Pune User Manual Template
User Manual for Incident Management
Incident Management
User Manual, Version 2.0
About this Manual
Purpose
The purpose of this manual is to provide information about the
Incident Management to the Agriculture Insurance Company Of India
Ltd End-Users.
The main functionality of Incident Management is to manage the
incidents logged and track them till closure. The user will use
this manual as a reference to:
Register, Re-open and Close the incidents
View the status of the incident registered.
Intended Audience
AIC End-Users, who will log incidents. Organization of the
Manual
Information in this manual has been organised as follows:
Table 1: Organisation of this Manual
ChapterDescription
Chapter 1Provides a brief introduction to ICC Helpdesk
Chapter 2Takes you on a quick tour of ICC Helpdesk. It gives a
brief introduction about the general working features of ICC
Helpdesk that you should keep in mind while working.
Chapter 3Describes how to use Incident Management
Contents
1Introduction52Getting Started
2.1Starting ICC Helpdesk62.2Logging In62.3User logging in for
the first time72.4Using Menus and Toolbars72.5Working with ICC
Helpdesk72.6Changing Default Password8-92.7Logging Out103Incident
Management
3.1Registering an Incident11-133.2Incident History & Status
Check 13-163.3Incident Reopen 17-183.4Incident Feedback183.5Close
Incident18-193.6 AIC Helpdesk Contact Details : 20
List of Abbreviations
Abbreviation/
AcronymDescription
CTISCategory,Type,Item,Summary
AICAgriculture Insurance Company of India
ICC HelpdeskIncident Management tool Provided by TCS
1 Introduction
This User Manual gives an overview of the basic functionality
and features of ICC Helpdesk for Incident Management module
It guides you to perform various operations like registering an
Incident, Reopening an Incident, viewing the History.
ICC Helpdesk is a user-friendly application that provides
secured access to the users and has a feedback mechanism in place
for obtaining valuable inputs and/or suggestions from the user. It
provides on-screen help to the users.
All the components and functionality of ICC Helpdesk which are
helpful to the End User are explained in detail in the following
sections of the document.
2 Getting Started
This section provides information on how to use the ICC Helpdesk
application and describes the functions that can be performed by
user.
2.1 Starting ICC Helpdesk
You need to type-in the following URL in the Internet Explorer
(I.E version 6.0 or higher).
https://icchelpdesk.tcsicc.com2.2 Logging In
Enter your login user Id and default password given below for
the first time logging to ICC Helpdesk. The User ID is usually your
Windows domain user ID.Example:
User ID:
avinandag ( Windows Domain ID) Default Password: T@T@1234
Figure: ICC Helpdesk Login Page
2.3 After User logs in
When a user logs in with his/her UserId/Password, the Home page
is displayed as shown below
Figure: ICC Helpdesk Home page
2.4 Using Menus and Toolbars
You can select the required option by clicking the respective
icon displayed on the Home page.
Please refer to the screen shot of the ICC Helpdesk applications
Home page as shown above.
2.5 Working with ICC Helpdesk
On logging on to ICC, depending on the permissions given, you
will be able to see various options, like New Incident, New CR, and
so on.
New Incident
Opens the Registration page where New Incidents can be
registered.
Check Status
Opens the History page where you can view all the Incidents that
you have raised.
FAQ
Opens a document containing Frequently Asked Questions
(FAQs).
2.6 Changing Default Password
Once you have logged in, you have the option to change your
default password. To Change the default password you need to click
on New Incident button on the Home Page & Select Change
Password option on the left panel as shown below. Please Remember
your New Password.
Figure: Change Password Option
Figure: Change Password Page
2.7 Logging Out
Click the Logout button located at the upper right hand corner
of the page to log out of the ICC Helpdesk application. This button
is present on every page as shown below.
Figure: Logout PageIncident Management
The Incident Management pertains to various scenarios, as listed
below:
1. Incident (Logging) Registration
2. Incident History & Status Check
3. Incident Reopen
4. Incident Feedback
5. Close Incident
Incident can be registered (logged) by self or by IT Help Desk
Operator
2.8 Registering an Incident
After clicking the icon New Incident, ICC Helpdesk Registration
page appears as shown in the Registration Page, where you can log
the Incident.
Registration Page
Incident Template: Not Applicable for AICIncident is classified
into four sub levels called as CTIS.
CTIS: stands for Incident Category, Incident Type, Incident
Item, and Incident Summary.
You will see a drop down list on the screen, from which the
required value for the category is to be selected. The values in
the drop down list are related to the previous selection, that is,
once the value for the Category is selected, the drop down for Type
is populated with the values related to the selected Category, and
so on.
Call Type: Select the call type as incident or new request.
Source Type: Select Web if you are accessing the tool over web.
When you call the service desk or send an email to service desk,
appropriate source type will be selected by service desk.
Description of Incident: This is a free text area which you can use
to enter the description of the incident in detail, up to 2000
characters.
