System Operation Manual - Welcome Page
Contents
1. eiiis ar iaat E sn annes sa ans saa anne saa assise anna 41 TT NNN 42 MENN 43 HDS UM E 01 Release No 2 0 Section 1 Page 2 of 2 Origin Date 01 06 2011 Release Date 30 12 2014 d Helpdesk System HDS User Manual wd OMESTI 1 0 HOW TO ACCESS THE HELPDESK SYSTEM HDS To access the Helpdesk System HDS open any web browser and key in the URL http helpdesk fstech formis net at the address bar of the web browser Once entered you will see the Welcome Page as displayed below P e Help Desk Welcome Page Welcome Page Welcome To Helpdesk System Announcement Log In to Helpdesk System User Name Password Remember me this time New User Registration Password Reset Help Page Helpdesk System Welcome Page Screen HDS UM E 01 Release No 2 0 Section 1 Page 1 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 d JA Helpdesk System HDS User Manual OMESTI 2 0 HOW TO REGISTER NEW USER At Welcome page click on hyperlink New User Registration e g Help Desk Welcome Page Welcome Page Welcome To Helpdesk System oa Log In to Helpdesk System Click here to New User Registration page ee Password New User Registration Click here to Help Page ERORA Help Page Helpdesk System Welcome Page Screen 1 To recover password click on hyperlink Password Recovery 2 Click on hyperlink Help Page to access Help page User Registration Page will be2. 22 7 1 4 Bookmark Incident rient E Renan RH a ERE naM Rc ganar NRE Ron UE ME PENES aM onK E aNa PR SU MEUUE 22 TL e i a SEEN 23 21 VIEW Incident Detalls EE EE eui rep oru ato e Vend ENS Dri S 23 752 2 REMOVE BOOKIOIK SR EEE REE EE CDU Pr reU UE 23 TD TNT 24 5 0 HOW TO MAINTAIN MY PROFILE vassverk ad este 25 od Howtothange PassWord Lave 26 82 How to Update Security AP Nav 27 9 0 HOW TO VIEW INCIDENT STATISTIC REPORT sssisssssescssvsesscctivsesssscsessasdescesenivesssesssacebssessionesensenbesive 28 HDS UM E 01 Release No 2 0 Section 1 Page 1 of 2 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI 9d Export Incident Statistics REDON sassanidene herde is 30 10 0 HOW TO VIEW INCIDENT DETAILS REPORT eesesovnvnvsnvnvnvnnvnvnnsnvnennsnnnnnnnnnnvnnnnnnvnnnnnnnnsnnnnvnnnnnnvnnnene 33 10 1 Export Incident Details Report sciscasisusieasiccdesvneadcosnseeddessvenesvannssdduevanedeacxseeddeadvosusmacnientesossenenes 35 11 0 HOW TO MAINTAIN DYNAMIC REPORT wacsssssisccsccepscecsiesesevecsesvassveseasvscusawerabeveneveiestieeateteaceesneseens 37 11 1 Create Dynamic Report arennnennnrnnnennnrnnnrnnnrnnnsnnnsvnnsvnnsnnnsennsennsennsennsvnnnvnnnennnennnennnsnnesnnnsnnesene 38 UE tudo EE EN EE ETER 40 11 2 1 View Dynamic Report Details rrrrnnrrrnnnnnrrrnnnnrrrnnnrrrnnnnrrrnnnrrrrnnnrrrnnenrrrnnnrrrnnesrnnnesrennnesrnnnnneee 40 11 2 2 Edit Dynamic Report Details
3. Dynamic Report Search Screen Click on button to reset the form To search Dynamic Report enter search criteria click on button Dynamic Report List will be displayed according to search criteria HDS UM E 01 Release No 2 0 Origin Date 01 06 2011 Release Date 30 12 2014 Section 1 Page 37 of 45 d JA Helpdesk System HDS User Manual OMESTI 11 1 Create Dynamic Report create New Click on icon to create new Dynamic Report Dynamic Report Entry Page will be displayed Report gt gt Dynamic Report gt gt Entry Page Welcome Haris Lim Jia Jie Q Logout Title Sharing Setting gt Individual Company Industry Public Report Criteria E la Filter Criteria Display Header Text Filter Condition NL Ref ID Ref ID Edit Filter Criteria Unsort Log Date Log Date Edit Filter Criteria Unsort Log By Log By Edit Filter Criteria Unsort Company Name Company Name Edit Filter Criteria Unsort Contact Name Contact Name Edit Filter Criteria Unsort Contact No Contact No Edit Filter Criteria Unsort E mail Address E mail Address Edit Filter Criteria Unsort Project Name Project Name Edit Filter Criteria Unsort System Name System Name Edit Filter Criteria Unsort Issue Priority Issue Priority Edit Filter Criteria Unsort Problem Category Problem Category Edit Filter Criteria Unsort Problem Description Problem Description Edit Filter Criteria Unsort Branch Name Branch Name Edit Filter Criter
4. JGohYiChun fMedum X 00112080011 Syehidishek 1 1 1 1 1 1 1 Medium gt 001120800169 Saiful Hadi Zamari Z O 1 Medum 00112080199 Muhammad Ilman Nahri Bin Abdul Rahman 1 Medium OO 0112080201 0112080202 0112080217 0112080224 00112080228 Muhammad Ilman Nahri Bin Abdul Rahman Medium 00112080253 Muhammad Raimi Medium 001120800607 Muhammad Raimi Medium 00112080275 Syahid Ishak Medi 00112080277 sysdishesk Medium 00112080281 sya Ishak Medi 0112080283 Syahid Ishak Medium End of Report Dynamic Report Screen Report prepared by Haris Lim Jia Jie on 12 9 2012 3 39 00 PM Close Click on button E close Dynamic Report To export Incident Statistics Report click on button at Incident Statistics Report Screen HDS UM E 01 Release No 2 0 Section 1 Page 43 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI Name My Reportxls Type Microsoft Office Excel 97 2003 Worksheet 959KB From localhost While files from the Intemet can be useful some files can potentially harm your computer f you do not trust the source do not open or save this file What s the risk File Download Screen Click on button Upen or Save to open or save the Incident Details Report Report
