ITDirect™ User Manual Technician
Contents
1. Area Auditorium Low 101 Stage monitor in sound booth isn t working Action Taken P _ PrintThis T ne _ j Make a Note j lt Across the top of the page there are four tabs reading Home New Incident Calendar and My Settings Each of these tabs will be discussed in detail further on but for now let s take a look at the Home page It contains the following sections 1 LOGIN HERES you are logged in you should see your name here If you do not see your name click the word here to log in correctly 2 Quick Launch This section provides six commonly used links for technicians in ITDirect They are the ITDirect User Forum a discussion board where you can submit questions and or problems you encounter while using ITDirect You can also read questions others have posted New Incident Labor Hours Purchase Transactions Inventory Issue and SchoolDude com site We ll discuss these in detail a little further along in the manual 3 LUAS A STEA AALL The graph that will eventually show in this section shows the number of incidents by status that have been assigned to you To filter the graph by period or work queue select the desired period or queue from the drop down boxes given If you change any graph options click the Refresh button to refresh the graph 4 BALAS This section will show the queries you have entered into the system You can also add a new query by clicking the New Q2. Your changes have been made n OD om SAYS If you don t see the change immediately for instance if you changed the spelling of your name and the spelling hasn t changed under the Login Here section don t worry Next time you log in you ll see that the change has been made III Entering Editing Incidents ITDirect in Action As a Technician you will only see incidents routed to you in the SS EDS ET and Eta Se eS Es section of the Home page You also have the ability to create incidents of your own To understand what is involved with creating your own incidents as well as how to edit the incidents that are routed to you we ll take a look at the incident form itself and the fields it contains To see the form click the New Incident tab at the top of your Home page The page you re taken to will look like this I omecr SEARCH KNOWLEDGE BASE Home y New Incident F Calendar F My Settings Search for II Advanced Search Help New Incident Request To submit your request complete the following form M Indicates required information Step 1 Location 7 Sloan Elementary School w Building No Building Available w Area Number Select Area vo Asset Inventory Select Asset Inventory v Step2 Select Problem Type 7 Technology Help Desk Click here for Technology Emergency Contacts Click on the problem type below that best describes your issue
3. Select Problem Type vw Technology Emergency E Check here if this is an emergency or call any of the emergency contacts below Contact Name Contact Phone No contacts listed Step 3 please describe your problem or request Step 4 Requested Completion Date DIE Step 5 Questionnaire No Questionnaire for selected Problem Type Step 6 Please provide contact information for follow up questions and notifications Requested By 7 Dude Alfred v Select OTHER if requester not in list and type their name in field below First Name Last Name V Email 7 adudeogeewi com Phone Pager Cellular Phone 919 555 5555 Step 7 Action Taken Action taken communicates your action reason to those involved with this work request It is optional Step 8 Attachment Attach New File Maximum allowed is two attachments with a size of 3MB or less per file Step 9 Will you perform this work Oves no Step 10 To get started making a new incident request of your own follow the steps below keeping in mind that Ml indicates a required field Step 1 7 Select your Location Building Area and Asset Inventory from the drop down boxes provided If available include the Area Number Step 2 W Select the Problem Type from the given drop down box Problem types are a way to categorize incidents Also indicate if this is a Technology Emergency by clicking the check box provided
