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IT Help Desk
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ICS SERVICE DESKPT. DARYA VARIA
LABORATORIA
Lisa Login to Service Desk system
Wulan Darya Varia Shift+ EnterWulan Endang TantiwaniWulan GuritnoWulan SastrowardoyoWulan SugiartoWulan Sulistiyanto
Default by the role who log in
Button ini digunakan untuk Create Ticket yang ditujukan ke Tier 2 atau Tier 3. Status Ticket adalah ‘Open’
Button ini digunakan jika IT HD ingin menghandle ticket tersebut. Status Ticket adalah ‘In Progress’
Button ini hanya digunakan untuk Escalate ke Tier yang lebih tinggi. Namun button ini tidak dapat digunakan ketika Create Ticket
Button ini digunakan untuk On Hold Ticket dan status Ticket adalah ‘On Hold’
Button ini digunakan untuk Release Ticket tertentu, sehingga status Ticket menjadi ‘In Progress’
Button ini hanya digunakan untuk Close Ticket. Namun button ini tidak dapat diklik ketika Create Ticket
Button ini akan menutup form Create Ticket
Skenario Pertama IT HD - Lisa Create New Ticket and Solve TicketWulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
Skenario Kedua IT HD - Lisa Create New Ticket but TS HDO who Solve itWulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
TS Call IT Help Desk to Closed the Ticket
This field catch up the resolution that TS filled
Skenario Ketiga IT HD Create Ticket and Try to Solve but Can't be Done, so IT HD Escalate to Tier 2 – TSWulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
Lisa think can’t solve this Ticket, so She escalate it to Tier 2 – TS
Column Assigned To and Group being empty
TS A Take Action the Ticket
TS Call IT Help Desk to Closed the Ticket
This field catch up the resolution that TS filled
Skenario Keempat IT HD Create Ticket and try to solve but can't be done, so IT HD escalate to Tier 2 - TS, but TS need to On Hold the TicketWulan Darya Varia call Lisa with case : I cant connect to Printer XP-123
Because the case can’t be solved, so She escalate the Ticket to Tier 2 - TS
Column Assigned To and Group is being empty
TS A Open Take Action the Ticket
Because of the User, TS need On Hold of the Ticket, so TS A call IT HD
Choose the TS who request to On Hold?This is the List Ticket point of view IT Help Desk
This is the List Ticket point of view TS A
TS Call IT Help Desk to Release the Ticket
klik
TS Call IT Help Desk to Closed the Ticket
klik
Thank You