EG Service Desk Web Access Guide for End Userservicedesk.mampu.gov.my/WebAccess/Content/KnowledgeBase/Man… · EG Service Desk Web Access Guide for End User Page 2 Acceptance This

UNIT PEMODENAN TADBIRAN DAN PERANCANGAN MALAYSIA (MAMPU)

EG Service Desk Web Access

Guide for End User

LANDesk Service Desk System

EG Service Desk Web Access Guide for End User

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Acceptance

This Acceptance Certificate confirms that the EG Service Desk Web Access Guide

for End User has been prepared in accordance as below.

For and on Behalf of Intisari Tuah:

Prepared By

Name Dodiy Munadi Date

Title Solution Consultant

Reviewed By

Name Sherlyn Low Cheah Hui Date

Title LANDesk Team Manager

Approved By

Name Muhammad Azmi Hamzah Date

Title Project Manager

For and on Behalf of MAMPU:

Reviewed By

Name Puan Sharifah Noorjuliana bt. Syed Salim Date

Title Senior Assistant Director

Approved By

_________________________________________

Name Puan Safiah bt. Ghani Date

Title Deputy Director


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Change History

Date Doc

Version Change Description/Details

Prepared

By

01/02/2012 1.0 Document creation Dodiy

14/02/2012 2.0 Add Knowledge Base Dodiy

27/02/2012 3.0 Add Contact Us Dodiy

08/03/2012 4.0 Add Group Policy for Single-Sign On Dodiy


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Table of Contents

1 Introduction ................................................................................................................................. 6

1.1 Overview .............................................................................................................................. 6

2 Setup Your Web Browser for Single-Sign On ....................................................................... 7

2.1 Set Trusted Sites................................................................................................................... 7

2.2 Set Current User name and Password ......................................................................... 8

3 Access EG Service Desk Web Access ................................................................................ 10

3.1 Login to EG Service Desk Web Access ...................................................................... 10

4 Support Me Dashboard ......................................................................................................... 12

4.1 Creating a New Incident ticket ................................................................................... 13

4.1.1 Incident Status .......................................................................................................... 14

4.1.2 Affected User Details .............................................................................................. 14

4.1.3 Affected Location ................................................................................................... 15

4.1.4 Incident Details ......................................................................................................... 16

4.1.5 Creation Details ........................................................................................................ 17

4.2 Working on Incident ticket ............................................................................................ 17

4.2.1 Add Attachment...................................................................................................... 18

4.2.2 Add Comment ......................................................................................................... 19

4.2.3 Survey .......................................................................................................................... 20

4.2.4 Support Team Working on Incident .................................................................... 20

4.3 Creating a New Service Request ticket .................................................................... 22

4.3.1 Service Request Status ........................................................................................... 22

4.3.2 Affected User Details .............................................................................................. 22

4.3.3 Service Request Details .......................................................................................... 23

4.3.4 Creation Details ........................................................................................................ 24

4.4 Working on Service Request ticket ............................................................................. 24

4.4.1 Add Attachment...................................................................................................... 25

4.4.2 Add Comment ......................................................................................................... 26

4.4.3 Survey .......................................................................................................................... 27

5 Knowledge Base ...................................................................................................................... 29

5.1 Search Article and Document ..................................................................................... 29

6 Preferences ................................................................................................................................ 30


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6.1 Set Time Zone .................................................................................................................... 30

6.2 Change Password ........................................................................................................... 30

6.3 Log Off from EG Service Desk system ........................................................................ 31

7 Contact Us ................................................................................................................................. 32

7.1 Email .................................................................................................................................... 32

7.1.1 Send email to create Incident ticket ................................................................. 32

7.1.2 Send email to create Service Request ticket .................................................. 32

7.2 Telephone .......................................................................................................................... 32

7.3 SMS (Short Messaging Services) ................................................................................... 32

7.3.1 SMS Create Incident ............................................................................................... 32

7.3.2 SMS Create Service Request ................................................................................ 32

7.3.3 SMS Check Status of Ticket ................................................................................... 33


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1 Introduction

1.1 Overview

This documentation functions as a guideline for End User to use MAMPU EG Service

Desk Web Access.


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2 Setup Your Web Browser for Single-Sign On

The following steps need to be done only at first time to access into EG Service Desk

and it only apply to users those are the staff of MAMPU and their computer/laptop

had join the domain MAMPU.