4. View shortcut at the top of the page or e Clicking on the number of the date on the monthly calendar The Day View shortcut automatically defaults to today s date It shows you what s going on one day at atime You will see who the incident was assigned to if applicable the Work Queue the Incident ID number the Incident Description the Location Name and the Estimated Hours if applicable Home C New Incident Calendar y My Settings Search for SEARCH KNOWLEDGE BASE Advanced Search Help ce Calendar Shortcuts Month View Day View Organization Assignment lt a Get Weather Event Calendar Report Filtering View incidents starting by location 0 1 ZE4EGTSESPABE DEF GHIPTKLAAOP ORS TU V WX YS ALL Incidents for Friday 8 17 2007 4 August 2007 gt TIETE E FS 1 1 of total 1 listed Previous 10 ext 10 79 3033 3 2 2 amp z 5S 7 E 2 28 22 Assigned To Alfred Dude 12 13 14 15 16 17 18 Work Queue 19 20 21 22 23 24 25 J 26 27 28 29 30 31 1 Incident ID 126 Incident CD Drive won t open Description Location Name Sloan Elementary School Estimated Hours Print This Click here to talk to an Online Home New Incident Calendar My Settings x B Operator NOW Powered by Conditions of Use Privacy Policy Security Statement EE gt You can navigate from one day to the next using the small calendar on the right hand side of the screen Simply click the number of the day you wish to
5. a time It s the view that shows automatically when you open up the Calendar page in other words the page you re looking at now The month you re in currently will display with arrows in the bottom left and right hand corners that you can click on to navigate to the Previous Month or Next Month Just below the Calendar Shortcuts on the left hand side you will see two drop down boxes one for the month and the other for the year which serve as another kind of shortcut allowing you to navigate the large calendar from one month to the next without clicking multiple times on the Previous Month and Next Month buttons On the Month View each day shows in the traditional squares of a calendar which contain any open incidents or actually their ID numbers Open incidents are those not in the Complete Closed Void or Duplicate status Incident numbers will be displayed on the calendar as red links and appear on the day of that incident s Target Start Date If you click on an incident s ID number it will take you to the form for that incident You can also choose which incidents you d like to see using the drop down boxes near the upper right hand corner of the calendar Select the assigned to user the work queue and what kind of work you d like to see displayed outstanding or completed closed Then hit the Refresh Calendar button 19 The Day View page can be reached in two ways e Clicking on the Day
6. Low Action Taken lves mark in progress lves mark complete Today s Labor Hours Save New Request Medium Action Taken lves mark in progress ves mark complete Today s Labor Hours Save New Request e Toapprove or decline an incident request without ever leaving the Home page simply scroll down the list of requests in the Assigned Incidents section and address one at a time Describe any actions being taken in the Action Taken box provided and click the Approve or Declined button provided See below n High School There s an incident Email Aff pr Supervisor __ Make a Note Print This ent Age 4 in days jned to Alfred Dude act Howard Dude e 919 555 1647 Pager Low Action Taken lves mark complete Today s Labor Hours 10 To process a request listed in the Assigned Incidents section from that request s incident form click on that request s IT incident ID number shown in red near the top left hand corner of each request Continue with the following steps After clicking on the IT incident ID number you will be taken to the full form for that incident which contains all information given about what needs work where and when Start by selecting the status of this incident based on what you re going to do with it If you click on the Status drop down box you can make your selection from the list that will appear You can then scroll d
7. S WORK CENTER Hello Alfred Dude Pe o l we ello Alirea Dude Action Taken is saved when Mark In Progress button or Mark Complete button is clicked If you are not Alfred Dude Meter Reading is saved when Mark In Progress button or Mark Complete button is clicked Sort by Status v Ascending Descending please click here 1 3 of total 3 listed User Forum pe a Sloan High School abor Hours 116 There s an incident Purchase Transactions Inventory Issue 1 Email SchoolDude com site Print Thiet Supervisor Incident Age 4 in caye Assigned to Alfred Dud Contact Howard Dude Phone 919 555 1647 Pager Sloan High School Area Auditorium A Email Print This ad Supervicer Incident Age 10 in days Assigned to Alfred Dude Contact Tammy Dude Phone 919 555 6497 Pager 101 Stage monitor in sound booth isn t working Sloan ae School Area 2n 126 CD Drive wont open Email 5 Print This Rca Supervisor Incident Age A AG daya Assigned to Contact bo AF ia Phone 919 555 5555 Pager Kf A Make a Note Kf A Make a Note AS Fi Make a Note CALENDAR 8 17 2007 WORK Friday Get Today s Weather TOTAL ASSIGNED WORK 3 A Information amp Analysis _ Low Favorite Web Sites Action Taken Asset Inventories Incidents Queries Lo Saved Actions ves mark complete Today s Labor Hours Favorite Web Sites Save Add New Deferred
