User Manual - SAP CaaS Helpdesk
Contents
1. Customer Helpdesk Page 6 of 21 22 07 2011 2 Profile John Doe CUST Summary Summary sec Details 2 Avatar 2p Full Marne John Doe CUST Password Remember Mly Clear All Tokens Login Preferences P Page Size 50 Email Type H TIL Language English United States Default Own Changes Do not notify me Filter amp Dashboard Private Sharing Keyboard Enabled shortcuts Navigator View Navigator Columns Columns Change Password Current Password Mew Password Confirm Password Update Cancel Program Functions This chapter describes the application of the program Customer Helpdesk Page 7 of 21 22 07 2011 4 1 Preface This subchapter describes some basics e g necessary items in conjunction with helpdesk and workflow 4 1 1 Definitions Issue Priority Status Project Component 4 1 2 Workflow Every contact via helpdesk with SAP is an issue There are several types of issues Bug Improvement and so on All issues types will be described later in this document When creating an issue you have to select a priority to indicate the importance Each issue has a status which indicates where the issue currently is in its life cycle workflow The available statuses are e Open new issue ready for the assignee to start work on it e In Progress This issue is being actively worked on at the moment by the assignee e Question asked There is a question from SAP bec2. switch to advanced searching You do not currently have a search or filter selected Search Query M Summary M Description C Comments C Environment Project All projects Content as a Service Cus Issue Type Any Standard Issue Types l Safety Data Sheet or label Technical infrastructure anc 2 Other xl Components Versions gt Issue Attributes Dates and Times Work Ratio gt Custom Fields search Customer Helpdesk 22 07 2011 The Issue Navigator allows you to browse all the issues in the system Filters allow you to limit the issues that you see Using the panel on the left you can create and edit new filters Page 11 of 21 4 3 Work with Issues 4 3 1 General Information about Issues An issue has multiple attributes like key type status priority assignee and reporter To change data of an issue several operations can be performed like attach file or screenshot To change the status of an issue several workflow operations can be performed i e like close 4 3 2 Creating Issues This subchapter describes how to create and follow up an issue To create a new issue select CREATE NEW ISSUE in the primary menu of the homepage John Doe CUST Quick Search Create Issue In the windows Create Issue Step 1 choose the topic or service project and the type of issue John Doe CUSTIi Quick Search cr Create Issue
3. Project Content as a Semice Customer Helpd the sys Issue Type ters Choose the best fitting type of issue Please note that the issue types depend on the project e Bug A problem which impairs or prevents the functions of the product Change Request A change that alters a specific behavior Ei Improvement An improvement or enhancement to an existing feature or task A Missing Data and Documents New Feature A new feature of the product which has yet to be developed Customer Helpdesk Page 12 of 21 22 07 2011 2 Other G Safety Data Sheet or label incorrect Technical infrastructure and tools Click Next and enter detailed information about your problem in the windows Create Issue Step 2 Note fields marked with an asterisk are mandatory SAPA John Doe CUST BE E aa E ISSUeS Y Create Issue Create Issue Project Content as a Service Customer Helpdesk Issue Type B Change Request Summary Description EKO Attachment Browse Attachment The maximum file upload size is 30 00 MB Create Cancel 1 Choose the priority of your issue Blocker Blocks development and or testing work production could not run it High Serious faults or very urgent inquiries Medium __ Default Priority 1 Low Cosmetic changes non committal suggestions etc 2 Then choose a component regarding your enquiry If you re not sure what to select choose UNKNOWN 3 Enter a short summary about
4. by email Please add always an additional comment explaining why you don t accept the solution e Accept Solution The lifecycle of an issue normally ends with that answer When you accept the solution you have the possibility to give us a short feedback about the quality of the helpdesk service or provided solution Accept solution Solution Quality Excellent service Quality Excellent Comment Thank you l B Br Viewable by All Users Shortcut tip Pressing period 3 can also be used to open this dialog box Accept Solution Cancel Customer Helpdesk Page 18 of 21 22 07 2011 4 3 7 Find Issues By using the menu item Search for Issues you can search issues on the basis of several criteria Dashboards Projects Current Filter Content as a Servi test3 Unsaved filter 2 issuesh earch for lssues Comment Attach Files Create Issue Recent Issues Details le CAASCUST 129 test3 Type e CAASCUST 125 test Priority a Qs CAASCUST 134 testd Component s no CAASCUST 135 Test5 Labels nic y CAASCUST 126 test Solution Quality Nc Favorite Filters Service Quality Ne Provide answer Ea Resolved Issues Description tests Search for test issues Manage Filters Choose the best fitting criteria for your search The criteria depend on the project The following flash asks you to update the list of criteria Projectorissue Type changed Refresh search to update form field
