Kapamilya Service Portal How To’s:

Table of Contents

1. How do I access Kapamilya Service Portal (KSP) when connected to ABS-CBN network? ................................... 2

2. How do I access Kapamilya Service Portal via internet? ...................................................................................... 2

3. I am a MAC user, how do I access Kapamilya Service Portal? .............................................................................. 3

4. How do I verify my computer username (domain account)? ............................................................................... 3

5. How do I search for a Service in KSP Portal? ........................................................................................................ 4

6. I am encountering an error/problem with an IT service, how can I request for assistance?............................... 4

7. How do I create a Service Request (e.g. Request for Internet)? .......................................................................... 5

8. I received an email requesting for my approval. How do I authorise/reject a request? ..................................... 5

9. How do I review requests I have previously authorised / rejected? .................................................................... 8

10. How do I provide additional information to my submitted request? .................................................................. 9

11. How do I know the status of my request? .......................................................................................................... 10

12. How do I cancel a request? ................................................................................................................................ 11

13. How do I provide feedback for the service provided? ....................................................................................... 12

1. How do I access Kapamilya Service Portal (KSP) when connected to ABS-CBN network?

What to Expect: Upon successfully opening the page, you should automatically be logged in to the system.

Pre-requisite(s): • You should have an active computer User Account (Domain Account, e.g. JUANRS) • You should be using Windows OS. MAC users need to login.

a. Approach 1: Opening KSP via Internet Explorer Favorites - Kapamilya Service Portal

b. Approach 2: Opening KSP by typing the URL: kapamilyaserviceportal.abs-cbn.com

2. How do I access Kapamilya Service Portal via internet?

1. Open your browser and type the KSP Login page URL: kapamilyaserviceportal.abs-cbn.com/sw/manual

For easier access of the system, add the KSP Login page URL to your browser’s favorites.

2. Key-in your computer username (Domain Account, e.g. JUANRS) and password you use to log-in to ABS-CBN network and click “Sign In”.

3. I am a MAC user, how do I access Kapamilya Service Portal?

Pre-requisite(s): • You should have an active computer User Account (Domain Account, e.g. JUANRS) • You should either be connected to ABS-CBN Network or via internet.

1. MAC Users should use the KSP Login page URL: kapamilyaserviceportal.abs-cbn.com/sw/manual

2. Key-in your computer username (Domain Account, e.g. JUANRS) and password you use to log-in to ABS-CBN network and click “Sign In”.

4. How do I verify my computer username (domain account)?

1. Check your username in your computer wallpaper

5. How do I search for a Service in KSP Portal?

1. Click “My Services” from the Menu

2. Type a keyword in the search box

3. Click “Search” button

What to Expect: Upon Pressing “Search”, the system will display the services that match the keyword.

6. I am encountering an error/problem with an IT service, how can I request for assistance?

1. Search for the Service.

2. Click “Support Me” button beside the service.

3. Complete the wizard and submit the request

4. A Reference Number will be generated upon successful submission of the request.

7. How do I create a Service Request (e.g. Request for Internet)?

1. Click “Raise Request” button beside the service you would want to request.

2. Complete the wizard and submit the request

3. A Reference Number will be generated upon successful submission of the request.

8. I received an email requesting for my approval. How do I authorise/reject a request?

a. Approach 1: Approving via Authorize and Reject in the email notification

Pre-requisite: Your ABS-CBN email account registered in KSP should be used for sending the authorisation email.

1. Click Authorize /Reject link in email notification

2. A new mail message will open. Send the email

b. Approach 2: Approving via the links in the email notification

1. Click the link in the email notification

2. A new window will open. Select “Authorised”/”Rejected” from the Status selection and click

“Click here to submit this decision”.

3. A pop-up message will appear confirming submission of decision

c. Approach 3: Approving via “Authorisation Requests” in Kapamilya Service Portal

1. Click “Authorisation Requests” in the Menu

2. Click on the request that you would want to review

3. A new window will open. Select “Authorised”/”Rejected” from the Status selection and click

“Click here to submit this decision”.

4. A pop-up message will appear confirming submission of decision.

9. How do I review requests I have previously authorised / rejected?

1. Click “Authorised Requests” in the Menu

2. The window will display all requests you have approved/rejected. Double click on the request that you would want to review again.

3. Review the details of the request using the available tabs.

NOTE: Updating of Service Request will only be allowed while the request being viewed is not yet Closed

10. How do I provide additional information to my submitted request?

1. Click “My Requests” in the Menu

2. Click on the request that you would want to update

3. A new window will appear. Type your comments and click “Click here to submit this update” button

NOTE: Updating of Service Request will only be allowed while the request being viewed is not yet Closed

4. A pop-up window will appear, confirming submission of the information.

11. How do I know the status of my request?

1. Click “My Requests” in the Menu

2. Click on the request that you would want to check the status of

3. A new window will appear. Click “Business Process Details” tab

4. The system will display the following information:

A. The Process your request will undergo (e.g. Three-Level Approval, Two-Level Approval)

B. The Stage your request is currently at (e.g. 1st Level Approver, Request Fulfillment)

C. The Status of your request (e.g. Pending Approval, Work-in-Progress)

D. The Progress of your request – shows the big picture showing all the Stages your request will go

through)

E. The Approvers – shows the name of the approver(s) who will authorise the request

NOTE:

If your request is rejected by an approver at any point during the approval process, your ticket will be

Cancelled. Stage and Status will become Request Failed and the Progress bar will stop at the last stage

where it failed.

In the example above, for a service requiring three levels of approval, Progress Bar stopped at 40% when the request was rejected by the 2nd Level Approver.

12. How do I cancel a request?

1. Click “My Requests” in the Menu

2. Click on the request that you would want to cancel

3. Go to the “Update Request” tab. On the Service Request Cancellation section, input the reason for cancellation and click Submit request for Cancellation

4. The IT Service Desk will be notified of your request. Once the request for cancellation has been processed, you will be receiving an email notification that your request has been cancelled.

NOTE:

Once a request has been cancelled, the request can no longer be re-opened.

If the approver rejects your request at any point during the approval process, your ticket will be also

be Cancelled.

13. How do I provide feedback for the service provided?

1. You will receive an email notification that your request has been resolved.

2. In the email notification, click on the link for the survey.

3. Answer the survey and click “Click here to submit this update” button.

ABS-CBN IT Service Desk Kapamilya Service @ Your Fingertips

Website: http://kapamilyaserviceportal.abs-cbn.com Email Address: IT-ServiceDesk@abs-cbn.com

Hotline: Local 4200