Vision Document CUSTOMER RELATION MANAGEMENT SYSTEM Version 1.0

Size: px
Start display at page:

Download "Vision Document CUSTOMER RELATION MANAGEMENT SYSTEM Version 1.0"

Transcription

1 Vision Document CUSTOMER RELATION MANAGEMENT SYSTEM Version 1.0 Submitted in partial fulfillment of the requirements of the degree of Master of Software Engineering CIS 895 MSE Project Kansas State University Committee Members Major Professor: - Dr. Dan Andresen Dr. Torben Amtoft Dr. Mitchell L. Neilsen 1

2 TABLE OF CONTENTS 1. Introduction Purpose & Motivation Definitions, Acronyms and Abbreviations References Project Overview Overall Description Product Perspective Product Functions User Characteristics Constraints Assumptions and Dependencies Specific Requirements External Interface Requirements User Interfaces Hardware Interfaces Software Interfaces Communication Interfaces Functional Requirements Managing Registration Process Managing Login Process Assigning User Roles Query Creation/Ticket Creation Status Check Assigning Tickets to Tech Users Change Ticket Status Send Response Search Ticket Create a Ticket Sub-Category Sign Off.16 2

3 4.3. Design Constraints Software System Attributes Performance Requirements Other Requirements..17 3

4 1. Introduction 1.1. Purpose & Motivation The purpose of this document is to provide a complete description of all the critical requirements, available recourses, functionality constraints and specifications of the CRMS. It also provides a detailed overview of the product, its parameters and goals. Many changes are expected in this document before the completion of the project. Any changes will be recorded and reported to the supervisory committee for their approval. Preparing this document is to create a layout of the project by recording the various constraints and requirements essential for the project. My motivation for CRMS has come from my very experience with a poor customer service at a company. Many people will be familiar with these experiences. They will frequently tell you that someone will call you back within $ time which of course they never do. Every company that gives lip service to customer service but doesn t really deliver it opens up opportunities for those few companies that actually do practice extraordinary customer service. We all know that a central goal of every business is to serve its customers. Success or failure has hinged on this simple rule. Customer Relationship Management System (CRMS) is a way of using technology to do just that. Customer relationship management system can be used by companies for maintaining a good and timely relationship with their customers. It helps them to learn more about the needs and behavior of the customers, hence helping companies in maintaining a stronger tie-ups by dealing with their customers efficiently and effectively. CRMS provides on time reports and information about their prospective customers and this helps companies to actuate the timely action for that customer. This in turn creates a good and productive relationship with them. Due to Data Centralization at one place, Companies can quickly generate different user reports, user histories, user activities, user queries, user s. In this world of fast communication where everyone is busy in his own work, requires the medium through which his problems are solved without much of time wastages and physical 4

5 efforts. Companies prefer to have a Web Based Complaint Management System (Query Management) installed at their end which accepts the query's and requests online onto their websites from the customers and provide the Online Solution to it through relevant information and/or patches. On time solution of customer s complaints and feedback is what differentiates companies in their work process. CRMS helps organizations manage, assemble and analyze customer complaints and feedbacks to improve customer service. CRMS allows any front-office staff to analyze client history and respond to any customer queries in short time. Also, a manager can track how well the query management is functioning. Support staff can be anywhere in the world. CRMS provides a hassle free way of managing customer queries Definitions, Acronyms and Abbreviations Helpdesk User A user who speaks with the customers and distinguishes between a Query / Complaint / Request and creates a Ticket. He can also check the status of a Ticket. Supervisor A Supervisor is a privileged user responsible for managing users and Ticket sub- categories. He is also responsible for assigning pending Tickets to Tech Users depending upon their skills. Tech User A Tech User who is assigned a Ticket, works to resolve the issue with this Ticket. He can update his work progress. Customer A Customer is a user who has a Query / Complaint / Request. He can either create a Ticket by himself or can call the Helpdesk User to create one. UID UID is a unique id which a user requires to have. As part of the login process in CRMS, user will be asked to provide his User ID (UID) and password, which the user has created during the time of registration. 5

6 Ticket Support requests sent in via , through the web or over the phone to Helpdesk User can be identified with a help of a Ticket. This is a unique Number assigned to each Complaint / Query / Request. Complaint Complaints are generated if there is any product malfunction. Understanding the main types of customer complaints is a key to handle them correctly. Many problems are "location dependant". Including the exact location of the problem speeds most troubleshooting tremendously. Query Questions like how to upload a file, how to create an account, how to use any software, Information about backups and file recovery etc Request Request for new software s, password requests etc. Sub-Categories Sub-Categories are used to organize the entire project. As series of pages are difficult to navigate, we sub categorize them under Query / Complaint / Request which organizes categories by topic References UML Diagrams: CIS 748 Course Lectures by Dr. Scott Deloach. IEEE Recommended Practice for Software Requirements Specifications. 6

7 2. Project Overview CRMS is a web application developed to provide a platform where an Organization can comprehensively manage complaints, Queries and Request from Customers. The real-time visibility provided by the CRMS enables an Organization to track each complaint, Query, Request through its lifecycle from recording and initiation to investigation, reporting, and closure. The reporting capability of the CRMS helps the Organization to perform trend analysis and spot recurring problems. Based on a complaint, one can trigger corrective and preventive action. Using the CRMS system increases Customer satisfaction and retention through improved responsiveness. The important feature of this application is that summary report can be viewed using the reporting services. Also complaints, Queries or request remainder mails can be sent. The purpose of this document is to lay down the various processes that need to be adopted at the time of registering any query or complaint with a company. Section 3 of this document gives a general overview of the system. Section 4 gives more specific requirements for functions offered. 3. Overall Description 3.1. Product Perspective The product is a totally independent and self-contained running Windows 7 and IIS (Internet Information Server). 7

