SDP On-demand - Requester Role

Project Servicedesk Plus On Demand

Project #
Project Description Manage Engine ServiceDesk Plus On demand professional Edition with Non-IT Asset management
Project Members PanAsiatic Solutions
Infinitecare Technology Solutions, Inc.
IT Group Inc.

Tester Name:
Application Test Role: Requester
Module / Activity Name: Requester Operation
Work Processes Covered: Requester Operation

Comments (Mark "IE" if Failed and Issue Emailed

Test
to ITG; "PAN" if Pass with request for additional
Case Process Module/Function Test Case Description Execution Details Expected Results Actual Result (Mark with "AE" if resulted as expected) Pass/Fail
actions - Not a Priority); "PAU" if Pass with
ID
request for additional actions - Urgent);

Service Desk Plus Application Log-in Page Technician can log-in to the 1. Open a browser: Chrome or Internet Explorer or Firefox Technicians are able to log-in to the Service Desk ae PASS
Log-in application using their AD 2. Type https://servername:port number on the Address Bar and login application using their AD credentials or application
credentials or application using your User Name, Password and logon via AD or local login
login Authentication
1

Search and view Solutions Module Search for a Solution that can 1. Open a browser: Chrome or Internet Explorer or Firefox Solutions List View page will display the entire list of ae PASS
Solutions help a requester to resolved 2. Type https://servername:port numbe on the Address Bar and login using solutions.
issues encountered without your User Name and Password.. Requester will see the Topics or the categorization of
raising a Ticket 3. Click the Solutions Tab in the header pane Solutions available.
2 4. Search and select solutions from the Topics pane at the left side of the
page.

3 Raise Incident Ticket Creation Requester can raise Incident 1. Login to ServiceDesk Plus Cloud using your Username and Password . Incident Ticket is created and can be viewed in the ae PASS
Request to Service (Incident Request) Request and be able to receive 2. Click the New Request tab and select Template Categories from the list Requests Page.
Plus On Demand notifications once Ticket raised to open the Template page. Requester will receive notification from the application
is created. 3. On the Choose Template pane, click Incident Templates and select a once Incident Request raised is created.
template.
4. Fill up Mandatory Fields with * and necessary information based on your
issue encountered.
5. Click Save.

Requester can receive 1. To check PUSH notification, click the 🕭 button on the header pane to see Requester is able to receive Push notifications and/or ae PASS email only
notification from the if you received a notifications if ticket raised is assigned to a technician or, Email notifications once Ticket raised is assigned.
Application once Ticket raised 2. Open your Email account registered in the Service Desk Plus and check
is assigned to or pickup by a your inbox for notifications sent by the application stating that the ticket is
Technician assigned to a Technician.

Requester can receive 1. To check PUSH notification, click the 🕭 button on the header pane to see Requester is able to received notification stating that the ae PASS
notification from the if you received a notifications if ticket raised has been resolved or, ticket raised is resolved.
application once Ticket raised 2. Open your Email account registered in the Service Desk Plus and check Requester can reopen the Ticket status by replying to
has been resolved, and a your inbox for notifications sent by the application stating that the ticket has the Email Thread or Conversation in the application
requester is able to reopen the been resolved
Ticket if issue concern still 3. if issue/concern still occur you may reply to Email and Ticket will be
occur. automatically be reopened. Go to the application and check the status of the
ticket if it is Open.

Requester can immediately 1. Open your Email account registered in Service Desk Plus, open the Email Requester can trigger to immediately close the Ticket by ae PASS
close the Ticket from the from zoho stating that your Ticket raised has been resolved. clicking the Link from the Email notification sent by the
Email notification received 2. click the Close Ticket link from the Email content application
when the Ticket has been 3. Go to Service Desk Plus application and check the Status of the Ticket
resolved. raised if it changes to Close .

4 Raise Service Ticket Creation Requester can raise Service 1. Login to ServiceDesk Plus Cloud using your Username and Password . Service Request Ticket is created and can be viewed in ae PASS
Request to Service (Service Request) Request and
Requester canbereceive
able to receive 2. Click
1. the New
To check PUSH Request tab and
notification, the 🕭Template
clickselect button onCategories from to
the header pane thesee the Requests
list Requester Page.
is able to receive Push notifications and/or ae, email only PASS
notification from the if you received a notifications if ticket raised is assigned to a technician or, Email notifications once Ticket raised is assigned.
Application once Ticket raised 2. Open your Email account registered in the Service Desk Plus and check
is assigned to or pickup by a your inbox for notifications sent by the application stating that the ticket is
Technician assigned to a Technician.

