NHA Help Desk Online Introduction The NHA Technology department is devoted to the pursuit of continuous improvement. In this pursuit, we have developed a system that provides you with an alternate way of communicating with the Help Desk. We have acquired a piece of software that will allow us to track and maintain all phone calls and inquiries for technical support. We believe that our new help desk software, NHA Help Desk Online, will provide several internal efficiencies that will result in faster technical support for you! The benefits of using this software include your ability to submit requests online with an easy to use form. You can do this from outside AcademyLink through a web browser, on any computer that is connected to the Internet! You will also have the ability to track the progress of requests online. NHA Help Desk Online automatically enters your information into a database and assigns the task to the least busy Help Desk Technician. This also removes a time consuming step of entering information for the help desk technician from an e-mail request into the database and then responding to you asking for more detail. By using NHA Help Desk Online, your personal data and school information is already loaded. The online forms will request information specific to your case, such as your IP address and Serial number. Overall, NHA Help Desk Online will allow the Help Desk to track and identify repeat issues, allow us to manage and increase productivity in all aspects of our support operations, and you can have instant notification that the request has been submitted and also track progress of your ticket. To access NHA Help Desk Online from home (help.academylink.com) you must be running the following browser versions or higher: Internet Explorer 5.01 www.microsoft.com/ie Netscape Navigator 4.76 www.netscape.com To check version: Go to your menu bar, click HELP, About. Version: 5.00.3103.100
Accessing Help Desk Online at School 1. Through your AcademyLink homeroom page you can select Help Desk Online under the Homeroom heading. Help Desk Online 2. You can also click on START, choose PROGRAMS, and select Help Desk Online. Help Desk Online
NHA Help Desk Online is a powerful, flexible, and easy-to-use system for: Creating new help desk tickets. Tracking the status of open help desk tickets. 3. Log in by typing your Username and Password: This will be the same as your Academylink login data. Problems logging in? Call the Helpdesk @ 877-675-4960 **NOTE** E-mail all password problems to password@heritageademies.com
When you log into NHA Help Desk Online, all open calls (if there are any) will be displayed on the Home Page. 4. This is the first screen viewed if you have no OPEN tickets. 5. You can click on OPEN, CLOSED or BOTH to view all tickets. STATUS User can click OPEN, CLOSED or BOTH to view tickets.
6. This is the screen that you will see if you DO have an OPEN ticket. The ticket number, open date and time, subject, problem description, and problem resolution are displayed. To make changes or view additional information, click the ticket number link 7. If you would like to view all the ticket issued under your name click BOTH.
8. This will allow you to view all tickets. Problem Resolutions can be viewed here. Click and drag scroll bar to view entire screen. 9. To view a specific ticket, click on the Problem number listed in the far left column.
10. By selecting a Problem # you can view the ticket below.
Creating a new Help Desk Ticket 11. To create a new ticket click on Log Help Desk Ticket. Create Help Desk Ticket 12. Log Help Desk Ticket will open. 13. Click on a subject that best describes your problem.
14. After selecting a SUBJECT, a blank ticket will open. Follow Steps 1 + 2. IP ADDRESS SERIAL NUMBER Name: Grade: School:
15. It is very important that you include your IP Address and Serial Number. The IP Address is located in the lower right hand corner of your screen to the left of where the time is displayed. There is a small icon in shape of a square. It is a white box with green and black inside. By holding your mouse pointer over the icon without clicking, a box will appear showing the following: WINVNC then a number similar to 10.3.0.80 this number is your IP address. Your Compaq serial number is on a tan sticker on your CPU/computer box. Commonly the serial number is a 12-digit number. Ex: 6028 DYSZ A345 16. In your Detailed Description, include any errors and steps you have taken to this point. Also include Name, Grade and School name and return contact information and best time and method of contacting you. 17. When finished you must click Submit Request to save and log your ticket. Submit Request