Document No FSD-Self-service portal
Functional Specification Document Version No
Author
1.1
Osama Almashaleh
Date
Requirement Build Self-service Portal
Module General
Program Type Form
[Form/ Query/Processing]
Form ID New
Functionality
Current Functionality & Gaps
New self-service portal screens need to be developed to help users find answers and resolve their issues as the following requirements:
1. Log issue screen
This screen will be used by the all users to record the new incidents:
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Document No FSD-Self-service portal
Functional Specification Document Version No
Author
1.1
Osama Almashaleh
Date
Call logged by: the logged user will be captured automatically
Call type: Pre defined LOV to capture the Log type, the log type example
o BUG: System function bugs
o Change Request: system function new changes
o Clarification: user is asking for clarification
o Data correction: Data needs to be corrected.
o Enhancements: new suggested enhancements.
o Reports: New/modify Reports.
o Performance: system performance related issues.
o User Access: user authority and access rights
Module: pre-defined module list to cover all system modules:
o Finance
o Purchase
o Stock
o Sales/CRM
o Service
o HRMS
o MyLog
URL/Form Name: the name of the screen or the URL for the screen.
Recurring Call: if call is recurring call, the reference call will be selected.
Priority: Call Priority
o Show stopper
o High
o Medium
o Low
Subject: Incident Subject
Incident Description: Details Multi line Incident descriptions
Suggestion: user suggestion (Optional field).
Chose file and Attached: Allow the user to choose and attach supporting screenshots and documents for the Incident.
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Document No FSD-Self-service portal
Functional Specification Document Version No
Author
1.1
Osama Almashaleh
Date
2. Call List Screen
New screen will be used to list, filter and update the calls as following:
Call Status
Call Delivery Incident Support User Call User Reported Closed URL/Form Assigned
Action Log Subject Module Updated
Ref Date Description Status Status Type Priority By Date Name To
Date Date
View/Edit
View/Edit
The list will be defaulted for the Pending List by default, the user will be able to change the filtration criteria.
User is able to edit the call and change the user status, Upload files, comments.
Support Status will be defined as:
o Pending: Still not action on the call
o WIP: the call status is work in progress
o Delivered: the IT team deliver the complete and implement the solution.
User Status: the user will be able to update the status as following
o Pending: this is the initial status defined by the system.
o Reopen: user will change it to reopen if the delivered solution is not accepted.
o Closed: the issue is completed and closed.
Closed date: date of user closes the call.
Status update date: last updated status
Additional Validation
The admin user for self-service portal is be able to assign the incidents to ERP team.
Admin and ERP team can see all calls.
ERP team and logged user is able to add comments to call and history of comments can be viewed
Normal user can see only his calls.
Prepared By Approved By
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