Self Service User Guide_v1.1

7/31/2019 Self Service User Guide_v1.1

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Self Service for Missions

User Reference GuideVersion 1.1

From the developers of


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Contents

What is Self Service?

Logging In

Home Page

Menu Options

Reporting a Problem or Incident

Requesting Service or Equipment

Checking the status of your requests

Additional Approvals

Other Self Service Menu Options


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What is Self Service ?

Self Service is an online customer service application where you

can create requests without picking up the phone

Agents immediately see your requests in iNeed and can respondin a timely manner

Your iNeed Administrator will give you access to Self Service


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Logging In

To access Self Service enter this URL in the address bar of Internet Explorer:

http://ineedservice.un.org The Login page will appear. Enter your Lotus Notes Webmail ID and password

Enter your complete

Webmail email addressand password, [email protected]


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Logging In

Always use your Webmail password when logging in to Self Service.

You can set your Webmail password using this option in your desktop

version of Lotus Notes>Address book>Search for contact>Open>Edit


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Home Page

Once you log in, the system displays the Home Page. The main menu contains links to all Self Service activities that you can perform.

My Service Requests provides a list of the requests that you have submitted Each menu option has a brief description to help you decide which option to choose.


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Main Menu

Use these links to1. Ask a Question or report a Problem

2. Request for Product or Service

This link is for Approvers to view and approve requests for equipment or service

List of Frequently Asked Questions

A ContactDirectory of your Colleagues

Service Desk ContactNumbers


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To report a Problem or ask a question, use this option

The system displays a detail screen where you can enter information about yourproblem or question.

Your contact information is automatically added to the screen.

You can also attach screenshots or files to your request Once you are done, click on Submit.

Other fields require data entry


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Make sure your requests are sent. Dont forget to click

onSubmitwhen you are done.


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Requesting for Service or Equipment


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Requesting for Product/Service

To request for an produce or service from a catalog use this option

The system displays the catalog screen. Select the product / service and add it to yourlist. Some instructions are displayed on the screen

Click on a catalog item and itscorresponding products andservices will display in the nextframe

Click on a product / servicecheckbox to select. Use AddItems button to add it to yourrequested items

All requested items aredisplayed here.


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Searching for Equipment or Service

Request Details Screen

You can add requested items by searching the catalog to add the items.

This screen is same to the one used when requesting for equipment/service.

Search catalog opens up a pop displaying all full catalog items, you can select itemsby checking the check boxes and by clicking Add Items button.


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Modifying Requested Items

United Nations/OICT

Clicking the Modify Requested Items button takes you to Catalog page, where can additems by selecting the Catalog or by Searching the catalog.


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Requesting for Product or Service

Make sure your requests are sent. Dont forget to click

onSubmitwhen you are done.

If you want to add or remove items from the list click thisbutton

You can review the items you requested in this section.


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Checking the Status of Your Requests


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The SR# is your Service Request identifier. The system assigns this uniquenumber to your request when it is submitted

All requests that you submitted are listed in the My Service Requests section ofthe Home Page:

Click on an SR# link to display more details of your request. Additionaltabs/functions are displayed at this level


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Updates Tab

Shows all emails/correspondence related to your request.

Refer to the Status field to see if your request is Pending, Approved or Rejected

Service Request Details tabs/functions:

The Add button allows you to create updates to the Service Request that sends an emailmessage to the Help Desk Agent

Requested Items/Approvals Shows your requested items and their approval status

Click on the Approvers email Id link to send an email directly to the person through Lotus Notes

Enter your message here


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You can see the status of your requests in Self Service.

You can send messages to the Service Desk using the

Updates tab in the detail view

If you need to call the Service Desk to check on yourrequest, have your SR number ready. This will help theagent give you a faster response to your inquiry


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Other Self Service Functions


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Reporting a Problem for a Colleague

Change the value in this field to No

Click on the Binoculars Icon A popup will appear for you to add your colleague, enter his/her details in the fieldsand click Go

You can submit a request for a colleague

Select the correct name from the list and click Pick


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Knowledge Base

A useful list of FAQs. This list may be updated as more users are added tothe system

Knowledge Base

Click on a question to see its answer or browse the list by scrolling up or downthe screen


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Contact Us

A list of phone numbers for Service Desks that are using the Self-ServicePortal

Directory and Contact Number Menu Options

Locate your colleagues

A detailed search function is provided with this directory. Search resultsare displayed on the lower half of the screen.

Enter information in one or more of the fieldsthen click Submit.

When searching for phone numbersuse * instead of or ()


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Approving Requests(This function can be only be performed by Authorized Approvers)


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Approvals

All requests that have been submitted to the Approver are displayed in this list

This function is accessible to Chiefs, Supervisors or any user that has been givenan approver role

To access this function click on the Manage Approvals link

Select a request and click on the Approve/Reject button Use the Delegate button to delegate approval of one or more requests to another

Self Service User


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Approvals

This page is displayed when you click Approve/Reject. It contains a Remarksfield for the approver to enter any comments regarding the request

To process the request, select the appropriate value from the Status dropdownfield

You can view a document that was attached to the request by clicking on its filename displayed in the list


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For any questions or problems with Self Service,

please contact your local ITService Desk

This presentation was brought to you by

TEAM CRM

OICT UNHQ

Documents

Self Service User Guide_v1.1