Welcome to the help page of MBCPNL Helpdesk

Frequently Asked Question

General Queries

Sign into MBCPNL Service Desk.

• Go to : https://helpdesk.mahabcp.in/web/login
• You will see login page

Change or reset your password

• To change or reset your password, go to Sign In and click on ‘Reset Password’

• Enter your User ID and click on ‘Confirm’

• A confirmation mail will be sent on your email ID as given in the user profile.
• Open the confirmation email link

Update your profile

• Login into your account
• On the top right click on your name and then click on ‘My Profile’

• Towards the left side, click on ‘Edit’

• You can now update your email ID, primary contact and secondary contact

User Menu

Discuss

• After logging into the application, you will land on ‘Discuss’ page.
• You can access ticket related discussion from this page
• Inbox will contain all the unread messages that are sent to you. Once read, these messages disappear
• Channels are used for group communication. By default, all users will be a part of general channel
• Chats will show any direct messages from any other user

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Helpdesk

• After logging into the application, go to main menu on top left corner.
• Go to Helpdesk menu, where user can log, approve, assign, view or work on any ticket in which the user is involved

• Based on the access rights, users can get access to 1-4 ticket types – Incident, Request, Change Order, Planned Maintenance. Each ticket type can be selected from top horizontal menu

• In the list view, user can view all the tickets in which one is involved. Users can filter the tickets, group by various criteria and save the filter/group by criteria under favorites

Dashboard

• All users have access to respective dashboard. It will give quick information on the count of tickets and distribution of open tickets

• Select the ticket type and date range criteria to filter the data

Reports

• After logging into the application, go to main menu on top left corner.
• Users having access to reports will see the Reports menu

• Select the Reports menu to open Report selection wizard.

• Select the report name, enter the filter criteria and export the report

User Access

User Type

• User Type is the logical grouping of users created to provide access in the application. Your User Type will decide what tickets types – Incident, Request,Change Order or Planned Maintenance – are available for you. For each tickettype, what roles are available is already defined by the admin.

Site

• Each user can have access to single or multiple sites based on User Type. Site restricts users to raise tickets for respective sites only

User Role

• For each ticket, multiple users play their part starting from raising a ticket to closinga ticket. These users have limited access within a ticket based on their User Role forthe ticket. We have six different user roles in the application:
• Admin – This user role has the access to control and manage the ticket
• Requestor – This user role has access to create a ticket, view a ticket and close the ticket after it has been resolved
• Approver – This user role has access to approve tickets and view the ticket
• Assigner – This user role has access to assign, reassign and manage the ticket
• Assignee – This user role has access to start working on the ticket and complete the task
• Viewer – This user role has viewing access to all the tickets for the sites assigned

Incident

Raise a ticket

• Go to main menu and select Helpdesk
• Select Incident from the top horizontal menu and click on Create button to raise a new incident

• Select BCP name under Site from the dropdown (User can select the Site as per allocated BCP).

• Location dropdown will be auto-populated as per Site selection. Select the relevant option from the dropdown (Enter the Location of the incident like a building, or area)

• Sub-Location will be auto populated based on Site and Location selection. Select the relevant option from the dropdown (Enter the Sub-Location of the incident like a room, or lane)

• Under User Details section, select on whose behalf the ticket is being raised and who is the affected end user.
• By default, own username will be selected but you can edit it to add relevant usernames. The affected end user contact number and email IDs will be automatically fetched from the system.

• Under Ticket Area section, select the Department from the dropdown (This will decide under which department the ticket will be mapped to)

• Ticket Category will auto-populate based on the Department selection. Selectthe relevant option from the dropdown (Ensure that the right option is selected so that it can be assigned to concerned assignees and help resolve the ticket quickly)

• Ticket Sub-Category will auto-populate based on the Department and Category selection. Select the relevant option from the dropdown (Ensure that the right option is selected so that it can be assigned to concerned assignees and help resolve the ticket quickly)

• In Ticket Details section, Enter the summary of the incident in order to swiftlyunderstand the incident (e.g. AC has stopped working | Post AVCC sensor hasbecome faulty)
• Enter the description of the incident with additional information which is not mentioned in the summary (e.g. Exact issue being faced, details of the incident like how it occurred or how it was identified, when it occurred, any hardware related information etc.)

