Helpdesk System Training Manual

HELPDESK TRACKING SYSTEM REFERENCE GUIDE
Rio Salado College

Information Services
2323 W 14th Street Tempe, Arizona 85281 480-517-8600
Helpdesk Tracking System Reference Guide
Written by Mindelle Will
Updated Version 2 Thursday, March 11, 2004
Information Services-Rio Salado College Web Address: http://is.rio.maricopa.edu 2323 W 14th Street, Tempe, Arizona 85281 (480) 517-8600
Any or all parts of this training manual may be duplicated for instructional use if credit is given to Rio Salado College Information Services and District Office - Training Services. It is not to be sold for profit. March 04
Rio Salado College and Information Services Vision, Mission, and Value Statements
Vision Statement
Through living our values, Rio Salado College creates a climate of high expectations for the success of our students, customers and employees.
Mission Statement
As an institution of higher education placing high value on student learning, Rio Salado College creates convenient, high-quality learning opportunities for diverse populations. We specialize in customized, unique programs and partnerships, accelerated formats and distance delivery. In all that we do, we pursue continuous improvement and innovation, and we challenge the limits of tradition.
Pride Factors
We take great pride in providing programs and services that are characterized by: Quality Convenience Timeliness Accuracy
Core Values
We are unalterably committed to demonstrating the following core organizational values: Learning Customer Focus Continuous Improvement Teamwork Professionalism Diversity Innovation
Table of Contents
Information Services .......................................................................................................................... Our Mission ....................................................................................................................... Logging into the Helpdesk System ...................................................................................................2 The Call List (default screen)............................................................................................................3 New Calls List Headers Labels and Descriptions.......................................................................4 Sorting the Call List .......................................................................................................................5 Advanced Sorting..........................................................................................................................5 Navigating to the Next Page .........................................................................................................6 Viewing a Call Assigned to You ........................................................................................................7 Modifying a Call Assigned to You .....................................................................................................8 Closing a Call Assigned to You ......................................................................................................11 Reassigning a Call to Someone Else..............................................................................................12 Taking a New Call that is not assigned to you ................................................................................13 The Difference between a Parent Call and the Child Call...............................................................14 Creating a Child Call.......................................................................................................................15 The Feature Menu ..........................................................................................................................16 Call Scoreboard ..........................................................................................................................17 Entering a New Call ....................................................................................................................18 Find a Call ...................................................................................................................................19 Postpone Calls ............................................................................................................................20 Creating a Re-Occurring Tasks...................................................................................................21 Reports ...........................................................................................................................................22 Statistical Reports .......................................................................................................................23 Helpdesk Requests Report (Editable) .........................................................................................27 PIT (Process Improvement Team) Reports.................................................................................29 - Type and Subtype Count by College .....................................................................................29 - Type and Subtype Count by Custom Field ............................................................................30 - Adjunct Faculty Summary - Faculty by Discipline (PIT) report...............................................32 Requesting a Bug or an Enhancement to the system.....................................................................34 Change Your Password..................................................................................................................35 Glossary .........................................................................................................................................36 Participants Notes:.........................................................................................................................37
Page: 2

The Helpdesk System is an electronic tracking and reporting software. This software has two sides: the end user side and the administrative side. The end user side is used by customers to make requests and the administrative side is used by technicians to receive, modify and create requests; as well as, create reports based on the requests. This manual will cover the basic features of the administrative side.
Logging into the Helpdesk System

1. In your IE web browser type the URL: http://helpdesk.maricopa.edu/admin/GetLogin.asp (see
Figure 1). Figure 1
2. In the Username field type your account name (see Figure 1). The username is
firstname.lastname
3. In the Password field type your account password (see Figure 1).
4. Click on the Log in button or press the Enter key (see Figure 1).
2 3 4
Rio Salado College Information Services 480-517-8600
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The Call List (default screen)

The Call List will appear (see Figure 2)
Figure 2
The Call List contains all the open calls for the groups that you are a member of Calls assigned to you will have the call ID # and your user name in bold text. Calls you have not viewed since they have been assigned to you will also have a "new" image preceding the call ID.
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New Calls List Headers Labels and Descriptions