2.1 Set Trusted Sites

1. In your computer/laptop, go to Control Panel. Go to Start Control Panel

For Windows XP, change the view by select “Switch to Classic View”.

For Windows Vista/Windows 7, change the view by select “Large icons”.

2. Select the Internet Options icon. . Internet Properties

window displayed.


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Figure 1.1: Internet Properties window

3. Select Security tab and select Trusted Sites. Select Sites button. Trusted Sites

window displayed.

4. In the field “Add this website to the zone:”, key in

http://servicedesk.mampu.gov.my and click button Add.

5. Please make sure do NOT tick the checkbox “Require server verification

(https:) for all sites in the zone”.

6. After you had done, click button “Close”. Trusted Sites window will be

disappeared.

2.2 Set Current User name and Password

7. In Internet Properties window, click button “Custom Level”. Security Settings –

Trusted Sites Zone window will be displayed.

http://servicedesk.mampu.gov.my/


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Figure 1.2: Security Settings – Trusted Sites Zone window

8. Scroll down the Settings screen until you find User Authentication. Select

“Automatic logon with current user name and password”

9. Click button “OK”. There will be warning pop up message displayed, click

button “Yes”.

10. In Internet Properties window, click button “OK”. Internet Properties window

will be disappeared.

11. Close Control Panel window.


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3 Access EG Service Desk Web Access

3.1 Login to EG Service Desk Web Access

1. MAMPU EG Service Desk can be access with following web address

http://servicedesk.mampu.gov.my

2. If you are already join the MAMPU domain and login to Windows by using

your MAMPU account, you will be skipped the login screen by system and

system will automatically log in you into the EG Service Desk. This is called

“Single-Sign On”.

3. To log into the system, you have to key in User name and Password.

Figure 2.1: MAMPU EG Service Desk Login Screen

4. If entered User name and Password is incorrect, the following error message

will be displayed on the login screen.

Figure 2.2: MAMPU EG Service Desk Login Error Screen

5. For “Single-Sign On”, you will get this window if you not using your MAMPU

account.

http://servicedesk.mampu.gov.my/


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Figure 2.3: Authentication Required window

6. If you click Cancel, the following error message will be displayed in web

browser.

Figure 2.4: 401 - Unauthorized error message

7. If you are still unable to login, please verify that the entered User name and

Password is the same with the one saved in EG Service Desk system. Please

contact Helpdesk Agent if you still unable to login.


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4 Support Me Dashboard

1. The following screen is for End User. It gives access to the tickets those you

had submitted and/or created by Helpdesk for you.

2. However, there are limited actions can be performed by End User that will be

discussed in this document later.

Figure 3.1: Support Me Dashboard

3. The following table is quick definition for Support Me Dashboard

Item Definition

Help Me…

a. Create Incident This shortcut is to create/raise new incident ticket.

b. Create Service

Request

This shortcut is to create/raise new service request ticket.

Open Incidents

Submitted By Me

This panel will show the list of Open Incident tickets those

had been submitted by you and/or created by Helpdesk for

you.

Open Service Requests

Submitted By Me

This panel will show the list of Open Service Request tickets

those had been submitted by you and/or created by

Helpdesk for you.

View Cases Submitted By Me

a. Open Incidents

Submitted By Me

This shortcut will show the list of Open Incident tickets those

had been submitted by you and/or created by Helpdesk for

you.

b. Open Service

Requests Submitted By

Me

This shortcut will show the list of Open Service Request tickets


Helpdesk for you.

c. All Incidents Submitted

By Me

This shortcut will show the list of All Incident tickets those had

been submitted by you and/or created by Helpdesk for you.


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d. All Service Requests

Submitted By Me

This shortcut will show the list of All Service Request tickets


Helpdesk for you.

e. Incidents Awaiting My

Survey

This shortcut will show the list of Incidents those need you to

complete the survey.

f. Service Requests

Awaiting My Survey

This shortcut will show the list of Service Requests those need

you to complete the survey.

Figure 3.2: Table of Definition for Support Me Dashboard

4.1 Creating a New Incident ticket

1. You are able to raise a new Incident. To raise new Incident, in Support Me

Dashboard, go to Help Me… panel and click on Create Incident.

2. New Incident screen will be displayed as the following, with the Created By

and Updated By field defaulted to the logged user.

Figure 3.3: New Incident Screen

3. Please note that field in Red is the mandatory field. The system would not

allow you to save a new ticket if the mandatory field is blank.

