IT HELP DESK MANAGEENGINE

SERVICE DESK PLUS TECHNICIAN GUIDE

HOME PAGE
Halaman beranda ServiceDesk Plus memiliki berbagai informasi berguna yang memungkinkan teknisi untuk mengambil
tindakan yang diperlukan.

MY VIEW
My View tab menampilkan informasi melingkupi:

 My Approvals
 My Summary
 My Tasks
 Announcements

MY APPROVALS

Blok ini mencantumkan semua tindakan persetujuan yang akan diambil oleh Anda untuk permintaan layanan dan
pesanan pembelian. Untuk menyetujui atau menolak, klik tombol Ambil Tindakan. Persetujuan untuk permintaan layanan
dan pesanan pembelian hanya dicantumkan jika Anda memiliki izin persetujuan.
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MY SUMMARY
Blok ini menampilkan ringkasan requests, problem and changes ditugaskan ke teknisi yang masuk

 Request Overdue - jumlah dari requests yang terlambat diambil oleh technician yang login

 Requests Due Today - Jumlah permintaan yang diberikan kepada teknisi yang login yang jatuh tempo untuk hari
itu
 Pending Requests - Jumlah permintaan yang tertunda yang diberikan kepada teknisi.
 Approved Changes - Jumlah perubahan yang diberikan kepada teknisi yang login yang disetujui
 Unapproved Changes - Jumlah perubahan yang ditetapkan untuk teknisi yang masuk yang tidak disetujui.
 Pending Problems - Jumlah masalah Terbuka yang diberikan kepada teknisi yang masuk
 Unassigned Problems - Jumlah masalah yang tidak ditetapkan untuk teknisi.

SCHEDULE
Schedule adalah memberikan tampilan kalender jumlah open request, problem, change, Task, dan pengingat untuk
teknisi di bulan yang ditentukan. Dengan menggunakan Bagan Ketersediaan Teknisi, ketersediaan teknisi pada tanggal
tertentu dapat dilihat, berdasarkan permintaan mana yang dapat ditugaskan ke teknisi lain (teknisi cadangan).
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REQUEST LIST TAMPILAN ELEMENTS
Menu drop down filter , menu drop down filter terdiri dari daftar filter default. Anda dapat membuat filter baru, mengelola
filter yang ada, dan memfavoritkan filter yang sering Anda gunakan dari menu ini.
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Tampilan daftar Daftar Task menampilkan tTask untuk teknisi. Task dapat dibuat, diedit atau dihapus dari halaman ini.
Anda juga dapat menyesuaikan tampilan daftar dengan menggunakan opsi berikut.

1. Gunakan ikon ini untuk menambahkan kolom baru di potongan tampilan tugas. (Pustaka Gambar di bawah)
2. Seret dan letakkan bidang untuk mengurutkan bagaimana mereka muncul di snippet tugas. (Pustaka Gambar di
bawah)
3. Urutkan tugas dengan menggunakan opsi pengurutan yang ada di bagian atas. (Pustaka Gambar di bawah)
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ASSIGN REQUESTER DARI TAMPILAN DAFTAR:
Sekarang Anda dapat Assign Requester ke teknisi atau grup dari halaman tampilan daftar Requester itu sendiri.
Untuk Assign Requester ke teknisi / grup,
 Arahkan kursor ke "UnAssign" di kolom 'Assigned ke'. column
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UNASSIGN TECHNICIAN FROM REQUEST

Setiap permintaan akan dimiliki oleh teknisi, yang akan bertanggung jawab untuk menangani permintaan sampai ditutup.

Anda dapat membatalkan penetapan permintaan dari permintaan dan memindahkannya kembali ke status

Unassign Untuk unassign technician,

1. Klick Requests tab di header panel. Kana terbuka di Requests list.

2. Klik tab permintaan yang harus Anda Unassign penetapan teknisi. Ini membuka halaman permintaan

3. Halaman Permintaan Lihat daftar Tugas yang dapat dilakukan pada permintaan di bagian atas halaman. Klik tautan

Assign dan pilih opsi assign dari daftar. Atau, Anda juga dapat unassign teknisi menggunakan opsi edit list. Klik

nama teknisi yang ditampilkan di blok detail permintaan. Ini membuka kotak drop down seperti yang ditunjukkan di

bawah ini. Pilih nama teknisi dari daftar dan klik ikon pilih untuk memilih teknisi lain klik ikon batal.

