WEST VIRGINIA UNIVERSITY

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1 WEST VIRGINIA UNIVERSITY Office of Information Technology Service Desk Express (SDE) Self Service Rev. April,

2 Table of Contents Table of Contents... 2 Using Service Desk Express (SDE) Self Service... 3 Logging in:... 3 Supported Browsers:... 4 Active Events or Reported Issues:... 4 Logging an Incident:... 5 Request a notification when your Incident is closed:... 6 Using Special Request Forms:...6 Adding attachments to your Incidents:... 7 Checking the status of your Incident:... 8 Closing an Incident:... 8 Client Information: Logging Off: Knowledge Tools Using the Frequently Asked Questions to determine the right Request Form Accessing the Online Knowledge Base Adobe Verification Submitting your Adobe Verification SLIC Software *Coming Soon* Placing your SLIC Order Searching the SLIC Software Catalog Adding A SW Distribution List Checking the Status of your SLIC Order Updating the EULA Terms and Conditions Troubleshooting SDE Self Service Trouble Logging in Setting up automatic login Authentication Error(s) Trouble Entering Your Incident Description Can t Add Attachments Can t access a Request form from a Tab

3 Using Service Desk Express (SDE) Self Service Service Desk Express (SDE) Self Service allows you access to Log your own Incidents, Check on the Status of your Incident or Check the Status of your Closed Incident. SDE now gives you the option to add attachments to your Incident requests. The URL or web site address for Service Desk Express self-service is Logging in: Service Desk Express (SDE) Self Service uses your WVU Master ID account. When logging into Self Service using Internet Explorer 7 or older you must enter your WVU Master ID user name in the following format: wvu-ad\<masterid> Logging into SDE Self Service using Firefox does not require special formatting of your WVU Master ID user name if on Campus. If off campus you will need to format your login with the wvu-ad\<wvumasterid> 3

4 Supported Browsers: SDE Self Service has been certified by the vendor to work with the following browsers: Internet Explorer 6.0 Internet Explorer 6.0 Service Pack 1 Internet Explorer 7.0 Internet Explorer 8.0 Internet Explorer 8.0 with IE 7.0 backward compatibility Note: IE 9 is not supported Firefox or Later Firefox 3.5 Note: Firefox 4 is not supported. In Firefox the pop-up blocker is enabled by default. You must turn off your pop-up blocker to view attachments in BMC Service Desk Express. Safari Safari Note: Safari does not support Windows Integrated Authentication (WIA) Active Events or Reported Issues: When you log into SDE if there is a Reported Issue or Known Problem going on a message will scroll along the top of the Navigator Bar. You can use the Notification Ticket Control to pause or stop the scrolling of the event. Notification Ticker control The buttons on the Notification Ticker control do the following: 4

5 An Alerts section will also be showing on the Self Service Home tab. Logging an Incident: From the Self Service Home tab, select the Any Request button on the left navigator bar to open a generic incident form. Enter a detailed description of your request or problem in the Incident Description section of the form. When you click the Submit button your request will go to the OIT Support Helpdesk. Note: You can add an attachment after you Submit your incident request. Once you Submit your Incident you will receive an notification that contains the description of the issue you reported with the Incident number for future reference. 5

6 Request a notification when your Incident is closed: Check the box Please send an Notification when my Request is closed. if you want to receive an automatic notification with the Incident Resolution, when this Incident is closed. Using Special Request Forms: Specific Incident Request forms have been set up for Athletics, ATS, Davis College, ecampus, GRU, LISTSERV, Telecom and WVU Tech (Montgomery) Requests/Issues. Special request forms ask for specific information to be filled in at the time of the request and are assigned to the specific group that will be resolving the customer s issue. The Athletic, CPASS, Davis College, GRU, Potomac State, and WVU Tech requests are for requesting Departmental Desk Side Support. (e.g. WVU Tech Montgomery staff use the WVU Tech Request form when needing Desk Side Support assistance or WVU Tech Specific application assistance.) Network DNS Hostname and Non WVU Domain DNS Requests are located on the Networking Request tab. Note: To access the DNS forms you must select the Tab, form link, New button under the Actions menu. 6

