ITeS - Service Request
Contents
1. If you need more details on any ticket simply Finish open it by clicking ticket Copyright 2013 2020 Fawaz Alhokair Group FAS Real Estate Company Policy amp Procedure Material Page 5 of 6 Communication amp Information Technology CIT File Name ITeS Service Request End User Guide ITeS Service Request Application ji qil jig 4 FAWAZ ALHOKAIR 4 Confirm Closure of Service Request Step Description Screenshots 1 If CIT team soft closes your ticket you will GEDOUR Sahig E Same hone Naame ie an p receive an email notification we K Q IDe ae or Ba S amp junk Delete Reply ney Forward T O Team E mail r Move GE P Follow Up Transtate A Zoom From Fewer al Hokar Service Request Ticketing System lt process 16740 erabiancenters com gt Sent Thu 12 02 2015 11 51 To Ade Amman Subject Sernce Request 42 Status Update Der Adel A ri Adel Ammari 5 This is an automatic email notification generated from chisida aih Te Gate Pp OIF Ay gi Ja at te gig JETT Jaig a daai wile jolt Ticket Details CIT Service Request 42 TFF Submitted By adeLammari pa Bu Date 12 02 2015 11 48 AM es Subject Printer Installation E pain yall Status Soft Closed ay Last Action Soft Close Ticket Lu al Current Service Request Assignee adeLammari Ra a ng shed la ci Note Please do not reply to this email This mailbox Y Ge maag Y Aba oe Ve 25 pe cla dba does not allow incoming messages If you require more uadi Clayhall oe2. IT eServices MTS 2 4 iii Ei Material Tracking System MTS PML KSA Yayat Cul jal shal Once you click the ITeS The application list News Tasks 1 Records Reports Actions action reduce and one or more option will be visable depend on your security profile A MHOKAIR ITES New HelpDesk SR Ticket New HelpDesk Service Request Ticket Choose ITeS Create New Service Request p a All Starred w Applications ITES IT eServices A simple form open please note New Service Request Ticket Please fill and submit this form as needed Ticket Header Request is for Myself Status Draft If the ticket request for yourself then leave the default chose as is nents Date 12 02 2015 Empl Number 16061 mployee Number Company ACCL If the request for other employee Title Head of Internal Audit Department ACCL Finance Mobile 9 then choose a different user and ce at Phone 9 Ext 206 Extension 288 enter his name In term of the employee information Level 1 Category lt Select Level 1 Category gt Priority in the ticket header there is some impact information can be controlled by you r e in the user profile and some other Tichet Subject information you need to contact IT Team to help you modify it Ticket Details Attach supporting documents ewe Browse Choose the Service Categories if you cannot Ticket Details find suitable categories kindly inform IT Level 1 Category Daly Operation amp Tec
3. eGate 2 Click Report hoe oe dill User Manual assinuali Jala 7 Here you can find all the user manuals for eGate Applications User Manual aiai Jaa 7 3 Click Please do not print the files they are continuously being updated Folders B Horizon B HReS B ITeS B MTS ch n pi B Oracle E Oracle BI B PMLEgypt isya paa pti aUi B PMLKSA inpli paidi ais a PSR E eGate Introduction pdf ER gn KINI GAL Sac net Vv VV Vv Vv Vv Vv OV Objectives Content 1 Access eGate from Anywhere ALELA Download Mobile Apps 1 Introduction Login Process gt Change Profile Pictures Change Password Install Apple Store Check Available Applications Follow others amp See who Follows you Write your first post Bi GO Nr es ose cess eee Open eGate from Any Computer Internet Browser Install Google Store Android Update Your Profile Information c ccccccsesesseeeees Change Password Check Available Application Copyright 2013 2020 Fawaz Alhokair Group FAS Real Estate Company Policy amp Procedure Material Page 3 of 6 Communication amp Information Technology CIT File Name ITeS Service Request End User Guide ITeS Service Request Application pI jl FAWAZ ALHOKAIR 2 Enter Your First Service Request Step 1 Go to Action News Tasks 1 Records Reports Actions On Left Menu Click IT eServices ANAT ALHGKAIR All Starred i Applications HRES HR eServices ITES
4. ITeS Service Request Application j FAWAZ ALHOKAIR eGate User Manual Fawaz Alhokair Group 2015 ITeS Service Request How to login to use IT Electronic Service Ticket How to connect from anywhere anytime like mobile or tenant site It takes literally 2 minute for someone with an iPhone or Android phone to create or find Service request Tickets Copyright 2013 2020 Fawaz Alhokair Group FAS Real Estate Company Policy amp Procedure Material Page 1 of 6 Communication amp Information Technology CIT File Name ITeS Service Request End User Guide ITeS Service Request Application j FAWAZ ALHOKAIR Contents 1 Introduction on Fawaz Alhokair Gate SyStem cccccccsssccccessececeeneccccesececeusececeuneceeeeesecessusecesseneceesenes 3 Z Enter Your First Service Reges eucan A A 4 3 To View Your Service Request ss ssessessessessersersersersersrrsrrsrrsrrsrrsrrsrrsresressroeresreoreereosesseoseoseesesseeseeseesee 5 A COMMA Closure of Service Regest oerrinne Air EOE is 6 D Reper Service OCU Cecconi aiea EE ET E 6 Copyright 2013 2020 Fawaz Alhokair Group FAS Real Estate Company Policy amp Procedure Material Page 2 of 6 Communication amp Information Technology CIT File Name ITeS Service Request End User Guide ITeS Service Request Application j jig FAWAZ ALHOKAIR 1 Introduction on Fawaz Alhokair eGate System News Tasks 1 Records Reports Actions 1 Login to