8 3.2. Product Functions CRMS software provides (number) types of functions. Functions available for Customers: Create a Query / Complaint / Request with the help of his unique id. Check Ticket Status using Ticket number or with the help of his UID. Functions available for Helpdesk User: Create a Query / Complaint / Request for anybody who has an UID. Check Ticket Status using Ticket number or with the help of Customer s UID. Functions available for Tech User: Check Ticket Status of Tickets assigned to him or can also view Customer s history using the Customer s UID. Functions available for Supervisor: Create a Query / Complaint / Request. Check Ticket Status using Ticket number or Customer s UID or Tech User s UID. Manage Users. Manage Ticket sub-categories. 8

9 USE CASE DIAGRAM 3.3. User Characteristics The system supports different types of users: Customers - Non-privileged users are Customers. They will use the system to create a Query / Complaint / Request and view specified reports i.e. reports of their Tickets. 9

10 Helpdesk User - They will use the system to create a Query / Complaint / Request and view all reports. Tech User - They will use the system to create a Query / Complaint / Request and view reports of Tickets created by them and also view reports of all Tickets assigned to him. Supervisor - Privileged user is the Supervisor. In addition to using the above functions, they will use the system to modify Ticket sub-categories and create and remove users. All users would need minimal training before using the application Constraints The CRMS must be implemented to work with any browser. CRMS should be user friendly. CRMS must be responsive and efficient enough not to irritate Customers (refer section Performance requirements) Assumptions and Dependencies The system on which the software product is hosted should have reasonable storage capabilities. 4. Specific Requirements 4.1. External Interface Requirements User Interfaces The user interface will be a Graphical User Interface (GUI). Basic screen formats may consist of drop down menus, push buttons and data entry fields. Details about the user interface will be further defined in the design document. 10

11 Hardware Interfaces Not applicable Software Interfaces The system will be created to be used with a Windows 7 / Windows Communicational Interfaces The system runs on a Windows 7 / Windows 2000 workstations communicating over a Local Area Network (LAN). The workstations are connected to the server through a LAN. Thus, the interface is unimportant to the scope of this project Functional Requirements Managing Registration Process Purpose: The purpose of this part of the application is registration of a new User which would allow a new User to become a member of the CRM system. Input: The User enters registration information. E.g. Name, Address, , Contact Number, User Name, Password. The User Name is nothing but the UID. Processing: System checks user name to see if it is valid. If the user name already exists, the user needs to choose a new user name. Otherwise, the customer information is saved to the database. Output: For correctness, the customer inputs will be validated. If the customer inputs violate any input format, the appropriate error message will be displayed. If the customer inputs are valid, then a confirmation is shown. 11

12 Managing Login Process Purpose: The purpose of this part of the application is to provide user authentication. A valid user account must be used if you are an existing User and a new User can register. Inputs: The user enters a user name and a password. Processing: The user inputs will be validated and authenticated by checking the user name and password to see if they match the data stored in the database. Outputs: If the user name or password is not valid, the appropriate error message will be displayed and the user needs to re-enter user name and password. If the user inputs are valid the user would be given access to the System Assigning User Roles Purpose: In this part of the application Supervisor assigns User Roles or update the User Role. Input: The Supervisor selects a User and a User Role to be assigned to the User. Processing: The Supervisor selection will be validated and accordingly the action is being performed against the user s account at the server. Profile is then updated accordingly at the server. Output: The request will be validated and upon successful validation, the Users account is updated and a confirmation is displayed. Otherwise an appropriate error message is displayed. 12

13 Query Creation/Ticket Creation Purpose: The purpose of this part of the application is to add a new Query / Complaint / Request. Input: User: UID Ticket Category: Request, Query or Complaint. Sub Category: Different issues pertaining to the issue category. Priority: Low, Normal or High. Subject: Issue Subject line. Problem Description and Remarks: Detailed explanation about the issue. Attachments: If any attachments required/relate to the issue. Processing: The input is validated and upon successful validation the information is saved to the database and a new Ticket is created. Based on the information filled in, details are added to database for further processing. Output: Upon successful validation a new ticket is created and a confirmation is displayed. Otherwise an appropriate error message is displayed Check Status / View Status Purpose: The purpose of this part of the system is to check the status of the Ticket. Inputs: Ticket Number. Processing: The System validates the Ticket Number and retrieves the ticket Status. Output: The Ticket Status will be displayed if it is a Valid Ticket; else an appropriate error message is displayed. 13

14 Assigning Tickets to Tech Users Purpose: Supervisor views and assigns the generated unassigned ticket to a Tech Users based on their skill set. Inputs: Unassigned Ticket Number and Tech User s UID. Processing: Based on the assignment process, details are added to database for further processing. Output: Related Status will be displayed Change Ticket Status Purpose: The system must help the Tech User find the Ticket and change its status according to the progress of the Ticket. Input: The Tech User fills in UID, Ticket Number and the Ticket Status to which the ticket has to be changed. Processing: The inputs are used as search criteria for searching the database and details are added to database for further processing. Output: A list of all enquiries matching the search criteria is displayed. The list will include all the details of that ticket. Against each record, there will be a provision to modify the status Send Response Purpose: The system must allow the Supervisor to add feedback information or send a response for a particular Ticket. The feedback or response is in a form of an . 14

15 Input: The Input required is Ticket Info, Feedback By, Feedback On, Feedback Text, Remarks, and Mode of feedback. Processing: The input is used to create a new response. Output: When processing completes, it sends an to the Ticket holder or an error will be returned if one occurs Search/ Modify Ticket Information Purpose: The system must allow the login user to search the database for respective Ticket and also modify Ticket Information. Input: The function requires as Input Ticket Number and the changes to be made. Processing: The system searches the database based on the search criteria. The resultant list includes Ticket, UID and Name. The system should allow the user to modify information. Output: When processing completes, an error will be returned if one occurs Create a Ticket Sub-Category Purpose: The part of the application is used by a supervisor to create a Sub-Category. Input: Name of the Sub-Category to be added and the Category under which it has to be added. 15

