English manual

Transcription

English manual

GUIDE
SELF SERVICE PORTAL
THE LOGIN AND USERS GUIDE
March 17th 2016
MEERENDONKWEG 11, 5216 TZ 'S-HERTOGENBOSCH
POSTBUS 773, 5201 AT 'S-HERTOGENBOSCH, THE NETHERLANDS
T: +31 (0) 73 692 06 92, E: [email protected]
Document details
Date:
Customer:
March 17th 2016
*
Ctac Contact person:
Ctac Servicedesk
Owner:
Servicedesk
Document type:
Guide
Classification:
Public
Version:
1.0
Status:
2
TABLE OF CONTENTS
1.
INTRODUCTION .................................................................................................................. 4
2.
QUICK GUIDE (LOGIN) ....................................................................................................... 5
3.
QUICK OVERVIEW ............................................................................................................... 6
4.
LOGIN ................................................................................................................................. 7
5.
NEW TICKET ....................................................................................................................... 9
6.
NEW REQUEST FOR INFORMATION ................................................................................... 10
7.
NEW REQUEST FOR CHANGE ............................................................................................. 11
8.
OPEN CALLS ...................................................................................................................... 12
9.
REPORTS........................................................................................................................... 14
10. ADD CONTACT PERSON ..................................................................................................... 15
11. MANAGE CONTACT PERSONS ............................................................................................ 16
12. DOCUMENTS ..................................................................................................................... 17
13. PORTAL-ACCESS REQUEST ................................................................................................ 18
14. CALLS TO BE CLOSED ........................................................................................................ 19
15. BRANCH INFORMATION .................................................................................................... 20
16. FAQ ................................................................................................................................... 21
17. NEED HELP? ...................................................................................................................... 22
3
1.
INTRODUCTION
Welcome to the Ctac SelfServiceDesk Portal. This guide will get you started, and act as a reference to
support you. You will be introduced to the various features the portal has to offer. This document addresses
several aspects, including logging in, creating a request for change or incident, checking open calls, and
managing contacts.
The portal is constantly evolving. Therefore, some features might not function yet. The News Overview
section on the portal will keep you updated on recent improvements and changes.
Read this manual carefully before you start using the SelfServiceDesk Portal. Should you have any
questions, please find our answers to frequently asked questions at the end of this guide. If your question
is left unanswered, the Ctac Servicedesk is more than happy to help you.
4
2.
QUICK GUIDE (LOGIN)
 Go to https://servicedesk.ctac.nl.

A CTAC secure Token Service opens.
 Log in with the details that you received by mail.

A TOPdesk login page appears.
 Click on the button “Use Self Service Desk”.
 Choose SSO.

Login successful.
5
3.
QUICK OVERVIEW
The following image is a quick overview of all the features that the SSD provides at this moment. It is
possible that your overview is different. This overview is based on full permissions as key user.
⓯

⓭




⓮
⓮


⓫
1.
2.
3.
4.
5.
6.
7.
8.
⓮



⓬
Search function
Create an incident
Create a request for information
Create a request for change
Overview of all open calls
Collection of reports and other overviews
Create new contact
Change or archive contacts
9. Change, add or delete documents
10. Request portal-access
11. All calls that are ready to be closed.
12. Change branch information
13. The latest news.
14. The last logged five calls
15. Log out.
6
4.
LOGIN

Open the browser and go to https://servicedesk.ctac.nl

The following page appears:
Business email
 Log in with the details that have been sent by mail.
o Name: Is the email address on which you received this
guide*.
o Password: received by email**.
See received email

Click on Aanmelden.

The following page appears.
7

Click on the blue button (SelfServiceDesk gebruiken)

You will be redirected to the SelfServiceDesk Portal.

Click the button SSO

Login successful
*Business email address on which you received the login details and guide.
**The password has to be changed after the first login.
8
5.
NEW TICKET
To create a new ticket go to new incident.

Click on new incident.

1. Caller information.
2. Provide us with your own call number or
internal reference number if there is one.
3. Specify when the incident occurred.
4. Specify to which object the incident is
related.
5. Indicate the impact of the incident.
6. Prioritize the incident conform the SLA.
7. Provide us with a brief description.
8. Describe the incident in more detail.
9. Add an attachment, if needed.
10. Remove the attachment, if needed.
11. Complete and send the ticket.

The ticket has been created successfully.










⓫
Object
May the related object (part of your IT environment) be unknown. Try to consult colleagues about a possible
object. If they don’t know it either we advise you to contact our Servicedesk. A related object is needed in
order to create a call. It helps to create a quicker and better solution.
Priority
Make sure the right priority is chosen. If it is unclear please consult your SLA.
9
6.
NEW REQUEST FOR INFO RMATION
To create an information request go to New request for information.

Click on New request for information.

The following page appears
3. Specify to which object the information is
related.
5. Describe the request for information in
more detail.








Object
10

7.
NEW REQUEST FOR CHAN GE
To create a new change go to New request for change.

Click on New request for change.

3. Specify to which object the change is
related.
5. Describe the request for change in more
detail.
6. Provide a desired delivery date.









