FAQ

Frequently Asked Questions

I have forgotten my password. How can I login or request a new password?

If you have forgotten your password, click Forgotten your password? in the start screen. Then follow the instructions provided by the FNT Service Desk.

Can I change my password in the FNT Service Desk?

Yes, the password can be changed at anytime at Profile (see Chapter Changing the password in the manual).

I would like to view the status of a specific ticket. Where can I view the status?

The status of the ticket is displayed at various places. The status is displayed at the top right in the opened ticket. The status is displayed in the Status column on the Requests page.

Can I cancel the processing of a ticket myself?

You can cancel the processing of your ticket with the Canceled by Customer function. The ticket status then changes to Canceled by Customer. A ticket with this status cannot be reopened.

How can I reopen a closed ticket?

You can reopen tickets in the RESOLVED status with the Reopen by Customer function. Tickets with the CLOSED status cannot be reopened.

How can I confirm the solutions of a ticket?

The solutions for tickets in the RESOLVED status can be confirmed with the Closed by Customer function. After executing the function, the ticket is closed and changes to the CLOSED status.

Can I add a colleague as my representative to the ticket?

Yes, another person can be added to the ticket with the Share function in the opened ticket (see Chapter Share in the manual).

How can all users of my enterprise view all associated requests?

Two options are provided for this purpose.

1. Use of "Organization":

The "Organization" function makes it possible to group FNT Service Desk users so that you can view and process all requests of the colleagues from an organization.
NOTICE! Because an organization can only be setup centrally by the FNT Service Desk administrator, it must be requested from the FNT Support.

2. Non-use of "Organization":

  • Add all users to all requests with the "Share" function. With this variant, each user has only one login and always an overview of all issued requests.
  • Create a login for a group address and add it to the request with the "Share" function to obtain the overview of all requests. In this case, the user must login with the group address login to obtain an overview of all requests.
Can colleagues who should always be able to see my requests be defined permanently?

When "organization" is used, the colleagues must be assigned to the same organization. The automatic processing of shared requests is then possible.

If "organization" is not used, there is unfortunately no possibility; the colleagues must be added again to each request.

Can I use a group address?

Yes, a group address can be used not only as single login of a company, but as additional login to add all users to a request as described in the question 8. In this case, also specify the group address when requesting/checking the users.

May I also place requests over the phone?

Yes, although the Web portal is recommended for creating, viewing and changing requests, a request can also be sent as e-mail to support@fntsoftware.com or be made as a phone call.

Can I request new components via the Service Desk?

Yes, components can be requested via the CI Components - Request/Change CI Component category.

Should tickets previously issued via Mantis also be able to be issued via the FNT

No, although we want to replace Mantis with the new FNT Service Desk in the long-term, currently, tickets must still be issued in Mantis.

Can I export a list of my requests?

Yes, the Export function allows your requests to be exported as CSV.

CSV (All requests):

  • All requests from your organization are exported.
  • All requests with you as reporter are exported.
  • The list is limited to 100 data sets.

 

CSV (Current requests):

  • The requests are exported in accordance with the search restrictions.
  • The list is limited to 100 data sets.
  • Please note:
    If you are authorized for several organizations in the same FNT Service Desk project, the search restriction status is ignored.
How long do closed requests remain in the system?

Requests remain in the system for at least the legally required retention time of 10 years.

How, as customer, can I provide my feedback to the new FNT Service Desk?

Your feedback to our FNT Service Desk is explicitly encouraged. You can send your wishes and opinion about the FNT Service Desk from the Feedback category within the tool. We thank you for taking time!

Any questions left? Don't hesitate to contact us directly:

+49 7961 9039 444
Montag - Freitag: 8 – 17 Uhr
support@fntsoftware.com
Service Desk