4. Sekarang pilih opsi NONE dan klik Assign. Permintaan akan di unassign. Jika Anda tidak ingin unassign teknisi,

Anda cukup menutup pop-up dengan mengklik Batal

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START / STOP REQUEST TIMER
Dalam skenario tertentu, teknisi mungkin tidak dapat menutup permintaan karena kurangnya informasi yang diperlukan
atau menunggu tanggapan tertentu dari peminta untuk melanjutkan pekerjaan atas permintaan tersebut. Dalam keadaan
seperti itu, permintaan tetap dalam keadaan terbuka, akhirnya mengarah ke pelanggaran SLA yang mengatur permintaan
tersebut. Juga, waktu yang dibutuhkan untuk menutup permintaan mencerminkan efisiensi dari teknisi yang menangani
permintaan tersebut.

Dengan opsi Start / Stop Timer, Anda dapat memindahkan status permintaan ke On Hold sampai Anda siap untuk
melanjutkan pekerjaan yang sama.

Note: Ketika permintaan dikirim untuk persetujuan kepada otoritas yang bersangkutan, tim helpdesk mungkin tidak
bertanggung jawab atas keterlambatan dalam proses persetujuan. Untuk meminimalkan pelanggaran SLA oleh tim
helpdesk, Anda dapat menghentikan timer secara otomatis untuk permintaan dengan status sebagai ‘menunggu
persetujuan’ menggunakan opsi yang tersedia di Pengaturan Portal Layanan Mandiri.
Timer Permintaan Start / Stop hanya akan berfungsi selama jam operasional yang dikonfigurasi untuk organisasi.

Start / Stop Timer tersedia di bawah menu drop-down Actions di halaman detail Permintaan. Untuk mengakses opsi,
1. Klik tab Permintaan di heeder panel .
2. Klik tautan Subjek dari permintaan di halaman daftar Permintaan. Halaman detail Permintaan ditampilkan.
Stop Timer

Untuk menghentikan pengatur waktu permintaan,

1. Klik Tindakan menu tarik-turun dan pilih opsi Hentikan Timer. Jendela pop-up terbuka, meminta alasan untuk
menghentikan timer.
2. Masukkan alasan yang relevan untuk menghentikan timer di area teks yang disediakan untuk hal yang sama.
3. Klik tombol Add. Status permintaan diubah menjadi On Hold dan alasannya ditambahkan ke riwayat permintaan
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Start Timer
Untuk memulai ulang timer untuk permintaan,

1. Klik Tindakan drop-down menu dan pilih Mulai opsi Timer. Jendela pop-up terbuka, meminta alasan untuk
memulai pengatur waktu.
2. Masukkan alasan yang relevan untuk menghentikan timer di area teks yang disediakan untuk hal yang sama.
3. Klik tombol Add. Status permintaan diubah menjadi Terbuka dan alasannya ditambahkan ke riwayat permintaan.
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REQUEST DEPENDENCY MARKING
Setelah membuat permintaan,
1.Klik tab Tindakan dan pilih Tambahkan dependensi. Tab dependensi hanya akan tersedia untuk dependent Requests

Jendela Pop-up yang memperlihatkan daftar permintaan yang tersedia muncul.

2. Pilih kotak centang permintaan yang diinginkan dan klik Tambahkan Dependency. Dependency sekarang terkait untuk
permintaan yang diinginkan.
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Setelah Dependency telah ditandai, tab dependensi dengan opsi berikut muncul:
Add Dependency : Permintaan lebih Dependent dapat ditambahkan ke permintaan yang diinginkan.
Remove Dependency : Satu atau beberapa permintaan yang ditandai dependent, dapat dihapus
Dependencies : Ketika diklik, peta dependensi maka kita dapat melihat.
Active requests : Ini adalah daftar permintaan aktif dalam grup yang dipilih.
Archived requests : Ini daftar permintaan yang diarsipkan dalam grup yang dipilih.
Kolom terakhir dalam tampilan daftar permintaan menunjukkan Dependency permintaan.

Peta dependensi juga dapat dilihat dengan mengklik /.

