Helpdesk Ticketing User Guide

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1 Helpdesk Ticketing User Guide University College of the North 1/5/2012

2 Table of Contents UCN Helpdesk Ticketing System Requirements... 1 Logging into Helpdesk Ticketing System... 1 Support Center Options... 2 Home Tab... 2 Troubleshooter... 2 Knowledgebase... 2 Downloads... 2 Submit a Ticket... 2 Attach a File Notifications... 3 Live Chat... 3 Submit Feedback... 3 Contact Us... 3 Online Support Tab... 4 Request Support Tab... 4 My Support Tab Ticket Submission... 4 Questions... 4

3 UCN Helpdesk Ticketing System Requirements UCN s Helpdesk Ticketing is a service that relies on your Web Browser (Internet Explorer) Logging into Helpdesk Ticketing System Start your Web Browser, go to the UCN Website Login using the same credentials as you do to login to your computer. Click the UCN Helpdesk link at the bottom left. You will see a screen similar to the one below. It should say Welcome, this means it has recognized you are logged in. UCN Helpdesk Ticketing User Guide Page 1

4 Support Center Options Home Tab Troubleshooter Displays Popular Topics by chosen area. o Select the area/department that you have a question for. o Click Continue to Step 2 -> Click Back if you would like to view other areas topics. Click My answer is not here -> if you did not find your answer for further search options. Knowledgebase The knowledgebase contains various questions and answers for quick reference. If your answer is not found you can submit a ticket to request assistance. Downloads A repository for file downloads. Submit a Ticket Submit a ticket to the helpdesk. You can track the status of your ticket in My Support. Select a Category from the available list Click Submit a Ticket -> NOTE: Please see Ticket Submission for an alternate ticket submission process. (Page 4) If your solution is not found click My answer is not here -> to continue When you select your ticket type corresponding values will appear for selection. UCN Helpdesk Ticketing User Guide Page 2

5 Complete the selections, add details of your problem/request to assist the technician the ability to find the best solution. Attach a File You can include a snapshot of an error message or a file pertaining to your ticket. Click Attach a File The process is similar to attaching a file to an . You will be prompted to Browse to the file location. NOTE: Attachment Limitations are a maximum of 10 files, total of all attachments is 25 MB Click Finish for the ticket to submit and files to upload. Notifications Click in the check box if you would like to receive notifications when there are updates to your ticket. NOTE: This is checked by default, click to remove the check if you do not want to receive notifications. Live Chat This feature is not currently being utilized at UCN. Submit Feedback Tell us what you think of our online support and how we can improve it. Select the Feedback Type. Add your feedback comments in the provided area. Click Submit Feedback. Contact Us Find out how to contact the UCN Helpdesk. UCN Helpdesk Ticketing User Guide Page 3

6 Online Support Tab Provides quick access to the knowledgebase and troubleshooter. Request Support Tab Provides a NEW submission option Submit an that can be used to submit a helpdesk request. NOTE: If you use this method make sure to include enough details that your request can be assigned to the Information Technology team member that can best assist you. My Support Tab A reference to the current status of open tickets, as well as history of all submissions. Ticket Submission An sent to will automatically generate a ticket. Please ensure you include enough details including priority and requirements so that your request can be assigned to a support person best able to respond. Questions NOTE: If you have any questions or difficulty with the Helpdesk Ticketing System, please contact: Information Technology (Helpdesk) Phone: UCN Helpdesk Ticketing User Guide Page 4

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