Project Smile Helpdesk -IT Service Desk (Power User) · Our Infrastructure Project Smile...

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Project Smile Helpdesk -IT Service Desk (Power User) 1 IT Service Desk

Transcript of Project Smile Helpdesk -IT Service Desk (Power User) · Our Infrastructure Project Smile...

Our Infrastructure

Project Smile Helpdesk-IT Service Desk (Power User)

1IT Service Desk

Our Infrastructure

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Sr. no Content

1. Call Flow Process

2. Ticket Process

3. Ticket Logging

4. Customer Dashboard

5. Customer Response

6. Call Acceptance

7. Search

Table of Content

Our InfrastructureCall Flow Process

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Divisional End User

• Reports the problem to power user

Divisional Power User • Issue not solved, logs a call in OTRS

Process Champion

• Issue not solved, Move ticket to GITL

GITL• Issue not solved, Move

ticket to INFOR

Infor•Move to GITL ask

to raise incident

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Ticket Process

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LoginCreate Ticket

View MyTickets

Customer response

Call Acceptance

Search Ticket

Ticket Process

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Customer Login

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Goto connect.godrej.comE connectE Applications

Link

http://www.gbitservicedesk.godrej.com/otrs/customer.pl

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Customer portal login

Enter your domain login

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Ticket Logging

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To create a ticket, goto Tickets New Ticket

Here, you will find the ticket creation form

Ticket Logging

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Ticket Logging Form

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Select Division

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Select Location

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Select Process Name

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Select Sub Process Name

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Select Product Name

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Select Issue Category

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Select Infor Company

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Select issue Priority level

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Select Team Name

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Subject - Short description of issue

Text – Enter the issue details

Attachment – Attach any document (1 file max size 5 mb)

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Customer Dashboard

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- MyTickets: Will display

tickets created by

customer user

- All Tickets

- Open tickets

- Closed Tickets

Tickets Overview

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Customer Response

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There will be scenarios when consultant might request you for additional

information and keep ticket status as Awaiting Customer Response

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Click on ‘reply’ button

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Ticket Acceptance

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Select the delivered ticket from MyTickets dashboard

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Once ticket is delivered, reply Accept or Reject the ticket as per the solution

provided

Call Acceptance

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Search Ticket

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Search

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Search Ticket by

- Ticket Number

- Sender Name

- Team name

- Subject

- Text

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Search Ticket by-

- Attachment Name

- Priority, Ticket State

- Creation date criteria

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Search output

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Thank You

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