NTT DATA Helpdesk User Manual Table of contents 1 Login... 2 2 Helpdesk... 3 2.1 Homepage... 3 2.1.1 Selection of Tickets... 3 2.1.2 Table Preferences... 4 2.1.3 Reports, Selection of entries... 5 2.1.4 Viewing tickets... 6 2.2 Problem Ticket... 7 2.2.1 Create new ticket... 7 2.2.2 Problemticket Overview... 8 2.2.3 Problemticket Contacts... 9 2.2.4 New Contact... 11 2.3 Change Password... 13 2.4 Logout... 13 NTT DATA Helpdesk User Manual V 8.1 1 / 13
1 Login To log in to the NTT DATA Helpdesk Application, go to https://helpdesk.at.nttdata-emea.com 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 Support_DE@nttdata.com (for Germany) Support_AT@nttdata.com (for all other countries) NTT DATA Helpdesk User Manual V 8.1 2 / 13
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) 2.1.1 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 8.1 3 / 13
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 8.1 4 / 13
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 8.1 5 / 13
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 8.1 6 / 13
2.2 Problem Ticket 2.2.1 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 8.1 7 / 13
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 8.1 8 / 13
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 8.1 9 / 13
2.2.3.1 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 8.1 10 / 13
2.2.3.2 Attachments Open an attachment by double-clicking it s entry, or press Save to save it to disk. 2.2.4 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 8.1 11 / 13
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 8.1 12 / 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 8.1 13 / 13