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Elite User Manual Ver1.0

User manual, very important HR policy

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36 views

Elite User Manual Ver1.0

User manual, very important HR policy

Uploaded by

arwlbackup1
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 17

Elite

User Manual for IT Service


Management
(Ver 1.0)

Ver 1.0 For Internal Purpose Page | 1


Contents
Page
Sr No Description
No
1.0 Introduction
3

1.1 How To log Incidents using the Smart Search Bar (Web Application) 4

1.2 How To log Incidents using the Web Application 6

1.3 How to log Email to Incident 8

1.4 How to Check the Status of the Incident 9

1.5 How To log Incidents using the Mobile Application 10

1.6 How to Log a Service Request 12

1.7 How the check the status of the Service Request 14

1.8 How to Approve/Reject Service Request 15

1.9 Approving/Rejecting the request on WebApp 15

2.0 Approving/Rejecting the request on email 16

Ver 1.0 For Internal Purpose Page | 2


1.0 Introduction

Elite is an IT Service Management tool that enables the organization to


maintain normal service operations and minimize the adverse impact of the
interruption on business operations, thus, ensuring that the best possible
service quality and availability are maintained.

Also, End Users can create Service Requests (SRs) related to their IT Infra
requirements.

Ver 1.0 For Internal Purpose Page | 3


1.1 How To log Incidents using the Smart Search Bar (Web Application)

For login please click on URL :- https://elite.nuvama.com or the same can be accessed
from Empower  Elite as shown below. Please refer the arrow highlighted in yellow.

Below is the user Dashboard. For raising an incident, please type your issue in the search
bar. Please refer the yellow arrow mark.

For e.g.,  Type symptom as email. The search bar will display the issues related to
email. User can click the suitable issue.

Ver 1.0 For Internal Purpose Page | 4


Once clicked on the issue the below screen will appear with all the details being auto
filled. If required user can mention the issue in detail in the description column and then
click on submit.

After submitting the incident, the below screen will appear with the Incident ID.

Ver 1.0 For Internal Purpose Page | 5


1.2 How To log Incidents using the Web Application

On the User Dashboard page (Dashboard menu), under Incident  User New Incident.
Below is the snapshot.

Once Clicked on New Incident. Below screen will appear.

Ver 1.0 For Internal Purpose Page | 6


Click on Category. For e.g., “Chrome Not Opening”. Go to Internet  Browser 
Chrome.

Once the above Category is selected the below screen will appear. Click on Submit
the incident will be raised.

Ver 1.0 For Internal Purpose Page | 7


1.3 How to log Email to Incident

End Users can report incidents by sending an email to a dedicated email address
elite.notify@nuvama.com from Microsoft Outlook (Laptop or Desktop) or Mobile outlook.

User must type the issue in the subject line. For e.g., Issue with Headset. Below is the
snapshot for your reference.

Once the email is delivered to the registered mailbox elite.notify@nuvama.com a ticket


will be raised with an Incident ID. Below is the snapshot for your reference.

Ver 1.0 For Internal Purpose Page | 8


1.4 How to Check the Status of the Incident

On the User Dashboard page (Dashboard menu), under Incident  User My Incident.
Below is the snapshot.

Once Clicked on My Incident. Below screen will appear. Click on the Incident ID to check
the status of the Incident

Ver 1.0 For Internal Purpose Page | 9


1.5 How To log Incidents using the Mobile Application

Download the mobile app SymphonyAI SUMMIT from Android /iTunes. Below is the
snapshot.

The below screen will appear once it is downloaded.

Enter the Webservice URL: - https://elite.nuvama.com/MobileApp and login with your


official email address and password.

Ver 1.0 For Internal Purpose P a g e | 10


Once logged in below screen will appear.

For e.g. Type symptom as adobe. The search bar will display the issues related to
Adobe. User can click the suitable issue and submit the incident. Below is the snapshot.

Ver 1.0 For Internal Purpose P a g e | 11


1.6 How to Log a Service Request.

Below is the user Dashboard. For raising a Service Request, please type your request in
the search bar. Please refer the green arrow mark.

For e.g.,  Type keyword as Laptop. The search bar will display the requests related to
Laptop. User can click on the suitable request.

Ver 1.0 For Internal Purpose P a g e | 12


Once clicked on the request “Purchase Laptop Standard” the below screen will
appear. Fill in the mandatory details and click on next and click on Submit. The Service
Request will be generated.

Ver 1.0 For Internal Purpose P a g e | 13


1.7 How the check the status of the Service Request.

On the User Dashboard page (Dashboard menu), under Request  User My Service
Request. Below is the snapshot. Refer green arrow.

Click on My Service Request. Below Screen will appear. Click on SR ID to check the status
of the Service Request. Refer green arrow.

Ver 1.0 For Internal Purpose P a g e | 14


1.8 How to Approve/Reject Service Request

Once the Service Request is raised by the end user, the ticket will be assigned to
respective Reporting Authority & LOB for approval.

RA & LOB can Approve/Reject the request on WebApp, Outlook & Mobile. Please find
below the steps for the same.

1.9 Approving/Rejecting the request on WebApp.

The approver can login to the web app and click on the “thumbs up “icon. Please refer
the arrow highlighted in Yellow. Once clicked the below screen will appear.

Click on the Service Request notification to view the detail request. Once clicked the
below screen will appear. Click on Approve Service Request (Please refer the arrow mark
highlighted in Yellow)

Ver 1.0 For Internal Purpose P a g e | 15


Once it is clicked on Approve Service Request, the below screen will appear. The
approver can select Approve or Reject option and then click on submit.

2.0 Approving/Rejecting the request on email

The approver can Approve or Reject the tickets on Office or Mobile Outlook. They will
receive a notification on their email address and can click on Approve or Reject Button.
Please find below the snapshot.

Ver 1.0 For Internal Purpose P a g e | 16


End of the
Document

Ver 1.0 For Internal Purpose P a g e | 17

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