Using the Help Desk. Logging into Help Desk. Creating a New Help Desk Ticket

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1 powered by Logging into Help Desk 1. Go to 2. Login using your username and password. 3. Are you creating a new Help Desk ticket? If yes, see Creating a New Help Desk Ticket. 4. Are you updating an existing ticket? If yes, see Adding Details to an Existing Help Desk Ticket. 5. Are you responding to an from about an update to an existing ticket? If yes, see Responding to a Ticket Update. Creating a New Help Desk Ticket 1. Select the Request icon. 2. Select Evergreen Library System from the Request Type pull-down menu. 3. A new pull-down menu will appear. Select a topic from that menu. 4. Enter a subject in the Subject box. Page 1 of 5

2 5. Enter the problem/issue/concern in the Request Detail box. The box can be made larger by clicking and dragging the small triangle in bottom right corner. Please be sure to provide as much information as possible including specifics about: a. the Evergreen username used to log in b. where in the system the problem occurred (e.g., Check In screen) c. what the user was trying to accomplish when the problem occurred or the error message was generated d. text of system error message(s) e. record details (patron, item, bib) including barcode, TCN, etc. 6. If you would like someone else to receive a copy of the request, enter an address in the Carbon Copy (Cc:) field and check the Enabled box. 7. Attach screenshots or additional documentation whenever possible by selecting the Add File button and uploading the file(s). 8. Select Save to complete and submit the ticket. 9. Select Logout when you are finished. Page 2 of 5

3 Adding Details to an Existing Help Desk Ticket 1. Select the History icon. 2. Use the search options or scan the list to locate your ticket. 3. Open the ticket by clicking on the ticket number. 4. Select the Add Note button under the existing Note Text. 5. Provide the necessary information. Attach screenshots or additional documentation whenever possible 6. Select Save. 7. Select Logout when you are finished. Page 3 of 5

4 Responding to a Ticket Update When you receive an from Support saying that your ticket has been updated: 1. Click on the ticket number to link to your ticket and log into Help Desk. 2. Select the Add Note button under the existing Note Text. 3. Provide the necessary information. Attach screenshots or additional documentation whenever possible 4. Select Save. 5. Select Logout when you are finished. Page 4 of 5

5 Ticket Resolution After working through and resolving the problem or fulfilling the request, the assigned Tech will change the status to Resolved and an update will be sent. When you receive the 1. Click on the ticket number to link to your ticket and log into Help Desk. 2. The question Was your issue resolved? will appear at the top of the ticket. Select Yes or No to answer it. 3. If you select Yes, the status will change to Closed and you are finished with this ticket. 4. If you select No, a New Note field will open under the existing Note Text. 5. Provide the necessary information. Attach screenshots or additional documentation whenever possible 6. Select Save and the status will change to Open and the assigned Tech will be notified and will continue to work with you until the matter is resolved. 7. Select Logout when you are finished. If you do not respond to the Resolved , the ticket status will automatically change to Closed after 7 days. Page 5 of 5

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