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itelligence Service Portal

Version 2.3

Service Portal: https://www.it-supportdesk.itelligence.de/supportdesk

Date: March 2012


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itelligence Service Portal Version: 2.3

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Change History

Version Changes Responsible Date

1.0 Structure Th. Volkmann / T. Brckner 28.02.2010

1.1 Content Th. Volkmann / T. Brckner 04.03.2010

1.2 Replacement Process ch. 4

Draft ch. 5.2

Approval Process ch. 5.4

Th. Volkmann / T. Brckner 19.07.2010

1.3 Content Th. Volkmann 31.08.2010

2 Selection of Service Requests ch. 5.1

Process Changes (Status Procedure) ch. 5.3

Th. Volkmann Feb. 2011

2.1 Content Th. Volkmann April 2011

2.1 Personal Settings Alexander Schinnen April 2011

2.2 Password Forgotten Alexander Schinnen Dec. 2011

2.3 Content Th. Volkmann March 2012

Table of contents

Change History 21. Contents and Objective 32. User Management 33. Logon 34. Navigation 85. Incident Processing 125.1. Incident Selection 125.2. Incident Creation 135.3. Updating the Incident 185.4. Incident Approval (Customer Must Have Process Defined with itelligence) 21


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1. Contents and ObjectiveThe itelligence Service Portal is a tool for recording, tracking, and processingincidents. It supports our partners and customers in the simple recording andtracking of service related incidents. At the same time, it offers the possibilityto exchange information with the itelligence Service Desk (and/or SAP Sup-port) and it makes incidents transparent (overview, reaction times, incidenthistory, etc.).

In the following document, incident recording and processing using the itelli-gence Service Portal are described for itelligence customers.

2. User ManagementThe itelligence Service Portal collects the information for user managementfrom the SAP Service Marketplace Portal. If you already have user access toSAP Service Marketplace, please use the same S-User ID to access the itelli-gence Service Portal.

If you do not have access to SAP Service Marketplace, please request an S-User ID from your company administrator. Once the user is created in SAPService Marketplace with the appropriate authorizations, the user is automati-cally created in the itelligence Service Portal. If not, please open a ticket inthe itelligence service portal with the name and the S# of the user.

An email is sent once the new user is configured. This email contains the in-formation needed to access the itelligence Service Portal.

If you forget your password, please request a new password from the logonscreen of the itelligence Service Portal (see the screenshot below). Thepassword needs to have at least eight characters, at least one special charac-ter, and include at least one number.

Please ensure that users who no longer need to access to the itelligence Ser-vice Portal (e.g., retirement or termination of employees) are deleted central-ly in the SAP Service Marketplace. A comparison between Service Market-

place and the Service Portal removes these users.

3. LogonPlease access the itelligence Service Portal via the internet:

https://www.it-supportdesk.itelligence.de/supportdesk

Logging on to the system requires your user-ID and password.


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The first time you log on to the itelligence Service Portal, it is necessary toinstall a certificate. Doing this eliminates further certificate inquiries.

Language: Select the preferred language by choosing from the logonlanguages German or English.

Change Password: Please enter your Service Portal User ID and pass-word, select Change Password, and create a new password for your Ser-vice Portal User ID.

Password Forgotten:Selecting Password Forgotten let you request anew password for your Service Portal User ID after providing your userand email address. A new password is sent via email.


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Contact: The contact link can be used to send an email to the helpdesk.

Automatic Logon:

If you wish to be logged on automatically when you access the itelligenceService Portal, you have to install a Single Sign-On certificate. Once theSingle Sign-On Certificate is installed, it is no longer necessary to enteryour S-User data.

In order to accomplish this, please apply for a SAP Passport in the SAPService Marketplace.* Log on to the SAP Service Marketplace as usual andnavigate to My Profile and then to My Portal Profile settings.

Choose Maintain My Single Sign-On Certificate and enter your Service Mar-ketplace S-User ID and Service Marketplace password, then select Apply forSAP Passport (see the screenshots below).


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*This step can be skipped if you already use Single Sign-On for the SAPService Marketplace

Please confirm any following windows with Yes and restart your internetbrowser. When you log on next time to the itelligence Service Portal and al-

so to the SAP Service Marketplace, a window opens displaying your S-UserID. Please select OK and the system logs you in automatically.


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4. NavigationThe main navigation in the itelligence Service Portal is carried out from the

top menu bar.

