Using the jmrdesign Service Desk

Transcription

1 The jmrdesign Service Desk provides supported client users with a more comprehensive resource and easier to use interface. The jmrdesign Service Desk is designed to increase the efficiency and reduce the response time to address technical support needs of a user. When a user requires assistance, the user will fill in a few fields on a form which will initiate the request for assistance. All communication between the user and jmrdesign from that point on will be captured into a searchable database that will facilitate more efficient corrective action to resolve issues for the user. Initiation of a support request creates a ticket and starts the process by immediately notifying jmrdesign of the request for assistance. A user can request support in one of the following ways, listed in order of preference: 1. Login to the jmrdesign Service Desk Portal at 2. Fill-in a support request form made available by clicking on the Submit Support Request button on the jmrdesign.net website. 3. Send an to support@jmrdesign.net The quickest way to access the first method is to left click on the Help Desk icon in your system tray and then choose from the menu that opens. Service Desk Portal Home is shown below and is the preferred method to submit a support request 1

2 because it connects you directly with the Service Desk system and allows you to check the status of other tickets including all those that have been closed. Do not choose Create Support Account if you are a user who is currently being supported by jmrdesign; you already have a support account. You must login to view your ticket history. As is evident in the screen graphic, a knowledgebase of Articles is also accessible from the Service Desk portal home page. The number of articles in the knowledgebase will grow over time. All users are encouraged to first search the knowledgebase of Articles before submitting a new ticket because the solution to their current issue may be found there. Also notice the Announcements section at the bottom of the portal home page. jmrdesign will post warnings or information for all users in this section, including recommendations to read a specific article. Expect this area to change content over time so be sure you check it periodically. The Announcements can only be seen on the portal home page. The user must login from the portal home page using their address as the User Name and their address password as the portal Password. After logging in, the dashboard displays similar to the following. Any existing tickets will be shown in the portal display and grouped based on the next required action. Awaiting My Response contains tickets that you need to respond to so do not delay in processing your response. Awaiting Staff Response contain tickets that jmrdesign is responding to. Click on a ticket to open it up and view the status details. 2

3 Submit Ticket Once logged in, click on Submit Ticket to create a new request. The Submit Ticket screen displays as shown below with your name and address pre-populated because you have an account. Choose the correct Category from the dropdown and select the Priority you want. Enter a brief but descriptive Subject that summarizes your request. Enter Details with enough information to allow jmrdesign to start down the correct path to resolving your request. Generally, more detail is preferred over less because more initial detail can answer questions immediately and reduce the number of interchanges between jmrdesign and the user. If you need to upload a file, use the Browse button to find the file on your system, and then click on Submit. 3

4 After submitting a new ticket, you are returned to the portal home page and given a ticket reference number confirmation as shown in the following graphic. Click on Dashboard to see all of your tickets again, including the new ticket you just submitted. During the course of processing a ticket, there may be a number of exchanges between you and jmrdesign. They would appear similar to the following graphic. When you need to respond, fill in the Add Response box and click on Submit to process your response. 4

5 The Service Desk portal home page can be directly accessed here 5

6 Submit Support Request is a button provided on the jmrdesign.net website that allows visitors to submit a ticket by clicking on the button which then opens the new dialog window shown below. This is not a preferred method for submitting a ticket but it does work. Again the best method to use is the Service Desk Portal available from the System Tray icon on your desktop. Support Request will open MS Outlook if not already open and pre-populate an message to be sent to support@jmrdesign.net. The user should create an effective Subject which will become the Summary title in the ticket. Whatever the user places in the body of the will be included as part of the Details section of the ticket. Therefore, please limit the content of the message to only text that is applicable to the ticket in order to to provide an efficient submission; do not include any signature or contact information because the system already knows who you are. When sending the message, Outlook must be open and running in memory in order for the message to actually be sent. This method does work to create a new support ticket but it is the least efficient option. Any client may be used to initiate creation of a ticket but the contents will not be pre-populated. a Screenshot captures an image of the user s screen, and then opens an message in order to send it to support@jmrdesign.net. Save Screenshot Locally captures the screen image and allows it to be stored as a file on the user s system. Use this to capture the screen image, save the file, and then upload the file along with the ticket submission. Using this especially when there are specific error messages being displayed can really speed up the troubleshooting and response process from jmrdesign. AFTER REQUEST SUBMISSION Following the submission of a support request, you can expect to start receiving messages containing confirmations or requests for further response. In situations where your system is down and not usable, you should call or text to request support. 6