itelligence Service Portal

Version 2.3

Service Portal:

https://www.it-supportdesk.itelligence.de/supportdesk

Date: March 2012

Change History
Version Changes Responsible Date

1.0 1.1 1.2

Structure Content Replacement Process Draft Approval Process ch. 4 ch. 5.2 ch. 5.4

Th. Volkmann / T. Brckner Th. Volkmann / T. Brckner Th. Volkmann / T. Brckner

28.02.2010 04.03.2010 19.07.2010

1.3 2

Content Selection of Service Requests Process Changes (Status Procedure) ch. 5.1 ch. 5.3

Th. Volkmann Th. Volkmann

31.08.2010 Feb. 2011

2.1 2.1 2.2 2.3

Content Personal Settings Password Forgotten Content

Th. Volkmann Alexander Schinnen Alexander Schinnen Th. Volkmann

April 2011 April 2011 Dec. 2011 March 2012

Table of contents

Change History 1. 2. 3. 4. 5. 5.1. 5.2. 5.3. 5.4. Contents and Objective User Management Logon Navigation Incident Processing Incident Selection Incident Creation Updating the Incident

2 3 3 3 8 12 12 13 18

Incident Approval (Customer Must Have Process Defined with itelligence) 21

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1. Contents and Objective

The itelligence Service Portal is a tool for recording, tracking, and processing incidents. It supports our partners and customers in the simple recording and tracking of service related incidents. At the same time, it offers the possibility to exchange information with the itelligence Service Desk (and/or SAP Support) and it makes incidents transparent (overview, reaction times, incident history, etc.). In the following document, incident recording and processing using the itelligence Service Portal are described for itelligence customers.

2. User Management

The itelligence Service Portal collects the information for user management from the SAP Service Marketplace Portal. If you already have user access to SAP Service Marketplace, please use the same S-User ID to access the itelligence Service Portal. If you do not have access to SAP Service Marketplace, please request an SUser ID from your company administrator. Once the user is created in SAP Service Marketplace with the appropriate authorizations, the user is automatically created in the itelligence Service Portal. If not, please open a ticket in the itelligence service portal with the name and the S# of the user. An email is sent once the new user is configured. This email contains the information needed to access the itelligence Service Portal. If you forget your password, please request a new password from the logon screen of the itelligence Service Portal (see the screenshot below). The password needs to have at least eight characters, at least one special character, and include at least one number. Please ensure that users who no longer need to access to the itelligence Service Portal (e.g., retirement or termination of employees) are deleted centrally in the SAP Service Marketplace. A comparison between Service Marketplace and the Service Portal removes these users.

3. Logon

Please access the itelligence Service Portal via the internet:

https://www.it-supportdesk.itelligence.de/supportdesk Logging on to the system requires your user-ID and password.

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The first time you log on to the itelligence Service Portal, it is necessary to install a certificate. Doing this eliminates further certificate inquiries.

Language: Select the preferred language by choosing from the logon languages German or English. Change Password: Please enter your Service Portal User ID and password, select Change Password, and create a new password for your Service Portal User ID. Password Forgotten: Selecting Password Forgotten let you request a new password for your Service Portal User ID after providing your user and email address. A new password is sent via email.

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Contact: The contact link can be used to send an email to the helpdesk.

Automatic Logon: If you wish to be logged on automatically when you access the itelligence Service Portal, you have to install a Single Sign-On certificate. Once the Single Sign-On Certificate is installed, it is no longer necessary to enter your S-User data. In order to accomplish this, please apply for a SAP Passport in the SAP Service Marketplace.* Log on to the SAP Service Marketplace as usual and navigate to My Profile and then to My Portal Profile settings.

Choose Maintain My Single Sign-On Certificate and enter your Service Marketplace S-User ID and Service Marketplace password, then select Apply for SAP Passport (see the screenshots below).

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*This step can be skipped if you already use Single Sign-On for the SAP Service Marketplace

Please confirm any following windows with Yes and restart your internet browser. When you log on next time to the itelligence Service Portal and also to the SAP Service Marketplace, a window opens displaying your S-User ID. Please select OK and the system logs you in automatically.

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4. Navigation

The main navigation in the itelligence Service Portal is carried out from the top menu bar.

Home: This selection lets you go to the itelligence homepage and to Exit the itelligence Service Portal.

