Using the PrairieCat OTRS Help Desk

Transcription

1 Using the PrairieCat OTRS Help Desk The new OTRS Help Desk is fairly easy to use with a few differences from the current Wonderdesk Help Desk system. Here is a walk through of opening up and replying to a help desk ticket using the web interface. OTRS can be accessed from any web browser using the following URL: This URL will be updated after we move completely off of the old system. The link on will also be updated shortly but please use the full URL for now. 1. Login: Please use your L2 login to access the system. OTRS is synchronized with the L2 database so all of your information from L2 is updated nightly. Please make sure that your contact information is up to date in L2. 2. Once you are logged in, you are presented with a dashboard of choices. New Ticket: Opens a new Help Desk ticket My Tickets: Displays your tickets (Open, Closed or All) Company Tickets: Shows you all of tickets (open and closed) that belong to anyone in your organization. Search: Allows you to search for tickets by a number of different options. FAQ: A list of Frequently Asked Questions provided by PrairieCat staff. This has not been implemented yet but is coming soon.

2 Preferences: Allows you to change some of your display options. NOTE: While there is an option to change your password here, this is overridden by your L2 account. Please change your password in the L2 interface. Logout: Logs you out of OTRS. 3. When you open a New Ticket, you re presented with a form very similar to system. 4. The first thing you want to do is pick which category your ticket falls under. Click the dropdown next to the To: field and pick the category that best fits your problem. If you re unsure, you can pick Misc. 5. Fill out the rest of the form, making sure to enter a descriptive Subject and Text. The system has formatting options similar to a word processor if you wish to highlight specific bits of your description.

3 6. You may have to scroll down to see the whole form. At the bottom of the form, you have an option to attach a file (if needed) as well as set the priority of the call. Pick the priority that you feel best fits your question or problem. Remember, if you are completely down (Priority 5), you should be calling the PrairieCat support number first. Finally, we have custom fields to enter in Patron, Item and Bibliographic record numbers OR barcodes. Click the Submit button to finish. 7. Once you have submitted a ticket, it should show up in the Open section of the My Tickets list. 8. If you click on a ticket in your list, it will give you a full description of any information entered by you or the support staff. There is also some quick summary information in the box to the right.

4 9. Once a support staff member replies to your ticket, you will get an of their response. You can reply to this and update your ticket if you wish or go to the web interface and reply. (The above is an example) 10. The above is the support staff reply in the web interface. 11. Us the Reply button at the bottom of the screen to open up a reply screen. This will look just like form you used to open the ticket.

5 12. If you wish to change the ticket status, you have the option to change it from Open to Closed Successful or Closed Unsuccessful. Both options will close the ticket. If you feel your question was answered to your satisfaction or your problem was resolved, use the Closed Successful option. If your problem was not resolved but no other solutions are available, choose the Closed Unsuccessful. This information is used by PrairieCat in reports and determining customer satisfaction. If you have any questions or problems with the help desk, you can open up a help desk ticket if you are able or send an to ron.chesko@railslibraries.info. You can also call the PrairieCat support number at