Delivering Collaborative Solutions that Promote Learning

Asotin-Anatone SchoolDistrict Helpdesk

A web-based application to submit and track all technical problems and requests.

Delivering Collaborative Solutions that Promote Learning

Helpdesk Location (URL)http://helpdesk.aasd.wednet.edu

http://www.psd.wednet.edu/helpdesk

Delivering Collaborative Solutions that Promote Learning

Logon to the HelpdeskEnter your network User name and your network

Password and press the Logon button.

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Create Helpdesk AccountYou will be asked to provide information about yourself:

First NameLast NameE-Mail AddressPhone Number (your office or cell phone #)Location (your office or primary site)DepartmentLanguage (English)

Click the Submit button

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Successful Account Creation

Your Helpdesk account is created after your information is updated.

Click the Main Menu link to access the Helpdesk program.

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Helpdesk Main Menu

The Main Menu allows you to access a number of features:

Submit New Problem (new technology requests)View Problem List (existing tech requests)Search the Knowledge Base (see other tech solutions)Edit Information (to change your user info)Log Off

Click Submit New Problem

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Submit a New Problem

When you submit a new problem, it will always include your contact information (User Name, E-Mail, Location, Phone & Department).

You must select a Category from the drop down list that matches your request, or choose Other.

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Problem Title & Description

The Category is Printer.

In the Title box, type a few words that describe the problem or request.

In the Description box, include as much detail as you can about the problem or request.

Click the Submit Problem button.

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Problem Creation Email

You’ll receive an email confirmation which includes:

Problem ID Number

Problem Details

Description

A link to view or update your problem or request

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Finding your Problem / Request

The Helpdesk Main Menu will include your Most Recent problem or request title.

To view all problems or requests, click the View Problem List link.

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Your Problem/Request ListingYour

Problem or Request

Listing includes

important information:

Problem ID Number

The Title

Assigned To (which technician is assisting)

Date Submitted

Status

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Technician Updates

You’ll receive an E-Mail when the technician updates your problem or request that includes:

A link to view or update your problem or request

Notes from the technician. (You may be asked to provide additional information or input.)

PROBLEM DETAILS---------------ID: 5User: ggodwinDate: 03/09/2009 10:15:00 AMTitle: Need ink for my printer

DESCRIPTION-----------Hi, the HP Deskjet printer on my desk needs black ink.Thanks very much,

Greg

NOTES-----------[03/09/2009 10:15:00 AM – eborsheimGreg, what model is it? Thanks, Eric

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Additional Information

or Input

Below the technician’s notes is space for you to Enter Additional Notes.

Provide any additional information or comments you would like the technician to receive.

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Closing the Problem or Request

When the technician reaches a solution, they may close your problem or request and you’ll receive E-Mail notification.

This E-Mail will include:

A link to view or update your problem or request

The technician’s Solution

PROBLEM DETAILS---------------ID: 5User: ggodwinDate: 03/09/2010 10:15:00 AMTitle: Need ink for my printer

SOLUTION--------Greg – I replaced the cartridge. Please let me know if you have any more problems. Thanks, Eric