8. Sc ce Hee ae E WES 8 9 10111213146 7 8 9 1011123 456789 15 16 17 18 19 20 21 13 14 15 16 17 18 19 10 11 12 13 14 15 16 22 23 24 25 26 27 28 20 21 22 23 24 25 26 17 18 19 20 21 22 23 29 30 27 28 29 30 31 24 25 26 27 28 29 30 July August September SMTWTFSSMTWTFSSMTWTFS TESS 1 Da 1 8 9 10111213145 6 7 8 9 10112345678 15 16 17 18 19 20 21 12 13 1415 16BREEo 101112131415 22 23 24 25 26 27 28 19 20 21 22 23 24 25 16 17 18 19 20 21 22 29 30 31 26 27 28 29 30 31 23 24 25 26 27 28 29 30 October November December 6 WI E SIS 6 tw ESIS MI WI ES I2 A a 8 ob e T 7 8 9 1011121344 56789 102 345678 14 15 16 17 18 19 20 11 12 13 14 15 16 17 9 101112131415 21 22 23 24 25 26 27 18 19 20 21 22 23 24 16 17 18 19 20 21 22 28 29 30 31 25 26 27 28 29 30 23 24 25 26 27 28 29 30 31 Month View Day View Event Calendar Location Select Location v 2007 4 gt Sloan County Schools Organization Event Calendar BSIshow Only Shared Events 1 7 of total 7 listed Begin End a Date Date Event Title 10 10 2005 10 14 2005 Fall Break Date Created 8 18 2005 9 05 27 AM 9 8 2005 10 19 01 AM 11 28 2005 11 28 2005 Teacher Work Day 11 16 2005 November Christmas Break 11 15 2005 11 15 2005 Matt s Birthday 12 19 2005 1 6 2006 9 6 2005 2 33 56 PM 9 6 2005 2 50 43 PM 9 6 2005 2 35 47 PM 3 28 2006 3 28 2006 Test Event 2 4 17 2006 4 21 2006 Spring Break 8 17 2007 8 18 2007 Work Day 8 9 2007 ES Home New I
9. Step 3 M Describe the problem or incident request in the box provided Step 4 Choose the Requested Completion Date for this incident by entering it in the field provided or selecting it from the calendar by clicking on the small calendar icon given here Step 5 Questionnaires are lists of questions created by the account administrator that they want requesters to be able to say yes or no to in order to better understand the kind of problem they re having when they submit an incident request You can answer the questionnaire questions here or skip this step if there are none given for the problem type you selected Step 6 W Please give your requester Contact Information here by selecting your name or the requester s name from the drop down box provided Once the name is selected the remaining contact information will automatically fill in below If the name isn t in the drop down box select Other and fill in the name email and contact numbers in the spaces given Step 7 Action Taken this is where you can enter in any action that you know has been taken to correct a particular incident Step 8 Ifyou have any attachments you can include them here Step 9 If you will be performing the work for this incident click the button next to the word Yes If not click the No button Step 10 Once you re finished entering all the information you want to include for this incident click the Submit button at
10. com Howard Dude HDude geewiz com Howard Dude HDude geewiz com Howard Dude HDude geewiz com Howard Dude HDude geewiz com Jill Dude illdiudemMmarewi7 cam Estimates oo Hours Costs Date of Completion 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 22 The Get Weather shortcut as with the weather icon on the main monthly calendar and the Home page serves as a link to connect you with AccuWeather com where you can check current weather conditions in your area or the area where work orders are being done You can also check the forecast with a range up to fifteen days e Simply click on the Get Weather shortcut near the top of the page and a separate browser page will pop up displaying AccuWeather com Local Weather Forecazi Fipcode or City State e Enter your Zip Code or City State into the box shown above and click Go 23
