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Help Desk Requester

  MIS is requesting that all MIS work orders come in through the Help Desk Requester  Icon on your PC. If you do not have a Help Requester Icon on your Windows desktop please contact the Help Desk by email. You can see what the icon looks like in the  ‘Instructions for using the Help Desk Requester’ document below.

In our efforts to better serve all users of the network at FTCC and to make better use of our time, we are asking everyone to contact the MIS Networking Department through the Help Desk Requester icon on your windows desktop. This will free us up to work on more work orders and other duties thus completing requests more quickly.  If your PC is completely down please have your department secretary send a message via their Help Desk Requester Icon.

Any other information or requests not listed in the Help Desk Requester >Subject= field should go through email to the Help Desk. We have several people working with the Help Desk so do not make requests for information to the email account of Debbie Young or other MIS Networking personnel. This way, if any one individual is off work, your request can still be handled.

We appreciate your cooperation in our continued endeavor to make the network at FTCC as powerful and useful as possible given our available resources.

Instructions for Using the Help Requester

Help Desk Requester

 

  Double-Click the Help Desk Requester Icon on your Windows desktop. It is usually located in the lower left corner of the screen. You must be logged into the Novell network for the icon to be on your desktop. Also if you are not logged into GroupWise it will prompt you at this time for your password. Use the same password you use for GroupWise.

The following screen appears:

 

Click once on the ‘Mail’ button and you will get the ‘Mail for Help" screen.

There is a down arrow at the end of the Subject field. Click the down arrow and identify the type of problem or request you have and select it from the list.

We will be updating this list frequently to cover most types of requests.

 

For problems with your PC, choose the problem type and then include a description of the problem in the Message area. Please include your PC State number which begins with 832. It is on a label on the side or front of the PC. which has ‘NC Board of Comm Colleges’, a barcode, and a number, 832-XXXXXX. As soon as we receive your trouble ticket we will generate a work order for you. If we need further information we will call you back so the more information you give us the sooner we can respond. Then an MIS technician will either come by your office or call you back for your permission to remote to your PC to fix your problem. This does not mean we will immediately be in your office.  Work orders are scheduled with pc’s that are down as highest priority and new pc setups as lowest priority but we do try to handle all work orders as quickly as possible.

If you have a request, for example you need a copy of the Novell/ GroupWise User Form.  Select it from the list and click send and it will be returned to you immediately in the form of an email arriving in your GroupWise mailbox.

Your Help Requester Icon also keeps a record of ‘trouble tickets’ for you to refer to as to when you sent in a particular request. They are listed on the first screen that appears.  After the requested work has been completed you can then go into your Help Desk Requester and delete the trouble ticket by highlighting it and pressing the Delete key (or Edit > Delete Trouble Ticket).

 
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