5. the helpdesk use the web address http support technidata de us htm To use the program you need to login first Select Go to Helpdesk to Log In Please enter your user name and password now and commit your entries with the Log In Button Please take care of the following log in rules e Username the username usually consists of the last name and the first letter of the first name Example User ID smithj e The password is case sensitive Username Password Remember my login on this computer Mot a member Contact an Administrator to request an account Cant access your account Customer Helpdesk Page 5 of 21 22 07 2011 3 3 Reset Your Password Username Password pees ooo C Remember my login on this computer Not a member Contact an Administrator to request an account Log In Cant access your account Cant access your account NE If you cant access JIRA fill im this form and an email will be sent to you with the details to access your account again Which did you forget Password Username Enter your username doe _ Send Cancel A reset password link has been sent to you via email YOU can follow that link and select a new password If it does not arrive contact one of the administrators 3 4 Changing Personal Password You can change your password for the helpdesk within your profile Use the profile link from the right upper corner to get access
6. the link Profile in the upper right corner near your user name Then click on the action Edit details You may change your long name and your email address Please don t delete the company name within the long name e Log out Click on the link Log out in the upper right corner near your user name Customer Helpdesk Page 20 of 21 22 07 2011 4 5 Customer Helpdesk Complete Documentation of the Jira Program The complete documentation with much more details on the JIRA program can be opened via the help link available on the top right hand side Dashboards Projects Issues 53 Profile John Doe CUST keyboard Shortcuts About JIRA Log Out Summary Summary Page 21 of 21 22 07 2011
7. 2 Introduction Welcome to the User Manual of SAP ECS Helpdesk The helpdesk system is based on the program JIRA of the company Atlassian This document will help you become familiar with the usage of the program and provides detailed information about the functionality you need to e create issues e send issues to SAP e answer queries e read provided answers The helpdesk should simplify and improve the communication between you and SAP According to the contracts closed between you and SAP you may create issues containing e errors e general requests e change requests e improvement suggestions SAP will provide an answer or a solution for your issue via the helpdesk system 3 Handling of the Program This chapter describes the general handling of the program 3 1 Preface In this subchapter you will find general information on how to use the program Our helpdesk is a so called web application This means that it is not necessary to install it on your local computer you can just run it by using your web browser Microsoft Internet Explorer Firefox Opera etc For entering the helpdesk use the web address hitp support technidata de us htm Please keep in mind the following points e Always use the navigation controls of the helpdesk instead of those supplied by the web browser like back forward etc e You may exchange data with other programs by using the standard functionality of the windows clipboard e After entering i
8. User Manual The content of this document is the intellectual property of SAP Any forwarding to third parties or publication even of parts thereof requires express and Customer Hel pd esk written approval by SAP TABLE OF CONTENTS 1 Customer Helpdesk 22 07 2011 Information on the Document 1 1 1 2 Project Survey Version Management Introduction Handling of the Program 3 1 3 2 3 3 3 4 Preface Log In Reset Your Password Changing Personal Password Program Functions 4 1 4 1 1 4 1 2 4 2 4 3 4 3 1 4 3 2 4 3 3 4 3 4 4 3 5 4 3 6 4 3 7 4 4 4 5 Preface Definitions Workflow The Dashboard of the Helpdesk Work with Issues General Information about Issues Creating Issues The Issue Details View Checking Inter Active the Status of an Issue Helpdesk has a Question about an Issue Helpdesk Provides a Solution Find Issues General Functions Complete Documentation of the Jira Program Page 2 of 21 1 1 1 1 2 Information on the Document Project Survey Document Subtitle Customer Helpdesk Author Owner SAP AG DornierstraBe 3 88677 Markdorf Bereich SAP Helpdesk Datum 20 07 2011 Version Management Version Author Date Chapter Description M Veit 14 11 2007 Creation of document MiFr 07 03 2008 ILa P Haller 5 6 2009 4 3 7 Created 4 Created oe 1 3 3 La D054722 20 07 2011 New Release Customer Helpdesk Page 3 of 21 22 07 2011