Service Desk: Choosing Service Desk lets you display, create, process, and manage service incidents. An overview of incidents is provided when selecting the starting page (Service Desk Start). Please see the following screenshots.

When clicking on an incident number (Transaction ID), you are taken to a detailed display view of that specific incident.

Depending on your interests, choose from the provided display variants: My ToDos, My Requests and My Open Requests. enables you to export the overview of your inciThe Export button dents into a Microsoft Excel spreadsheet. itelligence Service Portal Version: 2.3 Page 8 of 23

Print the incident by clicking the Print Button that is located in the line of the incident. When selecting the button, a PDF document is opened that contains all of the incident details. A safety warning may pop up in the internet browser that needs to be confirmed to move forward. You can print the document at this point. If the column with the print symbol is not displayed, right click on the gray row and choose User Settings. From this window, you can add the PRINT column to the Displayed Columns selection.

The following options are also available under the Service Desk selection: Start: This is the Home or Starting Page that provides the incident overview. Create: Select this to Create a new incident. Links SAP Notes: This links to the Notes search in SAP Service Marketplace. You need a valid S-User ID and password to SAP Service Marketplace to use the feature.

Extras Personal Settings: Choosing Extras takes you to your Personal Settings where you can change and administrate your personal settings if desired.

Under Personal Settings, you have the option to choose a Default Monitor Variant. itelligence recommends using the variant My Open Incidents for itelligence Service Portal Version: 2.3 Page 9 of 23

information concerning any open incidents. You can also select if you would like to open the incidents in display or change mode. Besides communication language and time zone are maintainable.

If the checkmark Open last variant is set, the system memorizes the last variant opened and reopens it when you bring up the starting page again. . Your selection is saved with

Replacement Process: Under Personal Settings, the My Replacements section allows you to define a replacement to manage your incidents for a specific time period. The Replacement receives all incident status emails and can view all relevant incidents that are assigned to you. Replacements can also process the incidents and become the Approver if necessary. You can only specify one Replacement during a specific time period. You can configure multiple Replacements; however, the valid from/to dates cannot overlap.

If you are the designated Replacement, you can view the incidents of your

colleague together with your own incidents under My open requests.

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By selecting the variant My ToDos., you can see all incidents which require an action.

If you are the designated Replacement, you cannot designate a Replacement under your Personal Settings.

Once the Replacements are configured, please save by pressing the Save button .

Help: The Help selection provides the user documentation for the itelligence Service Portal. The documentation is displayed in German or English, depending on your logon language.

Note: When using the itelligence Service Portal, please use the provided elements for navigation from within the itelligence Service Portal. Avoid using internet browser buttons as seen in the screenshot below. If you use the internet browser buttons, problems in the Service Portal functions and pages could occur.

If you need to refresh your starting page (Incident Overview), you may use the refresh button of your internet browser (e.g., ).

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5. Incident Processing

The itelligence Service Portal is used for reporting and processing incidents. Once an incident is created in the Service Portal, it is forwarded to the itelligence Service Desk to analyze and process. When a solution is proposed, the incident is assigned back to the initial reporter. From there, the reporter can close the incident or can reply and keep the incident Active with the Service Desk.
5.1. Incident Selection

The Service Portal starting page provides an overview of all incidents recorded in the Service Request Monitor (see Section 4). These incidents can be organized according to your personal settings. When clicking on the Transaction ID, a detailed view of each incident is displayed. These details include notes in the incident as well as the Request History.

In the Disp/Edit mode of an incident (see Section 5.3), if you wish to save an incident before submitting it to the itelligence Service Desk, please save the incident as a Draft (see Section 5.2). Once saved, you may view the incident under My Drafts.

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When using the Selection Service Request Button, you may select and search tickets with different criterias.

5.2.

Incident Creation

To create a new incident, please browse to Service Desk menu.

Create from the

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Before sending the incident to the itelligence Service Desk, you have the option to save the incident as a draft by selecting Save as Draft. Any drafts saved are not visible to the Service Desk and therefore cannot be processed. Any drafts that are saved can be edited several times. Once the draft is sent to the Service Desk, the appropriate SLA-Relevant creation date is assigned.

Please remember, the saved drafts can only be viewed under My Drafts. Clicking on Transaction ID opens the incident to be edited.