7 Adding attachments to your Incidents: You must first Submit you request before you can add an attachment. You can attach documents up to 1500K in size limit. Select the Add Attachment button to open the Add Attachment tool. Browse for the file you want to attach to your Incident request. Once you save the file you browsed for the file will show as an attachment to your Incident. You can review your attachment by selecting the File Name and clicking the Open button or double-clicking the File Name. Once you have added an attachment to your Incident you cannot delete it. You must make a note in the Incident of the Description to disregard the attachment, or contact the Help Desk directly at (304) Please include the Incident number in your message or phone conversation. 7

8 Checking the status of your Incident: Click the My Incidents tab to view the list of the Incidents you currently have Open. If you would like to see your Closed or Open and Closed incidents, click the down arrow to view the drop down list options. Closing an Incident: If you decide the Incident has been resolved you can Close the incident yourself using Self Service. Select the My Incidents tab, select the Incident from the list, click the View button from the Actions list. 8

9 Once the Incident has opened, the Actions list will now change allowing you to select Close. You will be prompted with a confirmation asking you if you are sure you want to close the Incident. If you have not yet entered a Resolution, you will be prompted with a message, Click OK and enter your Incident Resolution and select Close again. After you close your Incident a notification will be sent to the SDE Support Group and / or Staff member letting them know you closed your Incident. You will also receive an notification regarding the closed incident. 9

10 Client Information: We are currently importing your Client Information from your WVU Master ID account. At this time you can only change the following information through this module: Office Phone and Ext, Alt Phone and Ext., Building Name, Room, PO Box, Main Address and Alt Address All other information must be changed in your WVU Master ID account. Please submit an Incident for any other information changes. Your request will be reviewed to see if can be manually changed on the system or if the change must be directed through your EBO. Logging Off: Please log off the system when you are done by using selecting the Log Off link in the top right corner of your Self Service window. 10

11 Knowledge Tools Using the Frequently Asked Questions to determine the right Request Form You can access the Frequently Asked Questions from either the Self Service Home tab or from the Knowledge Tools tab. Expand the Category list and select a form Click the Search button to access the information about the selected form Click the question link and the Topic/Question will display in the lower section of your screen. If you would like you can rate the FAQ or enter a Comment. Optional Accessing the Online Knowledge Base Use the online knowledge base to Find your own Answer. Click the Knowledge Tools tab Online Knowledge Base link If prompted, login with your WVU MasterID user name and password using the format wvu-ad\<wvumasterid> Now you will be logged into RightAnswers system Select the Find Answers tab Enter a question or keywords about a WVU System or Application Click Find Answers 11

12 Adobe Verification SDE Self Service offers a customer (staff, faculty, or student) the ability to send the vendor, Schoolworld, their affiliation with West Virginia University for the purchase for Adobe products. Submitting your Adobe Verification Once logged into SDE Self Service select the Adobe Verification/SLIC tab. 1. Click the Adobe Verification link 2. Click the New button under Actions list 3. Confirm your contact information is correct, click the Submit button from the Actions list on the left. 4. The vendor will contact you if they have any questions regarding your order. 12

13 SLIC Software *Coming Soon* SLIC sells software licenses to department, faculty and staff. Soon you will be able to place your SLIC Software Purchase Request through SDE Self Service. Contact SLIC at (304) or for questions about ordering software. Placing your SLIC Order Once logged into SDE Self Service select the Adobe Verification/SLIC tab. 1. Click the Order Software from SLIC link 2. Click the New button under the Actions list on the left 13

14 3. The SLIC Order form will populate the window. 4. Select the Software Title from the *SLIC SW Catalog List. Note: You can only submit requests for One (1) Software Title per request. The Quantity of Licenses and Media is unlimited, per Title. 5. Enter the *SW Quantity. (Number of Licenses needed for this Title.) 6. Enter the *Qty of Media. (Number of Media needed for this Title.) 7. Select the SLIC Action, *Add to Order 8. Your Order will now populate in the Description field. Displaying the Software Requested the Quantity Ordered and Number of Media Ordered with the Suggested Price. 14

15 9. Select the *Payment Type. i. If you select the IU-Intra-University Transfer option a Funding message will display. Click OK and the Fields will display allowing you to enter your Oracle Funding String. ii. If your select PCard, please contact SLIC at (304) with your PCard information. A reminder message will pop-up on the screen, please click OK to clear the message. 10. If your order is correct fill in the Model and Serial No. of the Computer section of the order form. 15

