End User Service Desk Guide

Transcription

1 435 Glenwood Road, Binghamton, NY Service Desk Phone: (607) End User Service Desk Guide In order to help facilitate increased communication regarding user requests, the South Central Regional Information Center (SCRIC) has implemented a new service desk system for all administration, faculty and staff in the district. This new system replaces the current request system for users it will be used to maintain your requests (incidents) for assistance. You may also contact the service desk by calling At work, click the desktop shortcut to access Service Now: To access Service Now from home or from UE loaner laptops: From the Safari or Internet Explorer address bar, type: Tip: So that you don t have to enter the above address each time, save this site as a favorite by: PC clicking on Favorites, then Add to Favorites Mac clicking on Bookmarks, than Add Bookmark The Service Desk System Login screen appears as shown below.

2 SCRIC End User Service Desk Guide August 30, 2010 Page 2 of 5 Login with your user name and password (see below) and then click: User Name: your address (name@schooldistrict.org) Password: password1 (this is the default user password you will be prompted to change your password the first time you login) The Employee Service Desk (ESD) Homepage Once you ve successfully logged in, the main ESD Homepage appears. This screen displays: an option to Create a New Incident news about important network items you may need to know about a summary at the bottom showing any open incidents you already have in the system (click on the incident number to see comments regarding the status) To Create a New Incident (help request) click on: The Catalog Item - Create a New Incident screen appears showing your username, district, building, room number and contact number. If any of this information is not correct, click on the

3 SCRIC End User Service Desk Guide August 30, 2010 Page 3 of 5 magnifying glass next to that field to display a list of options and click on the correct information. Urgency The default setting is Low if you feel that your problem is significant to doing your job (i.e. you can t login or your PC doesn t power on), click on the drop-down arrow to change the urgency to medium or high. Category Scroll down to the Category field and click the dropdown arrow to see a list of options. Choose the option that best fits the problem you are having. For example, if you having a problem with your PC, printer or SmartBoard, click on: Hardware Subcategory The Subcategory field lists specific items relating to the Category. Click on the drop-down arrow next to subcategory to see the list. Depending upon the category you pick, you will see different subcategories.

4 SCRIC End User Service Desk Guide August 30, 2010 Page 4 of 5 Short Description Type a short description of the problem. For example, Can t power on my PC or Unable to see my H: drive. The technical staff will be able to view a summary screen of all incidents seeing a short description will allow us to quickly assign your incident to the appropriate person. Please Describe Your Issue This allows you to describe your incident in detail use as much space as you need. Attaching a File Paperclip To attach a file to your incident request, (i.e. a screen showing an error message you are getting or a MS Office file you re having problems with) click on the paperclip icon in the upper right.

5 SCRIC End User Service Desk Guide August 30, 2010 Page 5 of 5 The Attachments window appears use the Browse... button to locate the file you want to attach. Then, click on Attach. The file(s) appear under Current file attachments. To print an incident, click on the printer icon in the upper right corner although you can always view them in the system. Click: You will see a window showing you that an incident number has been assigned. Additional Comments At any time, you may add any comments and click on Update to let support know of any new information. ESD Homepage Click on Homepage on the left to return to the main screen. Logging out of the system When you re done, click on in the upper right. This returns you to the main Service Now screen, where you can close Internet Explorer or navigate to any other website. Other things to know... An message is also sent to you click on the blue underlined incident number to hyperlink to the Service-Now system to login and view the status of your incident. If you forget your password, contact the Service Desk at If you need assistance in entering an incident, contact the Service Desk at