EGAG PROJECT
Unicenter Service Desk
End User Training
Participant Manual Reference Number: EGAG-M.31.02.01 (Version 1.0)
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EGAG
Preface
2
Preface
The Unicenter Service Desk Participant Manual is developed for
participants’ usage during this training session. It provides useful
guidelines on the end user module; hence it is important that the
participants read the manual provided during the course. This course
is suitable for the end user as an Employee, responsible for managing
requests through the Unicenter Service Desk application.
About This Manual
This participant manual is divided into 3 main parts, namely
‘Conventions’, ‘Lesson Plan’ and ‘Course Contents’.
Conventions
This section provides participants with the conventions used in the
manual. Their meanings are explained in the following page for
participants’ reference.
Lesson Plan
This section provides participants with an overview of the course
including the course description, course objective, target audience,
prerequisites, instruction methods, references and supporting
documents, as well as other relevant information.
Course Contents
This section describes, in detail, the contents of the course. The
participants will also find some useful notes in the “Participant’s Note”
column provided.
EGAG
Preface
3
Conventions Used In Manual
Icons used in this participant manual and their meanings are
explained below. The following icons are used in both the instructor’s
manual and the participant’s manual:
Icons Descriptions
���� This icon represents some references to additional
resources. The resources can be found in other manual or
the application system.
����
This icon indicates additional information or resources for
instructors and participants.
���� This icon represents an exercise or handout that
participants have to complete.
This icon indicates slides presentation by the instructor as
stated in the participant’s note.
CONTENTS
CHAPTER 1 Lesson Plan 6
CHAPTER 2 UNICENTER SEVICE DESK 13
CHAPTER 3 Summary 30
APPENDIX A Feedback Form 32
EGAG
Table of Contents
5
TABLE OF CONTENTS
1.0 LESSON PLAN......................................................................................................6
1.1 Course Description....................................................................................................... 7
1.2 Course Objective ......................................................................................................... 8
1.3 Target Audience........................................................................................................... 9
1.4 Prerequisites................................................................................................................ 10
1.5 Instruction Methods.................................................................................................... 11
1.6 References and Supporting Documents ................................................................. 12
2.0 UNICENTER SERVICE DESK................................................................................13
2.1 Getting Started ........................................................................................................... 14
2.1.1 UNICENTER Service Desk Access ....................................................................................... 14
2.1.2 UNICENTER Service Desk Interface.................................................................................... 15
2.2 Request Management............................................................................................... 17
2.2.1 Create New Request .......................................................................................................... 17
2.2.2 View Request....................................................................................................................... 19
2.2.3 Edit Request......................................................................................................................... 21
2.2.4 Update Request – Add Comment .................................................................................... 22
2.2.5 Update Request – Attach Document............................................................................... 24
2.2.6 Close Request...................................................................................................................... 27
3.0 SUMMARY.........................................................................................................29
3.1 Conclusion .................................................................................................................. 30
4.0 FEEDBACK FORM..............................................................................................31
CHAPTER 1
1.0 Lesson Plan
1.1 Course Description
1.2 Course Objective
1.3 Target Audience
1.4 Prerequisites
1.5 Instruction Methods
1.6 References and Supporting Documents
Lesson Plan
Course Description
7
1.1 Course Description
This section describes the course description for Unicenter Service
Desk – End User (Employee).
The course provides several useful functions for an employee to
create, update and close a request from the Unicenter Service Desk
application.
Since this manual is to be used by the employee group of an
organization, the focus of this documentation is to briefly explain on
the functional of the Unicenter Service Desk application. This
document serves as a reference for those who involved in the
employee to ensure that they can successfully create, update and
close the request in the application system.
Lesson Plan
Course Objective
8
1.2 Course Objective
The purpose of this manual is to provide the Unicenter Service Desk
users with a full understanding about the function and information
provided by the system. The manual provides the following
information:
• Unicenter Service Desk: End User overview
• Unicenter Service Desk: End User functionality overview.