All fields marked with a star are required. The mandatory fields vary depending on which Contract Type is selected. Some of the mandatory fields are as follows: Description: This is a short and basic description of the problem. It also doubles as the subject heading.

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Contract Type: This is where you select if this is a Maintenance, Consulting, or Hosting contract. The options available to you depend on the contractual status with itelligence. Priority: There are four priority classes to choose from: o Low: Select this priority if there is a problem, but you can still successfully work day-to-day tasks. o Medium: Select this priority if there is a problem and the

day-to-day tasks could be interrupted in the near future. o o High: Select this priority if the daily tasks are interrupted. Very High: Select this priority if the daily tasks are seriously interrupted in your Production Environment (system down). Subject: Depending on the selected contract type of the incident, the field subject helps to provide more information to the itelligence Service Desk. Classification: When selecting Consulting for Contract Type, the following optional fields appear and can be selected under Subject: o Change Request: Select this to order new or additional IT Services (e.g., the change of an existing process in SAP or the addition of new functionality in SAP). o Incident: Select this when having problems that are rela-

tional to hardware or software (e.g., system failure, printing issues, SAP short dumps, invoicing does not work, etc.) o Service Request: Select this when you need password resets, printers defined in SAP, transports, storage location questions, creation of contracts, and any other general questions. SAP Component: Please choose the component for the specific SAP business or technical area which is the closest relation to the issue. System Type: This identifies the system as a Development System, Test System, or Production System. Approval Process: This field only appears when the contract type Consulting is selected AND an approval process is defined with itelligence. Please mark the issue with Change Subject to Approval. Once this checkmark is selected, the change must be released by an Approver which has been pre-defined by your company (see Section 5.4). Version: 2.3 Page 15 of 23

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Longtext: Please describe the issue in detail. characters must be entered.

A minimum of 10

The field Created By is automatically populated with the Service Portal User ID that is logged into the system. This field cannot be changed. to attach a file, a web link/address, or a SAP Press the button Note to the incident. When you enter web links/addresses, please be sure to enter the complete URL (e.g., http://www.itelligence.de).

Open a Service Connection Maintenance Customers: When selecting Maintenance for the Contract Type, there is the option to open a Service Connection for SAP Support and a Secure Area to store information such as LogOn data. Please Note: Your S-User ID needs these specific authorizations on the SAP Service Marketplace to access the above: Open Service Connection and Maintain Customer LogOn Data.

When selecting Secure Area, a new browser window appears. Here you can maintain your installations and provide the LogOn data for the selected system.

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When clicking Service Connection, a new browser window appears. From here you can open the service connection for SAP Support.

You still have the option to log on to SAP Service Marketplace separately to open the Service Connection and access the Secure Area. It is not necessary to open the Service Connection and store LogOn data when creating an incident. This process can be completed anytime during message processing.

After all the mandatory fields are populated in the incident, please send the incident by pressing the button Send. The incident is directed to a member of the itelligence Service Desk for immediate processing. After the incident is submitted, the Service Portal assigns a Transaction ID to it and automatically populates the fields Sold-To Party, Reported By, Message Processor, and Currently Responsible. The field Currently Responsible names the current processor of the incident. Depending on the incidents status, the Currently Responsible may change throughout the incident process. The Transaction ID (located at the bottom of the Service Portal screen) is listed to allow you to access the incident anytime.

After the incident is created, no further action on the part of the reporter is necessary. Once a solution is provided or further information is required, the reporter is informed of the update via an email. itelligence Service Portal Version: 2.3 Page 17 of 23

5.3.

Updating the Incident

In order to process an incident, please select the incident by clicking on the Transaction ID. Once the incident is opened, to make any edits or notes in the incident, please select the Disp/Edit button .

In the detailed view of an incident, locate the Expand button in the upper right side of the window .

When selected, this button opens the Service Request Monitor in the upper section of the Service Portal screen. The detailed view is still displayed below. This option allows fast navigation between different incidents. All changes and updates are logged under Request History under the Service Request Details. If the incident status is updated by the itelligence Service Desk to Customer Action, Sent to SAP or Proposed Solution, you receive an email with a link to directly access the incident. Remember to review Request History to view any details or comments in relation to the incident.