5. gt Upon completion click on n Click Attach file hyperlink if need to attach file s 1000 Characters ReM4 Refer to 5 2 1 Add Attachment for details Attach file Click Add button after filling in the required details i Create Incident Log Add New Incident Issue Screen Release No Release Date 2 0 30 12 2014 Close Add Section 1 Page 10 of 45 731 SG Helpdesk System HDS User Manual OMESTI Inventory This field is dependent on the Problem Category If Hardware is selected for Problem Category then Inventory field will appear Problem Description Describe the problem issue here Activity Describe the action taken to solve the issue action 1 action 2 action n Solution If the Problem solved immediately checked this field is mandatory Describe the action that have been successfully solved the issue Created issue will be displayed in Issue Cart on the Incident Log page Incident gt gt Incident Log Welcome s w Logout Company Name Kompleks Mahkamah Pulau Pinang Contact Name Sw Contact Email sw fstech formis net Contact Phone No 12345 i j j Add New I Created issue will be displayed in Issue Cart s Issue Cart s ETS Project Name System Name Department Problem Category 1 eCourt Case Management System High Court Civil Network E3 2 eCourt Case Management System High Court Civil Routing Rules Create Incident Log Issue Cart
6. lt Select a Value gt v i Problem Category lt Select a Value gt v Problem Description 1000 Characters Reid Glick Attach file hyperlink to attach file s Attachment Attach file Close Add Create Incident Log Add New Incident Issue Screen Add Attachment screen will pop up Attachment NO RECORD Add Attachment Screen HDS UM E 01 Release No 2 0 Section 1 Page 13 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI select File Click on button to select file to attach Add Attachment screen will pop up Select a file to attach selected file will be displayed on the attachment list If user needs to add more than one attachment click on button Select File and repeat the same steps to add more attachments Attachment Select File File Name Content Type yz2 Jpg image jpeg vz pg image jpeg Add Attachment Screen Click on button to delete the attached file Message Deleted Successfully will be displayed at the top of the page Message Deleted Successfully CI Click on button to close the Attachment form when all the attachments have been added to the issue HDS UM E 01 Release No 2 0 Section 1 Page 14 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI 6 0 HOW TO SEARCH INCIDENT Go to Incident g
7. E 01 Release No 2 0 Section 1 Page 31 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI Darairaj Low amp Teh Filing System Total By Company E M Chye amp Murad eFiling System Total By Company eFiling System Total By Company Total By Company Eompleks Mahkamah Euala Lumpur Count Recording amp Transcriptian System Total By Company Eompleks Mahkamah Pulao Pinang Case Management System Total By Company Eompleks Mahkamah Shah Alam Count Recording amp Transcription System Tatal By Company Tatal By Company YH Teh amp Quek Filing System mr kr ee e a a a Er AL ei ie a a Total Ey Company Total By Project Grand Total W coo ie 2 2 2862 069 be l eo fa End af Report Downloaded Report Sample Screen Not all browsers will display window File Download some browsers will download the report to the Default Download Folder according to user s browser setting Make sure the browser has been activated with Unblock Pop up setting to enable pop up report Make sure user s computer has Microsoft Word installed to view the report HDS UM E 01 Release No 2 0 Section 1 Page 32 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e Helpdesk System HDS User Manual wd OMESTI 10 0 HOW TO VIEW INCIDENT DETAILS REPORT Go to Report Incident Details Report Page Incident Details Report with Search function will be displaye
8. Mahkamah Pulau Pinang Devi fSessionCourt civil mss2 Case Management System 02 Ogos 2012 4 40 00 112080025 User unable to vie urt Kompleks Mahkamah Pulau Pinang Mr Veerakumar Magistrate Court Civil Case Management System Hardware C 02 Ogos 2012 4 44 00 112080026 User unable to bo beep eCourt Kompleks Mahkamah Pulau Pinang High Court Case Management System 03 Ogos 2012 2 47 00 112080041 User request to tri Norhayati to her Downloaded Report Sample Screen Not all browsers will display window File Download some browsers will download the report to the Default Download Folder according to user s browser setting Make sure the browser has been activated with Unblock Pop up setting to enable pop up report Make sure user s computer has Microsoft Word installed to view the report HDS UM E 01 Release No 2 0 Section 1 Page 36 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e Helpdesk System HDS User Manual wd OMESTI 11 0 HOW TO MAINTAIN DYNAMIC REPORT Go to Report gt Dynamic Report Page Dynamic Report with Search function will be displayed Report gt gt Dynamic Report Welcome Haris Lim Jia Jie Ref ID Logout Q Create New Title Sharing Setting ViIndividual VW Company WVlIndustry Public Incident Details Report Wong Chia Wei Sep 3 2012 5 43PM y 4E nn Report for KMKL Haris Lim Jia Jie Sep 5 2012 6 05PM n ite Summary Report by State SL Lok Sep 10 2012 10 01AM 2 4E os