Employee Details: Displays details of the user who is logged in
currently. It will display your details like your Employee number,
name, location, and so on, in the respective fields. These fields
are auto populated and cannot be edited.
Temporary Information: This panel can be used to enter you
current (temporary) information if you have temporarily moved to
another location. Please select your Branch, Location &
Telephone No. details which are mandatory fields.
Attachments Panel is used to upload the document if any
(generally a word document containing screen shot of the error
being faced, if applicable).
You can upload a maximum of 5 attachments, maximum size of 2 MB
for each attachment.
The fields having a red astrix (*) marked on the right side are
mandatory fields.
Following are the mandatory fields to log an Incident. These are
shown in RED Text
Incident Category
Incident Type
Incident Item
Incident Summary
Call Type
Source Type
Description of Incident
Branch
Location
Telephone No.
After filling all the necessary details, submit the Incident by
clicking Submit button,
Usually Branch, Location and Telephone No and Email information
will be populated automatically. If you notice any change in
information populated e.g., Telephone no. displayed is changed or
incorrect you can type in the correct Telephone no. This will help
the Service Desk person to contact you on no. provided to you for
further assistance.
If the Incident is registered successfully, the following
information is displayed (See figure below):
Incident No. which is the reference for the registered Incident.
Logged Date and time. The message The ticket has been logged in
successfully appears after an incident has been logged successfully
in the ICC Helpdesk application.
Figure: Incident is logged successfully
2.9 Incident History & Status Check
An email notification will be sent to you after the Incident is
logged successfully. Once the Incident is logged successfully, it
can be viewed through History screen.You can use the History screen
to view all the incidents logged by you so far, along with the
details like Status, current Person Responsible to solve the
Incident, and so on.
Figure 5: History Screen
If you click on a Ticket No., it will display the Incident page
in which you can see the In-Charge icon if that ticket is picked up
by a support engineer. By clicking In-Charge icon, you can view the
details like Name, email id and contact number of the Support
Engineer working on the ticket.
Figure: In-Charge (Support Engineer) DetailsIn Charge: In Charge
is the Support Engineer who is responsible for providing the
solution for the incident logged.STAGES IN INCIDENT LOGGING
SR .NO STAGE COMMENTS
1OPENNew Incidents are logged by user and CCM.Net tool generates
unique ticket number for reference
2WORK IN PROGRESS Once Incident is logged and the service desk
engineer assigns ticket to concerned team and ticket status changes
to work in progress
3PENDINGPending status will be shown when the Support Engineer
is waiting for some solution by third party or asks for any
additional information from the user. The Support Engineer needs to
mention the reason for pending and the ticket pending till date and
time, after receiving of the relevant information the ticket can be
again put into work in progress status
4RESOLVEDOnce Support Engineer finds the correct solution for
the problem, he updates the ticket as Resolved and also gives the
solution description.
5CLOSEDOnce the Incident is Resolved, the user will get Email
Notification about the Incident Resolution. End user can either
close the Incident, if satisfied with the solution or has the
option to Re-Open the Incident with reason for Reopening of the
Incident. If End user doesnt close the Incident Ticket manually
then the Incident Ticket will be Auto Closed by System after 72 hrs
of Resolution Time.
6Re-OpenIf End user is not happy with the solution provided then
he has option to Reopen the Incident with Reason for re-opening the
Incident. The Incident Ticket no. will remain same but will be
appended with letter R1 at end e.g 3600045-R1. The Reopen Incident
will follow the same workflow as New Incident
DIFFERENCE BETWEEN RESOLVED AND CLOSED INCIDENTS
Sr No.RESOLVEDCLOSED
1Resolved Incidents can be reopened within 72 hrs. of resolution
time Closed Incidents cannot be reopened , new Incident has to be
created in such cases
2.10 Incident Reopen
Once the incident is resolved, the Support engineer will change
the status of the incident ticket to Resolved. You will receive an
email notification once the ticket gets resolved. If you are not
satisfied with the solution provided, you can re-open the incident
ticket or else you can provide feedback and Close it.
For Reopening an Incident, click on History, select the Incident
no. and then click on Re-Open button at the bottom of page as shown
below.While reopening the Incident the field Reason to Relog is
mandatory. Please provide the reason for re-opening the ticket in
this field.When the Incident is re-opened, it is routed through
same workflow as a fresh Incident.
Figure 8: Reopen an Incident
2.11 Incident Feedback
You can give feedback on the resolved Incident. Clicking
Feedback button opens a feedback screen which displays
pre-configured feedback questions. Please provide your feedback and
save. (Providing Feedback is optional)2.12 Close Incident
If you are satisfied with the solution provided, you can close
the Incident by clicking the Close Ticket button as shown in above
diagram. The ticket will be closed permanently. Once the ticket is
closed, the user is not allowed to provide feedback or Re-open the
ticket.
Figure: Close Ticket
2.13 AIC Helpdesk Contact Details :
AIC Helpdesk Contact Nos: 1-800-222-799
022- 67788079Email: [email protected] Public
