Accessing the Technology Help Desk Self-Service site:

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1 Technology Help Desk Self-Service Site Find Technology Solutions and Manage Work Ordersfor all current faculty, staff and students of Philadelphia University Requirements a personal computer connected to the Internet (through your internet service provider) a web browser, such as Internet Explorer (Windows) or Safari (Macintosh) a Philadelphia University network account and password If you have further questions about the Help Desk Self-Service site, please visit the Technology Help Desk on the 2nd floor of Search Hall, send to HelpDesk@PhilaU.edu or call Accessing the Technology Help Desk Self-Service site: 1. To access the Help Desk Self-Service page, browse to Select the Services tab in the menu, then Information Resources, then Self-Service Page. Or, you may directly access the site by browsing to Outcomes This guide will assist you in accessing and using the Technology Help Desk Self-Service site from any location via the internet. With this site you will be able to: Find the Site and Log In see page 2 Find Solutions using Keyword search see page 3 View the Status of and Edit Existing Work Orders see page 3,5 View Closed Work Orders see page 3 Create New Work Orders see page 4 View Your Contact Information on file at the Technology Help Desk see page 5,6 Find Help and Log Out see page 6 3. You must have a Philadelphia University network account in order to log on and use the Help Desk Self Service Site. This is the same account name used to access and WebAdvisor.

2 4. At this point you will be prompted with a pop-up window prompting you to type your username and password. (If you do not see this box, check and turn off any pop-up blocking software as needed.) Finding a Solution for a Technology Issue: Once logged in, please note the search bar on the left side of the screen. This is used for searching our solutions to technology issues. 1. Click in the text box, as shown on the right. 2. Type keywords regarding your technology concern. 3. Click the magnifying glass. 4. You will then receive a list of resulting links as highlighted in blue. 5. browse the list and click on the most appropriate solution. Resetting your User password: If your password is not working, you will need to reset your password before accessing the Help Desk Self-Service site. This can easily be done by using our password reset site. You can access the Password Reset page from the home page of our website: Highlight the Services tab in the red horizontal menu; then highlight Information Resources; then click on Password Reset. Work Order Options: Add New Work Order: (details p.4) If you cannot find a solution to your particular issue, you can always submit a help request to the Office of Information Resources for assistance. Simply click the Add Work Order link under the Search bar: Manage Existing Work Orders: (details p. 5) You can view and change the status of any Work Orders you may have submitted to the Technology Help Desk in the recent past. You can also view any updates made by technicians. Simply click Manage your Work Order Requests. You will also find a link to the Password Reset page at Simply locate the Faculty, Staff & Student Password Reset >> link in the orange box. By clicking this box, the Work Order page becomes the first window you see when logging into the Self-Service system.

3 View Past Work Orders: By clicking on the tab marked Closed you will be able to access a list of work orders that have already been completed in the past. Description: In the largest box, include all important details of your issue (e.g. printer id#/make/model, exact location of issue, detailed description of issue, error messages, etc.) Adding a New Work Order: 1. Click on the button, located under the search bar at the left side of the screen. 2. You should now see a screen titled Work Order Request: Attachment: If your issue contains outside information, such as a screenshot picture of an error message, you may attach this file by clicking BROWSE and locating the file on your computer. (The file must first be saved to your computer before you can attach it to a work order). 4. Submit information by simply clicking the SUBMIT button. 5. You will then see a screen asking you to confirm your request. Please note your work order number. Click OK to continue. 6. The final screen shows your Work Order number, the current technician assigned, and the time and date will be displayed letting you know you successfully opened a New Work Order. 3. Necessary Information: Summary: Enter a brief summary of the issue in the first bar (this should be only a few words to encompass major details of the issue EX: Cannot log onto Blackboard) Call-Back Number: In most cases, your number should be entered automatically; however, if the bar is blank, enter your ten digit telephone number in order to allow Help Desk personnel to contact you as quickly as possible regarding your issue.

4 Updating an Existing Work Order 1. At the Work Order Requests Page under the Open Work Orders Tab, you can see and review any of your current outstanding Work Orders. To view the details of a work order, click on the Work Order number on the left hand side of the screen. All information for that Work Order, including who is assigned and what they are doing to remedy the issue, will appear as below. View Your Contact Information You can view the details of your account information as it appears in our Work Order system. Simply click the View your User Account link, as it appears here. Clicking on the link will take you to a page with your currently held information filled in. 2. To add more information to the Work Order, click on the Add to Work Order Description link when viewing an open Work Order and enter the new information in the text box provided. Once the new information is entered, click the Save button appearing under the text box. You can easily ask that this information be changed: Simply create and submit a work order with the correct information, and ask us to enter your correct contact information. Logging off Important! When you re finished with your Self-Service session, don t forget to close your connection to the network by clicking the SIGN OUT button at the top-right side of the Self-Service webpage window. You must then close your browser window to complete the log off process. 3. In the event that the issue is resolved before the Work Order has been completed, you may close out the Work Order manually by opening the Work Order and clicking on the Complete Work Order link above the current status information.

5 Finding Help The Help Desk Self-Service page includes a link to the Information Technology Webpage. Click on the HELP link on the top-right side of many Self-Service screens to be redirected to this page. When working in a small browser window, it may be necessary to scroll to the right to see the HELP button. You can also find help about the Self-Service page, as well as many other topics, by browsing through the solutions menu as previously discussed on page 3. If you have any comments or questions about the features or procedures found in this document, please feel free to contact the Technology Help Desk, located on the 2nd Floor of Search Hall. You may also send to HelpDesk@PhilaU.edu or call the Technology Help Desk at (4OIT).