Slika 2. Other. Hardware
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1 Žiro račun: (RBA) Matični broj: HR Zagreb Savica Šanci 127 T +385 (0) F +385 (0) HR Slavonski Brod Gajeva 32 T +385 (0) F +385 (0) STORM Computers HelpDesk PORTAL ZA PRIJAVU KVAROVA Društvo je upisano kod Trgovačkog suda u Zagrebu MBS Temeljni kapital društva iznosi ,00 kn i uplaćen je u cijelosti. 1/7
2 UVOD U browser upisati i upisati korisničko ime i lozinku za pristup portalu za prijavu kvarova Helpdesk-u. Prije upotrebe molimo da pročitate Terms and Conditions (Slika 1) kako bi se upoznali sa sustavom i drugim bitnim informacijama potrebnim za rad sa sustavom. Slika 1 Kada ste pročitali Terms and Conditions odaberite jedan od ponuđenih izbora u izborniku: New ticket Own tickets Co-submitted tickets Managers tickets Download 2/7
3 Izrada novog ticket-a (prijava kvara/incidenta) Odabrati na izborniku gumb NEW TICKET. Pojavljuje se prozor sa poljima u koje se upisani Vaši podaci (Slika 2) kao što su korisničko ime, ime i prezime, tvrtka za koju prijavljujete kvar... Slika 2 Pod Category se nalazi padajući meni u kojem odabirete na što se kvar odnosi. Mogući izbori su: Other Hardware Networking Software General question Ako se dogodilo da npr. ne radi printer tada ćete odabrati Hardware. Ako ne možete definirati o čemu se radi tada ćete odabrati Other. Zadnja stavka je check-box koji može biti označen ili ne. Ako je označen tada ćete dobiti na mail adresu koja se nalazi pod na slici 2 (u ovom slučaju pero@tvrtka.com) za svaku promjenu koja se dogodi, a vezana je za ovu prijavu kvara. Klikom na Next otvara se formular u koji se upisuju detaljnije informacije o kvaru (Slika 3). Formular se mijenja ovisno o tome što ste odabrali kao kategoriju kvara. Npr. ako odaberete Hardware kao kategoriju dobiti ćete mogućnost upisa serijskog broja uređaja u pitanju, proizvođača... Također, postoji polje Co-submitter u kojem možete odabrati još nekoga iz Vaše tvrtke tko može sudjelovati u rješavanju ove prijave kvara. Što više podataka upišete tim bolje jer će se time mnogo efikasnije i brže riješiti problem. 3/7
4 Slika 3 Na kraju, kada popunite sve što ste htjeli i odaberete Finish pojaviti će se prozor Terms and Conditions u kojem treba odabrati I have read and I accept Terms and Conditions kako bi uspješno prijavili kvar (ukoliko niste pročitali ove upute molimo prije nego se pojavio ovaj prozor molimo Vas da to učinite sada). Kada ste to učinili na sljedećem prozoru možete vidjeti obavijest da je ticket uspješno poslan, a možete ujedno poslati i datoteku koju želite vezati za prijavu (npr. neka log datoteka, screenshot...). OWN TICKETS Ovdje možete vidjeti sve kvarove ( ticket-e ) koje ste prijavili. Rezultate možete sortirati po bilo kojoj od ponuđenih kolona. Slika 4 Klikom na neki redak otvara se taj case. 4/7
5 CO-SUBMITTED TICKETS Ovaj dio koriste osobe koje su dodane kao osobe koje će sudjelovati u rješavanju/nadgledanju problema kako bi mogli vidjeti te prijave kvarova ( case-ove ). Izgleda isto kao i Own tickets. MANAGER TICKETS Manager je određena osoba u tvrtki koja će moći pregledavati SVE prijave kvarova. Izgleda isto kao i Own tickets. DOWNLOAD Ovdje će se nalaziti dokumenti kao što su report-i, ugovori i sl. koje će manager-i moći pregledavati i preuzimati. 5/7
6 RJEŠAVANJE PRIJAVE KVARA Nakon prijave kvara i opisa problema, STORM-ov inženjer ili tehničar koji je zadužen za rješavanje ovoga problema komunicira sa podnositeljem prijave putem poruka. Sa svakom porukom se ispisuju datum i vrijeme kada je poslana. U poruci je obično opis radnji koje je tehničar/inženjer poduzeo. U svakom trenutku podnositelj zahtjeva, co-submitter ili manager može napisati novu poruku tehničaru/inženjeru u polje na dnu ekrana i pritiskom na gumb Reply. Primjer komunikacije se može vidjeti na Slika 5.Slika 4 Slika 5 U zadnjoj poruci se vidi da je ovaj case zatvoren od strane tehničara/inženjera i to nakon što je podnositelj prijave ocijenio uslugu jer se case ne može zatvoriti dok podnositelj zahtjeva ne ocijeni ono što je napravljeno. U ovom prozoru se također vide neke osnovne informacije vezane uz samu prijavu kvara kao što su ime i prezime podnositelja, , utrošeni radni sata tehničara/inženjera, ocjena izvršenih aktivnosti (Slika 6) 6/7
7 Slika 6 Klikom na Report može se odabrati nekoliko različitih tipova dokumenata za report kao što su pdf, excel, xml, tiff NAJZNAČAJNIJE RAZLIKE U ODNOSU NA RANIJI HELPDESK Na novom HelpDesk-u neće biti moguće dodavati poruke (Add Note, Case Message) direktno u ticket elektroničkom poštom (putem adrese hdesk@storm.hr). Direktno dodavanje poruka u ticket moguće je isključivo putem web sučelja. Na isti način i automatska prijava kvara nije moguća elektroničkom poštom (putem adrese hdesk@storm.hr). Poruke poslane na adresu hdesk@storm.hr neće biti izgubljene, ali je moguće značajno kašnjenje zbog ručne obrade tih poruka. Postoji i ograničenje u veličini poruke (Case Message) koja se dodaje na ticket - najviše 2500 znakova. KONTAKT PODACI Djelatnici HelpDesk-a dostupni su na adresi: dutymanager@storm.hr odnosno tel: 01/ Direktni brojevi djelatnika helpdeska: Mladen Žubrinić, Vjeran Teofilović, /7
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