"Double-click" the Help Desk Requester icon on your Windows desktop. It is usually located in the lower left corner of your desktop. You MUST be logged into the Novell network for the icon to appear on your desktop. Also if you are not logged into GroupWise it will prompt you at this time for your password.
The following screen appears:
Click once on the "Mail" button and you will get the "Mail for Help" screen.
There is a "drop-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 the numbers 832. It is on a label on the front or top of your desktop computer which has "N.C. Board of Comm Colleges", a barcode, and a number 832-XXXXXX. When your request has been received at the Help Desk, an automatic reply is returned to you to notify you that we have received your request. If we need further information we will contact you. The more information you give us the sooner we can respond. After we create a work order from your Help Desk request we will send you a copy of the information in a GroupWise e-mail. An MIS technician will either visit 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 at your office. Work orders are scheduled by priority (PC cannot boot = High vs. No Sound = Low). We make every attempt to handle all work orders as quickly as possible. There can be up to a 3 to 4 day turn-around time unless your PC is completely down.
If you have a request, for example, you need a copy of the Novell/GroupWise User Form, select it from the list, click send and it will be returned to you immediately in the form of an e-mail arriving in your GroupWise mailbox.
Your Help Desk Requester icon also keeps a record of "help requests" 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 request by highlighting it and pressing the "Delete" key (or Edit > Delete Trouble Ticket).