Dari peta Dependensy di bawah ini, dapat dipahami bahwa permintaan E tergantung pada permintaan A, B, C dan D.
Hanya ketika semua permintaan tergantung selesai, kolom terakhir permintaan E berubah menjadi hijau. Tetap merah
bahkan jika salah satu dari banyak permintaan tergantung belum selesai.
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Peta dependensi memberikan representasi gambar yang jelas dari permintaan depedensi

.
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Panduan untuk Menambahkan Dependency:
 Untuk pertama kalinya ketika kami mengaitkan permintaan orang tua, permintaan ini akan dianggap sebagai
permintaan terakhir dalam grup dependensi ini, yang bergantung pada semua permintaan lain yang dipilih secara
default. Dan ini dapat diubah dari grafik Depedentsy.
 Permintaan yang dipilih untuk dihubungkan ke grup dependensi akan dianggap sebagai tergantung dari tempat
"Tambah permintaan Depedentsy" ini dilakukan. Dan beragam
 dependensi dapat ditambahkan / dihapus di seluruh permintaan melalui grafik Depedentsy.
Beberapa asosiasi grup Depedentsy dibatasi.
 Permintaan yang tertunda tidak dapat ditandai tergantung pada Permintaan Selesai, jika aturan pembatasan
Depedentsy diaktifkan.
 Jumlah total permintaan dalam grup dependensi tidak dapat melebihi 15 termasuk permintaan ini.
Saat melayang di atas permintaan, id permintaan, status, dan opsi seperti 'pilih orang tua' dan 'hapus' akan muncul.
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Kombinasi warna biru, hijau, kuning dan merah dapat dilihat ketika melakukan tindakan yang berbeda di peta dependensi.
Warna-warna ini menunjukkan yang berikut:
Saat melayang di atas permintaan, permintaan bergantungnya disorot dengan warna biru.

Ketika 'pilih yang paling lama ' dipilih, permintaan anak untuk mana yang lama akan dipilih, akan disorot dengan warna kuning.

ketika yang lama untuk permintaan ditampilkan dalam warna kuning harus dipilih, (yaitu, pada memilih 'pilih yang lama'
pilihan dalam peta dependensi), kemungkinan permintaan yang mungkin dapat dipilih sebagai yang lama, akan disorot.
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Ketika opsi 'hapus' dipilih, kemungkinan permintaan yang dihapus bergantung dari permintaan yang ditampilkan dalam
warna kuning, akan disorot dengan warna merah.

Note:
1.In both archived and trashed requests , 'select parent' option will not be available.
2.The dependency tab will not be visible in trashed requests' details page. It will be visible in archived and active requests'
details page.
3.A dependency cannot be marked between a pending request and completed dependency request.
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SHARE A REQUEST
Share Request allows Technicians to share their Requests with:

 Technicians and selected Support Groups

 Requesters of certain Sites and Departments

This feature helps Technicians and Requesters to access a Request that is beyond their scope of viewing/editing.

Steps to Share a Request:

Step 1: Click on the Share Request option available in the Request details page. You will be taken to the Share Request
section available at the end of the page.

Step 2: Click on Click here link to share the Request. Share window will pop-up.

Step 3: Click on Share to Technician(s) if you want to share with Technicians and Share to Requester(s), if you want

to share it with Requesters.

Share to Technicians: You can share the Request with all Technicians or select the required Technician(s) with whom

you want to share the Request. You can also share the Request with Technicians of certain support groups. Let us

consider a scenario where there is problem with the organization's printer. You can select the Technicians (Eg: Heather

Graham and Howard stern) or select the Hardware Problems support group since the printer problem is related to

hardware. Type-in your comments/suggestions/queries in the comments section. Click Share to share the Request.

Note : View/edit permission for a Shared Request will be the same as the access permissions provided to the Technician

with whom the Request is shared with.

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Share to Requester(s): You can share the Request with all Requesters or select the required Requester(s) with whom
you want to share the Request. You can also share the Request with Requesters of certain selected Site(s) and
Department(s). In our scenario, you can select the Requesters (Eg: Shawn Adams) or select the site and administration/IT
Services department since the printer problem is related to general administration. Type-in your
comments/suggestions/queries in the comments section. Click Share to share the Request.
Note: Requesters can only view the shared Request and not edit it

.
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After successfully sharing a Request, you can view the share details at the end of the Request details page. You can
also edit the details by clicking Edit.

Share Filters in Request List view : You can specifially view the Shared Requests by selecting the appropriate filter
from the list of available filters.
Pending Request shared with me: When this filter is selected, all the Requests in pending status that are shared with
you will be displayed.
Requests shared with me: When this filter is selected, all the Requests that are shared with you will be displayed.
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Include Shared Requests in Reports:

You can include the Shared Requests in the reports that you generate.

