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HP Service Manager

HP Service Manager. HP Service Manager. SM URLs SM USERS SM DOCKET FLOW RAISING SM DOCKET ASSIGNING A DOCKET RESOLVING A DOCKET CLOSING/REOPENING A DOCKET. SM URLs. END USER : http://10.196.208.184:8081/sm/ess.do SUPPORT USER : http://10.196.208.184:8081/sm/index.do. SM USERS.

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HP Service Manager

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  1. HP Service Manager

  2. HP Service Manager • SM URLs • SM USERS • SM DOCKET FLOW • RAISING SM DOCKET • ASSIGNING A DOCKET • RESOLVING A DOCKET • CLOSING/REOPENING A DOCKET

  3. SM URLs END USER : http://10.196.208.184:8081/sm/ess.do SUPPORT USER : http://10.196.208.184:8081/sm/index.do

  4. SM USERS • END USER >> The one who raises and closes the docket. • Support User >> The one who can raise, assign, resolve & close the docket.

  5. SM DOCKET FLOW End User L1 Team (SSA) L2 Team (Circle) ITPC L3 Team

  6. RAISING SM DOCKET • The end-user/support user should book the docket in “Business_Apps” Category only. • In case of CRM issue, select “CRM-CSR” Subcategory. • In case of Clarity issue, select “Clarity-Support” Subcategory.

  7. RAISING SM DOCKET

  8. RAISING SM DOCKET

  9. ASSIGNING A DOCKET • The support user has to enter the details in journal update and change the Assignment Group from the list available. • The L1/L2 user has to assign the docket to ITPC & cannot assign it to L3.

  10. RESOLVING A DOCKET • The Support user has to enter the Resolution first and select the suitable Resolution Category & Subcategory. • Select your login Id from the list in the Assignee Name and click on Save button (or press F4). • Click on OK button (or press F2). • Again enter the docket number and click on Search button (or press Enter). • The “Resolve” button will be enabled now. Click on “Resolve” button (or press F5 button).

  11. CLOSING/REOPENING A DOCKET • The user (end or support) can close the docket by clicking Close button (or press F7). • The user can reopen the docket by updating the description and click on “Reopen” button.

  12. Thank U

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