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ITIL Helpdesk Manual

Overview

VNCproject Helpdesk Portal allows to create, update, and monitor all incidents in one place. The VNC Helpdesk/Support Team manages all incidents and ensures that all your questions and queries are answered within the expected time.

This step-by-step guide provides the instructions on how to:

  • login to the VNCproject Helpdesk Portal;
  • create incidents in an easy way;
  • monitor your incidents.

In addition, the guide provides the information about functions, which you can use at each stage of the incident handling process until you get the solution to the issued incident.

VNCproject Helpdesk Portal supports the following web browsers:

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

In case you have additional questions to the VNC Helpdesk/Support Team - use vncproject-support@vnc.biz email address to contact.

Access VNC Helpdesk Portal

Use the link from the table below to get the instructions on how to access VNC Helpdesk Portal from VNC product that you use:

VNC product Instruction link
VNCcalendar Web Client and Desktop Client Contact VNC Service desk
VNCcalendar App Contact VNC Service desk
VNCcommander Web Client and Desktop Client Contact VNC Service desk
VNCcontacts+ Web Client and Desktop Client Create an incident in VNC Service Desk
VNCcontacts+ App Create an incident in VNC Service Desk
VNClagoon LIVE Platform Create an incident
VNCmail Web Client and Desktop Client Contact VNC Service Desk
VNCmail App Contact VNC Service Desk
VNCtalk Web Client and Desktop Client Contact VNC Service Desk
VNCtalk App Contact VNC Service Desk

VNC Helpdesk Portal interface

After you access VNC Helpdesk Portal, you should see an incident form:

"Incidents" console

"Incidents" console allows to create and manage incidents, and also monitor incidents statuses.

To access "Incidents" console, close an incident form and click Incidents:

You should see the following:

Number Description

"Solution KB" console

"Solution KB" is the repository of resolutions to incidents common to your helpdesk project and the products you get support for along with it. You can browse the solutions Knowledge Base for a resolution in case you have a difficulty in using a VNC-product before creating an incident in VNC Helpdesk Portal as well as filtering for potential resolutions via text search.

You can access it if you click Solution KB:

Number Description

Incident

The instruction of an incident creation depends on which VNC product you use:

Create an incident

  1. If you access VNCproject Helpdesk Portal from some VNC product, you should see the following incident form:

  2. Fill in the fields:

    The fields with the asterisk are required.

    • Subject: the field should contain an incident subject;
    • Requested for: by default, there is a name of a person who creates an incident in the field. But also the field has the drop-down menu with the users list who work in the same organization. And you can select another user from your organization and he/she will become an owner of this incident;
    • Product: the drop-down menu contains the list of VNC products that your organization uses;
    • Version: the drop-down menu contains only those versions that are available for a selected VNC product from Product menu;
    • Impact: the drop-down menu with 3 options for identifying the impact area;
    • Urgency: the drop-down menu with 3 options for identifying the urgency level;
    • Used hardware type: the drop-down menu with different hardware types for identifying a hardware type where an issue occurs;
    • Operating system: the drop-down menu contains only those operating systems that are available for a selected hardware type from Used hardware type menu;
    • Browser: the drop-down menu contains only those types of browsers that are available for a selected operating system from Operating system menu;
    • Description: the field should contain a detailed description of an incident. The toolbar supports "wysiwyg" editor.
  3. If you want to attach some file/screenshot - click BROWSE.

  4. Save the changes, click Create. Also you should receive the corresponding email about the incident creation.

There is another way to create an incident. For this close an incident from and click Incidents:

And then click NEW INCIDENT:

Create an incident in VNClagoon LIVE Platform

  1. After you access VNC Helpdesk Portal from VNClagoon LIVE Platform, you should see the following incident form:

  2. Fill in the fields:

    All the fields are required.

    • Project - leave the field by default;
    • Type - leave the field by default;
    • Subject - the field should contain an incident subject;
    • Priority - the drop-down menu with 5 options for identifying the priority level;
    • Description - the field should contain a detailed description of an incident. The toolbar supports "wysiwyg" editor.
  3. If you need to attach some file/screenshot - click UPLOAD:

  4. Save the changes, click CREATE. You should see the following notification, for example:

    Your incident has been registered successfully. We'll contact you soon. Use Incident #41 for reference.

Description of an incident statuses

In this subsection you will get the information about an incident statuses.

Every time when VNC Support Consultant performs any actions with the incident, you will receive the corresponding email to your email address about these actions.

