CA Service Desk User Training Guide 2009 Wipro

CA Service Desk User Training Guide © 2009 Wipro Ltd - Confidential

Settings needs to be done For Windows XP-Follow the below setting first before you start access the call logging site. My computer>Right click select Properties>Select Computer Name tab>Click on Change button>Click on More button>Under Primary DNS suffix, type optcl. com and then click on OK button>again click on ok button. Then it’ll ask for system restart click on ok button once again. Then finally click on OK button the system will ask to restart the system with Yes or NO options. Click on Yes button to restart the system. 2 © 2009 Wipro Ltd - Confidential

Settings needs to be done For Linux System: Firstly for adding the domain you have to be in root user, then open the file with editor for example: vi /etc/resolve. conf Within this file you have enter into insert mode by pressing "i " from the keyboard and write search optcl. com nameserver 192. 9. 200. 153 To write and exit from the file press esc key then shift colon wq & press Enter( to write and quit from the editor) Secondly please note if the system obtained the IP address automatically the nameserver will be available, only you to insert the search domain as the domain name. Post the above configuration the below mentioned command should be issued as root user. #service network restart 3 © 2009 Wipro Ltd - Confidential

Settings needs to be done • For Windows 7 -Follow the below setting first before you start access the call logging site. My computer>Right click select Properties>Click on Advanced System setting>Select Computer Name tab>Click on Change button>Click on More button>Under Primary DNS suffix, type optcl. com and then click on OK button>again click on ok button. Then it’ll ask for system restart click on ok button once again. Then finally click on OK button the system will ask to restart the system with Yes or NO options. Click on Yes button to restart the system. 4 © 2009 Wipro Ltd - Confidential

How to Login to the Call logging system • Open your web browser>type http: //sldc-ca. optcl. com: 8080 and then enter. • Then you can find the login screen. Use your login credential (user name & password) to login to the call logging system. 5 © 2009 Wipro Ltd - Confidential

Agenda 1 Call logging 2 Call updating 3 Call closing/Reopening 4 Knowledge Search 5 Announcement 6 © 2009 Wipro Ltd - Confidential

Call logging 7 © 2009 Wipro Ltd - Confidential

Login screen 8 © 2009 Wipro Ltd - Confidential

Welcome Screen 9 © 2009 Wipro Ltd - Confidential

Solution search It is recommended to search for solution. However user can skip solution search by pressing Cancel to proceed further 10 © 2009 Wipro Ltd - Confidential

Incident Screen ` Select the proper incident area by clicking on the incident area. 11 © 2009 Wipro Ltd - Confidential

Incident screen Further to this you have more options under HR Module. Please select appropriate incident area to register your incident 12 © 2009 Wipro Ltd - Confidential

Attachment screen Even you can attach any screen shot or any document relevant to your issue. 13 © 2009 Wipro Ltd - Confidential

Attachment screen Click on the locate file button to upload the attachment or you can even specify the web page address and click on save button. 14 © 2009 Wipro Ltd - Confidential

Attachment screen Click on the browse button and locate your file. Then click on the open button select your file. Now click on the OK button to attach your file. 15 © 2009 Wipro Ltd - Confidential

Attachment screen Now click on the save button to attach the file along with your incident. 16 © 2009 Wipro Ltd - Confidential

Call Updating 17 © 2009 Wipro Ltd - Confidential

Overview Page 18 © 2009 Wipro Ltd - Confidential

Incident Details 19 © 2009 Wipro Ltd - Confidential

Call closing/Reopening 20 © 2009 Wipro Ltd - Confidential

Call Closing 21 © 2009 Wipro Ltd - Confidential

Call Reopening 22 © 2009 Wipro Ltd - Confidential

Knowledge Search 23 © 2009 Wipro Ltd - Confidential

Overview Page 24 © 2009 Wipro Ltd - Confidential

Announcement 25 © 2009 Wipro Ltd - Confidential

Overview Page 26 © 2009 Wipro Ltd - Confidential

Thank You © 2009 Wipro Ltd - Confidential