PROPOSAL

8. Select the option Service Request Management

followed by a
click on Request Entry to log the ticket in the system (as shown
below)

9. Select appropriate option from listed down for creating a new

ticket request.
EFL-Operations Support this option will be available
only for limited time and should be used to refer / update
work info of the old tickets which are in open state. User
should not create a new ticket based on this option.
EFL-Service Request Requests for which the approval is
required specifically SAP authorization tickets should be
logged in EFL Service Request. Once the ticket is logged
REQ number will be generated and request will go to core
team member for approval.
o If request is approved by core team member, in the
backend INCXXXXXXXXX number will be generated
for the respective REQXXXXXXXXX number, and will
be assigned to respective IT support group for further
process.
o If ticket is rejected for any reason by the respective
core team member the ticket will be closed in
Remedy and user can see the complete status for
which the ticket is rejected in his Remedy console.
Hence user has to create new ticket.
E.g. SAP Authorization request, Etc.
EFL-Incident Request tickets for which approval is not
required falls under EFL-Incident Request. It creates

PROPOSAL
incident number (Ticket number will start with

REQXXXXXXXXX) immediately and in Backend

INCXXXXXXXXX number will be generated and assigned to
respective IT support group
E.g. System is not working, email ID password reset, Etc.

Kindly refer below screen capture for exact option in application

Cl i ck here to
view ol d
requests / to
upda te the
open tickets

Do not us e this
opti on to create
a ny ti ckets, this
opti on will be
di s abled by 31st
Jul y 2015

Cl i ck here to create
new s ervice request
for whi ch approval is
requi red

Cl i ck here to
crea te new
i nci dent ti cket
for whi ch
a pproval is not
requi red

PROPOSAL

10. Enter the required details to create the ticket. Refer the screen
shot below for further clarifications.

Note:- All fields which are in bold category are mandatory field.

Sel ect the issue

type from the
drop down

Sel ect the exact issue

type

Sel ect Ca tegory 2

from the dra g
down

Enter s hort problem

des cription

Enter
i s s ue
des cript
i on i n
deta i l

Provi de
a l terna te
conta ct
No. i f a ny

Sel ect the

urgency
Cl i ck to
Submi t a nd
report i s s ue

Sel ect the

As s et ta g

Exa ct number
of Impa cted
Us ers

Sel ect a ppropria te

Function / Verti ca l for
whi ch the ticket
bel ongs or under
whi ch us er i s ha ving
i s s ue
Cl i ck to a dd
a tta chment i f
a ny

PROPOSAL
Function / Vertical User has to select appropriate Function /
vertical from the dropdown list for which the particular ticket
belongs. (As shown in the below screen shot). E.g. if the user is
from Direct Sales vertical and has an issue with MM
transactions then user should select the vertical as Supply chain
/Logistics and not as Direct Sales.

Cl i ck here to s el ect a ppropria te

Function / Vertical under which user is
ha ving is s ue.