ManageEngine ServiceDesk Plus. The new Copper Mountain College Helpdesk System

Transcription

1 ManageEngine ServiceDesk Plus The new Copper Mountain College Helpdesk System

2 Why do we have it? To make repair and service requests with the I.S. Department. To keep a history of all of your requests. To improve documentation. To help identify problematic and end of life equipment. To provide better service.

3 Web based Application There is nothing to install. Use Internet Explorer. Browse to while on campus. Note: the website is not available off campus, however, you can use the campus on (Outlook Web Access) to log a request as well. This will be discussed later

4 While on campus In Internet Explorer, browse to (note you need to put the in the address, otherwise you will get a webpage cannot be displayed message). If prompted, log in using the username and password you use to log in to the computer on campus. Log on to = CMCCD

5 Add the page to your Favorites or make a shortcut on your desktop. For Shortcut: Go to File Send Shortcut to Desktop. For Favorites: Click the Favorites button Add to Favorites

6 If you created a shortcut on your Desktop, it will be named AdventNet ManageEngine ServiceDesk Plus

7 Creating a request There are 3 simple ways to do this under the Home tab 3 simple ways under the HOME tab

8 Method 1: Click the I m having issues with: dropdown on the right side of the screen. Choose what you need support for.

9 Method 2: Click the dropdown arrow next to New Request on the left side of the screen and select the appropriate template that describes your issue.

10 Method 3: Click the New Request link on the left side of the screen. This will open a blank template.

11 Choose the Priority. By default, the priority is set to Medium Complete within 1 week. Others are Critical Immediate Response (this is only selected for enterprise wide issues i.e. the network is down, an entire classroom is down, or a projector does not work for current class, etc.), High Complete within 2 days, Low Complete within 1 month.

12 As best as you can, pick a Category from the dropdown on the right if using a blank template. This will already be populated if you chose the category from the I m having issues with section or the dropdown arrow on the home page. Note: there is typically an Other choice in case you can t decide what Category the issue falls under.

13 Working top down, after you select a Category, you can add a Sub Category.

14 You can add an Item for some Sub Categories.

15 Note: When creating requests, the fields with Red asterisks are required, but please still try to provide a Category and Sub Category as already discussed. Your name will show in the Name field. Add a Subject and Description ; please be as descriptive as you can for us.

16 You can attach a file if you need to (i.e. screenshots, a document you have questions about, etc.). To do so, Click the Attach File button and browse to where the file is.

17 When you have filled everything out, just click the Add the Request button at the bottom of the window.

18 You ll see your request in the next window. You can review here.

19 Click the Requests Tab. A history of all your requests will be here.

20 You can filter by clicking the dropdown arrow next to Showing. Filter by My Open Requests, My Closed Requests, etc.

21 New requests are in a queue. All IS staff have access to the queue. Your request will be assigned to the appropriate technician. Assigned to will change from Unassigned to the technician s name.

22 The Request status is OPEN while we work on it

23 You may receive from We may ask you for more information. Our conversation will be embedded in the ticket and archived for the future.

24 Resolved status When the tech is done with your request, the status will change to Resolved.

25 You ll receive an from ServiceDesk when the task is resolved The prompts you to click a link to Close the ticket if you agree the issue is resolved. The also prompts you to simply Reply to the if the issue is not resolved. This reopens the ticket.

26 The Status will change to Closed after you click the link in the . The tech can also change a status to Closed if all is working and the Requestor agrees.

27 Click the Resolution tab to see the problem resolution.

28 Click the Home tab to go back to where you originally started. You can see links for Pending requests and Completed requests here as well.

29 Solutions tab Will have instructions, FAQs, etc. in future

30 If Adjunct or off campus: You can us using the from the Campus website Send to Include a Subject line and a Description of the issue or question. Note: if you have to use an other than the campus (i.e. Hotmail, Gmail, etc.), please include your name in the subject or body of the so we know who the request is from.

31 If Adjunct and on campus, you can also browse to on the shared Adjunct computer. Please include your name in the problem description so we know who to contact as this is a shared account.