1

E-IT Request Workflow System

- Introduction
- User Guide

Mar 2021

Panasonic Appliances Air-Conditioning Malaysia Sdn. Bhd.

Panasonic Appliances Air-Conditioning R&D Malaysia Sdn. Bhd.
 2

1) Brief Introduction
 Background of IT Request System 3

Current Situation
• All IT Service Requests from Users are submitted manually
using hardcopy forms
• Approval process are manual and time consuming
• Needs wet signatures for approval
• Difficult to monitor status of IT Request by user and ISC dept

Countermeasure
• Implement standard E-IT Request workflow system : ITMaas
system (IT Management as a Service)

Functions of ITMaas system

• Electronic IT Service Request Ticketing system (paperless)
• Automated workflow and approval process
• E-mail notification features
• User and ISC can monitor status of Request
Panasonic Information Systems Company Asia Pacific (PISCAP)
 ITMaaS Overview 4

- ITMaaS is a cloud based IT Service Management system

- Standard IT service support system from Panasonic Singapore
- ITMaaS Ticket Types/Modules are as follow: Not in scope at
the moment

Service Request Change Request

(SR) (CR)
Incident (INC)
An unplanned interruption to
an IT Service or a reduction
A request from user for a
in the Quality of an IT
Standard Change or for
A formal proposal for a new Service. Failure of a
Access to an IT Service (Ex:
application system or an configuration item that has
SAP ID application; Access
addition or alteration to not yet impacted Service is
to shared folder, Registration
current application system. also an Incident. (Ex: Cannot
of email address; etc.)
connect to wireless network;
Cannot send/receive emails;
etc.)
 Key Benefits of ITMaas Ticketing System 5

❑ Single point or centralized tracking of all IT request whether it

is service or change request.
❑ Eliminates manual approval and tracking of request which is
non-value added process and most of the time is not as
reliable and can cause miscommunication
❑ Promotes e-workflows, e-approval and adds transparency.
❑ Fosters collaboration between End-User and IT Support
Team. Ensures continuity.
❑ Analysis and trends can be formalized with use of data.
❑ Audit trail for ISM (Information Security Management) and
SOX ITGC Audit.

Panasonic Information Systems Company Asia Pacific (PISCAP)

 ITMaaS PAPAMY Service Catalogues 6

Catalog Category
Application
(CR) * PAPAMY Application CR O New application system / Changes to existing application system

Application
(SR) * PAPAMY Application O New / Change / Delete Authorizations (Non SAP)

Helpdesk * PAPAMY Helpdesk O Appl for shifting PC

O Permission to borrow or take out Notebook / IT devices
O Permission to use Private Notebook / IT devices
O User id application (Network id, SAP id, E-mail id, Internet id, other
application ids)
O Security Access Card / Door Access application
O New software / hardware

Infra/Network * PAPAMY Infra-Network O Dept Access Right for folders

O New Infra Request / Changes to existing Infra

SAP * PAPAMY SAP O SAP Change Control Form

O SAP Cost Centre / PO authorization form
O SAP OT authorization form
O SAP GL A/C form
O New / Change / Delete Authorizations (SAP)
Panasonic Information Systems Company Asia Pacific (PISCAP)
 E-IT Service Request - Process Flow 7

Submit
Ticket Reopen
Request & Approval Fulfillment
Closure ticket
Create Ticket

Business and ISC/PISCMY Vendor ISC/PISCMY ISC/PISCMY

User submit
IT Dept Head (if required)
request using
ITMaas

Email notification: Email notification: Email Email

System notify System notifies notification: notification:
Approver that there Requester of the Support System System
is request pending member assigned to notify notify
for his/her approval. handle this ticket Requester Requester
that ticket that ticket
Email notification: Email notification: has been has been
System notify System notifies completed reopened
Requester that the Requester of the
ticket was queries/updates from
approved/ rejected Support member
by Approver.

