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