Generally, there are 10 incident statuses. The table below contains the statuses list and their short description:

Status title Short description
New It means that an incident is created and assigned to nobody
Assigned It means that an incident is assigned to a VNC Support Consultant
In Progress Under development
Pending - Customer It means that an incident owner should provide his/her feedback
Pending - Problem It means that VNC Support Consultant escalates an incident to another Support Consultant
Pending - Change Under development
Pending - other Incident Under development
Resolved (Pending Approval) It means that an incident is resolved and an incident owner should approve or disapprove a resolution
Completed It means that an incident owner approved a resolution
Cancelled It means that an incident is cancelled

The incident, titled as "I cannot upload the avatar", is used as an example.

Status: New

You create the incident. After that, the incident will have "New" status and you will be able to check it in New tab in "Incidents" console:

So far the incident is assigned to nobody.

Status: Assigned

The VNC Helpdesk Portal Manager assigns the incident to a corresponding Support Consultant. After that, the incident will have "Assigned" status and you will be able to check it in Assigned tab in "Incidents" console:

Also if you open the incident, you should see the following notification in History section:

Within the time frame specified in the Service Level Agreement(SLA), you should receive the corresponding email about the incident assignment.

Status: Pending - Customer

If the Support Consultant, who starts to work on the incident, needs more information or requires your feedback in regards to the incident, you will receive the corresponding email. After that the incident will have "Pending - Customer" status and you will be able to check it in Pending - Customer tab in "Incidents" console:

All incidents that have "Pending - Customer" status require the owner's feedback in order to get processed further.

To provide your feedback, click the incident and click UPDATE at the top or at the bottom. Then enter required reply to Notes field and click Submit.

Status: Assigned

After you update the incident, it will have "Assigned" status again and you will be able to check it in Assigned tab in "Incidents" console:

Status: Pending - Problem

If the Support Consultant escalates the incident to another Support Consultant, the incident status will be "Pending - Problem". You will be able to check the incident in Pending - Problem tab in "Incidents" console:

Also if you open the incident, you should see the following notification in History section:

Status: Resolved (Pending Approval)

After the Support Consultant resolves the incident, it will have "Resolved (Pending Approval)" status. You will be able to check the incident in Resolved (Pending Approval) tab in "Incidents" console:

At this stage, you should approve or disapprove the resolution. For this, open the incident and click DISAPPROVE or APPROVE at the bottom or at the top. Then add required text to Notes field and click Submit.

If you disapprove the incident resolution, the incident will have "Assigned" status and you will be able to check it in Assigned tab again in "Incidents" console:

Status: Completed

After you approve the incident resolution, the incident will have "Completed" status. You will be able to check the incident in Completed tab in "Incidents" console:

Status: Cancelled

After you cancel the incident that has "New" status, the incident will have "Cancelled" status. You will be able to check the incident in Cancelled tab in "Incidents" console:

Update an incident

  1. Click Incidents:

  2. Use the filter to find required incident. For this click Filters:

  3. Click Add filter and select Author/Assigned or Watcher.

  4. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply:

  5. Click required incident, then click UPDATE at the bottom.

  6. Enter your comments to Notes field. If you need to attach a file/screenshot, click BROWSE.
  7. Click Submit.

Change the ownership of an incident

  1. Click Incidents:

  2. Use the filter to find required incident. For this click Filters:

  3. Click Add filter and select Author/Assigned or Watcher.

  4. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply:

  5. Click required incident, then click CHANGE OWNERSHIP at the bottom.

  6. Select required person from Requested for drop-down menu and add a comment to Notes field.
  7. If you need to attach a file/screenshot, click BROWSE.
  8. Click Submit.

Cancel an incident

You can cancel an incident only if it has "New" status and it is accessible in "New" tab.

  1. Click Incidents:

  2. Use the filter to find required incident. For this click Filters:

  3. Click Add filter and select Author/Assigned or Watcher.

  4. Select is from the 1st drop-down menu and select <> from the 2nd menu. Then click Apply:

  5. Click required incident, then click CANCEL at the bottom.

  6. Add your comment to Notes field and click Submit. You can check the incident in Cancelled tab:

Download a solution from Knowledge Base

  1. Click Solution KB:

  1. Search for required resolution. Fir this, you can apply the filters.
  2. To download the resolution, click the following icon next to it:

    Or you can click the resolution and then click PDF at the bottom.