Lesson Plan
Target Audience
9
1.3 Target Audience
The target audience for this training will be the end user which is an
employee of the organization.
Lesson Plan
Prerequisites
10
1.4 Prerequisites
The participants must have the following prerequisites in order to
understand the material successfully:
Has similar working experience in creating, updating and closing an
application system.
Lesson Plan
Instruction Methods
11
1.5 Instruction Methods
The lessons are covered by a combination of lectures,
demonstrations and practical exercises. The questions and answers
session will be provided at the end of the course.
Lesson Plan
References & Supporting
Documents
12
1.6 References and Supporting
Documents
The Unicenter Service Desk Online Help which in the application can
be referred to as a reference or supporting document.
CHAPTER 2
2.0 UNICENTER Service Desk
2.1 Getting Started
2.2 Request Management
UNICENTER Service Desk
Getting Started
14
2.1 Getting Started
2.1.1 UNICENTER Service Desk Access
1. Type the below address to access the USD server.
http://10.23.24.24:8080/CAisd/pdmweb.exe or
http://servicedesk:8080/CAisd/pdmweb.exe
2. Enter User Name and Password
3. Click Log In button.
Figure 2.1-1: Login Page for End User
UNICENTER Service Desk
Getting Started
15
2.1.2 UNICENTER Service Desk Interface
The following interface will be displayed once the user has
successfully log into Unicenter Service Desk.
Figure 2.1-2: End User Interface
Interface Section Description
Carian Penyelesaian
Sedia Ada
Allows the user to search for Knowledge
Documents. The functions available:
“Katakunci untuk carian” – Search for the
Knowledge Base
Service Support Allows the user to raise new request. The
functions available:
Laporan Masalah – Open the new request
Service Desk contact information and hours
of operation – Go to the CA service desk
contact information.
Look up my existing
Request
Allows the user to search for their existing
opened or closed requests. The functions
available:
You have # open requests – Open the List of
the Open Requests
You have # closed requests – Open the List
of the Closed Requests
A request number – Open the specific
#Request.
UNICENTER Service Desk
Getting Started
16
Interface Section Description
Buletin Allows the user to view all latest
announcements. The functions available:
Senaraikan semua bulletin- Open the List of
the bulletins that have been published.
UNICENTER Service Desk
Request Management
17
2.2 Request Management
2.2.1 Create New Request
Following are steps to create new request:
1. Click hyperlink ‘Lapor Masalah’ from the Service Support column
at Figure 2.1-2: End User Interface.
2. Following screen will be displayed.
Figure 2.2-1: Search Knowledge window
3. Enters Keywords and click at the OK button.
4. A solution will be displayed.
Figure 2.2-2: : Knowledge Document result window
5. Click on the Resume Creating Request button. The Knowledge
Document result page will be closed. A new request number is
created.
UNICENTER Service Desk
Request Management
18
Figure 2.2-3: Request Detail Window
6. Fill in the necessary fields and click Save button to save the new
request.
7. Message ‘Save Successful - Request # created’ will pop up.
Figure 2.2-4: Request Number is Created
8. Click on OK button. Addition message appear in Service Support
Column ‘Request # created. Click here to View’.
UNICENTER Service Desk
Request Management
19
Figure 2.2-5: Addition Message in the Service Support Column
2.2.2 View Request
There are two ways for user to view request :
i. View all open requests
ii. View certain request.
Following are steps to view all open requests:
Figure 2.2-6: End User Interface
1. User can view all open requests by clicking at ‘You have # Open
Request’ and a list of request submitted will be displayed.
UNICENTER Service Desk
Request Management
20
Figure 2.2-7: List of Open Request
2. Click one of the Request #.
3. Request Detail window will be displayed with a description text
box.
