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HP Service Manager.  SM URLs  SM USERS  SM DOCKET FLOW  RAISING SM DOCKET  ASSIGNING A DOCKET  RESOLVING A DOCKET  CLOSING/REOPENING A DOCKET.

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Presentation on theme: "HP Service Manager.  SM URLs  SM USERS  SM DOCKET FLOW  RAISING SM DOCKET  ASSIGNING A DOCKET  RESOLVING A DOCKET  CLOSING/REOPENING A DOCKET."— Presentation transcript:

1 HP Service Manager

2  SM URLs  SM USERS  SM DOCKET FLOW  RAISING SM DOCKET  ASSIGNING A DOCKET  RESOLVING A DOCKET  CLOSING/REOPENING A DOCKET

3 SM URLs END USER : SUPPORT USER :

4 SM USERS  END USER >> The one who raises and closes the docket.  Support User >> The one who can raise, assign, resolve & close the docket.

5 SM DOCKET FLOW End User L1 Team (SSA) L2 Team (Circle) L3 Team ITPC

6 RAISING SM DOCKET  The end-user/support user should book the docket in “Business_Apps” Category only.  In case of CRM issue, select “CRM-CSR” Subcategory.  In case of Clarity issue, select “Clarity-Support” Subcategory.

7 RAISING SM DOCKET

8

9 ASSIGNING A DOCKET  The support user has to enter the details in journal update and change the Assignment Group from the list available.  The L1/L2 user has to assign the docket to ITPC & cannot assign it to L3.

10 RESOLVING A DOCKET  The Support user has to enter the Resolution first and select the suitable Resolution Category & Subcategory.  Select your login Id from the list in the Assignee Name and click on Save button (or press F4).  Click on OK button (or press F2).  Again enter the docket number and click on Search button (or press Enter).  The “Resolve” button will be enabled now. Click on “Resolve” button (or press F5 button).

11 CLOSING/REOPENING A DOCKET  The user (end or support) can close the docket by clicking Close button (or press F7).  The user can reopen the docket by updating the description and click on “Reopen” button.

12 Thank U


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