9. ause the Customer hasn t provided sufficient information to start working on the issue e Answer provided A question from SAP was answered by the Customer e Resolved A solution was provided by the helpdesk team e Closed This issue has been completed SAP created projects for the different kinds of customer services A project is a collection of issues which belong to a topic A component is a logical grouping of issues within a project and represents a sub topic Workflow is the movement of an issue through various statuses during its lifecycle The workflow starts with the creation of an issue and ends by accepting the provided solution from SAP In between the exchange of communication e g questions and answers proceeds via helpdesk Every change of status will be announced by email Customer Helpdesk 22 07 2011 Page 8 of 21 E mail to Assignee Project f E mail to Customer Resolve lssua Component Lead y Accept Solution Screen Accept Bo Create Issue Start Process Dont Accept Solution E mail to Asignae Provide Answer E mail to Asignee to Customer E mail to Customer Workflow example 1 You create a new issue SAP will be informed by email 2 SAP checks the issue If all necessary information exists SAP starts working on the issue 3 In case of your request is not clear or the information you provided is insufficient you will get a query question fr
10. el Own Viewable by Reporter A Watch 0 Labels None Dates Solution Quality Not applicable E Created Today 16 09 service Quality Not applicable Updated Today 16 09 Description This is a Test Activity All Comments History Activity There are no comments yet on this issue Comment 4 3 3 The Issue Details View The section Details provides primary information about an issue and the actual status Details Tye A Missing Data and status a In Progress Documents Priority Medium Resolution Unresolved Components 200 Expert Network Security Level Own Viewable by Reporter Labels None A menu bar provides actions which can be executed on your issue The action list will change in conjunction with the issue status Customer Helpdesk Page 14 of 21 22 07 2011 comment Attach Files Attach screenshot More Actions Watch Issue Details Provide additional information for your issue at any tim e Attach Files e Attach Screenshot e Comment 4 3 4 Checking Inter Active the Status of an Issue e via Start at the helpdesk dashboard and choose a previously saved filter Favorite Filters Closed Issues geschlossene Yorgange Provide answer R ckfragen beantworten Reported by me von mir erstellte Vorgange Resolved Issues Losung bereitgestellt an Create Fiter Manage Filters search for test issues Displaying issues 1 to 3 of 3 matching issues w T Key Summary Assignee Reporter g
11. els piles July 07 Key CAASCUST A John Doe CUST started progress on CAASCUST 134 Issues Due test4 saying xfgcag Ay CAASCUST 126 test A Jane Doe DEV resolved CAASCUST 134 test4 saying bla gel st l CAASCUST 129 can Jane Doe DEV changed the Assignee to Peter Harsch Ay CAASCUST 134 DEV on CAASCUST 134 test4 test4 Jane Doe DEV started progress on CAASCUST 134 test4 saying ztdruzd Issues 30 Day Summary Jane Doe DEV changed the Assignee to Peter Harsch 4 DEV on CAASCUST 134 test4 John Doe CUST created CAASCUST 134 test4 Jane Doe DEV started progress on CAASCUST 1 26 test2 Jane Doe DEV resolved CAASCUST 126 test2 saying bla Jane Doe DEV changed the Assignee to Peter Harsch DEYV on CAASCUST 1 26 test July 05 o Eann Seun aul e Jane Doe DEV changed the Assignee to Peter Harsch laariaa 4 narantari awl A vremaah imal ney nn CAASCLIST 1 3g estai Customer Helpdesk Page 10 of 21 22 07 2011 By selecting Create New Manage Filter you may create your own filters when necessary Favorite Filters Closed Issues geschlossene Vorgange fi Provide answer R ckfragen beantworten 0 Reported by me von mir erstellte Vorgange 3 Resolved Iss g bereitge stellt 0 Create Fite John Doe CUST v Quick Search Create Issue Bh ene SSUES Y Issue Navigator 4 summary New Manage
