ITPMO Project Management Template version 2 USER MANUAL [I-SERVICE DESK SYSTEM] [INFORMATION TECHNOLOGY DIVISION]
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1 USER MANUAL [I-SERVICE DESK SYSTEM] [INFORMATION TECHNOLOGY DIVISION] 1
![SYSTEM]](/docs-images/44/11978013/images/page_1.jpg "[INFORMATION")
2 Table of Contents USER MANUAL... 1 [I-SERVICE DESK SYSTEM]... 1 Create Ticket Staff Request Service... 3 Create Ticket Staff Report Problem... 9 Create Ticket Staff Suggestion Create Ticket Staff Inquiry Create Ticket Staff Idea Create Ticket Staff Complaint Create Ticket Student Request Service Create Ticket Student Report Problem Create Ticket Student Complaint Create Ticket Student Idea Create Ticket Student Inquiry Create Ticket Student Suggestion Create Ticket Alumni Complaint Create Ticket Alumni Idea Create Ticket Alumni Inquiry Create Ticket Alumni Suggestion View Ticket Lost Ticket FAQ
3 Create Ticket Staff Request Service Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit a request for a service To log request on a service ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a staff of IIUM 3
4 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Staff Number: 4
5 5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 5
6 Your IIUM address: Your Staff Number: Please select category of report: Submit a request for a service 8. Click << Previous button Screen Please introduce yourself will be displayed.. 9. Click Next >> button. Popup message Are you sure? will be displayed. 6
7 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Request Service Screen will be displayed. Enter information of: Service Offered: Service Category: Priority: (Auto Selected) Detail description request of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Submit a request for a service 7
8 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 8
9 Create Ticket Staff Report Problem Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Report a problem on a service To log incident/problem on a service ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a staff of IIUM 9
10 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information:- Your Staff Number: 10
11 5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 11
12 Your IIUM address: Your Staff Number: Please select category of report: Report a problem on a service 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 12
13 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Report Problem Screen will be displayed. Enter information of: Service Offered: Service Category: Priority: (Auto Selected) Detail description report problem of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Report a problem on a service 13
14 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 14
15 Create Ticket Staff Suggestion Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit a suggestion for improvement To log suggestion ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a staff of IIUM 15
16 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Staff Number: 16
17 5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 17
18 Your IIUM address: Your Staff Number: Please select category of report: Submit a suggestion for improvement 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 18
19 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Submit a suggestion for improvement 19
20 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 20
21 Create Ticket Staff Inquiry Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit an inquiry To log inquiry ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a staff of IIUM 21
22 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Staff Number: 22
23 5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 23
24 Your IIUM address: Your Staff Number: Please select category of report: Submit an inquiry 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 24
25 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Hyperlink Submit an inquiry and Frequently Asked Questions (FAQ) will be displayed. 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Submit an inquiry 25
26 13. Click on Submit an inquiry hyperlink Inquiry screen will be displayed. Enter information of: Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any): 14. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 15. Repeat process step number Click on Frequently Asked Questions(FAQ) hyperlink Frequently Asked Question (FAQ) screen will be displayed. 26
27 17. Enter any relevant keyword in textbox Enter Keyword Automatically relevant record will be displayed as list. 27
28 18. Select the record relevant on your searching item. Automatically Question and Answer will be displayed based on your selection. 19. Home screen will be displayed. Click Home button or image Create Ticket Staff Idea Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit an idea To log idea ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 28
29 2. Go to Create Ticket I am a staff of IIUM 3. Click << Previous button. Back to Home screen. 29
30 4. Click Next >> button. Enter Information: Your Staff Number: 5. Click Search >> button. 30
31 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Submit an idea 8. Click << Previous button. Screen Please introduce yourself will be displayed. 31
32 9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Idea Screen will be displayed. Enter information of:- Title of my creative idea: The idea are as follows: The attachment(if any): 32
33 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Submit an idea 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 33
34 14. Home screen will be displayed. Click Home button or image Create Ticket Staff Complaint Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Lodge a complaint To log complaint ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a staff of IIUM 34
35 3. Click << Previous button. Back to Home screen. 35
36 4. Click Next >> button. Enter Information: Your Staff Number: 5. Click Search >> button. 36
37 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Lodge a complaint 37
38 8. Click << Previous button Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 38