11. endar My Settings Opera Powered by ii Conditions of Use Privacy Policy Security Statement En e This is where all your queries will be listed once you add them To add a new query click the Add New Query link in the top and bottom corners of this list 1 You ll be taken to the following page New nchient search tor O 2 SEARCH KNOWLEDGE BASE To onom teeta Bee E Query Shortcuts EL New Query MEM Gone Permission E Hy urrira New Query Query Mama Avaliahho Columns Operand Wahie pente deers Where Clause Kates ve TODAY ran ba sali fad ohare today s dapa in nee mAsa tha query n mumrumaa bj Date Created eTA ae Can Lo Acton Taken Low D actual Comp Date i 1 E m Ci Actual Cast i actual Hours Catz o ara s MER a Area Number E n pe TR o Asset ltem ha zi 1 LI Asset Tag N w ae oO assigned to 7 To Oo Budget Code ZI a 0 Building al 1 oO Clasaiticatio IF a Conhrm m x Hours min al O e Enter your Query Name Enter your filter options by selecting Available Columns Operand and Value from the drop down boxes If you d like to view the values available for that field click the Show Values button You can use the AND and OR buttons to link more items to the where clause The default is set to AND Click the Insert button to enter y
12. ie DIRECT Direct User Manual Technician Version 2 0 SchoolDude com Inc SchoolDude Support Phone 1 877 883 8337 Email support schooldude com Table of Contents AEE RREO A pe atat i id ltd L Melcameto the Home Page Now What a a datat l MN OCO DPTR RR E EN EE A E E et eee rere E 4 E Eae E ne E ec a i raran eaae di ia 6 IV Viewing and Executing Incident Requests n insine ninti im 10 VN VK organe sai Bo oa tu ai a at sto i ad a ta ice 12 VI SC ai TOE S ast aa e RNE E E E E ai 15 VII The Calendar nn e e e a a a a ca ea ca aaa ee 18 Technician Guidelines I Welcome to the Home Page Now What A quick overview of what s on the Home page A technician will only see incidents assigned to themselves on their Home page They will however be able to search for any incidents via the search or advanced search A technician will also have limited editing capabilities for an incident but will be able to add their own labor hours and complete their incidents Once you ve logged in with your user name and password you re taken directly to your Home page It should look something like this depending on whether or not any incidents have already been assigned to you Home y New Incident LS Calendar F My Settings search tor HS SEARCH KNOWLEDGE BASE Advanced Search Help LOGIN HERE ASSIGNED INCIDENTS WORK CENTER Hello Alfred Dude CALENDAR Note Action Taken is saved when Mark In Prog
13. ion A Account Administrator ITDirect Participant Information Login Name ADude vI First Name Alfred M Last Name Dude v Email adudeegeewiz com 7 Receive email notifications Reports To Tammy Dude Note Reports to fields helps supervisors and administrators process and manage incident assignments Phone Number 919 555 5555 Fax Pager Pager Email Notify electronically by Pager Note Pager notifications for incident requester is not supported Unit must support text based electronic notifications You can test here DI Notify Pager Email only for Emergency Incidents Cellular Phone Cellular Email Notify electronically by Cellular Phone Note Cellular notifications for incident requester is not supported Unit must support text based electronic notifications You can test here i o Notify Cellular Email only for Emergency Incidents Change Password Old Password New Password Verify New Password Click here to talk Home New Incident Calendar My Settings to an Online K Operator NOW Powered by s Conditions of Use Privacy Policy Security Statement e Make any changes you wish to make and click Done If you don t want to change your password at this time you don t have to Your changes will be made anyway e When you click Done you will be taken back to your Home page
14. ncident Powered by OE Calendar Conditions of Use Privacy Policy Security Statement Click here to talk to an Online My Setti x f Operator NOW a 21 Assignment Report By clicking on the Assignment Report shortcut you can view and print a report of all incidents and their assignments the location description hours date of completion and costs The report will pop up in a separate box as an Adobe Acrobat document Incident Assignments Assigned To Incident ID Start Date Problem Type 105 8 9 2007 120 8 14 2007 102 8 9 2007 107 8 13 2007 108 8 13 2007 109 8 13 2007 114 8 13 2007 115 8 13 2007 117 AM 4 2007 Location Description Sloan Middle School Printer in class 302 not working East Sloan High School Something broke Fix it Sloan High School Sound system not working East Sloan High School Broken printer in classrooms 307 and 311 South Sloan High School Sound system not working correctly East Sloan High School Sound system upgrade Sloan Community College Incident 2 Sloan High School There s an incident East Sloan High School Incident examnla Area Area 3rd Floor Auditorium 3rd Floor Band Room Auditorium 1st Floor Sloan County Schools Requester Name Requester Email Phil Dude pdude geewiz com Jill Dude jilldude geewiz com Bob Dude bdude geewiz com Howard Dude HDude geewiz
