esupport Quick Start Guide

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1 esupprt Quick Start Guide Last Updated: 5/11/10 Adirndack Slutins, Inc. Helping Yu Reach Yur Peak

2 Table f Cntents PURPOSE & INTRODUCTION... 3 HOW TO LOGIN... 3 SUBMITTING A HELPDESK TICKET... 5 Categry:... 5 Title:... 6 Descriptin:... 7 Urgency:... 7 Cntact Infrmatin (name phne e- mail):... 8 Current Versin Number:... 8 Additinal Infrmatin:... 8 Database Backend:... 8 Attachments:... 8 Screenshts... 9 Lg Files Submit yur helpdesk ticket VIEWING THE STATUS OF CURRENT TICKETS & REVIEWING TICKET HISTORY FAQ/SELF- SERVICE HELP CHANGING YOUR CURRENT SETTINGS

3 Purpse & Intrductin The esupprt system was designed fr Adirndack Slutins clients t submit, track, and update helpdesk supprt tickets. It was als designed s clients can submit general questins regarding ur sftware and suggestins fr enhancements f future versins. esupprt allws clients t see what status their ticket/prblem is at, what staff member at ur helpdesk has been assigned t the ticket, and gives the client the ability t view r add ntes t the ticket. We want t stress that the esupprt system has been created as a tl t aid in slving supprt prblems. It was nt created t replace the cmmunicatin level we have always had with ur clients. If at any time yu need assistance while using the system, please call the HelpDesk at Optin 2 r us at Hw t Lgin Each institutin has ne esupprt lgin name and passwrd. The lgin infrmatin fr esupprt has been sent t yur main technical and functinal users at yur institutin. We highly recmmend that yu designate nly a selected few t have access t esupprt. This grup f peple will be the liaisn between all users f the sftware at yur institutin and ur supprt grup. Yu can lgin t esupprt in tw ways: G t: Lgin t MyASI with yur persnal MyASI username, passwrd, and click n the esupprt link/lg n the MyASI page. (The lg is shwn in the upper right hand side f the cver page in this dcument.) Nte: Please allw ppup windws fr this site. Yu will be asked t enter yur institutin s User Name and Passwrd as shwn belw: Lgin screen 3

4 Once yu lgin, yu will be presented with the Main Menu: Main Menu Main Menu Submit a helpdesk ticket link 4

5 Submitting a Helpdesk Ticket When yu click n the Submit a helpdesk ticket link, yu will be presented with the ticket submissin screen: Submit Helpdesk Ticket screen Yu will need t fill ut this frm with the fllwing infrmatin: Categry: Type f Request: Bug Reprt A prblem with the sftware s functinality has been fund r an errr message has been displayed. Select this ptin when the sftware des nt perfrm as it was designed. Supprt Request Culd be a general questin, a data issue (nt a bug), etc. Yu might need further explanatin f a feature f the sftware after cnsulting the User s Guide and Help System. Change Request Yu are requesting an enhancement (change) t existing functinality (the sftware perfrms as designed, nt a bug) in a future versin f the sftware. 5

6 New Feature Request Yu are suggesting a new feature in a future versin f the sftware. Prduct Name: Select the sftware prgram yu are submitting the ticket fr. Please be sure t differentiate The Husing Directr frm MyHusing Web Suite (which includes MyHusing, MyHusing ApplyOnline & MyHusing DeskStaff) and The Judicial Officer frm MyJudicial. Functinal Area: Title: If applicable, select the functinal area / grup f the sftware prgram yu are submitting the ticket fr. This is a brief ne-line descriptin f yur issue that will make it easy fr bth Adirndack Slutins and yur institutin t identify yur ticket. Example: Assigning frm the waitlist causes run time errr. Example: Submit HelpDesk Ticket screen 6

7 Descriptin: Type the descriptin f yur request here: If yur ticket is a bug reprt, please be very thrugh in yur descriptin f the prblem. The mre infrmatin prvided, the easier it will be fr ur supprt staff t reslve yur issue. Example: When I try t assign a student frm waitlist, I receive an errr. Steps t Reprduce: 1) Frm the Main Menu > Rm Assignments > Waiting List 2) I click n the student I wish t Assign, chse the rm n the right hand side and then click the Assign buttn. Expected Results: Optinal If yur ticket is a supprt request, be sure t be clear and cncise in yur wrding f the request / questin. If yur ticket is a change request, be sure t include basic infrmatin abut the functin yu wuld like t see changed, what screen (if any), as well as any ther details. If yur ticket is a new feature request, be sure t include basic infrmatin abut the feature yu wuld like t see added, what screen (if any) the feature shuld be added t, as well as any ther details. Urgency: When yu submit a request in esupprt, yu will be asked t select the Urgency. Here are sme guidelines: Urgent - Severe Impact t Business Operatins These requests severely affects the ability t cnduct business. This may mean that the systems are dwn r nt functining and n prcedural wrkarund exists. High - High Impact with Disruptin t Nrmal Business Operatins These requests are high-impact issues that disrupt peratin but there is capacity t remain prductive and maintain necessary business-level peratins. The issue may require a fix prir t the next planned cmmercial release f the sftware. Medium Medium Impact t Nrmal Business Operatins These requests are medium-impact issues that invlve partial lss f nn-critical 7

