Track-IT! (ALA Help Desk)

Transcription

1 Track-IT! (ALA Help Desk) Where is TrackIT!? Two (2) Ways to TrackIT! Use the link entitled ITTS Help Desk on the ALA KM home page Open a browser and go to Entering a ticket is as easy as 1-2-3! Your login is your first initial and last name no spaces, just like your network login. What is my password? a) If you have logged in to TrackIT! in the past, your password has not changed. b) If you have forgotten your password, ITTS can reset it to HelpMe!* c) If you have never logged on before, no password is needed. Just enter your username and you will be prompted to create one. *You will be prompted to change your password upon first login since you do not want others to view your help tickets. Last update: November 7, of 5

2 Get Help: Enter a Work Order On the left navigation pane, click the Add New Work Order link. Enter your question or problem in the Summary field. Use Description to clarify the issue. Last update: November 7, of 5

3 Select the Priority for this request, options include Priority Level Priority Description Examples of When to Use 1 Just a Casual Question 2 Need help- Not time sensitive 3 Can t get anything done 4 Things are broken, please fix 5 OMG! People are dying! Where can I find or when is the next or how do I? Equipment Requests, New Software Requests, Request for Further Training ITTS help in a long term project. Printer is low on toner. You require 1-on-1 training to finish a project with a deadline. Workaround is in place, but need will be urgent if not attended to soon. Workstation issues are preventing you from finishing a project with a deadline. Sites are down: ALA.org, ALA store, ALA Connect, Blogs and/or Wikis are down, imis is down. Your request will be immediately entered into the ITTS queue for action. All ITTS staff will be able to view incoming work orders. Retrieve and View All My Work Orders You can retrieve your work orders via Track-IT! and follow the status of help request, as well as any notes added by the technician. To View a Previously Submitted Work Order: 1. Select the Manage Work Order Requests link on the Home Page. 2. Click on the Open Work Orders, Closed, or All tab to view your work orders in one of these groups. Last update: November 7, of 5

4 3. Click on a Work Order Number to view the details of the request. You can: add to the description of the work order; print the work order; add an attachment to the work order; see who is assigned to your request and read any notes entered. Tip: 4. Click on Back to Your Work Orders to return to the list view. If you want to see the Open Work Orders page as your default when you login to Track-It! Select the Make this page my default view checkbox on the Open Work Orders tab. Last update: November 7, of 5

5 Cancelling a Work Order In the event that your issue is resolved, you can close the Work Order. 1. To find the work order you want to complete, click the Work Orders tab. 2. Click the Work Order number. The work order detail displays. 3. Click the Close link. 4. Enter a short description in the text box describing how you resolved the problem. 5. Click the Close button. 6. A confirmation messages displays that your work order was closed. 7. Click OK. The work order will be removed from your Open Work Orders list. You can click the Closed or All links to view the closed work order. Change your TrackIT! Password 1. When you enter Track-IT!, you will see a list of quick links displayed on the Home Page, go to change your password link under the View Your User Account link. 2. Enter your new password, and enter it again for confirmation, then click the OK button. What is the Solutions Database? The central location for all ITTS Training Instructions and Documentation can now be found at: You will need to log-in to see the solutions behind the Staff Resources link in the left navigation. If you need help seeing resources on this page or have questions in general with creating a TrackIT! ticket, please contact Pamela Akins at 312/ or pakins@ala.org. Last update: November 7, of 5