DuFlon IT Helpdesk

Dear All,

We’re releasing a new help desk process which will be effective from 1^st February 2020.

The new process is one stop access to report any issues or raise a support requirements related to IT and SAP. You will be able to:

• Submit a new ticket
• Manage open and closed tickets you have submitted

To access the Helpdesk, there are two simple ways;

1. Simply go to: https://helpdesk.duflon.com to access our new helpdesk portal.
2. You can also send an email to [email protected] to submit a ticket.

To further simplify the access, the link to Helpdesk Portal will be added in your browsers default home page lists.

Once you submit your ticket, you’ll receive an email that confirms we’ve received your request.

Request Approvals

The new system has few activated workflows, which will ensure that the emails for necessary approvals of your department managers are directly forwarded to them and only after their approval the tickets will be available for action by IT team. The approver can reject the request or ask for corrections. For the processes for which no workflow mapping is done, the ticket will be opened and necessary communication will be done by IT team, if necessary. We request all to clarify / suggest required workflows / approvals to map them in helpdesk portal.

Forms

The latest versions of forms which are in use at present for IT support like authorization request, master data etc will be available in helpdesk.

Communication

Once online, users will not be required to send separate mail to MDC, Girish or Yogesh for any IT / SAP support requirement. All communication will be through [email protected]

Efficiency Monitoring

For efficient support and tracking of issues for delays / escalations, the Helpdesk portal has defined SLA (Service Level Agreement).

As part of go-live process, you will receive an invitation from the new DuFlon IT HelpDesk to create your own personal password to access your portal. Your DuFlon email id will be login / user ID.

For more details on Helpdesk please refer attached User Manual.

We hope to provide better support and simplify your interactions with IT / SAP through this. Please do share your observation / improvement points to make it more user friendly and efficient.

Regards,

DuFlon IT Helpdesk Team