Figure 2.2-8: Request Detail Page
4. Click Home on the top right corner to go back to main menu.
Following are steps to view certain request:
Figure 2.2-9: End User Interface
1. Enter Request # in the search box and then click Go button.
UNICENTER Service Desk
Request Management
21
Figure 2.2-10: Request # Search Box
2. A record will be displayed if the request is belonging to this user,
else an error message will be displayed ‘Error Request # not
found’.
Figure 2.2-11: Request Number Not Found
2.2.3 Edit Request
Following are steps to edit requests:
Figure 2.2-12: Request Detail Page
1. Click Edit Request on the top right of the screen. Request Detail
page with the following editable field will be displayed:-
UNICENTER Service Desk
Request Management
22
Figure 2.2-13: Editable Request Detail Page
2. Click Save to save the edited request details.
3. Message Save Successful- Request # Updated will pop up.
Figure 2.2-14: Edit Request Success
4. Click OK button. Request Detail window will be displayed with
the edited details.
2.2.4 Update Request – Add Comment
Following are steps to update requests- add comment:
Figure 2.2-15: Request Detail Page
1. Click Add Comment on the top right of the screen. A window
with a description text box will be displayed.
UNICENTER Service Desk
Request Management
23
Figure 2.2-16: Add Comment Page
2. Key in the comment at the respective field.
Figure 2.2-17: User Description Added
3. Click Save button to save the comment.
4. Request Detail window will be displayed. A new entry of Log
Comment will be created in the History section.
Figure 2.2-18: Log Comment Created
UNICENTER Service Desk
Request Management
24
2.2.5 Update Request – Attach Document
Following are steps to update request – attach document:
Figure 2.2-19: Request Detail Page
1. Click Attach Document on the top right of the screen. A Create
New Attachment window will be displayed.
Figure 2.2-20: Create New Attachment Window
2. Click Locate File button at the middle of the screen.
3. A File Upload window will be displayed.
Figure 2.2-21: File Upload Window
4. Click Browse to search for a text file.
5. File upload window will be displayed to allow user to select a file
to be uploaded.
UNICENTER Service Desk
Request Management
25
Figure 2.2-22: File Upload
6. Select required file and the selected file displayed in the browse
field.
Figure 2.2-23: Selected file to be uploaded
7. Click OK to upload the file. Message Status = Upload Successful is
displayed.
Figure 2.2-24: Upload Successful
8. Click Save and Close on the pop-up window.
9. Request Detail window will be displayed. Message Save
Successful will pop up.
UNICENTER Service Desk
Request Management
26
Figure 2.2-25: Attachment Successful
10. Click OK button. A new Attachments section is displayed together
with the name of the file uploaded.
Figure 2.2-26: Attachment Section Displayed the Uploaded File.
UNICENTER Service Desk
Request Management
27
2.2.6 Close Request
Following are steps to close request :
Figure 2.2-27: Request Detail Page
1. Click Close Request on the top right of the screen. A window with
a Closing Remarks text box will be displayed.
Figure 2.2-28: Closed Request Window
2. Click Close Request on the top right of the screen.
3. Request Detail window will be displayed. Message Save
Successful will be displayed
UNICENTER Service Desk
Request Management
28
Figure 2.2-29: Close Successful
4. Click OK button. The status is closed and a new entry of closed
will be created in the History section.
Figure 2.2-30: Status is Closed
CHAPTER 3
3.0 Summary
3.1 Conclusion
Summary
Conclusion
30
3.1 Conclusion
The training on the Unicenter Service Desk provides specific
operational information on how the End User Module software helps
the day-to-day operation. This manual should be able to assist the
user in understanding the function of the Unicenter Service Desk.
APPENDIX A
4.0 Feedback Form
4.1 Reader Feedback Form
Reader Feedback Form EG5.31.02.01 Unicenter Sevice Desk Participant Manual (version 1.0)
We value your input to maintain and improve the quality of our products. Kindly use this form to report errors, or
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