Presented by Jeris Creasey. Information Technology Trainer, Information & Telecommunication Systems

Transcription

1 Presented by Jeris Creasey Information Technology Trainer, Information & Telecommunication Systems

2 Submitting a Helpdesk Request 3 Logging into the KBOX server 4 The Knowledge Base Tab 5 The Help Desk Tab 7 Adding a New Ticket 8 Opening a Ticket 10 Tickets Entered by Customers Via 11 Completing a Satisfaction Survey 12 Glossary 14

3 Requests for assistance from ITS can be entered by Faculty, Staff and Students in a number of ways. The fastest way to request and receive assistance is to access the Helpdesk software and add a New Ticket. From the ITS web page click on the Request Assistance Now link and then log into the Helpdesk software with your username and password, then add a New Ticket. Access the Helpdesk software directly at log into the Helpdesk software with your username and password, then add a New Ticket. Submit a detailed request for assistance via to hd@llcc.edu. Stop by the ITS Helpdesk Window in Menard Hall, Room Call the ITS Helpdesk at 78(6-2555). Fall/Spring hours: 8:00am 8:00pm Mon Thurs, 8:00am 5:00pm Fri and 8:00am Noon Sat. *Summer hours: 8:00am 8:00pm Mon Thurs only.

4 The Helpdesk software is a web-based application and accessible at the URL of The login and password are the same that you enter for the LLCC domain.

5 There is a built-in knowledge base that is continually added to and updated as the technology at LLCC evolves. To view knowledge base articles you simply click on the active link or the Article ID active link.

6 Articles are available in a printer friendly format. You can click on the Knowledge Base tab or Back to Article Listing to continue searching. Click on the Help Desk tab to return to the ticket listings.

7 After logging into the software a listing of tickets for your account will appear. You can sort by any of the column title s. (TICK, Issue Summary, Status, Owner)

8 Click on the New Ticket button. All information in the fields must be entered. Title: A brief description of the need, as this will be included in the Subject line of all notifications pertaining to this call. (i.e. Network Printer Jamming) Impact: how many people are affected by the request. Category: The first drop down box describes the main category (i.e. Hardware, Software, Telecomm, Network, Web, Training, Colleague, New Employee, Project, Quote and Unknown), while the second and/or third drop down box(s) further describe the category (i.e. PC, Monitor, Projector, Printer, etc.) Submitter: The submitter will automatically default to the end user that is entering the call directly into the KBOX software. Comment: Detailed information should be entered into the comment field. Attachment: Documents and PrintKey screens can be attached to the ticket.

9 Once the information has been entered Save the ticket. Click on the Help Desk tab to return to the listing of your Helpdesk calls. Once the new ticket has been saved it will be retrieved by the ITS Helpdesk Technician and then checked for additional information that may be needed, urgency, etc. The Helpdesk Technician will then contact the customer as needed, assign the ticket and notify the appropriate technician.

10 Any of your tickets can be opened to view comments, attachments and resolutions entered by you and the technician and/or to add additional information into the comments field. To open a ticket, click on either the TICK or Issue Summary active links. Once the ticket is open you can print the ticket, search the Knowledge Base and add additional information in the Add Comment field that can then be sent by you to the ticket Owner (technician) via the link.

11 Sending a detailed to hd@llcc.edu from your LLCC account only will automatically generate a Helpdesk ticket. An will be sent to you with a direct link to the open ticket. If you are utilizing a third party address (hotmail, yahoo, etc.), a Helpdesk ticket will not be generated. Once the Helpdesk technician receives an from a non LLCC account requesting assistance a Helpdesk ticket will be initiated on your behalf. When clicking on the link to the ticket you will be prompted to log into the KBOX software with your username and password. You can then access the call to add additional information and/or see the current status of your Helpdesk ticket and the Owner (assigned technician).

12 Once your ticket has been resolved, an automatic with a link to a survey is generated and sent to you. After clicking on the link, log into the KBOX software and then the Helpdesk ticket will open. At the very top of the ticket there will be a survey. We ask that you please complete the survey as this will assist the ITS department in improving our service to our customers.

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14 Title: A brief description of the need, as this will be included in the Subject line of all e- mail notifications pertaining to this call. (i.e. Network Printer Jamming) Impact: Describes how many people are affected by the request. The category is broken down into 1 person, multiple persons or other. Category: The first drop down box describes the main category (i.e. Hardware, Software, Telecomm, Network, Web, Training, Colleague, New Employee, Project, Quote and Unknown), while the second and/or third drop down box(s) further describe the category (i.e. PC, Monitor, Projector, Printer, etc.) Status: The status of the ticket will be changed by the assigned technician to one of the following categories. Open Closed Need More Info (waiting for a contact back from the customer with additional information before proceeding) Waiting on customer (customer not in the office and they are needed in order to complete the ticket) Responded (the ticket has been addressed and/or the customer communicated with, however the call is not complete yet) Suspended (waiting on equipment purchases, time table to complete a project, etc.).

15 Priority: The priority of the call will be established with the assignment of a category and subcategory. Owner: Unassigned is the standard default for the ticket assignment. Once the ITS Helpdesk receives the ticket it will be reassigned to the appropriate technician. Machine: the workstation that the ticket is referencing. Submitter: The submitter will automatically default to the end user that is entering the call directly into the KBOX software. Resolution: The notes that the technician has entered that detail the steps taken to resolve the issue. Comment: Detailed information should be entered into the comment field. Attachment: Documents and PrintKey screens can be attached to the ticket.