Technical Support System

Transcription

1 Technical Support System USER S GUIDE 1

2 Table of Contents 1.0 GENERAL INFORMATION System Overview Objectives Process Flow Users Authorized Use Permission Points of Contact Help Desk Contingencies and Alternate Modes of Operation 2.0 GETTING STARTED System Initial Screen and Navigator Post an issue Check updates Attaching a file Follow up issue Post a comment Close issue.15 2

3 1.0 GENERAL INFORMATION 3

4 1.0 GENERAL INFORMATION 1.1 System Overview The Technical Support System is a web application developed to provide a detailed assistance to SYSU Group of Companies employments on their hardware and software concerns. Issues reported on this system are directly managed by the IT Support team Objectives To provide a quick and detailed response to the end users on their reported issues Process Flow Posting issues and other concerns by the end users (SYSU Group of Companies employees). Generating ticket no. from the system. IT Support team get and assign the ticket no. issued. Check updates of the ticket no. IT Support team analyze and resolve the problem. Closed the issue by the end-user Users SYSU Group of Companies employees. 1.2 Authorized Use Permission Only authorized employees of SYSU Group of Companies are allowed to use the system. 1.3 Points of Contact Technical issues such as failure to connect to the web server connection should be reported to SYSU s Information Technology Department at 63(2) local 120 or 127 or at [email protected]. 4

5 1.4 Help Desk Helpdesk is available from 8:00 AM to 6:00 PM Monday to Friday except holidays. Please contact 63(2) local 120 or 127 for support or 1.5 Contingencies and Alternate Modes of Operation In case of power failure, internet problem or system failure, users are advised to call directly to the IT Support. 5

6 2.0 GETTING STARTED 6

7 2.0 GETTING STARTED In SYSU Online Bulletin, an icon I.T. TECHNICAL SUPPORT is shown (see above picture). This is the link to connect on Technical Support System. Just click on this link and it will direct you to the system. You can also access directly on a web browser by typing the url in the address bar. 2.1 System Initial Screen and Navigator Once you enter the URL, the initial screen will appear. 7

8 The system navigator is located on top of the page. It consists of Post an Issue link, Check Updates link and Log in link for the admin on the right side of the navigator. On the left side of the navigator, the Technical Support link is located. When you click it, this user guide in pdf will be view on the next tab of the browser. 8

9 2.2 Post an issue This is the page where you can post or report your hardware and software concerns. To post an issue, fill up the form (the picture below) with the required fields. Serial Code must be valid from IT Serial Codes of the machine or equipment you are using or the one you are reporting to. Equipment Type is an auto field that defines the serial code identity (no need to fill up this field). After filling up the form, you can now click post button to submit your issue. If you have company s address, you can put it also to receive ed updates on your posted issue. Upon posting, wait for the processing, a ticket number will be issued to you. Keep this ticket number to check updates on your posted issue. 9

10 2.3 Check updates To check updates on your posted issue/ticket no., go to Check Updates link. Enter your ticket number. E.g.: Don t forget the dash sign (-). Then click button. 10

11 After entering the ticket no., this will be the ticket updates page: 11

12 This includes Issue Details, Status, Actions done, Attachments, Updates, and end-user follow-up tools: Post a comment, Follow up button and Close button. 12

13 2.3.1 Attaching a file Attaching file to support your posted issue is also available. You can attach a file with the maximum size of 990KB only in jpeg, png, text file, ms word, excel or in pdf form. Any attachments that exceed to the maximum total size, kindly send using your . Choose file and click attach button. 13

14 2.3.2 Follow up issue To follow up the issue, click the follow up button on the bottom part of the page. 14

15 2.3.3 Post a comment Post comments are also available on the bottom part of the page. Enter your name and your message to the It support. Then click post button Close issue When the issue/ticket no. is resolved, you can now close the ticket no. To close, click close button. Once you closed, you cannot do any updates such as attaching file, follow up or post a comment anymore to the issue reported. 15