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Unicenter © ServicePlus Service Desk How to manage helpdesk tickets.

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Presentation on theme: "Unicenter © ServicePlus Service Desk How to manage helpdesk tickets."— Presentation transcript:

1 Unicenter © ServicePlus Service Desk How to manage helpdesk tickets

2 Link to Helpdesk from NOACSC web page URL: NEXT

3 Link to Helpdesk from WOCO web page URL:

4 URL: Username: your username will be the first two initials of your Library Code, and underscore _, and your last name (unless otherwise noted in ): XX_LASTNAME Password: You have been given a a default password (help) and we request that you change it the first time you log into helpdesk. NOTE: You may consider book marking this page to make it more easily accessible. If your helpdesk session is open and unused for more than an hour, your session will time out and youll need to log back in. NEXT

5 To Change your Password, click on the Change Password link from the menu. NEXT

6 Delete the current text listed and type your new password – be sure its something you will remember. Click on Save to set your new password NEXT

7 Click on Home to return to the main screen or click on logout to exit helpdesk. NEXT

8 To create a NEW ticket, click on Create a new Request. NEXT

9 Choose a Request Area NEXT

10 Click on the + to expand the NOACSC or WOCO Request Area Click on NOACSC.INFOHIO. Or WOCO.INFOHIO.All INFOhio tickets should be posted only to this Request Area NEXT

11 Enter the Phone Number and Address If not already listed. Type the question or complete description of the problem. The first line of your description needs to be the following information: XX - Name – short summary of the problem. Below that line, enter the full description and be sure to provide all the needed details (such as item #, Title, Patron ID, etc…). Click on Save to post the ticket. NEXT

12 The original description will be displayed under Request Description All related information posted to this ticket will be viewable under History Return to the Home page or Logout NEXT Attachments, such as vendor files to load, can be added here.

13 Click on You have # open requests to view the current status of a ticket, to read a question that has been posted, or to add a comment for additional information about the problem. NEXT

14 Each ticket is assigned a unique request number. ( Click on the request number to add a comment to this ticket.) The Status indicates the current status of the individual ticket. Be sure to read the last post to the ticket for an understanding of why a specific status has been set Acknowledged: Technical Services is aware of the ticket. Closed: Problem has been resolved, or no further action needed, or End User has not responded for more than a week. Escalate: The problem has been raised to the next level of support or to the vendor. Hold: Indicates that the request can not be worked on pending an action or information that is beyond the control of the group/assignee. Open: Initial status of tickets posted or ticket is being worked on. Waiting on Customer: Technical Services has responded with a question or action needing to be completed by the End User. Work in Progress: Ticket is being addressed, possibly with help of End User, or another party. Each ticket will list the last date and time a modification was made. The Assignee is the person working on the ticket and the End User, is the person who is being affected by the problem. If the Assignee is blank, the ticket has not yet been assigned for resolution NEXT

15 Please do NOT edit the request once it has been posted. All additional information should be posted by adding a comment. NEXT

16 Click on Save to post your comment. Type your response/ additional information regarding the ticket. NEXT

17 If the problem has been resolved, but the ticket has not been closed, you can close the request by clicking on the Close Request button Return to the Home page or Logout Responses from INFOhio support and your comments will be posted by date and time under History. The most recent message posted will be displayed at the top of the list. NEXT

18 You can add closing remarks, if you wish, before closing request. NEXT

19 Request can be reopened, if needed. Or return to Home page, or Logout. NEXT

20 Tickets that have been answered/completed and closed can be viewed under closed requests. Tickets can be reopened if needed. (Tickets needing a response from the customer for more than a week may be closed due to inactivity) NEXT

21 Click on the request number to see the solution to the problem or reopen the ticket. You should also receive an for each message posted to the ticket. IMPORTANT: Do not respond to that you receive – your response will disappear into cyberspace. NEXT

22 Click on Reopen Request to change the status of the ticket to open. Each response will have the name of the contact who posted the message as well as the date, time, and response type (close request, comment, initial message, reopen request, etc…) NEXT

23 Click on Reopen Request to submit your response/problem as to why the ticket needs to be reopened. Type your response or more information about the problem youre having. NEXT

24 Your comment will be posted to the ticket as well as ed to INFOhio support. Logout or return to Home to manage other requests NEXT

25 Thank you for using Helpdesk!!

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