1
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
What is WEB Help Desk:• A place to submit help request tickets for Communications, Sapphire, and
Technology.• A place to track the progress of your help request tickets.• A knowledge base for advice and tips for common requests.• A system to replace calling and emailing the help desk to submit help request
tickets.
2
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
How do I get to WEB Help Desk:1. Use your preferred web browser (Chrome, Firefox, Internet Explorer).2. Go to the following address: http://solarwinds.ycs.k12.pa.us
Or, use a provided desktop shortcut.*Must be on the district network to access WEB Help Desk.
3
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Logging into WEB Help Desk:• Using the following address: http://solarwinds.ycs.k12.pa.us• Or, a provided desktop shortcut.• Login using your current Windows/Network login.
4
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
The main page displays five tabs:• Request – Open a new help request ticket.• History – View help request tickets associated with currently logged in client/user.• FAQs – View and search a knowledgebase of advice and tips for common requests.• Messages – View messages/bulletins from the IT Department.• Profile – View details about the currently logged in client/user.
5
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Help Request Types:• Communications – Erin James• Sapphire – Data Specialist Team• Technology – IT Department
6
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Submitting a Help Request Ticket:1. Drill down, selecting the appropriate Request Type.2. Fill in request details.3. Select the location.
(Continued on next slide)
7
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Submitting a Help Request Ticket:4. Select/search for asset (Optional).*
*An asset is any piece of technology equipment with a school district asset tag on it.
5. Click “Save”.
8
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
What If I Can’t Access Web Help Desk:• The building Office Manager will be able to submit a Help Request Ticket on your
behalf.
9
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Help Request Ticket History:• The history tab gives an overview of help request tickets associated with the
currently logged in client/user.• Request tickets can be filtered by status or searched by ticket number.• Clicking a request ticket number in the list will open a page with the details of the
request.
10
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Help Request Ticket History Detail:• All details of the help request ticket can been seen by clicking the request ticket
number from the previous list.• This will also show notes and allow communication between clients/users and
techs for the particular request.
11
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
FAQs – Helping You Help Yourself:• View and search a knowledgebase of advice and tips for common requests.• FAQs will be suggested to the client/user as they fill out help request tickets.• The knowledgebase will be built and grown over time.
12
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Messages:• View messages/bulletins from the IT Department.
13
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
Profile:• View details about the currently logged in client/user.
14
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers
15
WEB Help Desk – A Client Overview Effective: 08/18
Created By: Cliff Ayers