USER MANUAL [I-SERVICE DESK SYSTEM] [INFORMATION TECHNOLOGY DIVISION] 1
Table of Contents USER MANUAL... 1 [I-SERVICE DESK SYSTEM]... 1 Create Ticket Staff Request Service... 3 Create Ticket Staff Report Problem... 9 Create Ticket Staff Suggestion... 15 Create Ticket Staff Inquiry... 21 Create Ticket Staff Idea... 28 Create Ticket Staff Complaint... 34 Create Ticket Student Request Service... 41 Create Ticket Student Report Problem... 47 Create Ticket Student Complaint... 53 Create Ticket Student Idea... 60 Create Ticket Student Inquiry... 66 Create Ticket Student Suggestion... 73 Create Ticket Alumni Complaint... 79 Create Ticket Alumni Idea... 84 Create Ticket Alumni Inquiry... 89 Create Ticket Alumni Suggestion... 96 View Ticket... 101 Lost Ticket... 105 FAQ... 109 2
Create Ticket Staff Request Service Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit a request for a service To log request on a service ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a staff of IIUM 3
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Staff Number: 4
5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 5
Your IIUM email address: Your Staff Number: Please select category of report: Submit a request for a service 8. Click << Previous button Screen Please introduce yourself will be displayed.. 9. Click Next >> button. Popup message Are you sure? will be displayed. 6
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Request Service Screen will be displayed. Enter information of: Service Offered: Service Category: Priority: (Auto Selected) Detail description request of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit a request for a service 7
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 8
Create Ticket Staff Report Problem Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Report a problem on a service To log incident/problem on a service ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a staff of IIUM 9
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information:- Your Staff Number: 10
5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 11
Your IIUM email address: Your Staff Number: Please select category of report: Report a problem on a service 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 12
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Report Problem Screen will be displayed. Enter information of: Service Offered: Service Category: Priority: (Auto Selected) Detail description report problem of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Report a problem on a service 13
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 14
Create Ticket Staff Suggestion Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit a suggestion for improvement To log suggestion ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a staff of IIUM 15
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Staff Number: 16
5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 17
Your IIUM email address: Your Staff Number: Please select category of report: Submit a suggestion for improvement 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 18
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit a suggestion for improvement 19
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 20
Create Ticket Staff Inquiry Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit an inquiry To log inquiry ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a staff of IIUM 21
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Staff Number: 22
5. Click Search >> button. 6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: 23
Your IIUM email address: Your Staff Number: Please select category of report: Submit an inquiry 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 24
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Hyperlink Submit an inquiry and Frequently Asked Questions (FAQ) will be displayed. 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit an inquiry 25
13. Click on Submit an inquiry hyperlink Inquiry screen will be displayed. Enter information of: Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any): 14. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 15. Repeat process step number 2 11 16. Click on Frequently Asked Questions(FAQ) hyperlink Frequently Asked Question (FAQ) screen will be displayed. 26
17. Enter any relevant keyword in textbox Enter Keyword Automatically relevant record will be displayed as list. 27
18. Select the record relevant on your searching item. Automatically Question and Answer will be displayed based on your selection. 19. Home screen will be displayed. Click Home button or image Create Ticket Staff Idea Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Submit an idea To log idea ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 28
2. Go to Create Ticket I am a staff of IIUM 3. Click << Previous button. Back to Home screen. 29
4. Click Next >> button. Enter Information: Your Staff Number: 5. Click Search >> button. 30
6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit an idea 8. Click << Previous button. Screen Please introduce yourself will be displayed. 31
9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Idea Screen will be displayed. Enter information of:- Title of my creative idea: The idea are as follows: The attachment(if any): 32
12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Submit an idea 13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 33
14. Home screen will be displayed. Click Home button or image Create Ticket Staff Complaint Screen : Functional Specification : Description : Create Ticket I am a staff of IIUM Lodge a complaint To log complaint ticket from staff via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a staff of IIUM 34
3. Click << Previous button. Back to Home screen. 35
4. Click Next >> button. Enter Information: Your Staff Number: 5. Click Search >> button. 36
6. If enter invalid Staff Number Alert message Staff Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Staff Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Lodge a complaint 37
8. Click << Previous button Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 38
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Complaint Screen will be displayed. Enter information of: My concern is on: Service: Priority: (Auto Select) The details are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Staff Number: Please select category of report: Lodge a complaint 39
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 40
