Q4Net Customer site – user`s guide
Introduction
Q4Net-Helpdesk is a system for reporting and tracing service tasks for customers of Q4Net. Thanks to this system, a customer has a possibility of reporting a failure or a change, communicating with the engineer who handles the request, as well as tracing the history of tasks. All communication between a customer and the system is encoded via SSL.
We will be grateful for all your comments on operation of the system and for proposals of improving it.
Customer site Q4Net Team
Definitions
Ticket – (request, a ticket) – explicitly identifies a service task. It has a unique number used by the system for task management.
Queue – a place where tasks for the engineer are collected. Queue determines the type of service task.
Priority – specifies importance of a task in the scale of 1-5. Priority 3 is the standard one.
Logging into the service
At the web page http://helpdesk.q4net.pl , select “Service request base”. If you receive a warning message about an incorrect certificate, you should ignore such a warning and continue.
The logging screen will appear, on which you should enter the user name and password. You can also change the interface language or, if you forget the password, you can ask for generating a new one. The system will send the new password by e-mail.
Reporting service request
In order to report a service request or to obtain information from Q4Net engineers, select the “New Ticket” command. You will receive a form, in which you should complete a few fields:
“To” – defines the queue as well as the type of service enquiry. Selection depends on the contract signed between a customer and Q4Net.
“Subject” – a short description of a problem, which will appear in message headers.
“Contents” – detailed description of the problem or enquiry
Other fields are optional and may be unused or unavailable depending on the type of contract.
Viewing the request
“My Tickets”, “Company Tickets”, and “Search” buttons allow finding both current and historical reports. In case of the “Company Tickets” button, you can only view the subject and status of requests by other people from your company.
Types of queues
- Enquiry – information requests and enquiries to Q4Net.
- Change – reporting needs for changes and reconfiguration.
- Failure – reporting failures requiring immediate service.
Priorities
| Priority | Description | Manner of notification |
| 1 | general consultation on technology, development, etc.; low priority service orders – contact or execution are required later than on NBD | IEngineer views the task queue. |
| 2 | technical enquiries connected with operation of devices, service orders, contact or execution are required on NBD | Engineer views the task queue and is notified by e-mail |
| 3 | normal – a failure of a device, redundancy has been turned on, important service tasks – contact is required on NBD | Engineer is notified by e-mail and SMS. |
| 4 | serious – a failure of services or a device, the network is not fully operational, all services are unavailable, a service task to be executed faster than on NBD – immediate contact is required. | Engineer is notified by e-mail and SMS; telephone contact is recommended |
| 5 | critical – main production services do not work – emergency - immediate contact is required. | Engineer is notified by e-mail and SMS; telephone contact is necessary |
Other communication channels
In the Helpdesk system, apart from reporting via WWW, you can communicate via e-mail. You can answer each thread of a request (the response you receive from the system) by e-mail, and the system will link this with your request. It s important to maintain the same Ticket number in the subject of an e-mail message.
You can also report a new Ticket in the “info” queue by sending an e-mail at the address Helpdesk@q4net.pl