Help Desk Tickets? - minnesota counties information systems.
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1. Select County Description Aitkin Carlton Cass Chippewa Cook Crow Wing Dodge Itasca Koochiching Lac gui Parle Lake St Louis Sherburne Other 14 items found displaying 1 to 14 EXPRESSDESK for iSeries v100 2010 UNICOM Systems Inc Details e Dpt Menu Opt Desc menu option and path e Details Long description of what you the requester did what happened and what the question issue Is e Resolution A place to append more details to the ticket Also where the resource will enter the resolution If the ticket requires programming work a reference to the development ticket will be listed as well Add Document Link If you would like to attach a screen print report or any other information that might be useful in resolving the question problem you will click on this link and the following window will appear Created 4 23 2014 4 11 00 PM Last Saved 6 25 2014 2 06 00 PM Page 5 of 8 T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual Creating a Ticket doc 413 SE 7th Avenue Grand Rapids MN 55744 W Minnesota Counties Information Systems Te Phone 218 326 0381 Add Document Link Google Chrome Le L 192 168 20 200 10020 xdesk uploadtasklink do taskID add Add Document Link Submit Reset Cancel Click on the Cancel button or close the window when you are finished adding links Add Document Choose File No file chosen Add URL Link2. 413 SE 7th Avenue Grand Rapids MN 55744 A a Minnesota Counties Information Systems Phone 218 326 0381 Ste ES B Express Desk Help Desk Tickets Do you have a question or are you experiencing a system problem Have you searched the Knowledge Base for the answer If not login to Express Desk select the Find by Category tab and enter your search word or browse the categories Refer to What is Express Desk for more details on searching the knowledge base Welcome to the MC x Cc 192 168 20 200 10020 xdesk helpdes AEE Home New Request My Requests Find by Category My Profile Log Out Locked Requests elcome to the MCIS ticket and knowledge base system Help What s Item Description HELPOO2E TAXHO906 Welcome to the Help Desk Ticketing System Hello there Express Desk user Click on me for instructions on how to use 2 items found displaying 1 to 2 EXPRESSDESK for iSeries v100 2010 UNICOM Systems Inc Still can t find your answer Create a Ticket for the MCIS Help Desk by selecting the New Request tab at the top of the screen The remainder of this document explains how to create a new ticket display a ticket and then edit a ticket General Overview e Requesters will be required to enter information into all of the fields when creating a new ticket request e A person in the county cannot create a ticket for another person The requester field defaults to t
3. EXPRESSDESK foriSerisef w100 2010 UNICOM Systems Inc Select Choose File to browse for the file to be attached Select Submit to add the file to the ticket closing the window Reset to clear any files that you have selected Cancel to return to previous screen without saving changes Add URL Link Will not use This allows the requester to insert a URL or path to a particular site or document Note this will only work if the URL path is accessible to someone outside of your network Screen Actions When you are done creating your ticket select Add Request which will save your ticket and notify the help desk personnel Add Request Saves the current ticket request Reset Clears the current additions changes Cancel Returns to the previous screen without saving the changes Created 4 23 2014 4 11 00 PM Last Saved 6 25 2014 2 06 00 PM Page 6 of 8 T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual Creating a Ticket doc A a Minnesota Counties Information Systems E 413 SE 7th Avenue Grand Rapids MN 55744 EES Phone 218 326 0381 How to Display a Ticket To find an existing ticket you can 1 Click on the My Requests tab at the top of the screen This will display a list of all tickets open and closed where you were the requester The most recent tickets will display at the top of the list 2 You can also click on the Find by Category tab and then select the All Help De
4. Creating a Ticket doc A a Minnesota Counties Information Systems EE 413 SE 7th Avenue Grand Rapids MN 55744 Zo Phone 218 326 0381 How to Edit a Ticket 192 168 20 200 10021 xdesk subcategories do categoryID 298 Home New Request My Requests Find by Category Request Lookup My Profile Change Password Log Out Locked Requests Find by Category Help All Help Desk Tickets gt All Open Tickets Subcategories Requests Search Request Description Status Resource Resource Name Reque HELP002S Help Cheryl ar Carlton install the latest version of WAS INPROCES ALE Andy Eickstadt JJSOO EY HELPO03K Statement of Remittance Taconite Credit not balancing INPROCES JARO11 Jade Richtsmeier MN694 HELP0030 PL settlement not correct unused PL credit appears to be the problem INPROCES SKKOOS Sue Kern MN114 GY HELPO03S Levy status not matching stmt of remittance for school rpt OVERDUE SKKOOS5 Sue Kern MN18A HELPOO52 TIF ist half Calc payment settlement has inflated Excess TIF ENTERED WEJ008 Warren Jewett MN18A 5 items found displaying 1 to 5 EXPRESSDESK for Series v100 2010 UNICOM Systems Inc To add to an existing open ticket click on the pencil paper icon to the left of the ticket number This will display the ticket in Edit mode You will be able to add more details to the description section and or include an attachment You cannot modify any of the existing information Created 4 23 2014 4 11 00 PM L
5. 004 wrote Besolution fad Request Links Add Document Link Add URL Link EXPRESSDESK for iSeries v100 2010 UNICOM Systems Inc Created 4 23 2014 4 11 00 PM Last Saved 6 25 2014 2 06 00 PM Page 2 of 8 T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual Creating a Ticket doc 413 SE 7th Avenue Grand Rapids MN 55744 Phone 218 326 0381 Minnesota Counties Information Systems Screen Values Request HELP shows that this is a ticket in our Help Desk project Description This is the short description of the question problem Please phrase this in the form of a question i e How do print field cards Where can find the market value files Resource This is the MCIS person working the ticket A county entered new ticket will not show the field upon entry When reviewing the county will see None until MCIS assigns a resource Status e Entered All new tickets are created with a status of Entered e Assigned Ticket changes from Entered to Assigned when MCIS assigns a resource to the ticket e In Process The ticket is changed from Assigned to In Process when the resource begins actively working the ticket e Closed The ticket will be closed when the issue question is resolved or moved to a development task Requester The person creating the ticket with the question or issue for MCIS Defaults to person logged in and cannot be cha
