So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk.

Transcription

1 Help Desk How to use your Help Desk So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk. This guide will teach you how to: Log into your helpdesk Submit an issue for the support team to look at View responses to issues that you have submitted What to do if you can t see a response Whenever an issue is added to your helpdesk, the support team and any users that are associated with your help desk are notified immediately. You will receive an when a response is added by the support team. Contents Logging in to your helpdesk... 2 Submitting a new issue on your helpdesk... 5 Checking for a response on your helpdesk... 7 What if I can t see the response to my issue when I click Issues?... 9 Appendix A: List of Priority levels... 11

2 Logging in to your helpdesk 1. Go to and click on the Helpdesk button. 2. Once you arrive at the Clintel Systems helpdesk, click the sign in link at the top right hand corner of the page. 3. Type in your login and password for your helpdesk and click login.

3 4. You should then see the next screen, in the top right hand corner it will confirm you are logged in as yourlogin-name 5. To access your helpdesk, click Projects

4 From the projects screen click Your Helpdesk link to enter your helpdesk 6. This screen gives an overview of your helpdesk, you can return here anytime by clicking the Overview tab

5 Submitting a new issue on your helpdesk 1. Click the New Issue tab 2. You only need to fill in the following fields: Tracker: Leave as Support Subject: Give an brief over view of the issue Description: Give a detailed description of the issue, including steps you took up to when the issue occurred Priority: Give a priority based on the guide at the end of this document Files: Attach any relevant files (e.g. screenshots of the issue) by click the Browse button Click Create once you have filled out the fields above.

6 If the issue was successfully stored then you will see the following page

7 Checking for a response on your helpdesk 1. From the Overview screen, click Issues to display all issues and any responses. 2. Any responses will appear below your issues 3. You can also respond to the comments made by support staff, or your own issues, by clicking the Update link on the top or bottom right of the screen

8 Add any comments/updates to the notes section and attached any documents using the Browse button. If you feel your issue is resolved, please choose Closed from the status dropdown when replying. Remember to click Submit to save the comments.

9 What if I can t see the response to my issue when I click Issues? If you go to the Issues tab and no issues appear, then it may be that they have been closed by support staff as the response they believe the answer given given resolves the issue. If this is the case, you can apply a filter to show all issues (by default only open issues are viewable). 1. The default view is shown below showing open issues. 2. Select all from the drop down and click Apply. This will display all issues.

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11 Appendix A: List of Priority levels We will categorise problems and provide Help Desk Services in accordance with the following table: Severity Level Description Examples Response Time 1 Urgent Severe problem resulting in complete work stoppage and application software system is completely unavailable or specified critical function is inoperable. 2 High Business critical software system function or group of functions unusable or inaccessible. No workaround is available and resolution is urgent. 3 Normal Application software system function has a fault but continues to be useable. 4 Low Business operation and data integrity unaffected directly Entire organisation down due to application software fault Entire application is inoperable Part of business critical application inoperable Unable to produce business critical reports Minor errors in reports, screens or functionality Spelling errors in on line help Cosmetic report errors Request for builds, consultation or assistance and advice Promptly via Vendor Helpdesk Promptly via Vendor Helpdesk Promptly via Vendor Helpdesk Promptly via Vendor Helpdesk Commencem ent Time to initiate Resolution 30 business minutes 60 business minutes 2 business days 2 business days Resolution Times 4 business hours The problem will be worked on until fixed or a patch applied. 16 business hours Software changes will be reviewed and progressed as part of the next version upgrade or release. Software changes will be reviewed as part of the next version upgrade or release. Resolution times are indicative only, they mean the time period in which we will aim to resolve the problem. This time may not be achievable in all cases. You can expect us to use reasonable endeavours to meet these times, however there may be times we cannot meet the timeframe. For the purposes of this table, business minutes, hours or days are measured by reference to the period between 0830 am and 5pm, (CST) Monday to Friday, excluding public holidays.