TECHNICIANS&NETWORK ENGINEERS EEI Service Desk User Manual V1.0
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EEI CORPORATION ONLINE SERVICE DESK SYSTEM USER MANUAL ABOUT THIS DOCUMENT This user manual contains all the necessary information for the technician/network engineer to make full use of the Service Desk System. This also includes a description of the system functionalities and step-by-step procedures for system access and use. A glossary of terms as well as screen images are provided for better visualization of the system’s functionalities. TABLE OF CONTENTS GETTING STARTED 4 What is this system? 4 Who are the different users of this system? 4 What are the severity levels? 4 What are the ticket categories? 5 What are the different ticket statuses? 5 What will be the general process with this system? 6 Glossary of Terms 6 GENERAL 8 Log In 8 Update Password 9 Forgot Password 10 My Profile 11 Notifications 12 Log Out 13 TECHNICIANS/NETWORK ENGINEERS 14 Navigation 14 Submitting a New Ticket 14 My Tickets 19 Assigned Tickets 20 Resolve Ticket 20 Add Activity Log 23 Return to IT Group Manager 25 1 of 29 Knowledge Base 27 Search Article 28 View Article List 29 2 of 29 I. GETTING STARTED A. What is this system? EEI Corporation’s Online Service Desk System serves as the main point of contact between all users outside of the IT department and the IT Service Team as the service provider. This platform is a ticketing system which allows proper documentation of all user requests for the benefit of all parties involved. B. Who are the different users of this system? 1. 2. 3. 4. 5. 6. 7. Requestor Technicals Group Manager Access Group Manager Network Group Manager Technicians Network Engineers Administrator C. What are the severity levels? Priority Name Description Resolution Time SEV1 Critical Interruption resulting to a complete operation interruption of the entire company having a severe impact on IT services availability. 4 hours SEV2 Important Incident reports that resulting to interruption of operation of a specific department/project having a severe impact on IT services availability. 6 hours SEV3 Normal Non critical interruption that will not allow the user to use the IT resources and possible workaround is available. 8 hours SEV4 Very Low The defect that does not interrupt nor damage the usability of the IT system/facilities/resources, and the desired results can be easily obtained by working around is stated as minor. 24 hours SEV5 Low Any cosmetic issue on application of upgrade hardware or special request that have very minimal effect in any operation of the company. 48 hours 3 of 29 D. What are the ticket categories? TECHNICALS TICKETS Tickets concerning hardware issues such as monitor, CPU, printer, scanner, keyboard, etc. ACCESS TICKETS Tickets concerning application access, password, account deactivation, etc. NETWORK TICKETS Tickets concerning network access and network hardware issues such as network outage, WiFI connection, etc. E. What are the different ticket statuses? 1. New ● 2. 3. 4. 5. 6. 7. A new ticket is a newly submitted ticket which has neither been approved (for user access tickets) nor assigned a severity level and a category. Checked ● A checked ticket is a ticket which has been reviewed by the designated checker. This is only applicable to user access tickets Approved ● An approved ticket is is a ticket which has been reviewed by the designated approver. This is only applicable to user access tickets Rejected ● A rejected ticket is a ticket which has been reviewed by a checker or approver but has not passed the said reviewing Pending ● A pending ticket is a ticket which has been assigned a severity level and a category Assigned ● An assigned ticket is a ticket which the respective IT group manager has assigned to a specific ticket agent (technician/network engineer) Resolved 4 of 29 ● A resolved ticket is a ticket which the ticket agent assigned has successfully 8. Closed ● A closed ticket is a ticket that has been resolved and confirmed by the requestor. This indicates that no further actions can be taken with the ticket. F. What will be the general process with this system? G. Glossary of Terms Ticket An electronic documentation of a concern or an issue Service Ticket A ticket for technical concerns including: printer, hardware, scanner, mouse, keyboard among others User Access Ticket A ticket for application or network access; includes the signatures of the approver (required for all) and checker (optional) 5 of 29 Ticket Agent The service team member assigned to resolve a ticket Checker The assigned person to check the ticket details before the ticket is forwarded to the approver. Usually applicable for projects Approver The assigned approver of a user access ticket after it has been checked by the checker (if there is). Usually the project manager or the direct supervisor of the employee. Open Ticket A general term which refers to tickets that have the status of: Pending, Assigned and Resolved. Closed Ticket Refers to tickets that are already closed. 6 of 29 II. GENERAL A. Log In 1. Enter your official EEI user id and password a. What is my official EEI user id? i. Your official user id is the first letter of your first name and your full last name (or your email handle w ithout @eei.com.ph) ii. Example: 1. Name: Juan B. Dela Cruz 2. Username: jbdelacruz 2. Click “Login” to proceed 7 of 29 B. Update Password 1. On your first login, you will be required to change your password 2. Password requirements are as follows: a. 8-20 characters b. At least one uppercase letter (A-Z) c. At least one lowercase letter (a-z) d. At least one number (0-9) e. At least one special character [!