Support Desk Help Manual. v 1, May 2014

Transcription

1 Support Desk Help Manual v 1, May 2014

2 Table of Contents When do I create a ticket in DataRPM?... 3 How do I decide the Priority of the bug I am logging in?... 3 How do I Create a Ticket?... 3 How do I track the Ticket, I have created?... 6 Can I change the Type of the ticket I have raised?... 7 Can I change the Type and Business Priority of the ticket I have raised?... 8 What are different ticket statuses?... 8 How do I export the tickets I have raised?... 8 Can I mark a ticket as closed?... 9 Can I add other users to this ticket? Can a ticket, which is closed, be reopened? Where are the set of frequently asked questions? How do I quickly find an answer to my question from the Knowledge Base?... 10

3 For better customer experience, we have a helpdesk solution in place. This automated support ticketing process will not only troubleshoot problems, but also provide guidance about the DataRPM App. Using the helpdesk, you will be able to create a ticket, as well as you will be able to view the status of the ticket raised and also access the knowledge base about DataRPM. When do I create a ticket in DataRPM? A ticket may be raised in DataRPM, for one of the following reasons. a. If you have a question to ask. b. When you are using the DataRPM tool, you noticed something unusual and want to report the same to the Support Team. c. You are facing a problem and are not able to use DataRPM, as you ideally would like to. d. A feature request can be made by creating a ticket. e. If you have a lead and want to let DataRPM know about it, raise a ticket. How do I decide the Priority of the bug I am logging in? You can log a bug under 4 categories, namely S1, S2, S3 and S4. If it is a critical issue, log it as a S1 issue. If a major functionality is not available in the App, it is a S2 issue. S3 should be logged, if you notice, that a particular functionality is not working as expected. Log a S4 issue, if you notice a minor glitch in any functionality of the App. How do I Create a Ticket? To create a ticket, you will have to log into your DataRPM account first. Once you log in, follow the steps mentioned below. Click on the Menu link. In the drop down that appears, click on the Create Ticket link to raise a new ticket. The Create a Ticket window will now appear. The address using which you are logged into DataRPM will by default be used to raise the ticket. Enter a subject for the ticket in the Subject line. In the description textbox write the description. If you want to attach an image for the ticket, click on the Attach a file link. Select the file to be uploaded and click on Ok.

4 You will have to categorize the ticket; you are creating in the Type drop down. You can log a bug under 4 categories, namely S1, S2, S3 and S4. If it is a critical issue, log it as a S1 issue. If a major functionality is not available in the App, it is a S2 issue. S3 should be logged, if you notice, that a particular functionality is not working as expected. Log a S4 issue, if you notice a minor glitch in any functionality of the App. Along with the type, you will also have to provide the Business priority of the ticket been raised. Now click on the Submit button to raise the ticket. (Note: It is mandatory to assign a type and business priority to the ticket. The type and business priority of the ticket can be modified at a later point as well.)

5 Once the ticket is submitted, a message will be flashed to you.

6 How do I track the Ticket, I have created? To track the status of the ticket raised, you will have to click on the Menu link. In the drop down that appears, click on the Manage Tickets link. You will be directed to the Home page of the help desk. Click on the Tickets tab to check the status of the ticket.

7 Alternately, you can also click on the Check Ticket Status link on the Home page. In the Tickets tab, you will be able to see the ticket you have raised, along with its status. Can I change the Type of the ticket I have raised? Yes, the type of the ticket raised can be changed by going to the Tickets tab. Click on the Menu drop down after logging into DataRPM. Now click on Manage Tickets link. You will move to the help desk window. Click on the Tickets tab. Under the Ticket Details section, you will be able to see the Type drop down, where you can change the type of the ticket.

8 Can I change the Type and Business Priority of the ticket I have raised? Yes, the business priority of the ticket raised can be changed by going to the Tickets tab. Click on the Menu drop down after logging into DataRPM. Now click on Manage Tickets link. You will move to the help desk window. Click on the Tickets tab in the help desk window. Under the Ticket Details section, you will be able to see the Business Priority drop down, where you can change the priority of the ticket. What are different ticket statuses? Once you raise a ticket, you will see Being Processed status. It stands for issue has been registered with the help desk and is open for analysis and action will be taken on it. When the status reads Awaiting your Reply, it means that the support team has a query and they are waiting for your reply. Once the ticket is resolved, This ticket has been resolved status message will be seen. After the ticket is closed, the status will change to This ticket has been closed. How do I export the tickets I have raised? To export the tickets you have created, click on the Export Tickets link. The Export Tickets window will be seen. You can either export the tickets in.csv format or in Excel format. Filters can be applied to decide from when you want the tickets to be exported. The fields to be exported can be selected as per your requirement. Now click on the Export button to export the tickets. The tickets will be downloaded in the format you have chosen. Once the download is complete, click on the Close button.

9 You can use the search through the Knowledge base to find answers to your questions as well. Use the search box for the same. Can I mark a ticket as closed? Yes, if your query is resolved, you can mark a ticket as closed. For the same go to the Manage tickets link. Now navigate to the Tickets tab. In front of the ticket, you have raised, you will be able to see the Mark ticket as closed button. Click on the button to mark the ticket as closed.

10 Can I add other users to this ticket? To add people to this ticket, you will have to go to the Manage Ticket link located under the Menu drop down. Now navigate to the Ticket tab. You will see the Add People button located in front of the ticket you have raised. When you click on the Add People button, a window will appear. Enter the address of the people to be added and click on the Add People button. Can a ticket, which is closed, be reopened? Yes, a ticket which is closed can be reopened. You can click on the Reply link at the end of the comments and the ticket will be reopened. Where are the set of frequently asked questions? The most frequently asked questions are available under the Knowledge Base section of the Help Desk. You can access it either on the Home tab or under the Solutions tab. How do I quickly find an answer to my question from the Knowledge Base? You can key in your query in the Search text bar and click on the Search button. You can also type in the keywords and press on the Search button. All the questions related to the keyword types in will be pulled up in front of you.