Total Tickets

Tickets Handling Time Daily Stand up call Time ( In Mins)

Week Date KT Time ( In Mins) A ( In Mins) (B) ( In Mins) (C) B+C
Wk1 24th Dec'19 0 0 0 0
Wk1 26th Dec'19 0 0 0 0
Wk1 27th Dec'19 0 0 0 0
Wk2 30th Dec'19 0 160 0 160
Wk2 31st Dec'19 0 662 0 662
Wk2 2nd Jan'20 0 615 0 615
Wk2 3rd Jan'20 0 80 0 80
Wk3 6th Jan'20 0 235 0 235
Wk3 7th Jan'20 0 655 90 745
Wk3 8th Jan'20 0 482 180 662
Wk3 9th Jan'20 0 851 0 851
Wk3 10th jan'20 0 345 0 345
Wk4 13th Jan'20 0 572 237 809
Wk4 14th Jan'20 0 228 72 300
Wk4 15th Jan'20 0 450 177 627
Wk4 16th Jan'20 0 618 129 747
Wk4 17th Jan'20 0 610 336 946
Wk5 20th Jan'20 0 749 183 932
Wk5 21st Jan'20 0 1047 195 1242
Wk5 22nd Jan'20 0 842 78 920
Wk5 23rd Jan'20 0 1050 228 1278
Total 0 10251 1905 12156
0 170.85 31.75 203
 Total
Total tickets Ticket tickets Ticket Total
Hours consumption as Received closed Received closed Tickets
Total In Hrs per SOW Usage Total Resource (GSDC) (GSDC) (BIT) (BIT) Received
0.00 0 4 0 0 0 0 0
0.00 0 4 0 0 0 0 0
0.00 0 4 0 0 0 0 0
2.67 4 3 2 2 0 0 2
11.03 11 3 20 3 0 0 20
10.25 10 3 6 2 0 0 6
1.33 4 3 2 0 0 0 2
3.92 4 3 5 5 0 0 5
12.42 12 3 25 3 0 0 25
11.03 11 3 8 0 0 0 8
14.18 14 3 8 8 0 0 8
5.75 6 3 5 2 0 0 5
13.48 13 3 11 6 2 0 13
5.00 5 3 4 0 3 0 7
10.45 10 3 4 3 0 0 4
12.45 12 3 8 8 1 1 9
15.77 16 3 2 8 1 0 3
15.53 16 3 6 5 0 0 6
20.70 21 3 13 2 2 1 15
15.33 15 3 9 3 2 0 11
21.30 21 3 12 3 2 1 14
203 206 3 150 63 13 3 163
Total Tickets
Closed
0
0
0
2
3
2
0
5
3
0
8
2
6
0
3
9
8
5
3
3
4
66 155.31818182
S/no Instance Incident/Request ID Priority Request / Incident
1 GSDC INC00194820 Prio 4 Incident
2 GSDC INC00193481 Prio 4- direct
Low Incident
3 GSDC REQ00277913 work
High -iscan
not Request
4 GSDC REQ00278054 affected
not work at Request
Low - direct
5 GSDC REQ00277812 all
work is not Request
6 GSDC INC00194954 affected
Prio 4 Incident
7 GSDC INC00194953 Prio 4 Incident
8 GSDC INC00194952 Prio
Medium4 - Incident
9 GSDC REQ00278005 work is more Request
10 GSDC difficult Request
11 GSDC INC00195652 Prio 4- can
High Incident
12 GSDC REQ00276347 not
Highwork
- canat Request
all
not
13 GSDC REQ00278017 Highwork
- canat Request
14 GSDC REQ00278533 all
not work at Request
Low - direct
15 GSDC REQ00279010 all
work is not Request
Medium -
affected
work
16 GSDC REQ00279136 Low - isdirect
more Request
difficult
work
17 GSDC REQ00279233 High -iscannot Request
affected
not work
18 GSDC REQ00279262 High - canat Request
19 GSDC REQ00276251 all
not work at Request
Low - direct
20 GSDC REQ00278504 all
work -iscannot Request
High
21 GSDC REQ00276396 affected
not work at Request
Low - direct
all
work
22 GSDC REQ00279235 Low - isdirect
not Request
23 GSDC REQ00279249 affected
work is not Request
affected
Prio
24 GSDC INC00194731 Low 4- direct Incident
25 GSDC REQ00276319 work
Low - isdirect
not Request
affected
work
26 GSDC REQ00276397 High -iscannot Request
27 GSDC REQ00276617 affected
not work at Request
28 GSDC INC00194680 all
Prio 4 Incident
29 GSDC INC00193335
INC00195056 Prio 3 Incident
30 GSDC Prio 4 Incident
31 GSDC INC00195230 Prio 4 Incident
32 GSDC INC00193846 Prio
High4- can Incident
33 GSDC REQ00276265 not
Lowwork at
- direct Request
34 GSDC REQ00278286 all is not
work Request
High - can
35 GSDC REQ00277678 affected
not work-at Request
Medium
36 GSDC REQ00276848 all
work is more Request
difficult
Prio
37 GSDC INC00195277 Low 3- direct Incident
38 GSDC REQ00279121 work- isdirect
Low not Request
39 GSDC REQ00279137 affected
work is not Request
Low - direct
40 GSDC REQ00279250 affected
work is not Request
affected
Prio
41 GSDC INC00195232 High4- can Incident
42 GSDC REQ00276821 not
Lowwork at
- direct Request
43 GSDC REQ00277642 all is not
work Request
High - can
44 GSDC REQ00278017 affected
not work at Request
45 GSDC INC00194306 all
Prio 4- direct Incident
Low
46 GSDC REQ00277636 work
Medium is not
- Request
47 GSDC REQ00277642 affected
work is more Request
difficult
48 GSDC INC00194306 Prio 4 Incident
49 GSDC INC00194455 Prio 4 Incident
50 GSDC INC00194747 Prio 3 Incident
51 GSDC INC00195026 Prio
Low 4- direct Incident
52 GSDC REQ00277636 work- isdirect
Low not Request
53 GSDC REQ00278286 affected
work is not Request
54 GSDC INC00195990 affected
Prio 4 Incident
55 GSDC INC00195630 Prio 4 Incident
56 GSDC INC00195507 Prio 4 Incident
57 GSDC INC00195243 Prio
Low 4- direct Incident
58 GSDC REQ00279383 work
Medium is not
- Request
59 GSDC REQ00276612 affected
work -iscan
more Request
High
60 GSDC REQ00275870 difficult
not work-at Request
Medium
all
work
61 GSDC REQ00279200 High -iscan
more Request
difficult
not
62 GSDC REQ00278529 Medium -at
work Request
all
work
63 GSDC REQ00279306 Low - isdirect
more Request
64 GSDC REQ00278568 difficult
work is not Request
Low - direct
65 GSDC REQ00279197 affected
work is not Request
Medium -
66 GSDC REQ00276917 affected
work is more Request
Medium -
67 GSDC REQ00279108 difficult
work is more Request
High - can
68 GSDC REQ00276998 difficult
not work at Request
Low - direct
69 GSDC REQ00278320 all
work is not Request
Low - direct
70 GSDC REQ00279596 affected
work is not Request
71 GSDC INC00195232 affected
Prio 4 Incident
72 BIT INC00196321 Prio
Low 4- direct Incident
73 BIT REQ00279547 work
Low - isdirect
not Request
affected
work
74 GSDC REQ00279815 Low - isdirect
not Request
75 GSDC REQ00279655 affected
work- isdirect
not Request
Low
76 BIT REQ00279613 affected
work is not Request
Low - direct
77 GSDC REQ00280207 affected
work- isdirect
not Request
Low
78 GSDC REQ00280261 affected
work is not Request
High - can
79 GSDC REQ00280249 affected
not work at Request
all
Prio
80 GSDC INC00193846 High4- can Incident
81 GSDC REQ00280396 not
Lowwork at
- direct Request
82 BIT REQ00280400 all is not
work Request
83 GSDC INC00196549 affected
Prio 4 Incident
84 GSDC INC00196473 Prio 3 Incident
85 GSDC INC00196226 Prio
Low 4- direct Incident
86 GSDC REQ00279890 work- isdirect
Low not Request
87 GSDC REQ00279844 affected
work is not Request
Low - direct
affected
work
88 GSDC REQ00279792 High -iscan
not Request
89 GSDC REQ00279284 affected
not work at Request
90 GSDC INC00197152 all
Prio 4 Incident
91 GSDC INC00196940 Prio 4 Incident
92 BIT INC00196722 Prio
Low 3- direct Incident
93 GSDC REQ00280393 work- isdirect
Low not Request
affected
work
94 GSDC REQ00280242 Mediumnot
is - Request
95 BIT REQ00279648 affected
work is more Request
difficult
 Medium -
96 GSDC REQ00279325 work
High -iscan
more Request
97 GSDC REQ00278950 difficult
not work-at Request
Medium
98 GSDC REQ00277305 all
work is more Request
Medium -
99 GSDC REQ00276803 difficult
work is more Request
100 GSDC INC00196462 difficult
Prio 4 Incident
101 GSDC INC00196721 Prio 4 Incident
102 GSDC INC00196790 Prio 4 Incident
103 GSDC INC00196331 Prio
Low 4- direct Incident
104 GSDC REQ00276397 work
