EGAG-M31.02.01 Unicenter End User Training v1.0 turun/manual-unicenter/Unicenter... · EGAG Preface 3 Conventions Used In Manual Icons used in this participant manual and their meanings

EGAG PROJECT

Unicenter Service Desk

End User Training

Participant Manual Reference Number: EGAG-M.31.02.01 (Version 1.0)

2007© All rights reserved. No part of this manual may be reproduced, distributed or transmitted, in any form or by any means,

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EGAG

Preface

2

Preface

The Unicenter Service Desk Participant Manual is developed for

participants’ usage during this training session. It provides useful

guidelines on the end user module; hence it is important that the

participants read the manual provided during the course. This course

is suitable for the end user as an Employee, responsible for managing

requests through the Unicenter Service Desk application.

About This Manual

This participant manual is divided into 3 main parts, namely

‘Conventions’, ‘Lesson Plan’ and ‘Course Contents’.

Conventions

This section provides participants with the conventions used in the

manual. Their meanings are explained in the following page for

participants’ reference.

Lesson Plan

This section provides participants with an overview of the course

including the course description, course objective, target audience,

prerequisites, instruction methods, references and supporting

documents, as well as other relevant information.

Course Contents

This section describes, in detail, the contents of the course. The

participants will also find some useful notes in the “Participant’s Note”

column provided.

EGAG

Preface

3

Conventions Used In Manual

Icons used in this participant manual and their meanings are

explained below. The following icons are used in both the instructor’s

manual and the participant’s manual:

Icons Descriptions

�� This icon represents some references to additional

resources. The resources can be found in other manual or

the application system.

��

This icon indicates additional information or resources for

instructors and participants.

�� This icon represents an exercise or handout that

participants have to complete.

This icon indicates slides presentation by the instructor as

stated in the participant’s note.

CONTENTS

CHAPTER 1 Lesson Plan 6

CHAPTER 2 UNICENTER SEVICE DESK 13

CHAPTER 3 Summary 30

APPENDIX A Feedback Form 32

EGAG

Table of Contents

5

TABLE OF CONTENTS

1.0 LESSON PLAN......................................................................................................6

1.1 Course Description....................................................................................................... 7

1.2 Course Objective ......................................................................................................... 8

1.3 Target Audience........................................................................................................... 9

1.4 Prerequisites................................................................................................................ 10

1.5 Instruction Methods.................................................................................................... 11

1.6 References and Supporting Documents ................................................................. 12

2.0 UNICENTER SERVICE DESK................................................................................13

2.1 Getting Started ........................................................................................................... 14

2.1.1 UNICENTER Service Desk Access ....................................................................................... 14

2.1.2 UNICENTER Service Desk Interface.................................................................................... 15

2.2 Request Management............................................................................................... 17

2.2.1 Create New Request .......................................................................................................... 17

2.2.2 View Request....................................................................................................................... 19

2.2.3 Edit Request......................................................................................................................... 21

2.2.4 Update Request – Add Comment .................................................................................... 22

2.2.5 Update Request – Attach Document............................................................................... 24

2.2.6 Close Request...................................................................................................................... 27

3.0 SUMMARY.........................................................................................................29

3.1 Conclusion .................................................................................................................. 30

4.0 FEEDBACK FORM..............................................................................................31

CHAPTER 1

1.0 Lesson Plan

1.1 Course Description

1.2 Course Objective

1.3 Target Audience

1.4 Prerequisites

1.5 Instruction Methods

1.6 References and Supporting Documents

Lesson Plan

Course Description

7

1.1 Course Description

This section describes the course description for Unicenter Service

Desk – End User (Employee).

The course provides several useful functions for an employee to

create, update and close a request from the Unicenter Service Desk

application.

Since this manual is to be used by the employee group of an

organization, the focus of this documentation is to briefly explain on

the functional of the Unicenter Service Desk application. This

document serves as a reference for those who involved in the

employee to ensure that they can successfully create, update and

close the request in the application system.

Lesson Plan

Course Objective

8

1.2 Course Objective

The purpose of this manual is to provide the Unicenter Service Desk

users with a full understanding about the function and information

provided by the system. The manual provides the following

information:

• Unicenter Service Desk: End User overview

• Unicenter Service Desk: End User functionality overview.

Lesson Plan

Target Audience

9

1.3 Target Audience

The target audience for this training will be the end user which is an

employee of the organization.

Lesson Plan

Prerequisites

10

1.4 Prerequisites

The participants must have the following prerequisites in order to

understand the material successfully:

Has similar working experience in creating, updating and closing an

application system.

Lesson Plan

Instruction Methods

11

1.5 Instruction Methods

The lessons are covered by a combination of lectures,

demonstrations and practical exercises. The questions and answers

session will be provided at the end of the course.

Lesson Plan

References & Supporting

Documents

12

1.6 References and Supporting

Documents

The Unicenter Service Desk Online Help which in the application can

be referred to as a reference or supporting document.

CHAPTER 2

2.0 UNICENTER Service Desk

2.1 Getting Started

2.2 Request Management

UNICENTER Service Desk

Getting Started

14

2.1 Getting Started

2.1.1 UNICENTER Service Desk Access

1. Type the below address to access the USD server.

http://10.23.24.24:8080/CAisd/pdmweb.exe or

http://servicedesk:8080/CAisd/pdmweb.exe

2. Enter User Name and Password

3. Click Log In button.

Figure 2.1-1: Login Page for End User


Getting Started

15

2.1.2 UNICENTER Service Desk Interface

The following interface will be displayed once the user has

successfully log into Unicenter Service Desk.

