Asotin anatone school district helpdesk
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Asotin-Anatone School District Helpdesk PowerPoint PPT Presentation


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Asotin-Anatone School District Helpdesk. A web-based application to submit and track all technical problems and requests. Helpdesk Location (URL). http://helpdesk.aasd.wednet.edu. http://www.psd.wednet.edu/helpdesk. Logon to the Helpdesk.

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Asotin-Anatone School District Helpdesk

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Asotin anatone school district helpdesk

Asotin-Anatone SchoolDistrict Helpdesk

A web-based application to submit and track all technical problems and requests.


Helpdesk location url

Helpdesk Location (URL)

http://helpdesk.aasd.wednet.edu

http://www.psd.wednet.edu/helpdesk


Logon to the helpdesk

Logon to the Helpdesk

Enter your network User name and your network Password and press the Logon button.


Create helpdesk account

Create Helpdesk Account

You will be asked to provide information about yourself:

First Name

Last Name

E-Mail Address

Phone Number

(your office or cell phone #)

Location

(your office or primary site)

Department

Language (English)

Click the Submit button


Successful account creation

Successful Account Creation

Your Helpdesk account is created after your information is updated.

Click the Main Menu link to access the Helpdesk program.


Helpdesk main menu

Helpdesk Main Menu

The Main Menu allows you to access a number of features:

Submit New Problem

(new technology requests)

View Problem List

(existing tech requests)

Search the Knowledge Base

(see other tech solutions)

Edit Information

(to change your user info)

Log Off

Click Submit New Problem


Submit a new problem

Submit a New Problem

When you submit a new problem, it will always include your contact information (User Name, E-Mail, Location, Phone & Department).

You must select a Category from the drop down list that matches your request, or choose Other.


Problem title description

Problem Title & Description

The Category is Printer.

In the Title box, type a few words that describe the problem or request.

In the Description box, include as much detail as you can about the problem or request.

Click the Submit Problem button.


Problem creation email

Problem Creation Email

You’ll receive an email confirmation which includes:

Problem ID Number

Problem Details

Description

A link to view or update your problem or request


Finding your problem request

Finding your Problem / Request

The Helpdesk Main Menu will include your Most Recent problem or request title.

To view all problems or requests, click the View Problem List link.


Your problem request listing

Your Problem/Request Listing

Your Problem or Request Listing includes important information:

Problem ID Number

The Title

Assigned To (which technician is assisting)

Date Submitted

Status


Technician updates

Technician Updates

You’ll receive an E-Mail when the technician updates your problem or request that includes:

A link to view or update your problem or request

Notes from the technician. (You may be asked to provide additional information or input.)

PROBLEM DETAILS

---------------

ID: 5

User: ggodwin

Date: 03/09/2009 10:15:00 AM

Title: Need ink for my printer

DESCRIPTION

-----------

Hi, the HP Deskjet printer on my desk needs black ink.

Thanks very much,

Greg

NOTES

-----------

[03/09/2009 10:15:00 AM – eborsheim

Greg, what model is it? Thanks, Eric


Additional information or input

Additional Information or Input

Below the technician’s notes is space for you to Enter Additional Notes.

Provide any additional information or comments you would like the technician to receive.


Closing the problem or request

Closing the Problem or Request

When the technician reaches a solution, they may close your problem or request and you’ll receive E-Mail notification.

This E-Mail will include:

A link to view or update your problem or request

The technician’s Solution

PROBLEM DETAILS

---------------

ID: 5

User: ggodwin

Date: 03/09/2010 10:15:00 AM

Title: Need ink for my printer

SOLUTION

--------

Greg – I replaced the cartridge. Please let me know if you have any more problems. Thanks, Eric


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