SMMUSD WEB HELP DESK 2013

Transcription

1 SMMUSD WEB HELP DESK 2013 THE ONE STOP SHOP The district s new web based help desk is your one stop shop to address all your technical needs. Using a single widely accessible interface, the help desk will efficiently route your request to the right person while background tasks and reporting ensure that your request is addressed as soon as possible. ACCESSING THE WEB HELP DESK Whether you are at work, home or anywhere with Internet, you can securely access the new Web Help Desk at This is accessible from your PC, Mac, Tablet, or phone using any current browser. Sign on with your district e mail address and password. For convenience you can choose to have your browser remember your user id if you are signing on from your computer. THE HOME PAGE The home page is where you can immediately enter a new help request by selecting your request type and following the prompts to completion. The following screenshot and bullets provide a brief description of the additional tabs you can access from your home page. More detail is provided Information Services, J.Castillo 1 October 14, 2013

2 A. Request: This is your starting tab where you open new help requests. You can return here from any other tab by clicking the icon. B. History: This tab contains a searchable history of all your tickets. You can view old tickets as well as modify or check the status of open ones. Notes between you and the technician will also be viewable from here. C. FAQ: Currently empty. This section will eventually contain searchable solutions and self help guides for common requests. D. Messages: This is where IT will post general messages to the entire district or specific groups. It s a great place to check for alerts and status on such things as: Outages (Power, Internet, E Mail, Phones, etc.), SPAM/Phishing Alerts and other districtwide events. E. Profile: This tab displays the information we have for you in our District Directory. This determines the routing of your help requests. If any information is incorrect, please submit a request following the Request Type Path: Applications > Help Desk > Update My Info. While you can change it on this tab, it will change back after synchronizing. F. Logout: Click the logout icon to log out of the Help Desk system. Information Services, J.Castillo 2 October 14, 2013

3 CREATING A NEW HELP REQUEST Creating a new request is a simple process. Simply sign on and you will immediately be placed in the Request Tab. Click the REQUEST TYPE pull down arrow and select the category for your request: One or more levels of Subcategories may appear to narrow down your request resulting in a more precise assignment of IT personnel. Information Services, J.Castillo 3 October 14, 2013

4 Depending on the type of request you are entering, you will get specific instructions as to what information is needed. The instructions are in a green background for easy reference. Request Detail is where you can add any information you feel is relevant. Required Information fields appear only for requests where additional data is needed. Examples: Passwords for new accounts, Extensions for Phone issues, Site/Dept for information updates, etc. Help Bubbles appear when you mouse over the i logo. If your Location is Incorrect you can change it here for this request. (See Profile Tab for More) Click Save to submit your request. It will be routed and assigned to the appropriate IT personnel. ATTACHMENTS When appropriate you may see the option to add an attachment to your request. Start by clicking Add File which will open the Attach File window. Click Browse this will open a window to find the file you are looking for just like adding an attachment to e mail. Your file name will display next to the Browse button. Click Upload to attach the file to your ticket and continue with your request. WHAT HAPPENS NEXT? You will immediately receive a confirmation e mail from [email protected] indicating your ticket number, a link to your ticket and the most recent notes. The Ticket Number is how your specific request is identified and can be used to lookup your status and history You can click on either the Ticket Number or the Web Link to open your ticket to view, check status, add notes or cancel your request. Information Services, J.Castillo 4 October 14, 2013

5 When you click the link you may be asked to sign on to the Web Help Desk You will then be in the History Tab with the selected ticket already opened. THE HISTORY TAB This is where you can view all the tickets you have opened whether they are opened, closed or cancelled. You can also open the ticket from here to look at notes and activity as well as to cancel or update the ticket. You can click No., Date, Updated, or Status to sort your tickets accordingly. Information Services, J.Castillo 5 October 14, 2013

6 You can also search by ticket number, status (open, closed, etc.) or by text contained in your ticket. Click Search to search on the criteria specified. Click Clear to clear your search results and return to all items. If you have multiple pages of ticket history, you can move through pages with the navigation button located on the bottom of the window. Click the Blue ticket number to Open Your Ticket. Clicking the Blue Number Opens your Ticket Once your ticket is open, you can update information on it, read communication between yourself and the technician and cancel your ticket if needed. Click Add Note to reply to a message from the technician (Possibly requesting additional information) Click Cancel Ticket to close out your ticket. This will close out your ticket and notify the assigned technician. Add a Note prior to cancelling with a brief message about why you are cancelling for clarification. Click Add File to attach any new files such as a picture or document that may be needed. Save to keep any changes you made such as adding notes or files. Cancel to abort any changes. Information Services, J.Castillo 6 October 14, 2013

7 THE FAQS TAB This area will continuously grow as we add useful self service tips, instructions and guides that you can refer to for common tasks such as changing your e mail password or adding e mail to your mobile device. For some service requests you may be referred back to a specific FAQ (Frequently Asked Question). There will also be a technician collection of FAQs for more complex solutions that your site technician can access and add to. When you are opening new tickets, you may notice a FAQ link on the right side of your screen. This occurs when there are existing FAQs available related to the ticket you are opening. This give you the opportunity to review the FAQ before submitting your ticket. Click the Link to view the FAQ Click the Navigation Buttons to sort through related FAQs. A New Window opens to show the FAQ. You can still close it and return to continue your original help desk request. Information Services, J.Castillo 7 October 14, 2013

8 THE MESSAGES TAB This area is a global source of information. Think of it as an announcement board that has information pertaining to your location. We can add announcements such as: Maintenance announcements of scheduled downtime for systems affecting everyone Global Status Updates for issues pertaining to the entire District such as Internet Outages, Power Outages, etc. E Mail Scams can be posted for you to review when concerned about a message you may have received. If you don t see it you can alert us so that we can post it. Public Messages are messages viewable by anyone going to the website without signing in. A public message alert will be shown at the logon screen (it will also be in your Messages Tab). Information Services, J.Castillo 8 October 14, 2013

9 THE PROFILE TAB This tab displays the information we have for you in our District Active Directory. It is important to make sure your Location and Phone number are accurate. The routing of support calls in many cases are based upon this information. While you can edit the information on this screen, your changes will be lost upon synchronization with our servers. To Update your Information open a New ticket request with the following category path: E Mail > Changes > Update My Location We will update your location as soon as possible. REPORTING & SURVEYS The new help desk system contains a wide range of valuable reports to help us gain insight into what issues exist, trends, need for training and other relevant data. It also allows us to make sure your needs are being handled in a timely fashion and that our support technicians have the resources they need to help you. From time to time we will attach surveys to your Ticket Closed notifications so that we can hear back from you on how we are doing in meeting you needs as a One Stop Shop. Information Services, J.Castillo 9 October 14, 2013

10 Simply click the Survey Link and you will be taken to the appropriate survey. Your feedback will be appreciated and used to improve our service. CLOSING Thank you for using our new Web Help Desk System and taking the time to get better acquainted with using it. We also have videos posted for additional training in our District Website at If you have any questions, do not hesitate to contact us. Thank you! Information Services, J.Castillo 10 October 14, 2013