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1、Service-Now Overview Training for End Users,January 2010,Design. Build. Ship. Service.,Click mouse or spacebar to continue,2,Introduction 导言 How to Access Service-Now? 如何访问 Service-Now? Homepage Overview 首页概览 Submit an Incident Ticket 提交事故单 Submit a Service Request Ticket 提交服务申请单 Summary 摘要,Table of
2、 Contents 目录,Click or spacebar to continue,3,The purpose of this Quick Guide is to educate end users on how to submit requests or tickets using the new Service-Now software 本快速指南的目的是教导用户如何提交Service-Now系统的服务申请或事故单,1. Introduction 导言,Click or spacebar to continue,4,If you are inside our Flextronics ne
3、twork or connected remotely via VPN (如果您是在我们的伟创力内部网络里或通过VPN远程连接) : 1. Start (启动) Internet Explorer 2. Enter (输入) http:/ If you are outside our Flextronics network and without VPN (home PC, Internet caf, e.g.) (如果您是在我们的伟创力网络之外并没有VPN连接（例如 家里的电脑, 网吧,等）： Start (启动) Internet Explorer 2. Enter (输入) http:/
4、 Enter your network domain name, network user name, and password (输入您的网络域名，网络用户名和密码 ),2. How to Access Service-Now? 如何访问 Service-Now ?,Click or spacebar to continue,2. How to Access Service-Now? 如何访问 Service-Now ?,Training Material 培训资料,Service-now链接,6,Introduction How to Access Service-Now? Homepag
5、e Overview 首页概览 Submit an Incident Ticket Submit a Service Request Ticket Summary,Table of Contents 目录,Click or spacebar to continue,7,3. Homepage Overview 首页概览,Click or spacebar to continue,Once you logon to the SNC, it displays your Homepage 一旦你登录到Service-now，它会显示您的首页,8,This is the News section. Y
6、ou can click on a news title to see more information about it 这是新闻栏。您可以点击新闻标题，查看更多的信息,3. Homepage Overview 首页概况,Click or spacebar to continue,9,This is where you tell us what kind of help or service you need 你可在这里告诉我们 您需要的服务或协助,3. Homepage Overview 首页概况,Click or spacebar to continue,Report an Incide
7、nt 报告事故 Report a Priority 1 Incident 报告第一级事故 Request on Behalf of 代别人提出 General Request for Change 一般的系统变更申请,10,You can enter a keyword here and search for related request forms and knowledge articles 你可以在这里输入关键字和搜索有关的申请表和知识库的文章,3. Homepage Overview 首页概况,Click or spacebar to continue,11,If there is
8、any request pending for your approval, new PC request from your employee e.g., it will show in the My Pending Approvals section 如果有任何申请需要您的批准, 例如你的下属要求新的PC, 都会显示在”My Pending Approvals” 里,3. Homepage Overview 首页概况,Click or spacebar to continue,12,Any outstanding problem tickets submitted by you will
9、display here in the My Open Incidents section 您提交而未完成的事故单将显示在”My Open Incidents” 里,3. Homepage Overview 首页概况,Click or spacebar to continue,13,Any outstanding service requests (new software, change account, e.g.) submitted by you will display here in the My Requested Items section 您提交而未完成的服务申请(如新软件,更
10、改帐户,等)将显示在”My Requested Items”,3. Homepage Overview 首页概况,Click or spacebar to continue,14,You can click on a ticket number to check status, add your comments, view comments from IT staffs, and cancel the ticket 按一下单号, 您可以查看其状态，加入您的评论，查看IT人员的评论, 并可取消此单号,3. Homepage Overview 首页概况,Click or spacebar to
11、continue,15,Click on the Homepage link will take you back to your Homepage 点击此链接可带您回到您的主页,3. Homepage Overview 首页概况,Click or spacebar to continue,16,These links shows all of your outstanding and closed tickets submitted by you 这些链接可显示所有你提交但未完成或已关闭的事故和申请单,3. Homepage Overview 首页概况,Click or spacebar t
12、o continue,17,You can set delegates and set email notification preferences using My Profile 通过“My Profile“, 您可以设置您的代表和电子邮件通知的偏好设置,3. Homepage Overview 首页概况,Click or spacebar to continue,18,Introduction How to Access Service-Now? Homepage Overview Submit an Incident Ticket 提交事故单 Submit a Service Requ
13、est Ticket Summary,Table of Content 目录,Click or spacebar to continue,19,Report an Incident link is used to request an IT service to fix or to repair something that isnt working anymore Report an Incident 链接是用于对IT提交处理或修复不能正常工作的IT系统或设备,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,2
14、0,This is the Report an Incident form after you clicked on the link from your Homepage. Questions with red marker are mandatory to be answered by you 在点击“Report an Incident“链接之後, 会出现此表单. 用红色标记的问题是必需回答的.,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,21,Your name is already entered.
