HSS (HEAT Self Serve) Ticket Logging Guide v 9.6.1 created by: Mitch McEvoy last modified: Sept 26, 2013 *If you find any errors or have corrections please e mail mcevoym@limestone.on.ca
Table of Contents Accessing the Help Desk... 3 Updating your Ticket... 7 HEAT ticket process... 9 Troubleshooting... 10
Accessing the Help Desk 1) Launch your Internet Browser of choice (IE, Chrome, Firefox) 2) In the address bar type in the following and press the enter key: https://helpdesk.limestone.on.ca *For quick access you might want to bookmark the site 3) You should now see the following screen: 4) To log in you now use your FirstClass username 5) The password for all user accounts is: heat 6) Once logged in you should see the following: Home: Is the tab that will be loaded by default it will list any major problems that ITS knows about under Hot Issues for example if there was an issue with the FirstClass server ITS could post it here. That way before you logged a ticket about not being able to log into FirstClass you could see we know about the problem already.
7) To see a list of the tickets that have been created by you Click on Issue Tickets Issue Tickets: Will list all the tickets for the past 3 months as well at their current status (Open, Work in Progress, Closed) and you can click on the CallID to see more details. 3 month History: If you click on this link you will have the option to select a group that will show you all ticket at the school you select. a) Once you click on 3 month History you will see the following screen: b) Click on School Tickets to see all the tickets that are open / in progress at a location: c) Select the school from the dropdown and click on Continue:
8) To Log a new ticket click on New Issue 9) Select the School / Location that this ticket is being logged for. 10) The next section is the Call Log Details. Category: Select from one of the following; Technical Issue (Will be assigned to the school Tech) Trillium Issue (Will be assigned to the Trillium specialist depending on the school / location you selected) D2L (Will be assigned to the DBA) SEA (Will be assigned to the SEA Project Tech) Mobile Device (Will be assigned to the Mobile Device Team) this is for ipads, phones, etc Room#: Enter the room number so the Tech going to your site will know where to go in the school. Description: In the space to the right please put as many details as you can, Room number, work station identifier, does it happen every time or just sometimes, etc.
11) Lastly click on Submit at the top of the page. 12) You should get a message saying the ticket was submitted: 13) You should get an e mail saying the ticket was logged and a follow up e mail if the ITS staff member enters a journal for the Ticket or closes the call.
Updating your Ticket The Following will allow you to add a journal entry to a ticket or update the call description: 1) Click on Issue Tickets at the top of the screen 2) Click on the ticket number of the ticket you would like to add or change information to 3) Once the ticket loads click on the Edit button 4a) You can update the Description of the call to say "solve it myself" or you can add more details. 4b) Or you can click on "Add a new Note" to add a Journal Entry and type in what you want to say.
5) Click on Submit at the top of the page. 6) Once you click on Submit the journal entry will be e-mailed to the ITS Staff member who is currently assigned the ticket.
HEAT ticket process Users submit a ticket via the HEAT Website 1) HEAT will automatically e-mail the assigned ITS staff member and the User who submitted the ticket to let them both know the ticket has been created. 2) When the Tech Acknowledges the ticket the User will get an e-mail so they know that the Tech has seen your ticket. a) If the ITS staff member creates a journal entry the User will be e-mail b) If the User creates a journal entry the ITS staff member will be e-mail 3) When the ticket is closed the User will get one final e-mail to let them know it has been solved and what was done to solve the issue.
Troubleshooting 1) When loading the New Issue Page you get the following: *To correct this error please clear your internet browsers cookies and history then restart the browser and try again. This process may remove all saved website passwords so please make sure you know them before trying this. 2) When clicking submit you may get a message like this: *This error means that one or more fields are not filled in below will list define each field: Subset.Facility: You haven t selected a School/Location from the drop down menu. Subset.TechGroupEmail: You don t have access to this field but it is automatically populated when you select a School/Location CallLog.Summary: Is misleading it means there is no details in the Room # field. CallLog.CallDesc: You need to enter details about your problem in the large area. Subset.TechGroup: You don t have access to this field but it is automatically populated when you select a School/Location