Incident Logging in Calderdale Service Desk

Transcription

1 Incident Logging in Calderdale Service Desk

2 Introduction Calderdale Self Service is the web portal access to the IT Service Desk s call management software. All issues and requests raised within the council are recorded here. Access to this system will enable you to: Log your own errors, queries and requests without contacting the Service Desk. Track the progress of issue logged by all users in your school Update issues raised in school View all the issues raised regardless of status Logging In Log in to Calderdale Self Service using the following URL: You will be prompted to enter your Username & Password. You will have been given these by the IT Service Desk. If you do not know your user details please contact Homepage Once logged in the homepage will populate Return to the Homepage from anywhere in Calderdale Self Service Services menu bar Change Password Logout Click on one of the options on the left to view previously raised incidents. See Viewing Incidents Click on Add incident to raise a new incident. See Adding a New Incident

3 Viewing Incidents Clicking the drop down arrow next to the current filter will allow you to change the incident list shown. Clicking on All Open Incidents on the Home Page will open a list of all outstanding issues raised by your School Incident Filters Saves the current view as your favourite. You can adjust the column width of the tables and save the changes. Allows you to export the current view to Excel Search each column heading for a key word or number. Viewing the Incident Detail Click on the required incident. Issue Detail Allocated Technician and Status Incident history details show all notes added and actions taken.

4 Adding a Note Click on Add Note Enter the details of the note here. The Current Assignee will be notified that there has been a note added. Click Submit to save the note. Resolve Incident Click on Resolve Incident Select how the issue was fixed from the drop down list. Enter detailed information about how the incident was resolved. Click Submit

5 Add a New Incident Logging an incident in Calderdale Self Service will ensure that your issue is received and assigned to the correct team. It is imperative that you give as much detail as possible to avoid delay in actioning your request. Click on the Add tab and select Add Incident Type Schl to select from the school summaries. See the end of the document for a list of the summaries available. Picking a summary from the list will populate other fields within Calderdale Self Service that will ensure the issue is assigned to the correct team. It is possible to free type information into this box however this may cause a delay as further investigation by our Service Desk may be required to ensure the incident is correctly assigned. Enter a phone number we will be able to contact you on to resolve the issue. The Description field is a free type field. Enter as much detail as possible relating to the issue including: contact name Error Messages Fault Codes Resolutions tried Any other information deemed appropriate to the issue. An Item Number must be entered before the incident can be submitted. For all schools calls enter 1 and select the Location School.

6 Adding Attachments To add an attachment, for example a screen shot or error message information. Click on Select and navigate to the saved item you want to upload. The attachment will show here. Once all fields have been populated click Submit Your Incident will then be created and dealt with by an appropriate agent based on the information you have provided. You can monitor the status of your issue by clicking on the incident record and viewing the incident history.

7 Summaries Available Summary FMS - Schl Non SIMS Technical Issue-Schl SIMS Technical-Schl SIMS User Support-Schl Statutory Returns-Schl SIMS Reports, Training or Project work-schl Meaning For FMS issues where you re unable to log on or you get a fault code or error message when attempting to update the system..for FMS User issues please call : For all PC/Laptop/Printer issues For SIMS issues where you re unable to log on or you get a fault code or error message when attempting to update the system. For information or help on updating or retrieving data on SIMS Support with running and uploading the census using SIMS For report Creation, Requesting bespoke training or more in-depth investigation & support.