5. all Cay Y 321 De JD Ju information kindly email et SSP ay De Line hil sil helpdesk arabiancentres com or ext 111 111 iba helpdesk arabiancentres com To check the status of this ticket please login to eGate 45 Aly 453 Gall ela pul oe galla ys Gail 9 See more about Fawaz al Hokair Service Request Ticketing System k a 2 You will also receive a TASK Tasks 48 Records Reports Actions ESTING SERVER GATE Me ito Me v Confirm Closure of Service Request Ticket 42 Me 2 minutes ago be Confirm Closure of Service Request Ticket 42 This task was assigned to you on 12 Feb 2015 11 51 GMT 03 00 The task priority is Normal To view the task please follow this link This message has been sent by eGate 5 Re Open Service Request If you are not happy with service provided or for whatever reason you believe the ticket should be re open Simply open the task and select re Open 2 The ticket will be re Open and automatic email Records Reports Actions will be sent to CIT to look into it ITES Service Request Tickets 42 Printer Installation ReOpen Service Request Ticket Status Reopened Requester Adel Ammari Submitter adel ammari 8 minutes ago Otherwise if you wish to confirm closing it Confirm Closure press the confirm closure button Copyright 2013 2020 Fawaz Alhokair Group FAS Real Estate Company Policy amp Procedure Material Page 6 of 6 Communication amp Informat
6. e During Creating User Manual Status Submitted to IT Not Seen Requester Sherif Mohammed Submitter sherif mohammed All 1 hour ago Status Submitted to Line Manager 80 User Mojaed Abdulhadi Can t print on the Network Prir Submitted to IT Not Seen Status User Closed Ticket Open Requester Fawaz Alsalaih Mora Submitter fawaz alsalaih Requester 13 hours ago Sherif Mohammed Company 79 Air Conditioning setup for DR ACCL Status Submitted to IT Not Seen Benes i Requester Meherali Shaukat spa man Submitter meherali shaukat ACCL Finance 13 hours ago 78 MR for Mobile Admin Status Submitted to IT Not Seen Requester Meherali Shaukat Submitter meherali shaukat You have many way to use the records now as follow Filters T1 MR issue 1 Type the ticket number to see ONLY c i specific ticket Enter the Ticket Status Ticket Open Number and click search or Requester samer Albusta nji All your tickets or Submitter alaa moftah Your Company Tickets or Your Department Ticket or Monday 15 47 Note More filters can be added on demand if required You can also search by ticket status using same Status filters such as Submitted to Line Manager 1 Open closed Submitted to IT Not Seen 2 Ticket Open Reassigned to a Different Person Not Seen Soft Closed Reopened Request a Meeting Converted to CR Converted to Problem User Closed Automatically Closed Rejected by Line Manager
7. hnical Support Wj isi Maca To generate ticket continue to step 5 Level 2 Category Login Issue All Systems v Impact Medium NOTE the priority Impact Line Manager Requires Manager No approval is set automatically by CIO Approval Enter Su bject Ticket Subject Example Login to eGate During Creating User Manual 7 Type the Subject Ticket Body Example Please provide me login information to eGaje During Creating User Manual Note Limited to 4 000 Character Click attach file screenshot etc if applicable Attach supporting documents using the browse optional Browse Click Submit to System Email Confirmation is MUST to ensure the ticket is registered Copyright 2013 2020 Fawaz Alhokair Group FAS Real Estate Company Policy amp Procedure Material Page 4 of 6 Communication amp Information Technology CIT File Name ITeS Service Request End User Guide ITeS Service Request Application pe I jl FAWAZ ALHOKAIR 3 To View Your Service Request News Tasks 1 Records Reports Actions Click ITeS Service Request Ticket News Tasks 1 Records Reports Actions Mozas Records AMA Users All gt Account Management Authorization Directory of users HRES Leave Requests ITES CIT Services ITES Service Request Tickets All tickets will appear News Tasks 1 Records Reports Actions ETF ITES Service Request Tickets FAWAZ ALHOKAIR 81 Example Login to eGat
8. ion Technology CIT File Name ITeS Service Request End User Guide
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