Service Manager Tool Introduction

Greg Baker (gregb@ifost.org.au)

Logging in and general orientation

How to access

http://your-site-url-goes-here/index.do

Usual client for most users.

Accessible for people working with disabilities.

http://your-site-url-goes-here/accessible.do

Use the accessible

interface if:You are blind or visually impaired.You use text-to-voice to “see” a computer screen.Using a mouse is difficult or painful.

Menus are expanded out fully.Larger fonts.

<TAB> navigation between fields.

Training Environment Login

Screen

Your username.(This might be your

Windows network username)

Your password. (This might be your Windows

network username)

World’s Shortest

Exercise Confirm that you can log in:

http://your-site-url-goes-here/index.do

Employee Self

Service http://your-site-url-goes-here/ess.do http://your-site-url-goes-here/accessible_ess.do

Log your own requests See your requests’

status Give approvals Order from the

catalogue Search the knowledge

base

The Top Four

1. To-do screen: what should I be

working on now?

1. To-do screen: what should I be

working on now?

Tickets you might see here:

SD = Interaction (someone called)

1. To-do screen: what should I be

working on now?

Tickets you might see here:

SD = Interaction (someone called)

IM = Incident (something’s wrong)

1. To-do screen: what should I be

working on now?

Tickets you might see here:

SD = Interaction (someone called)

IM = Incident (something’s wrong)

C = Change (change something)

1. To-do screen: what should I be

working on now?

Tickets you might see here:

SD = Interaction (someone called)

IM = Incident (something’s wrong)

C = Change (change something)

Txxxx = Task (help a change happen)

1. To-do screen: what should I be

working on now?

Tickets you might see here:

SD = Interaction (someone called)

IM = Incident (something’s wrong)

C = Change (change something)

Txxxx = Task (help a change happen)

PM = Problem (it’s always wrong)

1. To-do screen: what should I be

working on now?

Tickets you might see here:

SD = Interaction (someone called)

IM = Incident (something’s wrong)

C = Change (change something)

Txxxx = Task (help a change happen)

PM = Problem (it’s always wrong)PMxxx-xxx = Problem Task (help investigate)

Choose a module by clicking on a blue area.

2. Navigation

Choose a module by clicking on a blue area.

2. Navigation

Expand a menu by clicking on a triangle or the text beside it

2. Navigation

Expand a menu by clicking on a triangle or the text beside it.

2. Navigation

Click on a tool or function to use it

2. Navigation

2. Navigation

Favourites and Dashboards is mostly for reporting, oversight and management.

2. Navigation

Depending on your role, you see different modules here.

Help! My navigation bar has

disappeared!

(Helpful if you have a small screen and a wide form to fill in.)

3. (Almost) everything you do

creates a new tab

Click on the [x] to close a tabOr log out to close all tabs

But closing a tab does not

always prompt you to save your work

Your session will time out

eventually

... and you will lose all your unsaved work.

4. Save typing with Alt-F9

and Text fields with a fill button on the right can be autocompleted .

Action to validate and / or autocomplete

Application this works on

Alt-F9 Internet Explorer

Tab-Enter All clients – Firefox, IE and windows

Click the fill button All clients – Firefox, IE and windows

F9 MS-Windows client

This also validates the data in the field.

If there is more than one

completion, auto-complete supplies a list to choose from.

Auto-complete and validate

If there is only one valid completion, auto-complete uses it.

For some fields if the field is empty, auto-complete opens a search form.

Hit the “Count Records” button to see exactly how many.

Select from this list by clicking anywhere on the line

Dealing with lists

Next page, previous page, first page, last page, jump to page…

50 records by default per page.

Exercise

Make sure your navigation bar is visible. If it isn’t, make it appear.

Expand “Menu Navigation”. Find “Incident Management” and expand that. Click on “Open New Incident”. If you don’t have this, look for “Register New Interaction” under “Service Desk”.

Locate the “Service Recipient” field. Start typing your username into it, and then auto-fill the field.

Decide to do something else – “x” the tab.

This document was developed and placed in the Creative

Commons by Greg Baker from the Institute for Open Systems Technologies Pty Ltd.

There are more in this series, covering Service Requests, Incident Management, Change and other topics at http://www.ifost.org.au/Training/ServiceManager/

Many customers request these course materials be customised to suit their environment. Many also ask IFOST to deliver face-to-face or web-based training sessions based around these materials. Please contact Greg Baker (gregb@ifost.org.au) if you would like to discuss this.

We are always interested to hear your feedback.

What now?