MYTICKET - PARTNER PORTAL USER GUIDE

Transcription

1 MYTICKET - PARTNER PORTAL USER GUIDE VERSION MANAGEMENT VERSION REVIEW DATE REVIEW COMMENTS /06/2017 First version. Page 1 of 13

2 INDEX VERSION MANAGEMENT... 1 PURPOSE Introduction Self Registration Service Portal Interface... 5 REFERENCES / ASSOCIATED MATERIAL PURPOSE The following document provide a MyTicket overview from the point of view of an administrator user of the Service Portal. Page 2 of 13

3 1. Introduction This announcement is to introduce you all to the ticketing tool that Grupo Antolin is recently using called MyTicket, which soon is going to be available for external users (Suppliers). MyTicket is the official ticketing application used in Grupo Antolin. Every request, question or problem you may have as a Grupo Antolin Supplier, will need to be notified to us over this tool. The link for the website is: 2. Self Registration Over that link, you will be able to register yourself in the tool (Self Registration Form): The most important part of the registration process is the address, where you will receive the user name and password. Page 3 of 13

4 You will receive an that looks like this: Once inside the tool, you will be able to create a ticket asking for help and assistance. You can do that by typing in the search box and selecting one of the categories or going onto Service Catalog and choosing one of the three options, whether you want to open a ticket. It s very easy to reach these categories. If you need help with Supplier portal application, write help supplier portal on the search bar. If you need help with remote access, write help remote access on the search bar. If you need help with EDI, write help edi on the search bar. Page 4 of 13

5 3. Service Portal Interface Once connected to the application, this presents the user with the service portal main page. Illustration 1. Service Portal HEADER AND MENUS The header identifies the instance and actual user session. Illustration 2. Header The following menus can be found: Knowledge: link to the homepage of the knowledge base. Service Catalog: link to the Service Catalog. Tickets: list of the latest requests and link to a list of all the requests (incidents and requests) Logout: logs out form the current session. Page 5 of 13

6 SERVICE CATALOG Users can access to the Service Catalog from the Service Catalog menu or button of the main page. Illustration 3. Service Catalog links on main page The Service Catalog contains a list of the most popular items, a search bar and the list of available categories. Illustration 4. Service Catalog main page Page 6 of 13

7 Enter some key words on the How can we help? textbox and then click the lookup button. The search results return all the items or knowledge article that contains those words. To filter only the Service Catalog items, click the Service Catalog filter on the left menu. Illustration 3. Search results Users can request an item by selecting it from the available items list. Note that the price information is not displayed. The user completes the mandatory fields and click the Submit button to create the request. Page 7 of 13

8 INCIDENT AND REQUESTS MANAGEMENT The Service Portal lists the active tickets of the user. Tickets include incidents and requests. From the menu Tickets click on a record and the record form will be displayed. Illustration 4. Tickets menu Illustration 5. Ticket record Click on View all tickets option on the Tickets menu to see a list with all the incidents and requests from the user. Page 8 of 13

9 Illustration 6. My Requests Also, on this page users can click on the Click here to access to your closed tickets link to see a list with all the closed incidents and requests from the user. Illustration 7. Closed tickets link Illustration 8. My Closed Requests Page 9 of 13

10 UPDATE INCIDENT/REQUEST Users can review the status of their incident on the Service Portal. Open an incident or request record and navigate to the Activity section. The activity log shows the interaction between the technicians and the end users Illustration 9. Record activity Users can interact with the technicians that are solving the request/incident. Update the Comments field and click on the Save button. The comments will be recorded on the Activity log. Illustration 10. Enter comment to request/incident Page 10 of 13

11 KNOWLEDGE BASE Illustration 11. Example of item of the Service Catalog Users can access to the Knowledge base from the Knowledge menu or button of the main page. Illustration 12. Knowledge links on main page The Knowledge contains a list of the top rated articles, the most viewed articles a search bar and the list of available knowledge categories. Illustration 13. Knowledge main page Page 11 of 13

12 Click on an article to see the Author, Views, Publish date and Ratings. Illustration 14. Knowledge article On the article page, users can see the KB top rated and top viewed articles and a list of articles under the same category as the one displayed. Page 12 of 13

13 REFERENCES / ASSOCIATED MATERIAL Page 13 of 13