Our Infrastructure

Project Smile Helpdesk-IT Service Desk (Process Champion)

1IT Service Desk

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1. Call Flow Process

2. Ticket Process

3. Support Login, Dashboard & Preferences

4. Ticket resolution

5. Escalated Tickets

6. Reports

Table of Content

Our InfrastructureCall Flow Process

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Divisional End User

• Reports the problem to power user

Divisional Power User • Issue not solved, logs a call in OTRS

Process Champion

• Issue not solved, Move ticket to GITL

GITL• Issue not solved, Move

ticket to INFOR

Infor•Move to GITL ask

to raise incident

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1. Login 2. View Ticket

3. Assign Ticket/Move

Ticket

4. First Response

5. Deliver Response

6. Ticket Statistics

Ticket Process

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Support Login and Dashboard

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Goto connect.godrej.comE connectE Applications

Link

http://www.gbitservicedesk.godrej.com/otrs/index.pl

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Support Portal - Login

Enter your domain login

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Support Portal - Dashboard

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- Ticket will be displayed in respective

sections depending on the ticket status:

Reminder Tickets

Escalated Tickets

New Tickets

Open/Need to be answered

- My locked tickets: Tickets assigned to

you

- Tickets in MyQueue: Tickets

belonging to the Queues selected in

preferences.

- All Tickets: All tickets of the teams for

which access is provided

Support Portal - Dashboard

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Support Portal - Preferences

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MyQueues: Select specific

queues out of given all access

queues.

Ticket Notification:

Ticket notification mail will be

received only for the selected

MyQueues

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Ticket resolution

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Ticket Information

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Action buttons

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Call Assignment

Assign Call/change owner using Owner option

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Response Template

- Initial select First Response or WIP, makes ticket state WIP

- Select Awaiting for Customer if more information required

- Select Delivered if solution is delivered.

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Note: Browser Popup Blocker may block template window, select Always allow from

highlighted message

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Select appropriate Next State in Selected Response Template

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First Response: When ticket is viewed and acknowledgement needs to be given

Assigned: When need to convey customer regarding ticket assignment to a consultant

Work in Progress: When work related to ticket is started

Awaiting Customer Response: When additional details are needed from customer

OnHold: OnHold template will be used in response in case of any external constraints

Escalated to Principal: When GITL consultant logs incident in Infor Xtreme

Delivered:Solution is delivered

Ticket States

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OnHold Template

OnHold template will be used in response in case of any external

constraints

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- Call fields can be modified by Process Champion / Consultant

Call Fields Modification

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Move ticket

- If ticket needs to be moved then select the appropriate option from Move option

- Process champion can select GITL Functional

- GITL Functional can select Infor Functional

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- Moved ticket will be visible and Owner needs to be updated to known

consultant or Not Assigned

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Delivered Template

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1. Select Next ticket state as Delivered

2. Select the Cause from a drop down list

3. Enter incident number if Issue is registered in Infor Xtreme

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Escalated Tickets

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Open Tickets will start showing in Escalated tickets pane after 2 Days

Escalated Tickets in OTRS

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Status View

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Filter option available in : Tickets Status view

e.g. My Tickets for particular queue

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Reports

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Reports

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Our Infrastructure

Thank You

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