After the incident is created, it is put into New status. The itelligence Service Desk can change the status to Acknowledged, Assigned, or Active: Acknowledged: The incident is classified and accepted by the Service Desk. Assigned: The incident is assigned to a person or support team within the support organization. Active: The support person or support organization takes ownership of the incident and begins searching for a solution.

In the detailed view of an incident opened under the Maintenance contract, you again have the possibility to open the Service Connection and to store the LogOn data in the Secure Area (see Section 5.2).

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To process and update the incident, make sure to switch to change mode by clicking on the Disp/Edit button and update the incident. . Once selected, you now can edit

To send further information regarding an incident in New, Acknowledged, Assigned, or Active status to the itelligence Service Desk, click the button Add an Info. Please know that Add an Info does not trigger a status change.

When the itelligence Service Desk changes the incident status to Customer Action or Proposed Solution, the following buttons become available for you: Confirm Incident In status Customer Action or Proposed Solution the action Confirm Incident is available. This action closes the incident if the problem has been solved. Once the incident is closed, it cannot be edititelligence Service Portal Version: 2.3 Page 19 of 23

ed anymore. A new incident needs to be created if there is still an issue.

Reply to Support / Send Answer to SAP Please select this action if the problem has not been resolved. Once Save is selected, the incident is sent back to the itelligence Service Desk/SAP to be reviewed. Once a new solution exists, the reporter receives an email notification.

The text you enter when you execute the action must consist of a minimum 10 characters. Once OK is selected, the status is changed to Customer Responded. The system assigns the incident to the itelligence Service Desk and populates the Currently Responsible. Incidents that remain in the statuses of Customer Action or Proposed Solution for a period of 4 weeks automatically update their status to Request for Closure. This status can also be set manually by the message processor. In both cases an email is generated and requests to close the incident. If the incident remains in Request for Closure status for an additional 4 weeks, the incident is closed automatically. Once the incident is set to Closed, the incident can no longer be edited or updated.

If an incident with the contract type Maintenance has the status Send to SAP, you can send additional information to SAP. This is necessary if you need to add some missing or additional information for SAP Support.

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Once you add information for SAP with the button Sent Notification to SAP and confirm the text by pressing OK, this provided information is sent to SAP. Attachments cannot be sent to SAP if the incident is in the status Sent to SAP. You can only send attachments when in Proposed Solution or Customer Action status. If the itelligence Service Desk is the responsible party for the incident in the status of New or Active, it is possible to attach an additional file.

In general, it is possible to attach an additional file to the incident except in the status Sent to SAP. The file can be attached by clicking the button:

The incident has to be saved afterwards.

5.4.

Incident Approval (Customer Must Have Process Defined with itelligence)

If you have setup a defined approval process with itelligence, and any incidents are created with the contract type Consulting, the approval process can be tracked. If the checkmark Activate Approval Process is selected during the incident creation, one or two responsible Approvers must be selected. If only one approver is required, please choose one approver. If the approval needs two approvers, please fill in both fields. The approval type should be defined with the proper selection of All Approvers Have to Approve or Only One Approver Has to Approve.

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Incidents created with the Activated Approval Process always have the additional status Change Mode.

When the itelligence Service Desk changes the incident status to Waiting for Approval, the Approver is informed via an email. The Approver can view all incidents to be approved in the incident monitor using the display variant Tickets to be Approved.

The following actions are available for the Approver (and only the approver) in the incident details:

Approve: The expense or request specified in the incident is accepted and approved. Reject: The expense or request specified in the incident is declined. This action closes the incident and it can no longer be edited. Answer to Support: If you require further information from the itelligence Service Desk, select the button Reply to Support. It changes the status to Customer Responded. Please note that the incident is not approved after selecting this.

If two approvers are required to approve an incident, it is only approved after both approvers approve. If one of the approvers chooses to decline the incident, the status changes to Request for Closure. If one of the approvers itelligence Service Portal Version: 2.3 Page 22 of 23

sends a Reply to Support, the incident status changes to Waiting for Approval and both approvers must start the approval process over again.

A minimum of 10 characters must be entered in the Longtext of the incident.

When you choose Approve or Reject, the status is updated to Customer Responded or Request for Closure, respectively. The system then determines the Currently Responsible, and informs the itelligence Service Desk processor or the Reported By via an email.

Please note: If an incident is created without the Activate Approval Process selected, the itelligence Service Desk can select this option when processing the incident when requested.

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