Medium is not
- Request
105 GSDC REQ00279609 affected
work is more Request
difficult
Prio
106 GSDC INC00195981 High4- can Incident
107 GSDC REQ00279428 not work
Low at
- direct Request
108 GSDC REQ00279992 all
work is not Request
Low - direct
109 GSDC REQ00279442 affected
work is not Request
Medium -
110 GSDC REQ00280523 affected
work is more Request
111 GSDC INC00196940 difficult
Prio 4 Incident
INC00197712_x000D_
112 GSDC High - can Incident
113 GSDC REQ00280793 not
Lowwork at
- direct Request
114 GSDC REQ00280694 all
work is not Request
115 GSDC INC00197504 affected
Prio 4 - Incident
Medium
116 GSDC REQ00280728 work- isdirect
Low more Request
117 GSDC REQ00279656 difficult
work is not Request
Low - direct
118 BIT REQ00280702 affected
work is not Request
Medium -
affected
work
119 GSDC REQ00280831 Low - isdirect
more Request
difficult
work
120 GSDC REQ00280838 Low - isdirect
not Request
121 GSDC REQ00280800 affected
work is not Request
122 GSDC INC00197700 affected
Prio 4 Incident
123 GSDC INC00197699 Prio 4 Incident
124 GSDC INC00197703 Prio 4 Incident
125 GSDC INC00197701 Prio 4 Incident
126 GSDC INC00197705 Prio
Low 4- direct Incident
127 GSDC REQ00281047 work
Low - isdirect
not Request
128 GSDC REQ00280990 affected
work is not Request
Low - direct
affected
work
129 GSDC REQ00280760 Low - isdirect
not Request
affected
work
130 BIT REQ00281023 Mediumnot
is - Request
131 GSDC REQ00281186 affected
work is more Request
132 BIT INC00197947 difficult
Prio 4 Incident
133 GSDC INC00197939 Prio 4 Incident
134 BIT INC00197238 Prio 4 Incident
135 GSDC INC00197058 Prio
Medium4 - Incident
136 GSDC REQ00280506 work is more Request
137 GSDC INC00197383 difficult
Prio 4 Incident
138 GSDC INC00196461 Prio
Low 4- direct Incident
139 BIT REQ00281229 work
Low - isdirect
not Request
affected
work
140 GSDC REQ00281144 Low - isdirect
not Request
141 GSDC REQ00281138 affected
work is not Request
Medium -
142 GSDC REQ00281132 affected
work is more Request
Low - direct
143 GSDC REQ00281119 difficult
work is not Request
affected
 Low - direct
144 GSDC REQ00281031 work
Medium is not
- Request
145 GSDC REQ00280765 affected
work is more Request
High - can
146 GSDC REQ00281148 difficult
not work at Request
all
Prio
147 GSDC INC00197192 Low 4- direct Incident
148 GSDC REQ00280984 work- isdirect
Low not Request
149 GSDC REQ00280995 affected
work is not Request
150 GSDC INC00197707 affected
Prio 4 incident
152 GSDC INC00198293 Prio 4 incident
153 BIT INC00198302 Prio 3 incident
154 GSDC INC00198059 Prio 4 Incident
155 GSDC INC00197644 Prio
High3- can Incident
156 GSDC REQ00281390 not work
Low at
- direct Request
157 GSDC REQ00281073 all
work is not Request
High - can
affected
not
158 GSDC REQ00280751 Lowwork at
- direct Request
159 BIT REQ00280536 all
work is not Request
Low - direct
affected
work
160 BIT REQ00280259 Low - isdirect
not Request
161 BIT REQ00280647 affected
work is not Request
162 BIT affected
163 GSDC
164 BIT INC00197494 Prio
Low 4- direct Incident
165 BIT REQ00280338 work- isdirect
Low not Request
166 BIT REQ00280493 affected
work is not Request
183 GSDC REQ00282510 affected
Priority-4 Request
196 GSDC REQ00282176 Priority -4 Request
197 GSDC REQ00282522 Priority -4 Request
198 GSDC INC00199553 Priority -3 incident
199 GSDC REQ00282624 Priority -3 Request
200 GSDC REQ00282675 Priority -1 Request
201 GSDC INC00199620 Priority-3 Incident
206 GSDC REQ00282650 Low Request
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
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438
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486
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530
531
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533
534
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541
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548
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560
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563
564
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566
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568
569
570
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579
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581
582
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629
630
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664
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678
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725
726
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770
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773
774
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822
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870
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951
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953
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965
 966
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1003
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1009
1010
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1014
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1020
1021
1022
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1024
1025
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1028
1029
1030
1031
1032
1033
1034
1035
Total Ticket handling time( Mins)
Total Ticket handling time( Hours)
Daily Stand up call
Daily Stand up call
Daily Stand up call
Total Standup call
Incident/Request ID Description
Cannot change status from the ticket RITM9934637
Issue in Contract Category in SNC portal - Kartikey Mishra
Add members to assignment group- Roshni Adhikari
Please add me to SNC Group -Aarti Goel
Changes in existing SNC form
Cannot change the PPQ ASSIGNMENT GROUP and STATE in SERVICE NOW,
We need to change the Assignment Group from LOCAL SUBSIDIARY to GSDC MEXICO
We need to change the Assignment Group from LOCAL SUBSIDIARY to GSDC MEXICO
Force Closing due to Incorrect Status Mapping -Ashu Handa
Mutiple notification are getting triggered through workflow
SNC access to New joiner
Please enable notification email to Project Manager tab | SoftwareONE Platform Offerings-AzureS
User Administration
Add SOC groups to GSDC ServiceNow - Yatin Khanna
SNC ticket for Item as PPQ without any PPQ numbe
Take me off the assignment group
Reports and Dashboard
SNC Prod and Dev access
Update on attached issue tracker list
GSDC Assignment group change for Akhil Dogra
Multiple Resolution are getting attached
Backend Closure PPQ Tickets in GSDC ServiceNow Instance
Production Issue - Vidhu Aggarwal
Receiving an error from the BI hotsheet when trying to view my quarterly numbers -Leo
User Administration
Subsidiary
Tickets notiscreated
comingfor
as list
Blank
of Attached PPQs.
Duplicate tickets auto generated for emails sent to "Security.Sales" email id