Go to Custom settings under Reports and enable Include Shared Requests in the Report Settings pop-up.
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DUPLICATE AN INCIDENT REQUEST

When a single request has multiple issues in it that requires more than a single technician to handle them, then the

request can be duplicated and each of the duplicated requests can have only one issue. This makes it easier for the

technician to take ownership and complete the task independently.

To make multiple copies of a request,

1. Click the Requests tab in the header pane. This opens the request list view page.

2. Click the Subject link of the request that you want to duplicate in the view list page. This opens the Request details

page.

3. Click Duplicate Request option under Actions combo box. A Duplicate Request pop-up window opens, requesting

you to give the number of copies.

4. Enter the number of copies in the text field provided beside the Number of Copies label. The maximum value

you can enter is 9. If you need more than 9 copies of the request, then you need to invoke Copy Request again.

5. Click Copy to make the copies of the request. The new copies of the request will be assigned new request ID that

will uniquely identify them. The rest of the information such as the request details and description remains as it is.

Once you have created the copies of the request, you can edit the same to contain only the necessary information and

assign appropriate technicians. You can modify the request copies by editing the copy of the request.

Note: While copying the request, the Notes, Tasks, Reminders, Resolution and Approval status of the original request

(if any) will not be present in the duplicated requests. Also, the Created Date and Due by Date will be different from that

of the original request.

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DUPLICATING SERVICE REQUESTS

This feature allows the users to create a new service request by duplicating an existing, similar type of service request.

Once the request is duplicated, a new service request page will be shown with the request details copied from the existing

one. The users can also edit the request details.

To duplicate a Service Request,

 Go to the Requests module.

 Select the request you want to duplicate.

 Click on the Actions menu and select Duplicate Request.

 New service request form will be shown with the request details copied from the existing request.

 You can edit the request details. Select the tasks you want to duplicate.

 Click on Add Request.

Note
 Notes and Conversations will not be duplicated.

 Linked or Merged requests will not be duplicated as well.

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LINK REQUESTS

Linking Requests is a feature that primarily provides an option to relate requests to one another and set some references

between them. Secondly, certain common operations such as adding notes, creating resolutions and adding work logs

can also be linked between them.

When two or more requests are linked, one of the requests becomes the "Reference request" and the other requests are

the "Linked requests".

Link requests from the Request List View page

To link two or more requests from the Request List view page,

1. Click Requests tab in the header pane.

2. From the Request List View page, select the requests that need to be linked by enabling the check boxes.

3. Click Actions drop-down menu -> Link Requests option.

Here, among the selected requests, the oldest created request becomes the "Reference request" and the other requests

become the "Linked requests".

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Link requests from the Request Details page

To link two or more requests from the Request details page,

1. Click the Subject link of the request you want to link. This opens the Request Details page.

2. In the request details page, click Actions drop-down menu and select the Link Requests option. This opens a pop-up

window with a list of requests.

3. Select the requests that need to be linked by enabling the check boxes.

4. Click the Link Requests button to link the requests.

In this case, the request through which the linking is done becomes the "Reference request" and other requests are its

"Linked requests". This option is useful when you want to choose a specific request as the Reference request instead of

the oldest created request. A relatively new request can be made as Reference request with older requests related to it as

Linked requests.

In the above example, linking is done through the details page of Request ID 27 and so it is made as the Reference

request. Other older and newer requests (18, 25, 28 and 61) linked to it are its Linked requests.
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Note: Linking requests is different from "Tasks" that are created within requests. Tasks are created in a request so that

the request can be split into various activities and can be assigned to different technicians. All the tasks inside a request

will be considered as a single request. However, Reference requests and the Linked requests are independent requests

with only references set between them.

Attributes of Reference Request and Linked Requests:

1. Any Linked request can be associated with only one Reference request at any time.

2. Even though Linked requests are linked to a Reference request, they will still be considered as independent requests

with their own SLA, Business Rules, and so on.

3. If a Reference request (A) is made as the Linked request of a new Reference request (B), then all the Linked

requests earlier associated to Reference request A will be linked the new Reference request B.

4. Linked requests have their own independent work logs, resolutions and notes. Operations performed over the Linked

requests have no impact over the Reference request. However, any work log, resolution or note added to the

Reference request can be linked to all the Linked requests by enabling corresponding check boxes.

