Wrightstown School District

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Anissa O’Neal’
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1 Wrightstown School District Overview E-help desk gives you the ability to create your own Help Desk tickets. It also allows you to be able to check the status of your requests, and add updates (comments) to your tickets. All support tickets for Maintenance and IT must be submitted through this software. As the database builds we will be adding the resolutions to some of the simpler problems into the Everything Help Desk Knowledge Base. At that point, you can search for a solution on how to fix the problem yourself and save you time on getting back to the task at hand. Logging in You can login to ehelpdesk by going to the Staff Page on the WCS D website. On the Left side is the Help Desk link. Log in with your Novell Username and Pasword.

All support tickets for Maintenance and IT must be submitted through this software.

2 Under the Link Help Desk is the Create Help Desk Ticket link.

3 The login page will have the following fields: Fill in the Login Id and Password fields with your Novell Login username and password. Navigation Once you log in, this is the main page you will see: You can select either one of these to create a new ticket.

4 Screen Tips can be found by placing your mouse over an icon. To create a new ticket click on the Create New Ticket button or the icon with the green plus sign. Submit a Request Required fields There are certain fields in each section that are required. These are indicated by an asterisk and explained below: 1. Contact Information: will be filled in for you. 2. Ticket Info: The information gathered from this section is very important because the more information you put in the ticket, the easier it is to assign the ticket and get the problem fixed faster. If the description is incomplete you will receive a call back for more information. o Location this is the location where the problem is, which may be different from your contact information above (i.e. submitting the ticket for someone else). o Group are you submitting this ticket to Computer Technology or Facilities Maintenance. o Category What type of work needs to get done Software, Hardware, Maintenance, etc. o Category option click the drop-down arrow next to the field and pick from the available list that best fits. o Assignment Done for you. 3. Description: The only required field in this section is Subject; this is something that briefly describes the problem like "windows crashing" or "getting error message." You can then supply more detailed information in the Note field. Tip: If you are getting an error message for a technology ticket, it would be helpful to copy and paste it into the note area or attach a screen shot. 4. Submit: When you have finished filling out the ticket hit Save Changes and that will submit your ticket.

2. Ticket Info: The information gathered from this section is very important because the more information you put in the ticket, the easier it is to assign the ticket and get the problem fixed faster.

5 If you haven t filled in one of the required fields after clicking Save Changes, you will get a "ticket not saved" error message at the bottom of the window, and the missing field will be highlighted. Once the ticket has been saved successfully, you can close the window. If you want a copy of the ticket ed to you after you submit it you need to also select the User button by Notification.

highlighted. Once the ticket has been saved successfully, you can close the window.

6 Viewing Requests Open requests When you first open ehelpdesk, the page that displays shows your open tickets; if not, you can click on the My Ticket icon, then you can see the status on the screen. Closed requests If you would like to see your closed tickets, just put a check in the Show closed check box and it will list all of your closed tickets. Updating an open ticket If you would like to update an open ticket, double click on the ticket and you will see the Add comment button which will open a separate box to add your update.

Closed requests If you would like to see your closed tickets, just put a check in the Show closed check box and it will list all of

7 Click the Save Changes button and sign out of ehelpdesk when you are done. Logging out When you are done with checking your tickets you can log out of ehelpdesk by clicking on the door icon at the top of the web page.

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