Figure 3
A B C
A: This section will show:
How many pages of calls (click on the page number and it will take you to that page) How many total calls assigned to your Group(s) How many calls are viewed per page
B: This section shows the Legend for the New Calls table:
! P Calls that are 24 48 hours late will be highlighted in light orange Calls that are over 48 hours late will be highlighted in dark salmon Updated with new information more than 5 times Long term projects (a task that takes longer than 3 days) There is new information that you have not seen
C: This section is the Headers for the New Calls table:

ID# Staff Group Client Open Date Priority Due Date This number is automatically generated by the system for each call The staff person currently assigned to the call This is the department group responsible for this call The person who requested and/or entered the call The date & time the call was generated The priority of the call which can be set by you or your manager The date & time the call is to be completed
Milestone date The date and time that certain aspects of the call are to be completed
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Sorting the Call List

Figure 4
1. Click on a column heading to sort by that description (see Figure 4).
1
Advanced Sorting
1. Click on the Advanced Sorting link (see
Figure 5). Figure 5
1
The Sort Calling Listing Feature window will appear (see Figure 6). Figure 6
2. In the dropdown fields select the column headers to sort by (see Figure 6). It will sort by
the first field then the second field and finally the third field.
3. Under the column header field select whether you want the header sorted by ascending or descending order (see Figure 6). 4. Click the Sort button (see Figure 6).
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Page: 6
Navigating to the Next Page

Figure 7
1 1
1. Click on the Next button to go to the second page (see Figure 7).
OR 1. Click on the Page number (see Figure 7).
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Viewing a Call Assigned to You

Figure 8
1. Click on the ID # to view a call assigned to you. (See Figure 8)
Figure 9
The call will appear; by default the Standard fields will be accessible.
2. Click on the View button to see additional fields. (see Figure 9)
The View window will appear (see Figure 10).

Figure 10
Any customized fields that were entered by the client will appear. Any fields that were not filled in by the client will not appear. This window is recommended for printing a call.
3. Click on the X to close the window (see

Figure 10).
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Modifying a Call Assigned to You

On a Call there are certain fields that are restricted that can not be edited. The following fields are editable: EmailCC: You may add more than one address by separating them with a comma. Due Date and time: You will need to enter a date and time for this call to be due. You can change this due date at any time. Use military time for time field. Milestone Date and time: Optional, usually used for long term projects. Use military time for time field.
Figure 12 Figure 11
Priority: Select from the dropdown the priority of the call. This will appear on the call list page.
Figure 13
Type: Select who this call is supporting. This will help with statistical reports of who is requesting the most help.
Figure 14
Sub Service: Select the nature of the call. This will help with statistical reports on the support type of calls.
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Modifying a Call Assigned to You (continues)

Summary: You may change the customer's summary. The Summary appears in the call list and gives the description of the call. A. Technical Notes: Click on the date stamp icon to insert the date, time and your username then type your notes. This is for internal use the customer will not see these notes B. Customer Notes: Click on the date stamp icon to insert the date, time and your username then type your notes. This is to communicate with the customer.
Figure 16 Figure 15
Date Stamp
A
Date Stamp
To send the customer your note: C. Click on box next to "Check here to notify client of changes
C
If this Call will take longer than 3 days it should be labeled a Project: D. Click on box next to "Check here if this call is a project"
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Modifying a Call Assigned to You (continues)

Assigned Group: Select your group. If you are in more than one group, select the group that would help back you up on this call.
Figure 17
Figure 18
Call Status: Select the call status. This will communicate to the customer you are currently doing regarding the call.
Figure 19
Security Level: Select security level for the call.
Any call that has a students SSN should be set to Level 1. Figure 20
Click on the Finish button to save your modifications
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Closing a Call Assigned to You
1. In the Call Status section click on the box next to "Check here to close this call" (see
Figure 21).
Figure 21
2. In the Call Status field click on the dropdown arrow and select Completed (see
Figure 21).
3. Click on the Finish button to save the call

(see Figure 21).
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Reassigning a Call to Someone Else

Under the Call Status section: 1. In the Reassign this call to field select another employee or if there is not a specific person that you want to assign to choose --Select One-- (see Figure 22) 2. In the Assigned Group dropdown field select the employee group if different than your group (see Figure 22). 3. In the Call Status field click on the dropdown arrow and select In ProgressReassigned (see Figure 22). 4. Click on the Finish button to save this modification and the request to that employee (see Figure 22).
Figure 22
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Page: 13
Taking a New Call that is not assigned to you