15. nk to be taken to the following page R omecr SEARCH KNOWLEDGE BASE Home y New Incident y Calendar y My Settings Calendar Shortcuts Month View Day View Organization Assignment e Get Weather Event Calendar Report Select Month Year Assigned To August v 2007 Dude Alfred wal Work Queue Include All Work Queues show all outstanding work O Show completed closed work Refresh Calendar amp Print Assignments Incident Calendar for August 2007 Tip You can click on the day number to see more details on incident assignments The number in parenthesis are hour estimates Only open incidents appear closed completed declined void duplicate and forwarded are excluded Monday Tuesday Wednesday a T Saturday 1 7work Day 1 Swork Day oem Weather lt Previous Month Next Month gt Click here to talk to an Online Home New Incident Calendar My Settings Operator NOW Powered by DUDE s Conditions of Use Privacy Policy Security Statement At the top of your screen just above the words Incident Calendar for are the Calendar Shortcuts Month View Day View Organization Event Calendar Assignment Report and Get Weather In this section we ll cover each of these shortcuts in turn starting with the Month View 18 The Month View page shows you what s going on on a large easy to read calendar one month at
16. one at a time l Search 2 Advanced Search l Search This is the simplest search that you can perform You can search for incidents using the search text box located in the light blue bar near the top left hand side of every page See below Home New Incident 7 Calenda Search tor E lt gt In this box you can enter an incident number or a keyword and click Go to search for the incident or information you need For example if you wanted to find incident number 105 you would simply type 105 into the Search for box and click Go That would then pull up the form for that particular incident If there is more than one incident which references incident number 105 you would then see a listing of all matching incidents I5 2 Advanced Search Underneath the search field discussed above you will see a link that says Advanced Search Clicking on this link will take you to the Advanced Search Incident page which looks like this Ii eS DIRECT New Incident Calendar My Settings Advanced Search Help Advanced Search Shortcuts SEARCH KNOWLEDGE BASE Q Incident Search Q Asset Search Q Transaction Search QR Knowledge Base Search Filtering Saved Incident Searches Select a Saved Incident Search vw Advanced Search Incident Location Include All Locations Sloan Elementary School Work In Progress Complete Closed Incident Declined Par
17. our Where Clause Select the output fields you d like to use Click the box under Show if you want the field to display on your query You can select the order and row that it will display on by choosing from the drop down boxes Click Save Query or Run Query at the bottom of the page depending on what you d like to do To print the query result in a PDF file click the Print This icon near the bottom of the page To print the query to an Excel spreadsheet click the Print to Excel button 13 Query Name Where Clause 1 2 oftotal 2 listed Incident IDM Print This Powered by DHS Query Location Desc Darlene High School AND Priority Medium Incident DescM Incident Date Assigned toD My printer is not 1 13 2005 11 19 00 AM working My printer is not 1 14 2005 3 43 00 PM working Print to Excel Home Calendar New Incident Problem Types Reports Previous 10 Next 10 Priority D Medium Medium Services Account Setup Online Click he 14 VI Searching For Incidents Get The Information You Want When You Want It So you ve learned how to create process and approve new incidents The next step is to learn how to search for incidents that have been entered into the system That way you can find exactly what you need when you need it To get started let s take a look at the different types of searches that you can perform within ITDirect and then check them out