PPQ - Response SLA Issue

(SLA Repair Data)
Just wanted to check, these are my old cases (more than year ago) showing in progress. Is this o
Cannot receive update mails on SNC Tickets when the person raising the ticket is from comparex
Response SLA is not coming correctly on PPQ and OE services
Other request, not listed
Demand Management Process
Multiple Response sla getting attached
Service Now Issue - No tickets are being created
SLAs
Need Search engine access on SNC
Access to demand module
DMND0095373 | ESS Dashboard Ver 1.0
Modify No. of Days on Cloud Support Service Portal under maintenance page
While doing Quality Audits on SNC for request service, for some of the ticket, the quality parameters
Could you please investigate on this case INC0666443 priority changed from P1 to P2 but guest use
Duplicate tickets auto generated for emails sent to "Security.Sales" email id
While doing Quality Audits on SNC for request service, for some of the ticket, the quality parameters is not visible. see the atta
Kindly see the attached up and map it accordingly on High Priority
Duplicate tickets auto generated for emails sent to "Security.Sales" email id

Can you please help here with fix, we're unable to find any request or incident details in report for
Issue on GSDC SNC Instance. New tickets are getting created when we reply on exiting demand tic
RE: License
Kindly Reservation
see the - DMND0003338
attached up - Solutionon
and map it accordingly available for testing
High Priority
needs to get access to view the GSDC Demands So that we could track the state of the new demands and perform our work

Regarding Service now Access for Quality Check Audits

Duplicate tickets auto generated for emails sent to "Security.Sales" email id
SNC Issue // Contact List
Facing issue in GSDC SNC report excel file
I am receiving an emails in which Ashu Handa is looped though we are not in same team now.
Incorrect/Blank Assigned to field captured
Other request, not listed
SNC access - mirror ashok.babu id for reference
Need Access on GSDC Service Now - Aarti Goel
Other request, not listed - GSDC / S2P emails
Access to view tickets in GSDC SNC - Juan Jose Marquez
Beed access to this assignment group on Service Now-
User Administration - Bhavya Kapur
Required view and edit access for SNC Escalation
Auto-assignment changed from Correct group to Local Subsidiary
User Administration - new user starts on 06.01.2020 Nicole Kropf needs ServiceNow access
User Administration - Provide Project Module access in GSDC SNC - ext.mohamed.faizal
FW: DMND0095373 | ESS Dashboard Ver 1.0
SNC: Executive summary in "Project Status Update" of the Project Module gets overwritten
SNC ITIL User Access to PROD and DEV -Suresh.Kumar - 13-01-2020
GSDC SNC - Update the parameters - Bharat Anand
My service now credentials are not working it shows the error "logut successful".
Escalation should be aligned to the person like we have it in CSAT
Extended Renewal- Production Issue
SNC access to MS Operations - Rahul Chopra
Need access of BIT service now(ITIL Admin) and sharepoint where Policies are hosted
Cannot receive update mails on SNC Tickets when the person raising the ticket is from Comparex.
Cloud Support Response SLA Condition Modification
Provdie SNC Access- Mohamed Faiza
Name vanished from GSDC SNC assignment group - Karan Arora
GSDC SNC Issue - Unable to update the tickets - Mehak Dham
Service Strategy Group Access in SNC
RE: REQ Fulfillment access request. / RITM11053202/
SNC access - Sanjana Kapoor
Servicenow access
User Administration - Fulfiller access in SNC - Ole Winkle
servise now
Not able to access GSDC SNC portal - Karan Arora
Chat did not get abandoned
service now issue- Rahul Kathuria
Incorrect "Assigned To" on 5 tickets (closed)
Need Support BIT Service Now Feature - Sorting of "close requests" and "closed issues" list - Holge
Kindly remove my name from Demand Management Groups and DL's .
Pleasewhen
Also, grantanme access ofemail
automatic Request
goesfulfillment
to ServiceasCatalogue
I would require
Managerthe, same for working
my name needs toon
beCRM req with Amit Kumar
replaced

User Administration- Thomas Pfeffermann

Provide access to change module to raise change requests - Sangeetha Nathan (ext.sangeetha.nat
RE: License Reservation - DMND0003338 - Solution available for testing
Project task automatically got closed when one of the sub project task was closed
Snc emails notification issue
Can't access GSDC ServiceNow
Subsidiary is coming as Blank
Escalations for GB region is routed to wrong person, need to fix the issue in SNC
Escalations for GB region is routed to wrong person, need to fix the issue in SNC
Other request, not listed
User Administration
Assignment group
access request correction
for GSDC for-PPQ
groups tickets
groups are missing_x000D_