8 functinality. The issue impairs sme peratins but allws the custmer t cntinue t functin. Lw - Lw Impact t Nrmal Business Operatins These requests include minr issues. The incnvenience is slight and can be tlerated. Cntact Infrmatin (name phne e- mail): Please enter the name, phne and address t cntact abut this ticket. Current Versin Number: If knwn, please enter the versin number f the prduct fr which yu are submitting the ticket. Example: Frm the Main Menu > Help > Abut The Husing Directr Additinal Infrmatin: Yu can use this ntes field t recrd additinal infrmatin abut the ticket. If yur ticket is a bug reprt, yu can include the Actual Results in this field, such as; what screen yu were n, what yu clicked, what the errr message said (if there was ne), etc. Example: Waiting List Assignments screen - The errr appears and THD quits when I click Cancel. Errr : Invalid use f null. Screen sht attached. Screen Name: In mst cases, the screen name is lcated in the tp left hand side f the frm. Database Backend: Select the database fr the prduct fr which yu are submitting the ticket (i.e., Unknwn, SQL, Oracle, etc.). Attachments: Use this area t attach any screenshts yu may have taken, lg files yu have generated, etc. Please d nt attach any executable files (Micrsft Wrd, Micrsft Excel, and text files nly). 8

9 Screenshts Hw t Take a Screensht in Micrsft Windws: 1. Press the Print Screen (usually labeled: "Prt Scn") buttn. 2. Open a new dcument using Micrsft Wrd. Click inside the white part f the dcument. 3. G t the Edit menu and click Paste r yu can press and hld "Ctrl" and tap V. 4. Click File > Save As. In the bx that pps up, change the "Save As Type" t dc. Type in a filename fr yur screensht. Chse a place t save, like the Desktp, and click Save. 9

10 5. Yu have nw successfully taken a screensht! Simply attach the.dc file that yu just saved t yur ticket in esupprt (r an ). Tips If yu want t take screensht f just the active windw (the ne that's mst n tp and activated), press "Alt - Print Screen". This means, yu shuld hld dwn the Alt key and then press the Print Screen key. Many laptps, t cnserve keybard space, have mapped the "PrtScr" key as a primary r secndary functin n a shared key. T take a screensht with "PrtScr" mapped t a key as a secndary functin, yu will need t lcate yur ntebk's functin key (usually labeled "Fn" and lcated alng the bttm rw) and engage it befre tuching "PrtScr." 10

11 Lg Files The purpse f Lgging/Errr Lgging is t recrd the actins f a user that is encuntering a prblem with the sftware. When lgging is turned-n the prgram (THD, JO, DIM) autmatically recrds all events, queries, and errrs that ccur while lgging is n. At times, an Adirndack emplyee may ask yu t turn lgging n s that he/she can better trublesht an issue r prblem yu are having. Example: Yu can turn n lgging frm the Lgin screen r the Main Menu screen. Select the menu File > Turn n Lgging. A check mark shuld nw appear next t Turn n Lgging in the File menu. Frm this pint n, several lg (text) files will be created and appended t in the directry where The Husing Directr is installed (usually c:\prgram Files\Adirndack Slutins\The Husing Directr). Yu may be asked t ne r mre f these files t Adirndack Slutins fr trubleshting purpses. Nte: Mst ften, an Adirndack emplyee will ask fr the selectstatements.lg file. Select File > Turn n Lgging again t disable lgging. 11

12 Submit yur helpdesk ticket When yu are ready t submit yur helpdesk ticket, click the Submit buttn. The page that appears will display yur ticket number. Yu can keep recrd f this ticket number if yu want t call r t inquire abut yur ticket s status; but this is nt necessary as yu can check the status at any time yurself as described in the next sectin f this dcument. Once yu submit a helpdesk ticket, it will be reviewed by ur helpdesk manager and assigned t the apprpriate ticket manager. Yu will be cntacted via phne r if any further infrmatin is needed r t prvide a reslutin t a bug fix. Viewing the Status f Current Tickets & Reviewing Ticket Histry esupprt allws users t view the status f their current helpdesk tickets as well as view any past tickets that have been clsed. T access yur ticket queue, click n the View current ticket status and past ticket histry link frm the main menu. A page will appear listing all the pending and clsed tickets fr yur institutin. View current ticket status screen In the grid that displays yu can see many things abut each ticket: Time last mdified Categry Sub-categry Title Descriptin Status Wh the ticket is assigned t Urgency Slutin. 12

13 Yu can click n any ticket t view the details f that ticket and t view any ntes that have been made n that ticket by a supprt staff member. View ticket details screen Yu can als add yur wn ntes t the ticket. Add a Nte screen 13

14 FAQ/Self- Service Help As esupprt grws, cmmn prblems r questins and their slutins will be listed under the FAQ/Self-Service Help area. Changing yur Current Settings This page allws yu t change yur institutin s passwrd fr esupprt as well as time zne infrmatin and yur main institutinal cntact s address. We recmmend filling in this e- mail address with the address f the persn n yur campus that shuld receive status updates t tickets, etc. Imprtant Ntes: If yu want t have multiple peple n this list, yu can create a grup alias n yur institutin s server and enter that address here. We ask that yu d nt change the First Name and Last Name fields. My Settings screen 14

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