Corporate IT Support Tool presentation · 4D –GMAO 4D –Hychemia 4D –Hygene 4D –Microbio 4D –QMP 4D –Stoprod BI –Cognos BI –Cubes BI –FCRS BI –Reporting Services

Improving the communication between users and Dinard IT Team

Corporate IT Support Tool presentation

V1 – Updated 2017 11 20 - EN

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Table of contents

1. One Tool & one address for all the group

2. Requester prerequisite to be supported

3. Requester real time follow up

Annex: Flowchart and other details

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1. One tool & one address for all the group

Since June 2017, IT department of Hypred Group has implemented a new tool to

track all tickets.

This tool, Freshdesk is

- implemented by more 100,000 businesses in the world

- hosted in cloud

- flexible, simple and customizable

[email protected]

For the user, one address to reach IT department

for every subjects

(infra, computer, CRM, 4D, ERP etc...)

Each membre of IT team is notify when a ticket is logged.

Objectives:

- Give maximum feedback to each requester of his ticket

- Share and increase the database of resolution

- Measure the type and volume of tickets




mailto:[email protected]

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Few useful softwares

All these tools are available on the homepage of Hypred https://home.hypred.com/

To be more efficient to help requester few softwares must be set up on each computer

Hypred Teamviewer

to remotely take hand of a computer, have available on desktop

Greenshot

This tool will help user to make commented

and efficient screenshots if need it.




https://home.hypred.com/

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Charter of each ticket: Help us help you

To assist us in resolving your support request,

try to provide us the maximum information

(application, company, user, etc…):

- If you receive an error:

• Screenshot of error (preferably entire screen,

not just error message or log)

• A detailed scenario to reproduce the error

- Can you reproduce this issue with another

computer,

users, databases.




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3. Requester real time follow

connecting on Freshdesk

Requester can follow all his demands connecting freshdesk using: https://hypred.freshdesk.com/support/tickets

The link is also available on the Hypred Homepage: https://home.hypred.com/

Status of the Ticket

See the agent who works on his Ticket

Clicking on each link, requester can see the

detail and the history of his Ticket

Select filter

Ffd

bv




https://hypred.freshdesk.com/support/tickets

https://home.hypred.com/

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3. Requester real time follow

connecting on Freshdesk

The conversation on the ticket. Requester can answer directly from here

or use email

Detail of ticket




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Few definitions

Support Request: ticket from a user for incident or request.

Example: Password forgotten, Red message in SAP, wifi connection issue, new account

creation, cannot print out a layout, synchronisation problem with Resco, impossible to validate

price in Starys

Evolution Request: ticket from a user asking for an improvement with validation for major subject

Example: implementation SAP in new country, new or modification layout, wifi installation in new site,

Priority is assigned on request:

Medium: the business is not immediatly affected

High: the business is immediatly affected with no alternative solution




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Ticket status & email notification

Email notification is sent to the requester at many steps.

Type Status for Requester Notification

to requester

Next Action

Support

request

Being Processed Yes Agent will work on the ticket

Awaiting your Reply Yes Requester will answer on ticket

This ticket has been

Resolved

Yes The requester has 5 days to answer if he don’t

agree with the answer or to close the ticket

manualy, after that the ticket will be automaticaly

closed.

This ticket has been Closed No

Evolution

To be submitted Yes Evolution/project will be submitted to steerco or

hierarchy

Approved Yes Agent will work on the evolution

Refused Yes Evolution/project will be closed

This ticket has been Closed

When 2 demands have the same subject, both are merged and one of them are closed




Annexes

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Glossary

Requester : people who sent an email to [email protected]

Ticket : email received in Freshdesk without any qualification

Agent : people who works on a Ticket

Support request : ticket from a user for incident or request

Evolution : Ticket from a user asking for an improvement with validation for major subject

Backlog : list of tickets which are unresolved and already logged in Freshdesk

Freshdesk : Ticketing support Tool

Annex

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Ticket status flowchart

Open

Reception of Ticket to [email protected]

Type qualification /

AffectationSupport Request Technicalinformation

Workload

To be submitted

> XS

XS

Approved

Decision

Refused

Yes

No

Resolved

Need information/confirmati

on

No

Yes

Pending

Ticket fixed

Yes

No

Need information/confirmation

Pending

Project finished

Yes

No

Yes

Closed

Evolution

As much as possible, IT team add private note to increase the database of resolution knowledge and fill the field Subtype

IT team addthe priority

With 5 Days without answer

Manual

No

Annex

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Workload definition

A first estimation of workload is assigned on the Ticket.

XS S M L XL

- 0,5 day 0,5 to 2

days

2 to 5

days

5 à 10

days

+10 days

With this, IT department could estimate the global workload of backlog

Annex

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Main qualifications of the Ticket

Ticket sent to [email protected]

Group Qualification

4D

BI

SAP

Collaborative

CRM

Infra

Type Qualification

Priority

Incident

Evolution

Technicalinformation

Medium

High

WorkloadQualification

XS

M

S

L

XL

Web Apps

Workflow

Annex

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Other fieldsField Definition / Value

Source Email, Phone, Portal etc..

Agent Name of who is in charge of the Ticket

Applications 4D – FAN

4D – GMAO

4D – Hychemia

4D – Hygene

4D – Microbio

4D – QMP

4D – Stoprod

BI – Cognos

BI – Cubes

BI – FCRS

BI – Reporting

Services

SAP

SAP B1i

SAP Creation User /

Authorization

SAP LG

SAP Produmex

SAP Add-on Roullier

Hyperf

Novactiv

Resco

Starys

Orion

ProcessMaker

Lotus

Nomaris

Achdoc

Skaveo

Kelio – Gestion des

accès

VPN - Global Protect

Active Directory

Antivirus

Equipment

Network

Office

Veeam Backup

Other

HyShare / Sharepoint

Yammer

Skype

One Drive / Synchro

Mailing

Country / Company Each country, if it’s a Ticket for all Hypred, there is CORP as country.

Subtype User incident, Functional incident, Technical incident, Access Request, Info Request, Other incident,

Other request, NA

4D

Workflows Webapp Infra Collaborative

CRMSAPBI

Annex

Any questions or remarks about this presentation,

do not hesitate to just send an email to:

[email protected]

Documents

Corporate IT Support Tool presentation · 4D –GMAO 4D –Hychemia 4D –Hygene 4D –Microbio 4D –QMP 4D –Stoprod BI –Cognos BI –Cubes BI –FCRS BI –Reporting Services