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Assist

Assist. Repair Ticket Order System. Assist. Replaces HEAT (TF, Admin, plus “select”) For Assist use “Active Directory” (regular) log-in “Starts the clock” on repair Creates accountability Tickets come to Tech Facilitator who can then: Work ticket himself Pass along to service desk

bruce-roberson
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Assist

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  1. Assist Repair Ticket Order System

  2. Assist • Replaces HEAT (TF, Admin, plus “select”) • For Assist use “Active Directory” (regular) log-in • “Starts the clock” on repair • Creates accountability • Tickets come to Tech Facilitator who can then: • Work ticket himself • Pass along to service desk • Status updated by e-mail to all concerned • Submitter can indicate satisfaction with job done

  3. Logging In to Assist Log in with your morning log-in

  4. Your Name Date Tech Age Status Number Subject  Can delete a ticket by selecting and clicking “WITHDRAW” (Note with reason – 15 characters required) Teacher-User’s Screen NEW TICKET

  5. Break / Fix • Computer won’t log on • Domain error • No lights @ cable • Printer jammed • Monitor won’t come on • Laptop lost wireless • Out-going e-mail not received Incident (break / fix) • Need / Want • Add printer to laptop • Compact e-mail • Locked out of computer • How to use doc camera • 5) Reserve laptop cart Request (need / want) Three Drop-Downs Type Category Subcategory

  6. Brief subject with computer name Provide as much info as possible Next Subject and Description • Indicate computer number from “Who Am I” or WSFCSNET drop-down • Put in description with everything you’ve checked.

  7. Building Classroom No Asset Finish Building and Room • Drop down Bldg to 568 and Location the first time as needed • “Classroom” or “Room” or “Main Office” or … keep poking, but every space has a name • Got to MY SETTINGS to enter room and phone. Use school phone

  8. Ticket Number Cancel takes back to My Tickets Back to Ticket History Recorded Text – all you can do is delete

  9. Withdraw Print Select Comments Add Comment Hover cursor over ticket and then click once to bring up the ticket info

  10. Click “Add” Finish Adding Comment Text Type your comment

  11. History Your Comment Checking History

  12. Delete Comment Finish Checking Comments

  13. Withdraw Print Select Your Ticket Checking Your Work Sign Out

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