Version: 1.1 Date: 06-May-2014
Introduction Once a new system has been delivered, or an update has taken place, issues could occur, questions raised and new functionality needed. You can register these in our Helpdesk system. This manual helps you to register an issue or a change request in our Helpdesk system. With the help of this manual you will be able to walk easily through our support process. The system keeps track of all communication around your call. Even the history of calls on your projects can be exported to Excel. The manual describes two different ways to create a call. One is by logging in to our Helpdesk system and the other way is by sending an email to the specific project you are working on. Note: Calls registered in our helpdesk system are not considered critical. For critical issues contact our call center (in addition) for immediate response! The telephone number of our call center can be found in your SLA. Page 2 of 19
Table of Contents Introduction... 2 1. Account... 4 2. Login... 5 2.1 Forgot your password?... 5 3. Profile... 7 4. Create a call... 8 4.1 Intake... 9 5. Type of Call... 10 5.1 Support... 10 5.1.1 Pending... 10 5.1.2 Resolved... 11 5.2 Change requests... 13 5.2.1 Pending... 14 5.2.2 Resolved... 15 5.2.3 Delivery... 16 6. Call history... 17 7. Quick reference... 18 7.1 Create new call... 18 7.2 Respond to an existing call... 18 7.3 Approve or Reject... 18 7.3.1 Approve... 18 7.3.2 Reject... 18 7.4 Delivery... 18 7.5 Flow diagram... 19 Page 3 of 19
1. Account You need an account to create calls in our Helpdesk system. To receive one, three steps need to be taken: #1 Ask your Key-User to apply for a personal account. #2 The Key-User will ask for an account at our Helpdesk support@coas.com #3 Our engineers will create an account and send you the details. With your personal account you will be able to login to our Helpdesk system using your username and password. Page 4 of 19
2. Login When you already have a personal account, you can login to our Helpdesk system by using the following URL: http://support.coas.com. The following screen will open, where you can fill in your email address and password. 2.1 Forgot your password? If you forgot your password or filled in a wrong one, the following error will be shown. You can apply for a new password by clicking on the link below (the word here ). Page 5 of 19
In the next screen that opens up you just fill in your email address and you will receive a new password in your inbox. The email you will receive contains a new generated password of 10 characters. Also a brief explanation is provided to change your password into a personal one. In the next chapter we explain more detailed how to change your profile. Page 6 of 19
3. Profile Changing your profile settings is easy. After you logged in using your username and password, the screen as displayed below will open. Here you click on the Profile button in the menu at the top of the page on the right: You will be navigated to your profile, where you can change your personal settings. Besides changing your password, you can also choose if you want to receive emails for new calls or other events (comments on calls, memo s, etc...), which are initiated by your colleagues. If you want to receive those mails, click on the specified buttons located in the bottom area of the profile. As a result the button becomes colored and enables you to receive those emails. Note: In either case you will receive emails from calls in which you are directly involved. Page 7 of 19
4. Create a call If you want to raise a call, the following screen will open after you click on button new call in the menu. In the screen of raising a call, you can fill in the following information: 1. A description of the call. 2. The project for which you would like to raise a call. 3. Additional information. 4. Optional attachment to clarify your call. After you clicked on the Create button a notification is send to our Helpdesk team who will pick up the ticket as soon as possible. You can find your call in the Dashboard menu. Page 8 of 19
4.1 Intake After you have created a call, you will receive the following email: As mentioned in this email, you can now easily provide us with extra information or comment on your call, by sending a reply to this email or send an email to: <identification-number>@support.coas.com. In the Helpdesk system the call will be listed under status Intake till one of our engineers will pick it up. You can reach this screen via menu option Dashboard (and select appropriate project if you are connected to more than one). Page 9 of 19
5. Type of Call There are two types of calls that can be created: Support calls and Change request. It is important to specify your call as much as possible, because our engineers will decide either a call can be labelled as a support call (within SLA), or as a change request (outside SLA). If a call is labelled as a change request, then our engineer will make an estimation of time and costs needed. 5.1 Support 5.1.1 Pending If the call is labelled as a Support call, then the issue will move from Intake to Pending. As a result you will receive the following email. The email informs you about who of our engineers is investigating your issue. Page 10 of 19
