Educational Technology Services. Maximizing Student Success through Technology Integration! HelpSTAR Quick Guide. Oklahoma City Public Schools

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1 Educational Technology Services Maximizing Student Success through Technology Integration! HelpSTAR Quick Guide Oklahoma City Public Schools

2 HelpSTAR Help Desk Software Key Points HelpSTAR is one of the IT industry leaders of help desk management software. With a client list that includes many manufacturers (e.g., Motorola, General Motors), service organizations (e.g., FedEx, HBO), government organizations (e.g., US Navy, US Air Force), and even educational institutions (e.g., John Hopkins University, Ohio State University), it s not surprising that Help Desk Technology International s HelpSTAR won the Best Help Desk Software award. The Oklahoma City Public School IT Department has purchased this fantastic software to implement at the district level to streamline the help desk ticket request process. Login to HelpSTAR The HelpSTAR interface is located on the internet and can be accessed anytime while connected to the district s local network. (Or by connecting to VPN.) 1. Open Internet Explorer. 2. Navigate to the HelpSTAR website On the Login Screen, type your User Name. (first initial/middle initial/last name combination) 4. Press tab and type your password. (Try the password you use to log into a computer. If that does not work, go to step 5. If it does work, then go to step 6.) 5. The temporary password for the initial log in is helpstar. 6. Click the Login button. 1

3 HelpSTAR Environment Key Points The HelpSTAR interface is set up with tabs across the top, similar to a file cabinet. Tabs Tabs Logoff Button Changing User Password The password provided to you is meant to be a temporary password. When you log to the system for the first time please change your password. You can go back into the system as many times as you would like to change your password as needed. 1. Navigate to the HelpSTAR Account Info tab. 2. Click Account Info. 3. The Account Info screen will appear. 2

4 4. Type in a new password. 5. Type in the same password in the confirm password field. 6. If your address is not listed, type in your address. By providing that, the technicians can you questions and status updates so you won t have to keep logging into this site to check the status of your tickets. 7. Click Save. Creating a Help Desk Request Once requests are created, they are sent to a queue area, and distributed by the help desk personnel to the appropriate owner to resolve that help desk ticket. 1. Click the New Request tab. 2. From the New Request window, fill out all relevant fields. 3

5 3. Your username is populated in the requester field. 4. Under the Category field, click the text Select a Category. The Select a Category dialog box will open. Choose a problem type that best describes the issue you are reporting. 5. Choose the Urgency. The default is Medium. 4

6 6. Leave Due By at the ASAP default. 7. Skip the item field. 8. The request title must look like the following convention. School Name // Room Number // Issue i.e. van buren // B222 // dead network connection ---NOTE THE SPACES! 9. In the open memo area, please include your name, brand and serial number of computer with the problem or needing software and as much information as possible. This will aid in determining the best distribution for a quick solution. 10. If there is a document that would aid in the understanding of this issue, like a screenshot of an error message, it can be uploaded into this area as an attachment. (Refer to later instructions for attaching a document.) 11. When all appropriate information is completed, save the request by clicking Save at the bottom of the screen. Tracking a Request Key Points All requests logged by you can be tracked in your HelpSTAR user interface. 1. Click the Open Requests tab to track open tickets awaiting resolution. When someone has resolved your issue, then it will be moved to the Request History area. 5

7 2. Click the Request History tab to see a history of closed tickets. HelpSTAR Help Desk Creating an Attachment Often a request would be better understood with a screen shot of an error message or a picture of the hardware issue. If a user is working in an application, you can press the key Prnt Scrn (Print Screen) on the keyboard (located near the delete key). Open up MS Word and paste the screenshot on the page, and then save. A digital copy of a Word document or a.jpg file on the computer can be attached to the New Request window. 1. Click on the paper clip located at the top section of the New Request screen. 2. The upload window will appear. 3. Browse to the location of the file. 4. Click upload. 5. Click close 6. The window will refresh and add an attachment tab 7. Save the request when all fields are filled out. 6

8 Logoff HelpSTAR From the HelpSTAR window, click the Logoff button in the upper right hand corner of the screen. FYI HelpSTAR Key Points When creating a new request in the HelpSTAR system, each request gives the option to categorize the type of request and the urgency. Below are the guidelines that should be followed when choosing the best category. The desire for all requests would be to call them an Urgent request, however not every request should be categorized to that level. For help requests to proceed efficiently and effectively, you must appropriately reflect the urgency of the request. Critical High Medium Low Issues that effect the entire function and environment of the school. Network outages. Issues that effect multiple individuals on the staff. Computer lab, office, libraries. Issues that effect a single staff members local system. Issues that aren t part of a critical function of a staff members job. 7