How to use CA Unicenter Helpdesk

Transcription

1 How to use CA Unicenter Helpdesk 1. You will need to use Internet Explorer 8 or 9 for a PC or you will need to use FireFox 3.x for a Macintosh 2. Go to MVECA s website: 3. Use your mouse and hover over the word MVECA under the Quick Links section on the left. 4. A drop down menu will open on the right with CA Unicenter Helpdesk as the second item in the list. 5. Click on CA Unicenter Helpdesk from the drop down menu. 1

2 6. You will then see the log in screen for CA Unicenter Helpdesk. 7. Enter your User Name and Password (if you do not know your username and password please and we will send you that information). 2

3 8. Once you log in you will see your Home screen. 9. To create a request (ticket) for help you will click on Create a new Request. 3

4 10. Enter your phone number if it does not already show up in the field. 11. Then click on the wording Request Area (required). (This will open a window with the word MVECA showing as the only item in the window.) 4

5 12. Click on the wording MVECA and you will see areas open below of the word MVECA. 13. Click on INFOhio (this will populate the Request Area (required) field with the area MVECA.INFOhio ). 5

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7 14. In the Request Summary (like the subject line of an ) just type in your building name and a short description of your issue (example: Roosevelt MS ReportName [give the name of the report] not running right). 15. In the Request Description enter the details of the issue. For example: a. I m running the Active Loans report from the INFOhio reports tab and I m not seeing all the correct students that should be showing up on the report. The student that I know is missing from this report is Johnny Smith. Why is this student missing? I left the report on my reports screen, can you take a look at it? Information that is very helpful that you could include in your Request Description area includes: * If the Question/problem involves a student please include the following to help us in researching the problem: Student Name Patron Number Full description of the problem *If the Question/problem involves a report Name of the report (and leave it on your reports screen so we can look at it don t delete it) Full description of the problem **If you receive an ERROR message: Copy and paste the error message into the Unicenter ticket (hint: Ctrl +C=copy; Ctrl +V=paste on a pc) Full description of what you were working on when you received the error message Other information that is ALWAYS helpful to include: Browser (Internet Explorer, Firefox, Safari) & Version being used Are you working on a MAC or PC 7

8 16. After you enter the Request Description click Save at the top. 8

9 17. Then you will see the screen showing that you successfully saved the Request and it was created and sent to MVECA. 9

10 18. You will now have a link for Open Requests and if you ve created requests in the past that we have answered and closed because they are done you will see a link for Closed Requests. 10

11 19. When we answer your requests you will see them by clicking on your open requests, click on the ticket number, and scroll towards the bottom of the ticket. You will see the name of the person that is answering your request, the time they replied and their answer to you. (click on your open requests) 11

12 (click on the ticket *number* you wish to view) 12

13 20. If you wish to reply back to us on this same ticket then you will click on the Add Comment at the top of the ticket (shown above) and enter your reply and click save. If our answer solved the problem then you can add a comment such as This worked..you can close this ticket. Then we will close the ticket and it will then show up in your Closed Tickets area of your home screen. 13

14 Tip #1 - CA Unicenter *does* create s but you don t want to reply to the that you receive. The s do not come back to us. We only see what is added as a comment *in* CA Unicenter. We never see any replies to s. In the s it will be from Service Desk, and when you open the the first line will be: ***This is an automated message, please do not reply to this message***when you receive s they may show: 1. Acknowledged this means we have seen the ticket and acknowledged it. 2. Waiting on Custom means we ve replied and are waiting on a reply from you. 3. Closed means we have closed the ticket. Tip #2 - When you receive the that shows we ve answered you, you will then log back in to CA Unicenter, view the comment that was written to you, add your comment to the existing ticket and then save it again. You may also leave CA Unicenter up on your computer all day like you do . Tip #3 You will always have all your requests to look back on if you need to. Just click on your closed requests and look through them. Tip #4 Always reply to the ticket when you no longer need assistance so we may close the ticket and know we ve taken care of the issue you were having. We normally will keep a ticket open for 1 or 2 days after our final reply and then close it if we don t hear back from you. 14