5. Notes added to a Reference request can be made available to the Linked requests by enabling the Add notes to all

linked requestscheck box. The Discussions Notes section in the Linked request details page will show its own notes

and the notes that have been linked from the Reference request. Editing notes in the Reference request has no

impact on the notes that have been earlier linked to the Linked requests.

6. Similarly, work logs added to a Reference request can be made available to the Linked requests by enabling the Add

work log to all linked requests check box. However, any changes made to the work log in the Reference request will

not change the work logs that were earlier linked to the Linked requests.

7. If a resolution written for a Reference request is linked to the Linked requests, then it overwrites any resolutions

earlier added to the Linked requests. Editing resolutions for a Reference request will change the same in the Linked

requests. All resolutions written for a particular Linked request can be viewed under the History tab of that Linked

request. The Click here link opens a pop-up with all resolutions associated with that request. Also, Change Status to

option applies only to the Reference request and does not have any impact on Linked requests upon linking.

8. While viewing a request's details page, indications are shown if there are any requests linked to the current request.

By clicking on this indication, a description box opens and by clicking on the Request ID of the linked requests, one
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can navigate to the requests linked to the current request. Options to remove links between requests are also

provided here.

9. Links between requests can be added, modified and also removed. Each of these operations will be recorded in the

request History.

10. Links can be created between requests belonging to different request templates and even different sites. But, if the

technician who has permissions in the site where the Base request is present does not have permission in the sites

where the Linked requests are present, then the technician will not be able to perform operations on those Linked

requests.

11. Closing and re-opening of requests is independent to both Reference and Linked requests.

12. Requests cannot be linked through API or E-Mail Command features.

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CONFIGURING TASK DEPENDENCIES
When a task is dependent on another task, the task dependency (relationship) between them can be established as
follows:

1. Click Dependencies button

2. Dependencies Map popup will open up

3. Select parent for the dependent task (in this case Install Software is the child task and Provide Desktop/Laptop is the
parent task) by clicking Select Parent icon.
4. Task Dependency will be established as follows:
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PRINT A REQUEST
You can customize the print preview of the request to satisfy your needs. To print a request,

1. Click the Requests tab in the header pane.

2. Select the Title of the request you wish to print.

3. Click Actions drop down list -> Print Preview option. The print preview of the request opens in a pop-up window.

4. By default, all the check box is enable under Select the required information block. To customize the print preview,

disable the check box of the information that is not required. The disabled information disappears from the print

preview.

5. Click the Print menu item from the browser File menu.

6. The default printer associated with your workstation is invoked. Set the required options and click OK. You can

collect the printed copy of the request at the printer that is linked to your workstation.
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SUBMIT REQUEST FOR APPROVAL

For some incident and service requests you may want approval from higher officials before you proceed with resolving the

request. The Submit for Approval option enables you to send an e-mail notification to the user to approve the request.

While most incident requests do not require an approval process, the service requests, on the other hand, may go through

multiple stages of approval. These multiple stages are usually configured while configuring the work flow of a service item.

Refer Service Item - Work Flow under Admin Configurations -> Service Catalog to know more on configuring multiple

stage approval.

Note:

1. The Approvers may be technicians or requesters with permission to Approve Service Request and should possess

an e-mail address in the application.

2. Apart from multiple stage approval, the steps to submit incident and service requests are similar. The topic explains

steps to submit service request for approval

Submitting Service Request for Approval

The Approval Details is usually configured while configuring the Service Request. You can configure up to 5 stages of

approvals for a service request. Each stage may possess one or more approvers.If you have not configured the Approval

Details for a service request and want to submit the request for approval, then

1. Click Requests tab in the header pane.

2. Click the Subject link of the request to submit for approval.

3. In the Request Details page, click Actions drop-down menu and select Submit for Approval option. The Submit

for Recommendation window pops up.

4. Specify the To address in the field. If you want to specify more than two e-mail addresses then use comma as the

separator.

5. By default, the Subject of the e-mail is specified. You can edit the same, if required. The Subject is a mandatory

field.
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6. Specify the relevant Description in the given text field. The $ApprovalLink is a variable and should be available in the

mail to replace the variable with the link where you have the request details.

7. Click Send. An e-mail notification is sent to the users specified in the To address. Using the link in the mail, the

approver can approve/reject the request.

Simultaneously, the Approvals tab appears between the Work Log tab and History tab. The Approvals tab lists the e-mail

address of the approvers, the status of the approval, the date and time of the approval notification, the date and time

when the approver had approved/rejected the request and the comments provided by the approver.

