Service Management Suite™ Quick Start Guide

Switches to the "Create Ticket" tab in the top tab bar.

This tab allows you to create tickets for the specified person. Enter a customer's name, phone number, login id or any combination and press [ENTER] or "Create Ticket" button.

Switches to the "Find Tickets" tab in the top tab bar.

Enter either a ticket number or customer and associated tickets. Use double quotes around sets of words to create phrases. If a phrase of keywords is included in double quotes, then the Giva search engine returns only exact matches.

Switches to the "Find Knowledge" tab in the top tab bar. This tab is only available when using the Giva eKnowledgeManager™ module.

Enter either a knowledge record number or keyword(s) to find knowledge.

Switches to the "Find People" tab in the top tab bar. Enter a customer's name, phone number, login id or any combination.

Click on the "Create Ticket" tab.

Enter a customer's name, phone number, login id or any combination, as applicable. Press [ENTER] or click "Create Ticket" button. (The more information entered, the higher the probability of returning an exact match. However, the amount of detail required for an exact match is driven by the quantity of customer profiles in the database.) The next screen you will see is a ticket. Select a Nature of Request, complete the Subject and select a Severity Level as a minimum. Select an Assignee, if applicable. If there are optional fields, select that appropriate items from the menus. Select appropriate Status and click "Create".

Enter the ticket number in the "Find Tickets" tab. Press [ENTER] or click "Find Tickets".

Enter the customer's name in the "Find Tickets" tab. Press [ENTER] or click "Find Tickets" button. A list of names to choose from is displayed to make sure you can narrow the search down to the correct customer. Click on the customer's name. A history of tickets is displayed.

In the top navigation, select Tickets → Search Tickets By Customer and refine search criteria.

Enter the knowledge record number or search criteria using words or phrases into the "Find Knowledge" tab. Use double quotes around sets of words to create phrases. Press [ENTER] or click "Find Knowledge" button.

In the top navigation, select Knowledge → Search Knowledge and refine search criteria.

In the top navigation, select Tickets → Search Tickets by Issue or Search Tickets by Customer from the drop down menu. If a phrase of keywords is included in double quotes, then the Giva search engine returns only exact matches. Refine your search criteria.

On the Dashboard page, above "My Charts", there are Ticket Information Grids that can be selected from a drop-down menu above the grid. Select "My Open Tickets". You can sort by any column by clicking on the column heading.

For a configurable report, use the Keyboard shortcut, [CTRL] + [SHIFT] + [O], or, in the top navigation, select Tickets → My Open Tickets. You may configure the report by checking the "Show Filters" box. You can sort by any column by clicking on the column heading.

In the top navigation, select Tickets → All Open Tickets.

You may configure the report by checking the "Show Filters" box. You can sort by any column by clicking on the column heading.

For IE 7 or later and Firefox users, select "Dashboard" in the top navigation and right mouse click to select, "Open Link in New Tab". You can open as many tabs as desired.

Enter a customer's name, phone number, login id or any combination in the "Find People" tab. Press [ENTER] or click "Find People" button. A list of names to choose from is displayed to make sure you can narrow the search down to the correct customer. There are 3 vertical dots on the right. Mouse over the dots and select "Edit" from the list to edit the profile.

From the top navigation, mouse over the blue "+" and select People. Complete all required fields. Add Customers via bulk import by selecting in the top navigation under your login name Administration → Advanced Set-up → Batch Import People.

In the top navigation select Reports → All Reports. Click on the desired report you would like to run. You may configure the report by checking the "Show Filters" box if it is not already checked. To download report into Excel, select the "Export to CSV" option. To download report into PDF format, select the "Export to PDF" option.

On any Report that has columns, click on the column heading to sort the Report by that criteria.

From the top navigation mouse over the blue "+" and select Knowledge. Complete all required fields.

From the top navigation select Knowledge → FAQ & Most Frequently Used.

Step 1: Consider Adding a Marquee Message to alert appropriate Service Groups of the emergency situation. This is a message that scrolls along on top of the Giva application. From the top right navigation select Alerts → Marquee. Select "Add New Message", select Service Groups, type a message and select expiration date, if appropriate. As an option, you can send an email and page of the Marquee Message to a group of people predefined by your Administrator by clicking "Send Marquee Message Notification".

Step 2: Use your favorite way to create a new ticket. In create ticket mode, under the "Actions" section of the right navigation, check "Convert into a New Tsunami Event" in the lower right-hand side of the ticket. As an option, you can send an email and page of the Tsunami ticket to a group of people predefined by your Administrator by leaving checked "Send Tsunami Notification(s)". Complete ticket in routine manner.

