How to Work with HEAT Self Service

Transcription

1 Division of Information Technology at UNCP How to Work with HEAT Self Service About This Document This document provides end-user instructions on using the HEAT Self Service (HSS) application to create, update, and manage incidents and service requests with the Division of Information Technology Help Desk. This document is intended for use by all University of North Carolina at Pembroke faculty, staff, and students. Last updated on: 02/04/2016

2 1. About HEAT Self Service HEAT Self Service (HSS) is a web-based application that enables you to submit service requests, create incident reports, and get status updates on your tickets without requiring the installation of software, special permissions, or the need to contact the Help Desk. Any UNCP Faculty, Staff or Student who has a UNCP Network Account can access HSS and perform the following tasks, without requesting assistance from Help Desk staff: Submit common service requests. Submit a new ticket and receive an auto-confirmation of an issue ticket via . View and check the status of your tickets, and edit to add information as needed. View the history of an issue/ticket. View Frequently Asked Questions (FAQs) to help solve your incidents before submitting an incident ticket. View UNCP s Knowledge Center for support on incidents before submitting an incident ticket. 2. Working with HEAT Self Service (HSS) You must have a UNCP Network Account to access HSS (all Faculty, Staff, and Students have a UNCP Network Account) Accessing the HSS Home Page 1. Open your browser (Google Chrome, Mozilla Firefox, Safari) and go to: 2. You will be prompted to enter your UNCP username and password. 3. Once logged in, you will be presented with the HSS home page as shown below. The home page will also list any important alerts or announcements at the top of the page.

3 2.2. Creating a New Incident/Ticket 1. From the HSS home page, click the Report an Issue button in the top right to display the New Incident Page. Figure 2: New Incident Page Notice that the system automatically gives you the incident ID and does not ask for your name or address, your name and address are automatically generated from your UNCP Network Account. 2. Fill in the Incident Location (Building) and Room where the incident is located along with your Department and Contact Number(s). 3. In the Summary field, describe your problem in a brief statement. a. Once you enter a summary of your incident, Possible Solutions will be automatically generated on the right side that may help you resolve your incident before submitting. 4. The Description field will allow you to provide details about the incident you are having. Make sure to put any relevant or applicable information about your incident that would allow DoIT to better meet your needs. 5. The Urgency drop down menu at the bottom is used to measure how quickly a resolution of the incident is required.

4 6. Once you have filled in the information needed, click on Save Incident at the bottom of the page Viewing Your Active Incident/Ticket 1. From the HEAT Self Service home page, you will see at the bottom of the page My Open Items, which will display a list of your open tickets. 2. To view the details of the incident click on the Incident Summary and a new window (shown below) will open with all the details of your incident.

5 3. At this point, you can view the status of your incident, any activity, and add any additional attachments. 4. You can also add Notes to the incident, but you cannot edit the original description or any existing notes. 5. If you make any additions, be sure to click Save at the bottom of the page to save your changes. 6. If the incident is no longer an issue and you would like to close the incident, click on Close Incident at the bottom and click Save to save the changes. 7. If your ticket has been resolved, you will see comments under Resolution explaining the resolution of the ticket. **NOTE** If an incident is Closed, you may not update or edit any of the details of the incident. If further assistance is necessary, a new incident must be created. Once an incident is Resolved, you have 3 days to Close the incident or it will automatically close after 3 days.

6 2.4. Service Catalog The Service Catalog is a comprehensive database of technology and services offered by or supported by the Division of Information Technology Department. 1. From the HEAT Self Service home page, click on Service Catalog at the top of the page. If it is not visible, click More at the top and it will be listed in the dropdown menu. 2. A list of available services will be displayed, such as Software Requests. **NOTE** - Not all services will be immediately available 3. You may click on any of the Services and fill out the required information based on each service Knowledge Center The Knowledge Center is a repository of information for computing help, policies and procedures. Information in the knowledge center is stored in searchable articles which you can easily print, send via , and use. The Knowledge Center is meant to supplement the Division of Information Technology s web site and support services. 1. From the HEAT Self Service home page, click on Knowledge Center at the top of the page. If it is not visible, click More at the top and it will be listed in the dropdown menu. 2. At the top of the new page, you can begin a Search for articles that contain the information related to your search. a. You may also navigate by the Categories on the left side of the page.

7 2.6. FAQ (Frequently Asked Questions) 1. From the HEAT Self Service home page, click on FAQ at the top of the page. If it is not visible, click More at the top and it will be listed in the dropdown menu. 2. A list of available Questions you can choose from will be displayed. 3. Use the Search for FAQ box in the top right corner to narrow down the results, make sure to use keywords in your search for better results.