Frequently Asked Questions

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• User Manual
• API Document

To request new access or a change in permissions, please follow these steps:

Steps to Request Access:

1. Log in to the Helpdesk Self-Service Portal
   Use your organization credentials.
2. Go to “Request Services” → “Access Request”
3. Complete the Access Request Form
   Provide the following details:
   
   • System or resource name (e.g., SAP, SharePoint, Network Drive)
   • Type of access needed (e.g., Read, Write, Admin)
   • Business justification for the request
   • Duration of access (temporary or permanent)

1. Submit the Request
   Your request will be routed to the appropriate approver (typically your manager or application owner).
2. Approval Workflow
   Once approved, the IT team will process the request and provision access.
3. Confirmation
   You’ll receive a notification email once access has been granted or if further information is required.

To request access:

1. Go to “Request Services” → “Application Access Request”
2. Specify:
   • Application name (e.g., CRM, HR Portal)
   • Type of access (Viewer, Editor, Admin)
   • Reason or business need
   • Manager for approval

         3. Submit the form.
               Access will be provisioned upon approval.

For Account Creation (New Joiners):

1. Log in to the Helpdesk Self-Service Portal
2. Navigate to “Request Services” → “New User Account Request”
3. Complete the Request Form:
   
   • Full Name of the user
   • Designation and Department
   • Start Date
   • Required access (e.g., email, domain login, software tools)
   • Manager or team lead (for approvals)

1. Submit the Request
   Once approved, IT will create the account and share credentials securely.

❌ For Account Deactivation (Exit or Transfer):

1. Go to “Request Services” → “User Account Deactivation”
2. Fill Out the Form With:
   
   • User's name and department
   • Last working day
   • Services to disable (email, VPN, application access)
   • Backup owner for emails or files (if applicable)

1. Submit for Processing
   The IT team will disable access on the specified date and archive data as per policy.

📌 Notes:

• HR or the reporting manager must initiate account creation and deactivation requests.
• Standard SLA applies: 24–48 hours for account provisioning.
• Immediate deactivation is supported in case of emergency terminations.

To track your change request:

1. Go to “My Requests” or “All Changes” in the portal.
2. Filter by request ID, title, or status.
3. View:

• Current status (e.g., Scheduled, Approved, Implemented)
• Assigned change implementer
• Scheduled date and related notifications

Notifications will also be sent at key milestones (approval, implementation, closure).

For mobile devices:

1. Open the Mail app or install Outlook
2. Tap Add Account
3. Enter your email address and tap Next
4. Select IMAP
5. Enter the following:
   
   • Incoming server: imap.yourdomain.com, Port 993
   • Outgoing server: smtp.yourdomain.com, Port 587
   • Use SSL/TLS or STARTTLS encryption

1. Save and sync

📱 Outlook app is recommended for better enterprise security support.

 Description

To set up your email on Microsoft Outlook:

1. Open Outlook and go to File → Add Account
2. Enter your email address (e.g., yourname@company.com)
3. Choose IMAP or Exchange (as instructed by IT)
4. Enter:
   
   • Incoming mail server: imap.yourdomain.com
   • Outgoing mail server: smtp.yourdomain.com

1. Provide your full email credentials and click Next
2. Outlook will test settings and complete the setup

To connect to the VPN:

1. Open the VPN client (e.g., FortiClient, Cisco AnyConnect, OpenVPN).
2. Enter your VPN server address and credentials.
3. Click Connect and wait for authentication.
4. You may be prompted for a second-factor code (OTP).

📌 If connection fails:

• Verify credentials
• Check internet access
• Ensure your firewall or antivirus is not blocking the VPN
• Raise a ticket if error persists

To escalate:

1. Open the ticket in the Helpdesk portal.
2. Click “Escalate” or “Raise Priority” (if available).
3. Alternatively, contact the Application Support Manager or IT Helpdesk and provide the ticket number.
   Escalated tickets are reviewed by senior support staff within SLA windows.