1. Click on the ID # (see Figure 23). Notice that it
is not assigned to anyone. Figure 23
Figure 24
The Call with the standard fields will appear but you will not be able to modify them until you take the call. For additional information click on the View button.
2. Click on the Take Call button to assign the call to yourself (see Figure 25).
Figure 25
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The Difference between a Parent Call and the Child Call

Parent Call is the original Helpdesk call that was entered by the customer. Child Call is a copy of the original call.
Figure 26
Some Calls may have several tasks that need multiple people working on at the same time. A child call is created for a specific task of the original.
A. In the upper right corner the Parent Call will be labeled with "Parent of call ." It will list all of the Child Call ID #'s that are associated with it. Clicking on the ID# will take you to that Child call. B. At the bottom of the Parent call a Child Call list will appear showing the ID#, who it is assigned to and the open/close status. If the Child call is closed, it will give the date and time. Clicking on the ID# will take you to that Child call. C. In the upper right corner the Child call will be labeled with "Child call for .." It will list the Parent ID # that is associated with it. Clicking on the ID# will take you to that Parent call.
Figure 28 Figure 27
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Creating a Child Call

1. At the bottom of a call click on the Save and Create Child Call button (see Figure 29).
Figure 29
1
Figure 30 The modifications to the original are saved and a new call is created with the same information and referring to the parent call.
2. At the bottom of the child call click on the Save and Pull up Parent Call # button to retrieve the parent call (see Figure 31).
Figure 31
2
Figure 32
Any new notes in the child call will appear in the Parent Call.
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The Feature Menu

Figure 33
On the left is the Feature Menu which is a navigational tool that will take you to various screens within the Helpdesk system (see Figure
33)
To navigate to another screen click on the topic link.
Call Scoreboard: Gives a status summary of the open calls for the group(s) that you are a member of. Enter a new call: Creates a new call. Call Listing: The list of open calls. (default) Find a Call: Locate a call. Postpone calls: How to postpone a call. Re-Occurring Tasks: Creates a new call for a re-occurring task/project. Student Info: Search student data. Reports: To navigate to a screen, click on the topic link. Bug/Enhancement Idea: Creates a call that goes directly to the Helpdesk system programmer. Change your password: This options allows you to change your password
Figure 34
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Call Scoreboard
Figure 35
The Call Scoreboard will show the following: A. A list of all the groups you are a member B. A break down of the groups' calls: New Calls Calls that are not assigned to anyone Idle Calls that are not given a due date Open Calls Calls that are currently open Late Calls - Calls that are 24 48 hours late Very Late - Calls that are over 48 hours late C. A list of the Late and the Very Late Calls
The ID # and the summary of the call. Clicking on the ID# will bring up the call.
A B
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Entering a New Call

You can enter a new call through the administrative side of the Helpdesk System. Figure 36
1. Type the firstname.lastname of the email address for who the call is in regards to and press the Enter key (see Figure 36).
1
Figure 37
2. Fill out the Standard fields (see Figure 37).
Figure 38
3. Click on Your College button to fill out any customized fields (see Figure 38).
Figure 39
You will need to scroll through the entire list to find the correct field.
4. Click on the Standard button to get back to the main window (see Figure 40). 5. Click the Finish button to create the call.
Figure 40
4
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Find a Call
You can locate any call in the helpdesk system by using the Find a Call feature. Figure 41
1. In the Search dropdown field select an option to search by (see Figure 41).
1 2
2. In the Find field determine the specific option to narrow the search (see Figure 41).
For Example: If you select the ID number in the Search field, then you would type the ID number in the Find field
3 4
3. Select if you want to search by Open, Close or All Calls (see Figure 41). 4. Click on the Go button (see Figure 41).
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Postpone Calls
This function lets you postpone the due date of your calls by a certain amount of time, and send an e-mail message to the clients at the same time. Figure 42
1
1. Mark the calls (only those with due dates are
shown) that you want to postpone by clicking
on the checkboxes or by using the automark features (see Figure 42).
1
2. Enter the amount of time you want the calls postponed by hours or Days (see Figure 42).
2 3 4
3. Type the message that will be e-mailed to clients in the text window at the very bottom of this page (see Figure 42).
4. Click on the Postpone Now button (see

Figure 42).
Figure 43 The Postpone Call summary will appear (see Figure 43).
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Creating a Re-Occurring Tasks

The system can generate a new call for a re-occurring task. Figure 44
1. Click on the Create button (see Figure 44).
Figure 45
2. Type the information in the labeled fields

