User Manual for. MANILA IT Resource Center.

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1 User Manual for MANILA IT Resource Center January 2010

2 MANILA IT Resource Center Purpose The purpose of the IT Resource Center is to provide a centralized location for employees to find answers to all IT-related questions. Some of the helpful features include: An online Help Desk that enables employees to submit and track questions, requests, and problems via Help Desk tickets Links to the major applications for conducting MANILA business, including webmail and the Deltek time and expense site Information about MANILA s standards and guidelines Answers to frequently asked questions News and updates related to the network, applications, and server maintenance

3 What the Web Site Looks Like When you visit you will see: As you will notice above, there are several options available, including three main items in the top right corner: Help Desk, Webmail, and Deltek. These links take you directly to the appropriate location for each use. You will also notice links such as Submit a Trouble Ticket.

4 The Help Desk Above is the login page for the Help Desk application. To access the Help Desk, enter your network username and password to log in to the application. Note: This is the same username and password that you use for accessing the network or webmail.

5 When you log in for the first time, you will see the broadcast message board. Please read the message and then click on Done. Now that you are in the Help Desk application, you will see four main sections: Request Page: This is the default page that opens when you access the system. This is also the page where you enter requests. History Page: This is where you can track all the tickets you have submitted. You can also communicate with the technician involved in resolving your current problem or issue. FAQs Page: Here you have access to frequently asked questions for the categories in related request types.

6 Profile Page: Here you can update your Help Desk profile.

7 How to Submit a Request to the Help Desk Here is an example of how to submit a ticket to the Help Desk to receive assistance (refer to the screen shots below). Please read the instructions carefully to ensure you provide the important pieces of information needed to resolve your issue. Go to the Request Page (the default page of the Help Desk).

8 Select a Request Type. For this example, select Computer/Laptop. Notice that another selection becomes available via a drop-down menu. Select Internet/Network Connection. Notice another selection becomes available via drop-down menu. Select Problem Accessing Network Drive. Select a Priority for the problem: Urgent, High, Medium, or Low. o Urgent: Problem has high visibility to clientele. Severe impact to the revenue. Effects a majority of employees (5+) work productivity. o High: Problem might be visible to clientele. Moderate impact to the revenue. Affects a few employees (2-5) work productivity. o Medium: Problem not visible to clientele. Minimal impact to the revenue. Effects only one person. o Low: Problem not visible to clientele. No impact to the revenue. Effects only one person. There is another way to work around the problem. Enter a Subject title for the problem.

9 Enter in the Detail field as much information as needed to give a clear understanding of your issue. If you wish, you can provide an attachment containing an error message you have received. Now scroll to the bottom and click on Save to submit the ticket.

10 After you click on Save, you will receive an online confirmation that indicates the ticket has been successfully submitted, along with a ticket number for reference. At any time, you can check the status of a ticket by visiting the History page of the Help Desk application. A confirmation will be sent to you.

11

12 Once submitted, your ticket will be automatically assigned to a technician who will also receive a confirmation . As work is conducted to address the issue(s) described in your request, the technician will update the ticket. You will receive updates to the ticket via and, as noted earlier, you can also check the status at the History page of the Help Desk application. Information related to your request is stored in the Help Desk system and can be reviewed online. This history reduces confusing message strings that may get lost or mixed up. You can respond to the ticket via the History page or via . Either way, your ticket will be updated with your comments. These comments are also forwarded to the technician via .

13 Once the problem or issue has been resolved, the technician will change the status of your ticket to Resolved. This will trigger the system to send you an confirming resolution and including a Feedback option (yes/no) as to whether the problem was resolved. Note: If you do not receive the with the feedback option, please contact the IT Project Manager or the IT Director to have your ticket reopened. If the problem has not been resolved, click on No. The ticket will remain open and the technician will be so notified. If the problem has been resolved, click on Yes. Selecting either Yes or No opens a new . Send the so the system can be updated.

14 Once you confirm that your issue has been resolved, the system will automatically close the ticket. You will receive an stating your ticket is closed, and you will be asked to complete a generic survey. Please click on the link in the to complete the brief (ninequestion) survey to indicate how well (or poorly) the job was completed.

15 The survey is anonymous and the results will assist the IT Director in making improvements to the support process.

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