Logging into the Xandor Service Desk
Open the Service desk homepage in your Browser:
https://xandorautomotive.freshservice.com/support/home
Click on “SIGN IN” in the top-right corner to do so. If you do no see a sign in button and instead see a circle with the first letter of your first name in it, then you are already logged in and can skip to the "Raising a ticket" section of this guide.
You will now be prompted with the Microsoft single sign in login screen, please log in here with your company email address and password:
Now that you are logged in, we can move on to raising a ticket
Raising a Ticket
We have 2 'Types' of Ticket 'Incident' and 'Service Request'.
An 'Incident' is defined as something that is break/fix. This might be something that is not working properly or could be broken. For example, this would include a broken printer, an application that will not load properly, basically, something you had that was working, that is not now.
A 'Service Request' is request for a pre-approved services that IT Support can provide to the Business. As a 'Service Request' is generated from a pre-approved list of services that we offer, there are several specific questions relating to each request that will increase the speed, accuracy, and efficiency of how we progress the request.
On the service desk home page you will see a number of icons, that can be clicked on, the 3rd icon, " Report an incident" can be used to raise a new 'Incident' ticket, as described above, and the 4th Icon "Request New Service" can be used to raise a new 'Service Request' ticket
New Incidents
When you report an incident, you will be presented with the following screen:
Below is a list of what is required in each field:
Search a Requester : this will automatically fill in your own email address, however if you are reporting the issue on behalf of someone else, you can enter their email address here
Subject: Please provide a brief description of the fault you are experiencing, this will act as the name of the ticket
Description: Please Provide a more detail description of the issue, with any relevant information, for example, when the issue started, any error message or the names of anyone else having the same issue.
Issue Location: Please select the location where the issue is occurring from the list
Number of users impacted : please select from the list the number of people having this issue are far as you are aware
Department: please select the name of your department or of the person you are reporting the issue on behalf of.
Once you have filled in the required information, Click the "Submit" button at the bottom of the page and the ticket will be sent to the IT Service Team
New Service Requests:
When you are requesting a new service, you will be first presented with the following screen.
From here you can scroll through the list of items, or use the search box in the top left-hand corner to search for what you require.
For example, if you wish to request a new laptop, you would do the following:
- Search for "Laptop" in the search box
- Click on the type of laptop you require, in this case we will select a standard laptop, you will then see the following screen:
- The "Requester" field on the right-hand side will automatically fill in your email address, but if you are requesting the email for someone else this can be changed.
You will also have to enter your managers name in the Managers Name - for approval" field, if the request is for someone else, enter their managers name
- Now you just have to click the "Place Request" button in the top Right-hand corner and the request will be submitted to the IT Service Team