CampusIT Helpdesk Manual

CampusIT Helpdesk Manual

CampusIT provide a support service for the QuercusPlus product. A call logging system is integrated into the support service to ensure high levels of customer service and fast, effective resolution of calls. The support service provides a channel for customers to log system problems; general queries, and requests e.g. reports. This service adheres to the conditions of response as laid out in the customer service level agreement. There are now three methods available for logging a call with CampusIT support service: 1. Email Address the email to helpdesk@campusit.net Logging a new call When logging a new call type a brief summary (maximum 24 characters) describing the nature of the call in the subject field of the email. Full details of the call should be entered in the body of the email. Screenshots, for example, in the form of an MS word document attachment are useful illustrations to send with the email to aid explanation of a problem. N.B. Please do not paste screenshots directly into the body of the email. If sending an attachment with the email, the document name should not exceed 20 characters. You will receive an email from the helpdesk confirming receipt of the call and providing the call reference number. Updating a call If you are enquiring about a call already logged with the helpdesk or would like to add additional information to a call: Address the email to helpdesk@campusit.net When updating a call type re: call reference number (e.g. re: 3569) in the subject field of the email. The enquiry/ additional information details should be entered in the body of the email. If sending an attachment with the email, the document name should not exceed 20 characters. N.B. Please do not paste screenshots directly into the body of the email. You will receive an email from the helpdesk confirming receipt of the update to the specified call. 2

Telephone Support calls may be logged by contacting the support service helpdesk on Tel:00353 1 6620144. This service is especially useful for support problems that are difficult to describe in an email or for high priority calls. Your call will be logged and then assigned to a support analyst with the best experience in the specified field of the problem / request. The helpdesk Team can be contacted Monday-Friday, 9.00am-5.30pm Standard web browser Calls may also be logged via the Internet through a standard web browser by connecting to the CampusIT website, address: www.campusit.net To access the Internet Edition of the Support Service Helpdesk: o Temporarily calls may be logged by connecting to URL address: http://193.1.229.40/helpdesk/ through a standard web browser. This will bring you to the Support Helpdesk login page. o Shortly connection will be available via the CampusIT website by clicking the option that will bring you to the Support Helpdesk login page. 3

Access to the Helpdesk Internet Edition is restricted; for security purposes you are prompted to specify a fully secured username and password, which is supplied by CampusIT. Type your login name and password in the relevant boxes and then click Login. o If you have specified the correct Login name and password then the Helpdesk Internet Edition toolbar is displayed. You can now enter a new call or view details about other logged calls. o If you have specified an incorrect Login name and password then you are informed that your Login has failed and the Login page is redisplayed. If the Helpdesk Internet Edition is left idle for a period of time, you are automatically logged out. The following functions are available on the Helpdesk Internet Edition: Log a new call Monitor status of calls you have logged Close resolved calls View and track the history of calls Interrogate the evolving knowledge base (will be available in 3 rd quarter 2002) 4

Logging a Call To log a new call, click on the Toolbar and the Call Details page appears. This page contains the Call Tree (to the left of the screen) and New Call Details window. To log a new call, enter data into the appropriate fields on the Call Details page. The call details can be filled in using the keyboard Tab and Return keys, or a combination of keyboard and mouse. There are various icons used on the call details page by the side of fields: List boxes click to display a separate window to make your choice. Combo boxes click to display a separate window from which you make your choice, or type directly into the box. Date Picker boxes click to display a separate calendar style window from which you select the required date. Help click to display context sensitive help in a separate window. Read-only fields - If you type into read-only or protected fields, the changes are lost when you move to a different field or click OK. Red coloured text is used to denote Mandatory fields. There are two sections to be completed when logging a new call: 5

1. Call information section: In this section the following fields should be completed: Call description field - give a full description of the problem, request, query being logged with the CampusIT support service. Summary field type a brief summary to describe the nature of the call (maximum 20 characters). As the user logged into the Helpdesk Internet Edition, your Name, Phone, Location and Department (Institution) details will automatically populate into a new call. Received field refers to the method used for logging a call with the support service helpdesk, in this case Internet. To enter Internet option into the Received field: o Click on next to the Received field and the Helpdesk Category List page appears. o Choose Internet option by clicking with the mouse or using the Tab and Return keys. Once chosen the category list page closes and Internet appears in the Received field. 2. Categorisation section: 6