15、 If you are submitting a request on behalf of another employee, you can change to his/her name 表单上默认的是你的名字, 如果您要代同事提交, 你可以改为他/她的名字,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,22,Then select a category name that has the closest matched to the repair service you are going to reque
16、st 然后选择一个类别名称具与你要求的是最相配的维修服务,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,23,You can just start typing here and the system will provide you with the closest matched 你可以开始在这里输入，系统将提供最接近的清单,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,If the auto-complete doesnt
17、 give you what you are looking for, try entering an asterisk “*” in front of your search term, “*email” e.g. Do BEWARE that “*” as the first character in search term only works in this box 如果系统不能自动给你所需要的,请尝试在搜索字词前添加星号“*”. 例如 “*Email“ . 请注意, 星号“*”的用法只能在此框中使用,24,Or you can click on the magnifying glas
18、s icon to browse the list of available category names 或者，您可以点击放大镜图标来浏览可用的类别名称列表,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,25,The list displays on a separate window 列表会在另外的窗口中显示,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,26,Once you found it, click on the
19、category name 一旦找到你需要的，请於分类名称上点击,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,27,Next, describe the problem you are having. You can also add file attachment,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,28,This is an optional question to answer. If you are repo
20、rting a software problem and you dont use your normal network name to login to that software, you should provide the login name here,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,29,System already filled these 2 boxes for you. You can change the contact information to another emai
21、l address or phone #. You can also change the site name affected by this problem,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,30,You can click here to attach files,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,31,Click the word “Attachments” to view or change y
22、our attached files,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,32,Finally, click the Submit button,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,33,Your request is now entered into the system with this ticket number,4. Submit an Incident Ticket 提交事故单,Click or
23、spacebar to continue,34,Your ticket is routed to the responsible IT team. Once a member from that IT team is assigned to your ticket, his/her name will appear in the Assign To box,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,35,You can add any additional comments here and IT staf
24、fs will see it 您可以添加任何额外的意见, IT人员在这里将看到它的,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,36,If you no longer require this service, you can cancel it here 如果不再需要此服务，你可以在这里取消,4. Submit an Incident Ticket 提交事故单,Click or spacebar to continue,37,Introduction How to Access Service-Now? H
25、omepage Overview Submit an Incident Ticket Submit a Service Request Ticket 提交服务申请单 Summary,Table of Content 目录,Click or spacebar to continue,38,Unlike an incident ticket where you report something isnt working, you submit a service request ticket to ask for something new such as a new PC, software,
26、change report, etc 与事故单不同, 提交IT服务申请单是要求提供新的IT系统,服务或设备,如新的个人电脑，软件，变更系统的报表等,5. Submit a Service Request Ticket 提交服务申请单,Click or spacebar to continue,39,For example, you want a new report in the S software. Enter salesforce e.g. in the search box 例如，您希望在S的系统里建新的报表。可在搜索框中输入Salesforce,5. Submit a Service
27、 Request Ticket 提交服务申请单,Click or spacebar to continue,40,SNC will show you knowledge articles and request forms that are related to the Salesforce software. You can pick a form Service-Now会列出与Salesforce相关的知识库文章和申请表. 你可选其一,5. Submit a Service Request Ticket 提交服务申请单,Click or spacebar to continue,41,Yo
28、u answer these questions. Add attachment if suited and click the Order Now button to submit 你需要回答这些问题。如果适合，可添加附件，然后点击“Order Now“按钮提交申请,5. Submit a Service Request Ticket 提交服务申请单,Click or spacebar to continue,42,After you clicked the Order Now button, your request is submitted into SNC with this tick
29、et number. SNC will route this to the responsible IT team 当您点击“Order Now“按钮，您的申请会被提交到Service-Now而此号码就是申请单号. 而Service-now会把申请转送到负责的IT团队,5. Submit a Service Request Ticket 提交服务申请单,Click or spacebar to continue,43,You can click on the “+” sign to see status of your request & you can click on the ticket
30、 # to view details, add comments, etc 您可以点击“+”号，看看申请单的状态,并且你可以点击单号查看其详细信息和注释等,5. Submit a Service Request Ticket 提交服务申请单,Click or spacebar to continue,44,Introduction How to Access Service-Now? Homepage Overview Submit a Problem Ticket Submit a Service Request Ticket Summary 摘要,Table of Content 目录,C
31、lick or spacebar to continue,45,6. Summary 摘要,We have showed you: How to logon to the Service-Now Overview of your Homepage Submit a problem ticket to request a repair service to something thats broken Submit a service request ticket to request something new or change 我们向您展示了： 如何登录到Service-Now 概述你的网页 提交事故单，要求处理或修复不能正常工作的IT系统或设备 提交服务申请单要求新的或更改IT系统或设备,If you have questions, please post them on the Discussion Forum at Service-Now Information and Support site. 如果您有问题，请把问题张贴於Service-now的论坛Service-Now Information and Support site, 或联络Site IT,Click or spacebar to continue,46,Thank You,