Home: This selection lets you go to the itelligence homepage and to Exit theitelligence Service Portal.

Service Desk: Choosing Service Desk lets you display, create, process, andmanage service incidents. An overview of incidents is provided when select-ing the starting page (Service Desk Start). Please see the followingscreenshots.

When clicking on an incident number (Transaction ID), you are taken to adetailed display view of that specific incident.

Depending on your interests, choose from the provided display variants: MyToDos, My Requests and My Open Requests.

The Export button enables you to export the overview of your inci-dents into a Microsoft Excel spreadsheet.


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Print the incident by clicking the Print Button that is located in the line ofthe incident. When selecting the button, a PDF document is opened thatcontains all of the incident details. A safety warning may pop up in the in-ternet browser that needs to be confirmed to move forward. You can printthe document at this point. If the column with the print symbol is not dis-played, right click on the gray row and choose User Settings. From thiswindow, you can add the PRINT column to the Displayed Columns selection.

The following options are also available under the Service Desk selection:

Start: This is the Home or Starting Page that provides the inci-dent overview.

Create: Select this to Create a new incident.

Links SAP Notes: This links to the Notes search in SAP ServiceMarketplace. You need a valid S-User ID and password to SAP Ser-vice Marketplace to use the feature.

Extras Personal Settings: Choosing Extras takes you to your PersonalSettings where you can change and administrate your personal settings ifdesired.

Under Personal Settings, you have the option to choose a Default MonitorVariant. itelligence recommends using the variant My Open Incidents for


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information concerning any open incidents. You can also select if you wouldlike to open the incidents in display or change mode.

Besides communication language and time zone are maintainable.

If the checkmark Open last variant is set, the system memorizes the lastvariant opened and reopens it when you bring up the starting page again.

Your selection is saved with .

Replacement Process:

Under Personal Settings, the My Replacements section allows you to definea replacement to manage your incidents for a specific time period. The Re-placement receives all incident status emails and can view all relevant inci-dents that are assigned to you. Replacements can also process the incidentsand become the Approver if necessary.

You can only specify one Replacement during a specific time period. You canconfigure multiple Replacements; however, the valid from/to dates cannotoverlap.

If you are the designated Replacement, you can view the incidents of yourcolleague together with your own incidents under My open requests.


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By selecting the variant My ToDos., you can see all incidents which requirean action.

If you are the designated Replacement, you cannot designate a Replace-ment under your Personal Settings.

Once the Replacements are configured, please save by pressing the Save

button .

Help: The Help selectionprovides the user documentation for the itelligenceService Portal. The documentation is displayed in German or English, de-pending on your logon language.

Note: When using the itelligence Service Portal, please use the provided el-ements for navigation from within the itelligence Service Portal. Avoid usinginternet browser buttons as seen in the screenshot below. If you use the in-ternet browser buttons, problems in the Service Portal functions and pagescould occur.

If you need to refresh your starting page (Incident Overview), you may use

the refresh button of your internet browser (e.g., ).


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5. Incident ProcessingThe itelligence Service Portal is used for reporting and processing incidents.

Once an incident is created in the Service Portal, it is forwarded to the itelli-gence Service Desk to analyze and process. When a solution is proposed,the incident is assigned back to the initial reporter. From there, the reportercan close the incident or can reply and keep the incident Active with the Ser-vice Desk.

5.1. Incident SelectionThe Service Portal starting page provides an overview of all incidents record-ed in the Service Request Monitor(see Section 4). These incidents canbe organized according to your personal settings. When clicking on the

Transaction ID, a detailed view of each incident is displayed. These detailsinclude notes in the incident as well as the Request History.

In the Disp/Edit mode of an incident (see Section 5.3), if you wish to save anincident before submitting it to the itelligence Service Desk, please save theincident as a Draft (see Section 5.2). Once saved, you may view the incidentunder My Drafts.


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When using the Selection Service Request Button, you may select and searchtickets with different criterias.

5.2. Incident CreationTo create a new incident, please browse to Service Desk Create from themenu.


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Before sending the incident to the itelligence Service Desk, you have the op-tion to save the incident as a draft by selecting Save as Draft. Any draftssaved are not visible to the Service Desk and therefore cannot be processed.Any drafts that are saved can be edited several times. Once the draft is sentto the Service Desk, the appropriate SLA-Relevant creation date is assigned.

Please remember, the saved drafts can only be viewed underMy Drafts. Clicking on Transaction ID opens the incident to be edited.

