MY HELPDESK - END-USER CONSOLE...

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1 Helpdesk User Guide Page 1 Helpdesk User Guide Table of Contents 1 INTRODUCTION OBJECTIVES END-USER CONSOLE SUMMARY OF RESPONSIBILITY HELPDESK INCIDENT LIFE CYCLE SUMMARY OF HOW TO WORK WITH THE HELPDESK SYSTEM URGENCY, IMPACT AND PRIORITY LEVELS MY HELPDESK - END-USER CONSOLE HOW TO CREATE A SUPPORT INCIDENT NOTIFICATION AND INCIDENT UPDATE INCIDENT RESOLVED HOW TO USE THE SCREEN CAPTURE TOOL APPENDIX MY HELPDESK CONSOLE INSTALLATION CONFIGURE INTERNET EXPLORER OPTIONS For Domain PC For Non-Domain PC INSTALL THE MY HELPDESK ACTIVEX COMPONENT... 11

2 Helpdesk User Guide Page 2 Revision History Version Author Description Date 1.0 Paul Cheung Release May 2010

3 1 Introduction 1.1. Objectives Helpdesk User Guide Page 3 The Helpdesk system allows all employees to create, log support incidents and track the progress of those incidents to resolution. Each incident will follow a workflow that is easy to configure, maintain and will route each incident through the appropriate chain of assignments and escalations to resolution based on certain attributes such as reported category and end-user office code End-User Console What can end-user perform here? End-user can open, update and monitor all support requests on the My Helpdesk web page Summary of Responsibility In the helpdesk system, end-user should record their discussion and any issues to the web site. (e.g. lotus notes , screen capture and sametime chat.) Below table shows the duties of the End-user. User Type How to log Incident Responsibility End-User User Interface 1. Place support incident 2. Check support incident 3. Provide feedback on support incident

4 Helpdesk User Guide Page Helpdesk Incident Life Cycle Below shows a typically life cycle of a Helpdesk support incident Summary of how to work with the helpdesk system 1. [100] End-user raises a support request. 2. [200] Based on the Category, the support incident routed the 1 st level support queues. (Status Queued) 3. IT worker reviews the incident from the queue. 4. [300] The worker take ownership of the Open incident. (Status - Open) 5. [350] The worker tries to troubleshoot and fix the issue. (Status - Work In Progress) 6. [380] The worker wait for user or vendor feedback. (Status Waiting For Feedback) 7. [400] The worker has resolved the issue. (Status Resolved) 8. [900] The incident is closed when no further update is required. (Status Closed) 1.6. Urgency, Impact and Priority Levels Each incident is associated with an Urgency, Impact and Priority levels. The Priority level is automatically created by the system or the IT worker depending on the Urgency and Impact level.

5 Helpdesk User Guide Page 5 2 My Helpdesk - End-user console 2.1. How to create a Support Incident 1) Open the URL login with CRWONWW\username when prompted. Click the Create a new incident button on the left or click the New Incident icon on the top right menu bar. 2) Select CATEGORY Level 1 and Level 2. e.g. 02) General Applications Lotus Notes Enter some Comment about the problem. Use the Screen Capture Tool and attach the screen capture where possible. User can insert captured file attachment here. 3) Click OK. Click the Home Page icon to return to the Home page or simple close the browser. 4) Note the support instance Status shows as Queued. You will know that your call has been taken up when that status changed to Open and you will received an notification.

6 Helpdesk User Guide Page Notification and Incident Update After user has placed a support incident request, an IT worker will be assigned to investigate the issue. The worker may update and revise the Category or Priority depending on natural of the issue. The IT worker may then respond or may require the user to provide any feedback. When that happens the user will received a system notification. The user can then respond to that support incident by going back to the Helpdesk web site. User should NOT hit the reply button. The user can always go back to the Helpdesk web site to track the status of their support call Example User will receive about the incident progress throughout the support life cycle. Click here will bring user to the helpdesk web site where they can enter any update comment. Simply click the incident title, and this will redirect you to the helpdesk web site. Next click on the Edit button, and enter any information in the Comment field.

7 2.3. Incident Resolved Helpdesk User Guide Page 7 Finally, when a worker has resolved the incident, the incident Status will be marked as Resolved. Current this is being done by the IT worker. After the incidents resolved, if user does not need provide any further update, the incident case will be closed after 72 hours How to use the Screen Capture Tool Click the Screen Capture Tool link, download and run it. When prompted click the Run button. First browse to the application error screen. Then, click the Capture button. A file named ScreenCapture.jpg now saved on the desktop, click OK. Attach the file ScreenCapture.jpg with your helpdesk incident request where necessary.

8 Helpdesk User Guide Page 8 3 Appendix My Helpdesk Console Installation This section is provided for reference only Configure Internet Explorer Options For Domain PC Go to Internet Explorer, Security tab, Trusted sites, ensure the Security levels for this zone: All is set to Low.

9 Helpdesk User Guide Page For Non-Domain PC If your PC does not belong to the domain, you must ensure the Internet Explorer is set to prompt for password login. Go to Internet Explorer, Security tab, Trusted sites, ensure the Security levels for this zone: All is set to Low. In the sites, add the name *.crownrelo.com and uncheck the Require server verification (https:) for all sites in this zone setting. Click the Custom Level

10 Helpdesk User Guide Page 10 When prompted for login, ensure the login name is pre-fix with CROWNWW\. If not, select Use another account. Manually, enter the username in the form Username Password : CROWNWW\<citrix username> : <citrix password>

11 Helpdesk User Guide Page Install the My Helpdesk ActiveX component For the first time the My Helpdesk console run, an ActiveX table component must be installed by the local computer administrator. Check this with your IT Manager. Use Internet Explorer 32-bit browser only. (IE 64-bit browser is not supported) Browse to Alternatively, download below helpdesk installer to perform the installation. CAB Installer Package/AltirisNSCABInstaller.exe This completes the installation for the user console ActiveX installation.

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