Not able to access GSDC SNC portal - Karan Arora

GSDC Service-Now UAT Access to following list of people has stopped working
Ticket not generated for the requests sent to OE team
User Administration - new user starts on 01.02.2020 - Jessica Freudendahl - needs ServiceNow acc
FW: RITM10876747 - Requested Item opened for you - 3 new templates for SDI-Operations Mana
Need access for the assignment group "Order entry"
Request you to provide the access for - Service Now GSDC
Nadine Zehmisch- needs ServiceNow access for OC working
No QC option under Item price service
SNC access for new user Susanne Sporleder
unable to access UAT
RITM11158466 - Access to :GSDC Order Entry – INDIA
RITM11158468 - Access to :GSDC Order Entry – INDIA
RITM11158467 - Access to :GSDC Order Entry – INDIA
RITM11158465 - Access to :GSDC Order Entry – INDIA
RITM11114896 - Access to :GSDC Order Entry – INDIA
Add me in S2P Contract Master Agreement
Hi Team, kindly provide me access for REQ Fulfillment Tab in SNC where I can put filter on my work
SNC access needed for new user Katrin Schneider starting 01.02.2020
SNC ITIL User Access to PROD and DEV - Bhanu.Chandhar
Please provide me access of SNC (Replica of Anuj.grover@softwareone.com SNC ).
Can't login to service portal - Jittraporn Eakkasetsin
AD sync in SNC - Himangi Mehra
Users Getting Option to Escalate Closed and Converted Tickets
RE: SWO Report - Cloud Requests for Current Month
Other request, not listed
Ticket not created in SNC for OE request | mail subject FW: CPS PO 00322TP - SoapUI
SWO Report issue - Cloud Requests for Current Month
SNC Release Selection doesn't allow to select newest entries - Michael Eggermann
SNC Watchlist
User Administration # 01.02.2020 new user Alexander Fleck - need ServiceNow as Supporter
Other request, not listed
Changes in SNC - Yatin Khanna
User Administration - Change Approver access for Anju Software customer - Priyanka Yadav
User Administration - Need SNC Access - Multiple Members
Access to this assignment group GSDC SalesSupport-Pool
GSDC ServiceNow issue
Global Tag for Cloud Support
Other request, not listed
FW: DMND0003178 - Move MS Ops to Service-Now
RE: SNC change request
Bin Tickets are repeat
Extended Renewals - Resolution Notification to Customer -Shivani.Agarwal
GSDC SNC Tickets Issues
Service Now access
Defer Demands -Ivan Jelic (ivan.jelic)
Need GSDC Service Now Access - Roman Astakhov
CMDB Changes- Verification - CMDB Server Information
Delete/decomission Vendor CMP0001610
Request to remove/hide/disable some sections of SNC Project Status Update report
Daily ticket status Reports
PPQ Notifications
did not recieve P2 alert - INC00197454
SNC - SDLC Actual Effort doesn't match time worked and time card entries again
Idea & Demand Notifications - Ankit Kapoor
change DL on - SWO Service catalogue manager - in GSDC instance
Ticket Creation by Default
Please add Christian Winkler to assignment Groups on GSDC instance
RE: Incident report
New Sub-category and Tasks
Rename Category
Unable to login to GSDC Support on Service Now -Nicolas Cordeiro
Need access to GSDC servicenow for the mentioned team members
Daily Stand up calls GSDC + Bit calls
Daily Stand up calls GSDC + Bit calls
Daily Stand up calls GSDC + Bit calls
Total Standup call
Total Time spent ( In Mins)
Total Time spent ( In hours)
Assigned To
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
saiyashwanth EP
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Saiyashwanth EP
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Abhishek C S
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Garima Khare
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Sai Yashwanth
Abhishek C S
Abhishek C S
Garima Khare
Abhishek C S
Saiyashwanth EP
Give resolvers access to following people in SNC:

Rahul
1. Rename
Tasks Chopra label:_x000D_
Toa. give
Richa"SCU permission
Dubey to changedetails
Number : Company the fields mentioned
of SCU up, inon
will be listed Service Now.
the CSA as _x000D_
signing party and used for domain registration on the
The
MS/AWSlist with
Abhishek Tyagithe PPQs
portal" to ""SCUnumbers
Numberwe :need to reassign.
Company details of SCU will be used to populate reseller agreement and credit limit in
We made the changes on assignment rule
ONEClub"_x000D_
Add these
b. "SCU people(this
Number in the following
company Assignment
will be listed asGroups
signing- entity on the T2 reseller agreement/CSA) " to "CON Number (Reseller
agreement is sent to
added Aarti Goel to SNC Group -this contact for Signatures)_x000D_
Rahul
c. "DoesChopra - Agreement
the customer execution
already have an existing domain / AWS account?" to "Does the partner already has an existing domain
Richa
If yes, Dubey
a partner - Fulfilment_Proactive
invitation link will be sent to the partner" _x000D_
Cannot change
Abhishek
_x000D_ Tyagi -the PPQ ASSIGNMENT GROUP and STATE in SERVICE NOW,
Fulfilment_Proactive
Minu
2.
WeAdd Kumari
need - MS Operations
'Hungarian'
to change asthe
a language
Assignmentin "Language
Group from ofLOCAL
Contract package" to
SUBSIDIARY dropdown_x000D_
GSDC MEXICO
Kartik
_x000D_ Sharma - MS Operations
We need to change the Assignment Group from LOCAL SUBSIDIARY to GSDC MEXICO
3. Remove: _x000D_
There are 324
a. Option records
of "This which we need
is a government to close checkbox_x000D_
customer"
Mutiple
b. Option notification
of "Customer are getting
needs atriggered
PyraCloud through workflow
Shoplogin (provide details in comments field)"
SNC access to New joiner
Please enable notification email to Project Manager tab | SoftwareONE Platform Offerings-AzureSimple 2.0
User Administration
Add SOC groups to GSDC ServiceNow - Yatin Khanna
SNC ticket for Item as PPQ without any PPQ numbe
Take me off the assignment group
Reports and Dashboard
SNC Prod and Dev access
Update on attached issue tracker list
GSDC Assignment group change for Akhil Dogra
Multiple Resolution are getting attached
Backend Closure PPQ Tickets in GSDC ServiceNow Instance
Production
defect occurs Issue - Vidhu Aggarwal
wrong group assigned.Re -assigned to other group
need to add
Checked extra
for the options in catalog item via catalog script
defect

Few Names
Changed thewhere Specified
due date inJan
to 10th Comments Crossed
and asked checked for
the Requestor the Sample
Issue and posted
Ticket a snap on additional comments
Number

defect
defect in sla
searching process
inbound actions need to configure
mapping
adding extra options
clearing TG1 values
issues in SLA
Inbound actions need to configure
need to change in condtions
requesting for access
access providing by giving roles
converting to request adding extra options
Modification in Widget, Development and Testing has been done and moved to Production
Analysed the Issue and asked the requestor for Sample Ticket Number
Checked with all the Audit Info
Checked for
Checked withthe
thedefect
User Account by Impersnation and asked them to share the Sample Tickets

Few Names where Specified in Comments Crossed checked the Issue and posted a snap on additional comments
Changed the due date to 10th Jan and asked the Requestor for Sample Ticket Number