Features:
▪ Users can feedback or update additional information via email, which will be captured in ITMaaS.
▪ Approval Managers will be able to Approve or Reject user requests by email or via ITMaaS system.
7
 ITMaaS Service Catalogue Approval Levels 8
IT
ISC ISC
Finance ISC ISC ISC Support
Section Dept Division Group Assignor
Service / HR Dept Division Basis Accept /
No. Category Applicant Head Head Head Leader Accept &
Catalogue Head Head Head Leader Compl /
Approval Approval Approval Accepta Assign
Approval Approval Approval Approval Close
nce Ticket
Ticket
New Application System /
Application
1 Changes to existing
(CR)
Application system
Application New / Change / Delete
1
(SR) Authorization (non SAP)
1 Application for shifting PC
Permission to borrow or take
2
out Notebook / IT Devices
Permission to use Private
3
Notebook / IT Devices
Helpdesk User ID Application (Network
4 Id , SAP Id , E-mail Id, Internet
Id, Other Id)
Security Access Card / Door
5
Access Application
6 New software / hardware
Infra 1 Dept Access Right for Folders
structure / New Infra Request / Changes
Network 2
to existing Infra
1 SAP Change Control Form
SAP Cost Centre / PO
2
Authorization form
SAP 3 SAP OT Authorization form
4 SAP GL AC form
New / Change / Delete 8
5
Authorization (SAP)
 Service Request – User Dept Detail Process Flow 9

Submit Ticket no. Provide Send back to Follow up or

Applicant Request created clarifications approver close Ticket

A
Yes
Section Receive e- No No
mail RFI? Approve? Reject
Head notification
Yes

A
Dept Yes
Receive e- No No
Head mail RFI Approve? Reject
notification
Yes
A
Div Yes
Requires Yes Receive e-
Head No
Div Head mail RFI
No
Approve?
No
Reject
(for selected approval? notification
requests)
Yes
A
Yes
Fin/HR No Requires Yes Receive e- No No
Fin / HR Head mail RFI Approve? Reject
Head approval? notification
(for SAP Cost Yes
Center/OT Flows to ISC
Auth req) approval
9
 Service Request – ISC Dept Detail Process Flow 10

ISC Receive e-
Yes
Fill in Accept No Forward
Group mail
information Ticket
RFI?
Ticket
Leader notification

Yes
ISC Receive e- No No
Dept mail Approve? RFI? Reject
notification
Head Yes

ISC Div Yes

Requires Yes Receive e- No No
Head Div Head mail Approve? RFI? Reject
(for selected approval? notification
requests) Yes Send back
No to
ISC Basis Yes applicant
Requires Receive e- No
Leader Basis Leader
Yes
Approve? RFI?
No
mail Reject
(for SAP Cost
approval? notification
Center/OT Auth Yes
req) No

ISC Receive e- Assign

Fill in Accept
mail Ticket to
Assignor information Ticket
notification PIC

Yes
ISC Receive e-
Accept No Fulfill Complete
Confirm with
mail RFI? user & close
Support notification
Ticket Request Ticket
Ticket
10
 11

2) ITMaaS User Guide

 ITMaaS Platform and Login 12

▪ ITMaaS is a cloud based standard IT Service Management system from

Panasonic Singapore (PISCAP).
▪ Being a cloud-based tool, it can be accessed via a web-browser (Google Chrome
is best recommended).
▪ Below shows, how to login to ITMaaS using Single-Sign-On service.
ITMaaS Single-Sign-On URL:
1
https://csm2.serviceaide.com/NimsoftServiceDesk/servicedesk/sso/itmaas
When you see the Panasonic Federation Services screen, login using your GID credential
2
(sample below). Upon successful login you will be rerouted to the ITMaaS website.

japan\Global ID
Global ID password

Panasonic Information Systems Company Asia Pacific (PISCAP)

 13

ITMaaS Homepage Layout

a. ITMaaS Homepage
b. Navigation Panel
c. User Info / Global Search
d. Request Catalog
e. Dashboard
ITMaaS Main Homepage 14