Requester can receive 1. To check PUSH notification, click the 🕭 button on the header pane to see Requester is able to received notification stating that the ae PASS
notification from the if you received a notifications if ticket raised is assigned to a technician or, ticket raised is resolved.
application once Ticket raised 2. Open your Email account registered in the Service Desk Plus and check Requester can reopen the Ticket status by replying to
has been resolved, and a your inbox for notifications sent by the application stating that the ticket is the Email Thread or Conversation in the application
requester is able to reopen the assigned to a Technician.
Ticket if issue concern still
occur.

View Resolution Requester is able to view 1. Click the Resolution tab to view the resolutions provided by the System Able to view resolution of ticket created ae PASS
resolution of ticket created Admin
View History Requester is able to view 1. On the Request details page click the History Tab Able to view History of ticket created ae PASS
History of ticket created
Requester can immediately 1. Open your Email account registered in Service Desk Plus, open the Email Requester can trigger to immediately close the Ticket by ae PASS
close the Ticket from the from zoho stating that your Ticket raised has been resolved. clicking the Link from the Email notification sent by the
Email notification received 2. click the Close Ticket link from the Email content application
when the Ticket has been 3. Go to Service Desk Plus application and check the Status of the Ticket
resolved. raised if it changes to Close .
 5 Raise Incident Ticket Ticket Creation: Requester can raise a Ticket 1. Open your Email account and compose a message with details based on Requester is able to raise a ticket through sending of PASS
through Email Through Email by sending Email to the Email your issues/concerns encountered and send it to Email to Service Desk Plus application
Message Address configured in the ( [email protected] )
application 2. Login to Service Desk Plus Application and go to Request Module located
( [email protected] ) in the header pane.
3. Search and select the Ticket created through Email
ae
Reply and Add Requester can reply on 4. On the Request details page, click the Conversation tab, then click the Requester is able to reply to the conversation and add PASS
attachment request conversations Reply button and type your message in the Description pane. attachments in the Ticket raised
5. To add attachment, click the ➕ sign then browse your file to be attached
in the ticket.
6. click Add Conversation ae
Add notes Requester can add notes 7. Click the Add Note button positioned under the Request title, beside the Able to open add notes page and add note PASS
Reply button. Type any notes then click Save
ae
Generate Print Preview Requester can Generate a 8. At the upper side of the Request page --> click the Print button then Able to Generate a Print Preview and Print details of a PASS
and Print Ticket Details Print Preview and Print the choose desired fields to include in the print preview. Request
details of a Requests 9. Click Print button
ae

6 Viewing of Announcements Requester can get notified and 1. Navigate to Home located in the header pane then click the Requester is able to view announcements PASS
Announcements view announcements Announcements tab.
released by System generated by System Admins 2. select and view announcements available
Admins
ae

7 Viewing of Home Dashboards Requester is able to view 1. Navigate to Home located in the header pane then click the Dashboard Able to view default dashboard and able to create PASS
dashboards and default dasboards of Service tab, and default DashBoard of Service Desk Plus will be viewed by default. custom dashboard with the available widgets on the
creating custom Desk plus and able to created 2. To create DashBoard, click the +New DashBoard button and fill up the application.
dashboard views custom dashboards with the DashBoard Name and Description.
available widgets on the 3. Click Choose Widgets and select desired widgets available from the drop
application. down menu.
4. click the Update Layout button located at the bottom of the drop down
menu, then Click ✅ to save the custom DashBoard.

advance portal settings

8 Viewing of Service Requests Requests created using 1. Navigate to Requests located on the header pane. Able to view Tickets separately based on the chosen PASS
and Incident respective forms can be 2. click the drop down button beside the +New Custom View button for the filters.
Requests Separately viewed by filter drop-down or list of Filters available by default Able to created a custom view and add one or more
the requester can create his 3. Choose one filter and view the available tickets on the selected filter criteria as filters
own by cutom filter 4. to create custom view, click the +New Custom View button, fill up the
View Name.
5. Under Criteria select desired columns, operators, and filter value note:
you can add more criteria for your filters.
6. click Save. then choose your created custom view to display its available
tickets.
advance portal settings

9 Receiving and Survey Requester is able to receive an 1. Open your Email registered on the application. Able to receive an email and fill up the Survey forms PASS
answering of Survey email sent by System Admin 2. look for the survey email sent by the Service Desk Plus sent by the application
from the application with survey to be filled up 3. Fill up and answer all the email on the Survey Form

ae

Rev.0 FO-SOD-71
Effectivity Date: July 1, 2019

Prepared by: Tested and Accepted by:

Michael Bubay Jezreel C. Cajeda William Cris V. Artajo, CompE, CSS

Implementation Engineer IT Manager IT Director
IT Group, Inc. Panasiatic Call Centers Inc. Panasiatic Call Centers Inc.

Noted by:

Aldrin Paganpan
Project Manager
IT Group, Inc.

Jonard Bryan Dela Cruz

Project Manager
Infinitecare Technology Solutions, Inc.

Mary Joyce Donaire

Service Engineer
Infinitecare Technology Solutions, Inc.