1. Comprehensive Training for Distributor on Help Desk Application

2. Help Desk This module will explain the user on the followings:
How to log a new Ticket in Help Desk
How to Search for a ticket
How to view an already logged ticket
URL: 2

3. User Id Creation in Help Desk
How to Create User Id for Help Desk Application
Write to with the following details 1. Distributor JDE Code / HPCL Employee Code 2. Distributor Name / Employee Full Name 3. Contact Phone number (including STD Code) and Mobile Number 4. Id 5. Address (For Distributor) 6. Team Viewer Id for DCMSServer (for Distributor Only) 3

4. Log in Help Desk
Distributor can log in Help Desk by entering the user id and password. Usually, the user id will be the dealer code and the password is After clicking the Login screen, user should choose Distributor as the role.
Internet connection
required 4

5. Log a Ticket
Distributor will choose the category and type shown in the screen and fill up other fields with the relevant information.
Internet connection
required 5

6. Click on the hyperlink to view the ticket details
Search Ticket
Distributor can search tickets and view its status through the following screen.
Click on the hyperlink to view the ticket details
Internet connection
required 6

7. View Solution / Reopen / Update Ticket
To reopen a ticket, distributor should enter remarks in User Remarks field and click on Reopen button. If a ticket is currently in Pending status, distributor have to enter remarks in User Remarks field and click on Update button.
Enter remarks in this field to reopen and update ticket
Solution will be shown here
Internet connection
required 7

8. Dos
Check the status of the Ticket to know, whether the ticket has been resolved.
See the resolution remarks for the Solution/Instruction given by Support Team
User should close the Ticket, if the problem gets resolved.
Provide the Phone number, including STD code (for Land Phone) properly to whom support person will call.
Write the Problem Description clearly, so that Support Team can understand the problem, by reading the Problem Description. 8

9. Don’ts Do not Call to the Support phone just after login the Ticket.
Do not Log a single ticket for Multiple Problem. Each ticket will link to a single problem 9

10. Thank You 10