Assist User Manual
Contents
1. Use this to add comments to the ticket Support staff will also add comments to tickets to update you with information History View the history of the ticket Print ticket Use this to print the ticket information General View and edit Subject and Description Building amp location View and edit building and location information Type amp Category Change the ticket type and category Attachments Add attachments to the ticket Withdrawing a ticket Tee If you have resolved the problem or entered it in error you can withdraw the ticket for that work To do this Locate the ticket or tickets you wish to withdraw Click in the checkbox to the left of the ticket or tickets you wish to withdraw Click on the Withdraw Ticket s button A Withdraw Ticket s window will display Enter the reason you are withdrawing the ticket You must enter at least 25 characters Click the OK button My Tickets will return as the active window The status of the ticket or tickets you withdrew will be Withdrawn Close ticket s SE Once the support staff member has completely fixed your problem they will close the ticket s When the ticket is closed the reason for the problem and the solution to the problem will be in the closed ticket information An email will be sent to you and the support staff member confirming the closed ticket Synergy A Please see the full user manual for Assist for more advanced directio2. Assist Me Assist User Manual About Assist Assist was designed specifically for K 12 school districts to provide a more efficient complete web based process for requesting tracking and fulfilling service inquiries from simply replacing a light bulb to trouble shooting an overhead projector Accessing Assist A To access Schoolwires Assist please open your web browser and go to the following web address http swapps etps schoolwires net Once There enter your username and password to Sign In schoolwires If you have any problems signing in please contact ewtechsup Mewingboe org Once you successfully Sign In please click on the Assist tab ae m Assist synergy schoolwires Assist Me Take a minute to look around to get familiar with the buttons and shortcuts Shortcuts may vary depending on account permissions er Go T c http swapps etps schoolwires net womjmytickets aspx PageID My Tickets v hea x Live Search ile Edit Vit Favorites Tools Help w k 5 Schoolwires Assist j A ii dh i Page PO O SB nem Assist Items Me ltems on left Tool Bar New ticket Select this button to start a new service request Find ticket Use the find button to locate tickets you have created My Tickets This will list all the tickets you have requested ltems on top Tool Bar Filter Tickets Use this button to filter your list of ti
3. ckets Withdraw tickets Select the ticket you would like to withdraw and select this button to withdraw your ticket Print Tickets This button will print any ticket you have selected Creating a new Ticket A Click on the New Ticket button at the top of the navigation pane A New Request window like the one shown below will display AII the fields in this window are required Ticket Type Category gt a Subcategory Creating a New Ticket nn eee Choose a ticket type from the Ticket Type combo box This will populate the Category combo box Choose a category from the Category combo box This will populate the Subcategory combo box Choose a subcategory from the Subcategory combo box Select Next Creating a New Ticket When creating a new ticket please make sure you select the right ticket for your location Some tickets will get assigned directly to a technician and other tickets will be assigned to a department Tickets with a label of EHS computer problem will be assigned directly to the technician at the High School New Request Be x Ticket Type Technology F l Category gt Computers amp Printers F Subcategory i gt 4 EHS Computer Problem EHS Printer Error Supplies EHS Sotware Problem Elementary Computer Problem Elementary Printer Error f Supplies Elementary Software Problem FWS Ryan Computer Problem FMS Ryan Printer Error Supp
4. lies FMR yan Software Problem Sue ama ter Problem T cancel Creating a New Ticket E Enter a subject for the request Be as clear and concise as possible Enter a description for the request Provide more information about your request here Click on the Next button TERT PA i GESI L Subject l Description Creating a New Ticket E The building and location that display by default are the ones associated with you in your user account _ New Request CS en Building Craig Middle School East Asset Asset Name If you wish to submit a ticket for a building other than the one in your account choose one from the Building combo box required This populates the Location combo box If you wish to submit a ticket for a location other than the one in your account choose one from the Location combo box required Please leave asset blank Click on the Finish button Creating a New Ticket nn Tee You have successfully created a ticket You will receive an email immediately concerning the ticket you just entered Support staff will receive emails also Depending on the subcategory you chose and how it is assigned the email will tell you one of the following three things The ticket you entered has been assigned to a queue The ticket you entered has been assigned to a technician The ticket you entered requires approval My Tickets After successfully c
5. ns If you have any problems or concerns with Synergy please contact ewtechsup ewingboe org
6. reating a ticket you will see the ticket s listed similar to the image below My Tickets Y Filter Tickets X Withdraw Ticket s E Print Ticket s o Ticket No Subject Date Requested Technician Status Age Oo Check software licenses 7 1 2009 3 59 38 PM Unassigned Withdrawn o Check software licenses 4 1 2009 3 59 38 PM Unassigned In Queue o Check software licenses 1 1 2009 3 59 38 PM Unassigned In Queue o Check software licenses 10 1 2008 3 59 38 PM Unassigned In Queue o Check software licenses 7 1 2008 3 59 38 PM Unassigned In Queue o Check software licenses 4 1 2008 3 59 38 PM Unassigned In Queue oO Check software licenses 1 1 2008 3 59 38 PM Unassigned In Queue o Check software licenses 10 1 2007 3 59 38 PM Unassigned In Queue To access the click menu for a ticket click on the subject of the ticket A ticket click menu like the one shown will display Select Edit Edit Tickets Tee There are several options in the edit ticket window My Tickets Edit Ticket E Comments D History Print Ticket General Building amp Location Type amp Category Attachments Need hard drive for student laptop Description D Epe check Need a larger hard drive for a student laptop Anything updated in the ticket will be automatically emailed to support staff If the support staff updated anything on the ticket it will also be automatically emailed to you Edit Ticket window EEE Comment
Download Pdf Manuals
Related Search