(see Figure 46).
Figure 46
3. Determine how often this call will repeat and when it will appear in the Call List (see Figure
46).
4. Click the Finish button (see Figure 46).
3 4
The task summary list will appear.
Figure 47
To edit the call click on this the edit Icon
To delete the call click on the delete icon
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Page: 22
Reports
This feature refers to reports related to the system and staff task management. The report menu of the system will allow you to access statistical information on staff, groups, or a variety of other options. Each report is customizable. If you click on the Report link, you will see the following options on the Reports Menu. There are four types of reports used: A. Statistical Reports: This report gives the following statistical information on a group or an individual staff: # of Calls Opened This Month # of Calls Closed This Month # of Calls Opened Between 7am And 6pm # of Calls Opened Between 6pm And 7am Average time to Close Tasks this month Average time to Close Projects this month B. Helpdesk Requests Report (Editable): This report gives detail information regarding each call by a group or an individual staff. C. PIT (Process Improvement Team) Reports: There are 3 reports that are labeled PIT. These reports generate the following data: Type & Subtype Counts by College Type & Subtype Counts By Custom Field Type & Subtype Counts by Course D. Project List Report: This report is similar to the Find a Call feature (see page 19).
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Statistical Reports
Figure 48
1. Click on Helpdesk Statistical Report link

(see Figure 48).
The Statistical Report menu will appear. 2. Determine the Date Range for the report (see
Figure 49).
Figure 49
3. Click on the dropdown arrow and select the Report Type (see Figure 49).
All Groups a summary of the calls for all the groups in the system Specify Groups (Summary) a summary of the calls for a specific group. Specify Groups (Detail) - a summary of all the calls for each employee in a specific group
2 3 4
4. Click on the Search button (see Figure 49).

Figure 50
5. In the Select a Group section scroll through the list and highlight the group, then click on the >> button (see Figure 50).
Figure 51
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Sample Results of Statistical Reports

Figure 52
All Groups Sample Results: A summary of the calls for all the groups in the system for that month will appear.
Figure 53
Click on any of the blue numbers to see a list of the calls.
Figure 54
Click on the Call ID# to view the call.
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Figure 55
Specify Groups (Summary) Sample Results: A summary of the calls for a specific group for that month.
Figure 56
Figure 57
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Figure 58
Specify Groups (Detail) Sample Results: A summary of all the calls for each employee in a specific group for that month.
Figure 59
Figure 60
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Helpdesk Requests Report (Editable)

Figure 61
1. In the Report Menu click on Helpdesk Requests Report (Editable) link (see Figure
61).
The Helpdesk Requests Report (Editable) menu will appear
Figure 62
2. In the Search select either Assigned Group or Assigned Staff (see Figure 62). 3. In the Find field select the specific group or individual staff (see Figure 62). 4. Determine the Date Range (see Figure 62). 5. In the Sort select a sorting option and the sort order, Ascending or Descending (see
Figure 62). Figure 63
2 3 4 5
6. In the Field Restrictions section select what you want the report to show (see Figure
63).
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Helpdesk Requests Report (Editable)

7. In the Request Type section there are two categories that must be selected (see Figure
64). Figure 64
Request Type: All Requests Tasks Only Project Only
Status Type: Open Only Closed Only All
Report Results:
Figure 65
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PIT (Process Improvement Team) Reports
- Type and Subtype Count by College
The Type and Subtype Count by College report breaks down the calls for a college based on the type and subtype. The type refers to who is requesting help such as a student or a faculty chair and the subtype identifies what type of issue such as a technical fix or a support service.
Figure 66
1. Click on the Type and Subtype Count by College (PIT) link (see Figure 66).
2. In the dropdown field select the college (see

Figure 67).
Figure 67
2 3 4 5
3. Type the date range in the fields (see Figure

67).
4. Select the call status (see Figure 67). 5. Click the Search button (see Figure 67). Report Results:
Figure 68
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- Type and Subtype Count by Custom Field
The Type and Subtype Count by Custom Field report breaks down the calls for a college based on the type, subtype and a custom field. The type refers to who is requesting help such as a student or a faculty chair and the subtype identifies what type of issue such as a technical fix or a support service. The custom field identifies the number of calls for a specific issue such as access to a department folder.
Figure 69
1. Click on the Type and Subtype Count by Custom Field link (see Figure 69).
2. In the Campus field select the college (see

