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OTRS Help Desk Guide for customers Připravil: Jana Strašková Datum vytvoření: 2015-03-18 Verze: 2
OTRS Help Desk Guide for customers
Připravil:
Jana Strašková
Datum vytvoření:
2015-03-18
Verze: 2
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 2 z 12
Obsah
1 Document status and information .................................................................................................... 3
1.1 Aim of the document .......................................................................................................................... 3
2 Abbreviations used in the document ................................................................................................. 4
3 User documentation ......................................................................................................................... 5
3.1 Simple description of the process ....................................................................................................... 5
3.1.1 Diagram of a ticket life cycle by type ......................................................................................................... 5
3.2 work description for Customer’s workers ........................................................................................... 6
3.2.1 system access ........................................................................................................................................... 6
3.2.2 Welcome screen description ..................................................................................................................... 7
3.3 Functions ............................................................................................................................................. 9
3.3.1 Creating new ticket– status = NEW .......................................................................................................... 9
3.3.2 Doplnění, schválení pracnosti, schválení řešení nebo zamítnutí tiketu/požadavku - status = waiting ... 11
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 3 z 12
1 DOCUMENT STATUS AND INFORMATION
1.1 AIM OF THE DOCUMENT
Aim of this document is to describe user working procedure with AXIOM PROVIS Int., s.r.o. Help Desk system (further API) – OTRS.
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 4 z 12
2 ABBREVIATIONS USED IN THE DOCUMENT
ABBREVIATION DESCRIPTION
API AXIOM PROVIS INT., S.R.O.
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 5 z 12
3 USER DOCUMENTATION
3.1 SIMPLE DESCRIPTION OF THE PROCESS
3.1.1 DIAGRAM OF A TICKET LIFE CYCLE BY TYPE
3.1.1.1 Ticket type „Incident“
3.1.1.2 Ticket type „Service ticket“ and „Change ticket“
Activities Ticket creation
Ticket receipt and processing
Ticket resolving
Statement of the customer
Ticket completion
Ticket status
New In progress Waiting Resolved Closed
Activities Ticket creation
Ticket receipt and labor input
estimate
Acceptance of ticket
labor input estimate
Ticket processing
Ticket resolving
Statement of the
customer
Ticket completion
Ticket status
New In progress WaitingIn
progressWaiting Resolved Closed
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 6 z 12
3.2 WORK DESCRIPTION FOR CUSTOMER’S WORKERS
3.2.1 SYSTEM ACCESS
You can acces the system through http://helpdesk.axiomprovis.cz/ - „Customers’ login“:
For system log in you are required to enter „ User name“ and „Password“
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 7 z 12
3.2.2 WELCOME SCREEN DESCRIPTION
3.2.2.1 Screen layout
Welcome screen with list of your Tickets appears after you log in the system. Ticket overview window contains following information:
TICKET – ticket number
TITLE – topic/short ticket description
STATE – ticket status
OWNER – ticket owner
QUEUE – ticket area
SUB-WAITING STATUS – sub-status for ticket in „Waiting“ stage
CUSTOMER DELIVERY DATE – solution delivery date to the customer
APPROVED HRS. FOR INVOICING – hours approved by the customer
TOTAL NUMBER OF BILLABLE HRS – total number of billable hours
INVOICED – invoiced ticket has Checked attribute
INVOICED DATE – date of invoicing
AGE – age of the ticket (days and hours)
List of tickets by the selected filter is on the initial tab „Tickets“.
Tabs pane lis marked in red:
A) Tab „Tickets“ offers actions: New Ticket- function for creating new ticket – displays the form for creating ticket – see FUNCTIONS My Tickets – overview of your own tickets Company Tickets – overview of tickets of all owners Search – function for searching tickets by various filters – see FUNCTIONS
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 8 z 12
B) Tab „FAQ“ allows you to see favourite answers and questions:
C) Tab „Preferences“ allows you to access custom settings and CHANGE PASSWORD:
D) Tab „Logout“:
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 9 z 12
3.3 FUNCTIONS
3.3.1 CREATING NEW TICKET– STATUS = NEW
Creating a new ticket might be done in more ways:
3.3.1.1 Creating new ticket using Help Desk
Customer creates new ticket using web access http://helpdesk.axiomprovis.cz/ using „Customers’ login“ option.
In tab „Tickets“ choose „New Ticket“ option which opens a form:
In the form you fill fields:
Type – choice selection:
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 10 z 12
To – here you select the queue from the Support area:
Individual queues are determined by product or by region of the product: AHP – product AHP for manufacturing planning Dynamics – CRM – Dynamics CRM product Infrastructure – tickets which are related to infrastructure (i.e. newer SQL server instalation etc.) NAV – Finance – tickets for Finance area in NAV product NAV – Purchase+Sales – tickets for Purchase and Sales area in NAV product NAV – Warehouse – tickets for Warehouse area in NAV product NAV – Manufacturing – tickets for Manufacturing area in NAV product NAV Others – tickets for other areas in NAV product (i.e. Projects, Servces etc.) Share Point
Subject – Short description Text – Short ticket description Attachement – option to enclose a file Priority – choose from the selection:
You send the ticket by pressing „Submit“ button.
3.3.1.1 Creating new ticket via email
Creation of a new ticket might customer do by sending an email on [email protected].
Ticket created in this way is created with type „Unclassified“ and priority „Low“.
Email sent to a certain AXIOM PROVIS employee is not considered a registered ticket.
If you want to reply via email on a certain ticket, then you have to state the number of the ticket as a subject as following: [Ticket#xxxxxxxx], where xxxxxxxx is the number of the ticket from Help Desk. In case that the ticket number will not be properly stated in the subject, new ticket will be created in Help Desk and the system will become disorganized.
I.e.: [Ticket#79000687]
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 11 z 12
3.3.2 TICKET SUPPLEMENTING, LABORIOUSNESS APPROVAL, SOLUTION
APPROVAL OR REJECTION - STATUS = WAITING
If ticket is in „WAITING“ state, it is expected to react fast:
Tickets in „WAITING“ state might have sub-states:
Waiting for more detail – ticket is waiting for more specification from the customer
Waiting for customer test – ticet is resolved and is waiting for solution approval from the customer
Waiting to estimation approval – ticket is waiting for labor input estimate approval from the customer
On hold – ticket is on hold and is waiting for a new realization input date
Choose a ticket from the list of tickets and click on it:
You will see a from of the selected ticket with all vital information on the right of the screen:
AXIOM PROVIS Int., s.r.o., Pod Vrškem 5360, 760 01 Zlín, Phone: 00420 577 113 11 The Company is registered in the public register kept at the Regional Commercial Court in Brno, Section C, File 3822; www.axiomprovis.cz, e-mail: [email protected] Page 12 z 12
By pressing the „Reply“ button, a form for your reaction opens:
Fill fields:
Text – fill in your reaction Next state – offers options:
- By default, the state is set to „1-New“ – you leave this when you approve labor input estimate or when
you return the ticket as refused – it is still incomplete (an error has occured during test etc.).
- You set the state „4-Resolved“ in case the ticket is approved and solved.
- System offers you state „5-Closed“ – do not use this state, it is only for us as your supplier. We use this state to switch the status of the ticket after invoicing of the work done and after final closing.
