GRE Help Desk. Quick Guide. April Rev.2

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GRE Help Desk

Quick Guide

April 2015

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GRE Help Desk

The GRE Help Desk features a simple and intuitive

interface for requesting service or information,

reporting incidents or submitting feedback. It provides

you with many benefits:

• Quick select from default lists and actions

• Many information requirements are pre-populated

• Get real time status of your calls and requests

• Track all your requests and associated actions

• Access from anywhere, anytime

• NEW! Mobile app for iOS and Android

In a nutshell, it’s self-service made simple! Access the

GRE Help Desk today at:

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Login made easy!

GRE and IT have enabled a new version of authentication

called UID (OneHP Unified ID) which is used for many HP

systems. Authentication is automatic while on the HP

network. Off network requires use of a Digital Badge or your

NT credentials.

Simply use a link for the GRE Help Desk OR navigate to

www.hp.com/go/gre

Don’t have a digital badge? Get one at:

http://intranet.hp.com/HPIT/GetIT/DigitalBadge/Pages/index.aspx -available to all employees and contingents. Use a Virtual badge or a “B” badge – it is quick and easy and all that you need.

That’s it! You will be logged into the system.

If it is not that easy and you have issues, please see the next page….

Give the mobile

App a try….

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Login Issues

1. You are directed to the old login screen. This indicates that

your name has not been added to the Help Desk system. (We

add new employees from the Enterprise Directory every 2

weeks.)

solution

: report via e-mail to

[email protected]

or

use the “

Report a Login issue”

link from the web page.

You can find your local Help Desk number on the GRE home

page for your site (intranet.hp.com/gre/ww) to report an urgent

issue or request.

2. You receive an error screen similar to the ones at the right –

“declined to show webpage” or “Access Forbidden”. This

indicates an issue with your digital badge OR you do not have

a digital badge.

solution

: Verify that you have a valid digital badge. Test your

badge or get one at:

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Login Issues

3. You receive an error screen similar to this one. This indicates

an IT issue with either your computer set up or the UID

process.

solution

: Go to the Digital Badge site from the GetIT page

OR at

http://intranet.hp.com/HPIT/GetIT/DigitalBadge/Pages/index.aspx

and use the Support link on the left to access chat or phone

support. The agent can assist you or route you to the proper

group for your authentication issue.

4. You are using the Hebrew portal. At this time, UID is not

supported for Hebrew. You must still use a username and

password to login.

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Start page

After logging in, you will see four options on the Start or GRE Web Request page:

• Create a New Service Request

Use this option to create a new request for service from Global Real Estate (GRE).

• View My Service Requests

Gives you an overview of your open and closed service requests. Select a request to view its details. • Change My Password

No longer necessary for computer users– we do not use passwords any longer. May be required for future mobile application.

• Our Commitment

Send us your feedback directly by completing and submitting a simple form.

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New Facility Service Request

To create a new facility service request simply select “Create a New Service Request” from the Start page. In this example of a New Service Request, your contact information is pre-populated. Required information is indicated by bold labels and an asterisk. Selectable, predefined items are indicated by:

Required information may vary depending on the type of request, but you are required to provide at minimum:

• Description – What the request is about

• Location – The HP site where service is requested • Request Type – The type of service requested Additional details allow GRE to provide quicker service:

• Location Details – Indicate the exact on-site location of where the service needs to be performed

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New Service Request

Ensure proper completion of the form, we recommend filling it out in the following order:

1. Change the Location if necessary.

Note: If you are a teleworker or are not assigned to a specific office, you will not have a default location listed. Simply select the appropriate location for service. You can change your location via DirectoryWorks.

2. Add specific Location Details such as floor, post or room numbers, etc.

3. Choose a Request Type from a selection of standard GRE request categories. Please select down to the second level to provide proper detail to the GRE team. 4. Add a simple Description. (maximum 80 characters) 5. Add Details for your request. Include as much detail as

possible to assist GRE in expediting your request. 6. Once you have completed the required information, just

select the Submit button.

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Request Confirmation

After submitting your request you will receive confirmation and your Call ID number.

If you need to contact the GRE Help Desk about your request, please use your Call ID for reference.

You always have the option of checking the status of your request by selecting My Service Requests from the Start page.

If you have any issues with or questions about the GRE Help Desk or your service request, contact the technical support team at: [email protected]

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