Use your favorite method to create a new ticket. In create ticket mode, click the "Add to Tsunami" link in the red horizontal attention bar at the top of the ticket. Select appropriate Tsunami by verifying with the brief description.

Press [CTRL] + [S] or click "Create".

From the top right navigation select Alerts → Broadcast. This is a message that people will see before logging into Giva. Select "Add New Broadcast", select Service Groups and/or customers, type a message and select expiration date, if appropriate. Click "Save".

On the Dashboard page, above "My Charts", there are Ticket Information Grids that can be selected from a drop-down menu. Select, "My Created Tickets". This displays all tickets created by you and still open. Alternatively, use the Keyboard shortcut, [CTRL] + [SHIFT] + [S], which runs "My Created Tickets" Report or select "Reports" in the top navigation to access all Reports.

In the top right navigation select Alerts → Marquee. Select "Add New Message", select Service Groups and/or customers, type a message and select expiration date, if appropriate. As an option, you can send an email and page of the Marquee Message to a group of people predefined by your Administrator by clicking "Send Marquee Message Notification". Click "Save".

In the top navigation select Tickets → My Open Tickets or All Open Tickets. Click the checkbox next to each ticket you wish to print. Click the "Print Items" button below. The standard Print window will appear. Click "OK" to print ticket. Do not click the Print button in your browser or select File → Print from the top of your browser.

You can create a "Child" ticket, which is subsidiary to the original ticket and then becomes a "Parent" ticket. For example, you could create several child tickets that relate to a certain overall task, like having a "New Employee" parent ticket with child tickets to install a phone for them, setup a new PC, get them an email address, etc. Go to the ticket where you want to create a child ticket and click on the "Create child ticket" link in the "Actions" section on the right. Select the appropriate customer of the new child ticket. Finally, complete all the required fields in the child ticket. Click "Create" and the child ticket will be created.

You can make a copy of any ticket. Go to the ticket that you want to copy and click on the "Duplicate ticket" link in the "Actions" section on the right. You must now select the new customer for the copy of the ticket. An exact copy of the ticket will appear with the new customer selected.

In the top right navigation select your name → Personal Preferences. Carefully review options available to make sure that the system is optimized to meet your needs.

Only some Service Group members or Administrators can do this. In the top right navigation under your name select Get Help → and click on the blue box "Create Giva Support Ticket" and complete required fields.

Displays a list of all Giva keyboard shortcuts for the current page with a list of their descriptions.

NOTE: Since there are so many different keyboard shortcuts available, this is the most useful shortcut to remember because it shows all shortcuts available on the current page.

Return to the Dashboard Page from any page in application.

Submits searches for the field in which your cursor is placed.

Create New Ticket.

Prints the current page.

Runs "My Open Tickets" Report.

Opens the "Reports" page in a new window.

Runs "My Ticket Count" Report.

Return to top of any page.

Return to top of any page.

Takes you to the search box in the top navigation which is on every page.

Opens the "Assets" tab (when asset management is enabled.)

Opens the "Customer" tab.

Opens the "Feedback" tab. (Only available to managers. A customer satisfaction survey has to be filled out by the customer.)

Opens the "Children" tab (when available.)

Opens the "Knowledge" tab (when knowledge base is enabled.)

Opens the "Parent" tab (when available.)

Opens the "Change Requests" tab (when change management is enabled.)

Opens the "Summary" tab.

Opens the "Tsunami" tab (when available.)

Jump to the "Assignee" field.

Jump to the "Service Group" field.

Jump to the "Severity Level" field.

Jump to the "Submit Method" field.

Jump to the "Quick Ticket" field (only available in Create mode.)

Jump to the "Root Cause" field.

Jump to the "Status" field.

Opens the "Add Attachment" dialog box.

Jump to the "Brief Description" field.

Opens the "Copy Ticket" dialog box.

Jump to the "Detailed Description" field.

Opens the "Create Child Ticket" dialog box.

Jump to the "History Note" field.

Jump to the "Resolution" field.

Opens the "Attach Screenshot" dialog box.

Saves the current ticket (the same as clicking the "Create" button in Create mode and the "Save" button in Edit mode.)

In Create Mode: Creates the ticket and shows the "Print" screen (the same as clicking the "Create & Print" button).

In Edit Mode: Saves the current ticket and goes to the next page (the same as clicking the "Save & Exit" button).