6. ast Saved 6 25 2014 2 06 00 PM Page 8 of 8 T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual Creating a Ticket doc
7. he person logged in and cannot be changed All emails and contact information are based on the information stored in the Requester Profile e After initial entry requesters will not have the ability to change the ticket or any of its fields However the requester can add information to the ticket details resolution section e Technically anyone can append information to an open ticket The system will place a comment header containing the UserlD date time of the person entering the comment MCIS will be able to modify a ticket but not delete one e The resource will be assigned by MCIS County Requesters will be able to view the resource assigned to the ticket after initial entry Created 4 23 2014 4 11 00 PM Last Saved 6 25 2014 2 06 00 PM Page 1 of 8 T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual Creating a Ticket doc A a Minnesota Counties Information Systems 413 SE 7th Avenue Grand Rapids MN 55744 a Phone 218 326 0381 arf Express Desk Help Desk Tickets County New Request Page mE Home New Request My Requests Find by Category Request Lookup My Profle Log Out i New Request HELP Add Request Cancel Basic Request HELP Description Status ENTERED Requester Priority Type Date Needed Fa Area or System e Er Department ey County ooo Details Dpt Menu Opt Desc Question or Problem On Monday April 14 2014 at 09 58 53 CRM
8. nged Priority Counties can enter but not modify e 1 Critical This is system outage or major program issue The task needs immediate resolution There is no workaround 2 High This is a question problem that prevents you from moving forward but can wait to be resolved within a day There may be a workaround 3 Low This is a question problem that does not prevent you from doing a task or the task itself is not of urgency for today could wait until tomorrow if needed Type Global list for all projects Defaults to PRBRPT problem report Most options do not apply to Help Tickets PRBRPT and QUESTION would be likely selections e Conversn Conversation e Document e nternal e Legman Legislative Mandate e Prjreq Project Request e Supreg e Testplan e Userregq User Requirements Date Needed Defaults to all zeroes Can be changed at ticket entry time Useful information for the resource Area or System Display the following list by clicking on the eye glass icon next to the field Single click your selection from this screen You can also enter one of the following values directly into the field Created 4 23 2014 4 11 00 PM Last Saved 6 25 2014 2 06 00 PM Page 3 of 8 T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual Creating a Ticket doc 413 SE 7th Avenue Grand Rapids MN 55744 a Phone 218 326 0381 without having to display this screen N
9. ote upper and lower case matters so be sure to type the selection exactly as displayed A a Minnesota Counties Information Systems Description IFS System Payroll System Tax System MCIS related iSeries or Tech Question 4 items found displaying 1 to 4 Department Display the following list by clicking on the eye glass icon next to the field Single click your selection from this screen You can also enter one of the following values directly into the field without having to display this screen Note upper and lower case matters so be sure to type the selection exactly as displayed Select Department Value ALL Description All departments Assessor Auditor Human Services Department Management Information Systems Not applicable Payroll Personnel Recorder Treasurer Zoning 11 items found displaying 1 to 11 EXPRESSDESK for iSeries v100 2010 UNICOM Systems Inc County Display the following list by clicking on the eye glass icon next to the field Single click your selection from this screen You can also enter one of the following values directly into the field without having to display this screen Created 4 23 2014 4 11 00 PM Last Saved 6 25 2014 2 06 00 PM T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual Creating a Ticket doc W Minnesota Counties Information Systems Be 413 SE 7th Avenue Grand Rapids MN 55744 Phone 218 326 0381
10. sk Tickets category This will show you all tickets that have been entered by anyone 3 Ifyou know your ticket number you can select the Request Lookup tab and then project HELP into the first box and the 4 character ticket number into the second task box 4 D 192 168 20 200 10021 xdesk subcategories do categoryID 29 Home New Request My Requests Find by Category Request Lookup My Profile Change Password Log Out Locked Requests Find by Category Help All Help Desk Tickets gt All Open Tickets Subcategories Requests Search Request Description Status Resource Resource Name Reque HELPO02S Help Cheryl ar Carlton install the latest version of WAS INPROCES ALE Andy Eickstadt JJSOO EY HELP003K Statement of Remittance Taconite Credit not balancing INPROCES JARO11 Jade Richtsmeier MN694 E HELP0030 PL settlement not correct unused PL credit appears to be the problem INPROCES SKKOOS Sue Kern MN114 HELPO03S Levy status not matching stmt of remittance for school rpt OVERDUE SKKOOS Sue Kern MN18A4 HELPOOS2 TIF ist half Calc payment settlement has inflated Excess TIF ENTERED WEJ008 Warren Jewett MN18A4 EXPRESSDESK foriSefies v100 2010 UNICOM Systems Inc To view a ticket click on the ticket number This will display the ticket in view mode Created 4 23 2014 4 11 00 PM Last Saved 6 25 2014 2 06 00 PM Page 7 of 8 T Stf Documentation TurnOver Docs Express Desk low User Docs Express Desk User Manual
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