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Process to raise IT Support tickets

By Using automation resolve
the issue by own.
https://automation.airtel.com

Visit at Service Now portal to

create ticket (IM & SR)
https://airtel.service-now.com

Client Voice Call to Central IT SD agent get aligned

18001023900 / 53123

Email to Central IT
Central.Ithelpdesk@airtel.com

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Password reset process

Send SMS Send SMS

Type – RESET <<space>><<OLMS Type – UNLOCK <<space>><<OLMS ID>>
ID>>Send to 38493 (From Airtel Send to 38493(From Airtel registered
registered Mobile number) Mobile number)

You will get auto You will get auto

SMS
generated generated
acknowledgment SMS. Process acknowledgment SMS

You will get the new

Get a confirmation
password through SMS
through SMS

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Automation Assistant

•Self-Help – This is single click solution through that

can resolve the issue by own following below URL –

•https://automation.airtel.com
•Chatbot – You can chat with automated Artificial
intelligence as per your query and resolve your issue
by own

SELF-HELP & CHATBOT

Automation is built in Artificial Intelligence technology and It’s available anytime
anywhere, This is customized as per airtel environment which supports & respond end-
user queries and provide available solutions & suggestions as per end-user inputs,
which also help end-users to create tickets for those issues where no solutions are
available.
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Boxer Configuration
Launch VMware and
accept User License

Follow configuration steps Enter AD credential

Enter AD credential Mail Configuration Done

Login using your Email Refer the SOP for more detail

Boxer

Install Intelligent hub Contact to Central IT for

support if needed

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 DUO Configuration
DUO Installation Login VPN
Download DUO application from Login your Cisco VPN using
Play store and install your OLMS ID &
1 4 Credentials

Activation Request acceptance

Do the Activation using below Get the popup in you your
link- DUO app for acceptance
https://itunes.apple.com/us/a
2 5
pp/duo-mobile/id422663827

Select OS type Refer SOP

Choose your OS type like Refer SOP for more detail
Android or IOS
3 6

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IMAC process Asset allocation
basis on
requirements Fulfill your
IT Head approval requirement
require

RM approval
require in Service
now
Need to create the Text here
request in Service
Now
Installation

Asset Allocation

IT Head Approval Asset allocation &

Configuration
done.
RM Approval

Requestor

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Policy Change Request
Validation
Validation will be done
by PCR team and grant
the access accordingly

Step 4
Completion
Request Requirement fulfilled

Step 3
Request need to create
by user with valid
business justification Step 2

Approvals
Step 1

RM & IT Head approval

needed.

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SOD request SOD desk validate the
approvals and assign
the request to Fulfill requirements
CSO approval implementation team
needed to fulfill the
requirement
RM & IT Head
approval require

Once request will Completion

be raised by
requestor SOD
desk will be verified Implementation

Validation

CSO Approval Technical team will

grant the access as
per requirement
Approval Needed

Requestor

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THANK YOU

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