FMIS Help Desk Documentation - CCCOE



FMIS Help Desk Documentation

CONTENTS

How to Log In (1-page)

How to Recover Your Lost Password (1-page)

How to Change Your Password (1-page)

Description of Main Menu Buttons (1-page)

How to Create a New Ticket (3-pages)

How to Work with a Ticket (4-pages)

Tips Page (1-page)

FMIS Help Desk Documentation: How to Log in to Helpdesk

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To access the helpdesk, you just open your web browser and enter the following address as pictured above:

You then click on the ‘Click Here to Enter the CCCOE FMIS Ticket System’ Link to get to the log-in page pictured here:

To login, just enter your password and click the 'Enter' button on the web page with your mouse.

If you have forgotten your password, you can click the 'I forgot my password' button on the bottom left of the login page. If you do not want to log-in, click the 'LOGOUT' button to close your session.

Always click the logout button, no matter where you are in the system, when you are ready to exit.

Help Desk Documentation: How to Recover a Lost Password

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After reaching the login page, click on the button: ‘I forgot by password’ at the bottom left of the login page above. (use the link: to reach the login page.)

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Enter your account email address in the Lost Password Screen (pictured above) then click the ‘Retrieve Password’ button. If the system recognizes your email address, a message will appear in red on the screen, telling you your password has been sent to your email account. You will need to log into your email account to read the email sent from the helpdesk that contains your password. You can then return to the browser screen pictured above by clicking on the ‘Return to Login Page’ button. You will then be able to login with your found password. If the system does not recognize the email address you enter, try again or call our support line for assistance.

Help Desk Documentation: How to Change Your Password

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To change your password you will first need to log-in successfully to the FMIS Helpdesk. After logging in you are taken to the Main Menu. At the bottom of the Main Menu in the left hand corner you will see a button called ‘Change my Password’ shown in the picture above.

Click on the ‘Change my Password’ button to go to the screen below:

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The password you entered to successfully log-in will appear in the ‘Current Password’ field. You will enter your new password into the ‘New Password’ field, then click the ‘Change Password’ button to submit the change. An email will be sent to your account’s email address notifying you that someone has changed your password. It will include the old and new password and a notice to call our support line if you were not the one who initiated the password change, and you think your account has been compromised.

Help Desk Documentation: Main Menu buttons

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Descriptions of buttons on Main Menu:

• ‘CREATE A NEW TICKET’ button will take you to a screen where you can create and submit a new Help Desk ticket. (see help page: Create New Ticket)

• ‘Show all (your district name) Tickets’ button will take you to a list view of all your District tickets (past and present, completed and unresolved/pending).

• ‘Show all (your district name) Unresolved Tickets’ button will take you to a list view of all your District’s unresolved/pending tickets.

• ‘Find Ticket(s) Across All Districts’ button will take you to a find screen where you can enter search criteria to look up tickets across all Districts. The results, if from another district, will be read-only.

• ‘Show All Tickets in System’ button will take you to a list view off all tickets across all districts.

Help Desk Documentation: Create New Help Desk Ticket (pg-1of 3)

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From the Main Menu, click on the ‘CREATE A NEW TICKET’ button in the picture shown above. You will be taken to the Create New Ticket screen pictured below:

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You can see from the screen above that the login account information of the person who is logged in will populate the fields of the New Ticket form. In the case above, Mac Carey is the person logged-in. If you want to change the contact information for the ticket, you can change the fields before submitting the ticket. This contact information can also be changed later, any time the ticket is still pending. The help desk technician who will be assigned to this call will use this contact information. Some communication concerning the ticket will be sent to the contact email address. All communication will also be posted to the ticket history.

Fill in a description of your issue in the description field. If you check the Private checkbox, this ticket will only be available to accounts from the District this ticket was generated from; otherwise this ticket will be available in read-only view to other District accounts. Click the ‘Submit Ticket’ button when you are ready to submit the ticket.

Help Desk Documentation: Create New Help Desk Ticket (pg-2 of 3)

After clicking the submit button, you may see an error message appear in red above the description of your issue (if you have failed to fill in all fields). If all fields are filled in, and your ticket has been submitted successfully, you will be taken to the screen pictured below:

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Description of screen fields and buttons:

• At top right of screen you have the ‘Refresh Screen’ button. Clicking this button will extend your session another 15 minutes and update any information that may have been entered by CCCOE since you arrived at this screen.

• ‘Return to Main Menu’ button will take you back to the Main Menu Screen.

• ‘Logout’ button exits you out of the Help Desk System and closes your session.

