Pomeroy School District Helpdesk A web-based application to submit and track all technical problems and requests.
Helpdesk Location (URL) http://www.psd.wednet.edu/helpdesk http://www.psd.wednet.edu/helpdesk
Logon to the Helpdesk Enter your network User name and your network Password and press the Logon button.
Create Helpdesk Account You will be asked to provide information about yourself: First Name Last Name E-Mail Address Phone Number (your office or cell phone #) Location (your office or primary site) Department Language (English) Click the Submit button
Successful Account Creation Your Helpdesk account is created after your information is updated. Click the Main Menu link to access the Helpdesk program.
Helpdesk Main Menu The Main Menu allows you to access a number of features: Submit New Problem (new technology requests) View Problem List (existing tech requests) Search the Knowledge Base (see other tech solutions) Edit Information (to change your user info) Log Off Click Submit New Problem
Submit a New Problem When you submit a new problem, it will always include your contact information (User Name, E-Mail, Location, Phone & Department). You must select a Category from the drop down list that matches your request, or choose Other.
Problem Title & Description The Category is Printer. In the Title box, type a few words that describe the problem or request. In the Description box, include as much detail as you can about the problem or request. Click the Submit Problem button.
Problem Creation Email You ll receive an email confirmation which includes: Problem ID Number Problem Details Description A link to view or update your problem or request
Finding your Problem / Request The Helpdesk Main Menu will include your Most Recent problem or request title. To view all problems or requests, click the View Problem List link.
Your Problem/Request Listing Your Problem or Request Listing includes important information: Problem ID Number The Title Assigned To (which technician is assisting) Date Submitted Status
Technician Updates PROBLEM DETAILS --------------- ID: 8 User: kspacek Date: 11/16/2009 11:15:00 AM Title: Need ink for my printer DESCRIPTION ----------- Hi, the HP Deskjet printer on my desk needs black ink. Thanks very much, Kim NOTES ----------- [11/16/2009 11:15:00 AM eborsheim Kim, what model is it? Thanks, Eric You ll receive an E-Mail when the technician updates your problem or request that includes: A link to view or update your problem or request Notes from the technician. (You may be asked to provide additional information or input.)
Additional Information or Input Below the technician s notes is space for you to Enter Additional Notes. Provide any additional information or comments you would like the technician to receive.
Closing the Problem or Request When the technician reaches a solution, they may close your problem or request and you ll receive E-Mail notification. This E-Mail will include: PROBLEM DETAILS --------------- ID: 8 User: kspacek Date: 11/16/2009 11:15:00 AM Title: Need ink for my printer SOLUTION -------- Kim I replaced the cartridge. Please let me know if you have any more problems. Thanks, Eric A link to view or update your problem or request The technician s Solution