9. by follow the instruction stated in the email received Click here to login page Registration Successful Screen An Account Activation email will be sent to user To activate and verify the new registered account user needs to click on the link in the Account Activation email Active Account game tu Hl Pede S t To activate and verify your account click on the link in the email To activate and verify your account please click the following link http 172 18 20 31 Helpdesk Account Verification aspx service analytics amp Account Active amp Id 0550b43a 8e7b 4c94 b4e0 7f07901d6057 ae If you ve received this mail by mistake it s likely that another user entered your email address while trying to create an account If you don t click the verification link the account won t be activated If clicking the link above does not work copy and paste the URL in a new browser window instead Thank you for using Help Desk System For questions or concerns about your account please visit the http 172 18 20 31 Helpdesk Welcome aspx Help Center at http 172 18 20 31 Helpdesk Help aspx This is a post only mailing Replies to this message are not monitored or answered Administrator Helpdesk System Email for Account Activation Screen Helpdesk System Welcome Page with message Account Successfully Activated screen will be displayed User can click on the hyperlink to redirect to Login Page Welcome Page About Us Welcome Bac
10. s Screen HDS UM E 01 Release No 2 0 Section 1 Page 11 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e Helpdesk System HDS User Manual wd OMESTI Add New Issue If there is more than one incident click on button at Incident Log Contact Details Add Screen and repeat the same steps to fill in Add New Issue form and click on button After all the issue have been added to Issue Cart click on button E save the incident log Window Show Submitted Details will be displayed Show Submitted Details x Company Name Kompleks Mahkamah Pulau Pinang Contact Name S Ww Contact No 12345 Email Address sw fstech formis net Received Log Date 6 12 2012 9 33 52 AM Ref Id Project Name System Name Problem Category Issue Status Problem Description 00112060010 eCourt Case Management System Network Problem In Progress Problem Description 00112060010 eCourt Case Management System Routing Rules Problem In Progress Close Show Submitted Details Screen HDS UM E 01 Release No 2 0 Section 1 Page 12 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI 5 2 1 Add Attachment At Add New Issue page click on hyperlink Attach file to attach file s to the issue Add New Issue x Branch lt Select a Value gt v Department lt Select a Value gt v Location Project Name lt Select a Value gt v System Name
11. the record has been bookmarked by user To remove bookmark click on icon Message Removed Successfully will be displayed at the top of the page Message Removed Successfully Record that has been removed bookmark will be displayed in My Tray with icon Record has been removed from Bookmark Tray HDS UM E 01 Release No 2 0 Section 1 Page 20 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 d Helpdesk System HDS User Manual wd OMESTI 7 0 HOW TO USE MY TRAY Go to Incident gt My Tray My Tray screen shown below Incident gt gt My Tray Welcome S W Search My Tray My Tray Problem Issue Kompleks Mahkamah Pulau In Progress 6 12 2012 4 13 03 e Court Bilik Surat Kuasa PM 00112060015 project Wakil Problem Pinang Bookmark Tray 6 12 2012 9 33 52 AM 00112060010 e Court project Case Management System Problem Kompleks Mahkamah Pulau Pinang In Progress My Tray Screen There are 2 sections in My Tray page namely i My Tray ii Bookmark Tray HDS UM E 01 Release No 2 0 Section 1 Page 21 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI 7 1 My Tray My Tray contains all Incident records that are or has been assigned to the user By default this tray lists all records which status is not closed and dropped My Tray Problem Log Date Reference No Project System Description Company Nam
12. External Details will be displayed Edit My Tray External Details 00112060010 SW 12345 sw fstech formis net Edit My Tray External Details Screen Click on button to reset the form Click on button No to go back to Search Incident main page Click button to save edited details Message Saved Successfully will be displayed at the top of the page Message Saved Successfully HDS UM E 01 Release No 2 0 Section 1 Page 18 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI 6 1 3 Drop Incident Click on icon to drop incident Confirmation message will pop up Message Deleted Successfully will be displayed at the top of the page Incident Issue Status will be updated to Dropped Message Deleted Successfully An email with Subject Issue Dropped will be sent to all users including l External users who made the request ii Users who created the incident iii Users who are in the escalation loop iV Users who handled the incident and V Users who dropped the incident HDS UM E 01 Release No 2 0 Section 1 Page 19 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI 6 1 4 Bookmark Incident Click on icon to bookmark the incident Message Saved Successfully will be displayed at the top of the page Message Saved Successfully Bookmark icon changed to grey color after
13. HELPDESK SYSTEM HDS USER MANUAL Release No 2 0 prepared by a cafes OG OMESTI OMESTI Berhad e JA Helpdesk System HDS User Manual OMESTI TABLE OF CONTENTS 1 0 HOW TO ACCESS THE HELPDESK SYSTEM HDS ssessssssossossossssssesseossossossossossoeceeossossossossossoseeeee 1 24 0 HOW TO REGISTER NEW USER sissies csivdscdodssecncisesenciedenssadasewssndedevesinnswesasedetesaseiesendentadsencksaveisscisrsenenes 2 3 0 HOW TO RECOVER PASSWORD sisseceiwicncadecescicnsecendactandescwssdenscdsonensauacaedeutenducawsedesecsnbendsyseveuderdaedbass 5 40 HOW TO LOGIN TO HELPDESK SYSTEM sicsscsvsssnisasescsecavtcsnisnessetesevetensssoiassesasvesnaasedcesncssetewssnntesiacssnes 7 al MENN 8 50 HOW FO LOG INCIDENT 55292565 iseVes xv ds nas ES TRE REY SUR ORE EREERUEX a a GE VEERA S Saa se TIE Se SUE 9 Add Contact Detail c E 9 Dele FIN 10 EMNENE 13 60 HOW TO SEARCH INCIDENT ssssisavecsscsdsazssasvereasnsderstvessvsasansabunenaveuvessnsdesosseseveccaseaepebsteswoanssensee beste 15 L udo P 16 6 117 Verner Kvarv v re 17 ol FG 18 EH NN 19 Et BIN 20 70 HOW TO USE MY TRAV ansees SE Re EN PREV Tus Eno ea UY Oo Ra VP eVaR Ru Ue gU PROS EVE qV e VERS FEVER VY Ex IV ECT CEA 21 LA UAI rr NN 22 VEU Ie xi o rm n 22 E FET 22 PN SEU P Colores riiit Ern Ea N u