Navigation Panel User Info / Global

Search Dashboard
Request Catalog

Top
Related
articles

14
 ITMaaS Main Homepage – (1) Navigation Panel 15

e g h

a b c d

Home: a Workspaces: e
❑ Announcements (shows maintenance alerts, ❑ Service Center (same as Homepage)
system down, upcoming events, etc) ❑ Request Catalog (zoom in view of request catalog)
❑ Outstanding Items (tickets pending for approval, items
❑ Request Catalog (where user will be able to
for review, articles to approve, feedback, etc.)
submit SR or CR; shows all service categories) ❑ Global Search

Search: b
Reports: f
❑ Same as the “Global search” ❑ Standard reports available for user to run
c
My Tickets: Manage: g
❑ Displays currently active tickets together with all
❑ My Profile (wherein can add profile pic,
other details about the ticket (activity log,
additional user info, set out-of-office, job title,
attachments, etc.)
phone no. etc.)

*My Assets: d
Learn: h
❑ Not being used at the moment (inactive)
❑ Getting Started (F1 or Help Menu)
15
 ITMaaS Main Homepage – (2) User Info / Global Search 16

User Information:
❑ Displays the name of the logged in user
❑ Manage your account (password, etc) + Change Theme
(background, colors, etc.) + Sign Out

Global Search:
❑ One stop shop for searching open tickets,
request catalog, your organization’s ticket,
announcements, etc.
❑ Additional control provided to users by
introducing “last modified” date option search
❑ Search results will be interactive and clickable
to be able to zoom in to the particular item
detail.

16
 ITMaaS Main Homepage – (3) Dashboard 17

The “Dashboard” offers a

one glance view to your
outstanding items,
c
currently open tickets,
pending approvals, etc.

Outstanding Items: a My Open Tickets: b *Top Related Articles: c

❑ Displays tickets which are
pending for approval (For
Managers and Special
Approval Groups only).
❑ Details can be viewed by
zooming in on the ticket by
clicking it.
❑ Attachments can now be
viewed before approving!
❑ Explained more on Page
❑ Displays a summary lists of ❑ Not being used as of the
currently active tickets of the moment (inactive)
user.
❑ Clicking on “Show More” will
give the full active ticket list.
❑ Clicking on the actual ticket
will show the tickets full
details (activity log,
attachments, etc.)
❑ Explained more on Page

17
ITMaaS Main Homepage – (4) Dashboard (Outstanding Items)18

Manager/Approver wishing to
see ALL ticket details can click
this ticket no., and they will be
taken to the ticket center.
Manager/Approver can quickly view ticket
details and make a decision whether to
approve, reject or request for further
information.

Attachments can be viewed here

18
 ITMaaS Main Homepage – (4) Dashboard (My Open Tickets) 19

My Open Tickets:
❑ View all related ticket information in one
single screen, you just have to scroll
down for all relevant segments (Activity,
history, attachment, etc.)
❑ At any given segment you can click on
“Back to Top” so you can get to a desired
segment right away.

Activity and/or Work logs can created by

just switching over to the tab as illustrated.
Displays the summary of the ticket:
Create date, Assigned Group, Assigned
Individual, most recent activity detail and
date.

19
 20

ITMaaS Input and Approval Guide

ITMaas User Input Menu 21

Login to ITMaas System

Go to Workspaces >>
Service Catalogue

Click the required Service Catalogue

21
ITMaas User Input Screen (Top) 22

Input your Tel

extension

22
ITMaas User Input Screen (Middle) 23

Defaulted by
system

Fill in the details of

your request

Select from drop

down list

23
ITMaas User Input Screen (Bottom) 24

❑ Under additional information: If you want to “CC” anyone

you can put their internet address on the field. For
multiple input, separate them by using semi-colon.
❑ Attachments : Fill up and attach the correct IT Request
form at the attachment segment (provide all relevant
details using this form)

If required input cc
e-mail address

Select the required

service

Fill up and attach the

correct IT Request form

24
ITMaas User Input Screen (Top) 25

Click save after

complete input

25
ITMass User Input Screen – save and create ticket 26

Ticket no. assigned

Ticket status
displayed

26
ITMass User Input Screen – Sign out 27

Click here and sign out

27
 ITMass – Section Head Approval 28

Email sent from ITMaaS to approver : Section Head

request for approval Approval/Reject

METHOD 1
(via email)

