web help desk - client overvie · •the history tab gives an overview of help request tickets...

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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.

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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.

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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.

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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.

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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

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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)

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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”.

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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.

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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.

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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.

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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.

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WEB Help Desk – A Client Overview Effective: 08/18

Created By: Cliff Ayers

Messages:• View messages/bulletins from the IT Department.

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WEB Help Desk – A Client Overview Effective: 08/18

Created By: Cliff Ayers

Profile:• View details about the currently logged in client/user.

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WEB Help Desk – A Client Overview Effective: 08/18

Created By: Cliff Ayers

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WEB Help Desk – A Client Overview Effective: 08/18

Created By: Cliff Ayers