Online Helpdesk System

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1 Online Helpdesk System How to register: Please visit or access our Quick Links at and click on the Register link, as shown below. Complete the online registration form and click on the Submit button.. Page 1 of 7

2 The window below will appear, confirming your registration and a confirmation will be sent to the address that you enter. Please hold onto this for a handy reference Thank you for creating a help desk account. You may now login and submit a trouble ticket for assistance. Please remember your login details for future reference. An has also been sent to: In the event that you forget your password, either refer back to your confirmation or click on the Lost Password link. Enter the account-holder s username and , click on Submit and the password will be sent to the address of the account-holder. Page 2 of 7

3 Now that you have a valid account, you can login in and view or edit your profile, and reset your password at anytime. Simply enter your username and password, and then click on My Profile. Edit your profile as needed, and then click on Submit to save the changes. Click on View My Tickets to view any outstanding jobs. Page 3 of 7

4 How to Log a new request: Simply click on the Log a Ticket link. You will be presented with the window below. Set a Priority from the drop-down list, (please be realistic when assigning priorities, as these priorities will be reviewed by Lonicera staff, and any unrealistic priorities will be re-set, as deemed appropriate). Select a Support Category from the drop-down list, and enter the Subject and Comments, describing the nature of the support issue. Try to provide as much useful information as possible here. For example, if the problem is application-related it is often helpful to advise the version of the application, the operating system of the workstation and whether there have been changes to the applications environment, such as a version upgrade. It may also be helpful to attach a screen-shot and/or error log as an attachment. Page 4 of 7

5 Once you have finished entering all details, click on the Submit button. Take note of the Ticket ID that is assigned to your support request, and please quote this whenever you contact Lonicera Pty Ltd. This will help to ensure that the support consultant assisting you has all the relevant up to date details, and will aid to ensure the most efficient and effective resolution of your support issue. Page 5 of 7

6 If you click on the View My Tickets link again, you will now see details of the support request that you have just submitted. You can edit a support request at any time. To edit a support request or view updates to a job, simply click on either the Call ID or Subject links. Page 6 of 7

7 The window below will appear, allowing you to view further details relating to the job, change the Priority, and/or add further details. To save any changes, simply click on the Submit button. From this screen you can also print or the request, by simply clicking on the Print Request or Request links. If you are satisfied that the support request has been resolved or you just want to cancel the ticket, you can do so by clicking on the Close This Ticket link. Each time that a ticket is updated, you will be notified via Page 7 of 7

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