Brief Instructions for HelpDesk Users

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Datei: Schutzvermerk nach ISO 16016 beachten!

Short Instruction Helpdesk.doc Nur das Original ist autorisiert!

Aktion Name / Funktion Datum Unterschrift

Verfasser Christian Curth Prüfung

Ludger Alberding Genehmigung < Name >

< AG >

Änderungshistorie

Version Änderungsgrund Änderungsdatum

1.0 Gültige Erstversion _N/A

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1 Introduction ... 3

2 Login ... 3

3 The main screen ... 4

3.1 The menu bar ... 4

3.2 The folder tree ... 4

3.3 The mainframe (Incidents) ... 5

3.4 Filter options... 5

4 Generate a new ticket ... 5

4.1 Attachments ... 6

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1 Introduction

Access via the web gateway is restricted to contract customers. The login data is sent to the users by e-mail.

The web gateway to the HelpDesk is optimized for Microsoft® Internet Explorer. Screens may vary or malfunction may occur with other browsers.

2 Login

In the login screen, user name and password have to be entered. Below, you can choose the language (German/English).

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3 The main screen

The main screen is divided into four areas: the menu bar, the folder tree, a main frame with a list of your tickets and an area providing filters for the ticket list.

3.1 The menu bar

The individual buttons from left to right:

[Logout „user name“] will close the application and log you out of the HelpDesk system. It is important to log out via this button because otherwise the connection is maintained for up to 1 hour and unintended effects may occur if you log in again during this period of time.

Via the [New] button a new request for support is generated. See 4: Generate a new ticket.

Via the third button the folder tree can be shown or hidden.

3.2 The folder tree

In the folder tree, you can navigate between the folders “Help”, “Incidents” and its subfolder “Closed”. In the folder “Incidents” you find your current Requests for Support. In the folder “Closed” you can look up your requests that have been dealt with.

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3.3 The main frame (Incidents)

The main frame contains a list of your current incident request. The fields from left to right in detail:

- _Number:_{the ticket number}

- _Title:_{the name of your incident}

- _{Reporting Person:}_{Name of client’s contact person}

- _State:_{Indicates the current status of processing. This can be}

o New

o Classification o In progress

o Waiting for customer reply o Solved

o Closed o Rejected

- _Responsible:_{Name of HelpDesk support representative}

- _{Last Change:}_{Date and time of the last entry made in the system related to this}

ticket

- Creation Date: Date and time incident request was made

3.4 Filter options

You can choose among various filters to indicate only particular tickets out of the list in the main frame. With (no filter), all tickets of your company are shown. “Own incidents” is the default filter.

4 Generate a new ticket

Please click the “New” button to generate a new Request for Support. A window containing an “Incident/Service Request” form will open. The form should already bear the name of the reporting person, the company and the location.

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First of all, please choose between the options “Incident” and “Service Request”. The default option is “Incident”. Briefly state your problem in the “Title” line. Then describe your problem as precisely as possible in the “Description” field.

Via the “Add ...” button you can add documents or links which may be of assistance in solving the problem. See 4.1 Attachments

For “Modify Description”, see 4.1 Attachments

Via the “OK” button your request is saved in the system and you return to the main screen.

Via the ”Save” or “Apply” button your request is saved in the system and the form remains open.

If you click “Cancel” you return to the main screen without saving your request in the system.

4.1 Attachments

When the pop-up window has opened, you can attach links or files to your request. Briefly describe the content of the attachment in the “Description” field if the content cannot be concluded from the attachment name. Click the OK button. The pop-up window closes and your attachment is now part of the attachments list below the “Incident/Service Request” form. The attachments can be selected individually (tick the respective one) and the description can then be changed via the “Modify Description” button.

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Always click “Save” or “OK” in the menu bar after making changes to the attachments in order to save the attachments along with the ticket.

5 The incident request

You can look up your request by double-clicking the respective ticket name in the main screen. A window with detailed information on the problem will open, indicating the responsible service representative and the reporting person/company as well as showing three tabs:

- General: This tab contains the description of the disturbance and, if existing, a

description of the solution of the problem.

- Attachments: Attachments pertaining to the request can be looked up and further

attachements can be added.

(If you cannot open the attachments: Microsoft® Internet Explorer, “Tools” menu, “Internet Options”, “Security” tab, click on the “Internet” icon, click on the “Custom Level” button, scroll down until you see the Download options, i.e.

“Automatic prompting for file downloads”, click on the “Enable” radio button, click OK until all the windows are closed.)

- Communication: Communication between Customer and Support can be looked up

here and new entries can be made. Please type your text in the “New Entry” field and confirm by clicking the “Save” or “OK” button in the menu bar.

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