SERVICE DESK PORTAL

The web adress of the Audio Matching Service Desk portal is : https://kantarmedia.atlassian.net/projects/RSAMS/queues/custom/232

INVITATION TO SERVICE DESK

Log on with your user (email ID) and password. If you are logging on for the first time, you would need to create your password.

A verification mail is sent to your mail box and you have to acknowledge it.

Figure 1: Log in page

STEP 3: Select a Request Type

Once you successfully log on to the Service Desk support page, the following Request Types will appear.  

Figure 2: Request Types

You would need to choose a Request Type, depending on your requirement.

Here, you can: 

• Report an Incident using Incident option.
• Request a new feature using Feature request option.
• Raise/Ask a question using Question option.

STEP 4: Filling the Request Form (for example: Incident form)

Finally, click Create button.  

STEP 5: What happens when a ticket is created?

Once a ticket is created, it is added to the queue on the Service Desk home page with a ticket number assigned to it.

There are three status assigned to a ticket :

Waiting for customer: This status is assigned when you (customer) submits a ticket.

Waiting for support:

Waiting for implementation:

Exclain ticket status (waiting for customer, waiting for support, waiting for implementation).

Explain ticket details.

Explai ticket sharing.

Explain that customer can also resolve a ticket.

STEP 6 : TICKET NOTIFICATION AND TICKET UPDATING

show ticket notification on customer mail.

explaining how to answer to a ticket through the link.

STEP 7: LISTING TICKETS ON CUSTOMER PORTAL

List the different tickets on the customers portal.