Helpdesk System Training Manual

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HELPDESK TRACKING SYSTEM

REFERENCE GUIDE

Rio Salado CollegeInformation Services2323 W 14th Street

Tempe, Arizona 85281

480-517-8600


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Helpdesk Tracking System ReferenceGuide

Written byMindelle Will

Updated Version 2Thursday, March 11, 2004

Information Services-Rio Salado CollegeWeb 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


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Rio Salado College and Information ServicesVision, 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 andpartnerships, 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


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Table of ContentsInformation Services..........................................................................................................................

Our Mission .......................................................................................................................Logging into the Helpdesk System ...................................................................................................2The Call List (default screen)............................................................................................................3

New Calls List Headers Labels and Descriptions.......................................................................4Sorting the Call List .......................................................................................................................5

Advanced Sorting..........................................................................................................................5Navigating to the Next Page .........................................................................................................6

Viewing a Call Assigned to You........................................................................................................7Modifying a Call Assigned to You .....................................................................................................8Closing a Call Assigned to You ......................................................................................................11Reassigning a Call to Someone Else..............................................................................................12Taking a New Call that is not assigned to you ................................................................................13The Difference between a Parent Call and the Child Call...............................................................14Creating a Child Call.......................................................................................................................15

The Feature Menu ..........................................................................................................................16Call Scoreboard ..........................................................................................................................17Entering a New Call ....................................................................................................................18Find a Call...................................................................................................................................19Postpone Calls............................................................................................................................20Creating a Re-Occurring Tasks...................................................................................................21

Reports...........................................................................................................................................22Statistical Reports .......................................................................................................................23Helpdesk Requests Report (Editable) .........................................................................................27PIT (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.....................................................................34Change Your Password..................................................................................................................35Glossary .........................................................................................................................................36Participants Notes:.........................................................................................................................37


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Helpdesk Tracking System Reference Guide Page: 2

Rio Salado College Information Services

480-517-8600

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Helpdesk Tracking System ReferenceGuide

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).

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).

Figure 1

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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: 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:

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

P 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# This number is automatically generated by the system for each call

Staff The staff person currently assigned to the call

Group This is the department group responsible for this call

Client The person who requested and/or entered the call

Open Date The date & time the call was generated

Priority The priority of the call which can be set by you or your manager

Due Date 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

A

B

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Sorting the Call List

Advanced Sorting

1. Click on the Advanced Sorting link (see

Figure 5).

Figure 5

The Sort Calling Listing Feature window will appear

(see 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).

Figure 6

1. Click on a column heading to sort by that

description (see Figure 4).

Figure 4

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Navigating to the Next Page

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).

Figure 7

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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 oneaddress by separating them with acomma.

Due Date and time: You will need toenter a date and time for this call to bedue. You can change this due date atany time. Use military time for time field.

Milestone Date and time: Optional,

usually used for long term projects. Usemilitary time for time field.

Figure 11

Priority: Select from the dropdown the

priority of the call. This will appear on

the call list page.

Figure 12

Type: Select who this call is supporting.

This will help with statistical reports of

who is requesting the most help.

Figure 13

Sub Service: Select the nature of the

call. This will help with statistical reports

on the support type of calls.

Figure 14


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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 15

To send the customer your note:

C. Click on box next to "Check here to notify

client of changes

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"

Figure 16

DateStamp

DateStamp

A

B

C

D


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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

Call Status: Select the call status. This

will communicate to the customer you

are currently doing regarding the call.

Figure 18

Security Level: Select security level for

the call.

Any call that has a students SSN should be set to

Level 1.

Figure 19

Click on the Finish button to save your

modifications

Figure 20


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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" (seeFigure 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).

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 Progress-

Reassigned (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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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

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.

Figure 24

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 thatwas entered by the customer.

Child Call is a copy of the original call.

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 tothat 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 26

Figure 27

Figure 28

C

B

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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

The modifications to the original are saved and a new

call is created with the same information and

referring to the parent call.

Figure 30

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

Any new notes in the child call will appear in the

Parent Call.

Figure 32

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The Feature Menu

On the left is the Feature Menu which is a

navigational tool that will take you to variousscreens within the Helpdesk system (see Figure

33)

To navigate to another screen click on the topic link.

Figure 33

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

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.

Figure 35

A

B

C


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Entering a New Call

You can enter a new call through the administrative

side of the Helpdesk System.

1. Type the firstname.lastname of the email

address for who the call is in regards to andpress the Enterkey (see Figure 36).

Figure 36

2. Fill out the Standard fields (see Figure 37).

Figure 37

3. Click onYour College button to fill out any

customized fields (see Figure 38).

Figure 38

You will need to scroll through the entire list to find

the correct field.

Figure 39

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

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Find a Call

You can locate any call in the helpdesk system by

using the Find a Call feature.

1. In the Search dropdown field select an

option to search by (see Figure 41).

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. Select if you want to search by Open, Close

or All Calls (see Figure 41).

4. Click on the Go button (see Figure 41).

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.

1. Mark the calls (only those with due dates are

shown) that you want to postpone by clicking

on the checkboxes orby using the auto-

mark features (see Figure 42).

2. Enter the amount of time you want the calls

postponed by hours or Days (see Figure 42).

