ServicePRO Help Desk Software Key Points ServicePRO is one of the IT industry leaders of help desk management software. With a client list that includes many manufacturers (e.g., Motorola, General Motors), service organizations (e.g., FedEx, HBO), government organizations (e.g., US Navy, US Air Force), and even educational institutions (e.g., John Hopkins University, Ohio State University), it s not surprising that Help Desk Technology International s ServicePRO won the Best Help Desk Software award. The Oklahoma City Public School IT Department has updated to the newest version of ServicePRO to streamline the technology request process and improve customer service. Login to ServicePRO Step by Step The ServicePRO interface is located on the internet and can be accessed at any time. 1. Open your internet browser. 2. Navigate to the ServicePRO website. http://helpdesk.okcps.org/ 3. On the Login Screen, type your User Name. (first initial/middle initial/last name combination) 4. Press tab and type your password. Your initial password is helpstar. 5. Domain: ServicePRO 6. Click the Login button. 1
Changing User Password Step by Step The password provided to you is meant to be a temporary password. When you login to the system for the first time, please change your password. You can go back into the system as many times as you would like to change your password as needed. 1. Click the Account Information link. 2
2. If your email address is not listed, type in your email address. By providing your email address, the technicians can email you questions and status updates so you won t have to keep logging into this site to check the status of your tickets. 3. In the Password box, enter your new password. 4. Type in the same password in the confirm password field. 5. Click Save. 6. Click Home, in the upper left of the window at any time to return to your ServicePRO Home page. Creating a Help Desk Request Step by Step Once a request is created, it is sent to a dispatch area and automatically distributed to the appropriate department or team to resolve the ticket. 3
1. Click the New Service Request link 2. Select the select the appropriate End User Request type, and then click Select. Information required for each User Request Type is found at the end of this guide. 4
3. From the New Request window, fill out all relevant fields. ServicePRO Help Desk 4. Your username is populated in the requester field. 5. The request title needs to be a concise description of the issue you are experiencing. 6. In the memo area, include a more detailed description of your issue. Note: If an image will help clarify the issue, it can be uploaded to the Memo Area by clicking the Insert/Edit Image button. 7. Click the User Defined Fields tab and enter all required information (marked by the *). In order to save and submit your ticket, ALL required fields must be populated. 5
8. Click the Main Tab to return to the home screen. ServicePRO Help Desk 9. Once all of the appropriate information is entered, then save the request by clicking Save at the bottom of the screen. Tracking a Request Step by Step All open requests are tracked on your ServicePRO user interface Home page. 1. Click the request to view further information. 2. To update the request, click the Update Request button in the upper right of the request screen. 3. To print your request, click the Print button in the upper right of the request screen. 6
Creating an Attachment Step by Step Requests are better understood with a screen shot of the error message or a picture of the hardware issue. If a user is working in an application, you can press the key Prnt Scrn (Print Screen) on the keyboard (located near the delete key) or Fn-Prnt Scrn on a laptop. Open up MS Word and paste the screenshot on the page, and then save. A digital copy of a Word document or a.jpg file on the computer can be attached to the New Request window. To add an attachment: 1. Click on the paper clip located at the top section of the New Request screen. 2. The upload window will appear. 3. Browse to the location of the file. 4. Click upload. 5. Click close. 6. The window will refresh and add an attachment tab. 7. Save the request when all fields are filled out. Logoff ServicePRO Step by Step From the ServicePRO window, click the Logout button in the upper right hand corner of the screen. 7
FYI ServicePRO User Defined Fields Computer Support Request Network Drop Support Request 8
Network Support Request OKCPS 3 rd Party Network Access Request 9
Printer Support Request SAP Support Request Tech Purchase Request (TPR) 10
Telephone/Voicemail Support Request TERMS/SmartWeb Support Request Theft Report Request 11
Video Security Support Request 12
Web Unblock Support Request 13