Entering a Case Into the PeopleSoft Helpdesk (CRM) Logging in

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1 Entering a Case Into the PeopleSoft Helpdesk (CRM) Logging in Open Internet Explorer Logging in Navigate to the district home page: Click on Employee Services Finally, click the PeopleSoft icon. PeopleSoft is an application suite that contains our new helpdesk system, financial management (replaces CIMS), and human resources management system. Logging in You will need to login to the PeopleSoft Portal. The User Name is first.last (all lower case letters) Your initial password is password1 Type in your User Name and Password and click the Sign In button. Logging in The first time you sign in, you may be prompted to change your password. Your password must be at least 7 characters including at least one number. If you are not prompted to change your password please click on the Change My Password link and complete the change process. After you change your password you must logout and log back in. Click the Sign out link at the top right, then, you may login to the portal again with the new password. 1

2 Selecting the Help Desk Click on the Helpdesk (may say Customer Support Center (CRM) now) link once you have logged into the Portal. Depending on your level of access your other links may be different from this picture but everyone should have access to the Helpdesk. Selecting the Help Desk You will now be in the Helpdesk portal. Click on the Helpdesk link again. Using the Help Desk: Creating a Case From this menu you can create a new case or search existing cases for status updates (covered later in this document) Click Create Case 2

3 Step 2: Entering information There are essentially 3 areas you need to focus on when entering information. Employee Information Category/Specialty Type/Detail Additional Details Entering Information: Employee ID To enter your employ information you must allow the system to find you Enter your last name and click the Search button Entering Information: Finding your last name If your last name is unique, PeopleSoft will fill in the fields for you. If, however, you share a last name with other employees, you will see a list of employees with that last name. Click on your name to continue. 3

4 Entering Information: Finding your last name Your employee information should now be entered in the correct fields. Choosing a Category/Specialty Type/Detail: Next, you must choose the correct Category, Specialty Type, and Detail for your problem. Choosing a Category/Specialty Type/Detail: Choose the Category for your problem from the drop down list. Your Category choice will populate the drop down list for Specialty Type. Choose the Specialty Type. Your Specialty Type choice will populate the drop down list for Detail. If you cannot find your problem listed under Detail, you may need to make a different choice for Specialty Type or even a different choice for Category. 4

5 Choosing a Category/Specialty Type/Detail: Make sure all three fields have a value. If you cannot find the exact description of your problem, just find the closest match you can. Enter Details Describe your problem clearly and concisely. If your problem is a hardware or software issue, please be sure to enter the room number, computer name*, and your phone extension if you have one. *instructions for locating computer name located at the end of this document. Save Case Once you have completed the three sections of the ticket, click the Save Case button at the bottom to save your case to the system. Case Saved When your case has been saved successfully the Case ID should no longer say new. It should now have a number assigned to it. Please write this number down as you can use it to search for updates and status reports on this case. See Searching Cases PeopleSoft Helpdesk (CRM) below. 5

6 Searching Cases PeopleSoft Helpdesk (CRM) Enter Search Mode Login to the helpdesk portal as described above and choose Search Cases from the menu. Searching by case number The simplest search is by Case ID. If you know the ID number for the case you are looking for simply enter that number and click the search button. Searching by name You may also search for all tickets by name. Enter your last name in the Employee field and click the magnifying glass icon to the right of the field. This will take you to the name look up screen (unless your last name is unique). Select your name from the list and click the search button to complete the search. 6

7 Select a case If your search resulted in more then one matching case (search by name) then you will need to select a case from the Search Results list. Case detail Once you locate your case you can explore the status by using the tabs at the top of the Case view. Of special notice are the: Solution Summary Notes Case History Use these menus to determine the status of your case. Case Updates You should receive an when your case has been resolved. 7

8 Step 1 Right click on My Computer and choose Properties from the drop down menu. Looking Up a Computer Name Step 2 In the System Properties menu click on the Computer Name tab Step 3 The name of the computer is listed to the right of Full computer name: You can write this name down or simply highlight the full name and right click copy. You can now right click paste the name into the helpdesk case description field. 8

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