18. own and make any changes you wish to make or update any information you d like to include Required fields are marked with aM Be sure to include action taken and any notes or messages that would be helpful Click the Submit Approve or Reject button at the very bottom Once you click one of these buttons the page will refresh and the words Incident is Saved will appear in red at the top of the page ll V My Work Entering and Using Queries in ITDirect Queries are a way to customize a search on incidents and create custom list reports These lists can be viewed from the Home page in the My Work section or they may be printed in PDF or Excel form You give the criteria the fields to search for and select the output fields you want and then run the query You can save them as you go for repeated use e Get started by clicking the Queries link in the Information amp Analysis section of your Home page e You ll be taken to the My Queries page which looks like this Home New Incident F Calendar P My Settings Search for ico Advanced Search Help Query Shortcuts Gl New Query l Query Permission My Queries Legend Click to sort table by that column Filtering OI23I4567 BBABEDEFGOHIEIKLMNOPORSTUVWXYZ AD My Queries Add New Query 1 0 of total O listed Query Name Where Clausers Add New Query 1 his ES i Print This ax Print to Excel Click h to an Home New Incident Cal
19. reen shot of the Home page on the next page Home y New Incident P Calendar w My Settings Hello Alfred Dude If you are not Alfred Dude please click here Quick Launch User Forum New Incident Labor Hours Purchase Transactions Inventory Issue SchoolDude com site Powered by Search for anced earch Help LOGIN HERE ASSIGNED INCIDENTS WORK CENTER Note Action Taken is saved when Mark In Progress button or Mark Complete button is clicked Meter Reading is saved when Mark In Progress button or Mark Complete button is clicked Sort by Ascending Descending 1 3 of total 3 listed a b Sloan High School 116 There s an incident E 5 Print This eee 4 Make a Note i Supervisor Incident Age 4 in days Assigned to Alfred Dude Contact Howard Dude Phone 919 555 1647 Pager Sloan High School Area Auditorium 101 Stage monitor in sound booth isn t working _ PrintThis a Bc fake a Note Incident Age 10 in days Assigned to Alfred Dude Contact Tammy Dude Phone 919 555 6497 Pager Sloan Elementary School Area 2nd Floor 126 CD Drive won t open _ PrintThis Incident Age 0 in days Assigned to Alfred Dude Contact Alfred Dude Phone 919 555 5555 Pager ew e E a Note 1 3 of total 3 listed i y z My Work te DIRECT SEARCH KNOWLEDGE BASE Low Action Taken ClYes mark complete Today s Labor Hours Ex Deferred Lo
20. ress button or Mark Complete button is clicked If you are not Alfred Dude Meter Reading is saved when Mark In Progress button or Mark Complete button is clicked please click here Sort by Status ne Ascending Descending SE NN E 1 2 of total 2 listed Quick Launch 8 17 2007 WORK Friday Get Today s Weather TOTAL ASSIGNED WORK 2 User oii New Incident i Sloan High School Labor Hours 116 There s an incident Incident Age 10 in days Assigned to Alfred Dude Contact Tammy Dude Phone 919 555 6497 Pager 1 2 of total 2 listed My Work New Query INCIDENTS BY STATUS Period Aj x Work In Process Work Queue Al Work Queues Y Incident Totals 1 New Request 1 Deferred E New Request E Deferred Counts are based on Status Date for each selected period This reflects the actual date of the last status change lves mark in progress C Yes mark complete Today s Labor Hours o New Request Information amp Analysis Low i Purchase Transactions 3 x Favorite Web Sites Inventory Issue are __ Email he U ibi Action Taken Asset Inventories SchoolDude com site Neale Supervisor i ene Incidents Incident Age 4 in d Queries ei toe NF Ene Saved Actions Contact Howard Dude ClYes mark complete ne 919 555 ager j Today s Labor Hours Es Favorite Web Sites Save Add New Deferred Sloan High School
