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1.Introduction

ITSD manages tickets raised in university. Employees as well students can raise tickets through this module. Admins can assign tickets to agents through this module.
Features:

  1. Manage Incidents/Service Requests
  2. Manage SLAs
  3. Service Request for University IT Services
  4. Self Service Portal


2. Dashboard









 3. Settings


This section contains the configuration detail related to the ITSD module.
Only the admin of ITSD can view and access it.

3.1. Service

In this field, we can define and configure the type of services to be used/availed by the university's employees/students/agent.

  • Admin can view the details by clicking on icon available in front of every entry.


  • Admin can add a new type of service by clicking on the "Add Services" button present on the top right side of the portal and fill in the required details:-
  1. Service Name
  2. Description
  3. Status(Active/Inactive)


Note
Once the "Add service Type" button is clicked changes cannot be done.

3.2. Map Agent-Service

In this field, we can map and configure the type of services available for type or agents


  • Admin can view the details by clicking on icon available in front of every entry.


  • Admin can map new agent services by clicking on the "Add Agent-Service" button present on the top right side of the portal and fill in the required details:
  1. Service Name(Select from the drop-down)
  2. Agent Name(Select from the drop-down)
  3. Status(Active/Inactive)



  • Admin can edit/update the details by clicking on the update button available.




Note
Once the "Map Services" button is clicked only Status can be updated.

4. Tickets


  • Tickets can be created by the following Users:
    • Employees
    • Students
    • Admin(on the behalf of employee/Student)
    • Agent (on the behalf of employee/Student)


4.1. As student/employee

4.1.1.Create Service Ticket

Employee/Student can add new ticket by clicking on the "Create Service Ticket" button present on the top right side of the portal and fill in the required details:-

  1. Service Queue(select from the drop-down)
  2. Details

4.1.2. View

Users can view the details by clicking on the "ticket number" available in front of every entry.

4.1.3. Update


Users can update/edit the details by clicking on icon.


4.1.4. Submit

Users can finally submit the ticket details after adding/editing by clicking on the Submit button prompting you to be sure.


Note
Once the Submit button is clicked changes cannot be done.

4.2. As An Admin


4.2.1. Assign to an Agent

Admin can assign to an agent for any action to be performed by clicking on the "Assign to Agent" button present on the top left side of the portal.

4.2.2. Close

Admin can close the ticket if no further action is required by clicking on the "Close ticket" button present on the top left side and fill in few details:-

  1. Remarks
  2. Mail to the user(Yes/No)


4.2.3. Re-open

Admin can reopen the closed ticket if further action is required prompting you to be sure.

4.2.4. Spam

Admin can send the ticket to the spam section by clicking on the "Spam" button available on the top left side prompting you to fill in few details:-

  1. Decision Status(Spam)
  2. Reason

4.2.5. Send Mail

Admin can send a mail(Internally/External) to the user(Who created the ticket) as and when required by clicking on the "Send Mail" button on the top left side of the portal and fill in the required details:-

  1. Email ID
  2. Remarks



Note
1. Once you submit the detail, the mail with the respective content will be forwarded to the respective email id.
2. All Email id should be separated by comma(,).

4.2.6. Create Service Ticket

Admin/Agent can add new ticket by clicking on the "Create Service Ticket" button present on the top right side of the portal and fill in the required details:-

  1. Service Queue(select from the drop-down)
  2. Details
  3. People(Student/Employee)
  4. User Name
  5. Sender Email



5. Assigned Ticket

Agents receive the ticket assigned by the admin in this section. Agents can click on the Ticket number to view the ticket details.

5.1. Send Mail

The agent can send a mail(Internally/External) to the user(Who created the ticket) as and when required by clicking on the "Send Mail" button on the top left side of the portal and fill in the required details:

  1. Email ID
  2. Remarks


Note
1. Once you submit the detail, the mail with the respective content will be forwarded to the respective email id.
2. All Email id should be separated by comma(,).

5.2. Close

An agent can close the ticket if no further action is required by clicking on the "Close ticket" button present on the top left side and fill in a few details:-

  1. Remarks
  2. Mail to the user(Yes/No)


5.3. Re-open

The agent can reopen the closed ticket if further action is required prompting you to be sure.

6. Response to Applicant

In this section, all the responses ever made on this ticket are reflected according to the role/assignment i.e.

  • As an Agent - responses of only assigned/created tickets will be visible.
  • As an Admin - all the responses on the ticket will be visible either created by user/agent/admin or assigned to the agent.




7. Ticket- Acceptance Status

This section helps the admin to view all status of each ticket at a glance at any time.

8. Spam

When any ticket is marked as spam by the admin, it automatically comes under this section.


Admin can any time shift this ticket back to the ticket section to perform actions like Assign an agent, close, etc by clicking on the "Back to the ticket" button.

9. Logins


There will be 3 types of logins and dashboard:

9.1. ITSD_Admin

Through this role, admin can configure the setting, create/manage/perform an action on tickets, assign it to agents, and track the responses made on the ticket.

9.1.1. Steps to be followed

Step 1:- Login as ITSD admin to view the ITSD dashboard.
Step 2:- Click on the setting section to first configure the ITSD-related details.
Step 3:- To understand the procedure to configure settings go to the "Settings" section.
Step 4:- To understand how to perform action click on the "As An Admin"

9.2. ITSD Agent

create/act on tickets, track the responses made on the ticket.

9.2.1. Steps to be followed

Step 1:- Login as an ITSD agent to act on a ticket.
Step 2:- To understand the procedure of how to act a ticket go to the "Assigned-Ticket".

9.3. Employee

Can just create a ticket.

9.3.1. Steps to be followed

Step 1:- Login as an Employee to add a ticket.
Step 2:- To understand the procedure of how to create a ticket and else can be done by an employee go to the "As An Employee".

10. Annexure

10.1 Roles


S.No.

Role Name

Description

1.

itsd_admin

Through this role, admin can configure the setting, create/manage/perform the action on tickets, assign it to agents, and track the responses made on the ticket.

2.

itsd_agent

create/perform the action on tickets, track the responses made on the ticket.

3.

employee

Can just create a ticket.



10.2 Workflow Diagrams

10.2.1 Activity Diagram

  • The activity diagram is a flowchart to represent the flow from one activity to another activity.

 




10.2.2 Use Case Diagram (UCD)

  • A use case diagram is a way to summarize details of a system and the users within the system.

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