Information &

Comunication
Technology

User Manual
Help Desk Angelini BIS
(HDA)

Introduction ......................................................................................................................................... 2
System login ......................................................................................................................................... 3
Ticket creation (tab Home) .................................................................................................................. 4
Request authorization (tab Pending processes) .................................................................................. 7
Ticket history (tab Tickets) ................................................................................................................... 9
Processed Request (tab Authorizations History) ............................................................................... 10
Ticket closure ..................................................................................................................................... 11

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Introduction

Ticket creation (Incident or Request) is the essential step to allow ICT and department responsible
for other service in the Angelini Group to provide an efficient and fast support.
Without a ticket will not be possible to fulfil any issue sent by other channel (phone, email, ecc.)
and to track the solution process.

There are two tickets type:

- Incident: fault regarding an information technology system or device;
- Request: change to an information system or new requirement.

Pick the right type during ticket opening is important to receive a good and fast service.
In some case, tickets with incorrect type could be cancelled and the solution process become slow.

Adding the right information when you open a ticket permit a faster execution; some example are
transaction code, report name, data used, error message and so on.

Every user can open a new request and it will be approved from the manager. If the manager
don’t approve the item within 7 days, it will be definitively discarded.
The Request created by managers are authorized by default.
For Request regarding user account and authorization (i.e. SAP transaction) there is an additional
approval of Human Resource Group Department.

Adding the right information to the ticket permit a faster and better solution.

ICT Catalog is organized in four main category:

- Application: task regarding Business application (ie SAP, DocuSOP, Office365,…) organized by process;
- Personal Device: every computer, monitor, mouse etc.
- Infrastructure: task regarding technical services for all the user: network, videoconference, email
Biscloud, etc.
- User and authorization: activities regarding user account and profile;

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System login

Every user can login into the system using the link in the home page of Angelini Corporate Portal
or using the following link in an internet browser:

https://hda.ngelini.it/TouchPortal

You will receive this login page where you fill you Angelini Domain user and password.

XXX

After you logged in, you will have this page.

On the top do you have a menu' tab:
- Home: page with the ICT services;
- Tickets: page to search into the tickets history;
- Pending processes: list of ticket to manage (usually is empty). The list contains ticket that have to
be closed or Request that has to be authorized;
- Authorizations History: list of ticket already processed (tab active only for manager and HR
approver)

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Tab Home - Ticket creation

In this page the user can search or browse the services catalog folders.

Search

Browse

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Once selected the correct topic the user can create a new Incident or a new Request (blue folder).

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The user complete the following form with the required information
- Subject: short description of the matter;
- Request/Description: long description of the ticket;
- Priority/Urgency:

Is it possible to attach a file for further information using Browse button or dragging a file.

To submit ticket click on Submit

In the left corner of the window a green pop-up show the ticket number.

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Request authorization (tab Pending processes)

This function is active only for managers responsible of the approval of Request created by their
team members or HR person in charge of evaluating Request regarding User and Authorization

The approval could also be executed by email, using the link placed in the message received for
the Request creation.

In the left side of home page are showed the Requests to approve.

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The same function is it possible using Pending processes tab; the Request detail is showed double
clicking the item.

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Ticket history (tab Tickets)

This page contain the tickets created by the user. Using filters it is possible to search the list.
The ticket list permit to check the ticket status:
- Assigned to: user or group in charge for the ticket management;
- Status: status of the ticket. The approval phase of the request is showed in this field;

The search fields could be closed using button (1). Button (2) clear all values.

Field closer (1)

Filter clear(2)

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Processed Request (tab Authorizations History)

Manager and HR people can use the page to search already processed requests.

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Ticket closure

After the ticket has been solved, the user receive an email for the solution approval.
The approval could be confirmed in the home page under Pending processes.

The user can accept the solution or re-open the ticket

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As last step of the process, the user give the feedback about the service.

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