User Guide
Contents
1. User Guide Using HGfL s Self Service Helpdesk 25 08 2011 HGfL ITBM LANDesk Matthew Dyke V1 www hgfl co uk Objective To be able to log and update Your Incidents jobs Target Audience All Staff in Schools and Outstations User Guide Compatible with Firefox Chrome and Safari Step 1 Login to HGfL s Self Service Helpdesk 1 Login at http selfservice hgfl org uk using the username and password provided aj o ola gt http selfservice ngfl org uk WebAccess ss Logon Logon rails EE 2 Once logged in you will be presented with our shared welcome screen ofon a b gt http selfservice hgfl org uk WebAccess ss Dashboard OpenHomeDashboard rails id 44ccO06af 1b9d 4dc9 bb76 e7e4 amp ICT Self Service peneste Welcome to ICT Self Service Please click on a link to the left to continue For assistance please call the Service Desk on xt 6556 01895 556 556 We will be spending time with users over the coming weeks finding out what facilities and content you want to see and working to provide them If you have any suggestions please contact the ICT Service Desk on xt 6556 01895 556 556 or e mail ictservicedesk hillingdon gov uk ICT asks How are we doing Following the restructure and unification of IT Services we are trying to gauge how well we are supporting staff in the Council We are asking staff to feedback to us with regards to the ICT systems that we manag2. Service HGfL Test Directorate HGFL gt Add Note PC Asset N A Department Hillingdon Grid for Learning mber Location Phone Details Self Service Summary Self Service Test Call Summary Description self service test Call Description Read Only Priority Created 6 June 2011 v 16 57 17 Updated 7 June 2011 v 12 38 04 Notes Serial Number a Summary Description Category Author 1 Added note by Analyst Details of note added Contacted user Matt Dyke 4 Byclicking on the Notes tab this will show you all the notes added to the call They are numbered and listed in order Clicking on the relevant line will open the note to allow you to see the time stamp You can read the note from the first pane af bes 05 00 0 ee ere gt gt gt http selfservice hgfl org uk WebAccess ss object open rails class name IncidentManagement Note amp key 8c30e256 0ffe ICT Self Service Gar Googie You are logged on as SserviceHGfL test Summary Added note by Analyst Details Details of note added Created 7 June 2011 When viewing Your Current Calls you can minimise maximise the dashboard components by clicking on the double arrows on the right of the page ICT Self Service N Home A You are logged Stas SserviceHGfltest Your current calls Your Breached Incidents RefNo Logged On Last Updated Summary 135689 20 07 2011 15 31 37 21 07 2011 11 25 08 P
3. M4 10f1 gt Your Closed Incidents past 120 days a RefNo Logged On Summary Status Lifecycle Last Updated 131491 21 06 2011 10 56 35 MyST Incident Resolved ICT Incident 28 06 2011 09 37 08 131358 20 06 2011 13 13 08 MyST Incident Resolved ICT Incident 27 06 2011 15 59 56 130642 14 06 2011 13 07 04 MyST Incident Resolved ICT Incident 27 06 2011 15 40 55 130605 14 06 2011 11 03 20 MyST Incident Resolved ICT Incident 14 06 2011 12 33 13 130497 13 06 2011 15 38 25 MyST Incident Resolved ICT Incident 14 06 2011 11 51 30 130386 13 06 2011 11 11 26 MyST Incident Resolved ICT Incident 14 06 2011 14 42 51 M4 40f1 gt gt i Your Incidents in Pending a Ref No a LoggedOn Summary JobType 2 When clicking on Your Groups Calls Head Teachers and Nominated Contacts Only you will see All Incidents that have been logged for your School Site The window is broken into 2 sections Open calls and Closed calls It records 25 calls per page and you click through the pages in the bottom left j EE T T SRN Jevne em A LAN L esk gt e vice a grc p cay 900 l po mes 5 BIEN Oe re ra gt gt gt http selfservice hafl org uk WebAccess ss Dashboard Open rails id c226e6 8b3c 4e05 8175 f10c17c1072a ICT Self Service Search Q You are logged on as dsadeh hillingdongrid org gt f Home Gs A eT ETE p Current Establishment Calls open RefN
4. Process2 NewProcess2 4 The search field has been disabled for the present time This is because work need to be carried out to make sure that the search only returns information for your schools ASA tee SS See Lb http selfservice hgfl org uk Is class_name Inc ervice Incident 129993 If you have issues with these instruction please call the HGfL Helpdesk on 01895 675 946 or Ext 6000 if you are on IPT 11