16 Processing: Adds a Sub-Category to the Specified Category (Complaint / Query / Request). Output: New Sub-Category added without change in design Sign-Off Ticket Purpose: After the Tech User updates the Task with the action taken. Supervisor will check the resolution and sign off the case. Supervisor signs off and closes the ticket. Input: Supervisor Checks for status change (complete) by the Tech User. Processing: Supervisor after he finds it signs off and closes the ticket. Output: Ticket closed Design Constraints Software Limitations The system is implemented in.aspx and C#. The platform for the system shall be Windows Software System Attributes Security The functions described in section 4.2 are restricted to users described above who are considered as CRMS users. Each authorized user will be assigned a login id and a password. 16

17 4.5. Performance Requirements The responses of the CRMS must be fast enough not to irritate the Customers. The system must handle Query / Complaint / Request per day and generates type of reports as many times per day. With this maximum load, 90% of the requests should be answered in less than 1 second and 9% of the requests should be answered in less than 10 seconds. Situations in which a login user request takes more than 1 minute should be less than 1% Other Requirements Requirements Backup strategy has to be developed. 17

Vision Document Airline Reservation System

Vision Document Airline Reservation System Vision Document Airline Reservation System Submitted in partial fulfillment of the requirements of the degree of Master of Software Engineering Kaavya Kuppa CIS 895 MSE Project Department of Computing

More information

Architecture Design Version1.0. Architecture Design CUSTOMER RELATION MANAGEMENT SYSTEM Version 1.0

Architecture Design Version1.0. Architecture Design CUSTOMER RELATION MANAGEMENT SYSTEM Version 1.0 Architecture Design CUSTOMER RELATION MANAGEMENT SYSTEM Version 1.0 Submitted in partial fulfillment of the requirements of the degree of Master of Software Engineering CIS 895 MSE Project Kansas State

More information

Test Plan Online Book Store Phase-II. Vamsi Krishna Mummaneni

Test Plan Online Book Store Phase-II. Vamsi Krishna Mummaneni Test Plan Online Book Store Phase-II Submitted in partial fulfillment of the requirements of the degree of Master of Software Engineering Vamsi Krishna Mummaneni CIS 895 MSE Project Kansas State University

More information

Test Plan Airline Reservation System

Test Plan Airline Reservation System Airline Reservation System Submitted in partial fulfillment of the requirements of the degree of Master of Software Engineering Kaavya Kuppa CIS 895 MSE Project Department of Computing and Information

More information

Project Plan 1.0 Airline Reservation System

Project Plan 1.0 Airline Reservation System 1.0 Airline Reservation System Submitted in partial fulfillment of the requirements of the degree of Master of Software Engineering Kaavya Kuppa CIS 895 MSE Project Department of Computing and Information

More information

Intellect Platform - The Workflow Engine Basic HelpDesk Troubleticket System - A102

Intellect Platform - The Workflow Engine Basic HelpDesk Troubleticket System - A102 Intellect Platform - The Workflow Engine Basic HelpDesk Troubleticket System - A102 Interneer, Inc. Updated on 2/22/2012 Created by Erika Keresztyen Fahey 2 Workflow - A102 - Basic HelpDesk Ticketing System

More information

Entering a Case Into the PeopleSoft Helpdesk (CRM) Logging in

Entering a Case Into the PeopleSoft Helpdesk (CRM) Logging in Entering a Case Into the PeopleSoft Helpdesk (CRM) Logging in Open Internet Explorer Logging in Navigate to the district home page: http://www.fortbend.k12.tx.us/ Click on Employee Services Finally, click

More information

Software Quality Assurance Plan

Software Quality Assurance Plan Software Quality Assurance Plan Online Book Store Version 1.0 Vamsi Krishna Mummaneni CIS 895 MSE Project KSU Major Professor Dr.Torben Amtoft 1 Table of Contents 1. Purpose 3 2. Reference Documents 3

More information

Partner Portal DOCUMENT. Ticketing User Guide. NTT Communications

Partner Portal DOCUMENT. Ticketing User Guide. NTT Communications DOCUMENT Partner Portal Ticketing User Guide PREPARED BY NTT Communications Copyright of this document is owned by NTT Communications Corporation. Copying a part of or whole of this document without our

More information

New Help Desk Ticketing System

New Help Desk Ticketing System New Help Desk Ticketing System Starting Monday, November 30, 2009 at 6 am the University will be going live with their new help desk ticketing system. The website to access the new ticketing system is

More information

User Manual for Web. Help Desk Authority 9.0

User Manual for Web. Help Desk Authority 9.0 User Manual for Web Help Desk Authority 9.0 2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic

More information

Mobile Device Access Simple Application Guide

Mobile Device Access Simple Application Guide Mobile Device Access Simple Application Guide Users can add/manage requests, retrieve passwords, and review password releases/sessions via their mobile device. This manual should be used to help you navigate

More information

Presented by Jeris Creasey. Information Technology Trainer, Information & Telecommunication Systems

Presented by Jeris Creasey. Information Technology Trainer, Information & Telecommunication Systems Presented by Jeris Creasey Information Technology Trainer, Information & Telecommunication Systems Submitting a Helpdesk Request 3 Logging into the KBOX server 4 The Knowledge Base Tab 5 The Help Desk

More information

AIRLINE RESERVATION SYSTEM KAAVYA KUPPA. Bachelor of Engineering, Jawaharlal Nehru Technological University, India, 2005 A REPORT

AIRLINE RESERVATION SYSTEM KAAVYA KUPPA. Bachelor of Engineering, Jawaharlal Nehru Technological University, India, 2005 A REPORT AIRLINE RESERVATION SYSTEM BY KAAVYA KUPPA Bachelor of Engineering, Jawaharlal Nehru Technological University, India, 2005 A REPORT submitted in partial fulfillment of the requirements for the degree of

More information

User Manual on TrixCRM Web Self Care Helpdesk Management

User Manual on TrixCRM Web Self Care Helpdesk Management on TrixCRM Web Self Care Helpdesk Management Table of Contents 1 Preface...3 2 Introduction...4 2.1 Target Audience of the Document...4 3 TrixCRM Helpdesk Management...5 3.1 System Overview...5 3.2 Main

More information

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG...

