Help Desk
Realizing you need help
• When you realize you need help with your
computer, phone, or printer, and your
supervisor can not help, please go to
Something very similar to this will
appear:
Choose: I am a Faculty or Staff member seeking Helpdesk ServicesNow you have several options for contacting Helpdesk.
The preferred method is
submitting a ticket. The rest of this PowerPoint will walk you through this step.
Choose: Submit a Helpdesk ticket online.
Something very similar to this will
appear:
Lets look at the knowledge base first.
• In the upper left hand corner you will find a
blue link named Knowledgebase. Click on that
word.
There you will find several categories of articles. These articles
may have the answer you are looking for. Browse through to see
if what you are looking for is there.
You can also use the search box to search for your issue. Just type in a few keywords like wireless network or eSafe.
The Troubleshooter
• You can also use the troubleshooter to guide
you through some common problems.
*Currently eSafe is the only Troubleshooter that is completed. However, more will be added! Check back often!
If no help is found using the
Knowledge base or the
Troubleshooter, then you will need
to submit a helpdesk ticket.
Submitting a ticket is easy!
First you must log in. Use your
ACM username and password.
If you have problems with this
please call HELP or ext. 4357
from campus. Or 301-784-4357
from anywhere.
Once logged in you will see a page
similar to this:
Your name here You will see your name here
You will also see some new categories to choose from.
Submitting a ticket
Choose, Submit a Ticket, and you will be brought to a screen similar to this one:
Lets step through the departments
one by one
General/Other
–choose this department if you are unsure of
what category the problem falls under.
(IT) Computer Labs
– choose this department if you are having an
issue in any of our computer labs. These are
classrooms that have several computers for
student use in them. We have several labs on
the Cumberland campus, they are located in
every building except the physical plant, the gym
and the college center. Bedford and Somerset
(IT) ERP
–choose this department for problems related
to the ERP Portal, Colleague (Finance, Student,
Advancement, HR/Payroll), WebAdvisor,
Reporting (crystal reports, colleague ODS and
data-marts), ERP application development, ERP
security, and document management. This
queue also handles all legacy system problems
and development solutions.
(IT) Hardware Requests
–choose this department for all* of your
hardware needs. This includes mice, monitors,
computers, printers, phones; anything that is
not software.
*except for the Computer Labs hardware, use
the Computer Labs department choice.
(IT) Software Requests
–choose this department for any of your software
needs. This includes any requests for new software
or licensing questions.
(IT) Website
–choose this department if you have a question about
our college homepage (
www.allegany.edu
). You can also
make requests to place content, get assistance if you are
experiencing web/server errors, or make adjustments to
your existing page(s).
(ITMMS) Blackboard
–choose this department if you need assistance
with blackboard.
(ITMMS) Classroom Technology
–choose this department for help with
projectors, document cameras, clickers, SMART
podiums/boards and the Distance Learning Labs.
(ITMMS) Photo/Video/Media Production
–choose this department if you have any
questions about or need help with producing
media– photos, audio, or video.
Lets do a test ticket!
Make sure you are logged into
http://help.allegany.edu
and choose Submit a
Ticket.
Lets use the General/Other department for our
ticket.
Choose General/Other and click on the next
button at the bottom of the screen.
*Academic for Computer Lab issues. Administrative for Faculty/Staff issues
Start filling in the information:
Choose your Campus, in this case, Cumberland The priority is New
Choose your building Enter your room number Enter your phone number
Choose your Department Type* Enter your Department Name Enter a subject for this ticket
Enter in as much detail as possible the reason for the ticket.
Continued from previous page
As you enter your Message Details
Knowledgebase suggestions will appear below. If you see the solution to your problem, click on it. You can solve your own problem and log out without having to submit a ticket. However, if you don’t see your answer then choose the submit
button on the bottom of the page.
You can also attach a file or a screen shot by using the Upload File(s) box.
Once you choose submit, you will see a page similar to this:
Take note of the ticket number, you will need this to communicate more effectively with Help Desk
In your Allegany College E-Mail you will receive a message similar to this one:
If you have any more information to add, you can reply to this ticket and it will attach itself to the ticket in helpdesk/staff. You can always reply to this email or any emails from ACM Helpdesk. What ever you reply will be added to the helpdesk ticket that you created. Whoever is working on your ticket will be able to see your replies. *When replying to the email, please be patient, it sometimes takes the server a while to post to your ticket for the technician to see it.
• For most faculty and staff this will end your
technical journey through helpdesk. You will
continue to communicate with a technician
via phone, email (ACM Helpdesk replies) or a
technician will come to your work area and
resolve the problem. After resolving the
problem the technician will resolve the ticket
and you will receive a final email asking you to
complete a survey.
Here is the email asking you to complete the survey. Please take a few minutes to
complete the survey. We do actually look at the results of the survey! To take the survey just click on the blue link in the email. (Do Not Reply to the E-mail).
The link will take you to https://my.allegany.edu where you will need to sign in with your ACM username and password. Then follow the prompts on the screen to complete.
What the technician sees
The technician has their own site to log on to. Here they
see the tickets as they come in. This is our practice ticket.
The status is open
The priority is New
The subject is what you typed in the subject box
The Ticket ID is the same ticket ID number you received Replies is the number of replies to the ticket.
This one reply is my reply to the ACM Helpdesk Email.
The Last Replier to this ticket.
The Last Activity shows how long
it has been since the ticket has been touched
The Due column shows how long until the ticket is due
This is who will be working on the ticket.
This is the date the ticket was submitted
When the technician clicks on the subject (previous page) then the rest of the ticket shows up.
Here is the ticket with the owner and priority set and the reply that I made to the email from ACM Helpdesk
This is the ticket resolved. In two hours an email will be received telling me (the author) the ticket has been resolved and asking me (the author) to take the survey.
