LOBO Technology Assistance Center Service Desk Manual End-Users Created July 2012

Transcription

1 LOBO Technology Assistance Center Service Desk Manual End-Users Created July 2012 Website and Login: 1. Go to Please add this page to your favorites bar. 2. Login with your same username and password (same as the /domain login 3. Click the Login button 1

2 HOME TAB Submitting a Request (ticket): 1. Click on Submit your request 2. Choose a Template (Service) Category 3. The Category you choose will be highlighted, and to the right are the types of ticket request under that category, with a brief description 2

3 4. Attached is Appendix A, which list all Categories and the ticket types 5. Click on a sub-category (ex: Data Management, Banner Security Issues we are going to create a ticket for Banner access for a new user) 6. The Requester Details will be automatically populated with your information Requester Details 3

4 7. The Service Category and Category will be populated based on your choice under #2 through 5 8. Under Subcategory, use the drop down arrow to choose the subcategory Drop down arrow, and list of subcategories 9. Choose the Subcategory: Banner INB (Internet Native Banner) 10. Under Description, type what it is you are requesting 4

5 11. Scroll down to the bottom of the page 12. Click the Add Request button 13. An will generate to the LoboTAC and to all the technician s within the Category you chose 14. The LoboTAC and/or technician will then assign it within that Category 15. You can also attached a file, by clicking on Attach File button, selecting the file you want to attached 5

6 16. After you click Add Request, the ticket will open, and will assign a Request ID # 17. You can add comments or reply to comments from the technician 18. Click on either the Action Tab or the Reply Tab a. Add notes b. Add an attachment if you forgot in the first place c. Reply to an sent by the technician about this ticket Requester ID # 6

7 REQUEST TAB Viewing and Adding to your tickets: 1. The Request Tab will show all the tickets you have submitted Subject Line 2. You can open them to view all comments by you, the technician, or OIT department that had imput on the ticket 3. Click on the Subject Line of the ticket to open it 4. Click on the History tab to view the further information 5. Again you can use the Action Tab and Reply Tab to add/respond to information about the ticket 7

8 SOLUTIONS TAB Finding a Solution: 1. The technician could respond to your ticket, asking you to look at a solution under the Solution Tab 2. Find the solution, click on the Subject Line of the solution to open it 3. Follow the instructions 4. Whether the solution worked or not, please go to the ticket, and add a reply or comment to the ticket so we can either close the ticket or continue to assist you in getting it resolved Thank you and we hope you enjoy the new Lobo Technology Assistant Center System! OIT Staff 8

9 APPENDIX A 1. Application Login a. Robo-Password_Reset (OIT department use only) b. Security Concerns c. Unable to login (Active Directory and ) d. Unable to login to Banner e. Request an account creation in Active Directory 2. Communication a. Telephone/Fax Information b. Telephone/Fax not working (Alpine) c. Telephone/Fax not Working (RGC) d. New Long Distance Code e. Request a Telephone/Fax extension f. Request Voice Message Password reset 3. Data Management a. Banner Application System Issues b. Banner Errors c. Banner Security Issues d. General Banner Questions e. P.U.R. Clone f. Report Requests g. Machine Cleanup h. Request data restoration from backup 4. a. attachment problem b. Problem c. Request a member addition to an existing mailing list d. Request an increased storage e. Request removal of a member from an existing mailing list 5. Hardware a. Monitor problem b. PC does not turn on c. Printer problem d. Unable to remote to a PC e. Wireless connection not working f. Request a loaner laptop 6. Internet a. Login/FTP Problems b. Network Problems c. Unable to browse d. Web Site Issues e. Request a file upload f. Request a VPN account 7. Software a. Application crashes frequently b. Request a software installation c. Request a software uninstallation d. Request a software upgrade 9

10 8. Training a. Banner Training b. Web Training 9. User Management a. Request change of place b. Request to start the process associated to a new hire c. Request to start the process associated to department change of a user d. Request to start the process for an employee leaving 10. Others a. Default Request 10