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... 11 Raising a Service Request... 12 Edit the Service Request...

More information

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011

Dell KACE K1000 Management Appliance. Service Desk Administrator Guide. Release 5.3. Revision Date: May 13, 2011 Dell KACE K1000 Management Appliance Service Desk Administrator Guide Release 5.3 Revision Date: May 13, 2011 2004-2011 Dell, Inc. All rights reserved. Information concerning third-party copyrights and

More information

Introduction. Helpdesk System

Introduction. Helpdesk System Introduction The User Guide is intended for Perridot Customer (mentioned as Customer ) who has contractual maintenance license agreement signed with Perridot. It provides our customer with some insights

More information

Cooper Software Limited

Cooper Software Limited Cooper Software Limited Cooper Software Helpdesk User Guide Publish Date: 02 July 2013 Copyright Notice This document contains proprietary information belonging to Cooper Software Limited may neither be

More information

UAB CIS QuickStart Guide Using the RT SelfService Web Interface Revision 1, 3/22/06

UAB CIS QuickStart Guide Using the RT SelfService Web Interface Revision 1, 3/22/06 UAB CIS QuickStart Guide Using the RT SelfService Web Interface Revision 1, 3/22/06 Introduction The CIS department uses Request Tracker (RT) software to operate the IT Helpdesk and FrontOffice service

More information

Project Proposal Apparels Listing Website Development

Project Proposal Apparels Listing Website Development Project Proposal Apparels Listing Website Development Doc Version: 1.0 3/11/2015 Punit Garg punit.garg@fabletechnologies.com Business Development Manager Fable IT Solutions Pvt. Ltd. Table of Contents

More information

BMC Remedy Service Desk: Incident Management 7.6.00 User s Guide

BMC Remedy Service Desk: Incident Management 7.6.00 User s Guide BMC Remedy Service Desk: Incident Management 7.6.00 User s Guide October 2010 BMC Remedy Service Desk: Incident Management 7.6.00 1 Contents Chapter 1 Introducing BMC Remedy Incident Management... 3 Getting

More information

e-sampark web portal

e-sampark web portal e-sampark web portal The vision for this project is to create a knowledge-based society through extensive use of I.T. as a medium for effective interaction between the Administration and the public so

More information

Service Central Your gateway to support

Service Central Your gateway to support Service Central Your gateway to support Training deck November 2015 Topics Why using Service Central? How to login to Service Central - Option 1 - Option 2 How to submit a ticket How to modify a ticket/check

More information

IT Service Manager Agent Guide

IT Service Manager Agent Guide IT Service Manager Agent Guide Issue Training - Online Tutorials & Guides http://www.it.northwestern.edu/service-manager/ IT Service Manager Login Page https://itsm-fp.northwestern.edu/footprints/ Contents

More information

How To Use Remedy On A Pc Or Macbook 2.5 (For Mac)

How To Use Remedy On A Pc Or Macbook 2.5 (For Mac) Remedy Quick Start Guide Remedy 7 is a workflow tool for managing requests and their resolution. It is available to subscribed departments at NYU. This guide will introduce you to the basic layout and

More information

Table of Contents INTRODUCTION...2 HOME PAGE...3. Announcements... 6 Personalize... 7 Reminders... 9 Recent Items... 11 SERVICE CATALOG...

Table of Contents INTRODUCTION...2 HOME PAGE...3. Announcements... 6 Personalize... 7 Reminders... 9 Recent Items... 11 SERVICE CATALOG... Table of Contents INTRODUCTION...2 HOME PAGE...3 Announcements... 6 Personalize... 7 Reminders... 9 Recent Items... 11 SERVICE CATALOG...12 REQUEST...14 Request List View... 15 Creating a New Incident...

More information

Creating an e mail list in YahooGroups

Creating an e mail list in YahooGroups Creating an e mail list in YahooGroups Creating an e mail list in Yahoo Groups is easy to do. Just follow the steps below and your group will be created in a matter of minutes. Why use Yahoo Groups? First,

More information

Support System User Guide

Support System User Guide Support System User Guide The Virtual Office support system provides users with a useful way to submit and track issues and resolutions. This feature- rich system is one more way that VO provides customers

More information

Time Monitoring Tool Software Requirements Specifications. Version <1.0>

Time Monitoring Tool Software Requirements Specifications. Version <1.0> Time Monitoring Tool Software Requirements Specifications Version Revision History Date Version Description Author First version Martin Robillard Page 2 of 18 Table of Contents

More information

Bijlage1. Software Requirements Specification CIS. For. Version 1.0 final. Prepared by Saidou Diallo. HvA/Inaxion. November 2009

Bijlage1. Software Requirements Specification CIS. For. Version 1.0 final. Prepared by Saidou Diallo. HvA/Inaxion. November 2009 Bijlage1 Software Requirements Specification For CIS Version 1.0 final Prepared by Saidou Diallo HvA/Inaxion November 2009 Copyright 2009/2010 Inaxion BV. Table of Contents 1. Introduction...3 1.1 Purpose...