Create Ticket Student Request Service Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit a request for a service To log request on a service ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a student of IIUM 41
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 42
5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a request for a service 43
8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 44
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Request Service Screen will be displayed. Enter information of:- Service Offered: Service Category: Priority: (Auto Selected) Detail description request of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a request for a service 45
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 46
Create Ticket Student Report Problem Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Report a problem on a service To log incident/problem on a service ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a student of IIUM 47
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 48
5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Report a problem on a service 49
8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 50
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Report Problem Screen will be displayed. Enter information of:- Service Offered: Service Category: Priority: (Auto Selected) Detail description report problem of Service: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Report a problem on a service 51
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 52
Create Ticket Student Complaint Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Lodge a complaint To log complaint ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a student of IIUM 53
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 5. Click Search >> button. 54
6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Lodge a complaint 55
8. Click << Previous button. Screen Please introduce yourself will be displayed. 56
9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 57
11. Click OK button. Complaint Screen will be displayed. Enter information of: My concern is on: Service: Priority: (Auto Select) The details are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Lodge a complaint 58
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 59
Create Ticket Student Idea Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit an idea To log idea ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a student of IIUM 60
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 61
5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: 62
Submit an idea 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 63
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Idea Screen will be displayed. Enter information of: Title of my creative idea: The idea are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit an idea 64
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 14. Home screen will be displayed. Click Home button or image 65
Create Ticket Student Inquiry Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit an inquiry To log inquiry ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a student of IIUM 66
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information: Your Matric Number: 67
5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: 68
Please select category of report: Submit an inquiry 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 69
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Hyperlink Submit an inquiry and Frequently Asked Questions (FAQ) will be displayed. 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit an inquiry 70
13. Click on Submit an inquiry hyperlink Inquiry screen will be displayed. Enter information of: Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any): 14. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 15. Repeat process step number 2 11 16. Click on Frequently Asked Questions(FAQ) hyperlink Frequently Asked Question (FAQ) screen will be displayed. 71
17. Enter any relevant keyword in textbox Enter Keyword Automatically relevant record will be displayed as list. 18. Select the record relevant on your searching item. Automatically Question and Answer will be displayed based on your selection. 72
19. Home screen will be displayed. Click Home button or image Create Ticket Student Suggestion Screen : Functional Specification : Description : Create Ticket I am a student of IIUM Submit a suggestion for improvement To log suggestion ticket from student via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a student of IIUM 73
3. Click << Previous button. Back to Home screen. 74
4. Click Next >> button. Enter Information: Your Matric Number: 5. Click Search >> button. 6. If enter invalid Matric Number Alert message Matric Number invalid. Please try again. Thank you. Will be displayed. 75
7. If enter valid Matric Number Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a suggestion for improvement 8. Click << Previous button. Screen Please introduce yourself will be displayed. 76
9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 11. Click OK button. Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The attachment(if any): 77
12. Click Previous button. Screen about your detail will be displayed: Your Name: Your IIUM email address: Your Matric Number: Your Contact Number: Please select category of report: Submit a suggestion for improvement 13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 78
14. Home screen will be displayed. Click Home button or image Create Ticket Alumni Complaint Screen : Functional Specification : Description : Create Ticket I am a public/alumni of IIUM Lodge a complaint To log complaint ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://albiruni.iium.edu.my/sds/portal.php Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 79
3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to lodge a complaint 80
8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 81
11. Click OK button. Complaint Screen will be displayed. Enter information of: My complaint is on: Service: Priority: (Auto Select) The details complaint are as follows: The attachment(if any): 12. Click Previous button. Screen about your detail will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to lodge a complaint 82
13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 83
14. Click Home button or image Home screen will be displayed. Create Ticket Alumni Idea Screen : Functional Specification : Description : Create Ticket I am a public/alumni of IIUM Submit an idea To log idea ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 84