4. As you can see, there are three buttons which are “Save and Close”, “Save”,

and “Cancel”. Please see the definition of these buttons at below table.

Button Description

Save and Close When you click this button, every change you made will be saved

and the current screen will close and display back the previous

screen.

Save Every change you made will be saved but will not close the current


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screen.

Cancel When you click this button, every change you made will NOT be

saved and the current screen will close and display back the previous

screen.

4.1.1 Incident Status

In this panel, there are Ticket ID, Status, and Helpdesk Analyst fields.

Ticket ID: display the ticket reference number.

Status: display the status of Incident ticket.

Helpdesk Analyst: display the Helpdesk agent that handles this ticket.

You are not able to do anything in this panel as it only to display the Incident

Ticket ID, status and Helpdesk agent who working in this ticket.

4.1.2 Affected User Details

5. If the Affected User is your name, please leave this field in blank. When you

save new Incident, this field will automatically fill in your name.

6. You can select the Affected User by click in the “Name” field or click at

icon. Drop down will appear and show list of users. Instead, you can key in

name of person and the drop down will show you the list of users that meet

what you had key in.

Figure 3.4: List of users in Name drop down

7. To select a user click at the desired Name. For an example, to select “Abdul

Manan Saidun” as the affected user, you can click at “Abdul Manan Saidun”

name.


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8. “Abdul Manan Saidun” name is now displayed at the Affected User details.

4.1.3 Affected Location

9. You can select the Parcel by click in the “Parcel” field or click at icon.

Drop down will appear and show list of Parcel. Instead, you can key in name

of Parcel and the drop down will show you the list of Parcel that meet what

you had key in.

Figure 3.5: List of Parcels

10. To select a Parcel click at the desired Parcel. For an example, to select

“Cyberjaya” as the affected Parcel, you can click at “Cyberjaya”.

11. “Cyberjaya” is now displayed at the Parcel.

12. You can select the Building by click in the “Building” field or click at icon.

Drop down will appear and show list of Building. Instead, you can key in name

of Building and the drop down will show you the list of Building that meet what

you had key in.

13. Please note that list of Building will list based on Parcel you selected.


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Figure 3.6: List of Buildings

14. To select a Building click at the desired Building. For an example, to select “B-

Aras 4” as the affected Building, you can click at “B-Aras 4”.

15. “B-Aras 4” is now displayed at the Building.

16. In Affected Location panel, you will see the parcel and building you selected.

4.1.4 Incident Details

17. You must key in the summary of your Incident in “Title” field. For an example,

you have problem with access to internet, key in your summary in “Title” field.

18. In “Description” field, you can elaborate more the problem you have in

details to make Helpdesk more understand with your problem.

Figure 3.7: Incident Details panel in New Incident screen


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19. You can select the Category by click in the “Category” field or click at

icon. Drop down will appear and show list of Category.

20. To select a Category click at the desired Category. For an example, to select

“Network” as the Category, you can click at “Network”.

21. “Network” is now displayed at the Category.

4.1.5 Creation Details

In this panel, there are Created On followed by By (Created By), and Updated On

followed by By (Updated By) fields.

Created On: display date and time when Incident created.

Created By: display the name of user who create Incident.

Updated On: display latest date and time when Incident updated.

Updated By: display the latest user who update Incident.

You are not able to do anything in this panel as it only to display date and time

when create and update the Incident and a user who create and update the

Incident.

4.2 Working on Incident ticket

There are a few actions available can be performed by End User in Incident ticket.

The actions are Add Attachment, Add Comment, and Survey. You can see available

actions in the Actions panel at left side of Incident screen.

Figure 3.8: Actions panel


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4.2.1 Add Attachment

1. To attach document or file to Incident ticket, you can click the action “Add

Attachment” in the Actions panel.

2. New Attachment screen is displayed. Key in the title for your attachment in

“Title” field.

3. Click “Browse” button to select the file to be uploaded or you can click at the

“Attachment Document” field instead.

Figure 3.9: New Attachment screen

4. “File Upload” window will be displayed. Choose a file to be uploaded and

click “Open” button.

Figure 3.10: File Upload window


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5. You can see in “Attachment Document” field there will be the path location

to your file that you already uploaded.

6. Click “Save and Close” button to save and close the screen.

7. If you want to see back the attachments had been uploaded, go to the

bottom of Incident screen and there will be displayed the Attachment tab

and it will list the attachments had been uploaded for this Incident ticket.