Figure 70)
Figure 70
3. In the Custom field select a customized field

(see Figure 70)
2 3 4 5 6 7
4. In the Selection field select a customized field (see Figure 70) 5. Type a date range, this is optional (see Figure
70)
6. Select a call status(see Figure 70) 7. Click on the Search button (see Figure 70)
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Report Results:
Figure 71
You have the option to print the summary report (see Figure 71).
Figure 72
Click on any of the blue numbers to see a list of the calls (see Figure 72).
Figure 73
Click on the Call ID# to view the call (see

Figure 73).
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- Adjunct Faculty Summary - Faculty by Discipline (PIT) report
The Adjunct Faculty Summary - Faculty by Discipline (PIT) report breaks down the calls for a college based on the type, subtype and a course. The type refers to who is requesting help such as a student or a faculty chair and the subtype identifies what type of issue such as a technical fix or a support service. The course field identifies the number of calls for specific issues regarding a course such as COM.
Figure 74
1. Click on the Adjunct Faculty Summary Faculty by Discipline (PIT) link (see Figure
74).
2. Select the college (see Figure 75). 3. Select the course (see Figure 75). 4. Type in the date range, this is optional (see
Figure 75).
Figure 75
2 3 4 5 6
5. Select the call status (see Figure 75). 6. Click the Search button (see Figure 75).
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Report Results:
Figure 76
Figure 77
You have the option to print the summary report (see Figure 76).
Click on any of the blue numbers to see a list of the calls (see Figure 77).
Figure 78
Click on the Call ID# to view the call (see

Figure 78).
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Requesting a Bug or an Enhancement to the system
Figure 79
1. Click on the Bug/Enhancement Idea link

(see Figure 79).
Figure 80
2. Fill out the helpdesk request call (see Figure

80).
3. Click the Submit button (see Figure 80).
2
This call will be directed to the Helpdesk System programmer.
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Change Your Password

Figure 81
1. Click on the Change your password link

(see Figure 81).
2. Type your old password in the labeled field

(see Figure 82) Figure 82
3. Type your new password in the labeled field

(see Figure 82)
4. Type your new password in the Confirm field

(see Figure 82)
2 3 4 5
5. Click on the Finish button (see Figure 82)
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Glossary
Call Child Call Helpdesk System Helpdesk System (Admin Side) Helpdesk System (End User Side) Parent Call An electronic request form that contains information concerning a task or project. A copy of the original call. An electronic tracking and reporting software that is web based. It has two sides: End User and Administrative The web based interface that receives and modifies the requests from the customers and creates reports based on those requests. The web based interface that a customer would use to request a task or project from a department. The original Helpdesk call that was entered by the customer.
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Participants Notes:
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HELPDESK TRACKING SYSTEM REFERENCE GUIDE

Rio Salado College

Helpdesk Tracking System Reference Guide

Written by Mindelle Will

Updated Version 2 Thursday, March 11, 2004

Helpdesk Tracking System Reference Guide

Helpdesk Tracking System Reference Guide

Logging into the Helpdesk System

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

The Call List (default screen)

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

New Calls List Headers Labels and Descriptions

C: This section is the Headers for the New Calls table:

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Sorting the Call List

1. Click on a column heading to sort by that description (see Figure 4).

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Navigating to the Next Page

OR 1. Click on the Page number (see Figure 7).

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Viewing a Call Assigned to You

1. Click on the ID # to view a call assigned to you. (See Figure 8)

2. Click on the View button to see additional fields. (see Figure 9)

The View window will appear (see Figure 10).

3. Click on the X to close the window (see

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Modifying a Call Assigned to You

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Helpdesk Tracking System Reference Guide

Modifying a Call Assigned to You (continues)

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Helpdesk Tracking System Reference Guide

Modifying a Call Assigned to You (continues)

Security Level: Select security level for the call.

Click on the Finish button to save your modifications

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Helpdesk Tracking System Reference Guide

Closing a Call Assigned to You

3. Click on the Finish button to save the call

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Reassigning a Call to Someone Else

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Taking a New Call that is not assigned to you

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

The Difference between a Parent Call and the Child Call

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Creating a Child Call

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

The Feature Menu

To navigate to another screen click on the topic link.

Rio Salado College Information Services 480-517-8600

Helpdesk Tracking System Reference Guide

Rio Salado College Information Services 480-517-8600