ITSC ServiceDesk User Guide. For. End-User Inquiry Submission

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1 ITSC ServiceDesk User Guide For End-User Inquiry Submission April 2014 The contents of this document remain the property of and may not be reproduced in whole or in part without the express permission of The Chinese University of Hong Kong

2 Table of Contents I. Brower Language Preference from Chinese to English... 3 A. Internet Explorer B. Firefox... 5 II. Login and Console... 6 A. Login Staff and Student Guest or Without Valid ID and Password... 7 III. Configure account preference... 8 IV. Create a New Request A. Browse Service Category V. Query Existing Request VI. Upload and View Attachments VII. Communicate with Support Staff VIII. Submit Survey Page 2

3 I. Brower Language Preference from Chinese to English A. Internet Explorer Open Internet Explorer, choose Tool from menu bar, 2. Internet Option and Language Preference from the Internet Option window. 3. In Language window, select English, then move up to the top. Save and log out. Page 3

4 4. Logoff and Logon again; the language has been changed to English. Page 4

5 B. Firefox 1. Open Firefox, choose Tool from menu bar, 2. And Option. Choose Content from the Option window, and click choose in language. 3. Select English, and move up to the top. Save and logout. 4. Logoff and Logon again; the language has been changed to English. Page 5

6 II. Login and Console A. Login Open ITSC ServiceDesk Homepage from the link below Staff and Student 1. Please enter the Staff/Student ID and CWEM Password to login to the ITSC ServiceDesk. 2. The Service Catalog appears. Page 6

7 2. Guest or Without Valid ID and Password 1. Please enter the Staff/Student ID and CWEM Password to login to the ITSC ServiceDesk. 2. The Service Catalog appears. Page 7

8 III. Configure account preference For the first logon, plesae follow the below steps to configure the account preference. 1. Click Settings icon on the menu bar, then select Preferences. 2. The User Preferences window appears. Page 8

9 3. Change the Initial Console View to set the default view when login to the ITIL ServiceDesk. - Service Categories If you choose Service Categories, the following service catalog view will be disappeared when logon to the system. This view lists the available requests to users by categories. You can browse the requests by selecting different categories. Page 9

10 - Popular Services Preference If you choose Popular Services, the following popular services view will be disappeared when logon to the system. This view shows the ITIL ServiceDesk banners. It will list out the popular articles and requests in ITIL ServiceDesk. - Display Preference Page 10

11 1. You can also change the display preference for My Request section. 2. You can change the default types of requests appear in My Requests list. Following options are available: - All - Open and Draft Requests - Requests Needing Attention - Recently Closed Requests - Requests Closed Since Last Login - Closed Requests For Recently Closed Requests option, you can specify the number of days the requests closed in this period. IV. Create a New Request To create a new request, you can type the request name into the search field of Service Request Management Console. Page 11

12 1. Click the search button. 2. The ITSC ServiceDesk will return all related Requests and Articles in the system. A. Browse Service Category You can also browse the Service Category to find out the request. Page 12

13 1. Click the Browse button. 2. Select the Category, the system will show all request unders this Category. 3. You can select the Sub-Categories to show all sub-categories under this main Category. Page 13

14 4. Select the appropriate sub-category, the system will show all requests available under this sub-category. 5. To make a request for a particular service, click Request Now button to open the Request Form. Page 14

15 6. The Request form for this service request will be displayed. 7. If you would like to change your contact methods for this request, say you have another and phone number for this request for notification, click the Edit button. Page 15

16 8. After updating your contact information, click Save button. Page 16

17 9. Fill in the Request Subject and Request Details for this request. Click Submit button to submit the request form. 10. After submission, you can see you request was created and under My Requests section. Page 17

18 V. Query Existing Request 1. In My Requests section, click the request name or Details to show the request details. 2. You can see the existing status of the request from the status bar. 3. You can also view the communication logs for this request under the Activity Log section. Page 18

19 VI. Upload and View Attachments 1. To add some attachments for a particular service request, open the request details. 2. In the Activity Log section, click the Upload File button. Page 19

20 3. In Add Attachment window, select your file through the Browse button. 4. Once the file is selected, click OK button. 5. You can type some description for the file attachment. Then click add button to upload and attach the file. Page 20

21 6. You should see the file is uploaded the system. The system will record the timestamp when you upload the file. 7. To view the file attachment, click the file link. 8. The system will download the file attachment. You can either save it to your desktop or open the file directly. Page 21

22 VII. Communicate with Support Staff 1. In My Requests section, click the request name or Details to show the request details. 2. You can communicate with support staff by logging a message in the system. 3. Put your message into the activity text box of Activity Log. Then click add button to log the message. Page 22

23 4. You will see your message appears on the top of the Activity Log section. VIII. Submit Survey 1. After completion of service request, a survey will be sent to you for requesting your feedback for the whole service request handling process. 2. You can open the survey form by selecting Help Menu icon, and then click Complete Survey button. Page 23

24 3. You can either click Survey Submission under Links section. 4. In Survey console, you can select the closed request from Survey For list. Page 24

25 5. You can provide the rating and comment for the questions. 6. After completion of the survey, click Submit and Close this request button if you think the request is resolved. At this time, the survey will be submitted and the request will be changed to closed. Page 25

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