12. nformation in a screen mask always press the appropriate button to save the information e g the button Create while creating a new issue before you switch to another screen mask e There is a timeout mechanism if you don t use the helpdesk for more than approximately 20 minutes you will be logged off automatically and unsaved data will be lost Customer Helpdesk Page 4 of 21 22 07 2011 Home Log In Contact TECH A IDATA Welcome to TechniData An y Company TechniData GmbH an SAP company Customer Helpdesk Select your region Reliably functioning IT systems are crucial for trouble free efficient working TechniData s customer helpdesk enables you now to profit from our employees ample expertise gained over more than 20 years Competent support in technical questions is given to you and your problems are processed in an efficient and controlled way always aiming at avoiding bottlenecks and downtimes Our helpdesk allows you to ask your questions and give in your problems all around the dock 7 24 Your inquiries are forwarded automatically to a competent employee Automatic feedback e mails inform you about the state of the process but you can also follow up the process in your own case list Log in with your personal code Download of the Manual s F ia For questions about online access or available services please address to helpdesk technidata com 3 2 LogIn For entering
13. ntworten 2 Reported b tellie Vorgange Resolved Issues LOsung bereitgestellt Create Fiter Manage Filters Optionally you can check the provided solution manually The filter Resolved Issues available on the dashboard indicates that a solution was sent from the helpdesk Click on the filter to see the issue list where a solution was provided to you Open then the issue by selecting the issue key to check the provided solution Issue status Details Type s Missing Data and Status Resolved Documents Priority Medium Resolution Fixed Components 200 Expert Network Security Level Own Viewable by Reporter Labels Mone The provided solution can be found under Comments Customer Helpdesk Page 17 of 21 22 07 2011 Activity All Comments History Activity n FJ Jane Doe DEV added a comment O7 Jul 2011 13 03 Ea Jane Doe DEV added a comment OTAU2011 13 05 FJ john Doe CUST added a comment OFAU2011 13 07 FJ Jane Doe DEV added a comment 20 Julv2011 16 21 FAnn Doe CUST added a comment 204uk2011 16 27 20u20 11 16 32 ane Doe DEW added aco Vill be fired with the next update Finally you must accept or deny the provided solution by selecting the corresponding workflow action Accept solution Refuse solution e Refuse Solution If you don t accept the solution the issues will be set into the status processing again and the person in charge at SAP will be informed
14. om SAP Additionally you will be informed about the query by email 4 You answer the query 5 SAP provides a solution and you will get an e mail that the solution is available 6 You check the solution and if it is acceptable you can close the issue and the workflow ends 4 2 The Dashboard of the Helpdesk The dashboard is the so called Homepage and provides an overview of all functionalities The left side shows the supported topics and services The right side shows your individual filters Filters are saved search activities SAPA John Doe CUST v lick Search Dashboards v Sti ete gee rill ei Create Issue Tools v ioues Closed Issues geschlossene Vorg nge 2 m Provide answer Ruckfra en beantworten 0 EN Content as a Service Customer Helpdesk CAASCUST 7 Ropati be mei van mi kreti Vorone 3 Resolved Issues L sung bereitgestellt 0 Create Fiter Manage Filter Topics and services Projects Search filters By selecting a topic or service project you will get detailed information about it Customer Helpdesk Page 9 of 21 22 07 2011 AASCUST i 47 Content as a Service Customer Heipdes 3 John Doe CUST Quick Search Create Benross Projects v WMEEI EHDg Create Missing Data and Documents Other Othe Content as a Service Customer Helpdesk o a ay Summary Y Filters Issues wa a oe Description Activity Stream Components UE i im a HSap comn Lab
15. s Update the list by using the link Afterwards click on the button Search You will get a hit list with all issues regarding the chosen criteria You can save the search criteria as a filter All filters will be shown on your homepage for quick access Customer Helpdesk Page 19 of 21 22 07 2011 Issue Navigator Summary Edit New Manage Displaying issues 1 to 1 of 1 matching issues Switch to advanced searching YOU are currently using a new Ble CAASCUST 129 tests unsaved search save itas a filter Displaying issues 1 to 1 of 1 matching issues search LIvery M Summary M Description 0 Comments 0 Environment Project All projects Content as a Service Issue Type Any standard Issue Types o Safety Data Sheet or label a Technical infrastructure ant 7 Other gt Direct access to an issue from Email program When you receive an email about a change done to the request you can access directly to the request when you click on headline of the request that will be shown with the email that you received 4 4 General Functions Maybe you want to customize the helpdesk system regarding the interface language or your profile If you want to stop working with the helpdesk you need to log out These functions are described below e Language Click on the link Profile in the upper right corner near your user name Then click on the action Edit preferences Pencil Icon e Edit Details Click on
