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Comprehensive Trainingfor

Distributoron

Help Desk Application

19 April 2023

Help Desk

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This module will explain the user on the followings:

• How to log a new Ticket in Help Desk

• How to Search for a ticket

• How to view an already logged ticket

URL:http://dcms.hpcl.co.in/HelpDesk/Logging/SecureLogin.aspx

19 April 2023 3

How to Create User Id for Help Desk Application

Write email to dcms.support@gmail.com with the following details1. Distributor JDE Code / HPCL Employee Code2. Distributor Name / Employee Full Name3. Contact Phone number (including STD Code) and Mobile Number4. Email Id5. Address (For Distributor)6. Team Viewer Id for DCMSServer (for Distributor Only)

User Id Creation in Help Desk

19 April 2023

Log in Help Desk

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Distributor can log in Help Desk by entering the user id and password. Usually, the user id will be the dealer code and the password is Password@123. After clicking the Login screen, user should choose Distributor as the role.

http://dcms.hpcl.co.in/HelpDesk/Logging/SecureLogin.aspx

Internet connectio

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required

19 April 2023

Log a Ticket

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Distributor will choose the category and type shown in the screen and fill up other fields with the relevant information.

Internet connectio

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required

19 April 2023

Search Ticket

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Distributor can search tickets and view its status through the following screen.

Click on the hyperlink to view the ticket details

Internet connectio

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required

19 April 2023

View Solution / Reopen / Update Ticket

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To reopen a ticket, distributor should enter remarks in User Remarks field and click on Reopen button. If a ticket is currently in Pending status, distributor have to enter remarks in User Remarks field and click on Update button.

Enter remarks in this field to reopen and update ticket

Solution will be shown here

Internet connectio

n

required

19 April 2023

Dos

Check the status of the Ticket to know, whether the ticket has been resolved. See the resolution remarks for the Solution/Instruction given by Support Team User should close the Ticket, if the problem gets resolved. Provide the Phone number, including STD code (for Land Phone) properly to

whom support person will call. Write the Problem Description clearly, so that Support Team can understand the

problem, by reading the Problem Description.

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19 April 2023

Don’ts

Do not Call to the Support phone just after login the Ticket. Do not Log a single ticket for Multiple Problem. Each ticket will link to a single

problem

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Thank You

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