1. Welcome to your new ticketing system
As of May 31st, 2019 Ivanti HEAT will no longer be used by CSSD 11.
We have replaced that system with a new web based solution, Happy Fox

2. How do we get started???

3. Q: How will a user submit a ticket?
A: All users will navigate to
This will land them at the new District 11 KB.
Previously with HEAT we were not able to access our tickets off network or if the network was down
This link is accessible from anywhere you have internet, both on and off the D11 Network

4. CSSD 11 KB / Login Page The KB has two logins Agent Login
For those who interact with tickets
Teachers / Staff Login
For all individuals who work for the district and need to submit a ticket

5. CSSD 11 0365 Authentication Page
The first time you login you will be asked to authenticate via O365

6. Enter Password Page
After you enter your long address you will be asked for your Network password

7. Stay Signed In?
You will have the option to not show this message again and stay signed in
If you are the only user of your computer you can choose to stay logged in
If you share a computer you may not want to stay logged in

8. User Logged In Page
Once an End User is logged in they will be redirected to this page, that looks very similar to the original KB
To view or submit tickets they will use the middle link “Back To Tickets”

9. In this area the users can
See any ticket they have submitted by using the first tab
Search for answers in the KB by using the second tab
Request for help by clicking on the “New Ticket” tab on the page

10. The “New Ticket” form is pretty intuitive and will react to answers from questions.

11. This creates an email experience from here on out for each tickets for the end user
What this means is they get a confirmation of ticket creation that they can add more information to
Each time you respond from the Agent portal they will get an with updates, that they can also respond to and answer any follow up questions or provide more info as needed.