How To Use The Erm Help Desk On A Pc Ora (For Linux) On A Microsoft Powerbook (For Mac) On An Ipa (Windows) Ora/Weaver (For Pc) On Pc Orca (For

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1 Instructions for Using the UWA erm Help Desk Application Introduction UWA is currently in the process of implementing the InfoEd electronic Research Management tool to manage the University research programs. As this is an extensive and strategic installation, there is a requirement for a simple and easy-to-use universal help desk application that is available to users, researchers and erm project team members alike, to log and maintain an ongoing record of implementation issues. The erm Help Desk is such an application, and allows program users at any level to make help requests through a simple web-based interface. The application is based on a similar one used by UWA Administrative Computing Services, although the database of help and task requests are completely separate from those used for IT support. To ensure that all issues associated with the implementation are captured and maintained, it is mandatory for all users of Infoed to log problems, help requests and other system wide issues by using the erm Help Desk application. This will help to facilitate a smooth and timely installation, and will avoid issues being lost or duplicated during the project implementation phase. Document Aim This document aims to assist you to successfully use the erm Help Desk. It incorporates screen shots of the actual application as an aid to making help requests, and subsequent issue management. Index Contents. Introduction... 1 Document Aim... 1 Index... 1 Document Owner and Version... 2 Starting the Application... 2 Making the Request for Assistance... 3 Request Menu Screen... 9 Figures. Figure 1 - erm Help Desk Request screen... 3 Figure 2 - User Lookup screen... 4 Figure 3 - Search results on user name... 4 Figure 4 - Request Type drop down pick list... 5 Figure 5 - Request Subtype... 6 erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 1 of 11

2 Figure 6 - Priority values... 6 Figure 7 - Help Desk Forward-To Lookup (pop-up)... 7 Figure 8 - Completed initial request form... 7 Figure 9 - Receipt of Request... 8 Figure 10 - Completion Figure 11 - erm Help Desk Request Menu... 9 Figure 12 - erm Help Desk Search Results Figure 13 - Closed request with Action History Figure 14 - My Outstanding Requests Document Owner and Version The document developer and maintainer is Mike Weaver, Training Co-ordinator with the erm Project Team, to whom any queries or issues should be addressed. The initial version 1.0 was released on 02 Oct It contains 11 pages Mike is available at michael.weaver@uwa.edu.au or on (08) Starting the Application The erm application is a standard web based application, and will run in any normal web browser such as Internet Explorer, Firefox, Safari, Opera, Chrome etc. The URL for the application is: This link can be saved in your browser Favorites (sic) as erm Help Desk to save you having to constantly retype it into the address bar of your browser. Note that the application is a secure application (it uses https and you should see the padlock at the bottom of the browser) and will require you to log in with your standard ( Pheme ) username and password before allowing access. erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 2 of 11

3 Making the Request for Assistance The initial erm Help Desk Request screen that will launch is shown in Figure 1 below. Figure 1 - erm Help Desk Request screen When the Request screen launches, your name is shown in the Operator field at the top left of the screen, together with today s Date and the Time you logged in. Apart from the default value of Low in the Priority field at middle left, and a tick (check) in the Send open receipt check box, all other fields are currently empty. At the top right of the screen is a prominent blue arrow that takes you to the Request Menu screen, together with a link to Help documentation. These areas are covered in detail later in this document. Most of the fields that need to be completed are self explanatory. The first field is the Requestor ( address or Admin Username) or Requestor for short. This needs to be either the address or the Admin username of the person making the request normally you! (You may be entering a Help Request on behalf of a third party, in which case you should obviously treat all references to you or your in this document as referring to the requestor s name i.e the Phone field should be filled with the phone number of the requestor and probably not your phone number.) If you are unsure of your admin name, clicking the? to the right of the text-box entry will launch a pop-up User Lookup screen, as shown in Figure 2 (see page 4). erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 3 of 11

4 Figure 2 - User Lookup screen For example, Figure 3 (below) shows the result returned when weaver was typed into the Surname field and the command button clicked. Figure 3 - Search results on user name Selecting (clicking on) the correct requestor in this case, MWEAVER, will automatically enter the admin name into the Requestor ( address or Admin Username) field; enter the associated Departmental ID in the Dept ID text box field and close the Help Desk User Lookup pop-up screen. erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 4 of 11