Note: Submitting Incident Requests for Approval follows similar steps (Step 1 to Step 7) as Submitting Service

Request for Approval.

From the Approvals tab of a service request, you can either add the next consecutive approval stages or add another

approver for a stage. You can also resubmit notification to an approver, if required.

Adding Approver to Stage

To add another approver to a stage,

1. Click Add button. The Submit for Recommendation window pops up.

2. Follow Step 4 to Step 7 in Submitting Service Request for Approval to send an e-mail notification to the approver.

Adding an Approval Stage

To add the next approval stage,

1. Click Add Stage button. The Submit for Recommendation window pops up.

2. Follow Step 4 to Step 7 to send an e-mail notification to the approver.

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Multiple Stage Approval

The multiple stage approval are based on the notifications enabled in Work Flow.If Send approval notification

automatically when a service request is raised is enabled, then an approval notification is sent to the concerned

authority each time a service request is raised. If you have configured multiple stages of approvals, then the notification is

sent to the next consecutive stage only on approval from the previous stage i.e., any one approver can approve the

service request.

If All configured approvers have to approve the Service Request is enabled, then its mandatory for all the configured

approvers to approve the service request. If anyone of the approver (at any stage) rejects the service request, then the

request does not proceed to the next stage.

Note: If you have selected more than one approver in a stage, then all the approvers in that stage should approve the

request.
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Resubmitting approval notification

To resubmit the notification to an approver,

1. Select the check box beside the approver and click Send button. A dialog box confirming the operation appears.

2. Click OK to proceed. An e-mail notification is resubmitted to the selected approver.

Deleting an Approver

You can delete an approver from any stage before the approver records his decision. If the approver has recorded his

decision, then the delete icon would not appear.

1. Click the Delete icon beside the approver e-mail address. A dialog box confirming the delete operation appears.

2. Click OK to proceed. The approver is deleted from the list. The deleted approver will not be able to access the link

provided in the e-mail notification.

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REQUEST ICON INDICATIONS:
: Setelah Request dibuat oleh Requester, jika ikon email berubah menjadi hijau, ini menunjukkan bahwa balasan
telah dikirimoleh teknisi.
: Jika ikon surat berubah menjadi merah, ini menunjukkan bahwa Requester telah menjawab, tetapi Request
tersebut belum ditanggapi oleh teknisi.
: Ikon email merah dengan jumlah nomor, menunjukkan jumlah tanggapan yang dibuat oleh Requester
sehubungan dengan respons terakhir yang dibuat oleh teknisi. Setelah teknisi membalas Request, ikon surat
berubah menjadi hijau.
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FLAGS DENOTING 'DELAY BY' TIME AND 'DUE IN' TIME.
: Bendera kuning muncul, ketika permintaan SLA adalah 70% selesai, menunjukkan waktu "Jatuh tempo" tanpa
mempertimbangkan jam non-bisnis.

: Bendera merah muncul ketika permintaan SLA dilanggar, menunjukkan waktu "Tunda oleh".

SLA COLUMN:
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EDIT TIKETING
1. Login dengan menggunakan account technician
2. Pasukan password
3. Sesuaikan domain yang digunakan ,kemudian masuk ke dalam home page service desk plus

4. Setelah masuk klik tab Requester untuk melikan ticketing yang di assing dan yang akan di kerjakan oleh setiap
masing-masing teknisi
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5. Klik tiket yang masuk / tiket yang di assign

6. Kemudian klik tiket yang ingin di edit informasi tiket ini

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7. Klik edit bila tiket tersebut tidak sesuai dengan tiket yang di harapkan

8. Kemudian modify tiket tersebut sesuai dengan tiket yang benar

9. Setelah selesai membenarkan field fieldnya kemudian klik update request

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PICKUP TIKETING
1. Login dengan menggunakan account technician
2. Pasukan password
3. Sesuaikan domain yang digunakan ,kemudian masuk ke dalam home page service desk plus

4. Setelah masuk klik tab Requester untuk melikan ticketing yang di assing dan yang akan di kerjakan oleh setiap
masing-masing teknisi
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5. Klik tiket yang masuk / tiket yang di assign

6. Klik salah satu tiket yang ingin di kerjakan, kemudian pick up

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RESPONE TIKETING
1. Setelah di pick up langkah pertama adalah merespone tiket yang di ambil, ada dua cara untuk merespone tiket
tersebut yang pertama

