Guidelines for Using the Web Help Desk

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Sheila Hubbard
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1 Guidelines for Using the Web Help Desk Technology Department 7/15/2013 The purpose of this document is to provide guidance on how to navigate the School Association for Special Education in DuPage County s Online Help Desk to create and submit help desk tickets. 1

how to navigate the School Association for Special Education in

2 Contents Welcome to SASED s Help Desk!... 3 Navigating the Help Desk... 3 Logging in... 3 Submitting a Help Desk Ticket... 6 Tracking Your Ticket

Welcome to SASED s Help Desk! In order to provide better service and communication throughout the Help Desk process, the Technology Department has launched the SASED Help Desk.

3 Welcome to SASED s Help Desk! In order to provide better service and communication throughout the Help Desk process, the Technology Department has launched the SASED Help Desk. This online system will allow you to submit tickets and review the progress of your request. You will now receive notification that your request has been received, which Tech has been assigned to assist you, and confirmation when your request has been resolved. Review this training document in order to familiarize yourself with the steps of creating and tracking help desk tickets. Please note: Help Desk requests ed to individual Tech Staff members will not be processed. Navigating the Help Desk Logging in 1. The Web Help Desk portal can be accessed through the Technology Department page of the district website. Open up Internet Explorer on your computer and select Technology Department from the main menu on the left side. Then select Help Desk from the menu on the right side of the Technology Department page. 2. After clicking on the Help Desk button, you will be taken to the Web Help Desk log in screen. Your User Name and Password will be the same as your network and user name and password. Click on Log In to enter the Web Help Desk site. 3

You will now receive email notification that your request has been received, which Tech has been assigned to assist you, and confirmation when your request has been resolved.

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5 3. Upon logging in for the first time, you will be taken to Help History. From here you can view past requests and responses from techs. 4. To navigate away from the Message Center, click on a tab heading. 5

6 Submitting a Help Desk Ticket 5. Clicking on the Request tab will bring you to the default ticket creation page. From here you will be able to select the type of request and provide additional details regarding the issue(s) being experienced. 6. Click on the arrow to the right of Request Type to access the drop down menu and select a category. Based on the category you select, you may be prompted to select a sub-category to better describe the request. For example, selecting Hardware in Request Type will prompt you to select the type of hardware. 6

Click on the arrow to the right of Request Type to access the drop down menu and select a category.

7 After filling in the requested information, select the building and room/location in which the issue is occurring, then click the Save button to submit your request. 7

7. Upon sending your request, you will receive immediate notification that your ticket has been submitted. A confirmation will also be sent to your district email address. Tracking Your Ticket 8.

8 7. Upon sending your request, you will receive immediate notification that your ticket has been submitted. A confirmation will also be sent to your district address. Tracking Your Ticket 8. To check the status of a ticket, you can either select the link from your confirmation OR log into the Web Help Desk application and click on the History tab. Click on the ticket number to open the history for an active ticket. To see other tickets you have submitted, select a different option under Status. 8

To check the status of a ticket, you can either select the link from your confirmation email: OR log into the Web Help Desk

9 9. From here you can review the details of your ticket, including the status, estimated due date, the name of the technician assigned to your ticket, and any notes posted regarding your request. 10. Once your issue has been resolved, you will receive a confirmation . Please confirm the completed status by clicking on Yes or No in the . This will take you to the Web Help Desk ticket history. 9

Once your issue has been resolved, you will receive a confirmation email.

10 11. Click on Yes or No to indicate if your issue was resolved. Clicking No will reopen your ticket. Clicking Yes will close the ticket. Click Yes or No 10

11 12. You will receive a final confirming your ticket has been closed. 11

Guidelines for Using the Web Help Desk

BURBANK SCHOOL DISTRICT 111 Guidelines for Using the Web Help Desk Technology Department 1/7/2013 The purpose of this document is to provide guidance on how to navigate the Burbank School District 111