GRE Help Desk. Quick Guide. April 2015. Rev.2

GRE Help Desk Quick Guide April 2015 Rev.2

GRE Help Desk The GRE Help Desk features a simple and intuitive interface for requesting service or information, reporting incidents or submitting feedback. It provides you with many benefits: Quick select from default lists and actions Many information requirements are pre-populated Get real time status of your calls and requests Track all your requests and associated actions Access from anywhere, anytime NEW! Mobile app for ios and Android In a nutshell, it s self-service made simple! Access the GRE Help Desk today at: www.hp.com/go/gre 2

Login made easy! GRE and IT have enabled a new version of authentication called UID (OneHP Unified ID) which is used for many HP systems. Authentication is automatic while on the HP network. Off network requires use of a Digital Badge or your NT credentials. Simply use a link for the GRE Help Desk OR navigate to www.hp.com/go/gre Don t have a digital badge? Get one at: http://intranet.hp.com/hpit/getit/digitalbadge/pages/index.aspx - available to all employees and contingents. Use a Virtual badge or a B badge it is quick and easy and all that you need. That s it! You will be logged into the system. If it is not that easy and you have issues, please see the next page. Give the mobile App a try. 3

Login Issues 1. You are directed to the old login screen. This indicates that your name has not been added to the Help Desk system. (We add new employees from the Enterprise Directory every 2 weeks.) or solution: report via e-mail to HP-ITSupport@us.issworld.com use the Report a Login issue link from the web page. You can find your local Help Desk number on the GRE home page for your site (intranet.hp.com/gre/ww) to report an urgent issue or request. 2. You receive an error screen similar to the ones at the right declined to show webpage or Access Forbidden. This indicates an issue with your digital badge OR you do not have a digital badge. 4 spx solution: Verify that you have a valid digital badge. Test your badge or get one at: http://intranet.hp.com/hpit/getit/digitalbadge/pages/index.a

Login Issues 3. You receive an error screen similar to this one. This indicates an IT issue with either your computer set up or the UID process. solution: Go to the Digital Badge site from the GetIT page OR at http://intranet.hp.com/hpit/getit/digitalbadge/pages/index.aspx and use the Support link on the left to access chat or phone support. The agent can assist you or route you to the proper group for your authentication issue. 4. You are using the Hebrew portal. At this time, UID is not supported for Hebrew. You must still use a username and password to login. 5

Start page After logging in, you will see four options on the Start or GRE Web Request page: Create a New Service Request Use this option to create a new request for service from Global Real Estate (GRE). View My Service Requests Gives you an overview of your open and closed service requests. Select a request to view its details. Change My Password No longer necessary for computer users we do not use passwords any longer. May be required for future mobile application. Our Commitment Send us your feedback directly by completing and submitting a simple form. 6

New Facility Service Request To create a new facility service request simply select Create a New Service Request from the Start page. In this example of a New Service Request, your contact information is pre-populated. Required information is indicated by bold labels and an asterisk. Selectable, predefined items are indicated by: Required information may vary depending on the type of request, but you are required to provide at minimum: Description What the request is about Location The HP site where service is requested Request Type The type of service requested Additional details allow GRE to provide quicker service: Location Details Indicate the exact on-site location of where the service needs to be performed Details The specifics of what needs to be done 7

New Service Request Ensure proper completion of the form, we recommend filling it out in the following order: 1. Change the Location if necessary. Note: If you are a teleworker or are not assigned to a specific office, you will not have a default location listed. Simply select the appropriate location for service. You can change your location via DirectoryWorks. 2. Add specific Location Details such as floor, post or room numbers, etc. 3. Choose a Request Type from a selection of standard GRE request categories. Please select down to the second level to provide proper detail to the GRE team. 4. Add a simple Description. (maximum 80 characters) 5. Add Details for your request. Include as much detail as possible to assist GRE in expediting your request. 6. Once you have completed the required information, just select the Submit button. 6 4 2 5 1 3 8

Request Confirmation After submitting your request you will receive confirmation and your Call ID number. If you need to contact the GRE Help Desk about your request, please use your Call ID for reference. You always have the option of checking the status of your request by selecting My Service Requests from the Start page. If you have any issues with or questions about the GRE Help Desk or your service request, contact the technical support team at: HP-ITSupport@us.issworld.com 9