Figure 3.11: Attachments Tab

4.2.2 Add Comment

1. To add comment or remarks to Incident ticket, you can click the action “Add

Comment” in the Actions panel.

2. New Comment screen is displayed. Key in the comment in “Description” field.


Figure 3.12: New Comment screen

4. If you want to see back the comments, go to the bottom of Incident screen

and there will be displayed the Comments tab and it will list the comments

created for this Incident ticket.


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Figure 3.13: Comments Tab

4.2.3 Survey

1. Survey action only available when the Incident ticket had been resolved by

Support Team. You can click at “Incidents Awaiting My Survey” shortcut to

see the Incidents those need you to do the survey.

Figure 3.14: Action “Survey” in the Action panel

2. You can click the action “Survey” and new Incident Survey screen will be

displayed.

3. Complete the survey by choose the answer provided. After completed, click

button “Save and Close” to save the change you made and close the

screen.

Figure 3.15: New Incident Survey screen

4.2.4 Support Team Working on Incident

1. You can see the Support Team that working on your Incident ticket. If you

want to see the Support Team, go to the bottom of Incident screen and there

will be displayed the Assign Support Group Collection tab and it will list the

Support Team those working on this Incident ticket.


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Figure 3.16: Assign Support Group Collection Tab


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4.3 Creating a New Service Request ticket

1. You are able to raise a new Service Request. To raise new Service Request, in

Support Me Dashboard, go to Help Me… panel and click on Create Service

Request.

2. New Service Request screen will be displayed as the following, with the

Created By and Updated By field defaulted to the logged user.

Figure 3.17: New Service Request Screen

3. Please note that field in Red is the mandatory field. The system would not

allow you to save a new ticket if the mandatory field is blank.

4.3.1 Service Request Status

In this panel, there are Ticket ID, Status, and Helpdesk Analyst fields.

Ticket ID: display the ticket reference number.

Status: display the status of Service Request ticket.

Helpdesk Analyst: display the Helpdesk agent that handles this ticket.

You are not able to do anything in this panel as it only to display the Service

Request Ticket ID, status and Helpdesk agent who working in this ticket.

4.3.2 Affected User Details

4. If the Affected User is your name, please leave this field in blank. When you

save new Service Request, this field will automatically fill in your name.


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5. You can select the Affected User by click in the “Name” field or click at

icon. Drop down will appear and show list of users. Instead, you can key in

name of person and the drop down will show you the list of users that meet

what you had key in.

Figure 3.18: List of users in Name drop down

6. To select a user click at the desired Name. For an example, to select “Abdul

Manan Saidun” as the affected user, you can click at “Abdul Manan Saidun”

name.

7. “Abdul Manan Saidun” name is now displayed at the Affected User details.

4.3.3 Service Request Details

8. You must key in the summary of your Service Request in “Title” field. For an

example, you request to have a meeting, key in your summary in “Title” field.

9. In “Description” field, you can elaborate more the request in details to make

Helpdesk more understand with your request.


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Figure 3.19: Service Request Details panel in New Service Request screen

10. You can select the Category by click in the “Category” field or click at

icon. Drop down will appear and show list of Category.

11. To select a Category click at the desired Category. For an example, to select

“Meeting – EG Help Desk” as the Category, you can click at “Meeting” > “EG

Help Desk”.

12. “Meeting – EG Help Desk” is now displayed at the Category.

4.3.4 Creation Details

In this panel, there are Created On followed by By (Created By), and Updated On

followed by By (Updated By) fields.

Created On: display date and time when Service Request created.

Created By: display the name of user who create Service Request.

Updated On: display latest date and time when Service Request updated.

Updated By: display the latest user who update Service Request.

You are not able to do anything in this panel as it only to display date and time

when create and update the Service Request and a user who create and update

the Service Request.

4.4 Working on Service Request ticket

There are a few actions available can be performed by End User in Service Request

ticket. The actions are Add Attachment, Add Comment, and Survey. You can see

available actions in the Actions panel at left side of Service Request screen.


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Figure 3.20: Actions panel

4.4.1 Add Attachment

1. To attach document or file to Service Request ticket, you can click the action

“Add Attachment” in the Actions panel.

2. New Attachment screen is displayed. Key in the title for your attachment in

“Title” field.

3. Click “Browse” button to select the file to be uploaded or you can click at the

“Attachment Document” field instead.