3. Click << Previous button. Back to Home screen. 85
4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit an idea 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 86
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Idea Screen will be displayed. Enter information of:- Title of my creative idea: The idea are as follows: The attachment(if any): 87
12. Click Previous button. Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit an inquiry 13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 88
14. Click Home button or image Home screen will be displayed. Create Ticket Alumni Inquiry Screen : Functional Specification : Test Description : Create Ticket I am a public/alumni of IIUM Submit an inquiry To log inquiry ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 89
3. Click << Previous button. Back to Home screen. 90
4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit an inquiry 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 91
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Hyperlink Submit an inquiry and Frequently Asked Questions (FAQ) will be displayed. 92
12. Click Previous button. Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement 13. Click on Submit an inquiry hyperlink Inquiry screen will be displayed. Enter information of:- Title of my inquiry: I specifically wish to address this inquiry to (if any): The details of my inquiry are as follows: The attachment (if any): 93
14. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 15. Repeat process step number 2 11 16. Click on Frequently Asked Questions(FAQ) hyperlink Frequently Asked Question (FAQ) screen will be displayed. 94
17. Enter any relevant keyword in textbox Enter Keyword Automatically relevant record will be displayed as list. 18. Click Home button or image Home screen will be displayed. 95
Create Ticket Alumni Suggestion Screen : Functional Specification : Description : Create Ticket I am a public/alumni of IIUM Submit a suggestion for improvement To log suggestion ticket from public/alumni via online thru portal. To create ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 2. Go to Create Ticket I am a public/alumni of IIUM 96
3. Click << Previous button. Back to Home screen. 97
4. Click Next >> button. Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Next >> button. Popup message Are you sure? will be displayed. 98
10. Click Cancel button. Remain at the same screen. 11. Click OK button. Suggestion Screen will be displayed. Enter information of: Title of my suggestion: I specifically wish to address this suggestion to(if any): The details are as follows The attachment(if any): 99
12. Click Previous button. Screen your detail information needed will be displayed: Your Name: Your email address: Your Contact Number: Please tell us how we can assist you: I wish to submit a suggestion for improvement 13. Click Create Ticket button. Alert message Your ticket has been created. An email has been sent to you containing the ticket information. If you would like to view your ticket and/or attach files you can do so Your ticket number is : xxx *Notification sent to your email 100
14. Click Home button or image Home screen will be displayed. View Ticket Screen : Functional Specification : Description : View Ticket To view via online thru portal. To view ticket. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 101
2. Click View Ticket hyperlink Please introduce yourself screen will be displayed. 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information of:- Please enter your email address: 8. Click << Previous button. Screen Please introduce yourself will be displayed. 102
9. Click Submit >> button. Popup message Are you sure? will be displayed. 10. Click Cancel button. Remain at the same screen. 11. Click OK button. *Notification sent to your email Alert message Please check your email for ticket number information. Thank you will be displayed. Please enter ticket number: 12. Click Submit button. Popup message Are you sure? will be displayed. 103
13. Click Cancel button. Remain at the same screen. 14. Click OK button. Ticket Detail screen will be displayed. Ticket Number: Date Created: Ticket Status: Ticket Type: Service Category: Service Detail: Person-in-Charge: Dateline: Description: 104
15. Click image button. Alert message Please check your email for ticket number information. Thank you will be displayed. Please enter ticket number: 16. Home screen will be displayed. Click Home button or image Lost Ticket Screen : Functional Specification : Description : Lost Ticket To get ticket number via online thru portal. To get ticket number. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 105
2. Click Lost Ticket hyperlink Please introduce yourself screen will be displayed. 3. Click << Previous button. Back to Home screen. 4. Click Next >> button. Enter Information of:- Please enter your email address: 8. Click << Previous button. Screen Please introduce yourself will be displayed. 9. Click Submit >> button. Popup message Are you sure? will be displayed. 106
10. Click Cancel button. Remain at the same screen. 11. Click OK button. *Notification sent to your email Alert message Please check your email for ticket number information. Thank you will be displayed. Please enter ticket number: 12. Click Submit button. Popup message Are you sure? will be displayed. 107
13. Click Cancel button. Remain at the same screen. 14. Click OK button. Ticket Detail screen will be displayed. Ticket Number: Date Created: Ticket Status: Ticket Type: Service Category: Service Detail: Person-in-Charge: Dateline: Description: 108
15. Click image button. Alert message Please check your email for ticket number information. Thank you will be displayed. Please enter ticket number: 16. Home screen will be displayed. Click Home button or image FAQ Screen : Functional Specification : Description : Frequently Asked Question (FAQ) For public to find any answer and question relevant to their searching. To find answer and question based on keyword entered. Step Steps No 1. Login into i-service Desk System. URL : http://servicedesk.iium.edu.my/portal.php Expected Results 109
16. Click on Frequently Asked Questions(FAQ) Icon Frequently Asked Question (FAQ) screen will be displayed. 17. Enter any relevant keyword searching in textbox Enter Keyword Automatically relevant record will be displayed as list. 110
18. Select the record relevant on your searching item. Automatically Question and Answer will be displayed based on your selection. 19. Home screen will be displayed. Click Home button or image 111