End User Guide - ITSM

Learn how to raise, manage incidents ticket and service requests

 • The URL to logon is https://support.avrioc.com
• You have access to your service desk’s knowledge base and
How to logon ? announcements even before you login.
• You always have to logon to raise a ticket.
• Click on “Login” in the top-right corner to do so.
 How to logon ?
You can single sign-on (SSO) to the portal with your
email and password.

Click on the “Sign in with SSO” option and this will

take you to Office 365 logon if you have not logged
in.

Please logon to Office 365 with your office 365

credentials and you will be signed in !
 How to logon ?
You can single sign-on (SSO) to the portal with your
email and password.

Click on the “Sign in with SSO” option and this will

take you to Office 365 logon if you have not logged
in.

Please logon to Office 365 with your office 365

credentials and you will be signed in !
How to raise an issue ?

Click on the Report an issue option to access the

ticket submission form.

Click on “Report an
issue” to raise a ticket
 How to raise an issue.?

• Please type in the subject and issue description

and submit it.

• The rest will be taken care by the helpdesk !

And all the progress will be updated via email
notifications for you.

• Alternatively, you can send an email to

helpdesk@avrioc.com, which will get created as
an incident ticket.
How to Request a service

Click on the “Request a service "option on the

bottom of your homepage
How to Request a service
Select the required service from the right
pane and provide details, submit the
request.
 How to access Knowledge Base ?

There will be solutions articles and

knowledge base available on the portal.

General articles can be accessed without

logging in and you have to logon to see the
other articles.

Click on “Browse help article” to

access the KB articles
Tracking your tickets!
When you click on the Tickets tab, you get a list of your tickets. By default, this list shows your open and
pending tickets, but you can change the filter to show just the resolved and closed
tickets or all your tickets:

You can also sort your tickets based on:

● Date Created
● Last Modified
● Status (default)
● Ascending order
● Descending order

From this list, click on the ticket you need to track. This opens the detailed view for the ticket, which provides
information like the name of the agent working on it, the current status, and any conversation that has
happened on the ticket so far.

You can also find your

pending ticket at bottom of
the portal home page
Tracking your tickets!
You can also check your ticket by clicking on 3 parallel lines at the top left corner and then selecting
tickets( as shown in image 2). You can see all the tickets raised by you and its status

1. 2.
 Approving
requests
Click on the Approve Requests tab to
view all the requests waiting for your
approval.

It is recommended that you do login

before accessing the Approve
Requests tab.

All the requests which are pending for

approval and the requests which are
already approved can be viewed under
Approve requests tab
Approving
requests
Thank you !!