14. Issue Which means user needs to complete process Add Contact Details at screen Incident Log before proceeding to Add New Issue at screen Add New Issue 5 1 Add Contact Details Add New Issue Fill in all the mandatory fields that mark with then click to create new incident Window Add New Issue will pop up Home Page Incident Inventory Maintenance Report Setting About Us Incident gt gt Incident Log Welcome 5 w Logout Company Name Formis Software amp Technologies Sdn Bhd Contact Name SW Contact Email swa fstech formis net Contact Phone No 12345 Click here to add new issue Add New Issue Create Incident Log Incident Log Contact Details Screen HDS UM E 01 Release No 2 0 Section 1 Page 9 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 Helpdesk System HDS User Manual OMESTI 5 2 Add New Issue Fill in all mandatory fields with and related information if any attachment needs to be added click on hyperlink Attach File Please refer to Section 5 2 1 Add Attachment for details Add T button to add the incident log to cart Add New Issue Branch Department Location Project Name System Name Problem Category Problem Description Attachment HDS UM E 01 Origin Date 01 06 201 1 lt Select a Value gt lt Select a Value gt lt Select a Value gt lt Select a Value gt lt Select a Value
15. ail Report Date From 1 Jan 2012 Report Date To 03 Aug 2012 Incident Statistics Report Search Screen Click on button to reset the form To search Incident Statistics Report enter search criteria click on button Incident Statistics Report will pop up according to search criteria HDS UM E 01 Release No 2 0 Section 1 Page 28 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI Incident Statistics Report 01 Aug 2012 03 Aug 2012 Click on hyperlink Hide Legend to hide the Gr rer I Initial P In Progress PC Pending to Confirm D Dropped C Closed Company System PC Istana Kehakiman Poj Case Management System 0 Total by Company 0 Kompleks Mahkamah Cyberport Case Management System Total by Company Kompleks Mahkamah Kuala Lumpur Case Management System Total by Company Kompleks Mahkamah Shah Alam Case Management System Total by Company Total by Project Grand Total End of Report Report prepared by swo on 8 3 2012 2 42 PM Incident Statistics Report Screen Click on hyperlink Hide Legend to hide the Legend To Hide Legend click on hyperlink Show Legend Close Click on button to close Incident Statistics Report HDS UM E 01 Release No 2 0 Section 1 Page 29 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI 9 1 Export Incident Statistics Report To ex
16. already power on End of Report Report prepared by swo on 8 3 2012 3 28 PM Click button Export to export Incident Statistic Report Incident Details Report Screen Export File Download window will be displayed Name t Details Report 1 Jan 2012 03 Aug 2012 xls Type Microsoft Office Excel 97 2003 Worksheet 959KB From localhost arcs While files from the Intemet can be useful some files can potentially harm your computer If you do not trust the source do not open or save this file What s the risk HDS UM E 01 Release No 2 0 Section 1 Page 35 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI File Download Screen Click on button or to open or save the Incident Details Report Report will open or save in Microsoft Excel format Incident Details Report 02 Aug 2012 03 Aug 2012 Total Record s 11 Contact Name Branch Department Location Problem Category Status Log Date eCourt Kompleks Mahkamah Cyberport Puan Saba aton binti Daud Session Court Civil Case Management System Others 03 Ogos 2012 10 25 00 112080034 Untuk makluman Jurubahasa mema Tuan Norazlan Bir CMS Pohon pihak semula nama Tua mungkin kerana Jt untuk keesokkan F eCourt Kompleks Mahkamah Johor Bahru Puan Sashikala Magistrate Court 1j Case Management System User Registration 02 Ogos 2012 10 57 00 112080015 User report that u to password locke ourt Kompleks
17. and Total Number of Issues Reported into HDS system will be displayed at Home Page screen HDS UM E 01 Release No 2 0 Origin Date 01 06 2011 Release Date 30 12 2014 Section 1 Page 7 of 45 Helpdesk System HDS User Manual OMESTI User can click on button HE to collapse or minimise the tab To expand and collapse the Total Issues Handled By User click on the or T 4 Help Desk Home Page Incident Maintenance Report About Us Click on the v to collapse the tab out Home Page Announcement 2 Click on the X to minimise the tab Issue Report Click on the or to expand and collapse Total Issues Handled By swo the Total Issues Helpdesk System Home Page Total Issues and Announcement Tabs Screen 4 1 Quick Search Quick Search will be displayed below the Menu bar after login at every screen User can key in the Ref ID and click on to search for an issue ur 4 Help Desk Home Page Incident Maintenance Report About Us Help Home Page Welcome Haris Lim Jia Jie 80157 C Logout Click on the to search the issues Helpdesk System Home Page Quick Search HDS UM E 01 Release No 2 0 Section 1 Page 8 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e Helpdesk System HDS User Manual wd OMESTI 5 0 HOW TO LOG INCIDENT Go to Incident Incident Log The Incident Log flow Add Contact Details gt Add New
