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ITIL Helpdesk Manual

Introduction

This manual is designed for use in conjunction with the VNCproject Helpdesk Portal. It describes how customers can use this portal in order to raise support requests and keep track of its progress.

Welcome to the VNCproject Helpdesk Portal

Welcome to the VNCproject Helpdesk Portal. Using this portal you will be able to create, update and keep track of all the tickets you raised in one location.

The VNC helpdesk/support team will pickup and handle all your tickets created in that portal and ensures that all your questions and queries are answered within the expected time.

This step-by-step guide will show you, how to

  • login to the VNCproject Helpdesk Portal
  • create tickets/requests as Incidents in an easy way
  • keep track of your tickets

In addition it will explain, what functions you can use at each stage of the ticket handling process until you get the solution to the issued incident. This way you can begin to experience all of our Helpdesk portal benefits immediately.
We are sure you will find this guide clear and informative, however you can direct any additional questions you may have to our dedicated support team at the following e-mail address: vncproject-support@vnc.biz.

System Requirements & Browser Recommendations

To access the VNCproject Helpdesk Portal, you must first have a registered account. If you do not have an account yet, you will need to request one to be created by the system administrator through the proper channels.

Web-Browser

The following web browsers are supported:

  • Google Chrome/Chromium
  • Mozilla Firefox 2.0 and higher
  • Internet Explorer 6 or 7 or higher
  • Safari on Macintosh OS X or later

How to raise a support request

For you as a customer, there are two ways to create a ticket:

  1. Reach out to your contact person at VNC, either via phone or per eMail, who then will create your support-request as a ticket on your behalf and keeps you updated on any change that happens to the ticket.

  2. Access our support portal, by log-in to the VNC Helpdesk using the credentials provided to you and create a ticket for your support request. This process will be explained in this manual.

The VNCproject Helpdesk Portal Interface

How to login to VNCproject Helpdesk Portal

Point your web-browser to https://redmine.vnc.biz/helpdesk and log-in with your username and password.

Note: In order to access the VNCproject Support Portal you must first have an account.If you do not have an account yet, you have to request one from your contact at VNC. The VNC Support Team will then contact you and provide you the credentials.

Once you logged in, please configure your web-browser to allow pop-ups for the IT Service Desk URL.

Reminder: When you are finished with your session, always log out of the VNCproject Support Portal by clicking the Sign out button at the top-right corner of your session window.

Helpdesk Portal Console

Once you log-in to the helpdesk portal, you are redirected to your homepage, the Helpdesk Portal Console.
The homepage structure is common for all users, but its content is customized depending on the user's role. Since yours is the role of a customer, the sections displayed in the next image are visible on your homepage:

  1. Helpdesk: provides a quick overview by listing the amount of all tickets / requests created by or on behalf of you, sorted by their status.
  2. New Incident: here you can create a new incident by filling up the New Incident form.
  3. Switch to native: option to leave the Helpdesk and switch to native mode. In native mode the Helpdesk button will appear in the Navigation Bar. You can return to the Helpdesk Portal Console by clicking this Helpdesk button.
  4. Home: Navigation Bar button to access your home screen, which is the current screen.
  5. Incidents: Navigation Bar button to access the Incident management console.
  6. Solution KB: Navigation Bar button to access the Solutions Knowledgebase.
  7. Logged in user name: displays welcome message and user name of the account you are currently logged in with.
  8. My account: to manage your account preferences, like setting a new password or change the language.
    Note: German is the only language currently supported besides the default language English.
  9. Sign Out: Log out of the application.
  10. Search: the search facility free text search.

Access the Helpdesk Portal COnsole from native mode:

Incident Management Console

Here you perform most of your work in the support portal, which includes:

  1. Creating and managing incidents/requests
  2. Searching for specific incidents using a variety of criteria
  3. Quick viewing of details and status to a selected incident.
  4. Search for solutions to common incidents/requests in the Solution KB

To access the Incident Management Console, click on Incidents in the Navigation Bar. :

Note: You can also navigate from your homepage to a specific tab in the Incident Management Console by clicking the respective link in the My tickets summary section.

The Incident Management Console consists of three areas:

  • Incident Search Area
  • Incident Summary List
  • Search Bar

Incident Search Area

Here you can:

  1. Add filters based on different parameters applied to all your incidents / tickets, presenting the results as filtered lists in the respective tabs of the Incident Summary List.
  2. Add/remove columns when expanding the Options menu, to select the information displayed in the Incident Summary List, in case the default selection of displayed information in the listing does not suit your needs.

It is also possible to create a new ticket directly within this area by clicking the New Incident button on the right:

Incident Summary List Area

All incidents/tickets created by, on behalf of you or by any member of your company, are listed in this area.

