OTRS Help Desk Guide for customers

Transcription

1 OTRS Help Desk Guide for customers Připravil: Jana Strašková Datum vytvoření: Verze: 2

2 Obsah 1 Document status and information Aim of the document Abbreviations used in the document User documentation Simple description of the process Diagram of a ticket life cycle by type work description for Customer s workers system access Welcome screen description Functions Creating new ticket status = NEW Doplnění, schválení pracnosti, schválení řešení nebo zamítnutí tiketu/požadavku - status = waiting Page 2 z 12

3 1 DOCUMENT STATUS AND INFORMATION 1.1 AIM OF THE DOCUMENT Aim of this document is to describe user working procedure with AXIOM PROVIS Int., s.r.o. Help Desk system (further API) OTRS. Page 3 z 12

4 2 ABBREVIATIONS USED IN THE DOCUMENT ABBREVIATION API DESCRIPTION AXIOM PROVIS INT., S.R.O. Page 4 z 12

5 3 USER DOCUMENTATION 3.1 SIMPLE DESCRIPTION OF THE PROCESS DIAGRAM OF A TICKET LIFE CYCLE BY TYPE type Incident Activities creation receipt and processing resolving Statement of the customer completion status New In progress Waiting Resolved Closed type Service ticket and Change ticket Activities creation receipt and labor input estimate Acceptance of ticket labor input estimate processing resolving Statement of the customer completion status New In progress Waiting In progress Waiting Resolved Closed Page 5 z 12

6 3.2 WORK DESCRIPTION FOR CUSTOMER S WORKERS SYSTEM ACCESS You can acces the system through - Customers login : For system log in you are required to enter User name and Password Page 6 z 12

7 3.2.2 WELCOME SCREEN DESCRIPTION Screen layout Welcome screen with list of your s appears after you log in the system. overview window contains following information: TICKET ticket number TITLE topic/short ticket description STATE ticket status OWNER ticket owner QUEUE ticket area SUB-WAITING STATUS sub-status for ticket in Waiting stage CUSTOMER DELIVERY DATE solution delivery date to the customer APPROVED HRS. FOR INVOICING hours approved by the customer TOTAL NUMBER OF BILLABLE HRS total number of billable hours INVOICED invoiced ticket has Checked attribute INVOICED DATE date of invoicing AGE age of the ticket (days and hours) List of tickets by the selected filter is on the initial tab s. Tabs pane lis marked in red: A) Tab s offers actions: New - function for creating new ticket displays the form for creating ticket see FUNCTIONS My s overview of your own tickets Company s overview of tickets of all owners Search function for searching tickets by various filters see FUNCTIONS Page 7 z 12

8 B) Tab FAQ allows you to see favourite answers and questions: C) Tab Preferences allows you to access custom settings and CHANGE PASSWORD: D) Tab Logout : Page 8 z 12

9 3.3 FUNCTIONS CREATING NEW TICKET STATUS = NEW Creating a new ticket might be done in more ways: Creating new ticket using Help Desk Customer creates new ticket using web access using Customers login option. In tab s choose New option which opens a form: In the form you fill fields: Type choice selection: Page 9 z 12

10 To here you select the queue from the Support area: Individual queues are determined by product or by region of the product: AHP product AHP for manufacturing planning Dynamics CRM Dynamics CRM product Infrastructure tickets which are related to infrastructure (i.e. newer SQL server instalation etc.) NAV Finance tickets for Finance area in NAV product NAV Purchase+Sales tickets for Purchase and Sales area in NAV product NAV Warehouse tickets for Warehouse area in NAV product NAV Manufacturing tickets for Manufacturing area in NAV product NAV Others tickets for other areas in NAV product (i.e. Projects, Servces etc.) Share Point Subject Short description Text Short ticket description Attachement option to enclose a file Priority choose from the selection: You send the ticket by pressing Submit button Creating new ticket via Creation of a new ticket might customer do by sending an on [email protected]. created in this way is created with type Unclassified and priority Low. sent to a certain AXIOM PROVIS employee is not considered a registered ticket. If you want to reply via on a certain ticket, then you have to state the number of the ticket as a subject as following: [#xxxxxxxx], where xxxxxxxx is the number of the ticket from Help Desk. In case that the ticket number will not be properly stated in the subject, new ticket will be created in Help Desk and the system will become disorganized. I.e.: [# ] Page 10 z 12

11 3.3.2 TICKET SUPPLEMENTING, LABORIOUSNESS APPROVAL, SOLUTION APPROVAL OR REJECTION - STATUS = WAITING If ticket is in WAITING state, it is expected to react fast: s in WAITING state might have sub-states: Waiting for more detail ticket is waiting for more specification from the customer Waiting for customer test ticet is resolved and is waiting for solution approval from the customer Waiting to estimation approval ticket is waiting for labor input estimate approval from the customer On hold ticket is on hold and is waiting for a new realization input date Choose a ticket from the list of tickets and click on it: You will see a from of the selected ticket with all vital information on the right of the screen: Page 11 z 12

12 By pressing the Reply button, a form for your reaction opens: Fill fields: Text fill in your reaction Next state offers options: - By default, the state is set to 1-New you leave this when you approve labor input estimate or when you return the ticket as refused it is still incomplete (an error has occured during test etc.). - You set the state 4-Resolved in case the ticket is approved and solved. - System offers you state 5-Closed do not use this state, it is only for us as your supplier. We use this state to switch the status of the ticket after invoicing of the work done and after final closing. Page 12 z 12