Guidelines for Using the Web Help Desk

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1 BURBANK SCHOOL DISTRICT 111 Guidelines for Using the Web Help Desk Technology Department 1/7/2013 The purpose of this document is to provide guidance on how to navigate the Burbank School District 111 Online Help Desk to create and submit help desk tickets. Burbank School District 111 1

2 Contents Welcome to the Burbank School District 111 Help Desk!... 3 Navigating the Help Desk... 3 Logging in... 3 Submitting a Help Desk Ticket... 6 Tracking Your Ticket... 9 Burbank School District 111 2

3 Welcome to the Burbank School District 111 Help Desk! In order to provide better service and communication throughout the Help Desk process, the Technology Department has launched the Burbank School District 111 Help Desk. This online system will allow you to submit tickets and review the progress of your request. You will now receive notification that your request has been received, which Tech has been assigned to assist you, and confirmation when your request has been resolved. Review this training document in order to familiarize yourself with the steps of creating and tracking help desk tickets. Please note: Help Desk requests ed to individual Tech Staff members will not be processed. Navigating the Help Desk Logging in 1. The Web Help Desk portal can be accessed through the Technology Department page of the district website. Open up Internet Explorer on your computer and select Technology Department from the main menu on the left side. Then select Help Desk from the menu on the right side of the Technology Department page. THEN Burbank School District 111 3

4 2. After clicking on the Help Desk button, you will be taken to the Web Help Desk log in screen. Your User Name and Password will be the same as your network and user name and password. Click on Log In to enter the Web Help Desk site. Important announcements will be listed here Burbank School District 111 4

5 3. Upon logging in for the first time, you will be taken to the Message Center. From here you can access messages and announcements. Click here to access the attached guidelines 4. To navigate away from the Message Center, click on a tab heading. Click here to submit a Help Desk request Click here to view your Help Desk ticket history Click here to access guidelines and find answers to Frequently Asked Questions Click here to access your user information Burbank School District 111 5

6 Submitting a Help Desk Ticket 5. Clicking on the Request tab will bring you to the default ticket creation page. From here you will be able to select the type of request and provide additional details regarding the issue(s) being experienced. Log Out button 6. Click on the arrow to the right of Request Type to access the drop down menu and select a category. Burbank School District 111 6

7 Based on the category you select, you may be prompted to select a sub category to better describe the request. For example, selecting Hardware in Request Type will prompt you to select the type of hardware. Sub categories appear based on request type Any documentation associated with a specific Request Type will appear here 7. After filling in the requested information, select the building and room/location in which the issue is occurring. Tip: Place your cursor on the icon to reveal additional information Additional information may be required based on request type Burbank School District 111 7

8 8. Click Save to send your request to the Help Desk. Click here to submit request 9. Upon sending your request, you will receive immediate notification that your ticket has been submitted. A confirmation will also be sent to your district address. Burbank School District 111 8

9 Tracking Your Ticket 10. To check the status of a ticket, you can either select the link from your confirmation Click here to follow the link to your ticket Burbank School District 111 9

10 OR log into the Web Help Desk application and click on the History tab. Click on the ticket number to open the history for an active ticket. To see other tickets you have submitted, select a different option under Status. Change status here Click here to open your ticket history 11. From here you can review the details of your ticket, including the status, estimated due date, the name of the technician assigned to your ticket, and any notes posted regarding your request. Burbank School District

11 12. Once your issue has been resolved, you will receive a confirmation . Please confirm the completed status by clicking on Yes or No in the . This will take you to the Web Help Desk ticket history. Click Yes or No Burbank School District

12 13. Click on Yes or No to indicate if your issue was resolved. Clicking No will reopen your ticket. Clicking Yes will close the ticket. Click Yes or No 14. You will receive a final confirming your ticket has been closed. Burbank School District

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