Step 2. You will see an interface as shown in the diagram below. Please insert your Help Desk username and password.

Transcription

1 1.0 HOW TO CREATE TICKET ON HELP DESK SYSTEM We have come up with an efficient support medium for you which is the help desk system. This medium allows you to send in the issue that you are facing while using our system and we call each issue that you sent in as ticket so here are the steps on how to create one: Step 1. Go to JOOBOX Select [Help Desk] Module. Step 2. You will see an interface as shown in the diagram below. Please insert your Help Desk username and password. Note: If you are unable to log in to the Help Desk system, please contact our support team and we will provide you the username and password.

2 Step 3. After you have logged in to the system, you will see another interface as shown in the diagram below. This is a search form to find the ticket that you have created but first, let's look at the steps on how to create ticket. Click on [+ New Ticket] button to do so. After that, you will be seeing another interface, which is the ticket form as shown in the diagram below.

3 Step 4. Let's start with the date. The date option allows you to select the date of when you issue the ticket as shown in the diagram below in the format of mm/dd/yyyy. For example: 10/20/2015. Note: (i) 'mm' stands for month, 'dd' stands for day and 'yyyy' stands for year. (ii) Today's date is highlighted in blue. Step 5. Next, select the priority of the issue which is based on the urgency level. For example, if the issue is too urgent then you may choose High as the priority.

4 Step 6. Select the type of the issue that you are sending in which could be a repeated bug, system guidance or others. Step 7. This input field is optional to be filled in as error code only appears in certain conditions such as the error code that indicates duplicated record. For example, error code of G0103. Step 8. Next, write in the title of the issue such as How to key in Opening Balance? with the current issue that you are having. Step 9. You may write down your name so that Sim IT would know who was the person in charge for the issue.

5 Step 10. You may also insert your address. Step 11. As for the description box, type in the issue that you are facing with more detailed explanations as shown in the diagram below. Step 12. Copy and paste the link of the document that is having the issue. For example, the link of the Payment Voucher that could not be confirmed. Step 13. Insert the document no. of the affected document as shown in the diagram below.

6 Step 14. You may insert the troubleshooted step(s) that you have done prior to sending in the ticket as shown in the diagram below. This input field is optional to be filled in. Step 15. Click on [Choose File] to insert any attachments that are related to the issue you are sending. Step 16. Select the file that you wish to upload as attachment.

7 Step 17. Click [Submit] button to send the ticket to our support team to be expedited. Step 18. After you have submitted the ticket, you will see an interface as such. If you would like to search for the ticket to see the progress, you can click on [Search]. Step 19. A Search interface will appear as shown in the diagram below. Select the requirements based on the ticket that you are searching for. You may start with Date From by selecting the start of the period when the ticket was issued and followed by Date To.

8 Step 20. After that, you may insert the title of the ticket that you sent or the keywords of the title. Step 21. You may also select the priority of the sent ticket. By choosing this option, it would help in narrowing down the search results. Step 22. You also may select the status of the tickets that you have sent. Step 23. Click on [Search].

9 A list of sent tickets will appear in the interface after you clicked [Search] as shown in the diagram below. Step 24. You are encouraged to rate our service by giving stars and describing the service that we provided as shown in the diagram below. After that, you can click [Close Ticket].

10 Step 25. If you would like to add comments on the tickets that you have sent, you may click on [Add Follow Up]. Step 26. You may insert your comment inside the description box and then click [Submit]. Our Support team will help you out with your issues and we advise you to check the status of your ticket regularly.