18. d Report gt gt Incident Details Report Welcome swo Logout shins aa lt All gt oe lt All gt C ME lt gt Industry Type lt All gt Contact Person Name Contact Person E mail Report Date From 4 Jan 2012 Report Date To 03 Aug 2012 Incident Details Report Search Screen Click on button to reset the form To search Incident Details Report enter search criteria click on button Incident Details Report will pop up according to search criteria HDS UM E 01 Release No 2 0 Section 1 Page 33 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 Helpdesk System HDS User Manual Inddent Details Report 02 Aug 2012 03 Aug 2012 Total Record s 3 Problem mme Contact se Branch Department Location System Project Company Status Log Date d LJ CA OMESTI Hide Legend Legend Status I Initial P In Progress PC Pending to Confirm D Dropped C Closed RefId Problem Desc Duration Priority eCourt Istana Kehakiman POJ ederal ase Management O M ten 00112080012 0 DAY S ourt System 00 00 00 TT u eCourt ompleks Mahkamah ourt Recording amp Network 8 2 2012 00112080010 udge pc in open court 0 DAY S uala Lumpur ranscription 8 48 00 annot get IP address 00 02 00 stem A even crt already power on End of Report Report prepared by swo on 8 3 2012 3 28 PM Incident Details Report Screen 3 2778 12 00112080011 1 Document type un
19. displayed Fill in the registration form and click to submit the form HDS UM E 01 Release No 2 0 Section 1 Page 2 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 Helpdesk System HDS User Manual OMESTI Register Page Please fill in the following registration form before proceed to the counter for confirmation Username Password Confirm Password Salutation Full Name Gender 9 Male Female Company Profile Registration mm Mo Company Name lt Select a Value gt Designation Mobile Phone No Office Tel No 1 Office Tel No 2 Ext Fax No Email Security Question In what city or town did your mother and father meet Security Answer Word Verification Type the characters you see in the picture below 3943000 Click Submit button after completing the registration form User Registration Page Screen NOTE Field mark with is mandatory field user must fill in data before submitting the form Message Registration Successful will be displayed if registration is successful HDS UM E 01 Release No 2 0 Section 1 Page 3 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI Registration Successful Your registration form has been successfully submitted to the system An account activation link will delivered to your email address sw1111 live com Please activate your account
20. e Eg Actions 6 12 2012 4 13 03 e Court Bilik Surat Kuasa Kompleks Mahkamah Pulau A PM 00112060015 oct Wakil Problem Pinan In Progress I 4 B s My Tray Section Screen Actions My Tray provides View Edit Drop and Bookmark actions by clicking on these icons 4 F 7 1 1 View Incident Details Click on icon to view record details Please refer to Section 6 1 1 View Incident Details for details 7 1 2 Edit Incident 4 Click on icon to edit incident Please refer to Section 6 1 2 Edit Incident for details 7 1 3 Drop Incident Click on icon Bi edit incident Please refer to Section 6 1 3 Drop Incident for details 7 1 4 Bookmark Incident Click on icon Wo edit incident Please refer to Section 6 1 4 Bookmark Incident for details HDS UM E 01 Release No 2 0 Section 1 Page 22 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI 7 2 Bookmark Tray Bookmark Tray contains all Incident records which are bookmarked by user Bookmark Tray 6 12 2012 9 33 52 AM 00112060010 e Court project Case Management System Problem Kompleks Mahkamah Pulau Pinang In Progress Bookmark Tray Section a By default Bookmark Tray lists records which status is not closed or dropped b User can bookmark the record at My Tray and Search Incident module Please refer to Section 6 1 4 Bookmark Incident for details Actions Bookmark Tray provides View and Remove Book
21. h Pulau project System Pinang In Progress Search My Tray Result Screen My Tray contains all Incident records that are or has been assigned to the user Please refer to Section 7 1 My Tray for details Bookmark Tray contains all Incident records which are bookmarked by the user Please refer to Section 7 2 Bookmark Tray for details HDS UM E 01 Release No 2 0 Section 1 Page 24 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI 8 0 HOW TO MAINTAIN MY PROFILE Go to Maintenance My Profile Page My Profile will be displayed Maintenance gt gt My Profile Welcome sw1 Logout User Name sw1 Salutation Full Name SW E Gender Male Female m Profile Regi i i j PE ry eid hse is r Formis Software amp Technologies Sdn Bhd D Designation Des Contact 12345555 Office Tel No 1 12345678 Ext 123 Office Tel No 2 Ext Fax No Email sw fstech formis net My Profile Screen Save Edit form My Profile and click button to save edited user profile Message Saved Successfully will be displayed at the top of the page Message Saved Successfully HDS UM E 01 Release No 2 0 Section 1 Page 25 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 d Helpdesk System HDS User Manual wd OMESTI 8 1 How to Change Password Go to Maintenance gt My Profile gt Tab Change Password Change Password Mrs Od Ne