Object
Desired delivery date
BEWARE: This contains a desired delivery date which is different than a target date. The desired delivery
date is not an agreed deadline. It is an indication to our consultant of the expectations of the caller.
11

8.
OPEN CALLS
On the portal it is possible to see all open calls in one overview. The calls that are shown are
based on the permissions of the user.



Click on open calls and changes.


1. Sort button to choose a sorting order.
2. Refresh button to refresh for new calls.
3. Print button to print the overview.

Open a call for more detail by clicking on the call number.

This provides the following details*.
12
  
1. Update a call by creating an action. This can be helpful when the consultants needs extra information
or results from a certain test.
2. If extra attachments are needed it’s possible to upload them one by one.
3. There is a possibility to print the call.
*This account is used for tests. The information that is shown is dummy information.
13
9.
REPORTS
This button is not active yet. The reason why this feature is in the guide is because it will be
activated in the near future.
This feature will help you as a customer to get insight about our services. Being transparent is
of great importance to Ctac. That is why we will create and introduce reports step by step,
beginning with the most basic ones.
These reports will grow and continue to provide more and more information. Like for example: all the
incidents, changes and problems. These can be separated for each service, caller or month. SLA’s can be
monitored real time. A variety of trends visual in line charts. And many more..
Every update will be communicated on the news overview of the portal.
14
10.
ADD CONTACT PERSON
To add a new contact go to add contact person.

Click on Add contact person.


Fill in the data in the appropriate
fields. All the fields with a * are
mandatory.

If all fields are filled in correctly,
press overview.


Check once again that the data is correct. If you agree click next or go back to change the data.

The new contact person is created successfully.
Pay attention: This feature is only available for key users.
15
11.
MANAGE CONTACT PERSONS
To manage a contact person go to Manage contactpersons.

Click on Manage contactpersons.

1. The number of persons being shown
can be adjusted here.
2. Search through all persons. Make
sure to search on last name.
3. Overview of all persons that can be
managed.

Select the person that needs to be
managed. Click next.







1. Archive a person that is no longer active.
2. Change certain information if needed.
3. Give the selected person permissions to
create or not to create incidents and/or request
for changes.

Check the changes and click next.

Contact person is managed successfully
Pay attention: This feature is only available for
key users.
16
12.
DOCUMENTS
Like the report button this one is not active yet either and will also be activated in the near
future.
This function is nothing more than a folder to gather important information. Ctac as well as
the customer are responsible for this folder. It can be used to collect SLA’s, DAP’s, contracts,
customer information, etc.
17
13.
PORTAL-ACCESS REQUEST
To request portal access for a contact person go to Request portal access.

Click on Request portal access.

1. The number of persons being
shown can be adjusted here.
2. Overview of all persons who can
obtain portal access.

Select the person that needs
access and click next.

Portal access has successfully
requested.


When the portal access is requested a ticket has been made. This ticket will be checked by our
Servicedesk and processing starts. It will take several days to complete this process. When it is
completed, the person will be informed with login details and a guide.
Pay attention: This feature is only available for key users.
Remark: In this overview are all persons listed that do not have a SelfServiceDesk account.
18
14.
CALLS TO BE CLOSED
To close calls go to Calls to be closed.

Click on Calls to be closed.

This overview contains all the calls
that are ready to be closed. Once a
call status changes to finished for
process it appears in this list.

Select the call that needs to be
closed and click next.





Select how satisfied you are. Think about the quality, service and the duration.

Click next.

The call is closed successfully.
Remarks: Giving feedback is not mandatory but it is very appreciated.
19
15.
BRANCH INFORMATION
To manage branch information go to Manage branch information.

Click on Manage branch information.


Select the data you want to
edit.

Edit the information where
needed.

Click on Overview.
An overview will appear with all the changes
that has been made.
 Check the changes.
 Click on Next

The branch information has been changed
successfully.
20
16.
FAQ
Can I change the overview of my open calls?
No, unfortunately you can’t. This overview is made by TOPdesk and is a standard in its software. We simply
cannot change the appearance or the information that is shown. In future TOPdesk versions some
possibilities of changing the appearance and / or information are announced. The release of the next
TOPdesk version is planned later this year.
Can I change my password?
The password has to be changed after the first login. After that you will not be able to change it by yourself.
If you forgot your password you have to contact the Servicedesk which has to create a ticket to reset the
password. We are working on a ‘forget password?’ feature.
How can I get permissions?
Every customer has at least one key user which can provide certain permissions to other users. For now
those rights are may create change or incident. In the future they will be able to provide more permissions
like manage documents and persons.
Can I attach two documents at once when I’m creating a ticket?
No you can’t. You can attach one document while creating a ticket and after it’s created you can attach as
many documents as you please. See chapter open calls.
21
17.
NEED HELP?
Did you read the whole document and still have questions? Have you found any errors, bugs or chances for
improvement?
Please let us know by contacting our Servicedesk. We will try to help you as soon as possible.
E-mail:
Tel:
[email protected]
073-6920678
22

English manual

Transcription

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