The alert list appears. For each alert: To open the alert log, click on the button on the right of each element in the list. To obtain information about the associated equipment, click on the equipment name. IV. Availability statistics Menu: Monitoring > Availability. Objective: To display availability statistics for services, applications, servers, etc. 38

39 Procedure: The indicators appear when the menu is opened. The statistics cover the last 7 days. To open an indicator, click on the corresponding panel. 39

40 Change the date selection to calculate the availability rate for a new period. The first chart shows the global availability level. The second chart shows the availability level day-by-day. 40

41 V. Metrics Menu: Monitoring > Metrics Objective: To display a selection of metrics. Procedure: The metrics appear when the menu is opened. Charts are displayed in pairs. Use the carrousel to display other charts. Use the selection menu to select other metrics and other periods. 41

42 VI. Maintenance schedules Menu: Monitoring > Maintenances. Objective: To display the exceptional or recurring maintenance schedules. Notification: If a maintenance is added, changed, or deleted, a notification is sent. If a maintenance begins or ends, a notification is sent. Procedure: A list of maintenances scheduled in the next 24 hours appears. It is possible to select a different period and filter the results. 42

43 Infrastructure I. To access the module Connect to the portal via an internet browser. Open the Infrastructure module. II. Equipment list Menu: Infrastructure > Equipments. Objective: To display IT equipment, search for equipment using precise search criteria (type, name, IP address, etc.). 43

44 Procedure: It is possible to filter equipments by type (server, network equipment, etc.) by clicking on the tree on the left. The equipment list appears on the right. To display equipment information, click on the equipment name. You can access the desired information using the tab bar. Properties: Name, Description, Environment, Supplier, etc. Support: Supplier, contract, etc. Metrics: Processor usage, memory usage, etc. Components: Processors, memory, network, etc. Software: Name, editor, version, etc. Licenses: License number, etc. Tickets: List of associated tickets Monitoring Checks: List of monitoring checks. Monitoring Alerts: List of most recent alerts 44

45 III. Network list Menu: Infrastructure > Networks. Objective: To display the IT system networks and their details (range of IP addresses, subnet mask, free IP addresses, etc.). Procedure: The list of networks appears when the menu is opened. To display network information simply click on the description link. 45

46 IV. Software list Menu: Infrastructure > Software. Objective: To display the information system software list. Procedure: It is possible to filter software by category by clicking on the tree on the left. The software list appears on the right. To display software information, click on the software name. 46

You can access the required information via the tab bar. Properties: Name, editor, version, etc. Support: Supplier, contract, etc. Equipments: List of equipment related to the software.

47 You can access the required information via the tab bar. Properties: Name, editor, version, etc. Support: Supplier, contract, etc. Equipments: List of equipment related to the software. Licenses: List of licenses related to the software. V. License list Menu: Infrastructure > Licenses. Objective: To display the list of licenses in the information system, search for licenses using precise criteria (number, expiration date, etc.). 47

48 Procedure: The infrastructure license list appears. Use Infrastructure and Office tabs to select the license type. To display license information, click on the license description.. You can access the required information via the tab bar. Properties: Name, number, usage, etc. Equipments: List of equipment related to the license. Licenses: List of software related to the license. 48

49 Reporting I. To access the module Connect to the portal via an internet browser. Open the Reporting module. II. Open a report Menus: Latest reports, Archives. Objective: Display a report. Notification: When a report is published, a notification is sent to the report's recipients. Procedure: Once the report list appears, simply click on the title of a report to open it. 49

50 Automated reports offer a synthesis of the elements included in the report. Here is an example of a report synthesis. III. Last published reports Menu: Reporting > Last reports. Objective: Display the most recently published reports. 50

51 Procedure: The last report list appear. The most recent reports are in the beginning of the list. IV. Archived reports Menu: Reporting > Archives. Objective: To navigate in the report history. Procedure: The report hierarchy appears when the menu is opened. Reports are sorted by publication date (Year/Month). 51

52 Documentation I. To access the module Connect to the portal via an internet browser. Open the Documentation module. II. To open a document Menus: Search, Tree and Favorites. Objective: To display a document. Procedure: When the document list is displayed simply, click on the title of a document to open it. 52

53 III. To request an update Menus: Search, Tree and Favorites. Objective: To request an update for a document. Notification: When an update request is submitted, a notification is sent to the IT teams. Procedure: Select the Request an update action. Fill in the form and submit the request. 53

54 IV. Search engine Menu: Documentation > Search. Objective: Search documents by keywords. Procedure: Fill in the form and search. V. Tree Menu: Documentation > Tree. Objective: To browse the document hierarchy. Procedure: 54

The document hierarchy appears when the menu is opened. To display a file's contents, simply click on its line in the hierarchy. VI. Favorites Menu: Documentation > Favorites.

55 The document hierarchy appears when the menu is opened. To display a file's contents, simply click on its line in the hierarchy. VI. Favorites Menu: Documentation > Favorites. Objective: To display my favorite documents. Procedure: The list appears when the menu is opened. Use the menu on the right of each document to add or remove it from the favorite list. Document end

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