Self Service for Missions

User Reference Guide

Version 1.1

From the developers of

Contents

What is Self Service?

Logging In Home Page

Menu Options
Reporting a Problem or Incident Requesting Service or Equipment

Checking the status of your requests

Additional
Approvals Other Self Service Menu Options

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What is Self Service ?

Self Service is an online customer service application where you can create requests without picking up the phone

Agents immediately see your requests in iNeed and can respond in a timely manner

Your iNeed Administrator will give you access to Self Service

Logging In
To access Self Service enter this URL in the address bar of Internet Explorer:

http://ineedservice.un.org
The Login page will appear. Enter your Lotus Notes Webmail ID and password

Enter your complete Webmail email address and password, include @un.org

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Logging In

Always use your Webmail password when logging in to Self Service. You can set your Webmail password using this option in your desktop version of Lotus Notes>Address book>Search for contact>Open>Edit

Home Page
Once you log in, the system displays the Home Page. The main menu contains links to all Self Service activities that you can perform.

Each menu option has a brief description to help you decide which option to choose. My Service Requests provides a list of the requests that you have submitted

Main Menu

Use these links to 1. Ask a Question or report a Problem 2. Request for Product or Service List of Frequently Asked Questions A Contact Directory of your Colleagues

Service Desk Contact Numbers

This link is for Approvers to view and approve requests for equipment or service
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Reporting a Problem or Incident

Reporting a Problem or Incident

To report a Problem or ask a question, use this option

The system displays a detail screen where you can enter information about your problem or question. Your contact information is automatically added to the screen. Other fields require data entry You can also attach screenshots or files to your request

Once you are done, click on Submit.

Reporting a Problem or Incident

Make sure your requests are sent. Dont forget to click on Submit when you are done.

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Requesting for Service or Equipment

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Requesting for Product/Service

To request for an produce or service from a catalog use this option The system displays the catalog screen. Select the product / service and add it to your list. Some instructions are displayed on the screen

Click on a catalog item and its corresponding products and services will display in the next frame

Click on a product / service checkbox to select. Use Add Items button to add it to your requested items

All requested items are displayed here.

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Searching for Equipment or Service

Request Details Screen This screen is same to the one used when requesting for equipment/service.

You can add requested items by searching the catalog to add the items. Search catalog opens up a pop displaying all full catalog items, you can select items by checking the check boxes and by clicking Add Items button.

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Modifying Requested Items

Clicking the Modify Requested Items button takes you to Catalog page, where can add items by selecting the Catalog or by Searching the catalog.

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Requesting for Product or Service

You can review the items you requested in this section.

If you want to add or remove items from the list click this button

Make sure your requests are sent. Dont forget to click on Submit when you are done.

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Checking the Status of Your Requests

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Checking the status of your requests

All requests that you submitted are listed in the My Service Requests section of the Home Page:

The SR# is your Service Request identifier. The system assigns this unique number to your request when it is submitted
Click on an SR# link to display more details of your request. Additional tabs/functions are displayed at this level

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Checking the status of your requests

Service Request Details tabs/functions:

Updates Tab

Shows all emails/correspondence related to your request. The Add button allows you to create updates to the Service Request that sends an email message to the Help Desk Agent

Enter your message here

Requested Items/Approvals

Shows your requested items and their approval status Refer to the Status field to see if your request is Pending, Approved or Rejected Click on the Approvers email Id link to send an email directly to the person through Lotus Notes

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Checking the status of your requests

You can see the status of your requests in Self Service.

You can send messages to the Service Desk using the Updates tab in the detail view

If you need to call the Service Desk to check on your request, have your SR number ready. This will help the agent give you a faster response to your inquiry

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Other Self Service Functions

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Reporting a Problem for a Colleague

You can submit a request for a colleague

Change the value in this field to No

Click on the Binoculars Icon A popup will appear for you to add your colleague, enter his/her details in the fields and click Go Select the correct name from the list and click Pick

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Knowledge Base
Knowledge Base
A useful list of FAQs. This list may be updated as more users are added to the system

Click on a question to see its answer or browse the list by scrolling up or down the screen

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Directory and Contact Number Menu Options

Locate your colleagues
A detailed search function is provided with this directory. Search results are displayed on the lower half of the screen.
Enter information in one or more of the fields then click Submit.

When searching for phone numbers use * instead of or ( )

Contact Us
A list of phone numbers for Service Desks that are using the Self-Service Portal

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Approving Requests
(This function can be only be performed by Authorized Approvers)

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Approvals

This function is accessible to Chiefs, Supervisors or any user that has been given an approver role

To access this function click on the Manage Approvals link

All requests that have been submitted to the Approver are displayed in this list
Select a request and click on the Approve/Reject button Use the Delegate button to delegate approval of one or more requests to another Self Service User

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Approvals

This page is displayed when you click Approve/Reject. It contains a Remarks field for the approver to enter any comments regarding the request To process the request, select the appropriate value from the Status dropdown field

You can view a document that was attached to the request by clicking on its file name displayed in the list

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This presentation was brought to you by TEAM CRM

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For any questions or problems with Self Service, please contact your local IT Service Desk
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