PS-Help Desk Customer Manual

Transcription

1 P R O G E S S S O F T C O R P O R A T I O N E N V I S I O N P U R S U E A C T U A L I Z E ProgressSoft Corp. PS-Help Desk Customer Manual Version: 2.1 Date: December 1, 2010

2 T a b l e o f C o n t e n t s 1 Introduction How to Login to the System How to Create a New Issue (Ticket) How to Find Your Created Issues Issues Statuses Communicating with ProgressSoft Employees How to Change Password T a b l e o f F i g u r e s Figure 1 - Login Page... 3 Figure 2 - Dash Board with Highlighted Portlet Headers... 4 Figure 3 - Create New Issue... 5 Figure 4 - Choose Project... 5 Figure 5 Incident Create Screen... 6 Figure 6 - Filling Required Data... 7 Figure 7 Issue (ticket) Screen... 8 Figure 8 - Finding Issues... 9 Figure 9 - Find Issues Page: Search Engine... 9 Figure 10 - Issue Status "New" Figure 11 - Issue Status "Assigned" Figure 12 - Issue Status "Waiting Customer Feedback" Figure 13 - Issue Status "Pending" Figure 14 - Issue Status "Resolved" Figure 15 - Issue Status "Closed", also showing "Re-Open" link Figure 16 - Issue Status "Un-Resolved" Figure 17 - Communication Options with PS-HelpDesk Figure 18 - Link to User Account Options Figure 19 - Password Configuration Screen... 15

3 1 Introduction This manual contains information detailing usage of the PS-Helpdesk System by ProgressSoft Customers. 2 How to Login to the System In order to login to the system you should follow the link ( (Figure 1). After logging in the system dash board screen will appear. You can create issues (Tickets) or follow up on issues previously created; these issues will be viewed in the portlets below (Figure 2) Reported by Me : The Created issues by the currently logged in user. All My Company s Issue : All Created issues by the currently logged in user plus issues created by other users within same company. Note: Please note that each portlet shows only the most recent 10 tickets, to view all tickets click on Matching Issues link founded at portlet footer. (Figure 2). Figure 1 - Login Page Confidential Page 3 of 15 Last Saved on 01/12/ :08:00 AM

4 Figure 2 - Dash Board with Highlighted Portlet Headers 3 How to Create a New Issue (Ticket) Click on Issues from the dashboard menu (Figure 3) and select correct issue type. Note that Feature Requests Tickets are not used for Reporting Software Problems (Incidents) or for Requesting Services (Requests). Feature Requests are product wish lists and are not used for obtaining Support. There are two types of Issues that can be created: 1. Incident: To report problems with ProgressSoft products. 2. Request: To request services not covered in your service contracts. 3. Feature Request : To request new feature on ProgressSoft products. Confidential Page 4 of 15 Last Saved on 01/12/ :08:00 AM

5 Figure 3 - Create New Issue You will be transferred to the create issue screen where you have to specify the project name that you want to create the ticket in from the project drop down list. (Figure 4). This project corresponds to the ProgressSoft Product you wish to create a ticket about. Figure 4 - Choose Project Some products requesting more details when reporting incident (Figure 5) to assess its impact, severity and urgency. Confidential Page 5 of 15 Last Saved on 01/12/ :08:00 AM

6 Figure 5 Incident Create Screen The next steps apply for both Incident and Request issue types (Figure 6). You should fill the text boxes below and click on Create Button Summary: Brief Description of Issue Subject. Description: Detailed description of Issue. Attachment: To attach Screen Shots and/or log files if required. Priority: Choose the priority accordingly as specified below: o o o Urgent: Issue is a catastrophic production problem which may severely impact the Licensee production systems, or in which Licensee production systems are down and not functioning and no procedural work around exists. High: Issue is a problem where the Licensee system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the Licensee business operations and productivity. The system is exposed to potential loss or interruption of service Normal: Issue is a medium-to-low impact problem which involves partial noncritical functionality loss. One which impairs some operations but allows the Licensee to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the Licensee operation and issues in which there is an easy circumvention or avoidance by the Licensee. This includes documentation errors. Other Data: Some ticket types will request you to enter additional information that will be used by ProgressSoft to assess the impact, severity and urgency of your case. Confidential Page 6 of 15 Last Saved on 01/12/ :08:00 AM

