2. SIGMA Requestor Training In this presentation we will cover : How to log a Sigma ticket How to update a ticket via the Email notification function How to update your Sigma Profile details (email & password) Please click with your mouse to advance to the next stage If you require assistance with viewing this presentation please speak to your IT representative on Site or you can contact the Netcare ISD Helpdesk on 08611 NTCIT (08611 682 48)

3. SIGMA Requestor Training SIGMA is the Helpdesk System for the Netcare group. Access the Sigma link via the Netcare intranet or open Internet Explorer and type the following address http://sigma.ntcweb.co.za Required for access : Employee number Email Address Links your site details (HR Vision) To receive Email Notifications

4. How do I Log On? Once you have opened the SIGMA Link you will see this page. There are two Login options: Login (left) and Automatic Login (link centre)

5. How do I Log On? If you have an AD account, you can click on the Automatic Login link, you will not need to enter an employee number and password. Alternatively enter your User Name (Employee no) and password in the Login Fields If you do not have a password, click on [Forgot password ?] and a Sigma generated password will be emailed to you.

6. How do I Log On? You will then see a screen similar to the one below. The default page will have a list of all open Tickets that you have created (My Ticket List) To view these tickets in detail you can click on the Sigma ticket number.

7. Exploring the Sigma Menu Requestor – Click to log a new request, this will also take you back to the original page. My Profile – to update your profile details Help – Quick tips and training documents

8. Logging a Sigma ticket Click Requestor on the menu, then click on New Ticket A new page will open

9. Logging a SIGMA ticket Sigma logging page layout There are 3 steps Choose the category Add/Check Contact Details Issue summary/Request details

10. Logging a SIGMA ticket There are two options to search for a category Search category by free text Find category by Look Ups ( folder/ tree format ) We will explain how to use the Free Text Search Please Note: Sigma Automatically routes your request to a Support team based on your category selection. If you select the incorrect category the allocated support team may not be able to assist you and this could cause a delay in getting the assistance you require.

11. Logging a SIGMA ticket In the Category Search Field type a key word. A drop down list will appear, make a selection from the list. For this example we’ve used the word Desktop, however other key words could be : printer, email, internet OR Application key words like SAP, Unisolv or ME+ info

12. Logging a Sigma ticket The next step is to check and load contact details. The Requestor details will reflect your contact information based on the data imported from HR Vision. If this information is incorrect please update them in your Sigma profile if they are correct and you are logging a ticket for yourself move to Step 3. If you are logging the ticket on behalf of someone else, click on the field next to Contact person

13. Logging a Sigma ticket Use the drop down list to look up Contact details. You can enter and search by Name and Surname or Employee number. Make your selection from the drop down list

14. Logging a Sigma ticket The contacts details will then be shown, please check to ensure you have selected the correct user. Check the following : Institute – Site details / Tel number / Email address. If any of this information is missing please include it in the comments section. 14

15. Logging a Sigma ticket The next step is to add a Summary of the issue, which is a brief outline for example : PC will not boot up. The Issue Comment field will give you prompts should the category you select have required information. You can then add any additional comments you may have underneath the required info. Please do not use long explanations in this field Enter additional info or comments here

16. Logging a Sigma ticket You can now save your request by clicking on Update on the bottom left. Should you wish to attach a file or screen shot Click on Select, make your selection on your PC. Then click on the Add File button Once you have attached your file you can then select Update

17. Logging a Sigma Ticket Your Sigma ticket will now be visible in your ticket list. You can click on the ticket at any time to view updates or changes, alternatively you can monitor the status via email notifications

18. The Email notification function Whenever there is a change or update on a Sigma ticket an email notification is sent to your inbox, for e.g: Change of assignee Comment added Change in Status, some examples are – In Progress – Waiting : Feedback from Assignee – Closed: completed/resolved.

19. The Email notification function Subject Line of email -Includes the ticket number, the text you entered in the summary field and the current status Comments, including the name of the person adding comment and date/time stamp Assignee details & Requestor details Category and Status Example of email

20. The Email notification function Please monitor these emails as the support team may have requested additional information. If you do not receive an email you need to check that the correct email address is loaded in your Sigma profile. You can update a Sigma call via the email notification. Open the email, Click on reply Type your comments in the body of the email and click on Send Please Note : Your comment will be saved on the Sigma ticket and may be viewed by multiple parties in a support team, 3 rd parties vendors and managers.

21. Sigma Profile details The data on your Sigma profile is imported from HR Vision. To check your profile details, click on My Profile on the Sigma Menu. Then click on Edit Profile. Info: You can request changes to your profile via Sigma by logging a ticket using the category : Software - Application - Others - SIGMA - Users - Profile - Update User Profile

22. Sigma Profile details You will see the following options : Manage User Credentials – User name, Name & Surname as well as mail address Manage password- use to change your password Manage profile – Your Site details ; including dept and telephone numbers. Please log a sigma call for changes

23. Sigma Profile Details To check your email address select Manage User Credentials. If no email address has been provided it will show a default email address of Sigma-noemail@netcare.co.za If address is incorrect type new email address Click update

24. Sigma Profile Details To change your Sigma password, click on Manage Password Enter your current password Enter your new password Enter your new password AGAIN Click on change password

25. Sigma queries Thank you for taking the time to view this presentation You can contact your IT representative on site should you have any queries regarding Sigma and how to use it. Alternatively you can log a Sigma call with the following category and someone will be in contact you : Software-Application- Others –SIGMA- Query