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User Guide - Helpdesk System For User

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Septian Utama
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69 views

User Guide - Helpdesk System For User

Uploaded by

Septian Utama
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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User Guide – Ticketing

System Helpdesk
2024
How to Access Ticketing System Helpdesk
1. Internal Network
• Make sure you are connected to the Siloam internet network (SILOAM-PF).
• Open one of the browsers, ex : Chrome, Mozilla, Edge.
• Type the URL: helpdesk.siloamhospitals.com.
• Then the login portal for the helpdesk ticketing system will appear.

2. External Network
• Make sure you are connected to a personal internet network or personal
hotspot (mobile tethering).
• Open one of the browsers, ex : Chrome, Mozilla, Safari.
• Type the URL: helpdesk.siloamhospitals.com.
• Then the login portal for the helpdesk ticketing system will appear.
Login Portal
After the URL opens in the browser, the Login Portal will appear
as shown in the image on the side.

There are 2 ways to log in to the helpdesk application :

• Using computer login:


1. Click “Login with SAML Single Sign-On”.
2. Type your Siloam email.
3. Enter your password.
4. After everything is filled in, click the sign in button.
• Type user ID manually:
1. Enter the username and password according to the computer
login or email login.
2. Make sure to log in using the LDAP domain option.
3. After everything is filled in, click the login button.
USER - Main Page
Explanation of the Main Menu on the
User Page :

1. Request : To view all the tickets


that have been created.
2. Catalog Button : To view all
incident catalogs and service
requests.
3. Search : To search for catalog
suggestions.
4. View Solution : To view solutions
that have been provided by the
support team.
5. Report an Issue : To view the
incident catalog.
6. Request a Service : To view the
service request catalog.
Example of an Incident Catalog
Select the incident reporting catalog according to the
issue that has occurred.
• Example : If the issue is related to the EMR OPD
application, please select the EMR OPD Incident
catalog.

Detailed explanations of the catalog are available in


each individual catalog.
• Example :
Example of a Service Request Catalog
Select the service request catalog according to the request you wish to
submit.
• Example : If the request is to create a HOPE user, then select the
"Create New User HOPE" catalog.

Detailed explanations of the catalog are available in each individual


catalog.
• Example :
Incident/Service Request Form
• The columns marked with a red * are
mandatory to fill in.
• In the Description column, please
provide detailed information about
the issues you are facing.
• It is recommended to attach
screenshots and videos of the
incident.
• After all the information is provided,
please click "Add Request" After that,
your ticket will be successfully
created with a ticket number.
Check Ticket Progress
• To view the progress of tickets you
have previously submitted, you can
check in the “Request” menu. Select
the “All My Requests” filter and
check the status or progress of your
ticket in the “Status” column.

• Untuk melihat detail request,


silahkan klik judul tiket pada kolom
“Subject”

FYI : All tickets submitted by users will


receive status update notifications via
email.
Check Ticket Progress
• The deadline for your ticket must be
resolved.
• The resolution tab allows you to see the
solution provided by the IT team, which
typically includes the root cause and
the actions taken.
• Ticket Status :
 New : A new ticket has been
created.
 In Progress : The ticket is currently
being handled.
 Resolved : The ticket has been
resolved by the technician and
needs confirmation from the user
to ensure it meets their needs.
 Closed : The ticket has been
confirmed as solved by the user or
will be auto-closed if there is no
response after 3 days.
 Pending : The ticket is on hold
because additional information is
needed.
Guideline Manage Engine
Mobile

2024
Helpdesk Mobile Installation

1. Download and install the IT Helpdesk –


ServiceDesk Plus app from the Play Store on your
Android smartphone.

2. Before opening the app, please ensure that your


smartphone is connected to SILOAM-PF.
Helpdesk Mobile Installation

3. Once connected to SILOAM-PF, open the


IT Helpdesk – ServiceDesk Plus app that
you have previously installed.

4. After opening the app, click the settings


icon to configure the server and port.
Helpdesk Mobile Installation

5. Check the "Use https" box.


6. Enter helpdesk.siloamhospitals.com
in the server field.
7. Enter 443 in the port field.
8. Click SAVE.
Helpdesk Mobile Installation

9. After completing the server and port


configuration, the next step is to enter your
username and password according to your
Active Directory login. Select LDAP
Authentication for the Domain Name.

10. Click Login.


Create a Ticket Through Helpdesk Mobile

The home page displays a list of tickets that have


been submitted. Click on a ticket to view its
details. To create a ticket, follow these steps :
Create a Ticket Through Helpdesk Mobile
1. Select the three-line menu icon in the top
left corner.

2. Select a template to input an incident or


request ticket, and choose the catalog
according to your needs.
Create a Ticket Through Helpdesk Mobile
4. The Incident and Service Request catalog
will appear.

5. Choose the catalog according to your needs.

Note :
- Incident Catalog : for reporting
incidents
- Service Catalog : for IT service
requests
Create a Ticket Through Helpdesk Mobile

6. Then fill out the request form just like in the


web version.

Note :
• Click the checkmark to submit the ticket.
• Click the plus sign to add attachments.

After that, your ticket will be successfully created.

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