Table of contents. Self Service Portal - End User Guide. Vencer Group - August 15, 2010 Operational VGP - Welcome to the Self Service Portal.

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1 Table of contents Table of contents 1 Overview 2 How to create a Service Request: 2 Logging In 2 Logging a Request 4 Finding and Searching for a request 9 1 of 11

2 Overview Vencer s Self Service Portal is a Service Delivery tool used to keep track of all service requests. Every time a request is made, it will be logged and can be tracked at any time. Every Request logged will be made conveniently available to be reviewed by the request until it has been resolved. How to create a Service Request: To log a request simply choose one of the following (the first 3 options will be reviewed in further details, throughout this document: 1. For self-service, click on the following link, or copy and paste it into an Internet browser : NOTE: Before you are able to use the Service Desk Portal you will be contacted by us to provide your user id and training 2. Call the Service Desk: a. The Service Desk will create a new request, asking the pertinent questions and inputting all required information b. The Service Desk will provide the Request number, which can be used to track the lifecycle of the request c. Once a request has been created, an detailing the request information and number will be sent to the requestor. 3. Send an to: servicedesk@vencergroup.com a. Include the issue/request and all relevant details including an impact (Low, medium, high), contact phone number NOTE: All urgent requests should be called into the , to ensure it receives the quickest response. Logging In 1. Click on - or copy and paste it into an Internet browser: 2. You will then be prompted to put in your User ID and password (provided to you by the Service Desk) 2 of 11

3 3. Click Log in Once logged in you will be directed to the home page: Highlighted above are features that will help to navigate this tool. Below are details corresponding to the numbers above: #1 - Location of IS News Events. Examples include: Upcoming changes or scheduled outages Notices of any issues that could impact users #2 Submit a Service Request. This is where requests, for the Service Desk, are created. This can include anything ranging from PC/Laptop to Applications to Network or general questions. This portion will be reviewed in great details below. #3 - View Your Service History. This allows the tracking of any requests that a user has created. 3 of 11

4 4 Change Your Settings. This section is for personal settings. It allows a user to change things such as password, address and provides the option to shut off notifications Note: At any point in time, if there are any questions about the portal, or this documentation, call the Service Logging a Request 1. Click on Submit a Service Request from the home page You will now be in the Service Request form: 4 of 11

5 2. Use the drop down menus to select the category 3. Use the second drop down list to select a Sub-category Category Offers 2 drop down menus to select from. What is selected in the first field will dictate what is available in the second field. Category options are: Access -> Select this field if there is a requirement to have access to something. Examples include: application access, a new hire, a person leaving Westech, access to a file share on the network etc Break-Fix: Applications -> Select this category if an application is not working as it should. When this category is selected, the second drop down will include a list of applications to select from. Note: if your application is not in this list, please select other Break-Fix: Hardware -> Select this category when hardware is not working as expected. Examples: Monitor is fuzzy, Computer is making noises etc Service Request Application -> Select this category when you want a new application Service Request Hardware -> Select this category when you want new hardware 4. Your Name Please enter first followed by last name into this field 5. Description Field 5 of 11

6 Type a description of the issue being experienced, or of a requirement. The more detailed this field is, the better. Some examples: My outlook will not open this morning or, I would like access to Bob s calendar while he is on Vacation, or I have a new Hire starting, or an Error Message you receive when opening an application 6. Select and urgency using the drop down menu Urgency This is your place to select how quickly your fix is required. Options and references are provided below: Urgent if you are unable to work (Or multiple people are experiencing the same issue) Very High unable to work in an application High Degraded service or loss of functionality Normal A general question, or a non-urgent request Low Nothing urgent, a request for service or a general non show stopping question NOTE: This urgency is used to prioritize a request, and all urgent requests should be called into our Service Desk to ensure the most prompt response Asset This field will not be used at this time 7. Attachment place to add an attachment. Screenshots of error messages are always appreciated. a. Click on Add 6 of 11

7 b. Click on Browse c. Navigate to the file that should be attached d. Click on the to-be attachment to select it e. Click on Open There will now be a path in the field 7 of 11

8 f. Click on Attach Files g. You will now be back at the home page, and you will notice the name of your attachment in the attachment box 8. Click Submit Your request has now been submitted A Service request number will be provided, along with an sent to the user. The user can use this to track the life-cycle of the request. 8 of 11

9 Finding and Searching for a request 1. Click on - or copy and paste it into an Internet browser 2. Click on View your service history: 3. A list of all active requests will appear 4. Double click on the request you wish to view. From here you will be able to see the details of your request 9 of 11

10 5. Click on Add note to add further details if required a. Add in the additional details in field provided b. Click on Add 10 of 11

11 6. Click on Submit to add the details entered into the request 11 of 11

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