Genie Plus Service Desk Tool - Hexaware · PDF fileGenie Plus Service Desk Tool Shashikant Sonawane Bhaskaran Rajendran Version: 1.0 | Date: 13th July 2010 © Hexaware Technologies

© Hexaware Technologies Limited. All rights reserved. www.hexaware.com

Genie Plus Service Desk Tool

Shashikant Sonawane

Bhaskaran Rajendran

Version: 1.0 | Date: 13th

July 2010

© Hexaware Technologies Limited. All rights reserved. www.hexaware.com 2

GENIE PLUS – ITIL SERVICE DESK TOOL

Table of Contents

1 INTRODUCTION ............................................................................................................................... 3 1.1 User Module:.................................................................................................................................. 3 1.2 Create Ticket.................................................................................................................................. 4 1.3 Track Ticket ................................................................................................................................... 6 1.4 Approve Ticket ............................................................................................................................... 6 1.5 My Tickets...................................................................................................................................... 7 1.6 Proxy Ticket ................................................................................................................................... 8 1.7 Query Search ................................................................................................................................. 8 1.8 KEDB Search ................................................................................................................................. 9 1.9 Other Actions by the Requestor: ................................................................................................... 10



1 INTRODUCTION

GENIE PLUS is an ITIL compliance service desk tool that provides integrated console to log, track and maintain the

IT issues reported from Business users. The Service desk is a single point of contact (SPOC) catering all IT services

for Business / End users. Service desk is empowered with GENIE PLUS.

GENIE PLUS provides with a User Interface Business / End users can log IT issues, request online in a web-based

form. Once User has filed all relevant ticket details issue, it gets listed in your “Show All Ticket” page where you can

keep track of the logged issue.

Genie Plus is developed with primarily three modules and they are

a. User Module (Useful for End users) b. Process Module (Useful for Support staff) c. Admin Module (Useful for Senior Management)

1.1 User Module:

User can use this module to log and Track all of the IT service requirements. All the possible User requirements are

consolidated into various Categories & Subcategories. User need to select proper Location, Service Provider, and

Category &, Sub category along with Severity.

Please refer following screen for same.



With the help of GENIE PLUS user can Create, Track & Monitor his / her IT request. As a user, you can

A. Create Ticket B. Track Ticket C. Approve Ticket D. See My Tickets E. Can raise Proxy Ticket F. Quick Search G. Can search for Known Error database using KEDB

1.2 Create Ticket

There are different modes of placing a request to the IT Service Desk team, such as web-based form, e-mail (for a specific set of people ) and phone call. Genie Plus provides options to log details of a request originating in any of the above-mentioned forms.

To create a new request using the web-based form

Log in to the Genie Plus application using your user name and password. Click the Create Ticket link available just on the left Menu.



Employee or Requestor Details

Your Full Name, Employee ID, Workstation, Phone Number, Building, Project name and Project Manager that has

been associated with PSHRMS are Linked with GENIE PLUS. The Desk number / Phone Number are given in the

editable format and also you have to select the building details from the building dropdown list.

Classifying Request Category, Ticket Type & Severity

The Category drop-down box, lists the categories under which a request can be classified. Select the relevant

category to which your request can be grouped. Select the relevant Sub-Category from the combo box. Also select

the Ticket Type and Severity Item from the combo box.

Request Summary

Once you have assigned the category and Severity for the request, describe the request in detail. The detailed

request has two components to it, namely Subject and Description. In the Subject field, provide a relevant title to the

request that will exactly summarize your request content. Then, provide a detailed description with any other

associated details relevant to the request in the Description text box.

Attachments

Once you have done all the above, click the Submit button. The request is added to the list of requests and can be viewed from the request list view which can be invoked by clicking on the “My Tickets” in the header pane.

Additional Fields

Additional fields which the requesters can set in the create ticket screen will vary depend on the category /

Subcategory selection field. The Used needs to enter the relevant details in the field.

Other Modes of Creating a Request

1. E-mail the request to the Service Desk team. This e-mail will automatically be changed to a new request in

the Genie Plus application and any actions to be performed on the request will be immediately taken into

notice.

2. Call up the IT Service Desk agent and report an issue or explain the nature of your request. The Service

Desk agent will manually feed in the details into the application through the web-based Quick Call available

in the Call Management Module.



1.3 Track Ticket

Follow the steps given below to view a request available in the Track Ticket page.

1. On the left menu click on “Track Ticket”

2. Enter the ticket ID on the text box and press TAB key.

3. The ticket details will be displayed in the below grid with ticket details and the actual status

4. Now again click on the Ticket id to view the complete details of the ticket as show below

1.4 Approve Ticket

Follow the steps given below to approve a request available in the Approve Ticket page.

a. On the left menu click on “Approve Ticket”

b. On the Below Grid the ticket details will be displayed for the approval on various categories like

1. Ticket Pending for Manager Approval

2. Ticket Pending for IG Manager Approval

3. Ticket Pending for CIO’s Approval

4. Ticket Pending for Admin Approval

c. Now again click on the Ticket id to view the complete details of the ticket as show below



1.5 My Tickets

Follow the steps given below to View the ticket details Created by the user / Requestor.

a. On the left menu click on “My Ticket”

b. In the Below Grid the ticket details will be displayed created by the user

c. Now again click on the Ticket id to view the complete details of the ticket as show below



1.6 Proxy Ticket

Proxy Ticket enables the requestor to create a new request on behalf of another employee. Follow the steps given below to create a Proxy Ticket for another employee.

a. On the left menu click on “Proxy Ticket”

b. Enter the employee ID and fill in the rest all fields just like creating a new request.

c. Once the ticket is created the acknowledgement is sent to the Employee for whom the ticket was created.

1.7 Query Search

Query Search allows you to search any general information from the ServiceDesk Follow the steps given below to

search any general information from ServiceDesk.

1. On the left menu click on “Query Search”

2. Enter the Query and click Search button

3. The relevant details are loaded in the below gird



1.8 KEDB Search

Know Error Search allows you to search any Know error description and the Solution from the ServiceDesk

Database. Follow the steps given below to search any Know n error with solution from ServiceDesk database.

a. On the left menu click on “KEDB Search”

b. Enter the known issue details and click Search button

c. The solution to the know error are loaded in the below gird from ServiceDesk database.



1.9 Other Actions by the Requestor:

a. The Requestor can close the ticket by themselves b. The Requestor can give the input the ServiceDesk team’s Feedback c. The Requestor can reopen the ticket again.

Documents

Genie Plus Service Desk Tool - Hexaware · PDF fileGenie Plus Service Desk Tool Shashikant Sonawane Bhaskaran Rajendran Version: 1.0 | Date: 13th July 2010 © Hexaware Technologies