| Updating a request: |
To update a Help Desk request, locate the request through
the unit or requestor view. Click on the link to the request, then click
on the "Update" link at the top. When you are finished, click
the save button. You will be returned to the new version of the
document. |
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| Adding a comment: |
Enter into update mode. Type your comment in the "New
Comments" text box and click the "Save" button. The new
comment will be pasted to the existing comment area. |
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| Transfer to another unit: |
Enter into update mode. Click on the drop down list for the
unit field and select the unit you wish to transfer to. The form will
automatically be refreshed to populate the "Assigned To" field
with the staff members of the new unit (this does not save the request).
Click the "Save" button. |
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| Assign to an individual: |
Enter into update mode. Click on the drop down list for the
assigned to field and select a name. |
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| Previous & next links: |
While you have a Help Desk request on screen, you can jump
to the next request in the view by clicking on the "next" link.
If you are in the view of your unit, this allows you to page through each
open call in your unit. |
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| Close a request: |
Enter into update mode. Click on the drop down list for the
status field and select Closed. Add a comment to the "New
Comments" text box and click on the "Save" button. |
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| Mail notification: |
Notification is enabled through the browser when a Help Desk
request is assigned to a unit or an individual. Notifications will go out
when a call is closed, as well as the urgency 1 escalation path. |
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| Using the back & forward buttons on your
browser: |
You can use the back or forward buttons on your browser to
get back to a view or document. If you use this method to access a
document, you should re-load the document (with your browser refresh
button) if you plan on updating it, or save conflicts may result. |
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| Full text search: |
Click on the "search" link to access the full-text
search page. You can limit the search to open requests, closed request or
search by all status. |