• User can also upload photos or documents as attachment by selecting Attachment tab and using Attachment button

• Once all the details are filled, user can click on save button and save the ticket in Draft state

• Click on Edit button to start editing any Draft tickets. You can again review allthe details and update the information before submitting it

• Once user clicked on Edit button user can change the detail and again click on save button

• Click on Confirm to submit the ticket

• Ticket creation notification will be sent to Assigners and Viewers both over emails as well as in-app
• Once the ticket has been submitted, user will not be able to edit any details. Enter any other information in the ticket log

• After the ticket is resolved, user can close the ticket by clicking on the Close button

Work on a ticket

• Go to main menu and select Helpdesk
• Select Incident from the top horizontal menu and in the list view user will see all the tickets that one is involved with

• By default, Tickets are grouped asoMy Incidents – All the tickets that are raised by the user or raised on behalf of the user and not closed will be grouped under this category oIncident for Assigning – All the tickets that are pending for assigning will be grouped under this categoryoIncident Assigned – All the tickets that are assigned will be grouped under this categoryoIncident for Viewing – Users not involved directly in the tickets, but hasviewing access rights will see all the open tickets and not raised by himunder this categoryoOthers – All closed tickets will be shown here

• Assignee will select the Incident and click on start button to start working on that incident

• The ticket status will change to Work in Progress and all relevant users for an incident will get notification that Task has been started.
• User will have to complete the task outside of the application, enter any comments as Log notes or Send message
• In case if any spare part or any access is required, enter the details in the Lognotes, Assigner will raise a request for that on the user’s behalf

Escalate ticket and Notify Vendor

• In case if the user is unable to complete the task, one can escalate the ticket (Use it to inform service desk team that you need additional help to resolve the ticket)

• A new pop-up wizard will open, enter the reason of escalation in it and click on Confirm to submit

• Once a ticket is escalated, you are no longer an assignee to the ticket
• In case if the user is unable to complete the task, one can notify to the vendor as well (Use it to request the vendor to log a ticket at their end)

• A new pop-up wizard will open, select the appropriate vendor and click on Notify to submit. This will send an automatic email to the vendor’s email ID inthe system

• User has to follow-up with the vendor outside of helpdesk application and enter comments in the Log note based on the follow-ups

Request

Raise a ticket

• Go to main menu and select Helpdesk
• Select Request from the top horizontal menu and click on Create button to raise a new request

• Select an appropriate option under Request For field

• Select BCP name under Site from the dropdown (User can select the Site as per allocated BCP)

• Location dropdown will be auto-populated as per Site selection. Select the relevant option from the dropdown (Enter the Location for which the user is requesting like a building, or area)

• Sub-Location will be auto populated based on Site and Location selection. Select the relevant option from the dropdown (Enter the Sub-Location for which the user is requesting like a room, or lane)

• Select on whose behalf the ticket is being raised. By default, own username will be selected but you can edit it to add relevant usernames.

• Under Ticket Area section, select the Department from the dropdown (This will decide under which department the ticket will be mapped to)

• Ticket Category will auto-populate based on the Department selection. Selectthe relevant option from the dropdown (Ensure that the right option is selected so that it can be assigned to concerned assignees and help resolve the ticket quickly)

• Ticket Sub-Category will auto-populate based on the Department and Category selection. Select the relevant option from the dropdown (Ensure that the right option is selected so that it can be assigned to concerned assignees and help resolve the ticket quickly)

• In Ticket Details section, Enter the summary of the request in order to swiftly understand the request (e.g. BCP Application ID creation OR Transport User Transfer – Acchad to Hadakhed)
• Enter the description of the request with additional information which is not mentioned in the summary (e.g. Exact request detail, user who requires it or whether any permission is required or already taken from different department etc.)

• User will see Service Request tab if the Request For selection at the top is service request. Select whether the service request is for the BCP application ID creation (On selection of Yes, Additional Details section will appear)

• In the Requestor Details Section, select the Requestor Status from the dropdown.

• If the status is New Employee, then rest of the fields will be blank else the user details are fetched automatically only if the behalf of user is present in the Helpdesk application.

• If the status is Transferred, then From and To fields will appear. Select the appropriate sites

• Enter the other blank fields like Reporting To, Employee Code or Reporting Contact

• Enter all the fields in the additional section. If the current address is same as the permanent address, then tick the checkbox at the bottom if not then enter permanent address manually.

• User can also upload photos or documents as attachment by selecting Attachment tab and using Attachment button

• Once all the details are filled, user can click on save button and save the ticket in Draft state
• Click on Edit button to start editing any Draft tickets. You can again review allthe details and update the information before submitting it
• Once user clicked on Edit button user can change the detail and again click on save button
• Click on Send Request to submit the ticket
• Ticket creation notification will be sent to Approver, Assigner and Viewers both over emails as well as in-app
• Only after the approval from the Approver, Assigner will be able to assign the ticket and Assignees can start working on it.
• Once the ticket has been submitted, user will not be able to edit any details. Enter any other information in the ticket log
• After the ticket is completed, user can close the ticket by clicking on the Close buttoncd