39 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Complaint Screen will be displayed. Enter information of: My concern is on: Service: Priority: (Auto Select) The details are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Staff Number: Please select category of report: Lodge a complaint 39
40 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 40
41 Create Ticket Student Request Service Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit a request for a service To log request on a service ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a student of IIUM 41
42 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 42
43 5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Submit a request for a service 43
44 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 44
45 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Request Service Screen will be displayed. Enter information of:- Service Offered: Service Category: Priority: (Auto Selected) Detail description request of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Submit a request for a service 45
46 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 46
47 Create Ticket Student Report Problem Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Report a problem on a service To log incident/problem on a service ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a student of IIUM 47
48 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 48
49 5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Report a problem on a service 49
50 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 50
51 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Report Problem Screen will be displayed. Enter information of:- Service Offered: Service Category: Priority: (Auto Selected) Detail description report problem of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Report a problem on a service 51
52 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 52
53 Create Ticket Student Complaint Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Lodge a complaint To log complaint ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a student of IIUM 53
54 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 5. Click Search >> button. 54
55 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Lodge a complaint 55
56 8. Click << Previous button. Screen Please introduce yourself will be displayed. 56
57 9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 57
58 11. Click OK button. Complaint Screen will be displayed. Enter information of: My concern is on: Service: Priority: (Auto Select) The details are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Lodge a complaint 58
59 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 59
60 Create Ticket Student Idea Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit an idea To log idea ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a student of IIUM 60
61 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 61
62 5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: 62
63 Submit an idea 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 63
64 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Idea Screen will be displayed. Enter information of: Title of my creative idea: The idea are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Submit an idea 64
65 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 14. Home screen will be displayed. Click Home button or image 65
66 Create Ticket Student Inquiry Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit an inquiry To log inquiry ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a student of IIUM 66
67 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 67
68 5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: 68
69 Please select category of report: Submit an inquiry 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 69
70 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Hyperlink Submit an inquiry and Frequently Asked Questions (FAQ) will be displayed. 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Submit an inquiry 70
71 13. Click on Submit an inquiry hyperlink Inquiry screen will be displayed. Enter information of: Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any): 14. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 15. Repeat process step number Click on Frequently Asked Questions(FAQ) hyperlink Frequently Asked Question (FAQ) screen will be displayed. 71
72 17. Enter any relevant keyword in textbox Enter Keyword Automatically relevant record will be displayed as list. 18. Select the record relevant on your searching item. Automatically Question and Answer will be displayed based on your selection. 72
73 19. Home screen will be displayed. Click Home button or image Create Ticket Student Suggestion Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit a suggestion for improvement To log suggestion ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a student of IIUM 73
74 3. Click << Previous button. Back to Home screen. 74
75 4. Click Next >> button. Enter Information: Your Matric Number: 5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 75
76 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Submit a suggestion for improvement 8. Click << Previous button. Screen Please introduce yourself will be displayed. 76
77 9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The attachment(if any): 77
78 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM address: Your Matric Number: Your Contact Number: Please select category of report: Submit a suggestion for improvement 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 78
79 14. Home screen will be displayed. Click Home button or image Create Ticket Alumni Complaint Screen : Functional Specification : Description : Create Ticket I am a public/alumni of IIUM Lodge a complaint To log complaint ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 79
80 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to lodge a complaint 80
81 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 81
82 11. Click OK button. Complaint Screen will be displayed. Enter information of: My complaint is on: Service: Priority: (Auto Select) The details complaint are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to lodge a complaint 82
83 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 83