Figure 3.21: New Attachment screen

4. “File Upload” window will be displayed. Choose a file to be uploaded and

click “Open” button.


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Figure 3.22: File Upload window

5. You can see in “Attachment Document” field there will be the path location

to your file that you already uploaded.


7. If you want to see back the attachments had been uploaded, go to the

bottom of Service Request screen and there will be displayed the

Attachment tab and it will list the attachments had been uploaded for this

Service Request ticket.

Figure 3.23: Attachments Tab

4.4.2 Add Comment

1. To add comment or remarks to Service Request ticket, you can click the

action “Add Comment” in the Actions panel.


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2. New Comment screen is displayed. Key in the comment in “Description” field.


Figure 3.24: New Comment screen

4. If you want to see back the comments, go to the bottom of Incident screen

and there will be displayed the Comments tab and it will list the comments

created for this Service Request ticket.

Figure 3.24: Comments Tab

4.4.3 Survey

1. Survey action only available when the Service Request ticket had been

resolved by Support Team. You can click at “Service Request Awaiting My

Survey” shortcut to see the Service Requests those need you to do the survey.

Figure 3.25: Action “Survey” in the Action panel

2. You can click the action “Survey” and new Service Request Survey screen will

be displayed.


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3. Complete the survey by choose the answer provided. After completed, click

button “Save and Close” to save the change you made and close the

screen.

Figure 3.15: New Service Request Survey screen


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5 Knowledge Base

5.1 Search Article and Document

1. To search article or document related with your problem, you can do it by

key in the word in Search field at top of the screen.

2. For an example, key in “Computer” in Search field. Search results screen will

displayed and will list the results match with your keyword.

Figure 4.1: Search Results Screen

3. Select desired result to see the details. Article screen will be displayed and

you can see the description and the solution of the article.

Figure 4.2: Article Screen


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6 Preferences

6.1 Set Time Zone

1. To set time zone, go to the Preferences icon at Top-Right of the screen.

Click it and My Preferences screen will be displayed.

2. At “Time zone” field, select “(UTC+08:00) Kuala Lumpur, Singapore” for your

time zone.

3. Please note that the time zone you selected will affect date and time of your

ticket. Please choose the Time Zone wisely.

4. Click “Save and Close” to save and close the change you had made.

Figure 5.1: Time zone selection

6.2 Change Password

1. To set new password, go to the Preferences icon at Top Right of the

screen. Click it and My Preferences screen will be displayed.

2. There will be button “Change Password” available. Click it and Change

Password window displayed.

3. Key in your current password in “Current Password” field. In “New Password”

and “Confirm Password” field, key in your new password.

4. Click button “OK” to save the change you made.

Figure 5.2: Change Password window


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6.3 Log Off from EG Service Desk system

1. To log out from EG Service Desk system, there is Log Off icon at Top-Right of

the screen. Click on it and you will be log out from the system.


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7 Contact Us

EG Service Desk can be contacted via these channels.

7.1 Email

You can send email to [email protected] either to create ticket/request

or ask the ticket status.

7.1.1 Send email to create Incident ticket

In your email’s subject, please insert this “INC:” keyword at the beginning. With this

keyword, a new Incident will be created in EG Service Desk system.

For an example: INC: summary of your problem/incident

7.1.2 Send email to create Service Request ticket

In your email’s subject, please insert this “SRQ:” keyword at beginning. With this

keyword, a new Service Request will be created in EG Service Desk system.

For an example: SRQ: summary of your request

7.2 Telephone

EG Service Desk Agent can be contacted via these numbers.

+603-8892 4000 (General Line)

+603-8892 4001 (EG Service Desk)

+603-8892 4002 (Portal myGovernment)

7.3 SMS (Short Messaging Services)

With SMS, you can create Incident or Service Request and also can check the

current status for your ticket.

7.3.1 SMS Create Incident

MAMPU HELPDESK ADUAN <summary of your problem/incident> and send to 15888.

7.3.2 SMS Create Service Request

MAMPU HELPDESK MOHON <summary of your request> and send to 15888.

mailto:[email protected]


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7.3.3 SMS Check Status of Ticket

MAMPU HELPDESK SEMAK <ticket no.> and send to 15888.

Documents

EG Service Desk Web Access Guide for End Userservicedesk.mampu.gov.my/WebAccess/Content/KnowledgeBase/Man… · EG Service Desk Web Access Guide for End User Page 2 Acceptance This