MyTechDesk Creating a Helpdesk Ticket

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1 MyTechDesk is a web-based work order/ticket management system. As of 10/8/2014, this application will be replacing Kaseya. Prior to using MyTechDesk, an account will be created for you by ITG. Your login will be the same as your SCUSD address: 1 st initial, last scusd.net. A temporary password will also be created for you to use on your initial log in. How to log in From the Santa Clara Unified INTRANET page log in to the Staff Area. Find the Help Desk Ticket System link under the Quick Links on the left side of the page. After opening this link, you will be able to read announcements from the IT Group regarding widespread outages, planned updates, etc. Check here before you call the helpdesk to report an outage of any kind. You can create a ticket from this page. Go to the Helpdesk Ticket bullet on the left hand side of the page. You can also find documentation on how to create a helpdesk ticket. MyTechDesk.docx Page 1

2 Tapping the app.mytechdesk.org link will take you to the Sign In page. Enter your address and the temporary password. Once you ve successfully logged in you can update your password in the PROFILE section of the DASHBOARD. If you have the system SAVE or REMEMBER your password and log on, you will be able to skip the sign-in page in subsequent sessions. The first thing you see after you sign-in to the MyTechDesk application is your DASHBOARD. All of your OPEN tickets will be displayed on this page. From this page you can create new tickets, find all open or closed tickets, change your password, or log out of the system. MyTechDesk.docx Page 2

3 Adding a ticket - To create a new ticket, tap the Add new ticket button on the Dashboard. The following screen will appear. Summary: This is a brief description of the ticket. Note: this is the one line ticket summary that will appear on your DASHBOARD when you first log in. If you don t want to drill down into the individual tickets to see what they re about, make this one line description as concise as possible. Example: Need accounts for new teacher is a lot less helpful than Need Aries.net account for Jane Doe, a Special Ed teacher as the summary. Category: This is a mandatory field. Currently, the only category is general. New categories will be added as the system evolves. Importance: This field is optional. All tickets will automatically default to medium importance. Tickets will be assigned a Priority by the Technicians as they are assigned. Requested by: This field is automatically filled in with the information of the person submitting the ticket. This person will receive all the correspondence regarding the status of the ticket. If you are creating a ticket for someone other than you, use the drop-down menu to find their name. Note: the person listed in the MyTechDesk.docx Page 3

4 requested by field will receive all the status s from the technician and the request will show up on THEIR DASHBOARD if they have an account. Description: The details of the request will be entered here: name of user (if different from the submitter), location of machine, accounts required, etc. There doesn t appear to be a limit to the number of characters you can use to describe the issue at hand. You may cut/paste information from other documents into this section. Assigned to: Use the drop down menu to assign the ticket to the SIS Group or the technician at your site. Due Date date and time: This is an optional field which may or may not be used by the technician assigned to the ticket. Attachments: Optional field. If you use attachments, they MUST be in PDF format. PDF Employee Action forms before you attach them here. When you are done entering all the pertinent information and attached any documents that may be needed, tap the SAVE button. A 10-digit Ticket Number will appear at the top of the form. You CANNOT modify the ticket once you have submitted (i.e., saved) the ticket. Any corrections or additions to the request will need to be made using the Add Follow-Up button on the bottom of the form. Enter additional information and tap the Add button. The new information will be added to the bottom of the ticket under Messages. Once you have SAVED the ticket or ADDED additional information, you will have the option to log out, PRINT the ticket or cancel the ticket entirely. To print the ticket, tap the Print button. A single screen shot of the ticket will appear. Type Ctrl-P to get the print dialog box. Print as directed. MyTechDesk.docx Page 4

5 If you need to delete or cancel the ticket at this point, tap the Cancel button. Enter an explanation in the dialog box (i.e., the problem fixed itself, etc.) and tap Yes. The request will remain in the system (i.e., you can still search on the ticket number) but it will be closed. If you don t want to cancel the request or you hit the cancel button by mistake, tap No. Searching for tickets Any time you log into MyTechDesk, your DASHBOARD will list all open tickets created by you. If you would like to look at a ticket that has already been closed, go to the Tickets tab at the top of the DASHBOARD. From there you may use the ticket status criteria, requestor, or ticket number to search for a ticket. MyTechDesk.docx Page 5