@#$%^&*(] 3. Retype the password you first entered to confirm 4. Click “Update Password” to proceed 8 of 29 C. Forgot Password 1. On the login page, click “Forgot Password” link above the login button 2. Enter your registered EEI e-mail address 3. Click “Save” 4. An e-mail will be sent to the e-mail address you entered for instructions on resetting your password. 9 of 29 D. My Profile 1. Click your name on the upper right hand corner of the screen 2. Click “My Profile” to view your account and basic information 10 of 29 3. You will be redirected to “My Profile” page E. Notifications 1. To view all notifications, click on the notification bell icon. a. Clicking the notification will redirect you to the ticket details page 11 of 29 2. To view the complete list of all your notifications, click “View all Notifications” F. Log Out 1. Click your name on the upper right hand corner of the screen 2. Click “Logout” 12 of 29 III. TECHNICIANS/NETWORK ENGINEERS A. Navigation ● Note: Technicians and Network Engineers have the same functionalities Home ● Page showing a list of all Frequently Asked Questions with solutions which can be performed by the general users My Tickets ● Displays all tickets you submitted Assigned Tickets ● Displays all tickets assigned to you for resolution Help and Support B. Submitting a New Ticket To submit a ticket, click “New Ticket” button on the top navigation bar and select the corresponding type of ticket for your need 13 of 29 For Service Request: 1. Fill out the digital service request form. 2. Attach a file or screenshot if possible. 3. Click “Submit”. Make sure to review the details before submitting. 4. A confirmation box will pop out after you click the “Submit” button. 14 of 29 5. To finally confirm your submission, click the “Submit” button again. A ticket number will be assigned to your request 6. Your newly submitted ticket can be found on “My Tickets” page 15 of 29 For User Access Request: 1. Fill out the digital service request form. The form has 3 sections: Requestor Details, Reviewed By and Request Details a. If needed, fill out the checker and/or approver fields under the “Reviewed By” section of the form ● Note: checker and approver must also have an account ● Checker is an optional field, approver is required b. Type the details of the people to be granted access to by clicking “Add Row” in the “Request Details” section of the form. 2. Click “Submit”. Make sure to review the details before submitting. 16 of 29 3. A confirmation box will pop out. Click “Submit” again to finally confirm your submission. 17 of 29 C. My Tickets My Tickets page shows the list of all the tickets you submitted. You can filter your view by status, category or severity. ● To view the details of each ticket, c lick on the row of the ticket. ● Filter Buttons *also applicable to all other tables A. By Status - refer to the side navigation for the links. B. By Category - “Category” dropdown button is visible on the page before the table C. By Severity Level - “Severity”.dropdown button is visible on the page before the table D. Clear Filter - “Clear” button is visible on the page before the table ● Search Button *also applicable to all other tables ● ● To search for any ticket or ticket detail, click the “Search Here” button on the right side of the page Table Sorter *also applicable to all other tables ● To arrange the rows by column in ascending or descending, click on the table header of the column you wish to be the basis of arrangement. . 18 of 29 D. Assigned Tickets I. Resolve Ticket 1. Click “Incoming” under “Assigned Tickets”. 19 of 29 2. Click the table row of the ticket to be edited view its details page 3. On the upper right hand corner of the ticket properties panel, click the blue pencil button to edit the ticket properties 20 of 29 4. A modal will open for the Edit Ticket Properties form. 5. Change the selected value of the ticket status dropdown to “Resolved”. 6. An input field will appear which will require you to log the action you performed to resolve the ticket. 21 of 29 7. Click “Save” II. Add Activity Log 1. Under “Activity logs”, click the text field that says “Log activity log here” 2. Input your activity log 22 of 29 3. Click “Post” or press enter to submit activity log 4. Your activity log is submitted and now will appear on top of the previous activity logs 23 of 29 III. Return to IT Group Manager 1. Click “Incoming” under “Assigned Tickets” 2. Click the table row of the ticket you want to review to see all of its details 24 of 29 3. On the upper right hand corner of the details page of the ticket, click “Return Ticket” 4. On the pop up, input reason for returning ticket to IT Group Manager Note: Only tickets with valid reasons will be returned back to the IT Group manager 25 of 29 5. Click “Return Ticket” 6. The ticket must not be in your Incoming Assigned Tickets E. Knowledge Base The Knowledge Base Section for the Technician and Network Engineer is similar to that of a regular user. He/She can search and view the list of articles. Any new article suggestions should be discussed with the administrator of the system for consideration. 26 of 29 I. Search Article 1. To search for an article, type the keywords in the search bar. 2. Click the article title you wish to view 27 of 29 3. Follow the steps found in the article page II. View Article List 1. In the knowledge base main page, click the category you wish to view the articles. 28 of 29 2. You will be redirected to the article list page of the category you selected 3. Click on any article title to view the whole article 29 of 29
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