22. ia Unsort Department Name Department Name Edit Filter Criteria Unsort Location Location Edit Filter Criteria Unsort Issue Status Issue Status Edit Filter Criteria Unsort Work Start Date Work Start Date Edit Filter Criteria Unsort Work Completion Date Work Completion Date Edit Filter Criteria Unsort Remark Remark Edit Filter Criteria Unsort Activity Edit Filter Criteria Unsort Solution Edit Filter Criteria Unsort Activity Status Activity Status Edit Filter Criteria Unsort Assign To Assign To Edit Filter Criteria Unsort 2 Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg Eg BIK Day Elapse Day Elapse Edit Filter Criteria Unsort HDS UM E 01 Release No 2 0 Section 1 Page 38 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI Create Dynamic Report Screen f Cancel ET Click on button to back to Dynamic Report Listing page Click on button to reset the form Displ Click on button 2 4 to preview the Report To create new record fill in the form Dynamic Report Entry Page Click button to save Dynamic Report New Dynamic Report will be displayed at the Dynamic Report Details List message Saved Successfully will be displayed at the top of the page Message Saved Successfully HDS UM E 01 Release No 2 0 Section 1 Page 39 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e He
23. ion Answer the following question a new password will send to your email User Name sw Email sw 1111 live com Question In what city or town did your mother and father meet Answer Click Submit button after filling the required field Password Recovery Page Security Question Screen Message Password Successfully Recovered will be shown Recovered password will be sent to user email Password Successful Recover Your password has been sent to your email Please check your email Close Window Password Successfully Recovered HDS UM E 01 Release No 2 0 Section 1 Page 6 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 d Helpdesk System HDS User Manual wd OMESTI 4 0 HOW TO LOGIN TO HELPDESK SYSTEM At Welcome page fill in the User Name and Password at the Log In to Helpdesk System panel and click ane 4 Help Desk About Us Welcome Page Welcome Page Welcome To Helpdesk System Annommcsment User Name Password Click Login button after filling User Name and Password Remember me this time New User Registration Password Recovery Help Page HDS Welcome Page Screen Home Page will be displayed d 4 Help Desk Home Page Incident Maintenance About Us Home Page Welcome Haris Lim Jia Jie Ref ID OA Logout S Announcement Issue Report Total Issues Handled By Haris Lim Jia Jie Helpdesk System Home Page Screen Announcement
24. k Congratulation You account has successfully activated Kindly click on the following link to login to the Helpdesk system Click here to redirect to the Login Page Account Successfully Activated Screen HDS UM E 01 Release No 2 0 Section 1 Page 4 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 d Helpdesk System HDS User Manual wd OMESTI 3 0 HOW TO RECOVER PASSWORD At Welcome page click on hyperlink Password Recovery m 4 Help Desk Welcome Page Welcome Page Welcome To Helpdesk System Announcement Log In to Helpdesk System User Name Password Click here to do Password Recovery FU Remember me this time New User Registration Password Recovery Help Page HDS Welcome Page Screen Password Recovery Page will be displayed Fill in the Forget Password form and click Submit Password Recovery Forget Password Enter username or email to reset your password User Name Email Click Submit button after fill in the required fields Submit Password Recovery Page Forget Password Screen wo l Ly User Name and Email for Password Recovery needs to be same as the information used for registration HDS UM E 01 Release No 2 0 Section 1 Page 5 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e Helpdesk System HDS User Manual wd OMESTI Section Security Question will be displayed Fill in the security Answer and click Bd Security Quest
25. lpdesk System HDS User Manual wd OMESTI 11 2 Actions E Dynamic Report Details List provides View Edit and Delete and Generic Report actions gt 4 ES Report gt gt Dynamic Report Welcome Haris Lim Jia Jie Click icon Generate Record Details to Generate Dynamic Report Click icon Delete Record Details to Delete Dynamic Report i Ref ID y Logout Q Create New Title Sharing Setting mPRAFrTN KSSST Click icon Edit Record Details to Edit Dynamic Report Details Report Title Incident Details Report Report for KMKL Summary Report by State SL Lok Sep 10 2012 10 01AM Dynamic Report Listing Screen Actions 11 2 1 View Dynamic Report Details 7u Click on icon to view record details a pop up window View Dynamic Report Details page will be displayed View Report Details Title My Report Sharing Setting Individual Created By Haris Lim Jia Jie Date Created Sep 12 2012 2 45PM Modified By Haris Lim Jia Jie Date Modified Sep 12 2012 2 45PM View Dynamic Report Details Screen HDS UM E 01 Release No 2 0 Section 1 Page 40 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 d JA Helpdesk System HDS User Manual OMESTI 11 2 2 Edit Dynamic Report Details Click on icon to edit Dynamic Report Selected Dynamic Report Entry page will be displayed Report gt gt Dynamic Report gt gt Entry Page Welcome Haris Lim Jia Jie mag My Re
