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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

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1 Login

To log in to the NTT Data Helpdesk Application, go to http://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)

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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.

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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.

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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:

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2.1.4 Viewing tickets

To view an existing ticket, double-click it’s entry and the ticket opens in a new browser window.

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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 sub-mit-mode:

Fill in all mandatory fields (short- and detail description, category, type, priority) and press submit to create the new ticket.

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2.2.2 Problemticket – Overview

On the ticket’s overview- tab, you can find general information about the ticket, such as: prob-lem description, type, priority, category, status. Note that theses fields are only editable when creating a new ticket.

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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.

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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, direc-tion, contact person, etc.

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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 con-tact form opens in a new window in submit mode:

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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:

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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: