Creating and accessing a help desk issue

DMF

2106** CUSTOMER PORTAL HELP DESK HELP DESK

210601 CUSTOMER PORTAL HELP DESK DOWNLOAD DELIVERABLE

210603 CUSTOMER PORTAL HELP DESK MULTI-COMPANY SUPPORT

A customer can enter a help desk issue online. The help desk management screen can be accessed from the Help Desk menu.

When a help desk issue is created from the Desktop Application, you can decide whether to publish the issue on the Customer Portal.

Before publishing the issue, you have to define users who will be able to view the issues.

1 Go to the Desktop Application > Helpdesk, open an existing issue or create one by clicking on New issue. For more information about creating an issue, refer to Creating an issue.
2 From the issue in modification, go to the Issue tab and check the Customer visible option in the header and save.

The issue can be accessed from the Customer Portal.

1 Go to Help Desk > New.
2 Under the Contract section, specify the fields:
Field Description
Not distributable Check this box if you do not want to publish the issue.
Contract

Select the contract linked to the issue.

If you have the DMF 210603 CUSTOMER PORTAL HELP DESK MULTI-COMPANY SUPPORT and the customer is on the ***** company, you can select a contract on a company different from the company used for connection.
Service Delivery

Service associated with the customer contract.

Select the service linked to the contract. This list only displays services of the selected Contract and for which Not seen in help desk is not checked.

If only one value is possible, it is entered automatically.
Product

Product associated with the contract and the service.

Select the product from the drop-down list. This list only displays products for which both Not seen in help desk and Not seen in issue creation are not checked.

If only one value is possible, it is entered automatically.
Site

Site of the customer associated with the issue.

Select the site from the drop-down list.

If only one value is possible, it is entered automatically.
Version

Version linked the issue.

Select the version from the drop-down list.
Revision

Revision linked to the issue.

Select the revision from the drop-down list.
3 Under the Context section, specify the fields:
Field Description
Type of ticket

Type of the issue.

Select the type from the drop-down list.

If only one value is possible, it is entered automatically.
Severity

Severity of the issue.

The severity is a notion determined by the customer which allows them to arrange in order of importance an issue.

Select the severity from the drop-down list.
Reference 1 and Reference 2

References of the issue.

Those references are entered freely for informational purposes only.
Delivery desired

Desired date for the delivery of the issue.

This date is entered freely for informational purposes.
Functional Area, Module and Function

Domain, module and function associated with the issue.

Select the domain, module and function from the drop-down list.

The Module field is displayed only if there are modules for the Functional Area selected. The Function field is displayed only if there are functions for the Module selected.

If there is only one value available for a field, it is entered automatically.
4 Under the Description section, specify the fields:
Field Description
Title

Title of the issue. This field is required.

Enter the title of the issue in the field.
Error code

Error code related to the issue.

If that is the case, enter a known error code related to the issue.

Ex: 404 Error.
Description

Description of the issue. This field is required.

You can add an image and customize your text using the formatting bar.
Alert reason

Issue alert reason

This field cannot be directly specified.

When creating an issue, if the alert window is displayed, the Alert reason field will display after the creation of the issue the reason specified on this window. If no alert is displayed, the Alert reason will be empty.

The alerts are set up from the maintained product setup in the Desktop Application > Help Desk > Maintained products, then in the Alert on issue tab.
Issue type

Issue type linked to the issue

This field cannot be directly specified.

If an issue type applies on the issue, it will be displayed in the field after the creation of the issue.

Issue types are setup from the Desktop Application in Tools > Setup > Help Desk setup > Issues and tasks > Issue types.
5 Under the Contacts section, specify the fields:
Field Description
Requester, Email and Tel.

Requester behind the issue. The Requester field is required.

Select the contract from the drop-down list.

If you have the DMF 210603 CUSTOMER PORTAL HELP DESK MULTI-COMPANY SUPPORT and 147001 HELPDESK EXTRANET INPUT FOR ANOTHER USER, and the customer is on the ***** company, you can select a requester on a company different from the company used for connection.

The email address and the phone number of the contact are displayed in the Email and Tel. fields.
User, Email and Tel.

User related to the issue.

Select the contact from the drop-down list if they are different from the requester.

If you have the DMF 210603 CUSTOMER PORTAL HELP DESK MULTI-COMPANY SUPPORT and the customer is on the ***** company, you can select a user on a company different from the company used for connection.

The email address and the phone number of the contact are displayed in the Email and Tel. fields.
6 Drop the documents linked to the issue (screenshots, attachments, logs, etc) in the Linked file area. To delete a document, click on .
7 Click on Create.

The issue is created and is automatically assigned a number.

Note

As you select information in the issue, the list of Related FAQs is automatically updated. We recommend you check the list to see if there is an FAQ article that already addresses your issue.

The Related FAQs section is empty if the contract selected is not on the connection company.

1 From a list of issues, click on the desired issue number. You can use available filters from the left part of the screen: status, type, requester, contract, service delivery, etc.
2 The following features are available at the top right of the page:
  • Close,
  • Duplicate,
  • Re-opening,
  • Print.
3 Drop the documents linked to the issue (screenshots, attachments, logs, etc) in the Linked file area. To delete a document, click on .
4 Click on Save to take the modifications into account.

To print summary reports linked to your help desk activities:

1 Click on the Reports tab.
2 Click on the desired report template in the list. The templates that are displayed are the same as the ones in the Help Desk module of the Desktop Application.
3 In the Printing parameters window, specify the information you want to display in the graphs.
4 Click on Print.

The document automatically opens.

The following icons are displayed at the bottom of the page:

  • : enables you to export the list in Excel format. A file is automatically downloaded on your computer.
  • : opens a window that helps you set up the columns that are displayed on the screen.
  • : enables you to reload the list.

You can search for an issue form the various screens depending on the states of issues:

  • Open: allows you to search for issues that have been received or that are being resolved.
  • Resolved: allows you to search for resolved issues.
  • Closed: allows you to search for closed issues.
  • Search: allows you to search for all issues.

If you have the DMF 210603 CUSTOMER PORTAL HELP DESK MULTI-COMPANY SUPPORT and the customer is on the ***** company, all the customer's issues of all companies can be searched and viewed. Otherwise, only the issues of the company used for connection are available.

1 Go to Help Desk > Open, Resolved or Closed.
2 If you know the issue number, enter it in the Ticket # field then click on Ok.
3 If you want to search by Product, select it in the drop-down list and click on Filter.

The list of issues is displayed.

1 Go to Help Desk > Search.
2 Specify the fields relevant for the search: issue number, product, version, etc.
3 Click on Search.

The list of issues is displayed.

For an issue that is resolved or closed externally, it is possible to re-open the issue if you find the initial problem has not been resolved or if the solution provided is not correct.

Note

If the issue must meet a specific deadline for its resolution (Guaranteed Response Time), the contractual deadline is calculated again if the Guaranteed Response Time was not already exceeded before the first resolution.

1 Go to Help Desk > Resolved or Closed.
2 Select the issue you want to reopen to display its detail, then click on the Re-opening icon at the top right of the issue.
3 In the reopening window, specify the following fields:
Field Description
Type of response Select the task type from the drop-down list. This list displays the task types set up with the Reopening issue box checked.
Comment Add a comment for the re-opening. This comment is added to the issue's messages.
4 Click on Re-opening.

The issue is reopened and the closing task (or the last task before re-opening) is completed automatically. A reopening task is created and completed automatically. A new open task is created, that contains the same information than the task preceding the closing task, with the same group and employee assigned to it.

The re-opening message is added in the Customer response of the reopening task.

Example

A correction issue includes the following tasks:

  1. The qualification task.
  2. The software maintenance task.
  3. The delivery task.
  4. The closing task.

When the customer re-opens this issue, two new tasks are added:

  1. The reopening task, which is automatically completed.
  2. A copy of the delivery task.

At any time, you can close an issue that was created by you.

To do so:

1 Open the issue for which you are the author and click on the Close icon.
2 Enter a comment, if necessary. The comment will be added to the external description of the issue's last open task.
3 Click on OK.

The issue is closed.

The PWC_CLOTURE_TXT management rule enables you to set up the way a satisfaction score and comment will be entered and displayed when closing an issue from the Customer Portal. Enable this rule and set up the following information:

Field Description
If Yes, then the closing comment is required

When the Yes option is selected, the closing comment is required.

When the No option is checked, the closing comment is optional.
Satisfaction score input

Enter:

  • 0 to hide the satisfaction score;
  • 1 to display the satisfaction score but its input is optional when closing an issue;
  • 2 to display the satisfaction score and its input is required when closing an issue.
Label displayed above the score

Enter the label to display above the satisfaction score.

If the label is not specified, the label displayed by default will be Satisfaction score.
Number of stars below which the closing comment is required

Enter the number of stars (from 1 to 5 stars) below which a closing comment must be entered.

Example

If you enter 3, the closing comment must be entered if your customer gives a score of 1 or 2 stars.
Default score at the opening

Enter the number of stars (from 1 to 5 stars) given by default when closing an issue.

Example

If you enter 5, the default score will be 5 stars when a customer closes an issue. The customer can keep this default score or modify it before closing the issue.

To send a message from an issue to the Help Desk:

1 Go to the Help Desk menu then open the relevant issue.
2 At the bottom of the issue, write a message in the Messages section then click on Send. Your message is displayed under the issue and can be seen by anyone who has access to this issue.
3 Click on Save.

You receive a delivery receipt in your inbox. Then, you will receive a message with a hyperlink that will redirect you to the Customer Portal where you will be able to see the answer to your message.

Note

You cannot add images to your message. This feature only enables you to send short messages to help you quickly and efficiently communicate with the Help Desk.

DMF 210602 CUSTOMER PORTAL VIEW CHECKBOOKS

To track checkbooks from the Customer Portal, you can access them directly from the dedicated screen.

To do so, click on the Help Desk menu > Checkbooks tab.