LAW Tutorial for the new Help Ticket system 1/27/15

Transcription

1 LAW Tutorial for the new Help Ticket system 1/27/15

2 LANDesk is our new HELP desk ticket system; after our previous system reached end of life. Please review this tutorial and become familiar with the product. When you log into your gateway account you will see the LANDesk Self Service icon -

3 Any type of outages or updates we will place in the Notices box. Your home page provides you with a quick access to main forms. If you are an Agency Administrator you will see this option in the left toolbar, providing you with all that is needed to create and maintain personnel within your agency.

4 Your open tickets appear under My Current Tickets. Their summaries and statuses appear in a snapshot view for quick review.

5 1. Select Log New Support Call and the below New Incident form will appear. 4. Press the Submit Request Button & your ticket is created. 2. Keep the summary brief 3. State your Help Ticket Issue Your request is date/time stamped

6 Your submitted request is now listed under My Current Tickets Incident Id: unique identifier. The Summary is the subject of your ticket request, reflecting its main purpose. Status helps you to keep track of your tickets if you have multiple submissions. If you make the summary SPECIFIC it will be easier for you to track. By looking at the summary for Id:240 you know the exact device which the request is referring to as opposed to Id:238 that just states MDC is broken.

7 In order to create a ticket for personnel you will need to be an Agency Administrator. After hitting the Agency Administrators button, log the request that best fits your needs. **A copy of the user s OLN will still be required**

8 If there are any other items you need the new user to have, place those in this comments section. When a red box appears the field is mandatory.

9 When you used to complete the PMAR forms for a new user, every checkbox had an action and/or account that had to be created. A new user can have the following created in LANDesk: CAD ID this is completed by the CAD/RMS department Do they have any special details (e.g. K-9, SWAT, etc)? HIPLINK do they need placed into a paging group for call outs or notifications? VISIONTEK ACCOUNT what access can the user to be given? Can they run wants & warrants? Participate in Field Based Reporting? Supervisor rights to approve reports? LRMS ACCOUNT Can they edit reports when logging in? Do they use workflow? Can they create reports in LRMS? Do they use IIQ? GATEWAY ACCOUNT User will need a token Can they run DSS reports? Do they need VCAD rights?

10 Our goal is to eliminate the PMAR form. End Date TBD Any item that is currently in need of a PMAR form will be done by the Agency Administrator using our Help desk. This will be the only way we will accept these types of requests. WHY This ticket system has been set to automatically notify each area that a change, update, addition or deletion needs to be completed based on the boxes you check. We can then verify that every change is taken care of in a more sufficient manner for your benefit.

11 Under My Current Tasks, you may see tasks you did not create What is PAM? Personal Account Maintenance What is a PAM Tasks? what needs to be performed to build the requested account. Each user of each agency is unique. Depending on what your agency uses, you will see one to six tasks created per new user.

12 Each one of these items are then created as a TASK. This ticket system automatically distributes these tasks among the different divisions that are responsible for the creation of each of those accounts. At the bottom of the original ticket you can see which tasks were automatically created for your new user. This ticket system will forward them to the correct person or agency to complete.

13 Thanks for your patience, as this is a new program for us to maintain! Rhonda Bernard Data Systems Applications Analyst