Contents Overview.................................................................................................................................... 2 About This Manual ................................................................................................................... 2 Logging In ................................................................................................................................. 3 Domain ID: ............................................................................................................................ 3 Choose Languages: ................................................................................................................ 3 Home Page ................................................................................................................................4 Tool Bar .................................................................................................................................. 5 Search ..................................................................................................................................... 5 User Profile ............................................................................................................................ 5 Account Settings- ............................................................................................................... 5 Sign Out ..............................................................................................................................6 User Manual...........................................................................................................................6 Report An Issue ..................................................................................................................... 7 Request Service ......................................................................................................................8 Service Catalog..................................................................................................................... 10 My Announcements .............................................................................................................12 Assets .................................................................................................................................... 13 View Ticket Status ................................................................................................................ 13 Fitering the Data/ Columns ................................................................................................ 14 Sorting the Data/ Columns ..................................................................................................15 PagE Navigation....................................................................................................................15 Export to Excel ......................................................................................................................15 Add Notes .............................................................................................................................15 Add Attachmnet ...................................................................................................................17 Delete /Remove Attachmnet .............................................................................................. 19 View Ticket Resolution ....................................................................................................... 20 Activity Log ...........................................................................................................................21 My Approvals ........................................................................................................................21 My Group Approvals ........................................................................................................... 22
1 Overview ADiTaaS (Allied Digital Integrated Tool-as-a-Service) is intuitive enterprise service management for the performance of the digital enterprise, on-premises or in the cloud. It provides end-to-end visibility of all services delivered by different business units, while automating processes on the powerful ADiTaaS platform. ADiTaaS is easy to configure and allows you to activate quickly, while scaling to your business needs. With a simple and consistent approach, you increase efficiency, lower costs, and devote more time to innovating and delivering the modern, consumer like, Self-service experience your employees expect.
About This Manual
ADiTaaS self-service application gives supported end users a clean, simple front end to their IT support organization. This hand out provides an overview of the ADiTaaS user interface and covers how to report an issue, request a service, check status of a ticket, approve or reject a request, accessing the service catalog, viewing knowledge articles and taking surveys.
2 Logging In DOMAIN ID: Login in to ADiTaaS from any device using your domain ID account. 1. Open a web browser and enter the URL 2. https://itservicedesk.tatamotors.com/ 3. On the ADiTaaS login page, enter your username and password in the corresponding fields and then click the ‘Sign In’ button. 4. The credentials will authenticate with Active Directory and if got success it redirects to the home page of ADiTaaS
CHOOSE LANGUAGES: Select preferred language from list of languages available from the list.
3 Home Page Self-service home page contains self-logged/ reported tickets details in grid view under ‘My Tickets’. All assigned tickets for approval will be visible under My Approvals. It also contains News & Bulletin Column as well as Asset column which will display all assets belonging to logged in user.
4 TOOL BAR Tool bar allows user to view profile related details and search for particular ticket.
SEARCH Search bar enables user to search for particular ticket by entering ticket number in search bar.
USER PROFILE
Account Settings- As Self Service is a web application that can be accessed from anywhere, it is important that you set your current time zone. You do this from the Account Settings Page.
To set your current time zone:
1. On the toolbar, click Account Settings
2. The Account Settings page appears. 3. 2. In the Time zone list, select your current time zone, then click Save.
To set Language:
1. On the toolbar, click Account Settings
2. The Account Settings page appears. 3. In the Language list, select required language, then click Save.
To set your Date/Time Format
1. On the toolbar, click Account Settings
5 1. The Account Settings page appears. 2. In the Date/Time Format, select required format then click Save.
Sign Out- Click on sign out to exit from the tool.
USER MANUAL The User Manual contains all essential information for the user to make full use of the tool. This manual includes a description of the tool functions and step-by-step procedures for tool access and use.
Click on tool bar to access the self-service guide.
6 REPORT AN ISSUE If you are facing any issue then click on Report an issue in the home page, displays a new incident creation page. Fill the information and click on submit.