5 If you already know the Requestor Admin Username, you may enter it directly into the associated field and press the <Tab> key on your keyboard to automatically populate the Dept ID field. This action gives focus to (i.e. places the cursor on ) the? to the right of the Requestor field. N.B. This is quite difficult to see! If you prefer, you may continue to use the keyboard <Tab> key to move sequentially through the screen fields, entering data as required at each field. You may also use your mouse to click directly on any field. Please note that if you are using the keyboard, pressing <Space> when the focus (cursor) is on a check box will change its current value (if it is ticked, it will untick it or vice versa). If the Send open receipt? Field is left selected (ticked), an to will be sent to the associated address of the person named in the Requestor field, confirming the request. This is shown in a later section. The Phone field should be completed with your phone number. The Machine ID field can be left blank. This field is one that is usually associated with the use of this Help Desk application by ITS, and is not relevant for erm Help. The Description field is a free text field, and you can type preferably as much information as will be useful to the specific request or problem. The Request Type field incorporates a drop-down pick list from which the type can be chosen. Clicking on the drop-down arrow at the right of the field will show the entire list (Figure 4 below) Figure 4 - Request Type drop down pick list If you are using your keyboard for entry, each press of the down arrow key will show the next request type. <Tab> to the next field (Request Subtype) when the required value is shown (highlighted) to enter that value in the field. The Request Subtype field also contains a drop-down pick list from which the sub-type can be chosen. Clicking on the drop-down arrow at the right of the field will show the entire list. Currently, it only contains two entries (LAM and PT) relating to the two Infoed modules Lab Animal Management and Proposal Tracking that are currently (02Oct2008) in use at UWA (see Figure 5) Choose the sub-type to which this request refers. erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 5 of 11

6 Figure 5 - Request Subtype The next field is Priority. Again, it contains a drop-down pick list from which the priority can be chosen. The choices are Low (default value) Medium or High. High priority means that you cannot continue to do your allocated task until the problem has been fixed. After recording the problem, you should also call the erm Office to flag the issue and get immediate resolution, if possible. Medium priority means that the problem, whilst irritating, does not stop you from completing your current task. Low priority means the problem needs to be addressed at some future undefined time. The values are shown in Figure 6 below. Figure 6 - Priority values The next data entry fields are CC and Forward To. The CC field can contain a username (admin account) or a normal address (no admin account) to which a carbon copy will be sent. The field is used if you wish to keep someone informed of the problem without necessarily assigning the request to them. Multiple entries can be made, separated with commas. The Forward To field should contain the username of the person to who the request will be assigned. A? command button to the right of the field will launch a pop-up screen (Help Desk Forward-To Lookup Figure 7) containing the erm project team members. You may select the team member from this screen click on the underlined name to the left to populate the field and close the pop-up screen. If you are uncertain as to who to choose, select the person shown as managing the problem area. erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 6 of 11

7 Figure 7 - Help Desk Forward-To Lookup (pop-up) The next field is the Action field. This will not normally have any entries when a request is made. However, as the problem is worked on, the form may be returned to you with comments in this field, at which time you may wish to add additional comments before re-forwarding the form. It is suggested that you append your initials to any comments so that an audit trail of the solution can be maintained. Figure 8 - Completed initial request form The command button can now be selected to forward the request, and send other s as previously advised. If you ticked the Send open receipt check box, you (as requestor) will now receive an see Figure 9. erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 7 of 11

8 Please be advised that this is the standard ITS response and you should NOT generally.contact the ITS Help Desk on ext 2822 as advised. Instead contact the erm Project team. Figure 9 - Receipt of Request Normally, the next (formal) associated with the request that you will likely see will be a completion see Figure 10 below. Figure 10 - Completion erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 8 of 11

9 Request Menu Screen Selecting (clicking on) the prominent blue arrow at the top of the Request screen will launch the erm Help Desk Request Menu screen (Figure 11). Figure 11 - erm Help Desk Request Menu The menu screen contains a number of menu items (at the top, coloured orange) as well as a Search facility. Some of the menu items are NOT used in the erm Help Desk application:- Take a message not used: legacy application Help Desk Administration not used / Administrative access only Add a new help request opens the standard erm Help Desk Request screen View / update an existing request allows you to select a specific request and see the current situation Outstanding requests All / My view either all requests (click on All ) or my requests (click on My ) Items I ve flagged for Tracking view the items that have been flagged An example of a Search Results screen is shown at Figure 12 on the next page. Clicking on the underline (blue) Request ( Req ) number will open the associated Request form, together with an Action History. erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 9 of 11

10 Figure 12 - erm Help Desk Search Results An example, launched by selecting (clicking on) the specific request is shown in Figure 13 (below). This is a closed (completed) application, but currently open and in progress requests will be similarly displayed. Figure 13 - Closed request with Action History erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 10 of 11

11 Selecting My requests from the menu will launch a screen that shows only those requests associated with you as the requestor. An example is shown in Figure 14 (below). Figure 14 - My Outstanding Requests erm Help Desk Instructions version 1.0 dated 02 OCT 2008 Page 11 of 11