SERVICE DESK USER GUIDE

HELP ONLINE RINA SERVICE DESK Page 1 of 16

SERVICE DESK USER GUIDE HOW TO USE SERVICE DESK APPLICATION

INDEX

DEFINITIONS ................................................................................................................................................................... 1 BROWSER COMPATIBILITY .............................................................................................................................................. 2 LINKS ............................................................................................................................................................................... 2 ACCESS CREDENTIALS ..................................................................................................................................................... 2 INTRODUCTION ............................................................................................................................................................... 2 INCIDENT......................................................................................................................................................................... 3 HOW TO INSERT A TICKET ............................................................................................................................................... 3 CHECK PROGRESS OF A TICKET ....................................................................................................................................... 8 COMMUNICATION BETWEEN USER AND OPERATOR IN A TICKET ............................................................................... 10 FEEDBACK ..................................................................................................................................................................... 11 CHANGE REQUEST ........................................................................................................................................................ 11 HOW TO INSERT A CHANGE REQUEST .......................................................................................................................... 12 CHECK PROGRESS OF A CHANGE REQUEST .................................................................................................................. 15 COMMUNICATION BETWEEN USER AND OPERATOR IN A CHANGE REQUEST ............................................................ 16

DEFINITIONS

IT: Information Technology. ID: Identifier. Incident or Ticket: support request. Change: change request. User: person who requires support service. Operator: person who manage ticket. Service Desk: user side application used to insert a ticket. WebLink or ServiceDeskManager: operator side application used for ticket management.


BROWSER COMPATIBILITY

Microsoft Internet Explorer v. 9, 10 o 11, Mozilla Firefox v. 24esr, Safari 7.0.4, Google Chrome.

LINKS

Link: http://servicedesk.rina.org/Default

On RINA Portal:

ACCESS CREDENTIALS

Service Desk: single sign-on or RINA personal code and password

INTRODUCTION

The purpose of this document is to introduce the use of Service Desk application for managing support requests for IT. After login, you will see the main page of Service Desk. On the left side of the screen there is the navigation menu, while on the right side of the page opens the selected item.


INCIDENT

The Incident section is used to insert a ticket and to monitor progress of it. By clicking on "Log an Incident" you will see the page with the fields that must be completed to enter the ticket. By clicking on “My Incident” you will see the list of tickets submitted by user. Field marked with * are required. In case of a support request for application, it is recommended to fill in the Rina Application field, which enables the direct care of the ticket by the office concerned.

HOW TO INSERT A TICKET

Note: please note that you must insert a ticket for every single issue that needs support.

In the menu on the left side of the screen, under the menu “Incidents”, click on “Log an Incident”.

Complete the required fields for the request, marked with *: � Requestor for: person for whom the ticket is inserted; modify it only if you want to insert a ticket for

someone else.

There are two ways to modify it: o Enter the last name of the person within the fields o Choose the contact from a list by clicking on the icon

� Request type: Select the type of ticket from the drop-down menu, which can be:


� Service type: type of service for which you are requesting assistance, which can be: o Workplace Services: for technical support o Software Applications: for application support o Dynamics AX: for requests related to the AX application (Purchase Request, Purchase Order,

Purchase Agreement, ...) o Dynamics CRM: for requests related to the CRM application (Customers, Opportunity, Quote, ...) o Dynamics Timesheet: for requests related to the Timesheet application (Time, Missions, ...)

Select a service by clicking the mouse on the selected desired option.

� Subject or template: insert the subject of the ticket with the keywords of the problem or you can select a template;

Click on the icon and choose the template you want. When selected, the required fields will be automatically completed to send your request.

� Details: brief description of the problem encountered.


� Rina Applications or Services: Application or Service on which you require assistance. To fill in the field, write the name of the application or service, otherwise click on icon and look on the tree structure, selecting the desired one. Software Application tree Workplace Services tree

In case of a support request for application, filling the RINA Applications field defines automatically the operator or group concerned. If the RINA Application field is not filled in, the ticket is assigned to Helpdesk group. Depending on the selected RINA Application field, is required to fill in additional non-mandatory fields that will help operator to solve the ticket.

� Page attribute (enabled only for some Rina Applications): page/environment in which the problem was found. Select the page/section by icon , look on the tree structure.


� Attributes (enabled only for some Rina Applications): specific data for the application chosen. The fields are divided into two sections:

o Keys: here are displayed the ID of each attribute.

To do a search on this field, it should be entered exact data (e.g. contract code AG/AGR/10/2012).

By clicking on the page off the field, that data will be completed automatically.

o Filters: here you can do some research.

To do a search on this field, you can also insert only a part of data to research (e.g. to search for an invoice 2013/A3/1003).

Click on the icon

Select the desired attribute optionally by entering additional search filters in the edit fields

Note: If you cannot find the information you are looking for, you must write it in the ticket description.


� Attach File: You can attach a document or picture that you previously saved to the ticket.

o Click on icon “Attach file”.

o Select one or more documents or picture you want to attach. o Click on “Attach” to attach it to the request.