Enter all * marked mandatory fields.
a. Configuration Item- Optional field. Related CI can be added to the ticket. b. Alternate Location: Optional field. This field will be used to select any alternate location of the requestor of the ticket. c. Alternate Contact: Optional field. This field will be used to enter any alternate contact number of the requestor of the ticket. d. On behalf of someone: Provides option to log in user to raise a ticket for someone else. e. Short Description: Provide a relevant title to the incident that will exactly summarize the issue. f. Symptoms: Provide a detailed description with any other associated details relevant to the issue.
7 Once all the required mandatory are filled, then click on Submit button.
New ticket will be created with unique incident ID and an email notification is sent to requestor to confirm that the ticket has been logged.
REQUEST SERVICE If you required any new services then click on request service in the home page, displays a new request creation page. Fill the information and click on submit
8 Enter all * marked mandatory fields. a. Configuration Item- Optional field. Related CI can be added to the ticket. b. Alternate Location: Optional field. This field will be used to select any alternate location of the requestor of the ticket. c. Alternate Contact: Optional field. This field will be used to enter any alternate contact number of the requestor of the ticket.
9 d. On behalf of someone: Provides option to log in user to raise a ticket for someone else. e. Short Description: Provide a relevant title to the request that will exactly summarize the requirement. f. Symptoms: Provide a detailed description with any other associated details relevant to the request. Once all the required mandatory are filled, then click on Submit button. New ticket will be created with unique request ID and an email notification is sent to requestor to confirm that the ticket has been logged.
SERVICE CATALOG Click on ‘Service Catalog’ in homepage to view all available services. Click on any respective catalog item to raise a request. Fill the information and click on submit.
10 11 MY ANNOUNCEMENTS User can view all important news published in organization under My Announcements section. Click on news title to read more. It also allows to download attachments if any.
12 ASSETS Displays the list of assets assigned to the user. Clicking on report an issue placed beside asset will directly raise a ticket for selected CI.
VIEW TICKET STATUS
User can view all self-logged/ reported tickets details in grid view under ‘My Tickets’. Click on add notes/ attachment to add more details to the ticket.
13 FITERING THE DATA/ COLUMNS Filter option at the top of each columns helps agent to filter the data according to their requirements.
14 SORTING THE DATA/ COLUMNS The sort order for a data grid is indicated graphically in the column headers. A small arrow next to the column heading indicates the sort direction as well as which column is being sorted on. You can change the sort attribute by clicking the column that you want to sort on. If you click a column that is already sorted, the direction of sorting is switched.
PAGE NAVIGATION Sometimes your results list will fill more than a single results page. You display the different results pages using the page control at the bottom of the results list.
Click on arrows to displays the first page, previous page, displays the next page and final page of the results You can also type the page you want to display into the text box in the middle of the page control, then press ENTER
EXPORT TO EXCEL Allows to export ticket data in a excel format.
ADD NOTES To add any additional information to ticket, click on Add Notes. 1. Add Notes dialog box will open, 2. Enter the required comments/images/screenshots in the Notes section and click on Add Notes.
15 Added information will be visible in Activity Log.
16 ADD ATTACHMNET To add an attachment to a ticket, click on Add Attachment. 1. On clicking will open up a new window. 2. From the file chooser window, choose the file to be attached or directly drag and drop the attachment to add. 3. Click open to upload the attachment.
17 All Uploaded attachments will be visible Under ‘View Attachments’ tab.
18 DELETE /REMOVE ATTACHMNET To remove an attachment, click on respective attached attachment from the “Add Attachment” window and click on ‘Delete Attachment’.
To quick delete an attachment , click on ‘View Attachments’ tab and go to respective attachment click on ‘x’ placed next to it.
19 VIEW TICKET RESOLUTION
20 ACTIVITY LOG Activity log captures all the actions performed on ticket from ticket creation to closure with date/time stamp.
MY APPROVALS This section contains all open approvals for the requests assigned to you. User can either ‘Approve’ or ‘Reject’ with comments
21 MY GROUP APPROVALS Contains all open approvals for the requests assigned to the group “logged in user” belongs. User can either ‘Approve’ or ‘Reject’ with comments.