• ‘Status’ field is controlled by CCCOE and by default is populated by the word ‘Submit’ when a ticket is created. Other Status values are: ‘In Progress’, ‘On-Hold’, and ‘Completed’. The CCCOE Technician who is assigned to your call changes these values.

• ‘CCCOE Staff’ field is populated by the name of the CCCOE Staff Technician who is assigned to your ticket. This field is controlled by CCCOE. Until CCCOE assigns a technician you will not be able to use the Communication field further down the screen. Any time CCCOE makes a change in the Status or CCCOE Staff field, the User Contact will be notified by email. In addition, the change will be logged in the Communication History field at the bottom of the screen.

Help Desk Documentation: Create New Help Desk Ticket (pg-3 of 3)

• ‘Category’ field is controlled by CCCOE and will be populated with a category such as: AP Module or Dashboard, etc.

• ‘Private’ checkbox, if checked, will make the ticket private (only available to accounts from the District it was created from)

• Attachment Boxes 1 and 2, on the top right of screen, are used to submit attachments such as a screen shot of the problem or a MS word or excel document that will help CCCOE troubleshoot your Ticket Issue. Click the ‘Browse’ button to search through your computers drive(s) and select a file to attach to the Help Desk ticket. Once you select your attachment file, you must still click the ‘Update’ button to attach the file to the ticket. If you want to remove a file you have attached, click the ‘Delete’ button.

• ‘Edit Ticket’ button, if clicked, will take you to an edit screen where you can edit any fields not controlled by CCCOE. Any edits will be stamped in the ‘Communication History’ field. The Edit screen has a notify CCCOE checkbox, that if checked, will notify the CCCOE assigned staff member of your changes via an email message.

• ‘Communication Email to CCCOE Staff’ field is an important area. We want to keep all communication concerning your issue within the Help Desk ticket. To do this we encourage you NOT to send any helpdesk issue communications to us via your email client. Instead, we ask you to use this field within a helpdesk ticket. Type your message, which concerns the ticket issue in some way, click the “Submit Communication below to CCCOE” button at the top of the field. An email will be sent to the CCCOE Staff member assigned to your ticket with the contents of the field, along with the time and date of your message and all the past history of the ticket included. The Communication History field will also be updated with the contents of your message. The picture on page 2 shows this field containing a message telling you this function is not available until CCCOE has assigned a technician to your help ticket.

• ‘Communication History’ field contains an entry for each communication or edit either you or the CCCOE staff member has performed through or on this ticket. If the entry is colored blue, District personnel made the entry. If the entry is colored black, a CCCOE support technician entered it. All emails sent by the helpdesk system are posted to this field. All emails sent out by the Help Desk have the Communication History posted at the bottom of the email.

Help Desk Documentation: Making Changes to a Ticket (pg-1 of 4)

The easiest way to get to a ticket you want to make a change to is to click on the ‘Show all “Your District Name” Unresolved Tickets’ button below. (You can also find it by using the ‘Search Across Districts’, ‘Show all ‘Your District Name’ Tickets or ‘Show all Tickets’ button.) All are located on the Main Menu.

The “Find Tickets Across All Districts’ button will take you to a find screen where you can enter find criteria, and then click on the ‘Continue Find’ button. If any tickets meet your find criteria, you will be taken to a list of found Tickets.

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All buttons that start with ‘SHOW’ will take you to a list view of Tickets found, as shown below:

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The found list will only show up to a maximum of 25 tickets per page. If there are more than 25, you will need to click the ‘Prev’ or ‘Next’ buttons above the Ticket ID column.

You can click on any column heading to sort that column. Click a column heading a second time to sort it in the opposite direction (ascending/descending).

Click on the arrow to the left of a row to go to the detail of that ticket; if you are from the District where the Ticket was created, you will be able to edit the ticket if it is still pending. If you are from a different District, you will be taken to a ‘Read-Only’ view of that ticket.

Clicking on the ‘Main Menu’ button at the top right of the screen will return you to the Main Menu. The ‘Logout’ button will exit you from the system and end your session.

Help Desk Documentation: Making Changes to a Ticket (pg-2 of 4)

If you click on the arrow to the left of a ticket row in list view shown on the page above, you will be taken to the detail of that ticket. In the picture below, the person logged in is from the same District that the ticket originated from, so a detail view is shown in the picture below:

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Description of screen fields and buttons:

• ‘Edit Ticket’ button, if clicked, will take you to an edit screen where you can edit any fields not controlled by CCCOE. Any edits will be stamped in the ‘Communication History’ field. The Edit screen has a notify CCCOE checkbox, that if checked, will notify the CCCOE assigned staff member of your changes via an email message.

