Using the city of Minnetonka Help Desk

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1 Using the city of Minnetonka Help Desk The city of Minnetonka Help Desk software is made available to city staff to streamline entry of work order requests for the Information Technology and Building Maintenance Divisions. Please use the help desk software to enter work orders instead of calling the telephone number. The Information Technology Division has a separate telephone number ( ) available in the event that you cannot access the help desk software due to a system failure or connection problem. Access to the software is available through this link: or by clicking on the Minnetonka Help Desk icon on your desktop. To submit a new request, click on the Submit New Issue hyperlink: Minnetonka Help Desk system Page 1

2 A new dialouge window will open. This new dialouge window will prompt you for information pertaining to your work order. The issue number, received on date, company, and customer fields are automatically pre-populated based on how you logged in to the computer. The next field will ask you for your location. Please pick the location you are working in, or which location the work order pertains to. The priority field lists two different options: Emergency or Non-Emergency. Emergency priority should only be used when the work order you are submitting is preventing you from completing an immediate task or duty. City staff will respond to Emergency priority requests within one-hour. Non-Emergency priority should be given to any other type of work order. All non-emergency priority requests will be handled within 24 business hours. Please keep these timeframes in mind when chosing a priority. The categories field lists several options relating to your request. Please pick the category that is best suited to your request. For example, if you have a new piece of software that you would like loaded on your computer, choose Software Installation. If you have a building maintenance repair issue, choose Building Services Maintenance. If you have a light bulb out that needs to be replaced, choose Building Services Custodial. Minnetonka Help Desk system Page 2

3 The summary field is the area where you define your work order request. For example, Install Adobe Acrobat or Fix leaking sink. The summary field will allow you to enter up to 765 characters. The Help Desk software will allow you to include attachments with your work order. For example, if you would like to attach a document relating to a request for purchase, you can attach a scanned copy of your purchase order to the work order. Do you have an error message on your computer? Attach a screen capture of the error message your computer is presenting. Instructions on how to capture you screen can be found in the knowledgebase. To include an attachment, Click on the Attachments tab. Click the Browse button to search for your file. Once you have selected your file, click on Attach File to attach the file to the work order. Once all fields are complete, click on the Save button to submit your work order to the system. Once your work order is saved, you will receive a confirmation with a tracking number and the Help Desk software will automatically page staff with your work order details. Minnetonka Help Desk system Page 3

4 Reviewing Your Submitted Ticket Once a staff member has worked on your ticket, you will be notified through that your work order has been updated. Click on the hyperlink that is listed in the to return back to the Help Desk software. Details from your work order are available by clicking on the specific issue under the Issue No. column. A new dialogue box will open. Click on the Activities tab to review what City staff has updated on your ticket. Minnetonka Help Desk system Page 4

5 Additional Help Desk Features The Help Desk software includes a Message Board feature that allows IT or Building Maintenance Staff to alert users of a planned outage or emergency. Please review this area for planned outages or emergencies before submitting your work order request. A knowledge base system is also available in the Help Desk software. The knowledge base contains frequently asked questions and self-guided repairs relating to common help desk requests. For example, if you have forgotten your password to the JDEdwards Time and Attendance software, a link will be given to insite article relating to how to reset that password. The knowledge base will always be a work in progress. Minnetonka Help Desk system Page 5

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