User Guide for ANECT Service Desk Customers
Contents:
1. Introduction
2. Instructions for submitters of requests for technical support
2.1. Service Desk Initial Page
2.2. Submitting new request
2.3. Description of the request list
2.4. Request detail
2.5. Attaching comments to the request
2.6. Request Resolution
2.7. Automated emails
1. Introduction
The document has been created for ANECT customers that use ANECT Service Desk to help them get acquainted with the main features of the tool.
Service Desk (SD) is an application that provides interface for IT Service Management. It enables customers to file their requests for technical support and it is used for communication between the customers and the support staff resolving the requests (trouble tickets).
Service Desk is an important tool for keeping track of meeting contractual terms and SLAs of the technical support by both ANECT and the customer. In order to resolve requests for technical support in timely fashion it is necessary for all users to use the tool the proper way.
2. Instructions for Submitters of Requests for Technical Support
2.1. Service Desk Initial Page
Each user has been assigned a login and password to access the application.
After entering the link https://servicedesk.anect.com/CAisd/pdmweb.exe into a web browser, the Service Desk login page opens. Use your login name and password to access the SD account.
After the successful login the following page opens.
Picture 1 Initial page
Description of the initial page:
- Name and surname of the logged user. Provides quick identification of the user.
- Link to the page for submitting new requests (= trouble tickets).
- Link to the contact information to Service Desk dispatchers.
- Link for user logout.
- Link to the list of user's active requests.
- Link to the list of active requests for the entire company.
- Link to the home page of the ANECT Service Desk user.
- Brief customer user guide.
- Announcements from administrators and Service Desk dispatchers. It may be useful to read these first before submitting the request, for example when the issue concerns more users and has already been alerted to by another user and is currently being resolved.
- Link to changing password
- Search for a particular request
2.2. Submitting New Request
Requests ( = trouble tickets) for technical support are submitted using the link on the main page (Create a new Request), see Picture 1.
Use Create a new Request whenever a failure of the information system occurs, or whenever you need help or need to change a configuration or a set up. After clicking on the link a dialog opens where you can specify you request for technical support in the Service Desk.
Picture 2 Dialog for submitting new requsts
All required fields are in green.
To submit the request it is necessary to fill in the following fields:
- Category - an active link opens a list of items. Categories vary for each customer according to the types of services ANECT provides him with. Your particular list may therefore differ from that in the following picture.
- Each category requires the user to specify a deadline for the solution of the issue according to the severity of the issue or according to the impact on the whole IS.
- Title - short title of the request
- Description - a detailed description of the request
Picture 3 Service request categories
If the required fields are not filled in the system will notify you after saving the request and the fields that need to be filled in are framed in red.
If you want to specify your request in more detail, please use the field:
- Attachment - runs a wizard for adding an attachment which will enable you to append an attachment - a document or a URL link.
After filling in the requested information save the request by clicking on "Save".
2.3. Description of the Request List
The request list is normally sorted by ticket numbers. The list features various colors for various tickets for better orientation. The list may be sorted by clicking on the underlined title at the top of the column. The black arrow indicates the column which was last used for sorting; see the following picture.
Picture 4 Request List
Meaning of the columns in the request list:
Column title | Column description |
| Request Number/Description | Automatically assigned number to the request in the Service Desk / Title of the request written by the submitter |
| Status | Status of the service ticket (under solution, solved, etc.) |
| Open | Time when the service ticket was entered to the Service Desk by the submitter |
| Category | Category of the request and required time for solution, which was chosen by the submitter / Solution group to which the issue solver belongs |
| Priority/SLA expired | Automatically assigned number from 5 (lowest) to 1 (highest) according to the request type / Time when SLA will expire |
| Submitted/Organization | Name and company of the submitter |
| Processed/Organization | Name and company of the issue solver |
2.4. Request Detail
A detail form gives information about the submitter and the issue solver and it provides information about the request status, request category, title and description of the issue. Also showed are important time particulars such as time of submitting the ticket, time of the last change, time of solution and time of closure of the ticket. Another important part of the form is the information about the title and SLA fulfillment. Further, a history of the request and the list of documents attached to it is shown.
Picture 5 Trouble ticket detail
2.5. Attaching Comments to the Request
Submitters and issue solvers may communicate with one another about the progress of resolving the issues through comments in the Service Desk. The written exchange between the issue solver and submitter is recorded. The other party is notified of a new comments to the request by an automated email from Service Desk.
The comment may be added by clicking on the "Add comment" in the detail view of the request, see picture 56, which shows a simple form for adding text.
Picture 6 Field for entering comments
2.6. Request Resolution
If the solution is reached the issue solver changes the status of the request to the status "Solved" and adds the description of the solution and a closing code. The closing code contains information about whether or not the issue had been resolved, or if the request had been unauthorized. Further it contains information about the type of the final failure and also , for example, if the line or a firewall or a Unix server, etc. went down.
After resolving the issue an email is sent to the submitter which contains a link to a satisfaction survey. If the submitter does not provide his evaluation within one week, the system automatically closes the request with the rating set to "I do not know".
Customer rating of the request resolution is analyzed and is used as a feedback about the customer satisfaction. We invite you therefore to participate in the feedback surveys and thus help us increase the quality of our services.
2.7. Automated Emails
Information about all changes in the status of trouble ticket is automatically sent out by the Service Desk to the submitter, issue solvers and technical support dispatchers via email. The email contains information about the trouble ticket status change and a URL link to the request in the Service Desk where all details can be viewed.
Whenever a risk arises that an SLA (contractual terms for resolution of issues) could be broken a warning message is automatically sent out by Service Desk to responsible managers in ANECT via email and SMS.
Thank you for your cooperation. We wish you a comfortable experience with the new Service Desk.
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