In this section there are two fields, which need to be filled in with the Category of call details (type of call), they are: Category 1 field Quercus should be entered into this field. o Click on next to Category 1 field and the Helpdesk Category List page appears. o Choose Quercus option. Please note the Category 1 field needs to be completed before an option can be chosen for Category 2 field. Category 2 field Please complete this field with the most appropriate type of call description. o Click on next to Category 2 field and the Helpdesk Category List page appears. Then click on your selection. There is a third section called Inventory, which is not applicable to CampusIT customers. The bottom section of the call detail page contains date, time and creator of call detail fields (shown below), which are automatically populated, and timestamped. Upon completion of entering all data into the specified fields on the Call Detail page click OK to submit the call with the CampusIT Support service helpdesk, a call log number is generated and appears at the top of the Call Detail page. Click cancel to exit the call. Upon receipt of a customer support email, telephone call or call logged on the Helpdesk Internet Edition, a new call is logged with the support service helpdesk and an email sent to the customer with a reference call log number specific to that call. The call is logged and then assigned to a support analyst who has the best experience in the specified field of the problem or request. The analyst works towards resolving the call and emails the resolution to the customer. Updates to a call Email enquires/ additional information emails sent by the customer will appear under the call note folder on the Category tree located to the left of the call details window. Actions carried out by the CampusIT analyst assigned to the call will also be recorded as a call note below the call note folder, the beginning of the first line of text held in the call note will be visible. 7

Click on the line of text below the call note folder to view the full text of the call note. Click View to open an associated file attached to the call note. Click Cancel to exit the call note Resolving and Closing calls When all of the required activities relating to a call have been completed, the call can be closed. Call closure is a two-step process, resolve and close. A call cannot be closed until confirmation is received from the customer that a call is resolved. The customer or an analyst upon confirmation from the customer can close a call. To view the resolution before closing a call: Display the required call. On the Call Tree, click the Resolution icon - - or label. The resolution note appears Closing a call: On the Call Details page, click Close Call button that is located at the bottom of the call and the Call Closure page appears. Complete the Details field and then click OK. The call is closed and the Call Tree updated. It is very important that the closure note contains useful information about how the call was closed, so that this knowledge is not lost, but can be accessed again using the Knowledgebase. To view the closure note of a call: Display the required call. On the Call Tree, click the Closure icon - - or label. The Closure note appears. 8

The Call Tree The Call Tree appears to the left of the Call Detail page and gives an instant visual summary of the status of the call. You can use the Call Tree to access the different components of the call. At the top of the Call Tree is the Call icon,, followed by the Call Summary. Clicking the Call icon redisplays the Call Details page. On the left of the Call Tree are component folders,, which group together the different types of call component. Beneath the component folders are icons representing the different call components. The icons are listed below. Clicking the icon for a call component displays the corresponding call component to the right of the Call Tree. Call icon Component folders Unresolved ActionTrack Resolved Actiontrack Call Resolution or Closure note There is also a Call Tree toolbar positioned above the Call tree, which enables you to access information about the current call with a single click. The icons on this toolbar offer the following functionality: Displays the Audit Trail Page. Displays the Assignment history for the current call. A list of all calls associated with the user specified in the current call. A list of all calls associated with the category specified with the current call. A list of all calls associated with the inventory specified in the current call. N.B. Not applicable to CampusIT customers. The list you used to display the current call. 9

The Helpdesk Internet Edition also provides the following functionality: Monitor Status of calls The Call Details page provides access to all of the information logged about the call. The left frame on this page displays the Call Tree, and the frame on the right displays the call component windows. The Call Tree gives an immediate, visual indication of the status of the call, and also enables you to access the different call components. View and track the history of calls Click the Call List button, appears. Specify the relevant search criteria, and then click OK. HelpDesk Internet Edition searches for the call you are looking for and displays the results in the Call List, with the latest Call ID at the top of the list. AUTHOR : Nicola McCarthy and the Selection Criteria page DATE : 11 th April 2002 10 VERSION : v1.01

If there are many matching calls, the results are displayed over several pages. Click and to move between adjacent results pages or and to move to the first and final results pages. If a single call matches the search criteria, it is displayed directly. If you find that the search results do not provide the calls you are looking for, click the Selection button to redisplay the Call Selection pageclick next to the call in the list that you want to view. HelpDesk Internet Edition displays the Call Details page. Click on the Call tree tool bar to displays the Audit Trail Page. Click call. on the Call tree tool bar to display the Assignment history for the Searching for a known Call Id When the Support Helpdesk creates a call, it generates a unique Call ID. The Call ID is the call reference number emailed to the customer. To search for a known call Id number: On the main toolbar, type the Call ID number in the text box to the right of the button on the toolbar. Click. If HelpDesk Internet Edition finds the call then the relevant Call Details frame appears. If the Helpdesk Internet Edition cannot find the call then it reports that the record does not exist. Type a different Call ID and try again, or search for the call using the Call List. Logging Out Click Edition. on the Toolbar to log out of the Support Helpdesk Internet If HelpDesk Internet Edition is left idle for a period of time, you are automatically logged out. Customer Monthly Report A monthly report is sent to CampusIT customers showing a summary and status of the calls logged during the month. Resolved calls shown on the monthly report will be closed 30 days after distribution of the report unless otherwise specified by the customer. AUTHOR : Nicola McCarthy DATE : 11 th April 2002 11 VERSION : v1.01