5.1.2 Resolved After our engineer has investigated your issue and has found a proper solution, you will receive an email that your issue is resolved. In our helpdesk system the call will move from Pending to Accept. You can accept or reject the solution by clicking in your email on the appropriate button. After acceptance, the following screen will open: If the solution is rejected the status of your call will go back to Pending the responsible engineer will be informed about the rejection of the solution, and will look again at the issue. Page 11 of 19
It s also possible to open our Helpdesk system and click on the addressed issue which can be found under filter Accept. If you click on the call the following screen will open up: When you choose to Accept the solution, the solution will move to Delivery in our Helpdesk system and will be delivered by our engineer in agreement with you, depending on the situation. If you Reject the solution, please give us specific details about the reason our solution has not been accepted. Page 12 of 19
5.2 Change requests According to the description of your call, our engineer decided the particular call is a change request. First of all you will receive the following message as a result of creating the call. The moment our engineer will label your call as a request for change, you will receive another email which informs you about the engineer handling the request and the steps that will be taken. Page 13 of 19
After our engineer has made up the estimated time and costs you will receive an email to approve the estimation. This is possible by simply clicking on the button in your email. Another way to approve the change request is by logging in to the Helpdesk system where you will see a new call waiting for approval. Just click on the call and use the button Approve. When you choose to approve the estimated time and costs, our engineer will start development. If you choose to reject the estimated time and costs, the call will be cancelled and archived. 5.2.1 Pending After approval, the status of the call will move to Pending. Our engineer will receive a message to start development. Page 14 of 19
5.2.2 Resolved The moment the solution is finished, the status of the call will move to Accept in our helpdesk system and an email is sent out. Page 15 of 19
5.2.3 Delivery If you approve the solution, the call will go to delivery, which can be seen in the Helpdesk system. Our engineer will deliver the solution in agreement with you. After the delivery has taken place, you will receive the following (and final) email, which also includes that the call will be archived and no longer appears in your screen: Page 16 of 19
6. Call history You can download the history of calls for your project(s) by clicking on the Report button and select option Calls with appropriate timeframe; for instance Last year. After you have chosen the parameters, you simply export the history of calls in Excel format via the export button at the right. Note that also calls that are still active will be shown, if they fit within the applied timeframe. Page 17 of 19
7. Quick reference Instead of using the Helpdesk system to create new calls it is also possible to directly send an email to the specific project you are working on. This offers you the opportunity to go even quicker through the process of support. The process from Intake to Delivery by making use of email will be described below. 7.1 Create new call If an issue occurs in a project you are working on, you can register this issue easily by sending an email to projectname@support.coas.com The call will be imported in our Helpdesk system and you will receive an email that one of our engineers will be informed. Note: for critical issues contact our call center (in addition) for immediate action! 7.2 Respond to an existing call If you have additional information about a call or if you have any questions regarding your call, you can send this information by replying to the email you received from our Helpdesk system. You can also send an email to your call directly, using the following format: callnumber@support.coas.com. 7.3 Approve or Reject You can approve or reject your change request, and also the offered solution provided by our engineers. Instead of using the Helpdesk system, you simply use the buttons that are provided in your email. 7.3.1 Approve To approve you can click in your email on the following button:. When a change request is approved, we will start development. After a solution is approved, we will discuss a possible time to deliver the provided solution. 7.3.2 Reject To reject you can click on the following button:. After a change request is rejected from approval, your call will be closed. When a solution is rejected it moves again to pending, which means we will look again to the issue. 7.4 Delivery After mutual agreement we will deliver the accepted solution at the agreed time. Page 18 of 19
7.5 Flow diagram The following graph gives you an overview of steps. Page 19 of 19