Using the CA Unicenter Service Desk User Name: Your full MDECA Address (For example:

Transcription

1 Using the CA Unicenter Service Desk User Name: Your full MDECA Address (For example: Password: mdeca, or a blank space, or mdeca#help1 (If none of the above passwords work then Jason or Chris for assistance.)

2 (This page is intentionally blank) 2

3 Logging into CA Unicenter Service Desk...4 Creating A New Request...5 Finding Your Open Requests...9 Adding Comments/Documents to your Request Using the Helpdesk as an Answer Database. 13 3

4 Logging into CA Unicenter Service Desk 1. Navigate to the MDECA homepage, On MDECA s homepage, click the CA Unicenter Helpdesk link. 2. You will be redirected to the CA Unicenter Service Desk web site. Enter the username and password provided to you by MDECA to log in. Please note if your address is not allowing you into the system, then otoski@mdeca.org or trepal@mdeca.org. 3. Also, please remember your password is case sensitive. Username: Your MDECA Address Password: mdeca, or a blank space, or mdeca#help1. 4. After you enter your login information, the helpdesk home page will display. From here you will be able to do the following: a. Create a new request 4

5 b. Review your open requests c. Review your closed requests d. View Help Desk Announcements e. Change your password Help Desk Home Page Create a New Request 1. To create a new request, click on the link, Create a new Request found at the upper left side of the helpdesk screen. 5

6 2. After the window refreshes, you ll need to select a Fiscal request area by clicking the + sign next to Request Area (required). 3. After the Window refreshes again, click the + plus sign next to MDECA on the Request Area list. Next click the + plus sign for Fiscal, then SAAS, USAS, or USPS. This will automatically copy MDECA.Fiscal.USAS (or USPS/SAAS) in the request area on the ticket. 6

7 4. Enter a brief Request Summary if you want, then enter a full description of your issue in the Request Description field. Please be as detailed as possible in your description. The more information we receive, the quicker we can resolve the problem! 5. Click SAVE at the top of the screen to save your information and to submit the request to MDECA Student Services Helpdesk. Figure 8 7

8 6. After clicking Save, you will return to the Home Screen. You will receive a request number and confirmation that your request was created. Click on the link Request ###### created. Click here to view to open your newly created request. 8

9 Finding Your Open Requests 1. Go to the Helpdesk homepage, to check on the status of request(s) you have submitted. In the section labeled Look up my existing Requests, click on the link You have # open requests, or you can type in the specific request number. Figure Click on the blue number assigned to your request to open the Request Detail screen and view the communication log and status (Figure 14). 9

10 3. Scroll to the History section of the request to see the communication log. (We will add your district initials in front of the Request Summary info.) Adding Comments/Documents to your Request 1. Click Add Comment to provide more information or reply back to Helpdesk on your request. 10

11 2. Your screen will refresh for you to add comments or new information. Click Save when finished adding comments to submit the information back to Helpdesk. Figure If you need to attach a document or screen copy, click Attach Document at the top of the screen. 11

12 4. After the screen refreshes, click the Locate File button to browse your PC/Mac and locate the file to be uploaded. 5. Click Browse. Once you locate the file, click OK to upload the file to the server. 6. Your screen will refresh with a confirmation that the document was successfully uploaded. Click Save and Close to return to the Request Detail Screen. 12

13 ***Important Note: To open documents attached to a Helpdesk request, you may or may not have to hold down the Ctrl key while clicking on the document name. If necessary, continue to hold down the Ctrl key while clicking Open in the File Download box. USING THE HELPDESK AS AN ANSWER DATABASE: Remember, the Unicenter Helpdesk software can be a great resource for you to refer back to answers we have given you in the past. By clicking on closed requests or by searching for key words in your requests you can quickly find answers to previous topics you have asked us about. Use % around key words in the search summary or description fields to find tickets containing those key words. For example, to search for all of your tickets containing the word refund, you would enter %refund% in the search field. 13

14 And you would see results similar to this: Click on a Request # to open the ticket and view the answer dialog. 14