Helpdesk Portal End User Guide

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1 Helpdesk Portal End User Guide

2 Contents Using the Portal... 3 Portal web page... 3 Log in... 3 Log out... 3 Managing your account... 4 Terminology... 4 Submit a ticket... 5 Help us to Help you... 6 Upload Files... 7 Ticket confirmation... 8 Tracking your tickets... 9 View ticket details Edit a ticket Post Reply Submit ticket via Non-HW Users Information Services 2 December 2012

3 Using the Portal Portal web page Double click the Desktop shortcut (from Heriot-Watt University desktop PCs) or Go to https://support.hw.ac.uk/ Log in At the portal 1. Enter your University Username e.g. abc123 and Password 2. Click After logging in to the portal once, you can submit tickets online via the portal OR by You can access the News and Knowledgebase areas without logging in. Log out Click at the bottom of the Account menu Information Services 3 December 2012

4 Managing your account You can update your profile or preferences from the Account tab on the left 1. Select My Profile or Preferences 2. Amend the details as required 3. Click Terminology Ticket Ticket post A ticket is the correspondence between you and the Helpdesk. Once submitted, it will be forward to the IT Team for action. You can update your tickets from the Portal. A ticket post is a message (or post) that is part of a ticket. Information Services 4 December 2012

5 Submit a ticket Create a ticket 1. Log in to the portal at https://support.hw.ac.uk/ 2. Click 3. Select the Department i.e. Helpdesk 4. Click Next 5. Enter an appropriate Subject 6. Type in details of the problem Please give as much information as you can e.g. o What were you trying to do o What is happening when you try to do it If you have no files to attach 7. Click Details of your ticket will be displayed. The details will also be ed to you. Information Services 5 December 2012

6 Help us to Help you When contacting the IT Helpdesk please remember to provide the following information: - School/Department or Section Contact extension or phone number An alternate address (where there is an problem) Description of problem/issue If you phone/visit we will also need: - Your Username or Registration No. Your full name Information Services 6 December 2012

7 Upload Files If possible, provide a copy of the file or a screenshot of the error message Add a file 1. Click 2. Click Browse... and locate the file required 3. Select the file and click Open (or double click the file name) 4. To add another file, click again Add all the files you need to support your help request Delete a file To delete a file from the Upload file(s) list, click the trashcan above the file name Submit your ticket Click Submit If you have a file or a screenshot that you can send to help explain what the problem is, you should upload the file and attach it to your ticket before you submit the ticket. Information Services 7 December 2012

8 Ticket confirmation Once submitted, you will receive confirmation of your request for help on screen And an will be sent to your inbox If you need to contact the IT Helpdesk regarding a ticket you must quote the TicketID We recommend that you use the Helpdesk portal to monitor the progress of your tickets. Information Services 8 December 2012

9 Tracking your tickets Click on the Home page of the portal You can view your submitted tickets in the View Tickets area Tickets are added automatically as you submit them Sorting tickets Click the column headings to sort the tickets into ascending or descending order Information Services 9 December 2012

10 View ticket details Click the Ticket name The ticket message and attachments will be displayed Click to display ticket You can open or save the attachments from here 1. Click on the attachment 2. Choose Open or Save Information Services 10 December 2012

11 Edit a ticket 1. Click the Edit button at the right of the Ticket summary bar 2. Add the new text 3. Click Send Click to edit a ticket The edited ticket is displayed above the original with the original text PLUS the update you made. An update is displayed above or below the original message depending where you type it. It is within the same entry window. Information Services 11 December 2012

12 Post Reply To post a reply to a ticket 1. Click 2. Enter the reply 3. Click Send Post a reply to a ticket Type your reply and click Send Replies are displayed above the original ticket, separate to the original text. If you click Post Reply and then change your mind click to return to your list of tickets Information Services 12 December 2012

13 We strongly recommend that you respond to a ticket using Edit ticket or Post Reply From the portal or Reply to the acknowledgement Information Services 13 December 2012

14 Submit ticket via Send an to We strongly recommend that you use the PORTAL when submitting and tracking your tickets. The portal will give you access to our Knowledgebase and News that is relevant to you. However, you can still submit tickets via You can also contact us by: - Phone on extension 4045 Personal visit in the library on Edinburgh campus or by appointment Information Services 14 December 2012

15 Non-HW Users If you are not registered with the university IT service you can register for access from the login screen at https://support.hw.ac.uk/ Once registered you can submit tickets by only. Information Services 15 December 2012

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