Figure 2.1-2: End User Interface

Interface Section Description

Carian Penyelesaian

Sedia Ada

Allows the user to search for Knowledge

Documents. The functions available:

“Katakunci untuk carian” – Search for the

Knowledge Base

Service Support Allows the user to raise new request. The

functions available:

Laporan Masalah – Open the new request

Service Desk contact information and hours

of operation – Go to the CA service desk

contact information.

Look up my existing

Request

Allows the user to search for their existing

opened or closed requests. The functions

available:

You have # open requests – Open the List of

the Open Requests

You have # closed requests – Open the List

of the Closed Requests

A request number – Open the specific

#Request.


Getting Started

16

Interface Section Description

Buletin Allows the user to view all latest

announcements. The functions available:

Senaraikan semua bulletin- Open the List of

the bulletins that have been published.


Request Management

17

2.2 Request Management

2.2.1 Create New Request

Following are steps to create new request:

1. Click hyperlink ‘Lapor Masalah’ from the Service Support column

at Figure 2.1-2: End User Interface.

2. Following screen will be displayed.

Figure 2.2-1: Search Knowledge window

3. Enters Keywords and click at the OK button.

4. A solution will be displayed.

Figure 2.2-2: : Knowledge Document result window

5. Click on the Resume Creating Request button. The Knowledge

Document result page will be closed. A new request number is

created.


Request Management

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Figure 2.2-3: Request Detail Window

6. Fill in the necessary fields and click Save button to save the new

request.

7. Message ‘Save Successful - Request # created’ will pop up.

Figure 2.2-4: Request Number is Created

8. Click on OK button. Addition message appear in Service Support

Column ‘Request # created. Click here to View’.


Request Management

19

Figure 2.2-5: Addition Message in the Service Support Column

2.2.2 View Request

There are two ways for user to view request :

i. View all open requests

ii. View certain request.

Following are steps to view all open requests:


1. User can view all open requests by clicking at ‘You have # Open

Request’ and a list of request submitted will be displayed.


Request Management

20

Figure 2.2-7: List of Open Request

2. Click one of the Request #.

3. Request Detail window will be displayed with a description text

box.

Figure 2.2-8: Request Detail Page

4. Click Home on the top right corner to go back to main menu.

Following are steps to view certain request:


1. Enter Request # in the search box and then click Go button.


Request Management

21

Figure 2.2-10: Request # Search Box

2. A record will be displayed if the request is belonging to this user,

else an error message will be displayed ‘Error Request # not

found’.

Figure 2.2-11: Request Number Not Found

2.2.3 Edit Request

Following are steps to edit requests:


1. Click Edit Request on the top right of the screen. Request Detail

page with the following editable field will be displayed:-


Request Management

22

Figure 2.2-13: Editable Request Detail Page

2. Click Save to save the edited request details.

3. Message Save Successful- Request # Updated will pop up.

Figure 2.2-14: Edit Request Success

4. Click OK button. Request Detail window will be displayed with

the edited details.

2.2.4 Update Request – Add Comment

Following are steps to update requests- add comment:


1. Click Add Comment on the top right of the screen. A window

with a description text box will be displayed.


Request Management

23

Figure 2.2-16: Add Comment Page

2. Key in the comment at the respective field.

Figure 2.2-17: User Description Added

3. Click Save button to save the comment.

4. Request Detail window will be displayed. A new entry of Log

Comment will be created in the History section.

Figure 2.2-18: Log Comment Created


Request Management

24

2.2.5 Update Request – Attach Document

Following are steps to update request – attach document:


1. Click Attach Document on the top right of the screen. A Create

New Attachment window will be displayed.

Figure 2.2-20: Create New Attachment Window

2. Click Locate File button at the middle of the screen.

3. A File Upload window will be displayed.

Figure 2.2-21: File Upload Window

4. Click Browse to search for a text file.

5. File upload window will be displayed to allow user to select a file

to be uploaded.


Request Management

25

Figure 2.2-22: File Upload

6. Select required file and the selected file displayed in the browse

field.

Figure 2.2-23: Selected file to be uploaded

7. Click OK to upload the file. Message Status = Upload Successful is

displayed.

Figure 2.2-24: Upload Successful

8. Click Save and Close on the pop-up window.

9. Request Detail window will be displayed. Message Save

Successful will pop up.


Request Management

26

Figure 2.2-25: Attachment Successful

10. Click OK button. A new Attachments section is displayed together

with the name of the file uploaded.

Figure 2.2-26: Attachment Section Displayed the Uploaded File.


Request Management

27

2.2.6 Close Request

Following are steps to close request :


1. Click Close Request on the top right of the screen. A window with

a Closing Remarks text box will be displayed.

Figure 2.2-28: Closed Request Window

2. Click Close Request on the top right of the screen.

3. Request Detail window will be displayed. Message Save

Successful will be displayed


Request Management

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Figure 2.2-29: Close Successful

4. Click OK button. The status is closed and a new entry of closed

will be created in the History section.

Figure 2.2-30: Status is Closed

CHAPTER 3

3.0 Summary

3.1 Conclusion

Summary

Conclusion

30

3.1 Conclusion

The training on the Unicenter Service Desk provides specific

operational information on how the End User Module software helps

the day-to-day operation. This manual should be able to assist the

user in understanding the function of the Unicenter Service Desk.

APPENDIX A

4.0 Feedback Form

4.1 Reader Feedback Form

Reader Feedback Form EG5.31.02.01 Unicenter Sevice Desk Participant Manual (version 1.0)

We value your input to maintain and improve the quality of our products. Kindly use this form to report errors, or

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