Checked
Made Few with the Issue and
Customization asked
and the Requestor
Modification for theEmail
on Inbound Report Name
Actions
Couldn't find the Issue So asked the Requestor to explain in detail
Fixed the Issue by Modifying the Filter And have asked the requestor to Check

Asked to get the Access from there Managers

Duplicate ticket for same issue
Inbound Actions are modified on 04/02/2020
Impersonate to the User and entred the mentioned RITM and have attached the snap which was solved
Asked the requestor to provide the report name and few queries about the report
Checking the Inbound mail actions
Inappropriate User is been removed from the table
Manufacturer table is been sent to remove the inappropriate records
Provided the link
Provided the access for the User
Workflow is been modified and informed
Provided the link
Provided the link
Issue Fixed
Provided the Role and shared the necessary dashboard page to the requestor
Worked on Business Rule
requesting for access with roles required
access for project module
need to add extra options
removing defects
Provided the access for the User
modifying catalog items
logout problems
escalation aligning problem
Multiple SNC tickets being generated
adding to SNC assignment group- MS Operations
requesting for access
email issues
sla modification
duplicate ticket
Checked with all the Audit Info and asked the requestor whether they where the part of the group before.
Analysis on the business rule
Granted Access to Service Stratergy Group
Provided roles to the person and got the confirmation
Provided the link
Requested to Amarendra for the approval
User Administration - Fulfiller access in SNC - Ole Winkle
Provided the correct User id
Provided the Proper User ID
Chat did not get abandoned
service now issue- Rahul Kathuria
Incorrect "Assigned To" on 5 tickets (closed)
Modification in the widget is been done
Provided the access for the User
Removed the User
Added User to the respective group.
Provided the Info

Project task automatically got closed when one of the sub project task was closed

Escalations for GB region is routed to wrong person, need to fix the issue in SNC
Other request, not listed

Provided the SnapShot mentioning the group name

Asked the caller about their USER-ID
Reassigned to Uma Aggarwal (Software One)
Asked for the sample
Access Providing
new templates need to be add
acces for order entry group
access providing
Access for Instance
QC option not visibile
Access for Instance
UAt access problem
order entry
order entry
order entry
order entry
order entry
adding to group
Hi Team, kindly provide me access for REQ Fulfillment Tab in SNC where I can put filter on my work.