The tickets are grouped in tabs, sorting the incidents by their current status. This way the interface enables you to manage your tickets in a better way as you know exactly at which state each ticket of yours or of your company members is currently residing.

You can also perform a text search, using the Search bar in the top-right corner of the screen:

Ticket states and available actions

In the Incident Summary List you will notice these different tabs:

New, Active, Completed, Awaiting approval, Canceled and Awaiting Action,

which represent all possible states an incidents can have. The tabs contain incidents, based on their current status.
For a customer, the actions available to you, based on a ticket's current status, are listed in table below:

Ticket status Available actions (to the owner)1 Status description
New Update, Change ownership, Cancel Incidents that are created by you or any of your company members but not assigned yet to a support team member
Active Change ownership, Update Incidents that are created and assigned to a support team member
Completed - Incidents that are solved and where the presented solution has also been approved by the owner (you or a member of your company)
Avaiting approval Change ownership, Disapprove, Approve Incidents that are solved but the presented solution is pending the ticket owner's approval.
Cancelled - Incidents that have been cancelled
Awaiting action Change ownership, Update Incidents that are awaiting the owner's action, eg. the assigned support team member has a question in regards to the incident.

Creating an Incident

As already mentioned, you can issue new requests using these approaches:

  • Send an eMail to or call your support contact, so the support consultant can create an incident on your behalf.
  • create your request as Incident using the Helpdesk portal.

To create a new incident or request by yourself, log-in to the VNC Helpdesk with your credentials. You will be redirected to your Home page, where you can start filling up the New incident form right away. Alternatively you can open the New incident form by clicking on the New incident button when located in the Incident Management Console.

Create a request via Incident Management Console:

Incident request form

Once the New incident button is clicked, a new screen will open in your browser, showing the Incident request form:

The fields you can fill up in this form are:

  1. Project: Select the project that is the Request belongs to.
  2. Author/Owner: This will be by default the user name, you are logged in with.
  3. Type: The type of the issue which is preselected as Incident
  4. Subject: define the subject of the request
  5. Description: Text area where you should describe the incident in detail
  6. Status: Status of the Incident during the creation stage, which is set fix to \textit{New} by default.
  7. VNC-Product: Select a product that is the subject of the Incident to associate it with.
  8. Files: Attach files to the incident.

Note: fields labelled with an asterisk ( * ) are mandatory.

The incident is created by pressing the Create button in the lower left corner below the form. You will then be redirected directly to the detailed view page of the new incident. Along with that, you will receive an eMail-notification about the incident you just created and the respective support staff assigned to the helpdesk portal is notified as well.

Update an incident

Once an incident is created you can add Notes to it later on, to e.g. add additional information. You can add a note in the Incident Detail View. To open the Incident's detail view,

  1. navigate to the Incident Management Console
  2. look for the respective ticket in the Incident List View
  3. click on the Incident ID or Subject

Now you can add a note or and update to the incident by clicking the Update button:

Depending on the incident's current status, you will have two different Update screens.

  1. The incident is still unassigned and still in status new. In that case you still can modify the ticket's header information and initial description:

  1. The incident has already been picked up and assigned to a member of the Helpdesk staff. Now you cannot modify the ticket's header anmore and you now you have a textfield and an option to attach files available to add your update information to the ticket:

After submitting your update, you will be redirected to the Incident view page again where your update/notes are added to the ticket's history. In case the incident has already been assigned, the assignee and you will be notified via eMail, that the ticket has received an update adding a new note.

Change the ownership of an incident

After you created an incident as a customer, you will be the automatically set as owner/author of that incident, indicated in the incident's header information in the Incident detail view owned by ... as well as in the column Owner in the the list view.

The owner of an incident is

  • notified on any modifications performed to the ticket via eMail.
  • the only company member that can perform updates to the incident on customer side (adding notes, answering questions raised by the incident's assignee, approving/ disapproving presented solutions, etc.)

Therefore it might be necessary to transfer the ownership of an incident to another company member, to take over open tickets in case of an inavailability of the current owner, eg. in case of the owner is going on vacation.
In addition to the ticket's owner, specific company members, which are appointed as Supervisors to the Helpdesk portal, can change the ownership of another company member's incident as well, eg. the current ticket owner left the company or in case of the current owner reported sick, etc.
As new owner, any company member can be appointed. To change the ownership, open the respective incident to get to the Incident detail view:

and in case you are Owner or Supervisor, you will have the Change ownership button available:

After clicking Change ownership, a window will pop up:

These fields are available to update in this form:

  1. Author: Select another company member from dropdown menu to become the new Owner.
  2. Notes: Add at least a short (mandatory) note for the new owner and to prevent accidental ownership transfer.
  3. Choose Files: An option to add attachment(s).

After changing the owner, you will be redirected to the Incident View page again.

Cancelling an incident

In some cases you already created an incident, but then realize that the issue got solved already, so there is no need to fulfill the request anymore or for some reason the helpdesk team should not get involved, helping you to fix the issue.

