1.6 Helpdesk

Helpdesk provides an online resource for you to report problems, check the status of your submitted Helpdesk tickets, and research previously submitted tickets. Helpdesk gives you the reassurance that your incident has been received, and allows you to track the progress of your incidents.

1.6.1 Logging In

To log into the Helpdesk application, you must first have an account created in eDirectory. Contact your system administrator to verify this access.

  1. Go to the Helpdesk Web site that has been specified by your system administrator. Specify your username and password in the space provided. Your Helpdesk username and password are the same as your eDirectory username and password.

  2. Click Login to access your Helpdesk page. After you log in, the you are directed to the Add Incident page.

1.6.2 Submitting Incidents

A Helpdesk ticket can be submitted for a wide range of work-related problems you might encounter. The ticket is an efficient way for you to notify your business of your problem.

  1. To begin reporting an incident, click Add.

  2. In the Problem field, specify a description of your error. Be sure to write a detailed and accurate description of the problem to allow for a speedier solution to be provided.

  3. In the Queue field, select the appropriate category for your problem:

    • General: Miscellaneous problems. Port connectivity issues.

    • Network: Problems pertaining to account setup on the server.

    • Server: Problems pertaining to account setup on the server.

    • Workstation: Problems pertaining to your issued laptop or desktop.

  4. In the Priority field, select the appropriate rank for your problem:

    • Fatal: Lost capability to critical systems.

    • Critical: Lost capability to non-critical systems.

    • Urgent: Important conflict not pertaining to work.

    • High: Concerns relating to items needed for productivity.

    • Medium: Concerns relating to access needed.

    • Low: Nice to have, but not needed to accomplish tasks.

    • Informational: A communication that does not need any action, such as Account deactivation.

  5. If applicable, click Browse in the Attachment field and insert an attachment, such as a screen shot of the error message you received, or a log file.

  6. Click Open Incident to submit Helpdesk ticket.