SNC ITIL User Access to PROD and DEV - Bhanu.Chandhar

Please provide me access of SNC (Replica of Anuj.grover@softwareone.com SNC)
Can't login to service portal - Jittraporn Eakkasetsin
AD sync in SNC - Himangi Mehra
Users Getting Option to Escalate Closed and Converted Tickets
Duplicate
Other request, not listed
Ticket not created in SNC for OE request | mail subject FW: CPS PO 00322TP - SoapUI
SWO Report issue - Cloud Requests for Current Month
Asked the Requestor for the actual requirement as the mentioned requirement is already present in the system.
Confirmation as to where he need access of PyraCloud
User Administration # 01.02.2020 new user Alexander Fleck - need ServiceNow as Supporter
Provided the Access to Srinivas Devarkonda
Checked the Group that is mentioned
Company is been updated on 24/01/2020
Assigned the group to the members
group access needed
User is raising a ticket on GSDC Service now, Cloud REQ Fulfilment Module,
Creating Global Tag (for tag field) on GSDC Instance for Cloud Support
For every email that is sent out from service now.. it should be Bcc'd to Florian.Schultz@softwareone.com and Neha
Demand issue
Changing the request
In my Bin Some tickets are not showing and some tickets are showing again .
Analysis
Analysized and Informed the caller about the notification
Provided the Link
Changed the state to Deferred and Resolved the Request.
Provided the proper User ID and attached a sample Snapshot
Made the changes as mentioned in the Description.
Changed the state of Approval to Rejected
Provided the solution
Reports
Changes on ppq notiofications
did not recieve P2 alert - INC00197454
SNC - SDLC Actual Effort doesn't match time worked and time card entries again
Idea & Demand Notifications - Ankit Kapoor
change DL on - SWO Service catalogue manager - in GSDC instance
problem in ticket riasing
adding to assignment groups
report generation
new enhancement
renaming the categories
Provided the Snapshot of the Proper User ID
Provided the User ID and added them to the group.
Daily Stand up call
Daily Stand up call
Daily Stand up call
State Ticket Open Dte Ticket Start Time Ticket Resolved Date 24th Dec
Closed 12/31/2019 10:51:50 1/17/2020
Closed 12/31/2019 11:49:05 1/17/2020
Closed 12/30/2019 12:45:36 12/30/2019
RESOLVED 12/31/2019 15:34:56 12/31/2019
Pending User INFO 12/31/2019 11:45:28
Closed 1/2/2020 11:57:29 1/9/2020
RESOLVED 1/2/2020 8:17:10 1/9/2020
Closed 1/2/2020 11:54:43 1/9/2020
Closed 12/31/2019 11:44:43 1/6/2020
RESOLVED 12/31/2019 14:00:00 12/31/2019
Closed 1/7/2020 19:55:55 1/16/2020
Closed 1/7/2020 11:51:28 1/17/2020
Active 1/7/2020 11:54:05
Closed 1/9/2020 16:26:26 1/15/2020
Closed 1/7/2020 19:56:35 1/16/2020
Closed 1/8/2020 14:32:36 1/10/2020
Resolved 1/8/2020 19:23:34 1/24/2020
Closed 1/9/2020 18:02:57 1/13/2020
Closed 1/7/2020 11:51:14 1/9/2020
Closed 1/6/2020 15:42:09 1/6/2020
ACTIVE 1/7/2020 11:51:37
RESOLVED 1/8/2020 18:32:37 1/22/2020
Reassigned Back to Softwa 1/8/2020 19:46:52
RESOLVED 12/30/2019 12:45:00 12/30/2019
RESOLVED 12/30/2019 15:34:00 1/2/2020
Reassigned 12/31/2019 11:45:00
Pending User INFO 1/3/2020 11:57:00
RESOLVED 12/31/2019 8:17:00 1/13/2020
Resolved 1/6/2020 11:49:00 1/30/2020
Pending partner vendor
info 1/7/2020 12:00:00
RESOLVED 1/7/2020 11:54:00 1/13/2020
RESOLVED 1/7/2020 11:44:00 1/16/2020
Resolved 1/7/2020 14:00:00 3/2/2020
RESOLVED 1/7/2020 19:55:00 1/21/2020
Resolved 1/7/2020 16:26:00 1/30/2020
Resolved 1/7/2020 19:56:00 1/31/2020
RESOLVED 1/7/2020 14:32:00 1/17/2020
pending user info 1/8/2020 10:23:00
RESOLVED 1/9/2020 18:02:00 1/20/2020
RESOLVED 1/9/2020 11:51:00 1/9/2020
Pending User INFO 1/7/2020 15:42:00
RESOLVED 12/31/2019 11:25:00 12/31/2019
Reopened / Active 1/21/2020 14:02:00
ACTIVE 12/31/2019 11:45:00
RESOLVED 12/31/2019 18:20:00 1/9/2020
RESOLVED 12/31/2019 13:00:00 1/6/2020
Pending User INFO 12/31/2019 9:11:00
RESOLVED 12/31/2019 11:10:00 1/9/2020
RESOLVED 12/31/2019 12:30:00 1/7/2020
RESOLVED 1/2/2020 14:30:30 1/2/2020
RESOLVED 1/2/2020 12:25:00 1/9/2020
RESOLVED 12/31/2019 13:40:00 1/6/2020
Pending User INFO 1/3/2020 13:30:00
Resolved 1/8/2020 10:11:00 1/24/2020
ACTIVE 1/7/2020 14:05:00
Pending User INFO 1/7/2020 11:15:00