In such cases, you can cancel an incident by yourself. The precondition for the Cancel option being available is, that the ticket had not been picked up by the support team and has not been assigned yet. Cancelling an incident will notify the support team, that there is no need to pick up this ticket anymore and the ticket's status changes to Cancelled.
However, this option is only available until the ticket got picked up by the helpdesk team and with it got an assignee who already started working on it.

In this case you need to add a note, informing the assignee, that you do no longer wish that the request is being worked on and you want to have it cancelled, so the assignee will cancel the ticket on your behalf.

To cancel an unassigned incident, navigate in your web-browser to the New tab in the Incident Management Console and open the incident you wish to cancel.

After clicking Cancel,

a window will pop up, where you must leave a short (mandatory) note, stating a reason and to prevent accidental cancellation of incidents:

After submitting the note, the incident's status is changed to Cancelled and the ticket is moved to the Cancelled tab in the Incident Management Console.

Solutions Knowledgebase Console

The Solutions KB console contains the repository of resolutions to incidents common to your helpdesk project and the products you are getting support for along with it.
You can browse the Solutions KB for a resolution in case you are having a difficulty in using a VNC-product before raising a new incident in the Helpdesk portal as well as filtering for potential resolutions via text search.

Access the Solutions-KB console

As soon as you are logged into the Helpdesk portal, you can access the Solutions-KB console by clicking the respective button in the Navigation bar:

The Solutions-KB console, composes of two areas:

  1. Set filters: here you can enter your search criteria into the contains field to filter the resolutions presented for the entered keywords and a dropdown menu, enabling you to filter for resolutions categorized for a certain product.
  2. Resolution list view: the list of available KB-articles (resolutions), based on your project's configuration and the filters you applied.

To view a KB-article, click on the ID or the Subject of that particuliar resolution in the Resolution list view. You can also export an KB-article as PDF-file from here by clicking on the PDF logo on the right side of that article.

Depending whether you clicked the ID or the Subject in the Resolution list view, the selected KB-article will open as a new page in your browser tab or as a popup window. The current KB-article can also be exported to PDF from here, by clicking the PDF button

Example for a request / incident cycle

For this example case, let us consider you have a problem in accessing your eMail because you forgot the password for your account. To raise a support request/ incident, the following steps will be necessary:

  1. To reset the password you need to create an incident, let us call it password reset.
    So the first step after login to the Helpdesk portal is to click on New incident in the Incident Management Console or fill out the form when you are already in your home page.

  2. Now fill up the new incident form and add all the information necessary and where you think it will help the support staff to understand your request and click on Create to save your ticket:

  3. Once you have created the ticket, you are redirected to the Incident view screen along with the message Incident created displayed on screen and a notification per eMail that a new incident has been created:

  4. To get back to the Incident Management Console, click on Incidents in the Navigation Bar. You will notice, that your ticket has been sorted into the New tab in the Incident Summary List, indicating that the ticket has not been assigned to a support consultant yet.

  5. Within the time frame specified in the Service Level Agreement(SLA), you will receive a notification per eMail informing you, that your ticket has been assigned to a support consultant. When that happens, the ticket is moved to the Active tab in the Incident Summary List, indicating that it has been picked up and a support consultant is working on it now.

  6. When the support consultant needs more information or requires your feedback in regards to the incident, you will receive via eMail a New question notification and the ticket is moved to the Awaiting action tab in the Incident Summary List. All tickets in state Awaiting action, require the owner's feedback in order to get processed further.
    To answer a question raised:

    • Open the respective incident
    • Clicking the Update button to answer the question raised as a new note.
    • Submit your answer as ticket update.

    The incident's status will now change back to Active and a notification per eMail is sent to you and the assignee. Now the assigned support consulten can go on, solving your reported incident.

  7. When the support consultant has solved your request and provided a solution to the reported incident, you will receive another notification via eMail, mentioning that your ticket's status has changed to Awaiting approval. Now the ticket has moved to the Awaiting approval tab in the Incident Summary List.

    Now an action is required from your part again, where you can either Approve or Disapprove the proposed solution when opening the respective ticket:

    • If you click the Approve button, the incident is considered to be solved, the ticket's status is changed to Completed and it is moved to the Completed tab in the Incident Summary List. After clicking Approve you can leave an optional note to the assignee.
    • If you choose to Disapprove, the ticket will be reset to Active status, discarding the proposed solution and the assigned support consultant will continue working on it until a viable solution is provided. In order to Disapprove you are required to leave a mandatory note, stating the cause of your disapproval to the provided solution.


  1. The actions listed are only available to the owner of the ticket.
    Company members can only view the incidents owned by others but do not have any actions available.
    Company supervisors are able to Change ownership of incidents.