26. mark actions by click on icon 7 2 1 View Incident Details 7E Click on icon to view record details Please refer to Section 6 1 1 View Incident Details for details 7 2 2 Remove Bookmark Click on icon to remove bookmark Confirmation message will pop up After confirming to remove bookmark the record will removed from Bookmark Tray Message Successfully Removed will be displayed at the top of the tab Message Bookmark Removed Successfully HDS UM E 01 Release No 2 0 Section 1 Page 23 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 d Helpdesk System HDS User Manual wd OMESTI 7 3 Search My Tray Click on Search My Tray tab to expand the search section Search My Tray Reference No Project System Problem Description Log Date From Log Date To 42 Jun 2012 Issue Status ViInitial VlIn Progress Pending To Confirm Closed Dropped p Search My Tray Screen Enter search criteria click button to search incident Incident result list will be listed at My Tray or Bookmark Tray according to the search value Click on button to reset the form _ My Tray Log Date Reference No Project System Problem Company Name Actions Description 6 12 2012 4 13 03 e Court Bilik Surat Kuasa Kompleks Mahkamah Pulau z p PM 00112060015 sect Wakil Problem sm In Progress I 4 B s Bookmark Tray Problem Issue 12 2012 9 33 52 00112060010 e Court Case Management Kompleks Mahkama
27. mp 9 amp 3 9 9 9 A amp 9 amp 9 amp 9 e 9 A 9 v n a im z z Day Elapse Day Elapse Edit Filter Criteria Unsort Edit Dynamic Report Entry Screen HDS UM E 01 Release No 2 0 Section 1 Page 41 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI Click on button to go back to Dynamic Report Listing page Click on button to reset the form Click on button to preview the Report I to save edited details After confirming save Edit the Dynamic Report Details form and click button action page will redirect to Dynamic Report Details List page and message Saved Successfully will be displayed at the top of the page Message Saved Successfully 11 2 3 Delete Dynamic Report Click on icon ES delete Dynamic Report After confirming delete action message Deleted Successfully will be displayed at the top of the page LLL Message Deleted Successfully HDS UM E 01 Release No 2 0 Section 1 Page 42 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI 11 2 4 Generate Dynamic Report Click on icon to generate report a pop up window Dynamic Report page will be displayed Total Record s 16 Log By Issue Priority Saiful Hadi Zamari Medium 0011207027310
28. port kr Individual Company Industry Public Report Criteria a la Filter Criteria Display Header Text Filter Condition NEP MN Ref ID Ref ID Edit Filter Criteria Unsort Log Date Log Date Edit Filter Criteria Unsort Log By Log By Edit Filter Criteria Unsort Company Name Company Name Edit Filter Criteria Unsort Contact Name Contact Name Edit Filter Criteria Unsort B a m dI 0 9 MH 605 Contact No Contact No Edit Filter Criteria Unsort E c E mail Address E mail Address Edit Filter Criteria Unsort Project Name Project Name Edit Filter Criteria Unsort System Name System Name Edit Filter Criteria Unsort Issue Priority Issue Priority Edit Filter Criteria Unsort Problem Category Problem Category Edit Filter Criteria Unsort Problem Description Problem Description Edit Filter Criteria Unsort Branch Name Branch Name Edit Filter Criteria Unsort Department Name Department Name Edit Filter Criteria Unsort Location Location Edit Filter Criteria Unsort Issue Status Issue Status Edit Filter Criteria Unsort Work Start Date Work Start Date Edit Filter Criteria Unsort Work Completion Date Work Completion Date Edit Filter Criteria Unsort Remark Remark Edit Filter Criteria Unsort Activity Activity Edit Filter Criteria Unsort Solution Solution Edit Filter Criteria Unsort Activity Status Activity Status Edit Filter Criteria Unsort Assign To Assign To Edit Filter Criteria Unsort 9 a
29. port Incident Statistics Report click on button ittm on Incident Statistics Report Screen Incident Statistics Report 01 Aug 2012 03 Aug 2012 Hide Legend Legend Initial In Progress Pending to Confirm Dropped Closed Project Company System PC eCourt Istana Kehakiman Poj Case Management System 0 Total by Company 0 Kompleks Mahkamah Cyberport Case Management System Total by Company Kompleks Mahkamah Kuala Lumpur Case Management System Total by Company Kompleks Mahkamah Shah Alam Case Management System Total by Company Total by Project Grand Total 0 1 0 0 4 5 End of Report Click button Export to export Incident Statistic Report Report prepared by swo on 8 3 2012 2 42 PM Incident Statistics Report Screen Export HDS UM E 01 Release No 2 0 Section 1 Page 30 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e JA Helpdesk System HDS User Manual OMESTI Window File Download will be displayed Do you want to open or save this file Name istics Report br 1 Jan 2012 18 Jun_2012 doc Type Microsoft Office Word 97 2003 Document 6 99 From localhost harm your computer If you do not trust the source do not open or e While files from the Intemet can be useful some files can potentially save this file What s the risk File Download Screen Click on button Or to open or save the Incident Statistics Report Report will open or save in Microsoft Word format HDS UM
30. r request Formis do m Court EEE 09 06 AM HETTE TET to send someone for enable the feature Closed EE 4 System Search Incident Result Screen 6 1 Actions Search result list provides View Edit Drop and Bookmark Incident actions 4 B located at the right hand side of the Search result list 1 Record s that have been closed will not have icon Lo for Drop action 2 Only record owner is allowed to Drop incident HDS UM E 01 Release No 2 0 Section 1 Page 16 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e Helpdesk System HDS User Manual wd OMESTI 6 1 1 View Incident Details Click on icon to view record details A pop up window will be displayed showing Incident Log Details Issue Details and Activity Details tabs screen User can view related incident details by clicking on the tab View Incident Details Incident Log Details Ref ID 00112080001 Log Date 8 1 2012 4 26 01 PM Log By Shirley Company Name Formis Software amp Technologies Sdn Bhd Contact Person Shirley re 62094234 Email Address t sw fstech formis net Issue Details Activity Details View Incident Details Screen HDS UM E 01 Release No 2 0 Section 1 Page 17 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI 6 1 2 Edit Incident 4 Click on icon to edit incident A pop up screen Edit My Tray