RESOLVED 1/7/2020 12:30:00 1/13/2020
Reassigned Back to
SoftwareONE 1/9/2020 11:45:00
Resolved 1/7/2020 12:00:00 2/3/2020
ACTIVE 1/7/2020 14:00:00
Resolved 1/2/2020 15:15:00 1/20/2020
RESOLVED 1/6/2020 9:15:00 1/16/2020
RESOLVED 1/9/2020 13:15:00 1/13/2020
RESOLVED 1/6/2020 9:20:00 1/16/2020
Resolved 1/8/2020 12:20:00 1/17/2020
Resolved 1/7/2020 11:10:00 1/17/2020
Resolved 1/8/2020 9:20:00 1/27/2020
ACTIVE 1/7/2020 10:20:00
RESOLVED 1/10/2020 9:45:21 1/20/2020
Resolved 1/13/2020 12:32:29 1/27/2020
Pending User INFO 1/13/2020 5:41:06
pending User INFO 1/13/2020 7:23:40
RESOLVED 1/13/2020 9:21:18 1/23/2020
RESOLVED 1/13/2020 10:38:39 1/20/2020
Reassigned Back to Softwa 1/14/2020 11:27:43
pending User INFO 1/14/2020 11:12:13
Pending User INFO 1/15/2020 10:21:42
Resolved 1/15/2020 14:09:26 1/27/2020
RESOLVED 1/15/2020 14:40:41 1/20/2020
RESOLVED 1/8/2020 7:21:56 1/16/2020
ACTIVE 1/17/2020 16 13:03
RESOLVED 1/16/2020 14:19:33 1/16/2020
RESOLVED 1/13/2020 10:05:00 1/15/2020
RESOLVED 1/13/2020 10:20:00 1/15/2020
Resolved 1/10/2020 11:15:00 1/24/2020
Resolved 1/13/2020 14:20:00 1/27/2020
RESOLVED 1/13/2020 10:20:00 1/17/2020
Pending Approval 1/13/2020 13:05:00
Resolved 1/13/2020 13:15:00 1/23/2020
RESOLVED 1/16/2020 14:20:00 1/17/2020
Pending User INFO 1/16/2020 15:00:00
ACTIVE 1/14/2020 12:15:00
ACTIVE 1/16/2020 11:40:00
Resolved 1/15/2020 15:30:00 2/3/2020
ACTIVE 1/14/2020 11:40:00
RESOLVED 1/9/2020 16:20:00 1/10/2020
RESOLVED 1/7/2020 15:40:00 1/7/2020
RESOLVED 1/6/2020 16:40:00 1/6/2020
RESOLVED 1/7/2020 17:20:00 1/7/2020
Closed 1/13/2020 12:15:46 1/17/2020
Closed 1/14/2020 12:15:46 1/16/2020
RESOLVED 1/16/2020 17:54:56 1/20/2020
RESOLVED 1/14/2020 17:44:22
Pending User INFO 1/16/2020 17:54:56
Resolved 1/10/2020 16:11:45
Closed 1/9/2020 8:44:01 1/17/2020
Closed 1/10/2020 14:15:22 1/13/2020
RESOLVED 1/14/2020 17:17:01 1/21/2020
ACTIVE 1/10/2020 10:36:37
Resolved 1/17/2020 9:55:00 2/3/2020
Pending User Info 1/16/2020 12:10:00
Resolved 1/21/2020 14:50:00 1/23/2020
Pending User Info 1/21/2020 11:20:00
Pending User Info 1/21/2020 13:30:00
RESOLVED 1/20/2020 12:59:29 1/23/2020
Pending User Info 1/20/2020 09:17:52
Pending User info 1/20/2020 12:07:48
Reassigned Back to Softwa 1/21/2020 12:24:18
Pending user info 1/21/2020 4:27:48
Resolved 1/21/2020 3:44:39 1/30/2020
Reassigned Back to Softwa 1/21/2020 19:43:24
resolved 1/21/2020 10:55:23 1/31/2020
resolved 1/21/2020 11:20:11 1/31/2020
resolved 1/21/2020 13:40:09 1/24/2020
RESOLVED 1/21/2020 15:20:26 1/22/2020
pending user info 1/21/2020 17:20:20
Pending User Info 1/22/2020 9:40:11
Pending User Info 1/21/2020 16:22:21
Pending User Info 1/20/2020 22:42:36
Resolved 1/21/2020 18:26:18
RESOLVED 1/22/2020 16:39:11 1/22/2020
RESOLVED 1/22/2020 14:54:49
Active 1/22/2020 12:23:54
RESOLVED 1/17/2020 9:22:55 1/21/2020
Closed 1/16/2020 9:23:52 1/16/2020
Active 1/17/2020
Pending User Info 1/18/2020
Active 1/13/2020 15:24:37
Active 1/22/2020 16:33:00
Active 1/22/2020 14:25:00
Resolved 1/22/2020 11:40:00 2/3/2020
Pending User Info 1/22/2020 9:15:22
Active 1/22/2020 11:48:34
Pending User Info 1/22/2020 16:45:00
Pending User Info 1/20/2020 13:22:24
resolved 1/22/2020 11:48:34 1/24/2020
Pendig user info 1/23/2020 10:39:49
Reassigned back softwareo 1/23/2020 10:42:20
Active 1/23/2020 12:21:25
Reassigned to Software ON 1/23/2020 14:48:54
11:42:48_x000D_
Pending User Info 1/23/2020
Active 1/23/2020 12:06:21
Active 1/23/2020 12:15:20
Pending User Info 1/23/2020 14:20:09
Pending User Info 1/23/2020 11:40:28
Resolved 1/23/2020 12:08:47 1/24/2020
Pending User Info 1/20/2020 10:20:34
Pending User Info 1/23/2020 9:50:56
Pending User Info 1/20/2020 10:20:49
Active 1/18/2020 14:29:30
Resolved 1/21/2020 14:49:40 1/18/2020
Active 1/23/2020 2:49:40
Active 1/20/2020 17:36:11
Pending from vendor 1/16/2020 16:28:24
Pending user info 1/17/2020 9:16:37
Pending User Info 1/31/2020 9:18:09
active 1/31/2020 6:08:27
Resolved 1/31/2020 3:39:43 1/31/2020
Active 1/31/2020 5:05:20
Active 1/31/2020 9:45:17
Active 1/31/2020 12:57:20
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26th Dec 27th Dec 30th Dec 31st Dec 2nd Jan 3rd Jan 6th Jan 7th Jan 8th Jan
45 20 45 20
15
30
15
70 30

