Step 1: Signing in to the Helpdesk portal

 

 

 

Step 2: Creating a new Product Onboarding request

  1. Click on New Ticket
  2. Click on Type and select Product Onboarding
  3. Fill the form appropriately
  4. Enter the customer’s contact details (i.e. Email Address, Name (if prompted) and contact number


 


The generic product onboarding flow is outlined below:

(Start) Client à CRM à Tech Ops (Service Owners) à Approval (Unit Head, Service Owner) à Approval (HOD, Tech Ops) à Network à Implementation Support à Certification à Approval (Unit Head, Certification) à Network à DevOps/Service Owner à Client (End)


A new ticket is automatically assigned to the relevant CRM team. (*Please see the Group and Agent fields on the right.)

Step 3: Role of the Business Owner (CRM)

  1. CRM is to review the customer’s request and attached documents.
  2. Note: Use the Reply button to respond to the customer and request for additional documents where required.
  3. CRM obtains approval for the request and uploads same on the helpdesk and reassigns to the Service Owner 's Group in Operations.


Step 4: Role of the Service Owner (Operations)

  1. The Service Owner (Operations) reviews the ticket, sends the implementation kit to the customer, creates a new folder in the Product Onboarding site on SharePoint and uploads all the attached documents for the ticket. The folder name syntax is “Ticket ID – Name of Institution”.
  2. Reassign the ticket to Product Onboarding group on the helpdesk. (*Do not change the agent)

The ticket is created on Freshservice and is submitted for approval from Operations. (Pictures below show the status of the ticket on Freshservice)

  1. Viewing the details of the request.

  1. Viewing the approval status of a ticket as a Freshservice agent using the Approval button.

  1. Viewing the ticket on Freshservice as the requester

 

Step 5: Role of the Approvers in Operations

  1. To access the pending approval, follow the Approval link in the email notification or go to https://helpdesk.nibss-plc.com.ng and click on Pending Approvals
  2. Click on the Approve button and enter approval comments, then click OK.

 

 


Notifications are sent out to all stakeholders of the product onboarding request at every stage of the request, i.e. the customer, the CRM team and the Operations team. (Pictures below show email notification samples)

  1. Email notification sent to the customer (Green indicates a completed stage, Blue indicates an ongoing stage, and Grey indicates stages that yet to start)

 

  1. Email notification sent to the internal stakeholders (i.e. CRM and Operations teams)

 

Once the ticket is approved by the Operations heads, it is automatically assigned to Network Operations.

 

Step 6: Role of the Network Operations team

  1. Configure VPN access on test environment
  2. Upload the evidence of network readiness to the shared location for that ticket
  3. Click on the Task Completed and Evidence Updated checkbox and click Update.

 

 

 


The ticket is automatically assigned to the Technical Implementation team

Step 7: Role of the Technical Implementation team

  1. Creates a Slack channel to engage the client during API development.
  2. Replies the ticket with the Slack channel and advises the customer to continue engagements over Slack during the integration support, then sets the ticket on “Awaiting Customer’s Response”

  1. Ticket’s status is changed to Open once the customer replies after development is completed.
  2. Click on the Task Completed and Evidence Updated checkbox and click Update.


The ticket is automatically assigned to the Certification team

Step 8: Role of the Certification team

  1. Certification conducts integration testing to check conformance with the advised APIs
  1. Collects the signed User Acceptance Test form from the customer
  2. Clicks on the Task Completed and Evidence Updated checkbox and clicks Update.


The ticket is automatically submitted for approval from the Unit Head, Certification 

Step 9: Role of the Approver in Certification

  1. To access the pending approval, follow the Approval link in the email notification or go to https://helpdesk.nibss-plc.com.ng and click on Pending Approvals
  2. Click on the Approve button and enter approval comments, then click OK.

 

The ticket is automatically assigned to Network Operations after approval

Step 10: Role of the Network Operations team

  1. Configure VPN access on Production environment
  2. Upload the evidence of network readiness to the shared location for that ticket
  3. Click on the Task Completed and Evidence Updated checkbox and click Update.

 

The ticket is automatically assigned to DevOps team or Service Owner

Step 11: Role of the DevOps team / Service Owner

  1. DevOps (or Service Owner where applicable) migrates to production
  2. Engage Database Operations where necessary
  3. Click on Freshdesk services, selects the appropriate service and enters the requested information. (This information is used in the request for industry broadcast template, explained below).

  1. Click on the Task Completed and Evidence Updated checkbox and click Update.

 

The ticket is automatically marked as Resolved. The customer and internal stakeholders receive email notifications for completion as well as a certificate of onboarding.

 

For NIP integration, an email is triggered to Client Services to send out the industry broadcast as shown below.


 

 

 Customer gets the ticket resolution notification email