� Attach PrintScreen: you can attach a screenshot to the ticket.

o Copy an image of the screen using screen capture software (eg. Snipping Tool) or the STAMP key (or ALT + STAMP) on the keyboard.

o Click on the icon “Attach Screenshot”.

o

o Use the key combination CTRL + V to copy the image within the window.

o Click on “Attach” to attach it to the ticket.

Submission of request: click on to send the ticket to operators to resolve it;

Otherwise click on to cancel the request. Will be displayed a summary page of the ticket just inserted, which is associated with an ID.


CHECK PROGRESS OF A TICKET

You can view previously entered a ticket and check progress, by choosing "My incidents" option.

Choose the status of the ticket, using the drop-down menu.

Select the ticket you want.

It appears a detail page, which contains:


� Summary data and tracking: ID, subject, description, and status.

Ticket status can be: o New o In progress o On hold o Resolved

� Message to Service Desk and Diary Entries: fields that allow communication between user and operator. For instructions, see chapter "COMMUNICATION BETWEEN USER AND OPERATOR”.

o Message to Service Desk: field in which you can enter more details, answer questions posed by the operator or send new screenshots to the operator.

o Diary Entries: field that contain the whole conversation.


� Summary attributes (when valued)

� Section to set the feedback (visible when the status is Resolved): for instructions on how to set the feedback please refer to chapter "FEEDBACK”.

COMMUNICATION BETWEEN USER AND OPERATOR IN A TICKET

If an operator needs information about the ticket, write it in the diary and a message will send to the operator.

The mail contains: � Ticket ID � Object � Description of request � Date and time of message � Link that allows access to the Service Desk in order to enter the required information

On Service Desk, by clicking on "My Incidents" option, in the field "Diary entries" is displayed the whole history conversation between user and operator.

To answer to the operator or to insert additional details, you can write in the filed "Message to Service Desk".


You can always attach more pictures/documents, using the button

FEEDBACK

As the ticket is resolved, the system sends automatically an email to the contact. The user has two days to enter their evaluation about the job on the ticket.

The feedback can take the values: � Inadeguate � Adeguate � Good � Excellent

Then the operator can close the request. From then on, the request is always displayed in the "My Incidents", but under the menu closed.

Once valued the feedback, click on to save the feedback. Note: once the user saved the changes, the feedback will no longer be editable by anyone.

CHANGE REQUEST

The Change section is used to insert a change request and to monitor progress of it. By clicking on “Request a Change“ you will see the page with the fields that must be completed to enter the change.

By clicking on “My Changes” you will see the list of changes submitted by user.

Field marked with * are required.


HOW TO INSERT A CHANGE REQUEST

Note: please note that you must insert a change for every single request. In the menu on the left side of the screen, under the menu “Changes”, click on “Request a Change”.

Complete the required fields for the change request, marked with *: � Requestor for: person for whom the change request is inserted; modify it only if you want to insert a

change request for someone else.

There are two ways to modify it: o Enter the last name of the person within the fields o Choose the contact from a list by clicking on the icon

� Request type: Select the type of change re quest from the drop-down menu, which can be:

� Service type: type of service, which can be: o Workplace Services: for technical side o Software Applications: for application side

Select a service type by clicking the mouse on the selected desired option.

� Subject or template: insert the subject of the change request with the keywords of the request or you can select a template;


Click on the icon and choose the template you want. When selected, the required fields will be automatically completed to send your change request.

� Details: brief description of the change request.

� Rina Applications or Services: Application or Service on which you request a change. To fill in the field,

write the name of the application or service, otherwise click on icon and look on the tree structure, selecting the desired one. Software Application tree Workplace Services tree

� Need by date (mm/dd/yyyy): date for which the change is required.

� Attach File: You can attach a document or picture that you previously saved to the change request.

o Click on icon “Attach file”.


o Select one or more documents or picture you want to attach. o Click on “Attach” to attach it to the request.

� Attach PrintScreen: you can attach a screenshot to the change request.

o Copy an image of the screen using screen capture software (eg. Snipping Tool) or the STAMP key (or ALT + STAMP) on the keyboard.

o Click on the icon “Attach Screenshot”.

o

o Use the key combination CTRL + V to copy the image within the window.

o Click on “Attach” to attach it to the change request.

Submission of change request: click on to send the change request to operators to resolve it;

Otherwise click on to cancel the change request. Will be displayed a summary page of the change just inserted, which is associated with an ID.


CHECK PROGRESS OF A CHANGE REQUEST

You can view previously entered a change request and check progress, by choosing "My changes" option.

Choose the status of the change, using the drop-down menu.

Select the change request you want.

It appears a detail page, which contains:


� Summary data and tracking: ID, subject, description, and status.

� Message to Service Desk e Diary Entries: fields that allow communication between user and operator. For instructions, see chapter "COMMUNICATION BETWEEN USER AND OPERATOR IN A TICKET”.

o Message to Service Desk: field in which you can enter more details, answer questions posed by the operator or send new screenshots to the operator who manage the change request.

o Diary Entries: field that contain the whole conversation.

COMMUNICATION BETWEEN USER AND OPERATOR IN A CHANGE REQUEST

For instructions about communication between user and operator, see the related chapter “COMMUNICATION BETWEEN USER AND OPERATOR IN A TICKET”.

Documents

SERVICE DESK USER GUIDE