How to Submit a Helpdesk Ticket 2009 E

How to Submit a
Helpdesk Ticket
An Admin Center User’s Guide
Information Technology Support Services
This guide is to aid an Administration Center user in submitting a Helpdesk ticket correctly.
Logging In
In your NAL (Novell-delivered Applications) windows you should have an icon that looks like this:
Double click this application icon and it will start the helpdesk software.
Or you can start the helpdesk software from the District Employee Portal.
Whichever method you choose to launch the software, you will be presented with the login screen below:
You can access the Public
Knowledge Base without
logging into the software
by simply clicking on
“Search Knowledgebase”
You should use your Network User ID
and password to log into everything
The following “My Tickets” screen will then appear.
Go To Public Knowledge Base
Current User. Click on this
to edit your user profile.
colors by
new color
Go to “My Tickets” Screen
Logout of Helpdesk
“Create New Ticket” Button
User Ticket List Area. All open tickets
created by this user will be listed in these
Shows pages available for display.
Current page number is in bold.
To change the
number of
displayed per
page. Change
is only in effect
for the current
Shows tickets displayed on this page per
total number of tickets available.
New Ticket Creation
After clicking on the “Create New Ticket” button on your “My Tickets” screen, you will be presented with a blank
ticket form.
Name of Ticket Creator
This area defines your Location, problem area,
required additional specific information and to
whom your ticket is assigned
Subject: Summary
of problem
Note: Please provide a
detailed description of
your problem including
any error messages
You must first select your location by clicking on the down arrow next to the Location field.
Most employees assigned to an Administrative Center
work location will select their location based on the
Assistant Superintendent overseeing their
department. Following is the list of available
Desoto St. – Facilities Planning Capital Improvements
Hall Cntr – C & I
Hall Cntr – Operations
Hall Cntr - Other
McDaniel Bldg – Data Center
McDaniel Bldg – Finance
McDaniel Bldg – Human Resources
McDaniel Bldg – Other
Northend Garage
You can scroll up and down to find your location. Select your location.
You must now select a group by clicking on the down arrow next to the Group field.
Unless you are acting in one of the capacities listed
below, you should always select:
2 – District Service Desk.
The designated functions that may have been
authorized by IT to use another group are:
Moodle Teachers
Department Web Managers
TLG Member
Next select the category or general problem area. Please select the category that most accurately represents
your problem.
Once you have made this selection, narrow down your problem area by selecting a Category Option.
Each category has different category options that are specific to that category. Please select the one that best
describes your problem. For a complete listing of the categories and their options, please see Attachment A.
Some category/category option combinations may present some additional “custom fields” to further define
your problem; i.e., there may be a Platform field where you select the type of machine (Windows or Mac).
To complete the ticket you need to fill in any
custom fields that may appear, the Subject:
(Problem Summary), and Note: (Details about the
problem) fields. You may also attach any screen
shots or additional external documentation in the
attachments area. Remember, the more detailed
information that you provide will facilitate a faster
resolution of your problem.
Checking Ticket Status
You can check on the status of any ticket that you created, at any time. First log in to the eHelpdesk software.
You will be at your “My Tickets” screen. This is a listing of all your open tickets. Select the ticket you want to
check by clicking on it once. The ticket will open and should look similar to the example below:
You should see an updated Priority and Status.
See Attachment B for definitions
Any changes
and/or tech
comments will
be listed by
entered in the
You may add further details
or a comment as well by
selecting the “Add Comment
Any Sub-tickets that have been created
(to request assistance from another
source; i.e., District Service Desk or Tech
Advanced) will be show in this area.
Attachment A: Categories and Options
Internet Access
Network Connectivity
User Accounts
Category Options
Block/Unblock Internet Sites
Cannot access District Sites
Cannot access External Sites
Cannot access Internet at All
Cannot play media from Internet
Students cannot access Internet files
Damaged Drop
Need Additional Connectivity
Administrative Software
Gradebook (TEMS)
Instructional Software
Can’t Login to Network
Missing Home Documents
Out of Network Space
Shared Network Space
Cable TV (ITV)
Video Surveillance System/CCTV
Attachment B: Status and Priority Definitions
Status Definitions
Assigned Not Updated
Awaiting Dispatch
Work in Progress
On Hold
On Hold Parts on Oder
Ticket has gone to the assigned tech but receipt of the ticket has not yet
been acknowledged.
Ticket has gone to the assigned ticket pool but receipt of the ticket has not
yet been acknowledged.
Acknowledgement of receipt of ticket.
Ticket is being worked on.
Work has been suspended for any number of reasons
A sub-ticket has been issued to another tech and not been resolved yet
The assigned tech is waiting on a response from the submitter
Work has been suspended on this hardware issue pending the receipt of
The issue has been corrected and verified. No further work is necessary.
Priority Definitions
Incident (Default)
Incidents are issues that can be resolved relatively quickly. Typically they may
be resolved by providing a service remotely (password reset, answering
question about software operation, etc.) or remotely providing a work-around
for a known issue (documented knowledgebase article, etc.).
Incidents that cannot be resolved by providing a service or a work-around are
reclassified as problems (an incident where no work-around has been
identified). When this occurs, the priority for the ticket changes to indicate a
longer processing time.
Change is when a change in hardware, software, or configuration is needed.
Tickets can go straight from the assigned status to change or can go from work
in progress to problem to change. Change tickets are a lower priority to indicate
a longer processing time.
Project is for tracking work that is not necessarily directly tied to an existing
issue. For example, for tracking the distribution and setup of new equipment.
Requests for formal or informal training. Or when the solution to the issue was
to provide one on one instruction.
Any priority that is not handled within a SLA target timeframe will have its
priority automatically changed to Overdue.