16 11. If you order is NOT correct use the Clear Order, selection on the SLIC Action to start your order over. 12. Enter any questions or additional instructions in the Additional Information field. 13. Accept the EULA Terms and Conditions. Note: Your Order will not be processed by SLIC until the Terms of the EULA have been accepted. 14. Submit your request by clicking the Submit button from the Actions list on the left. 15. The SLIC Software group will contact you if they have any question regarding you order. 16

17 Searching the SLIC Software Catalog 1. Click the *SW Catalog link on the SLIC Order form. 2. Double Click the CI Description column to make this the action Column. 3. Enter the Title Description or part of the Description in the Search Field, then click Search. 4. Select the Software Title from the Results List and click OK, or double click the row. Note: The Available Qty and Total Qty information is not currently available through SLIC Self Service. 17

18 5. Once the Software Title has been selected the List Price and Media Fee will be displayed. 6. If the Software Title displayed is not the correct version, click the SLIC Action Clear Order to start over. 7. Once you have selected the Software Title, continue filling out the rest of the SLIC Order Form. Adding A SW Distribution List You can add a SW Distribution List to your order after you Submit your request. Adding your Distribution List at the time of your order: As soon as you Complete and Submit your order, scroll down to the bottom of the screen to the Attachments section and click the Add button. Now you can add your SW Distribution List. Adding your Distribution List at another time: As long as your SLIC Order is still Open you can Add your SW Distribution List. Find the open SLIC Order, Click View to open the form, Use the add button on the Attachments section to add your distribution list. 18

19 Checking the Status of your SLIC Order The SLIC follow-up form allows you limited access to the order you placed but does not allow you access the original fields when you first placed your request. Once logged into SDE Self Service select the either select the SLIC Requests link from the Self Service Home tab or, Click the Adobe Verification/SLIC tab, Service Requests link. You can search your SLIC Orders by Open, Closed, or Open and Closed. The SLIC Dashboard will show you the following information about your Request: SLIC Request Number Opened Date and time Closed Date and Time Status of your order Description of your Request Whether the EULA has been Accepted Delivery Method if your order is closed. 19

20 Updating the EULA Terms and Conditions Select the SLIC Request you want to open from the Dashboard listing and click View from the Actions list on the left. If the Terms and Conditions of the EULA have not been accepted the field will show displayed in RED Bold letters. Note: Your order will not be processed until the Terms have been accepted. If you are ready to Accept the Terms and Conditions of the EULA, click Yes I Agree To The Terms and Agreement and click the Submit button from the Actions list the left. A notification will be sent to the SLIC Support group. 20

21 Troubleshooting SDE Self Service If you cannot resolve your issue with the following troubleshooting information please contact the OIT Help Desk at or Trouble Logging in If using Internet Explorer please make sure your User name is in the format wvuad\<wvu masterid>. If your computer does not authenticate to the WVU AD domain your login window may have something other than the wvu-ad\ appear before your login name. You must change this in order to log into self-service. If you have trouble logging into SDE self-service, please make sure your WVU Master ID account is enabled. If your WVU Master ID account in not enabled or active go to to activate your account. You may need to add *.wvu.edu to the Trusted Sites on your Internet Browser settings, on the Security tab. Remove the check from the Require server verification box. If you used Magic Self Service previously, you may need to change Internet Bookmark to 21

22 Setting up automatic login If you authentic to the Active Directory Domain on your work computer, you can set up your Internet Browser to automatically log you in to SDE Self Service. In your Internet Explorer Options you will need to go into the Security Tab, Custom level settings and set the User Authentication to Automatic logon with current username and password. You may need to set this for all Zones. Authentication Error(s) If you receive the following error when trying to log in Cannot login. The Client is inactive Please contact the OIT Help Desk and ask them to check your SDE Client record to make sure it is Active. Trouble Entering Your Incident Description If you cannot enter more than 16 characters into the Description field when logging your Incident check the supported browser list. Can t Add Attachments You can only add attachments to Incidents after they have been submitted. There is a 1500 KB size limit on Attachments. Can t access a Request form from a Tab When trying to log a new request from the My Incidents tab, you must first click the form name then the New button under the Actions menu. After you submit your request click the My Incidents tab again to refresh your window. 22

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