Self-service Web application
The Self-service Web application enables all users to submit a
request.
The user may also follow the
evolution of submitted requests.
|
|
In
order to minimise the introduction of unfamiliar terminology to users, the
Self-service Web application uses the generic term “request” to designate an
incident or a service request. |
All incidents and service requests submitted by users
via the Web interface are accessible through the "New" incidents
view located in the incident management module.
When a user submits a request, you will be notified by
means of a “pop-up”, similar to Microsoft Outlook.
Click
here to learn more about the various forms of notifications related to
incident management.
To launch the Web application, click on the item
“Self-service Web application” located in the “Tools” menu.
|
|
To
limit access to the Web application to users from your organisation only, it
is important to email us the range of IP
addresses authorized to access the Web application. |
User
identification
The user must identify him or herself by means of a
Windows user name (option 1) or by his or her first and last name (option 2).
|
|
As
it is not necessary to specify a password in order to identify oneself, a
user could view someone else’s requests. |
The first time a user opens the Self-service Web
application, he or she will be prompted to confirm his or her profile:
Follow-though of requests
Once the user identified, the interface will display
the list of already submitted requests.
- The “status” field informs the user about the progress of his or
her requests. See the diagram
of incident statuses to learn more about the various statuses an
incident may bear.
- The “Description” field is composed of the problem (in blue) and
the detailed description (in black) of the incident. The “[Web]” prefix indicates
that request has been submitted via the Web application.
- To submit a request, the user must click on the “New request” menu
item.
After
clicking on “New request”, the following window will be displayed (this is an example
using a template and instructions):
When submitting his or her request, the user must do
the following, in order:
1-
Select the “Group” to which the request is addressed; for instance, the IT
support center or human resources;
2-
Select the type of request in the list of templates
(a pre-determined type).
A default
template called “Other” is displayed if no template was configured.
A template
sometimes contains instructions such as in the above image.
3-
Input a short description (according to the instructions, if applicable);
4-
Add (if desired) an attachment by clicking on BROWSE. Then
select a file from the browser.
5-
Click on Submit.
Click here if you want
to modify the list of available templates
or the instructions.
- Once the incident submitted, it is possible for the user to receive
a confirmation email.
Click here to learn more
about the various forms of notifications related to incident management.
Location: Index
See also: Incident management module