MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 1 of 13

MYTICKET - PARTNER PORTAL USER GUIDE

VERSION MANAGEMENT VERSION REVIEW DATE REVIEW COMMENTS

1.0 01/06/2017 First version.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 2 of 13

INDEX

VERSION MANAGEMENT .............................................................................................................. 1

PURPOSE ....................................................................................................................................... 2

1. Introduction .......................................................................................................................... 3

2. Self Registration .................................................................................................................... 3

3. Service Portal Interface ......................................................................................................... 5

REFERENCES / ASSOCIATED MATERIAL ....................................................................................... 13

PURPOSE The following document provide a MyTicket overview from the point of view of an

administrator user of the Service Portal.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 3 of 13

1. Introduction This announcement is to introduce you all to the ticketing tool that Grupo Antolin is

recently using called “MyTicket”, which soon is going to be available for external users

(Suppliers).

MyTicket is the official ticketing application used in Grupo Antolin. Every request,

question or problem you may have as a Grupo Antolin Supplier, will need to be notified

to us over this tool.

The link for the website is: https://grupoantolin.service-now.com/partnerportal

2. Self Registration Over that link, you will be able to register yourself in the tool (Self Registration Form):

The most important part of the registration process is the e-mail address, where you

will receive the user name and password.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 4 of 13

You will receive an e-mail that looks like this:

Once inside the tool, you will be able to create a ticket asking for help and assistance.

You can do that by typing in the search box and selecting one of the categories or

going onto “Service Catalog” and choosing one of the three options, whether you want

to open a ticket.

It’s very easy to reach these categories.

• If you need help with Supplier portal application, write “help supplier portal”

on the search bar.

• If you need help with remote access, write “help remote access” on the search

bar.

• If you need help with EDI, write “help edi” on the search bar.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 5 of 13

3. Service Portal Interface Once connected to the application, this presents the user with the service portal main page.

Illustration 1. Service Portal

HEADER AND MENUS

The header identifies the instance and actual user session.

Illustration 2. Header

The following menus can be found:

• Knowledge: link to the homepage of the knowledge base.

• Service Catalog: link to the Service Catalog.

• Tickets: list of the latest requests and link to a list of all the requests (incidents and requests)

• Logout: logs out form the current session.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 6 of 13

SERVICE CATALOG

Users can access to the Service Catalog from the “Service Catalog” menu or button of

the main page.

Illustration 3. Service Catalog links on main page

The Service Catalog contains a list of the most popular items, a search bar and the list

of available categories.

Illustration 4. Service Catalog main page

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 7 of 13

Enter some key words on the “How can we help?” textbox and then click the lookup

button. The search results return all the items or knowledge article that contains those

words. To filter only the Service Catalog items, click the Service Catalog filter on the left

menu.

Illustration 3. Search results

Users can request an item by selecting it from the available items list. Note that the

price information is not displayed. The user completes the mandatory fields and click

the “Submit” button to create the request.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 8 of 13

INCIDENT AND REQUESTS MANAGEMENT

The Service Portal lists the active tickets of the user. Tickets include incidents and

requests.

From the menu “Tickets” click on a record and the record form will be displayed.

Illustration 4. Tickets menu

Illustration 5. Ticket record

Click on “View all tickets” option on the “Tickets” menu to see a list with all the

incidents and requests from the user.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 9 of 13

Illustration 6. My Requests

Also, on this page users can click on the “Click here to access to your closed tickets” link to see a list with all the closed incidents and requests from the user.

Illustration 7. Closed tickets link

Illustration 8. My Closed Requests

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 10 of 13

UPDATE INCIDENT/REQUEST

Users can review the status of their incident on the Service Portal. Open an incident or

request record and navigate to the Activity section.

The activity log shows the interaction between the technicians and the end users

Illustration 9. Record activity

Users can interact with the technicians that are solving the request/incident. Update the

Comments field and click on the “Save” button. The comments will be recorded on the

Activity log.

Illustration 10. Enter comment to request/incident

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 11 of 13

Illustration 11. Example of item of the Service Catalog

KNOWLEDGE BASE

Users can access to the Knowledge base from the “Knowledge” menu or button of the

main page.

Illustration 12. Knowledge links on main page

The Knowledge contains a list of the top rated articles, the most viewed articles a

search bar and the list of available knowledge categories.

Illustration 13. Knowledge main page

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 12 of 13

Click on an article to see the Author, Views, Publish date and Ratings.

Illustration 14. Knowledge article

On the article page, users can see the KB top rated and top viewed articles and a list of

articles under the same category as the one displayed.

MyTicket - Partner Portal User Guide DSI

Information Systems Document

Page 13 of 13

REFERENCES / ASSOCIATED MATERIAL