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 42

The Postpone Call summary will appear (see Figure

43).

Figure 43

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Creating a Re-Occurring Tasks

The system can generate a new call for a re-occurring

task.

1. Click on the Create button (see Figure 44).

Figure 44

2. Type the information in the labeled fields

(see Figure 46).

Figure 45

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).

Figure 46

The task summary list will appear.

To edit the call click on this the edit Icon

To delete the call click on the delete icon

Figure 47

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Reports

This feature refers to reports related to the system and staff task management. The report menuof the system will allow you to access statistical information on staff, groups, or a variety of otheroptions. Each report is customizable. If you click on the Report link, you will see the followingoptions 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 anindividual 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 eachcall by a group or an individual staff.

C. PIT (Process Improvement Team) Reports: There are 3 reports that are labeled PIT. Thesereports 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 Callfeature (see page 19).


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Statistical Reports

1. Click on Helpdesk Statistical Report link

(see Figure 48).

Figure 48

The Statistical Report menu will appear.

2. Determine the Date Range for the report (seeFigure 49).

3. Click on the dropdown arrow and select the

Report Type (see Figure 49).

All Groups a summary of the calls for all thegroups in the system

Specify Groups (Summary) a summary of thecalls for a specific group.

Specify Groups (Detail) - a summary of all thecalls for each employee in a specific group

4. Click on the Search button (see Figure 49).

Figure 49

5. In the Select a Group section scroll through

the list and highlight the group, then click on

the >> button (see Figure 50).

Figure 50


Figure 51

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Sample Results of Statistical Reports

All Groups Sample Results:

A summary of the calls for all the groups

in the system for that month will appear.

Figure 52

Click on any of the blue numbers to see

a list of the calls.

Figure 53

Click on the Call ID# to view the call.

Figure 54


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Specify Groups (Summary) Sample Results:

A summary of the calls for a specific

group for that month.

Figure 55



Figure 56


Figure 57


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Specify Groups (Detail) Sample Results:

A summary of all the calls for each

employee in a specific group for that

month.

Figure 58



Figure 59


Figure 60


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Helpdesk Requests Report (Editable)

1. In the Report Menu click on Helpdesk

Requests Report (Editable) link (see Figure

61).

Figure 61

The Helpdesk Requests Report (Editable) menu will

appear

2. In the Search select eitherAssigned Group

orAssigned 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 62

6. In the Field Restrictions section select

what you want the report to show (see Figure

63).

Figure 63

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Helpdesk Requests Report (Editable)

Report Results:

Figure 65

7. In the Request Type section there are two

categories that must be selected (see Figure

64).

Request Type:

All Requests

Tasks Only

Project Only

Status Type:

Open Only

Closed Only

All


Figure 64

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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.

1. Click on the Type and Subtype Count by

College (PIT) link (see Figure 66).

Figure 66

2. In the dropdown field select the college (see

Figure 67).

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).

Figure 67

Report Results:

Figure 68

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PIT (Process Improvement Team) Reports - Type and Subtype Count by Custom

Field

The Type and Subtype Count by Custom Fieldreport 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.

1. Click on the Type and Subtype Count by

Custom Field link (see Figure 69).

Figure 69

2. In the Campus field select the college (see

Figure 70)

3. In the Custom field select a customized field

(see Figure 70)

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)

Figure 70

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Report Results:

Figure 71

You have the option to print the summary

report (see Figure 71).


a list of the calls (see Figure 72).

Figure 72

Click on the Call ID# to view the call(see

Figure 73).

Figure 73


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PIT (Process Improvement Team) Reports - Adjunct Faculty Summary - Faculty by

Discipline (PIT) report

TheAdjunct 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 fixor a support service. The course field identifies the number of calls for specific issues regarding a

course such as COM.

1. Click on the Adjunct Faculty Summary -

Faculty by Discipline (PIT) link (see Figure

74).

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).

5. Select the call status (see Figure 75).

6. Click the Search button (see Figure 75).

Figure 75

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Report Results:

Figure 76

You have the option to print the summary

report(see Figure 76).


a list of the calls (see Figure 77).

Figure 77

Click on the Call ID# to view the call(see

Figure 78).

Figure 78


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Requesting a Bug or an Enhancement to the system

1. Click on the Bug/Enhancement Idea link(see Figure 79).

Figure 79

2. Fill out the helpdesk request call (see Figure

80).

3. Click the Submit button (see Figure 80).

This call will be directed to the Helpdesk System

programmer.

Figure 80

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Change Your Password

1. Click on the Change your password link(see Figure 81).

Figure 81

2. Type your old password in the labeled field

(see 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)

5. Click on the Finish button (see Figure 82)

Figure 82

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Glossary

Call An electronic request form that contains information concerning a task

or project.

Child Call A copy of the original call.

Helpdesk System An electronic tracking and reporting software that is web based. It has

two sides: End User and Administrative

Helpdesk System(Admin Side)

The web based interface that receives and modifies the requests from

the customers and creates reports based on those requests.

Helpdesk System (EndUser Side)

The web based interface that a customer would use to request a task

or project from a department.

Parent Call The original Helpdesk call that was entered by the customer.


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