21. the bottom Once you click Submit you ll be taken to the following page which will show the Request ID number for your new request m mec New Incident Calendar y My Settings Search for HS Go SEARCH KNOWLEDGE BASE Advanced Search Help Submit New Incident Request Center Click turoeetam Z submited Requests to an Online O Work In Progress Requests Operator NOW 0 Completed Requests 1 800 218 0 Closed Requests 1778 Got a problem or just some questions Click here to talk toa Online Operator NOW Your New Request ID 126 Click here to talk to an Online Home New Incident Calendar My Settings x Operator NOW _Powered by tm UBS S Conditions of Use Privacy Policy Security Statement On this page you ll also see the Request Center This will show you the number of submitted requests work in progress requests completed requests and closed requests that you ve made If you go back to your Home page you ll see that now your new incident is showing in the Incidents By Status section and the Assigned Incidents section if it was assigned to you for completion along with a pie graph In this section of your Home page you ll see all incidents assigned to you listed by their status You can sort them using the Period and Work Queue drop down boxes at the top or you can click on a number next to a status to see a list of all the incidents with that particular status See the sc
22. tly below the link we just mentioned The email link looks like this WOW A blank email form will pop up already addressed and ready to use 10 The Quick Links are located at the very top of the page and provide you with a way to navigate quickly between SchoolDude products In other words if you would like to move from ITDirect for any reason to another product used by your facility all you have to do is click on the Quick Links drop down box choose the SchoolDude product you d like to visit and you ll be taken to that products Home page automatically Quick Links is located at the top of the Home page near the right hand corner and looks like this by ih A lt a Quick Links w LOG Ga To SCHOOLDUDE SAYS Macromedia Flash Player a free download is required to view graphs in ITDirect II My Settings Your Information in a Nutshell Before we get started with the nuts and bolts of the incident request process let s take a minute to check out the My Settings page which contains your information as entered by the Administrator during the account setup process Use this page to edit your information or to change your password Just click on the My Settings tab at the top of your page Your My Settings page should look something like this ie DIRECT New Incident Calendar Search for HS SEARCH KNOWLEDGE BASE Advanced Search Help Legend 7 Indicates required informat
23. ts on Order Duplicate Request Void Assigned To Blank IT Budget Annual budget for IT departme Library Fund Any monies allotted or dona Administrator Schooldude Dude Alfred a Dude Ben z Dude Emily Dude George Dude Henry Dude Howard PY Dude Jill ves Baseball Field High Baseball Field Middle Le Blank Emergency Low Medium High Scheduled Playground Refurbishment Closed Circuit TV Systems Data Repair Email Purpose Requested By Custom Category Blank Upgrade Administrator Schooldude Dude Alfred Dude Ben Dude Bob Dude Emily Dude Erin Dude Fred Dude George O GEO Incident ID Incident Date Incident Receipt Confirmed Select Custom Period v O Yes Do Jo Pg CIR WorkOrder ID Requested Completion Date pie Select Custom Period Mi dB to Loo A Description Target Start Date 16 On this page you may choose any combination of search options from the listings and fields provided Enter your options and click the Search Now button at the very bottom of the page a SCHOOLDUDE SAYS You can also click the Save and Search Now button once you ve entered all the desired search criteria What this does is save this particular advanced search so that it will be available for repeated use in the future Once you save an ad
24. uery link in this section 5 GEESE SEM This section will show a list of all incidents created by others and assigned to you for completion 6 Pani SIU A The Work Center provides a link to calendar as well as a link where you can get today s weather If you click the link for today s date s work you ll see the number incidents assigned to you for this particular day T T vasta Clicking on any of these links will allow you to access lists manage so lee view ieee and graphs on the selected information type We ll cover this section more in depth in a little later on 8 LEVON CAVA NEIGE You may list the links to your favorite or most commonly used websites on this page This list can be personalized for each user 9 Hel D Help links are available in the bottom right hand corner of your Home page as well as at the very bottom of the page just above our contact information Clicking on the Help link in the top right hand corner will take you to the ITDirect manual at any time If you need to communicate directly with SchoolDude Support however go to the two links in the bottom right hand corner of your Home page To connect directly with someone from SchoolDude Support via online chat click on the word here underlined and highlighted in red See below Click here to talk to an Online Operator NOWI Das a To write and send an email directly to SchoolDude Support simply click on the Email icon direc