More information

Manager. User. Guide

Manager. User. Guide Meeting Manager Room7 User Guide Copyright 2008, NetSimplicity Software 8 th Edition, MRM 7.8 User Guide June 2008 Written for Meeting Room Manager 7.8 Written by Barry Shanko ActiveX, Internet Explorer,

More information

USER S MANUAL. Decision Support System

USER S MANUAL. Decision Support System USER S MANUAL Decision Support System Planning Department, Government of Karnataka June, 2011 Revision Sheet Revision Sheet Release Date Revision Description No. 0.1 8-6-2011 Sent for Review with RSBUH

More information

CRM for small business. info@maplecrm.com

CRM for small business. info@maplecrm.com CRM for small business info@maplecrm.com CRM for Small Business Customer Relationship Management (CRM) Software refers to a technological solution that help businesses manage customer relationships in

More information

FERSOFT Software Project Management Plan Version 1.0 OBTRS ONLINE BUS TICKET RESERVATION SYSTEM

FERSOFT Software Project Management Plan Version 1.0 OBTRS ONLINE BUS TICKET RESERVATION SYSTEM OBTRS ONLINE BUS TICKET RESERVATION SYSTEM Preface The document contains the Software Project Management Plan of ONLINE BUS TICKET RESERVATION SYSTEM (OBTRS), which can be used for the all of the internet

More information

Open Internet Explorer (or other internet browser) and enter the following website into the Address Bar http://www.esit.com.

Open Internet Explorer (or other internet browser) and enter the following website into the Address Bar http://www.esit.com. Open Internet Explorer (or other internet browser) and enter the following website into the Address Bar http://www.esit.com.au/support 1. Once the site has loaded you should have something as follows 2.

More information

Novell Open Workgroup Suite Small Business Edition Helpdesk

Novell Open Workgroup Suite Small Business Edition Helpdesk Administration Guide AUTHORIZED DOCUMENTATION Novell Open Workgroup Suite Small Business Edition Helpdesk 2.5 June 1, 2009 www.novell.com Helpdesk Administration Guide Legal Notices Novell, Inc. makes

More information

Software Requirement Specification For Flea Market System

Software Requirement Specification For Flea Market System Software Requirement Specification For Flea Market System By Ilya Verlinsky, Alexander Sarkisyan, Ambartsum Keshishyan, Igor Gleyser, Andrey Ishuninov 1 INTRODUCTION 1.1 Purpose 1.1.1 Purpose of SRS document

More information

TABLE OF CONTENTS ABSTRACT ACKNOWLEDGEMENT LIST OF FIGURES LIST OF TABLES

TABLE OF CONTENTS ABSTRACT ACKNOWLEDGEMENT LIST OF FIGURES LIST OF TABLES TABLE OF CONTENTS ABSTRACT ACKNOWLEDGEMENT LIST OF FIGURES LIST OF TABLES ii iii x xiv CHAPTER 1: INTRODUCTION 1 1.0 Background 1 1.1 Research Motivation 4 1.2 Research Objectives 5 1.3 Project Scope 6

More information

NETOPIA ENTERPRISE TROUBLE TICKETING SYSTEM (NETTS)

NETOPIA ENTERPRISE TROUBLE TICKETING SYSTEM (NETTS) NETOPIA ENTERPRISE TROUBLE TICKETING SYSTEM (NETTS) How to use the NETTS? Accessing the Trouble Tickets 1. Log-on to http://intranet.netopia.com.ph 2. On the Navigation Tab on the left hand side of your

More information

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7. Personalize & Change Password... 8. Reminders... 10 SERVICE CATALOG...

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7. Personalize & Change Password... 8. Reminders... 10 SERVICE CATALOG... Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 10 SERVICE CATALOG... 12 Raising a Service Request... 12 Edit the Service Request...

More information

censhare-tracker Instruction for using the Version 1.8.1-en censhare AG November, 9th 2010

censhare-tracker Instruction for using the Version 1.8.1-en censhare AG November, 9th 2010 Instruction for using the censhare-tracker Version 1.8.1-en censhare AG November, 9th 2010 Chapter Page How to reach the censhare-tracker 2 Opening the projekt file 2 Projekts/ticket structure 3 Creating

More information

CSA Helpdesk User Guide

CSA Helpdesk User Guide CSA Helpdesk User Guide CSA Helpdesk User Guide 1 Creating Tickets 1.1 1.2 Creating a New Ticket via Email 4 Creating a New Ticket via the Website 7 2 Account Management 2.1 2.2 2.3 Logging in to your

More information

CS 3610: Software Engineering. Summer 2013. Software Requirements Specification Document. Project Title: Road Repair Tracking System

CS 3610: Software Engineering. Summer 2013. Software Requirements Specification Document. Project Title: Road Repair Tracking System CS 3610: Software Engineering Summer 2013 Software Requirements Specification Document Project Title: Road Repair Tracking System Team 7 Ryan Wooten Chris Wyland Due Date Tuesday 06/04/2013 Table of Contents

More information

SCATS SALES AND CUSTOMER TRACKING SYSTEM SOFTWARE REQUIREMENTS SPECIFICATION VERSION: FINAL 1.0

SCATS SALES AND CUSTOMER TRACKING SYSTEM SOFTWARE REQUIREMENTS SPECIFICATION VERSION: FINAL 1.0 SCATS SALES AND CUSTOMER TRACKING SYSTEM SOFTWARE REQUIREMENTS SPECIFICATION VERSION: FINAL 1.0 OCTOBER 28, 2001 REVISION CHART Version Primary Author(s) Description of Version Date Completed Draft Johnny

More information

Cloud Services MDM. ios User Guide

Cloud Services MDM. ios User Guide Cloud Services MDM ios User Guide 10/24/2014 CONTENTS Overview... 3 Supported Devices... 3 System Capabilities... 3 Enrollment and Activation... 4 Download the Agent... 4 Enroll Your Device Using the Agent...