 To report:

1. Access the Opfrasu Self-Service Portal
2. Go to “Report an Incident” → “Network Issue”
3. Provide:
   
   • Location (floor, building, branch)
   • Affected system(s) or users
   • Error messages (if any)
   • Time when the issue started

1. Submit the ticket

Our IT team will respond based on network monitoring alerts and priority.

 To report an issue:

1. Log in to the Helpdesk Self-Service Portal.
2. Go to “Report an Incident” → Select the affected application.
3. Fill in:
   
   • Application Name (e.g., SAP, Zoho, HRMS)
   • Problem description and steps to reproduce
   • Screenshot or error message (if available)

1. Submit the request.
   The IT team will acknowledge and assign the issue based on priority.

 To request a new feature or enhancement:

1. Go to “Request Services” → “Feature Request”
2. Provide:
   
   • Application name
   • Detailed description of the requested feature
   • Business benefit or use case

         3.   Your request will be reviewed by the Application Owner or Change Advisory Board                    (CAB) before scheduling.

 To request software installation on your system, please follow the steps below:

1. Log in to the iTop Self-Service Portal.
   Use your organizational credentials to access the portal.
2. Navigate to “Request Services.”
   Under this section, choose “Software Installation Request.”
3. Select the Software Needed.
   Fill out the form with:

• Software name and version (e.g., Microsoft Visio 2021)
• Business justification
• Required license type (if applicable)

           4.     Submit the Request.
              Once submitted, your request will be reviewed by the IT team.

          5.    Approval Process (if required).
              Some software may require approval from your department head or licensing team.

        6.   Installation by IT Support.
             After approval, our support team will either:

              Remotely install the software via endpoint management, or

              Schedule a visit to your workstation.

         7.    Completion & Notification.
             You will receive a notification once the installation is complete.

Notes:

• Unauthorized software installations are not permitted.
• For urgent requests, please call the IT helpdesk after submitting your ticket.
• Software must comply with company licensing and security policies.

Change Requests are reviewed based on:

• Business impact
• Risk assessment
• Technical feasibility
• Scheduling and resource availability

Normal and Emergency Changes often go through the Change Advisory Board (CAB).
Approval steps are recorded in Helpdesk, and the change moves through statuses like Draft → Approved → Implemented → Closed.

Self-Service Password Reset (If Enabled):

• Go to the Login Page of the respective system (e.g., Email, Domain, Application).
• Click “Forgot Password” or “Reset Password.”
• Enter your registered email address or username.
• Follow the instructions sent to your email or mobile device.
• Create a new password that meets security requirements.

Request IT Support for Manual Reset:

• Log in to the Helpdesk Self-Service Portal
• Go to “Request Services” → “Password Reset Request”
• Fill in the required details:
• Username or Email ID
• System or Application name
• Reason for reset
• Submit the request
• Once processed, you will receive a temporary password or a reset link via your registered communication channel.

Password Policy Reminder:

• Minimum 8 characters
• At least one uppercase letter, one number, and one special character
• Avoid using previous 5 passwords
• Change password every 90 days (if enforced by policy)

Important:

• Do not share passwords with anyone.
• Change your temporary password immediately after login.
• Report any suspicious login activity to IT Security.

Suspended accounts can occur due to inactivity, security violations, or temporary deactivation. To restore access, follow the process below:

Steps to Re-enable a Suspended Account:

• Log in to the Helpdesk Self-Service Portal
• Navigate to “Request Services” → “Account Re-activation”
• Fill in the Following Information:
• Full Name of the user
• Username or email ID
• Reason for reactivation
• Date when account was suspended (if known)
• Systems or services to reactivate (e.g., Email, Domain Login, VPN)

Submit the Request

Approval Process (if required):

• Depending on your organization’s policy, the request may require approval from HR, the reporting manager, or IT Security.

Account Re-activation:

• Once approved, the IT team will:
• Re-enable the account
• Reset the password (if needed)
• Restore access rights and notify the requester

Important Notes:

• Accounts inactive for over 90 days may require new approvals or re-onboarding.
• If the account was suspended due to security incidents, clearance from the Security team is mandatory before reactivation.
• Temporary reactivation can also be requested for auditing or handover purposes.