NTT DATA Helpdesk User Manual

Transcription

1 NTT DATA Helpdesk User Manual Table of contents 1 Login Helpdesk Homepage Selection of Tickets Table Preferences Reports, Selection of entries Viewing tickets Problem Ticket Create new ticket Problemticket Overview Problemticket Contacts New Contact Change Password Logout NTT DATA Helpdesk User Manual V / 13

2 1 Login To log in to the NTT DATA Helpdesk Application, go to Log in by entering your username and password. Press Login to log in. If you don t have a helpdesk-login user, please request one at [email protected] (for Germany) [email protected] (for all other countries) NTT DATA Helpdesk User Manual V / 13

3 2 Helpdesk 2.1 Homepage The homepage is your starting point to the NTT DATA Helpdesk-Application: The following features & functions are available: - Create new tickets (2.2.1) - View existing tickets (2.2) - Generate Reports of all or a selection of tickets (2.1.3) - Change your password (2.3) Selection of Tickets Use the drop-down menu on the top left to show all, or only open tickets in the table field. NTT DATA Helpdesk User Manual V / 13

4 2.1.2 Table Preferences To change the preferences of the table field, use the preferences -button on the top right: It is possible to: - Add/or remove colums - Set Refresh Interval (in minutes) for automatic table refreshes - Reset undo all changes and reset to default settings - Save To avoid loosing your changes after logout, press the save -button to permanently keep them. NTT DATA Helpdesk User Manual V / 13

5 2.1.3 Reports, Selection of entries On the menu bottom left, you can select or deselect all entries by pressing the corresponding button. You can generate a report of all selected (!) entries by pressing Create Report. This opens the Report Selection Window - select a report and press Run to display the report: NTT DATA Helpdesk User Manual V / 13

6 2.1.4 Viewing tickets To view an existing ticket, double-click it s entry and the ticket opens in a new browser window. NTT DATA Helpdesk User Manual V / 13

7 2.2 Problem Ticket Create new ticket To submit a new ticket, press Create Ticket on the homepage, the ticket-form will open in submit-mode: Fill in all mandatory fields (short- and detail description, category, type, priority) and press submit to create the new ticket. NTT DATA Helpdesk User Manual V / 13

8 2.2.2 Problemticket Overview On the ticket s overview- tab, you can find general information about the ticket, such as: problem description, type, priority, category, status. Note that theses fields are only editable when creating a new ticket. NTT DATA Helpdesk User Manual V / 13

9 2.2.3 Problemticket Contacts The contact tab contains all communication that took place regarding this ticket. Select an entry to show it s details in the bottom half of the window. To view a contact in a new window, double-click it s entry or press More Details after selecting it. NTT DATA Helpdesk User Manual V / 13

10 View Contact Double-click an entry in the contact-tablefield to open a contact in a new window: The contact details-view contains all information about the contact, including date, type, direction, contact person, etc. NTT DATA Helpdesk User Manual V / 13

11 Attachments Open an attachment by double-clicking it s entry, or press Save to save it to disk New Contact To submit a new contact, press New Contact on the contact-tab of the problem-ticket. The contact form opens in a new window in submit mode: NTT DATA Helpdesk User Manual V / 13

12 Fill in short and detail description and optionally add an attachment: Press Add in the attachment field, to open the file-dialog to browse your file structure for the file(s) you want to add: NTT DATA Helpdesk User Manual V / 13

13 2.3 Change Password Press the change password button on the homepage to open the BMC Remedy passwort-dialog: Enter your current password and your new password, then press Save to change it. 2.4 Logout To end your session, please use the logoff-button, which is available in all windows: NTT DATA Helpdesk User Manual V / 13