Magic Self Service Help Desk

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1 Magic Self Service Help Desk Support Services Office of Information Technology, West Virginia University OIT Help Desk x Copyright 2003 West Virginia University

2 Table of Contents Requirements for using Magic Self Service Help Desk... 1 Starting Magic Self Service Help Desk... 1 To add a login password to your Magic account... 3 To update your phone numbers or address... 3 To search the Knowledgebase for an answer to a computer problem... 4 Submit an Incident Request... 6 Show all Incidents... 7 Training & Publication Services... 9 Help About OUTPUT Newsletter... Error! Bookmark not defined. Logoff Magic Self Service Help Desk ii

3 Requirements for using Magic Self Service Help Desk! You must use Internet Explorer 5 or higher as your web browser.! Call the Help Desk at x1 to obtain your userid.! Userids and passwords are case-sensitive.! Your Magic account does not have a password until you set one. You will set one after you login the first time. Starting Magic Self Service Help Desk 1. Using Internet Explorer, go to oithelp.wvu.edu/magicsshd/ 2. Enter the Client ID given to you by the Help Desk. 3. Leave the Password field blank the first time you use Magic Self Service. 4. Click on the Sign-in button. Magic Self Service 1

4 5. After a successful login, you will see: 6. To pause the scrolling message at the top, click on the Pause button 7. To remove the scrolling message, click on the red square Stop button 8. Click on links on the left to get to the different Self Service features:! Incident Request report a problem or ask a question! Knowledge Search search for the answer to your computer question! Contact Information update phone number or address; set a password.! Show all Incidents check on the status of your open tickets or review results of previous closed tickets! ListServe request the creation of a LISTSERV mailing list! Telecommunications Problems report a telecommunications (phone, network) problem in your department; funding information must be provided.! Support items help, OIT Training information, and an online newsletter. 2 Magic Self Service

5 To add a login password to your Magic account 1. Click on the Contact Information link 2. Enter a password in the box under your last name and click on the Submit button To update your phone numbers or address 1. Click on the Contact Information link 2. Change any information that needs to be corrected or updated. You cannot change your Client ID. 3. Click on the Submit button Magic Self Service 3

6 To search the Knowledgebase for an answer to a computer problem 1. Click on the Knowledge Search link 2. Enter some words for the problem description. 3. Choose to search the SIR Knowledge Base supplied by our vendor or Choose to Search External Documents created by OIT Support Services for in-house applications such as MAP, MIX, and GroupWise. 4. Click on the Search button. 5. You will see results appear below the search dialog: The results appear in descending order of likelihood based on number of times the words appear. 4 Magic Self Service

7 6. Click on the result that you'd like to read. 7. If this result did not answer your question: Click on the Solution Not Found button to generate a Help Desk ticket and someone will contact you or You can click on the Back button to return to the list of search results in order to read a different item. 8. If you find a solution that answers your question, click on the Solution Found button. This action lets us know which solutions have proved useful to WVU. Magic Self Service 5

8 Submit an Incident Request 1. Click on the link to Incident Request on the left 2. Enter a Subject for your problem. It must match one of the previously established subjects. To make it easier for you, you can click on the gray button to the right of this field's box to select a subject from the available choices. If you cannot find an appropriate subject, select SS-GENERE for general help. 3. Enter a brief description of your question or problem in the box below Description. 4. Click on the Submit button. 6 Magic Self Service

9 If you change your mind before you click on the Submit button, you can click on the Clear button to erase what you have entered or just click on a different item on the left. You will get a warning: Click on OK Do not click on the Close button. This will close your ticket in the system and no one will see it to attempt to solve it. Click on Cancel then choose Clear or Submit instead. Show all Incidents Click on the link to Show All Incidents from the list on the left. By default, you will see a list of open tickets that you have reported recently. If you don't have any current open tickets, you will get a warning Click on OK to continue. Magic Self Service 7

10 If you have any tickets open, you will see them listed in ascending order. To review your list of closed tickets, click on the circle in front of Close. You will see previously submitted and closed tickets listed in ascending order by ticket number. Both displays both open and closed tickets in a single list. To see the most recent tickets first, double click on the Open Date & Time heading. If there are more tickets than can fit on a single screen, you can click on the button to see more items on a subsequent page. 8 Magic Self Service

11 To review details about a ticket about you in the system, double click anywhere in that incident's row. You will see the description of the problem on the left and the solution on the right. To return to the list of tickets, click on the link to Show all Incidents again on the left. Once again, it will show you a list of Open tickets by default. Training & Publication Services Click on this link to go to the OIT Support Services Training page. Magic Self Service 9

12 Help Click on this link to read online help about using Magic Self Service Help Desk When you are done viewing this information, click on the X in the upper right corner of the Help window's title bar. About When you click on the About link, you will see copyright information about Magic Self Service Help Desk. 10 Magic Self Service

13 Useful Information Under this link, is a link to OUTPUT, the Office of Information Technology online newsletter. Click on this link to get to the OIT online newsletter with its variety of technical articles and campus computing updates. Logoff Magic Self Service Help Desk When you are finished using Magic, click on the Logoff link or the LogOff button on the header bar. You will see warnings about Magic wanting to close your browser window. If you answer Yes, your browser window will completely close (if you only have one browser window open, you will exit from the browser entirely). I usually prefer to click on the No button Magic Self Service 11

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