All fields marked with a star are required. The mandatory fields vary de-pending on which Contract Type is selected.

Some of the mandatory fields are as follows:

Description: This is a short and basic description of the problem.

It also doubles as the subject heading.


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Contract Type: This is where you select if this is a Maintenance,Consulting, or Hosting contract. The options available to you de-pend on the contractual status with itelligence.

Priority: There are four priority classes to choose from:o Low: Select this priority if there is a problem, but you can

still successfully work day-to-day tasks.

o Medium: Select this priority if there is a problem and the

day-to-day tasks could be interrupted in the near future.

o High: Select this priority if the daily tasks are interrupted.

o Very High: Select this priority if the daily tasks are seriously

interrupted in your Production Environment (system down).

Subject: Depending on the selected contract type of the incident,the field subject helps to provide more information to the itelligenceService Desk.

Classification: When selecting Consulting for Contract Type,the following optional fields appear and can be selected under Sub-

ject:o Change Request: Select this to order new or additional IT

Services (e.g., the change of an existing process in SAP or

the addition of new functionality in SAP).

o Incident: Select this when having problems that are rela-

tional to hardware or software (e.g., system failure, printing

issues, SAP short dumps, invoicing does not work, etc.)

o Service Request: Select this when you need password re-

sets, printers defined in SAP, transports, storage location

questions, creation of contracts, and any other general ques-

tions.

SAP Component: Please choose the component for the specificSAP business or technical area which is the closest relation to the is-sue.

System Type: This identifies the system as a Development Sys-tem, Test System, or Production System.

Approval Process: This field only appears when the contract typeConsulting is selected AND an approval process is defined withitelligence. Please mark the issue with Change Subject to Approv-al. Once this checkmark is selected, the change must be released

by an Approver which has been pre-defined by your company (seeSection 5.4).


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Longtext: Please describe the issue in detail. A minimum of 10characters must be entered.

The field Created By is automatically populated with the Service Portal UserID that is logged into the system. This field cannot be changed.

Press the button to attach a file, a web link/address, or a SAPNote to the incident. When you enter web links/addresses, please be sure toenter the complete URL (e.g., http://www.itelligence.de).

Open a Service Connection Maintenance Customers: When selectingMaintenance for the Contract Type, there is the option to open a ServiceConnection for SAP Support and a Secure Area to store information such asLogOn data.

Please Note: Your S-User ID needs these specific authorizations on the SAPService Marketplace to access the above: Open Service Connection andMaintain Customer LogOn Data.

When selecting Secure Area, a new browser window appears. Here youcan maintain your installations and provide the LogOn data for the selected

system.


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When clicking Service Connection, a new browser window appears. Fromhere you can open the service connection for SAP Support.

You still have the option to log on to SAP Service Marketplace separately toopen the Service Connection and access the Secure Area.

It is not necessary to open the Service Connection and store LogOn datawhen creating an incident. This process can be completed anytime duringmessage processing.

After all the mandatory fields are populated in the incident, please send theincident by pressing the button Send. The incident is directed to a memberof the itelligence Service Desk for immediate processing.

After the incident is submitted, the Service Portal assigns a Transaction ID toit and automatically populates the fields Sold-To Party, Reported By, MessageProcessor, and Currently Responsible. The field Currently Responsiblenames the current processor of the incident. Depending on the incidentsstatus, the Currently Responsible may change throughout the incident pro-cess.

The Transaction ID (located at the bottom of the Service Portal screen) islisted to allow you to access the incident anytime.

After the incident is created, no further action on the part of the reporter is

necessary. Once a solution is provided or further information is required, thereporter is informed of the update via an email.


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5.3. Updating the IncidentIn order to process an incident, please select the incident by clicking on theTransaction ID. Once the incident is opened, to make any edits or notes in

the incident, please select the Disp/Edit button .

In the detailed view of an incident, locate the Expand button in the upper

right side of the window .

When selected, this button opens the Service Request Monitor in the uppersection of the Service Portal screen. The detailed view is still displayed be-

low. This option allows fast navigation between different incidents.

All changes and updates are logged under Request History under the Ser-vice Request Details. If the incident status is updated by the itelligence Ser-vice Desk to Customer Action, Sent to SAP or Proposed Solution, youreceive an email with a link to directly access the incident.

Remember to review Request History to view any details or comments inrelation to the incident.

After the incident is created, it is put into New status. The itelligence Ser-

vice Desk can change the status toAcknowledged, Assigned, or Active:

Acknowledged: The incident is classified and accepted by the Ser-vice Desk.

