web help desk - client overvie · •the history tab gives an overview of help request tickets...
TRANSCRIPT
![Page 1: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/1.jpg)
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
![Page 2: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/2.jpg)
What is WEB Help Desk:• A place to submit help request tickets for Communications, Sapphire, and
Technology.• A place to track the progress of your help request tickets.• A knowledge base for advice and tips for common requests.• A system to replace calling and emailing the help desk to submit help request
tickets.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
![Page 3: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/3.jpg)
How do I get to WEB Help Desk:1. Use your preferred web browser (Chrome, Firefox, Internet Explorer).2. Go to the following address: http://solarwinds.ycs.k12.pa.us
Or, use a provided desktop shortcut.*Must be on the district network to access WEB Help Desk.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
![Page 4: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/4.jpg)
Logging into WEB Help Desk:• Using the following address: http://solarwinds.ycs.k12.pa.us• Or, a provided desktop shortcut.• Login using your current Windows/Network login.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
![Page 5: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/5.jpg)
The main page displays five tabs:• Request – Open a new help request ticket.• History – View help request tickets associated with currently logged in client/user.• FAQs – View and search a knowledgebase of advice and tips for common requests.• Messages – View messages/bulletins from the IT Department.• Profile – View details about the currently logged in client/user.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
![Page 6: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/6.jpg)
Help Request Types:• Communications – Erin James• Sapphire – Data Specialist Team• Technology – IT Department
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
![Page 7: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/7.jpg)
Submitting a Help Request Ticket:1. Drill down, selecting the appropriate Request Type.2. Fill in request details.3. Select the location.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
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Submitting a Help Request Ticket:4. Select/search for asset (Optional).*
*An asset is any piece of technology equipment with a school district asset tag on it.
5. Click “Save”.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
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What If I Can’t Access Web Help Desk:• The building Office Manager will be able to submit a Help Request Ticket on your
behalf.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
![Page 10: Web Help Desk - Client Overvie · •The history tab gives an overview of help request tickets associated with the currently logged in client/user. •Request tickets can be filtered](https://reader034.vdocuments.net/reader034/viewer/2022050201/5f550c3b76484e3f2c6aee73/html5/thumbnails/10.jpg)
Help Request Ticket History:• The history tab gives an overview of help request tickets associated with the
currently logged in client/user.• Request tickets can be filtered by status or searched by ticket number.• Clicking a request ticket number in the list will open a page with the details of the
request.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
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Help Request Ticket History Detail:• All details of the help request ticket can been seen by clicking the request ticket
number from the previous list.• This will also show notes and allow communication between clients/users and
techs for the particular request.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
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FAQs – Helping You Help Yourself:• View and search a knowledgebase of advice and tips for common requests.• FAQs will be suggested to the client/user as they fill out help request tickets.• The knowledgebase will be built and grown over time.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
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Messages:• View messages/bulletins from the IT Department.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
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Profile:• View details about the currently logged in client/user.
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
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WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers