HelpDesk

Site-Tech User Guide

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Table of Contents

Introduction Overview 3

Web-Based Ticketing

New Tickets 3 Client Info 3 Ticket Details 5 Other Ticket Options 10 Permissions 13

Searching Tickets

Search Tickets 13 Refining Search Results 14 Saved Queries 15

Client Interface

Request 17 History 18 FAQ’s 20 Profile 21 Admin Contacts 22 Log-out 24

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Overview HelpDesk is the new web based work order software utilized by the Technology Services department to create, document, route and resolve requests for technology assistance. To access the software simply type the following URL into your web browser: Http://HelpDesk.conejo.k12.ca.us Site techs will need to contact Technology Services at (805) 407-9511 Ext 275 to request a technician log-in Teachers and Staff members will have user accounts created automatically that mimic the Active Directory setting on each school sites local server. For example, if the users name is John Smith (with an email address is jsmith@conejo.k12.ca) and his password is 123. Then the HelpDesk user name will be “jsmith” and the HelpDesk password will be “123”.

Web-Based Ticketing New Tickets New tickets are created at Home > My Tickets or Group Tickets and Tickets > Ticket Search. Click on the “New Ticket” button at the top-left of the list or the “New” button on the bottom-right of the list.

Client Info By default, new web-based tickets open to the Client Info tab. Tickets require a client. Use the “Client Lookup” search panel to find clients by last name, first name, or user name. Search results are displayed below. To assign the client, click on the hyper-linked name. If only one match is found for the search criteria, that client is automatically assigned to the ticket without having to select it from the list.

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Tip: To search by partial name or e-mail, use an asterisk (*) as a wildcard. Once a client is selected, his/her contact information is displayed in full on the upper left section of the Client Info panel. If a mistake was made, you can click the “Clear” button to remove the client assignment. The client record can be edited in a popup window by clicking the “Edit” button next to the client name. In addition to client info, a list of “active” (non closed or cancelled) tickets for the assigned client is displayed on the right side of the panel. If an issue has already been reported in a previous ticket, clicking on the ticket number or problem report replaces the new ticket with the selected one.

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Ticket Details Saving a New Ticket The Ticket Details panel is where you define the ticket’s problem type and provide a subject and problem description. A problem description can contain a maximum of 4000 characters. The client’s location will appear as the default in the ticket’s Location box. A problem type and description are required before the ticket can be successfully submitted. You may also create a tech note for the ticket, and set the job status. Clicking the “Continue...” button saves the ticket to the database.

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Assigned Tech If the ticket’s problem type belongs to a specific Tech Group, (i.e. Site-Techs, Hardware, Software, etc.), the application will automatically assign the ticket accordingly.

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Status, Priority and Due Dates All new tickets are assigned with the “Open” status type, and the ticket’s priority is set medium. The priority may also be set based on the ticket’s problem type. The due date is calculated based on priority. If the priority is changed, the due date is re-calculated on the fly. The ticket can also be scheduled for work at a specific date and time range – due dates and scheduled dates are displayed in the calendar view

Ticket Notes Technicians add information to a ticket using a tech note. A ticket can have any number of notes, and notes can be added by any technician. Notes are date and time stamped when saved and the tech who entered the information is automatically associated with the note. Notes can obtain certain HTML and BBCode tags. For a list of acceptable HTML or BBCode tags, click on “New Note” in the Notes panel. A second panel will open displaying an “i” next to the word “Note”. Hover your mouse over the “i” button to reveal acceptable format.

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The amount of time that was spent on the work can be added to the note using the “Work Time” drop down options. By default, notes are visible to clients and are colored blue. A note defined by the tech as a solution is colored green when the “Solution” radio button is selected. Clients can also add notes, which appear yellow. Client and tech notes can store a maximum number of 4000 characters per note.

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A tech note can also be used to create a new FAQ — the problem report is used as the question and the tech note is used as the answer. New FAQs created from tech notes are set to “Unapproved” status by default and use the ticket’s problem type as the FAQ category. Upon approval by the TSHelp administrator, FAQ’s become available for all to access.

Tip: Clicking the “Save” button at the bottom of the ticket will save any open tech note as well as any changes made to other ticket fields. A tech note can be saved independently from the rest of the ticket fields by clicking the note’s “Save” button. Using FAQs in Notes A link to an existing FAQ can be embedded into a tech note using the “Insert FAQ Link” button when editing the note. Clicking this button opens a FAQ search popup window. Once the FAQ you wish to link is found, click the “Link” button on the right side of the FAQ row. This copies a link tag into the current tech note. If you happen to know the FAQ number by memory, you can skip the lookup and enter the tag yourself. The format is: <faq id=x> where x is the FAQ number.

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Ticket E-Mail Recipients E-mail to the client, assigned technician, level techs, group manager or other CVUSD email addresses via the Cc: and Bcc: fields can be sent when the ticket is saved. Select the recipient checkboxes and add Cc: or Bcc: addresses (comma separated) if necessary, then click the “Save & E-Mail” button. No mail is sent when clicking the “Save” button. Only district employees with CVUSD email addresses can be used with this feature.

