Eduphoria Helpdesk for Campus Facilitators

Transcription

1 Eduphoria Helpdesk for Campus Facilitators Managing Requests in Eduphoria Helpdesk Helpdesk benefits both the facilitator and the staff member in that they can utilize Helpdesk to communicate and track the status of a request. You can access Eduphoria through your application icon on your desktop. Or, you can also access Eduphoria on the LISD Homepage by clicking on Staff, and selecting Eduphoria from the dropdown list. When opening Helpdesk, it defaults to Requests Assigned to Me so that the facilitator can easily see those requests assigned to him/her. A facilitator will have all of the same options as an end-user as well as additional request management options. These options allow you to view requests based on assignment, campus, and request status. Technology Department Page 1

2 You can also search through a list of requests by using the small funnel icon at the top of the list. By filling in any of the following field options, you can filter out the requests within a given list: Requested By Ticket ID Date Range Request Type Contents (This will actually do a keyword search through the details of a ticket.) You can quickly search for a ticket by typing the ticket ID number using the search box directly above the list of tickets. To sort or print the list of requests, right click the top of the request list. The context menu allows you to change how the requests are sorted as well as give you the ability to print the list. Technology Department Page 2

3 Print All Unprinted Tickets - This feature allows a facilitator to print a list of open tickets, one per page. Once the ticket has been printed using this specific print option, it will be flagged as printed. Printing again with this option will only print tickets that have not yet been flagged as printed. Printing a ticket individually or printing a list of all tickets will not affect the "Print All Unprinted Tickets" feature. Facilitators have many options when editing the details of a request. You can add a note asking for more information or you can provide information back to the campus staff member. Both you and the staff member will receive an . For example, you can add a note letting the staff member know when you will come by his/her room or office to address the issue. In addition, you can select Add a note for the technician and the note will only show for him/her. This feature might be used to write notes on how the issue was solved. Please do NOT select the Exclamation Mark which marks the request as an emergency. If you cannot fix the problem, you would just immediately close the ticket and create a ticket in Magic for that type of situation. If you have successfully fixed the issue or you know it is an issue you are unable to address, select Close Ticket and a small drop down box will appear. This drop down box will allow you to write a note letting the faculty member know that the issue was resolved or that you are creating a ticket in Magic so that a technician from the Technology Department can come out to address the issue. Be sure to select the Submit button. Technology Department Page 3

4 Do NOT select the delete button. You will always close a ticket as a result of resolving the issue yourself or opening a ticket in Magic for a technician from Technology to address the issue. Do NOT Request Re-Assignment. Again, you will close the ticket as a result of resolving the issue yourself or opening a ticket in Magic for a technician from Technology to address the situation. You have the ability to the ticket to someone else if you want. It doesn t reassign it to that person. It just lets them see the ticket information. For instance, maybe you might want to ask another facilitator if s/he has seen the issue before and knows how to resolve it. The pencil button enables you to change the properties of a ticket. This allows the original information, such as campus and room number to be changed. Adding an additional requester to the ticket allows another person to stay informed about a ticket. If you need to add another requester to the ticket, click the + (plus sign) next to the requester s name. If a name is showing in the search box, delete it, and enter the person's last name. If more than one name appears, select the correct person from the list and choose Add Contact. Otherwise, the person's name will automatically be added to the ticket. If you want to add a request to document work you have done, select Create A New Request in the bottom left. Select Technology. You will be prompted with a selection of different technology categories for you to submit a support request. In addition, this screen will alert you to any customer service surveys you may have pending. Technology Department Page 4

5 By clicking on a category, you will be able to submit a request. This will bring up a blank request form and allow you to submit the details of your request. You can now enter the necessary information to submit your request. All fields are required for the ticket. Files can also be attached while submitting a ticket. Click the blue arrow next to attachments to expand that section. The three different browse options can then be used to upload one to three files. Once all information has been entered, click Submit Request at the bottom right. When you have completed the work, close the ticket. **FYI--There is a Helpdesk App for the iphone and ipad. Just go to itunes, type in Eduphoria Helpdesk and follow their instructions. Technology Department Page 5