IS Applications signifie «Information System Applications».
Ce terme est utilisé pour identifier les applications informatiques c’est à dire un programme ou un logiciel de type SAP, SRM7, Qlikview, Dynasis, Documentum, Salesforce...

IS Infrastructure signifie “Information Systems Infrastructure”.
Ce terme désigne le matériel regroupant les ordinateurs, imprimantes, réseaux, téléphones.
Il inclut aussi les logiciels installés sur les PC (Microsoft Office, Chrome, …).
Si vous avez une question concernant l’IS Infrastructure, vous pouvez le rapporter en contactant votre Helpdesk local, disponible ici.

 Le Contact Center IS Applications est joignable via l’outil Freshdesk ou par téléphone au ** 9100 (Sites Cheyenne) ou +351 21 831 9100.

Le Contact Center IS Applications est ouvert de 8h à 18h, heure locale de l’utilisateur et jusqu’à 22h sur les périodes de clôtures financières pour les tickets RtR.
Pour les tickets urgents (P1, P2) et seulement pour les tickets rédigés en anglais, le traitement est étendu à 24hx5. Les tickets urgents sont traités par le Contact Center IS Applications ouvert au moment où le ticket est pris en charge. 
Par exemple à 23h GMT, c’est le Service Center de Curitiba qui prend en charge les tickets P1, P2.

Le Contact Center IS Applications est présent sur trois zones géographiques.

• Lisbonne au Portugal pour la zone EMEA,
• Curitiba au Brésil pour les zones Amérique,
• et Bangkok en Thaïlande pour la zone Asie Pacifique.
  

Non cela n’est pas possible. En revanche, CGI pourra être amené à vous contacter pour avoir des précisions sur un ticket, dans le cas où votre ticket a été créé en anglais. Autrement les échanges se feront avec les personnes du Contact Center IS Applications.

Non, si j’écris un email à Sbs-solvay.freshdesk.com (support@solvaysbs.freshdesk.com), cela va créer un ticket non affecté et donc non traité. Pour toute information sur le traitement de ma demande, je peux appeler le Contact Center IS Applications au **9100 ou +351 21 831 9100, ou aller sur Freshdesk (IS Request).

Cette escalade peut intervenir dans les cas suivants : 

•  Lorsqu’il s’agit de tickets urgents (P1, P2) sans mise à jour pendant plus d’une heure, 
• Lorsqu’un délai planifié dans les engagements de résolution de ticket est dépassé.

Dans ces cas, il faut contacter le Contact Center IS Applications par téléphone au ** 9100 (Sites Cheyenne) ou +351 21 831 9100. Si la réponse apportée par le Contact Center IS Applications n’est pas satisfaisante, vous pouvez contacter directement le BRM ou CRM de votre entité.

A ticket allows you to submit a request created in the Freshdesk tool when you have a problem on IS Applications such as SAP, SRM7, Qlikview, Dynasis, Documentum, Salesforce., etc.

Freshdesk is the tool used by Solvay to follow IS Applications requests, Procurement-to-Pay (PtP –for suppliers), Hire-to-Retire (HtR – for employees), Order-to-Cash (OtC – for clients), Record-to-Report (RtR – for accounting - soon in Freshdesk) requests.

It is possible to create a ticket in 9 languages:

• English,
• French,
• Portuguese,
• Spanish,
• German,
• Italian,
• Chinese,
• Korean,
• and Thai. 

However, It is strongly recommended to create your ticket in English for a faster and more efficient resolution of the issue.

If my request is mostly related to business activities, I will submit on the “PtP request”, “RtR request”, “OtC request”.
If my request is related to applications or software I will select “IS request”.
Finally, for all requests on HR, I will select “HtR request”.

To find out more about the 10 Best Practices to create a ticket in Freshdesk, click here

The number of resolution steps for the ticket will depend on the complexity of the request.
To know more about a ticket’s resolution process, click here.

To follow your ticket, you have to connect to Freshdesk and go to the ticket tab to find your ticket. Alternatively, you can contact the IS Applications Contact Center on **9100 (Cheyenne sites) or +351 21 831 9100.

The delay of resolution depends on the complexity and the priority of your ticket. 
Click here to consult the prioritization matrix and the nature of tickets.
CGI is committed to resolve the ticket in a defined period of time for Services including Access Management, Support and Incidents in the following conditions :

• CGI is autonomous to resolve the ticket : CGI is the only stakeholder in the resolution process meaning the application is supported by CGI and no other parties need to be involved ( e.g: IBM for server, …)
• All the information has been provided.
• 24 x 5 and follow the sun principle: each Contact Center is available from 8am to 6pm local time of user. Tickets submitted outside these working hours will be handled next day. 
  Exception for P1/P2 tickets submitted outside normal working hours written in English that will be handled by the available Contact Center.

If I’m satisfied by the solution provided, the status of the ticket will be automatically « closed » after 7 days. If I’m not satisfied with it, I can re-open my ticket.

Just click on the link in your ticket notification and reject the solution provided with all the details possible (button reply).

Reset password: 

•  I forgot my password, I should reset it
• I’ve blocked my password due to several erroneous attempts
• I received my initial password but I did not connect during 14 days

Extend validity date:

• I did not connect for 90 days, my account has been deactivated
• I need to extend my user access

I need more/less authorizations

 
Beforehand, gather all the necessary authorizations. Consult our Customer Support. By sorting by application, you can find the corresponding form.

 
Do not forget: most of the time the approval of your manager is mandatory; sometimes approval of other stakeholders will also be required.

Training requests have to be created in the ISSP portal. ISSP is an online tool that provides the SBS IS training catalog for all users to properly select and request what they need. 
Click here to know how to join or request a training sessions.

After your training request, you will receive a notification by email “ISSP Training notification [#xxx]” with a link that allows you to follow the status and verify that your manager has validated, which is mandatory.

After this step, trainer will contact you for the details (date, timing, logistics). In case of an in-class Training, you will be responsible for the booking of a room.

Corrective maintenance is any maintenance performed to correct errors encountered as users interact with the system day after day.

It is all the requests for change and improvements of existing applications. The main objectives of evolution are ensuring the reliability and flexibility of the applications.

By creating a ticket in Freshdesk including the exact details of the evolution.