25. vanced search you can go back to it by using the Saved Incident Searches drop down box at the top of the Advanced Search Incident page OR by clicking the Saved Actions link in the Information amp Analysis section of your Home page gt To print out the results list click on the Print This icon at the bottom of the results page To print out a single incident click on the printer icon next to the corresponding incident gt To view a specific incident click on the incident ID number or on the description If you would like to send an email to the requester click on the requester name to send an email via your email system your browser and email must be configured to use mail to links SCHOOLDUDE SAYS Narrow your Advanced Search criteria by choosing one of the shortcuts near the top of the screen based on what information you re looking for Incident Search Asset Search Transaction Search or Knowledge Base Search Advanced Search Shortcuts Incident Search Asset Search A Transaction Search q Knowledge Base Search Filtering Saved Incident Searches Select a Saved Incident Search Advanced Search Incident Location Assets Status Include All Locations ml el a 1 I 17 VII The Calendar See the Big Picture If you ll take a look at the Work Center section of your Home page you ll see that the first red link underneath it is the calendar Click on this li
26. view To move from one month to another use the left and right arrows next to the name of the month at the top of the small calendar see below 4 August 2007 5 MTW T FS 29 30 31 1 2 3 4 5 7 8 9 101i 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 26 29 30 31 1 gt To print a form for an incident click on the Print This button for the corresponding incident 20 The Organization Event Calendar page is where you can view events such as school breaks for locations organizations within your school or district They are stored on a yearly calendar on the left hand side of the screen and then listed in more detail on the right hand side You can reach the Organization Event Calendar by clicking on the shortcut at the top of the Calendar page The Organization Event Calendar page should look something like this Home L New Incident Calendar Search for GO Anvanceo Search Help My Settings Calendar Shortcuts I pimecr SEARCH KNOWLEDGE BASE Organization E Assignment lt a Get Weather Report All locations January February March SM TOW ET F SES MM TOW TE F SESMT TF S Dt cs eee Rr gt gt 7 8 9 101112134 5 6 7 8 9 104 56 7 8 9 10 141516171819 20 11 12 13 14 15 16 17 11 12 13 14 15 16 17 21 22 23 24 25 26 27 18 19 20 21 22 23 24 18 19 20 21 22 23 24 28 29 30 31 25 26 27 28 25 26 27 28 29 30 31 April May June Se TN SP ESENTE SSE TU WE 220 See
27. w Action Taken A lves mark in progress ClYes mark complete Today s Labor Hours New Request lves mark in progress lves mark complete Today s Labor Hours New Request New Query INCIDENTS BY STATUS Period all E Work Queue a l Work Queues Y Incident Totals 4 2 New Request 1 Deferred Work In Process E New Request E Deferred Counts are based on Status Date for each selected period This reflects the actual date of the last status change Home New Incident Calendar My Settings CALENDAR 8 17 2007 WORK Friday Get Today s Weather TOTAL ASSIGNED WORK 3 Information amp Analysis Favorite Web Sites Asset Inventories Incidents Queries Saved Actions Favorite Web Sites Add New q Pre xt 20 Click here to talk to an Online Operator NOW 4 IV Viewing and Executing Incident Requests Get the Wheels Turning As a Technician in ITDirect your main responsibility is the processing of incident requests assigned to you You ll take a look at each request as it comes in and then carry it out Don t worry it s a simple process The easiest and most straightforward way to see and handle your new assigned incident requests is through the Assigned Incidents section at the top of your Home page New Incident Calendar My Settings Search for Go SEARCH KNOWLEDGE BASE e LOGIN HERE ASSIGNED INCIDENT
Download Pdf Manuals
Related Search