7 Figure 6 - Filling Required Data After filling the text boxes a new screen will appear showing the following (Figure 7): Key: Unique key that identifies your issue provided by Help Desk System Type: Either Incident or Request Status: Shows the progress of work done on issue. Refer to chapter 5 of this document for further details. Priority: Normal, High or Urgent. Assignee: Our staff user who is handling your issue. Reporter: The user who created the ticket. Confidential Page 7 of 15 Last Saved on 01/12/ :08:00 AM

8 Figure 7 Issue (ticket) Screen 4 How to Find Your Created Issues In order to find a specific ticket there are 3 possible approaches: (Figure 8): 1. Quick Search: use to find ticket by using unique key. 2. Using embedded portlet from home tab. Refer to chapter 2 of this document. 3. Find Issues: Clicking on this link will transfer you to a search page that allows detailed and filtered search. (Figure 9). The left pane is used for inputting search criteria. Once this is done you can either press view to show search results in the right hand side of the screen, or press view & hide to hide the search pane and show the results in full screen mode. Note: When entering the search page, the system will automatically display the last search done by the current user, to ignore this and perform a new search; you must click the New link in the Filter panel on the search pane. Confidential Page 8 of 15 Last Saved on 01/12/ :08:00 AM

9 Figure 8 - Finding Issues Figure 9 - Find Issues Page: Search Engine Confidential Page 9 of 15 Last Saved on 01/12/ :08:00 AM

10 5 Issues Statuses All issues pass through a certain workflow as mentioned below: New: Newly created Issue (ticket). (Figure 10) Assigned: The ticket is assigned to a PS-Engineer. (Figure 11) Waiting Customer Feedback: PS- Engineer suggest a solution and awaits customer feedback or requesting more data about the created Issue (Figure 12) Pending: Resolution of this ticket is pending action from ProgressSoft such as code development, quality control testing, etc. (Figure 13) Resolved: The created issue is set to resolved once the solution is provided to the customer via the HelpDesk system or other means such as site visits. (Figure 14) Closed: The ticket has been resolved and closed. If the customer is not satisfied with the resolution or if the problem re-occurs then the customer can Re-Open the ticket by clicking the Re-Open link as shown in (Figure 15). Un-Resolved: This status will be effective once the issue is Re-Opened by the customer after it has been closed by ProgressSoft (Figure 16), where the Created issue will cycle through the same statuses defined above. Figure 10 - Issue Status "New" Confidential Page 10 of 15 Last Saved on 01/12/ :08:00 AM

11 Figure 11 - Issue Status "Assigned" Figure 12 - Issue Status "Waiting Customer Feedback" Confidential Page 11 of 15 Last Saved on 01/12/ :08:00 AM

12 Figure 13 - Issue Status "Pending" Figure 14 - Issue Status "Resolved" Confidential Page 12 of 15 Last Saved on 01/12/ :08:00 AM

13 Figure 15 - Issue Status "Closed", also showing "Re-Open" link Figure 16 - Issue Status "Un-Resolved" Confidential Page 13 of 15 Last Saved on 01/12/ :08:00 AM

14 6 Communicating with ProgressSoft Employees You can communicate with PS-Engineers by: (Figure 17) Attach File: if you have data that needs to be attached Attach Screen Shot: Any screen shot to be attached Comment: To comment or ask about Ticket status Figure 17 - Communication Options with PS-HelpDesk Confidential Page 14 of 15 Last Saved on 01/12/ :08:00 AM

15 7 How to Change Password Click on your account user name (Figure 18) Figure 18 - Link to User Account Options Click on the Change Password link and fill the desired password of your choosing (Figure 19) Figure 19 - Password Configuration Screen Confidential Page 15 of 15 Last Saved on 01/12/ :08:00 AM