84 14. Click Home button or image Home screen will be displayed. Create Ticket Alumni Idea Screen : Functional Specification : Description : Create Ticket I am a public/alumni of IIUM Submit an idea To log idea ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 84
85 3. Click << Previous button. Back to Home screen. 85
86 4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to submit an idea 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 86
87 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Idea Screen will be displayed. Enter information of:- Title of my creative idea: The idea are as follows: The attachment(if any): 87
88 12. Click Previous button. Screen your detail information needed will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to submit an inquiry 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 88
89 14. Click Home button or image Home screen will be displayed. Create Ticket Alumni Inquiry Screen : Functional Specification : Test Description : Create Ticket I am a public/alumni of IIUM Submit an inquiry To log inquiry ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 89
90 3. Click << Previous button. Back to Home screen. 90
91 4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to submit an inquiry 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 91
92 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Hyperlink Submit an inquiry and Frequently Asked Questions (FAQ) will be displayed. 92
93 12. Click Previous button. Screen your detail information needed will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement 13. Click on Submit an inquiry hyperlink Inquiry screen will be displayed. Enter information of:- Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any): 93
94 14. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 15. Repeat process step number Click on Frequently Asked Questions(FAQ) hyperlink Frequently Asked Question (FAQ) screen will be displayed. 94
95 17. Enter any relevant keyword in textbox Enter Keyword Automatically relevant record will be displayed as list. 18. Click Home button or image Home screen will be displayed. 95
96 Create Ticket Alumni Suggestion Screen : Functional Specification : Description : Create Ticket I am a public/alumni of IIUM Submit a suggestion for improvement To log suggestion ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 96
97 3. Click << Previous button. Back to Home screen. 97
98 4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 98
99 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The details are as follows The attachment(if any): 99
100 12. Click Previous button. Screen your detail information needed will be displayed: Your Name: Your address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement 13. Click Create Ticket button. Alert message Your ticket has been created. An has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your 100
101 14. Click Home button or image Home screen will be displayed. View Ticket Screen : Functional Specification : Description : View Ticket To view via online thru portal. To view ticket. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 101
102 2. Click View Ticket hyperlink Please introduce yourself screen will be displayed. 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information of:- Please enter your address: 8. Click << Previous button. Screen Please introduce yourself will be displayed. 102
103 9. Click Submit >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 11. Click OK button. *Notification sent to your Alert message Please check your for ticket number information. Thank you will be displayed. Please enter ticket number: 12. Click Submit button. Popup message Are you sure? will be displayed. 103
104 13. Click Cancel button. Remain at the same screen. 14. Click OK button. Ticket Detail screen will be displayed. Ticket Number: Date Created: Ticket Status: Ticket Type: Service Category: Service Detail: Person-in-Charge: Dateline: Description: 104
105 15. Click image button. Alert message Please check your for ticket number information. Thank you will be displayed. Please enter ticket number: 16. Home screen will be displayed. Click Home button or image Lost Ticket Screen : Functional Specification : Description : Lost Ticket To get ticket number via online thru portal. To get ticket number. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 105
106 2. Click Lost Ticket hyperlink Please introduce yourself screen will be displayed. 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information of:- Please enter your address: 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Submit >> button. Popup message Are you sure? will be displayed. 106
107 10. Click Cancel button. Remain at the same screen. 11. Click OK button. *Notification sent to your Alert message Please check your for ticket number information. Thank you will be displayed. Please enter ticket number: 12. Click Submit button. Popup message Are you sure? will be displayed. 107
108 13. Click Cancel button. Remain at the same screen. 14. Click OK button. Ticket Detail screen will be displayed. Ticket Number: Date Created: Ticket Status: Ticket Type: Service Category: Service Detail: Person-in-Charge: Dateline: Description: 108
109 15. Click image button. Alert message Please check your for ticket number information. Thank you will be displayed. Please enter ticket number: 16. Home screen will be displayed. Click Home button or image FAQ Screen : Functional Specification : Description : Frequently Asked Question (FAQ) For public to find any answer and question relevant to their searching. To find answer and question based on keyword entered. Step Steps No 1. Login into i-service Desk System. URL : Expected Results 109
110 16. Click on Frequently Asked Questions(FAQ) Icon Frequently Asked Question (FAQ) screen will be displayed. 17. Enter any relevant keyword searching in textbox Enter Keyword Automatically relevant record will be displayed as list. 110
111 18. Select the record relevant on your searching item. Automatically Question and Answer will be displayed based on your selection. 19. Home screen will be displayed. Click Home button or image 111
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