More information

TMD Friction IT Helpdesk

TMD Friction IT Helpdesk TMD Friction IT Helpdesk USER MANUAL TMD Friction UK, MIS Department Published: Monday, 09 January 2012 2:30 PM Contents Our global helpdesk Creating your new account My home screen My Profile I need help

More information

CUSTOMER PORTAL USER GUIDE FEBRUARY 2007

CUSTOMER PORTAL USER GUIDE FEBRUARY 2007 CUSTOMER PORTAL USER GUIDE FEBRUARY 2007 CONTENTS INTRODUCTION 1. Access to the system 2. Case Management 2.1 Create a case 2.2 Review & Access existing cases 2.3 Update a Case 2.4 Resolve and Close a

More information

release 240 Exact Synergy Enterprise CRM Implementation Manual

release 240 Exact Synergy Enterprise CRM Implementation Manual release 240 Exact Synergy Enterprise CRM Implementation Manual EXACT SYNERGY ENTERPRISE CRM IMPLEMENTATION MANUAL The information provided in this manual is intended for internal use by or within the organization

More information

Online Helpdesk System

Online Helpdesk System Online Helpdesk System How to register: Please visit http://www.support.lonicera.com.au/cgi-bin/pdesk.cgi or access our Quick Links at http://www.lonicera.com.au, and click on the Register link, as shown

More information

itop: the open-source ITSM solution

itop: the open-source ITSM solution itop: the open-source ITSM solution itop is a multi-client web portal designed for service providers and businesses. Simple and easy to use, it allows all configuration items and their relationships to

More information

How To Backup An Exchange Server With 25Gb And More On A Microsoft Smartfiler With A Backup From A Backup To A Backup Point Set On A Flash Drive On A Pc Or Macbook Or Ipad On A Cheap Computer (For A

How To Backup An Exchange Server With 25Gb And More On A Microsoft Smartfiler With A Backup From A Backup To A Backup Point Set On A Flash Drive On A Pc Or Macbook Or Ipad On A Cheap Computer (For A Using SmartFiler for Microsoft Exchange Server Backup Introduction The SmartFiler Backup Appliance Exchange Server backup solution is integrated with the Symantec Backup Exec System Recovery 2010. Using

More information

Lenovo Partner Access - Overview

Lenovo Partner Access - Overview Table of Contents: Lenovo Partner Access Overview How to Access the Lenovo Partner Access Portal Registration Process and Account Activation First time login Accepting the T s & C s and Selecting Challenge

More information

Software Requirements Specification

Software Requirements Specification CSL740 Software Engineering Course, IIT Delhi Software Requirements Specification Submitted By Abhishek Srivastava (2011EEY7511) Anil Kumar (2009CS10180) Jagjeet Singh Dhaliwal (2008CS50212) Ierum Shanaya

More information

formerly Help Desk Authority 9.1.3 HDAccess User Manual

formerly Help Desk Authority 9.1.3 HDAccess User Manual formerly Help Desk Authority 9.1.3 HDAccess User Manual 2 Contacting Quest Software Email: Mail: Web site: info@quest.com Quest Software, Inc. World Headquarters 5 Polaris Way Aliso Viejo, CA 92656 USA

More information

Client Helpdesk Version 1.0.0. Customer Support Portal Login procedures 1. CAD Services Ltd

Client Helpdesk Version 1.0.0. Customer Support Portal Login procedures 1. CAD Services Ltd CAD Services Limited Client Helpdesk Version 1.0.0 1 Introduction The purpose of the helpdesk is to provide a central location for our Customers to interact with CAD Services Staff to resolve any problems,

More information

Service Desk. (Ver.Oct.2012)

Service Desk. (Ver.Oct.2012) Service Desk Application (Ver.Oct.2012) Overview-1 The new Service desk (Ver.Oct.2012) is a functional upgrade over the Ticket based Helpdesk currently in-use (Ver.Jan 2012) The application has two components:

More information

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide Dell KACE K1000 System Management Appliance Version 5.4 Service Desk Administrator Guide October 2012 2004-2012 Dell Inc. All rights reserved. Reproduction of these materials in any manner whatsoever without

More information

Law College Computer and Technology Information

Law College Computer and Technology Information Law College Computer and Technology Information Account Creation All law students, faculty and staff must have a University of Toledo authentication domain (UTAD) computer account. This account will allow

More information

Cash Management. Getting Started Guide

Cash Management. Getting Started Guide Cash Management Getting Started Guide Table of Contents Accessing Cash Management Online... 3 Multifactor Authentication... 3 Navigation... 5 Administration... 5 Manage Users... 6 User Activity Reports...

More information

UMHLABUYALINGANA MUNICIPALITY IT PERFORMANCE AND CAPACITY MANAGEMENT POLICY

UMHLABUYALINGANA MUNICIPALITY IT PERFORMANCE AND CAPACITY MANAGEMENT POLICY UMHLABUYALINGANA MUNICIPALITY IT PERFORMANCE AND CAPACITY MANAGEMENT POLICY Originator: IT Performance and Capacity Management Policy Approval and Version Control Approval Process: Position or Meeting

More information

TARGETPROCESS HELP DESK PORTAL

TARGETPROCESS HELP DESK PORTAL TARGETPROCESS HELP DESK PORTAL v.2.17 User Guide This document describes TargetProcess Help Desk Portal functionality and provides information about TargetProcess Help Desk Portal usage. 1 HELP DESK PORTAL...2

More information

GFI Cloud User Guide A guide to administer GFI Cloud and its services

GFI Cloud User Guide A guide to administer GFI Cloud and its services GFI Cloud User Guide A guide to administer GFI Cloud and its services Contents 1 Introduction to GFI Cloud 5 1.1 The aim of this guide 6 1.2 What is GFI Cloud? 6 1.3 GFI Cloud features 6 1.4 How it works

More information

Welcome to the helpdesk of Logitude World, the first online Freight Forwarding solution specifically developed for the cloud.

Welcome to the helpdesk of Logitude World, the first online Freight Forwarding solution specifically developed for the cloud. How to Use Logitude World s Helpdesk for Support Issues Welcome to the helpdesk of Logitude World, the first online Freight Forwarding solution specifically developed for the cloud. Although our solution

More information

Software Requirements Specification

Software Requirements Specification METU DEPARTMENT OF COMPUTER ENGINEERING Software Requirements Specification SNMP Agent & Network Simulator Mustafa İlhan Osman Tahsin Berktaş Mehmet Elgin Akpınar 05.12.2010 Table of Contents 1. Introduction...