Assigned: The incident is assigned to a person or support teamwithin the support organization.

Active: The support person or support organization takes ownershipof the incident and begins searching for a solution.

In the detailed view of an incident opened under the Maintenance contract,

you again have the possibility to open the Service Connection and to storethe LogOn data in the Secure Area (see Section 5.2).


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To process and update the incident, make sure to switch to change mode by

clicking on the Disp/Edit button . Once selected, you now can editand update the incident.

To send further information regarding an incident in New, Acknowledged, As-signed, or Active status to the itelligence Service Desk, click the button Addan Info. Please know that Add an Info does not trigger a status change.

When the itelligence Service Desk changes the incident status to CustomerAction or Proposed Solution, the following buttons become available foryou:

Confirm Incident

In status Customer Action or Proposed Solution the action Con-firm Incident is available. This action closes the incident if the prob-

lem has been solved. Once the incident is closed, it cannot be edit-


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ed anymore. A new incident needs to be created if there is still anissue.

Reply to Support / Send Answer to SAP

Please select this action if the problem has not been resolved. OnceSave is selected, the incident is sent back to the itelligence ServiceDesk/SAP to be reviewed. Once a new solution exists, the reporterreceives an email notification.

The text you enter when you execute the action must consist of a minimum10 characters.

Once OK is selected, the status is changed to Customer Responded. Thesystem assigns the incident to the itelligence Service Desk and populates the

Currently Responsible.

Incidents that remain in the statuses of Customer Action or Proposed So-lution for a period of 4 weeks automatically update their status to Requestfor Closure. This status can also be set manually by the message processor.In both cases an email is generated and requests to close the incident.

If the incident remains in Request for Closure status for an additional 4weeks, the incident is closed automatically.

Once the incident is set to Closed, the incident can no longer be edited orupdated.

If an incident with the contract type Maintenance has the status Send toSAP, you can send additional information to SAP. This is necessary if youneed to add some missing or additional information for SAP Support.


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Once you add information for SAP with the button Sent Notification to SAPand confirm the text by pressing OK, this provided information is sent toSAP.

Attachments cannot be sent to SAP if the incident is in the status Sent toSAP. You can only send attachments when in Proposed Solution or Cus-tomer Action status. If the itelligence Service Desk is the responsible partyfor the incident in the status of New or Active, it is possible to attach anadditional file.

In general, it is possible to attach an additional file to the incident except inthe status Sent to SAP. The file can be attached by clicking the button:

The incident has to be saved afterwards.

5.4. Incident Approval (Customer Must Have Process Defined with itelligence)If you have setup a defined approval process with itelligence, and any inci-dents are created with the contract type Consulting, the approval process

can be tracked.

If the checkmark Activate Approval Process is selected during the incidentcreation, one or two responsible Approvers must be selected.

If only one approver is required, please choose one approver. If the approvalneeds two approvers, please fill in both fields.

The approval type should be defined with the proper selection of All Approv-ers Have to Approve or Only One Approver Has to Approve.


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Incidents created with the Activated Approval Process always have theadditional status Change Mode.

When the itelligence Service Desk changes the incident status to Waiting forApproval, the Approver is informed via an email.

The Approver can view all incidents to be approved in the incident monitorusing the display variant Tickets to be Approved.

The following actions are available for the Approver (and only the approv-er) in the incident details:

Approve: The expense or request specified in the incident is acceptedand approved.

Reject: The expense or request specified in the incident is declined.This action closes the incident and it can no longer be edited.

Answer to Support: If you require further information from the itelli-gence Service Desk, select the button Reply to Support. It changesthe status to Customer Responded. Please note that the incident isnot approved after selecting this.

If two approvers are required to approve an incident, it is only approved afterboth approvers approve. If one of the approvers chooses to decline the inci-dent, the status changes to Request for Closure. If one of the approvers


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sends a Reply to Support, the incident status changes to Waiting for Ap-proval and both approvers must start the approval process over again.

A minimum of 10 characters must be entered in the Longtext of the incident.

When you choose Approve or Reject, the status is updated to CustomerResponded or Request for Closure, respectively. The system then deter-mines the Currently Responsible, and informs the itelligence Service Deskprocessor or the Reported By via an email.

Please note: If an incident is created without the Activate Approval Processselected, the itelligence Service Desk can select this option when processingthe incident when requested.

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