Helpdesk How To's. You can access the District Helpdesk via the URL helpdesk.prn.bc.ca OR by going to then click on STAFF, then HELPDESK

Transcription

1 Helpdesk How To's You can access the District Helpdesk via the URL helpdesk.prn.bc.ca OR by going to then click on STAFF, then HELPDESK - type in your username (usually first initial and then last name) - type in your District Wide Login password (same as your password) - click on LOGIN Helpdesk How To's - 1

2 AFTER LOGIN you will see this page At the top of this screen you will see icons for REQUEST, HISTORY, FAQ's, MESSAGES, PROFILE - this screen defaults to REQUEST - to submit a new job ticket/work order you will pull down the appropriate drop down menus and fill in some details. - request type = tech services - another drop down appears for sub category so choose appropriate = BCeSIS (anything in this sub category gets sent to Deb) - another sub category drop down appears so choose the next appropriate = this gives us a better idea what the ticket is for - under SUBJECT type a few words to describe the issue - under Request Detail give us as much information as possible so we are able to help. If the ticket is regarding a specific student issue, make sure you give us pupil number, student name, birthdate, gender. That makes it easier for us to figure out exactly who you are having the issue with. - the more information we have on the issue, the better. You can never give us too much information! - if you have an error that you can attach, that can be very helpful too. Click on Add File to attach a screenshot or file. - click SAVE and the ticket will be sent on its way. Helpdesk How To's - 2

3 GIVE us lots of detail please After you click SAVE you will get a confirmation that your request was sent. Now you can click on HISTORY to keep track of what has been done with the ticket, add new notes, read information that we have attached, cancel the ticket, etc. CONFIRMATION Helpdesk How To's - 3

4 Click on the HISTORY button at the top In HISTORY you will see all the tickets that you have created. - to update a ticket or view its information, click on the blue box with the ticket number. - now you can add a note, add a file, or cancel the ticket Edit a TICKET - make sure you SAVE any changes. - replying to an from helpdesk@prn.bc.ca does not actually do anything for the ticket. No Helpdesk How To's - 4

5 one receives those s. So it's very important that you update the HISTORY of your tickets if you want to add more details, etc. Also an directly to Deb might not get dealt with in a prompt manner, so again it's best to update your ticket's history. Please share this information with your staff as well. We still get a lot of s instead of job tickets. It's just better for everyone if we get job tickets. FAQ button - at the top of the screen there is a FAQ button. - there is not a lot of information here, but it might help a first time user. - click on Category to choose Tech Services - once you do that then two options come up. - clicking on "show answer" will then direct you to Google Drive where you can view a video on how to create work orders, and some other documentation. Helpdesk How To's - 5

6 SHOW ANSWER GOOGLE DRIVE - click on a folder to view more documents - in this case you can click on "creating work orders" to view an in depth movie about the process. - clicking on BCeSIS will direct you to go to the Wordpress site for more information for clerical, Helpdesk How To's - 6

7 and the District Moodle for more information for teachers. MESSAGES and PROFILE button are typically not used. CATEGORIES Some more information about the various categories you will see when choosing to create a job ticket/work order. Administration - Accounts - these tickets go to the WAN Specialist - right now that's Ryan London - all new staff are automatically setup via Human Resources. No need for the school to submit a ticket - used to make changes to student accounts or existing staff accounts Backpacks - is to be used for WWP(Wireless Writing Project) only - these tickets go to the Technology Secretary - right now that's Jody Basisky - to request or return a backpack for a WWP student - broken zippers or buckles - always print the job ticket and attach it to the backpack Faulty Batteries/Adapters - these tickets go to a LAN Specialist - right now it's JP Wood - to be used for any district laptop issues - WWP and staff laptops - remember to put in asset information at the bottom Insignia, Library - these tickets go to the library clerk's who are Margaret Drapeau and Colleen Stewart Laptop & Adapter Assignments- is to be used only for Wireless Writing Project (WWP) laptops/adapters. - these tickets go to Technology Secretary - please add student name, pupil number, classroom/homeroom number (not teacher name) and asset information Helpdesk How To's - 7

8 - if a student leaves your school please provide information on where they have gone (in district school transfer and what school OR if they have left our district) Projects - for Tech Services use only - go to Senior Network Administrator, who is Rick Phillips Purchase/Ordering - these tickets go to the Technology Secretary - for purchasing software (MS Office, Adobe Acrobat Pro, etc) OR hardware (printers, laptops, cables, etc) - please add account information so she knows where to charge the purchases - please note that only purchases made via Tech Services are serviced by Tech Services Service (Onsite) - these tickets go to your specific onsite LAN specialist - this is if you want them to come to see you or your staff about an issue - add asset information into the details screen - if you are creating the ticket on behalf of someone else, please put their name and room number information into the details screen - try to be as specific in the details as possible. Report any error messages received. Describe the software that is causing the problem - e.g. Mr. Smith in Room 13 is having issues with his Dell laptop. Asset number 99. When he clicks on the power button the screen flickers but then nothing happens. He cannot get to his Windows desktop. We've tried powering it off and on and still can't get the screen to show us anything. Please come and take a peek at it. Thanks. Jane Doe. Service (Sent In) - these tickets go to your specific onsite LAN specialist - this is for items that you can easily ship to Facilities for Tech Services to look at - again, please supply us with as much detail as possible - print the job ticket and attach it to the item being shipped Site Internet Issues - these tickets go to the WAN Specialist - if you have internet connectivity issues Helpdesk How To's - 8