The following information will help you understand the Help Desk website and how to submit a support request for I.T. related items.

Note: IT Support web username/password is the same account you will use to log into USD405's computers. (Example: Username: jdoe / Password: random123!)
Do not confuse this web site with other cloud-based services and attempt to log in with your e-mail address. You will get repeated errors indicating your username and/or password are incorrect.
The computer login credentials are part of USD405's Open Enterprise Service (OES) product line and is housed internally. Several logins are tied to this account database.
- Computer Login
- Help Desk Website
- iPrinter Authentication (for printing)

New Ticket

Once you have logged into the eHD system, click the New Ticket button located in the menu. A New Ticket window will appear. Click the down arrow to select the appropriate group. The New Ticket is broken into three sections: Contact Information, Ticket Info, and Description (Figure 2).

 Figure 2

Contact Information     

In the New Ticket window, your Contact Information is already filled in with the information in your User Account page including an email address link that, when clicked, will open a blank email to the given Contact. If you are submitting the Ticket for another user in your organization, you can select that user from the Contact drop-down list or use the text field as a google-like search to change the  Contact.

Ticket Information           

You must fill in the Ticket Info (Figure 3) in order. Location has now been decoupled from the flow. After Location, the drop-down options for each category pre-determine which option(s) will appear in the drop-down for the next category.

Figure   3

•      Location: The Location will automatically appear based on the selected Contact’s information but can also be changed if needed.

•      Category, Category Option, and Assignment: Choose the appropriate options that apply to your problem from the drop-down lists for these three categories. Note that if there is only one option in the drop-down list, the name will be selected automatically for you.

•      Priority: Give the new ticket a Priority based on the immediacy of the issue. The default Priority is Low unless otherwise set in your database.

•      Status: Select the status of the ticket based on what has or has not been done regarding the issue. The default Status is Assigned Not Updated unless otherwise set in your database.

•      Est. Comp. Date: When this field is clicked, a date picker will appear giving you the option to select a date when you hope to have this issue resolved.

•      Asset: If the Internal Asset Tracker or ZENworks Asset Tracker are set up for your organization, a search icon  will appear to search for assets to be tied to the ticket.

•      Other options can be added to the Ticket Info section as they are needed for your company or department. Fill in any other categories that have an asterisk (*) next to their name.

Description              

Fill out the Subject and Note (Figure 4) as you would an email. Give a short title to your problem in the Subject line, and then describe your problem in detail in the Note text box.

Figure   4

Be sure that you have filled in every required field (*). If required fields are not filled out, the Ticket will not save.  

Once you have filled in all the relevant information, click Submit Ticket. This will submit your ticket which will now appear in the Owned by me tab in the My Tickets screen.

You can attach a relevant file (Figure 5) to your ticket by clicking Browse. Doing this will launch a pop-up window where you can navigate to files on your computer.

Figure   5

Created Ticket Information  

After the Ticket is created and saved, additional information will appear. The following is a brief explanation of the contents of a created ticket.

The top of the Ticket ( Figure 6) contains information such as the ticket number, when it was created, who submitted the ticket, and when it was last modified. Three buttons also appear in this section.

Figure   6

•    The Save Changes button will save any changes or updates you have made to the ticket.

•    The Add Comment button will allow you to add a comment to the ticket with any updates that have been made and notify the Technician and/or the User or neither.

•    PDF button will open the ticket as a PDF document that can be printed, saved, or emailed to another person in your organization

•    Copy button will copy the ticket and create a new one where information can be changed if needed

Five new sections will be added to the bottom of the Ticket as well (Figure 7): History Comments, Attachments, Sub-tickets, Ticket Audit, and Survey Results. These five sections record various status changes and actions that occur after the ticket has been created.

Figure   7

History Comments                  

Whenever a change is made and saved on a Ticket, the person editing the Ticket is prompted with a Note textbox. The Note textbox is designed to allow the person editing the Ticket to explain and clarify why the Ticket is being changed or notify others about a related issue or problem. Attachments         

can be added to the note as well. The notes are recorded in the History Comments section where everyone who can view the ticket can see them. In this way, every ticket contains a history of explanations, concerns, etc., that pertain to that ticket.

Sub -tickets

Tickets can be logged in a series of Parent and Child tickets. This feature enables tickets to be organized in a hierarchy. For example, if a ticket is logged concerning a virus that has spread department-wide, it is also very likely that other tickets will be logged that detail specific problems caused by that virus. All of these sub-problems stem from a single problem—the virus that has spread throughout    

a department. It is possible to create sub-tickets regarding the same problem by opening the existing ticket and clicking New Sub-Ticket.  This will allow you to create a new ticket as a Child ticket to the initial problem. Once the sub-ticket is saved, it can be accessed under the Sub-Ticket section of the Parent ticket or by searching the Child Ticket number. More information on the Parent/Child Ticket relationship can be found in the Mass Update section of the Help Files.

Ticket Audit  

On every ticket there is a Ticket Audit section. The Ticket Audit is designed to record and timestamp every change that is made on a ticket.

The Ticket Audit section has five different columns:

•     Field Name: Records the field or category being changed. For example, if the audit trail is re-cording a change in Status for a ticket, Status will appear in the Field Name.

•     From and To: These two columns record the actual change to the ticket—the change from one designation to another. For example, a status can change from Awaiting       Dispatch to Work In Progress.

•     On: Records the date and time the change was made.

•     By: Records who made the change.

For example, if technician pparker changes the Status of a ticket from Assigned Not Updated to Work In Progress on Sep 14, 2020 (3:05:11 AM), the Ticket Audit will record it as shown in Figure 8.

Figure   8

Survey Results

Contacts can be given the opportunity to fill out a survey after the problem described in their ticket is solved. This allows HelpDesk administrators to run reports on customer satisfaction. The results of these surveys are attached to the bottom of the ticket so that, when viewing a ticket and its status changes, you can also view the End User’s response to the help desk process. If no survey has been taken for a Ticket, the Survey Results section will read Survey not submitted. For more detailed information, see the Surveys section of the Help Files.