INDEX...2 INTRODUCTION "HELP REQUEST" FUNCTION...

Transcription

1 HELP REQUESTS

2 Table of contents INDEX...2 INTRODUCTION "HELP REQUEST" FUNCTION New Ticket My open Ticket System statuses User certification confirming ticket closing Pending tickets Search Ticket

3 Service description Below follows a description of the communication flow between the Dealers and the Help Desk operators at the Factory when requesting help with problems via ModisCS. The Dealers who will be authorised to handle the tickets will be able to forward requests and/or report malfunctions found in the course of their activities. The core of the Help Request function is the ticket i.e. the request for assistance or information by the users. Once created, the ticket is assigned to a specific group, which has the task of solving the problem. The communication flows vary depending on the type of problem reported by the user. This is done via the descriptive tables by means of which the ticket can be identified and opened. Depending on the selection/type of problem, the system routes the report to the relevant group to solve the problem and close the ticket. 1.1 Help Request function The Help Request function, found in the tree on the left of the ModisCS home page, is divided into three sub-groups: - New Ticket - My Open Tickets - Search Ticket - Documents Fig.1 3

4 1.1.1 New Ticket The New Ticket function allows the users to report a malfunction or ask for help in the course of their activities. When the page is opened, a set of tables appears where the user can enter the information necessary to identify the group to which the ticket shall be forwarded and the description of the problem/request. The available and compulsory fields to open a ticket are: Fig.2 - Criticality: The possible values are Blocking, Critical, Not critical - Description: A brief description of the problem - Brand: the brand for which the ticket is being opened; the possible values are Ferrari, Maserati or Ferrari/Maserati. - Area: DCS - Category: selectable from a list of values linked to the Area - Component: selectable from a list of values linked to Category - Error found: selectable from a list of values linked to Component The remaining fields provide additional information on the ticket. These are automatically updated by the system after the Help Desk operator has accepted the ticket. - Ticket number: this field indicates the ticket number automatically assigned by the system. - Creation date: this field indicates the date of creation of the ticket 4

5 - Support group: this field is displayed after selecting the problem from the categories - Ticket handled by: this field indicates the name of the Help Desk operator who has accepted the ticket. At the bottom of the page, additional information can be entered, which is not compulsory but necessary to the Help Desk operator. - Problem description: to give a full description of the problem - Attachments (if any) The attachments are handled using a form which contains a list of all the attachments entered for that ticket. There are three options for each single ticket: View the list of attachments to the ticket Add new attachments Delete previously entered attachments To view the attachments, double-click on the desired file. To add a new attachment, click on the Add button. A small page appears, where you can browse for the attachment to be downloaded. Select the position (1-5) and confirm. (see Fig 3) Fig.3 To delete a file, select the desired file and click the Delete button (See Fig.4). 5

6 Fig.4 The user can enter up to 5 files (200 KB per file), which can be ordered numerically, as desired. The Applicant profile table automatically shows the data of the user who is opening a ticket. The identification and personal data of the applicant are: - Applicant - Name and Surname - Telephone (automatically entered by the system from the personal details of the users, but modifiable) - - Cost centre (not modifiable by DCS user) - Company (automatically entered by the system from the personal details of the users) - Any notes that will be read by the Help Desk operators. Fig.5 Once the compulsory information required to open a new ticket has been entered, you can Save or Save and Close. In the first case, the ticket is saved and the system returns to the New Ticket page; in the second case, the ticket is saved and the system opens the My Open Tickets page. 6

7 1.1.3 My Open Tickets This page allows viewing the tickets opened by the user. The tickets present may be ordered on the basis of: - ticket number - status (new, in progress, closed by Help Desk, rejected, pending, and cancelled by user) - category - component - criticality (not critical, critical and blocking) - creation date - reopening. To view or modify the contents of a ticket in the list, highlight the string of the ticket selected, which turns white, and click on the Open button. Fig.6 The user who has created the ticket can modify its contents only if the Help Desk has not yet accepted the ticket and, therefore, only if the ticket status is New. In this condition, the user can modify all the ticket data entered, including the attachments. The Refresh button allows viewing the new ticket entered. 7

8 1.1.4 System statuses The ticket statuses are of great importance. In fact, based on the status, the user can always monitor the progress of the ticket. The types of status and their description are given below: Status Name New In progress Description Identifies a ticket that has been created but the group to which it is to be assigned has not yet been identified. Identifies a ticket accepted by a Help Desk operator Closed by Help Indicates that the ticket has been closed by a Help Desk operator Desk User certification Identifies a ticket for which the customer has confirmed the confirming ticket solution. Tickets in this status can no longer be modified. closing Identifies a ticket that has been rejected by the Help Desk and the Rejected reason why. Tickets in this status can no longer be modified. Pending Identifies a ticket that is pending and the reason why Identifies a ticket that has been cancelled by the user, for Cancelled by user example, because a false problem was reported. Only tickets in New status can be cancelled. 8

9 1.1.5 User certification confirming ticket closing When the ticket is in the Closed by Help Desk status, the user must certify that the problem has been solved. A ticket closed by the Help Desk operator is displayed in red letters. In order to certify that the problem has been solved, the user must open the relevant ticket and, on the My Open Tickets page, must select the radio button Has the problem been solved? If selecting Yes, the ticket is finally closed; if selecting No, the user must state a reason for reopening the ticket by selecting the appropriate reopening code from the pull-down menu. The ticket goes back to the In progress status, to once again be accepted by the Help Desk operator. The system counts the number of times the ticket is reopened and displays it in the Reopenings field. Fig.7 9

10 1.1.6 Pending tickets When the Help Desk operator marks a ticket as pending, the reason is shown in the relevant field Search Ticket The Search Ticket page allows the user to search for all the tickets created. The Search Ticket form is identical to the New Ticket form. The search can be done via only one field (e.g. by ticket ID number or by status or by criticality) or via several fields. The field at the bottom displays the last tickets for easy selection and opening. Fig.8 10