• At top right of screen you have the ‘Refresh Screen’ button. Clicking this button will extend your session another 15 minutes and update any information that may have been entered by CCCOE since you arrived at this screen.

Help Desk Documentation: Making Changes to a Ticket (pg-3 of 4)

• ‘Return to Main Menu’ button will take you back to the Main Menu Screen.

• ‘Logout’ button exits you out of the Help Desk System and closes your session.

• ‘Status’ field is controlled by CCCOE and by default is populated by the word ‘Submit’ when a ticket is created. Other Status values are: ‘In Progress’, ‘On-Hold’, and ‘Completed’. The CCCOE Technician who is assigned to your call changes these values.

• ‘CCCOE Staff’ field is populated by the name of the CCCOE Staff Technician who is assigned to your ticket. This field is controlled by CCCOE. Until CCCOE assigns a technician you will not be able to use the Communication field further down the screen. Any time CCCOE makes a change in the Status or CCCOE Staff field, the User Contact will be notified by email. In addition, the change will be logged in the Communication History field at the bottom of the screen.

• ‘Category’ field is controlled by CCCOE and will be populated with a category such as: AP Module or Dashboard, etc.

• ‘Private’ checkbox, if checked, will make the ticket private (only available to accounts from the District it was created from)

• Attachment Boxes 1 and 2, on the top right of screen, are used to submit attachments such as a screen shot of the problem or a MS word or excel document that will help CCCOE troubleshoot your Ticket Issue. Click the ‘Choose File’ button to search through your computers drive(s) and select a file to attach to the Help Desk ticket. Once you select your attachment file, you must still click the ‘Submit’ button to attach the file to the ticket. If you want to remove a file you have attached, click the ‘Delete’ button. To open an attached file, just double click the file icon inside the attachment box.

• ‘Communication Email to CCCOE Staff’ field is an important area. We want to keep all communication concerning your issue within the Help Desk ticket. To do this we encourage you NOT to send any helpdesk issue communications to us via your email client. Instead, we ask you to use this field within a helpdesk ticket. Type your message, which concerns the ticket issue in some way, and click the “Submit Communication below to CCCOE” button at the top of the field.

**IMPORTANT** Do not forget to click the ‘Send Communication to CCCOE’ button after typing in your message. Within a moment of clicking the “Submit” button you will notice the text is removed from the Communication field and stamped inside the Communication History field. This is your proof that the communication was submitted.

An email will be sent to the CCCOE Staff member assigned to your ticket, which will contain the contents of the field, along with the time and date of your message and all the past history of the ticket included. The Communication History field will also be updated with the contents of your message.

Help Desk Documentation: Making Changes to a Ticket (pg-4 of 4)

• ‘Communication History’ field contains an entry for each communication or edit either you or the CCCOE staff member has been performed on the ticket. If the entry is blue, District personnel made the entry. If the entry is black, a CCCOE support technician entered it. All emails sent by the helpdesk system are posted to this field. All emails sent out by the Help Desk have the Communication History posted at the bottom of the email.

• DYNAMIC AREA below the Communication History Field.

A series of up to three links may appear below the Communication History field if the CCCOE Technician assigned to your ticket has decided to add additional resources to help you deal with your Ticket Issue. If there are no additional resources, you will see nothing below the Communications History Field. If resources have been added (As shown at the bottom of the picture on Page 2), you will see the title:

“Documents/Websites to help resolve your Ticket follow:”

You will see up to three links that you can click on, which will provide you with either websites or resource files (in MS Word or Excel as examples) that will hopefully assist you in resolving your issue.

Help Desk Documentation: Tips and Tricks

Hover your mouse arrow over most Buttons or Icons on any help desk screen and a small pop-up window will appear that briefly describes the use of that Button or Icon.

Once you log-in to the Help Desk a session is opened with our server and you are given up to 15 minutes to submit some kind of action. If the server recognizes does not recognize any activity, your session will be timed out. Activity is recognized as clicking on a button to edit a ticket, move to another part of the helpdesk, send a communication, or clicking the ‘Update Screen’ button. Just typing in a field does not constitute an action.

At the top of each ticket detail screen, just below the ticket title you will see the ticket ID number, the date /time the ticket was created and the name of the person who was logged in when the ticket was created. If (CCCOE) appears in parenthesis located to the right of the login name, it means that a CCCOE technician created the ticket for that person.

Whenever you wish to exit the helpdesk screen, please click the ‘Logout Button’. This will close your open session with our server. If you do not see a logout button at the top or bottom of your screen, please hit the ‘Cancel’ button, which will take you to a screen that does have a ‘Logout’ button.

You can log into the helpdesk to check what is going on with your tickets at anytime from any location as long as you have access to a browser and have Internet access.

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