31. t Search Incident Incident Search Incident Welcome Shirley Logout Search Criteria Incident Log ID Project eCourt m dn lt All gt al Problem Category m Problem Description Contact Person Contact No E mail Address Log By Full Name Report Date From Report Date To PP Search Incident Screen Enter search criteria next click on button to search for incident Click on button to reset the Search form NOTE Ly Search criteria needs to be input according to the sequence below Project System Problem Category HDS UM E 01 Release No 2 0 Section 1 Page 15 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 a ee Helpdesk System HDS User Manual wd OMESTI Search Result will be listed in Search Result List according to the entered search criteria NC Case Federal oe nn449nnnn33102 Aug 2012 exco E In B Cout eCourt 00112080012 04 37 PM Managem ent Test Progress Fl Fi System Federal 01 Aug 2012 35e jeCcourt 00112080006 4 Management User account blocked due to wrong password input Closed I 7 Court 02 01 AM i i Eia System i Case wes Federal anna 22 Wi 2012 0 User call in to request for urgent new user ID registration that was 7 04 Court Court 00112070245 gg 55am Management send in by last Friday Closed IL we System Case z Federal PET UIS ast User unable to print bar code for case in CMS use
32. tuk 7 il emorandum Kehadiran RM 4 00 tiada dalam case pe 51 52 52A 53 Saman Pemula selain daripada kebenaran untuk engeluarkan Writ Distress beserta Affidavit RM 104 00 tiada dalam tiada dalam case type 58 dan untuk new case Click on hyperlink Hide Legend to hide the Legend To Hide Legend click on hyperlink Show Legend Close Click on button close fl close Incident Details Report HDS UM E 01 Release No 2 0 Origin Date 01 06 2011 Release Date 30 12 2014 Section 1 Page 34 of 45 e JA Helpdesk System HDS User Manual OMESTI 10 1 Export Incident Details Report To export Incident Details Report click on button ittm at Incident Details Report Screen Incident Details Report 02 Aug 2012 03 Aug 2012 Hide Legend r Legend Status I Initial P In Progress PC Pending to Confirm D Dropped C Closed Total Record s 3 Project Company Branch Department Location System Category Status Log Date RefId Problem Desc Duration Priority eCourt Istana Kehakiman POJ ederal ase Management O 8 2 2012 00112080012 0 DAY S ourt ystem E 23 00 00 00 i eFiling System O rt Bu Saman Pemula selain daripada kebenaran untuk engeluarkan Writ Distress beserta Affidavit RM 104 00 tiada dalam eCourt ompleks Mahkamah ourt Recording amp 8 2 2012 00112080010 udge pc in open court 0 DAY S M uala Lumpur ranscription 8 48 00 annot get IP address 00 02 00 System A even crt
33. w Password Confirm New Password Change Password Screen Enter the Old Password and create New Password before clicking on button Save Message Saved Successfully will be displayed at the top of the page ng Parner cont or parents heen henge Message Successfully Changed Password HDS UM E 01 Release No 2 0 Origin Date 01 06 2011 Release Date 30 12 2014 Section 1 Page 26 of 45 d Helpdesk System HDS User Manual v OMESTI 8 2 How to Update Security Question Go to Maintenance gt My Profile gt Tab Update Security Question Update Security Question Password Security Question In what city or town did your mother and father meet Update Security Question Screen Save Enter Password Security Question and Answer click button Message Successful Updated will be displayed at the top of the page Message Successfully Update Security Question HDS UM E 01 Release No 2 0 Section 1 Page 27 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e Helpdesk System HDS User Manual wd OMESTI 9 0 HOW TO VIEW INCIDENT STATISTIC REPORT Go to Report Incident Statistics Report Page Incident Statistics Report with Search function will be displayed Report gt gt Incident Statistics Report Welcome swo Logout Project lt All gt System lt gt Company lt All gt Industry Type c AN Contact Person Name Contact Person E m
34. will open or save in Microsoft Excel format HDS UM E 01 Release No 2 0 Section 1 Page 44 of 45 Origin Date 01 06 2011 Release Date 30 12 2014 e wd Helpdesk System HDS User Manual OMESTI My Report Total Record s 16 112070188 Saifu I Hadi Zamari 112070271 Goh Yi Chuan mosoni O OoOO 2080169 Saifu Hadi Zamari 112080198 Muhammad man Nahri Bin Abdul Rahman Med ec20i Maxtim iM 112080207 T i HDOMEMekUm O Huowpiey OSS 1170802 38 Muhammad IIman Nahri Bin Abdu Rahman 11270809 53 Muhammad Raimi 112080267 Muhammad Raimi 112080275 Syahid Ishak 12080277 Syahid Ishak 112080281 Syahid hak 080283 5yahid Ishak l FE z z z 29 a l l a a a a eealaelalale a fl E E E E E JE JE JEJ EJEJEJEVE ENER 33133133 13131313 131313 333 F 2 T End of Report Report prepared by Haris Lim Jia Jie on 12 9 2012 3 39 00 PM Downloaded Report Sample Screen Not all browsers will display window File Download some browsers will download the report to the Default Download Folder according to user s browser setting Make sure the browser has been activated with Unblock Pop up setting to enable pop up report Make sure user s computer has Microsoft Word installed to view the report HDS UM E 01 Release No 2 0 Section 1 Page 45 of 45 Origin Date 01 06 2011 Release Date 30 12 2014
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