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31 views6 pages

Document

Uploaded by

saroj.bdk2015
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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IRDAI BAP

Support Helpdesk
User Manual

Version: 1.0/ 30-Sep-2016


Incident Creation

Support Helpdesk: Incident Creation


An incident is created when End User has any query or issue regarding BAP portal.
Incident can be created from IRDAI BAP portal.

To access the: Support Helpdesk

Option 1:
1. Open a browser and enter the following address: www.irdabap.org.in. The
IRDA BAP portal home page is displayed.
2. Click Support Helpdesk tab. Helpdesk Login page is displayed.

3. In the User field, enter your user ID.


4. In the Password field, enter your password. In case you are accessing Support
Helpdesk for the first time, the initial password for all users will be “test123”.
5. Click Log On. The Change Password screen is displayed if you are logging in
for the first time or if your current password is in use for 90 days or more.
Otherwise, the Support Helpdesk page is displayed.
6. In case the password has expired, kindly send an email to
[email protected] to reset the password.

Version: 1.0/ 30-Sep-2016


Incident Creation

Option 2:

1. Open a browser and enter the following address: www.irdabap.org.in. The IRDA
BAP portal home page is displayed.
2. Click Login. The IRDA BAP portal login screen is displayed.

3. In the User field, enter your user ID.

4. In the Password field, enter your password. In case you are accessing Support
Helpdesk for the first time, the initial password for all users will be “test123”.
5. Click Log On. The Change Password screen is displayed if you are logging in
for the first time or if your current password is in use for 90 days or more.
Otherwise, the User Profile page is displayed.
6. In case the password has expired, kindly send an email to
[email protected] to reset the password.
7. After login click on Support Helpdesk tab.

Version: 1.0/ 30-Sep-2016


Incident Creation

To create an Incident

1. Click Create Incident tab to raise the ticket.

2. As soon as you click on create incident tab, below Screen of the ticket with your
name will appear in Logged by field.

Version: 1.0/ 30-Sep-2016


Incident Creation
3. Fill the required fields as mentioned below:

Field Description Remarks


Incident ID Auto generated Incident Comes automatically after saving
Number
Short Description Mention the summary of your Free text. Only 40 characters are
query or issue in short allowed.
Logged By Name of the person who is Comes automatically while creating
creating the incident will be
auto populated
Assigned To Person who will process the Keep this blank
incident
No of Users Impacted Number of people affected Numeric value
because of the issue
Severity Select the priority of the 1. Major (Critical) - Business
incident process stopped
2. Medium (High) -
Business process affected but
workaround available
3. Minor (Low) - Minimal
business process affected

Status Do not select any value here By default it is selected as “New” while
while creating incident creation
Type of Incident Users have to select one of the Total 4 types of incidents are there
types of incident from the 1. Bug : when system is not
given drop down list suitable performing in an expected
to their issue manner
2. Service Request: Any master or
cut over data loading,
navigation related, application
usage related, password unlock
will fall under the service
requests.
3. IRDA Incident: Any query or
clarification required from IRDA
user like application processing
by department.
4. Change Request: Any new
functionality or modification to
the existing functionally will fall
under the change requests.
Module Select the applicable module All the modules in BAP will be displayed

Category Select the suitable category This is a mandatory field

Sub-Category Select the suitable sub- This is a mandatory field


category
Reporting Company Select your company name All the names will be displayed in
dropdown. In case suitable name is not
available, you may select Others
Mobile Number Enter your mobile number for Non-Mandatory field
contact purpose
Email Enter your email Id for contact Non-Mandatory field
purpose

Version: 1.0/ 30-Sep-2016


Incident Creation

4. Give description in detail. It should contain the full description of your issue

5. Click Attachment to attach a document like snapshot of error, approval mail etc.
A pop will come to attach a file as you can see below. Click on browse then select
a file which needed to be uploaded and press open.
And finally click on attach to attach a file or document.

6. You can see your uploaded document as shown below.

7. Finally after filling all the details, just click on save to post an incident. A unique
number is generated for your incident and the same will be sent on email.

Version: 1.0/ 30-Sep-2016

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