Access & Identity ManagementGetting support for Athens / OpenAthens

Aaron Wolf – athenshelp@eduserv.org.uk May2009

Accessing the Service Desk via the web

• Access Service Desk using your administrator credentials

– follow ‘Log a Query’ link from administration area– https://support.eduserv.org.uk/athens

• Responses will be sent to your registered administrator email address

– Keep this up to date!

The home page

Log a new Service Call

• Choose the closest topic for your query

• Allows Service Call to be assigned quickly to most appropriate support team

New Service Call

Tracking progress

• Three stages:– Open – in progress, or awaiting a response– Resolved – question answered / problem solved– Closed – you have agreed it is resolved or no further

response after 5 working days

List of Service Calls

• Short summary of each Service Call– sort by date, status, etc.

View sub-administrators’ Calls

• If you have sub-administrators– view their Service Calls– add updates in your own name

Thanks

Q&A