More information

Architecture Design Online Book Store Phase-II. Vamsi Krishna Mummaneni

Architecture Design Online Book Store Phase-II. Vamsi Krishna Mummaneni Architecture Design Online Book Store Phase-II Submitted in partial fulfillment of the requirements of the degree of Master of Software Engineering Vamsi Krishna Mummaneni CIS 895 MSE Project Kansas State

More information

Using CRM. Quick Reference. August 4, 2009. CRM Use for Agents Page 1 of 31

Using CRM. Quick Reference. August 4, 2009. CRM Use for Agents Page 1 of 31 Quick Reference August 4, 2009 CRM Use for Agents Page 1 of 31 Table of Contents GETTING STARTED IN CRM...3 WHAT IS CRM?... 4 ACCESSING CRM... 5 CUSTOMIZE YOUR CASE VIEW... 6 SHOW MY CASES ON HOME PAGE...

More information

POINT OF SALES SYSTEM (POSS) USER MANUAL

POINT OF SALES SYSTEM (POSS) USER MANUAL Page 1 of 24 POINT OF SALES SYSTEM (POSS) USER MANUAL System Name : POSI-RAD System Release Version No. : V4.0 Total pages including this covering : 23 Page 2 of 24 Table of Contents 1 INTRODUCTION...

More information

OnGuard Online User Guide

OnGuard Online User Guide OnGuard Online User Guide T81165/Rev ER-7991-40 Jan 2005 Contents 1 Introduction Related documents 1 1 Navigation of the software 1 2 How to use this guide 1 4 2 Managing Access Holidays and Timezones

More information

DeskPRO Helpdesk Software: Agent Interface Quick Start Guide

DeskPRO Helpdesk Software: Agent Interface Quick Start Guide support@deskpro.com DeskPRO Helpdesk Software: Agent Interface Quick Start Guide The DeskPRO helpdesk platform is designed to make it easy to handle problems and questions from your users. Your helpdesk

More information

Support Request Ticketing System User Guide

Support Request Ticketing System User Guide Support Request Ticketing System User Guide Prepared by: Last Updated Document Ref: Document Version: Rapid4Cloud March 2016 Support Request Ticketing System User Guide 1.1 Copyright 2016, Rapid4Cloud

More information

Software Requirements Specification. Task Management System. for. Prepared by. Version 1.0. Group Name: Pink and Purple. Date:

Software Requirements Specification. Task Management System. for. Prepared by. Version 1.0. Group Name: Pink and Purple. Date: Software Requirements Specification for Task Management System Version 1.0 Prepared by Group Name: Pink and Purple Kathrynn Gonzalez 11387240 kathrynn.gonzalez@gmail.com Tina Roper 11380457 troper17@comcast.net

More information

Migrating helpdesk to a new server

Migrating helpdesk to a new server Migrating helpdesk to a new server Table of Contents 1. Helpdesk Migration... 2 Configure Virtual Web on IIS 6 Windows 2003 Server:... 2 Role Services required on IIS 7 Windows 2008 / 2012 Server:... 2

More information

INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0

INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0 INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES Process Owner: Service Desk Manager Version: v2.0 November 2014 Page 0 Document Revision History Revision Description Date Approved by Number V1.0 Initial

More information

THE IMPLEMENTATION OF A HELP DESK PROGRAM TO ENSURE AN EFFECTIVE AND EFFICIENT INFORMATION DELIVERY SERVICE

THE IMPLEMENTATION OF A HELP DESK PROGRAM TO ENSURE AN EFFECTIVE AND EFFICIENT INFORMATION DELIVERY SERVICE THE IMPLEMENTATION OF A HELP DESK PROGRAM TO ENSURE AN EFFECTIVE AND EFFICIENT INFORMATION DELIVERY SERVICE ABSTRACT At Technikon Pretoria we developed a program to assist us in Creating an interface for

More information

EVOLVE Customer Relationship Management

EVOLVE Customer Relationship Management EVOLVE Customer Relationship Management With EVOLVE CRM, optimize your sales resources, reduce administrative costs and achieve constistent customer-oriented busieness process Organization and deliver

More information

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4

Introduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Remedy Incident Management Version 3.0 Modified: 08/20/2015 TABLE OF CONTENTS Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Incident Stages Overview...

More information

Evaluator s Guide. PC-Duo Enterprise HelpDesk v5.0. Copyright 2006 Vector Networks Ltd and MetaQuest Software Inc. All rights reserved.

Evaluator s Guide. PC-Duo Enterprise HelpDesk v5.0. Copyright 2006 Vector Networks Ltd and MetaQuest Software Inc. All rights reserved. Evaluator s Guide PC-Duo Enterprise HelpDesk v5.0 Copyright 2006 Vector Networks Ltd and MetaQuest Software Inc. All rights reserved. All third-party trademarks are the property of their respective owners.

More information

Support Procedures Last Updated: May 7, 2008

Support Procedures Last Updated: May 7, 2008 Support Procedures Last Updated: May 7, 2008 Table of Contents Support Scope... 1 Support Levels... 2 Web Support vs. Phone Support... 4 Entering a Ticket... 4 How to get support... 5 Requests & Minor

More information

QAD Enterprise Applications. Training Guide Demand Management 6.1 Technical Training

QAD Enterprise Applications. Training Guide Demand Management 6.1 Technical Training QAD Enterprise Applications Training Guide Demand Management 6.1 Technical Training 70-3248-6.1 QAD Enterprise Applications February 2012 This document contains proprietary information that is protected

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July

More information

REQUEST FOR PROPOSAL SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE. Tender No. ECIL / CSD / 10-3053 dated 27.05.2011

REQUEST FOR PROPOSAL SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE. Tender No. ECIL / CSD / 10-3053 dated 27.05.2011 REQUEST FOR PROPOSAL FOR SUPPLY, INSTALLATION AND CUSTOMIZATION OF HELPDESK SOFTWARE Tender No. ECIL / CSD / 10-3053 dated 27.05.2011 ELECTRONICS CORPORATION OF INDIA LTD ( A Government of India Enterprise

