Open the browser and enter the URL http://www.iservicedesks.com
Login: user id or email
Password: the code received
The system that use for requesting service providers (Requester) to request service from the service provider (Supporter).
The system that records events, problems that occur To make the system back to normal Which is under the control of the SLA (Service Level Agreement).
The system that use to record the problems that have already occurred And prevent the problem from occurring (Proactive) which wants to find the root cause of the problem And find a way to prevent it from happening again.
The system that requests changes to the service system Which must be managed carefully By having to undergo a risk assessment And considering various impacts Related to that change Including having to be approved by the authority before every operation.
If clicking on the Request menu, you will find a table showing all the items of the Service Request.
New - Open a new Service Request
Search - Press button after entering the Incident Ticket number in the box to search.
The items in the table will be sorted from the latest Request. You can click on the table header to sort the list (sorting) and click to select the Request list that you want to edit.
Opened by - The user can request a helpdesk or user.
Opened - date, time, opening request
Raised by - Request to open May be the same person as the open request
Due Date - Expected date of completion
Department - The department of the person requesting to open
Request Type - Select Urgent, Non-Urgent and Question types
System - System name or module
Stage - Active, Resolved, Closed and Reject status
Assign to - Those who are assigned to perform
Subject - Subject
Detail - specify details of requirements
Work Done - What has you done?
Upload a file - Send the image file or document * .docx, * .xlsx, * .jpg, * .txt for consideration of the request.
Add Note - Additional information, such as status inquiries or news notifications
History - Details of events After updating the information
If clicking on the Incident menu, you will find a table showing all the items of the Incident Ticket.
New - Open a new Incident Ticket
Search - Press button after entering the Incident Ticket number in the box to search
The list in the table will be sorted from the latest Incident. Click on the table to sort the list (sorting) and click to select the Incident item you want to edit.
Opened by - Incident, which is a Helpdesk or User
Opened - date, time, opening request
Raised by - Request to open May be the same person as the incident opener
Due Date - Expected date of completion
Department - The department of the person requesting to open
Request Type - Select Urgent, Non-Urgent and Question types
System - System name or module
Stage - Active, Resolved, Closed and Reject status
Assign to - Those who are assigned to perform
Related to - Other Incident numbers associated with this
Subject - Subject
Detail - specify details of the problem
Work Done - What has you done?
Upload a file - Send the image file or document * .docx, * .xlsx, * .jpg, * .txt for consideration of the request.
Add Note - Additional information, such as status inquiries or news notifications
History - Details of events After updating the information
If clicking on the menu, Problem will find the table that lists all the Problem Ticket items.
New - Open a new Problem Ticket
Search - Keypad After entering the Problem Ticket number in the box to search
The items in the table will be sorted from the latest problem. You can click on the table to sort the items (sorting) and click to select the list of problems to be solved.
Opened by – ผู้เปิด problem ซึ่งเป็น Helpdesk หรือ User ก็ได้
Opened - date, time, open problem
System - System name or module
Fixed Date - The date that the edit is completed.
Assign to - Those who are assigned to perform
Impact - Impact level 1-High, 2-Medium, 3-Low
Urgent - Which level of urgency? 1-High, 2-Medium, 3-Low
Priority - Priority level 1-Critical, 2-High, 3-Medium, 4-Low, 5-Planning
Stage - Active, Resolved, Closed and Reject status
Related to - Other Incident numbers associated with this
Subject - Subject
Detail - specify details of the problem
Root Cause - Causes of problems
Resolution - How to solve the problem?
Upload a file - Send the image file or document * .docx, * .xlsx, * .jpg, * .txt for consideration of the request.
Add Note - Additional information, such as status inquiries or news notifications
History - Details of events After updating the information
If clicking on the Change menu will find the table that shows all the items of Change Control.
New - New Change Control
Search - Press button after entering the Change Control number in the box to search
The items in the table are sorted from the latest Change. You can click on the table to sort the list (sorting) and click to select the change item to edit.
Opened by - The person who opens the change, which is a Helpdesk or User
Opened - date of opening change
Raised by - Request to open May be the same person as the incident opener
Implement Date - date, time to implement the task
Department - The department of the person requesting to open
System - System name or module
Assign to - Those who are assigned to perform
Impact - Impact level 1-High, 2-Medium, 3-Low
Urgent - Which level of urgency? 1-High, 2-Medium, 3-Low
Priority - Priority level 1-Critical, 2-High, 3-Medium, 4-Low, 5-Planning
Stage - Active, Resolved, Closed and Reject status
Related to - Other Incident numbers associated with this
Project Name - Project Name
Reason for Change - Reason for change
Impact / Risk - Impact and risk
Deployment Activity - Deployment procedure
Rollback Activity - rollback process
Downtime - Is there a downtime?
Schedule - downtime
CAB Decision - Approved?
CAB Comment - Additional explanation In case of approval with conditions
Customer Approve - Approved?
Upload a file - Send the image file or document * .docx, * .xlsx, * .jpg, * .txt for consideration of the request.
Add Note - Additional information, such as status inquiries or news notifications
History - Details of events After updating the information
If clicking on the Change menu will find the table that shows all the items of Change Control.
New – Open a new Knowledge Management
Search – Click button after entering Knowledge Management number in the box to search
The items in the table are sorted from the latest knowledge. You can click on the table to sort the list and click to select the knowledge you want to edit.
Opened by - You can either open the Helpdesk or the Knowledge user.
Opened - Knowledge date.
Tags - Data Sources
Stage - Submission Status, Reviewed, Published, Closed, and Rejected
Category - Choose category Innovation, Customer, Asset, Financial, Legal and others.
Headline - Knowledge Topic
Description - Knowledge Details
The API allows you to perform read (GET) operations with REST format.
GET
Retrieves one incident record.
Name | Value |
---|---|
Default URL | /inc_api_add.php?api_token="token"&api_call="call_id" |
Name | Description |
---|---|
api_token | Request a token from your administrator related to the System Name using for authentication |
api_call | Incident number |
The API allows you to perform create (POST) operations with REST format.
POST
Inserts one incident record.
Name | Value |
---|---|
Default URL | /inc_api_add.php |
Name | Description |
---|---|
api_token | Request a token from your administrator related to the System Name using for authentication |
api_details | Details of the problem |
api_impact | Impact level (“1 – High”, “2 – Medium”, “3 – Low”) |
api_urgent | Urgent level (“1 – High”, “2 – Medium”, “3 – Low”) |
api_user | (Optional) User id |
api_openby | (Optional) Full name who open this ticket |
api_riaseby | (Optional) Full name who raise (owner) this ticket |
api_email | (Optional) Email address of raiser (owner) who want to get update |
api_due | (Optional) Target date to resolve the problem |
api_device | (Optional) System Name which send the RESTful message to iServiceDesks system |
api_subject | (Optional) Short description of the problem |
User Login - Unable to edit
Password - Change password
User Level - Group name
Name - First Name and Surname
Title - Position
Department - Department name
Email - Email Address
Phone - Contact phone number
The User and Admin Manual will take you step-by-step through setting up your account while laying the groundwork for many of the essential day-to-day support tasks you’ll perform.