16. t le CAASCUST 129 test3 Jane Doe John Doe DEV CUST 7 CAASCUST 125 test Jane Doe John Doe DEV CUST a CAASCUSTIR3S Testi Content as a John Doe Service CUST ter Displaying issus 1 to 3 of 3 matching issues Link to issue details 4 3 5 Helpdesk has a Question about an Issue P Status Open m Closed Open VViews 8 Tools Resolution Created Updated Due Unresolved O5 Jul2011 O5Jul 2011 v Fixed O4Julv2011 O4iJul 2011 Unresolved 20Jul2011 20 Jul 2011 If SAP needs more information about an issue or if there are questions about it you will get an email Via the link in the headline of the mail you will reach the helpdesk log in where you can answer the query Optionally you can provide an answer manually The filter Provide answer Ruckfragen beantworten available on the dashboard indicates that a question was sent from the helpdesk Click on the filter to see the issue list where answers have to be provided by you Open then the issue by selecting the issue key Customer Helpdesk 22 07 2011 Page 15 of 21 Favorite Filters ene Worgange Closed Issue Reported ey a Yorgange 3 Resolved issues L sung bereitgestellt 0 Create Fiter Manage Fitters Displaying issues 1 to 1 of 1 matching issues Summary Assignee Reporter F Status Ries T b Comscusr34y test4 Jane Doe John Doe Question asked Line DEV CUST Displaying issues 1 to 1 of 1 matching iss
17. ues F Content as a service Customer Helpdesk CAASCUIST 134 Mae testd Comment Attach Files Attach Screenshot More Actions Select the Workflow activity Provide Answer A new screen appears where you have to enter the answer in the description field in German or English Finally you must press the button Provide Answer The person in charge at SAP will be informed by email Provide Answer Attachment Browse Attachment The maximum file upload size is 30 00 MB Comment This was a test B Qe viewable by All Users Shortcut tip Pressing period wi can also be Used to open this dialog box Provide Answer Cancel 4 3 6 Helpdesk Provides a Solution You will get an email as soon as a resolution is provided There are different kinds of resolutions as shown below Customer Helpdesk Page 16 of 21 22 07 2011 Fixed A fix for this issue has been implemented Won t Fix This issue will not be fixed e g it may no longer be relevant Duplicate The problem is a duplicate of an existing issue Incomplete There is not enough information to work on this issue or it is only possible to provide a resolution for a part of the problem Cannot Reproduce This issue could not be reproduced at this time or not enough information was available to reproduce the issue If more information becomes available please reopen the issue Favorite Filters Closed Issues geschlossene Vorgange fi Provide answer R ckfragen bea
18. your issue in German or English 4 If possible select an affected product version If you re not sure what to select choose UNKNOWN 5 Please provide then detailed information about your issue in German or English 6 Under additional information you can e mark the content of your issue as confidential e make the issue visible to other colleagues of your company e add attachments which help to understand your issue Customer Helpdesk Page 13 of 21 22 07 2011 Please provide as much information as you can about the topic a detailed description related substance names and numbers vendor name the kind of software you use screen shots and additional files with more information This will speed up the processing time of your issue enormous After completing all mandatory fields send your issue to SAP by using the button Create The person in charge at SAP will be informed by email The helpdesk switches to the window issue details view You can access this window at any time if you want to inform yourself about the status of your issue John Doe CUST Quick Search BE ea neha ISSUCS 7 Create Issue e Content as a Service Customer Helpdesk CAASCUST 135 gt o TestS Comment Attach Files Attach Screenshot More Actions v amp Views v Details People Type Change Request status a Open Assignee Content as a Service Priority Medium Resolution Unresolved Reporter John Doe CUST Component s None security Lev
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