Web Help Desk - Revision history

Speroj at 15:43, 10 October 2019

2019-10-10T15:43:33Z

← Older revision		Revision as of 11:43, 10 October 2019
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	<b> This form is intended to keep a constant and reliable form of communication between the Helpdesk and the user. You may log back into the WHD and track the call you have made. You will be able to see any notes that the Helpdesk adds, or if you have any extra information you may feel is useful, you may add it in at any time. Any updates that the Helpdesk makes to a ticket, the user will be notified via email of the update. </b>		<b> This form is intended to keep a constant and reliable form of communication between the Helpdesk and the user. You may log back into the WHD and track the call you have made. You will be able to see any notes that the Helpdesk adds, or if you have any extra information you may feel is useful, you may add it in at any time. Any updates that the Helpdesk makes to a ticket, the user will be notified via email of the update. </b>

			[[Category:Help Desk]]

Rozewskic: /* Enabling Vacation */

2015-11-20T16:38:15Z

Enabling Vacation

← Older revision		Revision as of 12:38, 20 November 2015
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	<b> This form is intended to keep a constant and reliable form of communication between the Helpdesk and the user. You may log back into the WHD and track the call you have made. You will be able to see any notes that the Helpdesk adds, or if you have any extra information you may feel is useful, you may add it in at any time. Any updates that the Helpdesk makes to a ticket, the user will be notified via email of the update. </b>		<b> This form is intended to keep a constant and reliable form of communication between the Helpdesk and the user. You may log back into the WHD and track the call you have made. You will be able to see any notes that the Helpdesk adds, or if you have any extra information you may feel is useful, you may add it in at any time. Any updates that the Helpdesk makes to a ticket, the user will be notified via email of the update. </b>

	~~== Enabling Vacation ==~~

	Mark yourself as "On Vacation" when you are out of the office. Techs who are on vacation are not considered when auto-assigning new Tickets. If specified in the request type, the Backup Tech is used instead.

	~~# Login to Web HelpDesk and view the technician interface~~
	~~# Click the Setup tab~~
	~~# Mouse over "Tech" in the left column and click "My Account"~~
	~~# Click the pencil icon on top of your profile to edit your account~~
	~~# Click the checkbox next to "On Vacation"~~
	~~# Click Save~~

	~~Your must disable the On Vacation setting upon your return.~~

Rozewskic at 16:37, 20 November 2015

2015-11-20T16:37:15Z

← Older revision		Revision as of 12:37, 20 November 2015
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	<OL>		<OL>
	<LI> Go to [http://www.wpunj.edu/helpdesk Help Desk]. From here, you may sign in with your William Paterson University Credentials (same username and password you would use to log onto your PC). You will then be taken to the new~~, very simple blank~~ ticket screen.		<LI> Go to [http://www.wpunj.edu/helpdesk Help Desk]. From here, you may sign in with your William Paterson University Credentials (same username and password you would use to log onto your PC). You will then be taken to the new ticket screen.

	[[Image:WHD2.PNG\|center\|700px]]		[[Image:WHD2.PNG\|center\|700px]]

Rozewskic at 19:38, 23 August 2013

2013-08-23T19:38:37Z

← Older revision		Revision as of 15:38, 23 August 2013
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	<b> This form is intended to keep a constant and reliable form of communication between the Helpdesk and the user. You may log back into the WHD and track the call you have made. You will be able to see any notes that the Helpdesk adds, or if you have any extra information you may feel is useful, you may add it in at any time. Any updates that the Helpdesk makes to a ticket, the user will be notified via email of the update. </b>		<b> This form is intended to keep a constant and reliable form of communication between the Helpdesk and the user. You may log back into the WHD and track the call you have made. You will be able to see any notes that the Helpdesk adds, or if you have any extra information you may feel is useful, you may add it in at any time. Any updates that the Helpdesk makes to a ticket, the user will be notified via email of the update. </b>

			== Enabling Vacation ==

			Mark yourself as "On Vacation" when you are out of the office. Techs who are on vacation are not considered when auto-assigning new Tickets. If specified in the request type, the Backup Tech is used instead.

			# Login to Web HelpDesk and view the technician interface
			# Click the Setup tab
			# Mouse over "Tech" in the left column and click "My Account"
			# Click the pencil icon on top of your profile to edit your account
			# Click the checkbox next to "On Vacation"
			# Click Save

			Your must disable the On Vacation setting upon your return.

Rozewskic at 14:56, 16 May 2013

2013-05-16T14:56:42Z

← Older revision		Revision as of 10:56, 16 May 2013
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	The ticketing system will allow anyone with a valid WPU username and password to create their own ticket to send to the IT Help Desk. Based on the Request Type selected, the ticket will be directed to the appropriate department for evaluation. Once received, the department will begin researching, understanding, and resolving the issues reported. Here are a few quick steps to get started. This process is the same for all faculty, staff, and students:		The ticketing system will allow anyone with a valid WPU username and password to create their own ticket to send to the IT Help Desk. Based on the Request Type selected, the ticket will be directed to the appropriate department for evaluation. Once received, the department will begin researching, understanding, and resolving the issues reported. Here are a few quick steps to get started. This process is the same for all faculty, staff, and students:

	== ~~Opening Up~~ a Ticket ==		== Creating a Ticket ==

	<OL>		<OL>
	<LI> Go to [http://www.wpunj.edu/helpdesk Help Desk]. From here, you may sign in with your William Paterson University Credentials (same username and password you would use to log onto your PC). You will then be taken to the new, very simple blank ticket screen.		<LI> Go to [http://www.wpunj.edu/helpdesk Help Desk]. From here, you may sign in with your William Paterson University Credentials (same username and password you would use to log onto your PC). You will then be taken to the new, very simple blank ticket screen.

