Help Desk Documentation: Making Changes to a Ticket (pg-1of4)

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.

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

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-2of4)

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:

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-3of4)

  • ‘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-4of4)

  • ‘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.