METHOD 2
(via ITMaaS
login)

28
 ITMass – Section Head Approval 29

METHOD 1 : via email

Step 1a: To Approve via email - From the approver’s email notification, click <Reply>.
Type “Approved” in the body as shown
IMPORTANT NOTE:

Condition 1
Do Not Change the Subject of
the email
Re: Case#200-532 requested for approval NOTE: DO NOT CHANGE THE SUBJECT

Approved
Condition 2:
only key in Approved or
Rejected in the email body. The
words are case sensitive!
Step 1b: To Reject via email - From the approver’s email notification, click <Reply>. No full stop or special characters
Type “Rejected” in the body as shown like “. , / ? ;!@#$%^&*”

Re: Case#200-532 requested for approval NOTE: DO NOT CHANGE THE SUBJECT

Rejected

29
Section Head Log in and Approve Ticket 30

METHOD 2 : Login to ITMaas System

Go to Workspaces >>
Outstanding items

30
Section Head Approval Screen (1) 31

Tickets pending approval are displayed

Click to expand and view details Ticket no.

31
Section Head Approval Screen (2) – Detail view 32

Input comments if required

32
Section Head Approval Screen (3) – Detail view 33

❑ You can now view additional ticket

information and view attachments

33
Section Head Approval Screen – Approve Ticket 34

Input comments if required

Click Approve, Need more info

or Reject button

34
Section Head Approval Screen (4) – Sign out 35

Click and “Sign out”

35
E-mail notification to User 36

❑ User will be notified by e-mail when approver

has approved/request for
information/rejected the ticket

36
 Dept Head Approval Screen (1) 37

Login to ITMaas System

Go to Workspaces >> Outstanding items

Click to expand and view details Ticket no.

37
Dept Head Approval Screen (2) – Detail view 38

Input comments if required

Click Approve, Need more info

or Reject button

38
Dept Head Approval Screen (3) – Sign out 39

Click and “Sign out”

39
Division Head Approval Screen (1) 40

Login to ITMaas System

Go to Workspaces >>
Outstanding items

Click to expand and view details Ticket no.

40
Division Head Approval Screen (2) – Detail view 41

Input comments if required

Click Approve, Need more info

or Reject button

41
Division Head Approval Screen (3) – Sign out 42

Click “Sign out”

42
Request for information : e-mail notification to user 43

43
ISC Support member Assigned - E-mail notification to user 44

User will be notified by e-mail when ISC Support member is assigned to the ticket

44
 Ticket completed– E-mail notification to user 45

User will be notified by e-

mail when ISC Support
member has completed
the ticket

45
 46

Other 4a.
ITMaaS
Process flow Features
4b. Submit incident (Method 1 & 2)
4c. Other phases

a. Out of Office (Setting)

b. Out of Office (Approval Rights Delegation)
 Out of Office (Setting) 47

Background:
By default, every email send to ITMaaS email address will auto create an incident ticket with the following exception.

Exception:

1)When the subject matter contains ticket no as follow

(NB: xxx-xxxx is the ticket number):
Re: case#xxx-xxxxx or
Fw: case#xxx-xxxx

2)When the subject matter contains the following key words

Out of the Office or
Returned Mail or
Automatic Reply or
auto: cn or
mailer-daemon or
Undeliverable

Request to all ITMaaS Users:

To avoid wrong creation of ticket, please set your out of office notification setting as per below:

1)Exclude ITMaaS email address from the auto-reply.

ITSD@sg.panasonic.com
2)Select from above key words and input in your subject matter.

47
 Out of Office (Approval Rights Delegation) 48

❑ You can nominate a deputy as an alternate approver when you are out of office.
❑ An approver nominated as deputy can take up activities like approving a service/change request
and/or requesting for additional information before deciding whether to approve a request or not.
❑ Login to ITMaaS >> Go to Navigation Panel >> Manage >> My Profile >> Check the box for “Out of
Office”

48
 49

Thank You

49