	~~<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">~~
	[[Image:WHD2.PNG\|center\|700px]]		[[Image:WHD2.PNG\|center\|700px]]
	~~</div>~~

	<LI> Make sure you fill out as much information as possible. The <b> Request Type </b> field will expand with each selection, so you may narrow in on your issue. You will not be able to fill in the <b> Request Detail </b> unless you fill out the Request Type.		<LI> Make sure you fill out as much information as possible. The <b> Request Type </b> field will expand with each selection, so you may narrow in on your issue. You will not be able to fill in the <b> Request Detail </b> unless you fill out the Request Type.
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	<LI> A confirmation e-mail will be sent after the ticket is entered and updates will be sent via e-mail during the ticket resolution process. Once a ticket has been entered, a user may return to the [http://www.wpunj.edu/helpdesk Help Desk] to check on the status by clicking on the <b> History </b> button after log on.		<LI> A confirmation e-mail will be sent after the ticket is entered and updates will be sent via e-mail during the ticket resolution process. Once a ticket has been entered, a user may return to the [http://www.wpunj.edu/helpdesk Help Desk] to check on the status by clicking on the <b> History </b> button after log on.

	~~<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">~~
	[[Image:whd3.png\|center\|700px]]		[[Image:whd3.png\|center\|700px]]
	~~</div>~~

Rozewskic at 14:53, 16 May 2013

2013-05-16T14:53:03Z

← Older revision		Revision as of 10:53, 16 May 2013
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	'''[http://www.wpunj.edu/helpdesk Web Help Desk ~~Ticketing System~~]'''		'''[http://www.wpunj.edu/helpdesk Go to Web Help Desk]'''

	~~William Paterson University has a new ticketing system for all faculty, staff, and students.~~ The ticketing system will allow anyone with a valid WPU username and password to create their own ticket to send to the Help Desk. Based on the Request Type selected the ticket it will be directed to the appropriate department for evaluation. Once received, the department will begin researching, understanding, and resolving the issues reported. Here are a few quick steps to get started. This process is the same for all faculty, staff, and students:		The ticketing system will allow anyone with a valid WPU username and password to create their own ticket to send to the IT Help Desk. Based on the Request Type selected, the ticket will be directed to the appropriate department for evaluation. Once received, the department will begin researching, understanding, and resolving the issues reported. Here are a few quick steps to get started. This process is the same for all faculty, staff, and students:

	== Opening Up a Ticket ==		== Opening Up a Ticket ==

Rosenberge: /* Opening Up a Ticket */

2013-01-07T12:58:29Z

Opening Up a Ticket

← Older revision		Revision as of 08:58, 7 January 2013
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	<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">		<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">
	[[Image:~~WHD3~~.~~PNG~~\|center\|700px]]		[[Image:whd3.png\|center\|700px]]
	</div>		</div>

Rosenberge: /* Opening Up a Ticket */

2013-01-07T12:57:38Z

Opening Up a Ticket

← Older revision		Revision as of 08:57, 7 January 2013
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	<LI> Once you click Submit, the ticket will automatically be filtered to the correct department that will handle your call. No phone call or email is necessary to the Help Desk if you fill out this form correctly.		<LI> Once you click Submit, the ticket will automatically be filtered to the correct department that will handle your call. No phone call or email is necessary to the Help Desk if you fill out this form correctly.

	<LI> A confirmation e-mail will be sent after the ticket is entered and updates will be sent via e-mail during the ticket resolution process. Once a ticket has been entered, a user may return to the [http://www.wpunj.edu/helpdesk Help Desk] to check on the status by clicking on the <b> ~~Recent Tickets~~ </b> button after log on.		<LI> A confirmation e-mail will be sent after the ticket is entered and updates will be sent via e-mail during the ticket resolution process. Once a ticket has been entered, a user may return to the [http://www.wpunj.edu/helpdesk Help Desk] to check on the status by clicking on the <b> History </b> button after log on.

	<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">		<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">
	[[Image:~~WHD1~~.PNG\|center\|700px]]		[[Image:WHD3.PNG\|center\|700px]]
	</div>		</div>

Pilaiaa at 16:11, 6 December 2012

2012-12-06T16:11:20Z

← Older revision		Revision as of 12:11, 6 December 2012
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	<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">		<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">
	[[Image:~~WHD1~~.~~JPG~~\|center\|700px]]		[[Image:WHD2.PNG\|center\|700px]]
	</div>		</div>

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	<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">		<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">
	[[Image:~~WHD2~~.PNG\|center\|700px]]		[[Image:WHD1.PNG\|center\|700px]]
	</div>		</div>

Pilaiaa at 16:08, 6 December 2012

2012-12-06T16:08:37Z

← Older revision		Revision as of 12:08, 6 December 2012
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	<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">		<div class="toccolours mw-collapsible mw-collapsed" style="width:700px">
	[[Image:WHD2.~~JPG~~\|center\|700px]]		[[Image:WHD2.PNG\|center\|700px]]
	</div>		</div>