ITSR user Guide

Oman LNGIT Service User GuideAl Araimi, Badriya OLNG-IT/211

Content Page No. Content 2 2Introduction 3Objectives 4How to access the new IT Service Request page 12How to raise a new IT Service Request 13How to View your IT Service RequestsHow to Resubmit an IT Service Request 14How to Approve/Reject/Rework an IT Service Request 16Support Contacts1

IntroductionThe new IT Service Request tool is a web based application that enables employees torequest for a variety of IT Services for themselves, other employees, contractors or newemployees.ObjectivesThe objective of IT service tool is to enable users to submit request for IT services. Also, toenable the users to check the status of their requests which are completed, in progress, orrequired resubmission. 2

How to access the new IT Service Request page1- To access the IT service request page open OLNG PORTAL and click on the E Service link as shown below 2- Then click on IT E-form as shown below.3

How to raise a new IT Service Request1- On New IT service Page, the requester will see his/her information. As shown below.2- The self-option is selected by default if the user wants to raise a request for him/herself as shown below.4

3- If the user wants to raise a request for other employee, he/she should select the second option “Other Employee” and click the search button to search for the employee name as shown below. 4- Type the employee name in the Find filed and click search botton, then select the employee name , and click Ok as shown below5

5- If the user wants to raise a request for non-employee or new staff, he/she should select the second option “Non-Employee/New staff” and fill the Non-employee/new staff details as shown below. 6- There are four categories of services, Application Services, End User computing Services, Telephony Services, and Web Services. If the user click on one of the category, a list of services on the right side will appear as shown below.6

7- User can Select or search for the service name For Example: Provisioning of new or loan hardware. 8- After the user click on the required service name, he/she will get a pop-up page. In the pop-up page, the user can see the Service Description, the Service SLA, and a dropdown menu of a Service Offerings as shown in below.7

9- From the dropdown menu, the user can select the required service offering (e.g. New laptop). In some service offerings, there will Service Entitlement filed which will discribe who is intitled for the selected Service offerings (as shown below). Then he/she must filled the Request Justification (which is mandetory) and Additional Information if there is any information need to be shared with Helpdesk and then click Add.8

10- After adding the service Offering, the user can add more services repeating the same above steps. Also, he/she can Submit Request, Save as Draft or Delete (user must select the service before clicking on Delete).9

11- After clicking on Submit botton, the user will recive a pop-up message that confirm service request has been submitted successfully.Click OK. 12- After submiting the IT service request, An email notification will be sent to the user that your service request is successfully submitted and there will be a link to check the request status as shown below.10

13- After the service is got completed by the IT Helpdesk, an email notification will be sent to the user that your service request has been completed as shown below. Note: 1) The user will get an email notification in case the IT service request got rejected and in this case the user cannot resubmit the request. 2) The user will get an email notification in case the IT service request got reworked and in this case the user can resubmit the request. (steps will be explaind in the Resubmit request section)11

How to View your IT Service Requests1- At any time user can check on My request. To view all the requests status, On the left side of IT service Home page, the user shloud click on My Requests tape . He\she can view the Active Request, the Draft Request and the Completed Request as shown below.2- The user also can search for a specefic request by typing a key words of the required request as shown below. 12

3- Dubal click on the service request to view the status of the request and to whom its assigned as shown below. How to Resubmit an IT Service Request 1- Any request got reworked by one of the approver will be displayed in Resubmit page. To see the requests which require a resubmission, the user should click on the Resubmit tab (as shown below). 2- After that the user should click on the small arrow to open the action menu and click on Open Form to open the form and make the required modification as shown below. 13

1) In the Form in Approval History part, user can view comment that submitted by the approver. 2) To resubmit request user should make the required modification then select Resubmit from Action dropdown menu and click on Resubmit Action button. How to Approve/Reject/Rework an IT Service Request 1- After the user submits a request, an email notification will be sent to the approver that IT service request is pending and need to take an action. Approver should click on the link that provided in the email. As shown below.14

2- Also, the approver can veiw all the requests pending in his\her screen by clicking on the My Approval tab and click in the small arrow to open the action menu. The approver can select Approve, Reject, or Rework if he\she wants to take action without opening the form as shown below. 3- If the approver click on the Open Form in the Action menu, the request form will open, From the Action dropdown menu, the approver can select Approve, Reject or Rework. Than he\she can add comment if needed, and click Submit Action button as shown below.15