Solvedirect Userguide Sony DADC IT
Sony DADC Austria
Userguide
Solvedirect
Tickettool
Helpdesk
Information Systems
DigitalWorks
Version 1.3
Sony DADC Global | Sonystrasse 20 | A- 5081 Anif, Salzburg | http://www.sonydadc.com
Phone +43 (0) 6246-880 110 (Systems, Operation & Support) 120 (Applicationsupport) | E-mail
[email protected]
Solvedirect Userguide Sony DADC IT
Inhaltsverzeichnis
1.
HISTORY ............................................................................................................ 3
1.1 History ........................................................................................................................... 3
2.
LOGINPAGE ....................................................................................................... 4
2.1 Login to Tickettool ....................................................................................................... 4
2.2 Logout from Tickettool ................................................................................................ 4
3.
TICKET OVERVIEW ........................................................................................... 5
4.
CONTACT „INFORMATION SYSTEMS“ - HELPDESK .................................... 6
4.1 Create new Ticket......................................................................................................... 6
4.2 Cancel a Ticket ............................................................................................................. 8
4.3 Re-Open a Ticket........................................................................................................ 10
4.4 Answer an Information Request............................................................................... 12
4.5 Close a Ticket.............................................................................................................. 16
5.
CONTACT „DIGITALWORKS“ – HELPDESK................................................. 18
5.1 Create new Ticket....................................................................................................... 19
5.2 Re-Open a Ticket........................................................................................................ 20
5.3 Close a Ticket.............................................................................................................. 21
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1. HISTORY
Document created from
Sony DADC Austria AG
IT-Department
Sonystrasse 20
5081 Anif
Austria phone: +43-6246-880-0
1.1 History
Date Version
16.11.2009 1.0
01.12.2009 1.1
22.04.2010 1.2
12.05.2010 1.3
Author
G. Angerer
G. Angerer
G. Angerer
F. Bliem
Changes
Initial
Add Servicerequest
Update DigitalWorks
Chart for DW added
Distribution
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2. LOGINPAGE
2.1 Login to Tickettool
Sony DADC IT
Access the login page with http://helpdesk.sonydadc.com
You can claim your personal userid and password from our Helpdesk team.
2.2 Logout from Tickettool
To leave the helpdesk application click the "Logout" button on the right hand side on top of the screen.
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3. TICKET OVERVIEW
Sony DADC IT
This screen shows all active tickets assigned to the „login user“. For more details click on the corresponding TicketID or the “view symbol”
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4. CONTACT „INFORMATION SYSTEMS“ - HELPDESK
4.1 Create new Ticket
Click on “New Troubleticket” or “New Servicerequest” to open an empty form for a new ticket. (“New Troubleticket DW” is not available for all users)
If something goes wrong and you cannot continue with your work use the
“Troubleticket” to inform the IT-Helpdesk, that a service / system is not working properly.
To request something from the IT-Helpdesk, that is necessary or helpful for your work use the “Servicerequest”.
Examples for Servicerequests
•
Request for information or advice how a system is working
•
Installation of software on your PC / Laptop
•
Setup a new printer queue
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Process the following steps:
1) Select „Affected System“ to tell the Helpdesk which system is not working properly.
After a click on the symbol for “Affected System” a list of possible systems appear on the right hand side of the screen.
Click with the mouse on the one which your ticket is related to.
2) Choose a priority
3) Write down a detailed description in the description field
4) Only for DC’s: Select the “Application Group”.
5) To attach a file click the button and then on the search button or enter the filename which you want to upload manually.
6) Save the ticket.
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creates a new ticket and jumps to a read only view. creates a new ticket and jumps to the overview screen. resets the screens.
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7) You can see the new tickets in the overview screen and the ticket appears also in the workload of the Helpdesk.
4.2 Cancel a Ticket
You can cancel a ticket, if further processing from the Helpdesk is no longer necessary.
Process the following steps:
1) Select the corresponding ticket from the overview screen by clicking on the
TicketID.
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2) Click on the action “cancel” on the right hand side of the screen (Select action area)
3) Write a short message for the Helpdesk into the field “Remark” and press
“Save+Back to list”.
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The ticket is no longer shown in the overview screen. To see all closed / cancelled tickets change the filter to “Only Closed” and click the button .
4.3 Re-Open a Ticket
You can followup the various status changes in the overview screen. After solving a ticket by the Helpdesk you will get a mail notification.
If it is necessary to re-open a ticket, process the following steps:
1) Select the corresponding ticket from the overview screen by clicking on the
TicketID.
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2) Click on the action “re-open EU” on the right hand side of the screen (Selected action area).
3) Write a reason in the field “Remark” and press the Save-Button.
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4.4 Answer an Information Request
If the Helpdesk needs further information to solve your request, an information request will be raised to you via the Tickettool.
You will receive a mail notification.
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Do not reply with a mail.
Use the quicklogin in the mail header to login to the system without entering userid and password.
Click on the URL http://helpdesk.sonydadc.com/quicklogin and you can answer the ticket immediately.
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Click on the action “provide info” at the right hand side of the screen to enter the next screen write the answer into the field “Answer:”
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and press the Save-Button.
Leave the screen with the Logout-Button.
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4.5 Close a Ticket
A mail notification will inform you if a Ticket has been solved.
These tickets are shown in the overview screen with status “Solved”.
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We keep these tickets for five working days and you have the possibility
•
to re-open a ticket. (see chapter 6).
•
to close a ticket
After this period the system will close all the tickets with status “Solved” automatically.
To close a ticket manually:
1) Select the corresponding ticket from the overview screen by clicking on the
TicketID.
2) Select the action “close EU” on the right hand side of the screen (Selected action area)
3) Press the button .
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5. CONTACT „DIGITALWORKS“ – HELPDESK
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5.1 Create new Ticket
Click on “New Troubleticket DW” to open an empty form for a new ticket.
Process the following steps:
1) Select „Affected System“ to tell the Helpdesk which system is not working properly.
After a click on the symbol for “Affected System” a list of possible systems appear on the right hand side of the screen.
Click with the mouse on the one which your ticket is related to.
2) Choose a priority
3) Write down a detailed description in the description field
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4) To attach a file click the button and then on the search button or enter the filename which you want to upload manually.
5) Save the ticket. creates a new ticket and jumps to a read only view. creates a new ticket and jumps to the overview screen. resets the screens.
6) You can see the new tickets in the overview screen and the ticket appears also in the workload of the Helpdesk.
5.2 Re-Open a Ticket
You can followup the various status changes in the overview screen. After solving a ticket by the Helpdesk you will get a mail notification.
If it is necessary to re-open a ticket, process the following steps:
1) Select the corresponding ticket from the overview screen by clicking on the
TicketID.
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2) Click on the action “re-Open” on the right hand side of the screen (Selected action area).
3) Write a reason in the field “Remark” and press the Save-Button.
5.3 Close a Ticket
A mail notification will inform you if a Ticket has been solved. These tickets are shown in the overview screen with status “Solved”.
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We keep these tickets for five working days and you have the possibility
•
to re-open a ticket. (see chapter 6).
•
to close a ticket
After this period the system will close all the tickets with status “Solved” automatically.
To close a ticket manually:
1) Select the corresponding ticket from the overview screen by clicking on the
TicketID.
2) Select the action “close EU” on the right hand side of the screen (Selected action area)
3) Press the button .
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