Project Smile Helpdesk -IT Service Desk (Power User) · Our Infrastructure Project Smile...
Transcript of Project Smile Helpdesk -IT Service Desk (Power User) · Our Infrastructure Project Smile...
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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LoginCreate Ticket
View MyTickets
Customer response
Call Acceptance
Search Ticket
Ticket Process
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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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To create a ticket, goto Tickets New Ticket
Here, you will find the ticket creation form
Ticket Logging
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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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- MyTickets: Will display
tickets created by
customer user
- All Tickets
- Open tickets
- Closed Tickets
Tickets Overview
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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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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 by
- Ticket Number
- Sender Name
- Team name
- Subject
- Text
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Search Ticket by-
- Attachment Name
- Priority, Ticket State
- Creation date criteria