symantec service desk . hillsborough county public schools will be transitioning to a new technology...
TRANSCRIPT
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Symantec Service Desk
http://sd.mysdhc.net
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• Hillsborough County Public Schools will be transitioning to a new Technology Maintenance system.
• Requests will no longer be submitted through Unicenter Service Desk after Wednesday, November 6, 2013.
• Beginning on Thursday, November 7, 2013 all Technology Maintenance Requests will be submitted through Symantec Service Desk.
• All Facilities requests will still be submitted through WebTMA.
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Symantec Service Desk
• Open Internet Explorer
• Go to: http://sd.mysdhc.net
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You will not need to enter any logon information providing you are logged on to the computer with your Active Directory account.The system will automatically log you in and take you to the Home Page
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Use to make a new ticket, click on the link
Home Page
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Select who it affects using their email address, begin to type in the space provided and select from the list
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Describe the problem.
Provide additional detail here. If no additional detail is available you can copy & paste the
text from the detail line.
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Request Area: Select Incident Management for a dropdown menu and select
the correct type
Continue selecting to further refine the type of
equipment or service
Please do not select any items from the “(Internal Use Only)” category
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When the final selection is made there will be no more
dropdown to pick from
The Ticket will not allow you to continue until all the Request Area sections are made
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Next select the Problem Site (type the first letter of the site) and select the site
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Asset Tag, This is not a lookup field only text field
Next select the “Problem Location”, this is where the equipment is located at the site
Problem Location and Asset Tag entries will appear with the Problem Detail section of the ticket along with the details of the ticket
Who is Affected. This sets the Priority Level of the call
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Click Continue
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A Knowledge Base Option, this is for future use and will give the user
an opportunity to search for answers to a problem before the
request is submitted
Click “Continue with Incident”
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Review of the ticket before submitting with an opportunity to make changes.
OR Click Submit to create the Ticket
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Incident number (formerly known as the Maintenance Request or MR number).
If you have more Incidents to submit, click “Start Another”. If you are finished click “Close”
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Reviewing Submitted Incidents
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From the “Home” screen, Incidents that you have reported will be listed on the right side of the page
If a recently submitted ticket does not appear in the “My Submitted Requests” list you may need to refresh your browser by pressing the F5 key on your keyboard or closing and reopening your browser.
You can view any of your submitted Incidents by clicking the blue link in the ID column
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If you need assistance please contact the Technology Call
Center at 744-6673