60
60
20
20

30
20

30 20
120

60
70 25 60
50 20 20 10

10 18 28
46 26
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42 39
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160 662 615 80 235 655 482
2.7 11.0 10.3 1.3 3.9 10.9 8.0
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0 0 0 0 0 90 180
160 662 615 80 235 745 662
2.7 11.0 10.3 1.3 3.9 12.4 11.0
9th Jan 10th Jan 13th Jan 14th Jan 15th Jan 16th Jan 17th Jan 20th Jan
15

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15 10
20
15
15

40 15
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30 15 15
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 851 345 572 228 450 618 610 749
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0 0 79 24 59 43 112 61
0 0 237 72 177 129 336 183
851 345 809 300 627 747 946 932
14.2 5.8 13.5 5.0 10.5 12.5 15.8 15.5
21st Jan 22nd Jan 23rd Jan 24th Jan 27th Jan 28th Jan 29th Jan 30th Jan

10

15

10 18 22
15 32 22

23 10 40
19 18 18

18 20 16 17 10

8 15 10
28 27 29 10 5

17 19 25 17 10 15

60 58 10
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1047 842 1050 695 506 43 65 220
17.5 14.0 17.5 11.6 8.4 0.7 1.08333333 3.66666667
65 26 76
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195 78 228 0 0 0 0 0
1242 920 1278 695 506 43 65 220
20.7 15.3 21.3 11.6 8.4 0.7 1.1 3.7
31st Jan 3rd Feb 4th Feb 5th Feb 6th Feb 7th Feb 10th feb 11th feb 12th feb

13

18

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12 8
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12
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293 218 24 0 0 0 0 0 0
4.9 3.6 0.4 0.0 0.0 0.0 0.0 0.0 0.0
13th feb 14th feb 17th feb 18th feb 19th feb 20th feb 21st feb 24th feb 25th feb
 0 0 0 0 0 0 0 0 0
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0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
26th feb 27th feb 28th feb 2nd mar 3rd mar 4th mar 5th mar 6th mar Total Time
145
15
50
15
125
20
15
15
60
60
20
20
55
35
90
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216
128
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252
186
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255
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133
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62
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120
51
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232
256
122
48
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117
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