Other Ticket Options Hot Tickets A ticket can be designated as a “Hot Ticket” by clicking on the hot ticket button (red thermometer). Once a ticket has been designated hot, other tickets related to the hot ticket can be linked. When the problem is resolved, closing the hot ticket will automatically close all linked child tickets.

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To view the current hot tickets, click on the “Hot Tickets” tab on the right side of the ticket detail. Clicking on “Link” will make the current ticket a child of the selected hot ticket, while the “View” hyperlink replaces the detail view with the selected ticket.

Print View To display all of the ticket information in a printer-friendly view, use the “Print” button at the top of the ticket. Clicking the button opens the ticket in a separate window suitable for printing

Once the ticket opens in a separate window, right-click on the ticket and select “Print…” to print it.

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Permissions Stie-Techs have the following permissions set by the Administrator: Limit to Assigned Tech Groups• allows the tech to create, view and edit tickets belonging only to Tech Groups to which the tech is assigned. Currently each tech is assigned to his or her own school site group. Edit Problem Report and Client Notes• allows the tech to update the text of the reported issue and in client created notes. Change Priority• allows the tech to change the priority of tickets assigned to themselves. C Resolve Tickets• enables the tech to set tickets to the “Resolved” status type. If no further action is taken by either the client or the tech, the ticket will close in 5 days. Edit Tasks• allows the tech to create and edit tasks created at Tickets > Task Manager. Limit by Location Group• allows the tech access only to those tickets and clients that are in his assigned Location Groups. Note that tickets and clients that have no location assigned are also accessible.

Searching Tickets Search Tickets Tickets > Search Tickets provides two search options: Basic or Advanced mode. Basic searching is a simplified sub-set of the search criteria available in the advanced search mode.

Search results are sorted by clicking on a column header. The sort order of a column is reversed by clicking on the header again. Sorting is performed using the last 3 column headers selected. Download the search results in PDF format by clicking on the Tickets PDF button, or download the results as a tab separated text file suitable for viewing in a spreadsheet by clicking on the Download TSV button. The buttons will act on a subset of the search results checked off in the left column.

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To edit a ticket, click on the hyperlinked ticket number or problem report text in the search results list. After saving any changes to the ticket, clicking the back arrow button on the save confirmation dialog returns you to your previous search results list. You can also return to the search results by using the back arrow button on the top left of the ticket detail or by clicking the “Cancel” button at the bottom of the ticket.

Tip: Shift-clicking on the save button in a ticket will both save and return you to the ticket list view. Alt-clicking will save the ticket and create a new one. Refining Search Results The search results list can display a large amount of ticket data. To control what information is displayed use the Column Set widget to control column visibility. The widget is located at the upper right corner of the search results list. Click the “+” button to add a new set, or the pencil button to edit the selected set.

Column sets are saved individually for each Tech by name. Each column set can specify a different PDF download option (Invoice or Ticket format) and full text option.

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Saved Queries Search criteria that you plan to re-use can be saved as a named query using the Advanced Search tab. To save a query, define your search criteria, then provide a name in the “Save Query as:” field. By default, a query can only be seen by technician who creates it.

To run a query, select the query name from the Query drop down list at the top of the search results display. The query will be run automatically upon selection.

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To re-run the same query, use the “play” button. To remove the selected query from the list, click on the “-” button.

Client Interface Clients log into the application at the same login panel that technicians use.

By default, clients are sent to the Request module.

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Help Request

Clients create new tickets at the Help Request module. A ticket must have a Problem Type and Problem Report. If all required information was provided, the ticket is added to the database and the client receives a “Thank You” for submitting. The application will attempt to send an e-mail confirmation to the client’s account.

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History All help requests submitted by a client are visible in the History module of the client interface. History can be searched by ticket number, status or problem reported. To view the details of a help request, click on its hyperlinked ticket number.

Tickets that are not Closed or Cancelled can have Client Notes added or additional files attached. Closed and cancelled tickets are view-only by default, but the reopening of closed tickets is enabled. Tickets can be cancelled using the “Cancel Ticket” button on the upper right corner of the ticket detail. An e-mail response is generated for all updated and cancelled tickets.

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FAQs Clients can search your FAQ library, filtering their search by category, and question/answer text. Any attachments are displayed under the answer text. Clients can rate the ef-fectiveness of each FAQ by selecting a rating value from 1 to 5 stars. The average of all votes is dynamically re-displayed.

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Profile Clients can update their user profile by accessing the profile page.

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Administrative Contacts Locations may choose to have one or more “Administrative Contact” clients defined. At minimum, the Admin Contact can view all tickets for clients at the Location assigned. In addition, the Admin Contact may also be able to edit other client’s tickets and create tickets for other clients depending on the options specified.

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Admin Contacts will have an option titled “Create Ticket For” on their help request screen.

Admin contacts can then look-up the client they wish to create a ticket for using the “other” radio button.

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Logout Clients exit the application by clicking on the Logout button. Upon logout, they have the option of re-entering the application by selecting the “Return to Login” button.