SM_Dockets

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HP Service Manager
HP Service Manager
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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
 END USER >> The one who raises
and closes the docket.
 Support User >> The one who can
raise, assign, resolve & close the
docket.
SM DOCKET FLOW
End User
L1 Team (SSA)
L2 Team (Circle)
ITPC
L3 Team
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.
RAISING SM DOCKET
RAISING SM DOCKET
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.
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).
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.
Thank U
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