More information

Trouble Ticket Request System (RT)

Trouble Ticket Request System (RT) Trouble Ticket Request System (RT) Training Guide for Requestors Prepared by Scott Wang Edited by Ian Hayashi Who are the requestors? A requestor is a designated person in the department whose responsibility

More information

Getting Started with the DCHR Service Desk. District Service Management Program

Getting Started with the DCHR Service Desk. District Service Management Program Getting Started with the DCHR Service Desk District Service Management Program October 30, 2008 Contacting the District Service Management Group You can access the District Service Management group s website

More information

e-awedan User Manual for Back Office Users (State Boards and Central Board)

e-awedan User Manual for Back Office Users (State Boards and Central Board) e-awedan (electronic Application for Women Empowerment and Development Action by NGOs) User Manual for Back Office Users (State Boards and Central Board) Central Social Welfare Board (CSWB) 1 Table of

More information

Georgia Tech Active Directory Policy

Georgia Tech Active Directory Policy Georgia Tech Active Directory Policy Policy No: None Rev 1.1 Last Revised: April 18, 2005 Effective Date: 02/27/2004 Last Review Date: April 2005 Next Review Date: April 2006 Status Draft Under Review

More information

How To Submit A Ticket On The Marian Helpdesk User Portal

How To Submit A Ticket On The Marian Helpdesk User Portal Helpdesk User Portal The Marian University Helpdesk user portal is designed to give anyone with access to the Marian University network a quick, easy and efficient means to report an assortment of technology

More information

<Company Name> ugather Event Management System Software Requirements Specification. Version 1.0

<Company Name> ugather Event Management System Software Requirements Specification. Version 1.0 ugather Event Management System Version 1.0 Revision History Date Version Description Author 18/Feb/09 1.0 Initial creation of SRS document Confidential Page 2 Table of Contents 1. Introduction

More information

HP Asset Hub. Fundamentals Training - Event Syndication Migration - August 2015

HP Asset Hub. Fundamentals Training - Event Syndication Migration - August 2015 HP Asset Hub Fundamentals Training - Event Syndication Migration - August 2015 Topics for today HP Asset Hub & ESP - What is Asset Hub? - User benefits from the migration Registration User roles & permissions

More information

Access your Insurance Agent s web site using the URL the agency has provided you. Click on the Service 24/7 Link.

Access your Insurance Agent s web site using the URL the agency has provided you. Click on the Service 24/7 Link. 1 Access your Insurance Agent s web site using the URL the agency has provided you. Click on the Service 24/7 Link. You will need to enter your Email Address and Password assigned to you by your Agent.

More information

Once you have obtained a username and password you must open one of the compatible web browsers and go to the following address to begin:

Once you have obtained a username and password you must open one of the compatible web browsers and go to the following address to begin: CONTENT MANAGER GUIDELINES Content Manager is a web-based application created by Scala that allows users to have the media they upload be sent out to individual players in many locations. It includes many

More information

The Foundation for a Successful Email Management System

The Foundation for a Successful Email Management System The Foundation for a Successful Email Management System The Foundation for a Successful Email Management System Overview Many companies are moving towards providing customer service via email. In some

More information

Quick, Easy and Inexpensive Monitoring a new MXN Service

Quick, Easy and Inexpensive Monitoring a new MXN Service Quick, Easy and Inexpensive Monitoring a new MXN Service If you run a large network and IT organization you know that it s difficult to stay on top of everything that goes on. So many moving parts! So

More information

Using STAGES. Logging into STAGES. Verifying your User Profile

Using STAGES. Logging into STAGES. Verifying your User Profile Using STAGES Logging into STAGES 1. You will receive an email letting you know that your evaluation has been started. 2. Click on the link provided in the email to access the STAGES Website. 3. Enter your

More information

.ME. Web Admin Tool User Manual. for Registrars. Copyright 2011 Afilias Limited

.ME. Web Admin Tool User Manual. for Registrars. Copyright 2011 Afilias Limited .ME Web Admin Tool User Manual for Registrars Copyright 2011 Afilias Limited Contents 1. Introduction... 1 1.1 Welcome Message... 1 1.2 Requirements... 1 1.3 Login... 1 2. Navigation... 3 2.1 Contact Us

More information

The DirectOne E-Commerce System

The DirectOne E-Commerce System The DirectOne E-Commerce System SecurePay Pty. Ltd. Level 4, 20 Queen St Melbourne 3000 Australia November 05 Contents INTRODUCTION 3 WELCOME TO THE DIRECTONE E-COMMERCE SYSTEM 3 AN OVERVIEW OF E-COMMERCE

More information

System Request Version 2. 1507 Goodwin Road Ruston, LA 71270 318-255-8330 afitnetwe@aol.com

System Request Version 2. 1507 Goodwin Road Ruston, LA 71270 318-255-8330 afitnetwe@aol.com System Request Version 2 Project Name: Project Sponsor: Name: Title: Organization: Contact Information: Project GetFIT Kim Allen Owner ADD-Life 1507 Goodwin Road Ruston, LA 71270 318-255-8330 afitnetwe@aol.com

More information

Familiarizing you with how to operate in a web-based, case tracking environment.

Familiarizing you with how to operate in a web-based, case tracking environment. Introduction to Module 1: Overview Welcome to training for the One Stop Service Tracking system! For short, the system may be referred to as OSST throughout the course (One Stop Service Tracking). This

More information

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT

Appendix 1c. DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT Appendix 1c DIRECTORATE OF AUDIT, RISK AND ASSURANCE Internal Audit Service to the GLA REVIEW OF INCIDENT AND PROBLEM MANAGEMENT DISTRIBUTION LIST Audit Team David Esling, Head of Audit Assurance, Risk

More information