Download - Service Manager Tool Introduction
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Logging in and general orientation
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How to access
http://your-site-url-goes-here/index.do
Usual client for most users.
Accessible for people working with disabilities.
http://your-site-url-goes-here/accessible.do
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Use the accessible
interface if:You are blind or visually impaired.You use text-to-voice to “see” a computer screen.Using a mouse is difficult or painful.
Menus are expanded out fully.Larger fonts.
<TAB> navigation between fields.
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Training Environment Login
Screen
Your username.(This might be your
Windows network username)
Your password. (This might be your Windows
network username)
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World’s Shortest
Exercise Confirm that you can log in:
http://your-site-url-goes-here/index.do
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Employee Self
Service http://your-site-url-goes-here/ess.do http://your-site-url-goes-here/accessible_ess.do
Log your own requests See your requests’
status Give approvals Order from the
catalogue Search the knowledge
base
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The Top Four
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1. To-do screen: what should I be
working on now?
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1. To-do screen: what should I be
working on now?
Tickets you might see here:
SD = Interaction (someone called)
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1. To-do screen: what should I be
working on now?
Tickets you might see here:
SD = Interaction (someone called)
IM = Incident (something’s wrong)
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1. To-do screen: what should I be
working on now?
Tickets you might see here:
SD = Interaction (someone called)
IM = Incident (something’s wrong)
C = Change (change something)
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1. To-do screen: what should I be
working on now?
Tickets you might see here:
SD = Interaction (someone called)
IM = Incident (something’s wrong)
C = Change (change something)
Txxxx = Task (help a change happen)
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1. To-do screen: what should I be
working on now?
Tickets you might see here:
SD = Interaction (someone called)
IM = Incident (something’s wrong)
C = Change (change something)
Txxxx = Task (help a change happen)
PM = Problem (it’s always wrong)
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1. To-do screen: what should I be
working on now?
Tickets you might see here:
SD = Interaction (someone called)
IM = Incident (something’s wrong)
C = Change (change something)
Txxxx = Task (help a change happen)
PM = Problem (it’s always wrong)PMxxx-xxx = Problem Task (help investigate)
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Choose a module by clicking on a blue area.
2. Navigation
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Choose a module by clicking on a blue area.
2. Navigation
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Expand a menu by clicking on a triangle or the text beside it
2. Navigation
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Expand a menu by clicking on a triangle or the text beside it.
2. Navigation
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Click on a tool or function to use it
2. Navigation
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2. Navigation
Favourites and Dashboards is mostly for reporting, oversight and management.
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2. Navigation
Depending on your role, you see different modules here.
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Help! My navigation bar has
disappeared!
(Helpful if you have a small screen and a wide form to fill in.)
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3. (Almost) everything you do
creates a new tab
Click on the [x] to close a tabOr log out to close all tabs
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But closing a tab does not
always prompt you to save your work
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Your session will time out
eventually
... and you will lose all your unsaved work.
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4. Save typing with Alt-F9
and Text fields with a fill button on the right can be autocompleted .
Action to validate and / or autocomplete
Application this works on
Alt-F9 Internet Explorer
Tab-Enter All clients – Firefox, IE and windows
Click the fill button All clients – Firefox, IE and windows
F9 MS-Windows client
This also validates the data in the field.
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If there is more than one
completion, auto-complete supplies a list to choose from.
Auto-complete and validate
If there is only one valid completion, auto-complete uses it.
For some fields if the field is empty, auto-complete opens a search form.
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Hit the “Count Records” button to see exactly how many.
Select from this list by clicking anywhere on the line
Dealing with lists
Next page, previous page, first page, last page, jump to page…
50 records by default per page.
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Exercise
Make sure your navigation bar is visible. If it isn’t, make it appear.
Expand “Menu Navigation”. Find “Incident Management” and expand that. Click on “Open New Incident”. If you don’t have this, look for “Register New Interaction” under “Service Desk”.
Locate the “Service Recipient” field. Start typing your username into it, and then auto-fill the field.
Decide to do something else – “x” the tab.
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This document was developed and placed in the Creative
Commons by Greg Baker from the Institute for Open Systems Technologies Pty Ltd.
There are more in this series, covering Service Requests, Incident Management, Change and other topics at http://www.ifost.org.au/Training/ServiceManager/
Many customers request these course materials be customised to suit their environment. Many also ask IFOST to deliver face-to-face or web-based training sessions based around these materials. Please contact Greg Baker ([email protected]) if you would like to discuss this.
We are always interested to hear your feedback.
What now?