REPLAY
1.1. Dengan cara mereplay tiket yang kita ambil, klik replay maka tiket tersebut telah di respone

ADD NOTE
1.2. Yang kedua dengan cara add noted
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Kemudian masukan deskripsinya dan jangan lupa ceklis tab box “Consider notes addition as first
respon”

ENTER RESOLUSION
2. Selanjutnya tahap kedua adalah membuat resolusi, tujaunnya untuk menyelesaikan atau mereslove tiket yang telah di
kerjakan, lakukan langkah langkah sebagai berikut
Klik action >> Enter resolusion
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3. Kemudian akan tampil di tab resolusion, masukan deskripsi resolusion incident yang telah di kerjakan

4. Kita dapat memasukan attachment

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ADD WORK LOG
1. Bila kita ceklis kolom box add work log, kita bisa menambahkan estimasi pekerjaan kita dalam menyelesaikan tiket
tersebut

SOLUSION
1. Selanjutnya di tab solusion anda bisa menambahkan kasus yang sudah di selesaikan sehingga dapat memudahkan
pengerjaan tiket yang kasusnya sama dengan sebelumnya

2. Untuk menambahkan solusion ini, ikuti langkah langkah seperti berikut

klik tab pada bagian solusion
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3. Tentukan topic solusion yang ingin di buat

4. Kemudian new solusion untuk menambahkan

1.1. Masukan tittle untuk solusion ini

1.2. Masukan deskripsinya

1.3. Masukan attachment bila di perlukan

1.4. Masukan keyword untuk mempermudah perncarian solusion

1.5. Masukan comment dari solusi ini

1.6. Ceklis colom box untuk menampilkan solusi di portal home sdp
1.7. Kemudian klik add and approval,tunggu sampai admin mengijinkan untuk memplublikasikan solusi ini
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5. Update request statusnya dengan

1.1. resolve (meminta user untuk menclose tiket tersebut)
1.2. closed (bila tiket benar benar solve)
1.3. on hold (bila tiket tersebut dalam tahap proses)
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6. feature mark FCR berarti Resolusi Panggilan Pertama. Teknisi dapat menandai FCR untuk tiket yang telah mereka
tutup dalam satu panggilan atau satu balasan

Bila tahap tahap ini sudah di lakukan maka anda sudah menyelesaikan tiket tersebut…
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HISTORY
Feature History digunakan untuk melihat aktifitas yang terjadi pada tiket, contoh : siapa saja IT teknisi yang menangani
tiket tersebut

1. Login ke Service Desk Plus

2. Klik Tab Requester
3. Klik pada Subject tiket yang ingin dilihat historynya
4. Klik Tab History, disana akan ditampilkan history dari tiket.

CLOSE REQUEST
Ketika seorang pemohon benar-benar puas bahwa permintaannya telah benar-benar diperhatikan dan masalah yang
dilaporkan telah diselesaikan, maka permintaan tersebut dapat dipindahkan ke keadaan tertutup. Anda dapat menutup
satu permintaan atau beberapa permintaan dari modul permintaan.

Saat menutup permintaan di ServiceDesk Plus, Anda perlu memeriksa apakah Kode Permintaan Aturan Penutupan dan
Permintaan Penutupan dikonfigurasi dan diaktifkan di tab Admin -> Konfigurasi Helpdesk. Meminta Aturan Penutup
menyiratkan aturan tertentu saat menutup permintaan seperti mengonfirmasi pengakuan pengguna atas resolusi dan
menyetel parameter permintaan wajib untuk menutup permintaan. Sedangkan, Request Closure Code menunjukkan
alasan di balik penutupan permintaan.
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Close a single request
Untuk Close Request dari halaman detail permintaan,

1. Klik tab Request di panel header. Halaman tampilan daftar Requester terbuka.

2. Klik tautan Subjek dari Requester.

3. Dari halaman detail permintaan yang dipilih, klik Tutup sub tab.

4. Request diClose dan pesan sukses muncul.

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Note :
Jika Anda telah memilih Mandatory Field diisi saat Close Request di Aturan Close Request, lalu masukkan Mandatory
Field dan Close Request
jika anda akan meng-enabled option "Yes, akan muncul notifikasi" untuk confirmasi dari pengakuan users di aturan
Request Closing , lalu Close Request dialog box akan muncul..

ubah status dari on hold menjadi close bila tiket incident ini sudah berstatus solve