5. e and the service that we provide by please sparing a few minutes to complete this brief survey fhorizon hilli gov uk index jsp articleid 23064 Service Announcements ICT Service Announcements are now displayed in our Noticeboard click the Noticeboard link to the left to access 3 On the left are links to Home Notice board Your Current Calls Your Group Calls for Head Teachers and Nominated Contacts and Log a Fault job ICT Self Service 4 On the right is the current logged on user Log Off Preferences and Help Within Preferences there is the option to change your password You are logged on as SserviceHGfL test 5 The Notice board is where you can get up to the minute information about issues within the Grid including issues that may affect more than one site LANDEsk self service 2board s Dashboard Open rails id ObaecS bc e2cb 4975 b05e 7ea88f344alb Qy Google ICT Self Service da Home ert Welcome 7 Your current calls This page contains information on all Service Announcements Please click on a Noticeboard Item to see more detail Noticeboard Items _ This is a Test Notice Board Item fi This is a Test Notice Board Item This is a Test Notice Board Item 20 06 2011 17 03 08 GMT Daylight Time GMT 01 00 M4 40f1 gt gt i Step 2 Logging a New Incident Job 1 On the left of the Welcome screen click on Log a faul
6. nter a description of the note into the Summary Field Then fill in the Details field to add the extra information To finish click on Save and Close eer ee eee T TE E l 7 ANDes 3 gt oo fl fn gt gt gt http selfservice hgfl org uk WebaAccess ss object invokeFunction rails class_n me IncidentManagement Incident amp key d0 ICT Self Service You re logged on a SearveGn tet ervic New Ni Created 7 June 2011 By Self Service HGfL Test To add an attachment click on Add Attachment under Actions on the left In Summary field enter a description of the file being added into the Summary field and then click on Choose File and browse to the file you wish to attach Click Save and Close If you need to add another file just click Add Attachment again eoo LANDesk Self Service New Attachment for gt gt http selfservice hgfl org uk WebAccess ss object invokeFunction rails class_name IncidentManagement Incident amp key d0 ICT Self Service You are logged on as SsorvceHGTL tes New Attachment ar Attachment no file selected Attachments must be less than 4MB in size Modification Details Created 7 June 2011 v 12 32 24 By Self Service HGfL Test Updated 7 June 2011 v 12 32 24 By Self Service HGfL Test Note By Selecting Save Stay on Screen when adding a note or attachment allow you to review what you have added At the bottom of all Incidents Notes Attachmen
7. o Summary User Establishment Date Logged Last Updated 130411 MyST Incident Debra SagekrtMinet Nursery and Infant School 13 06 2011 11 51 36 28 06 2011 11 22 36 4 Log a fault ee of 1 bl Current Establishment Calls closed a RefNo Summary User Estdh Date Logged _ Last Updated 130642 MyST Incident Debra SadehMinet Nursery and Infant School 14 06 2011 13 07 04 27 06 2011 15 40 55 131358 MyST Incident Debra Sag h Minet Nursery and Infant School 20 06 2011 13 13 08 27 06 2011 15 59 56 131491 MyST Incident Debra Zadeh Minet Nursery and Infant School 21 06 2011 10 56 35 28 06 2011 09 37 08 130605 MyST Incident Debfa Sadeh Minet Nursery and Infant School 14 06 2011 11 03 20 14 06 2011 12 33 13 130497 MyST Incident Zebra Sadeh Minet Nursery and Infant School 13 06 2011 15 38 25 14 06 2011 11 51 30 130386 MyST Incide ft Debra Sadeh Minet Nursery and Infant School 13 06 2011 11 11 26 14 06 2011 14 42 51 M4 40f1 gt gt 3 When an analyst has updated an Incident you will see a new section added to the Incident at the bottom of the call This part of the call will have multiple tabs for items such as Notes Attachments In the example below you can see that a note has been added nt 129660 icide ame IncidentManagement incident amp key d0e423c4 ec Q7 Google You are logged on as SserviceHGfi test i A Incident 129660 A Your Details Add Attachment Name Self
8. present you with your logged Incident Number Please use this reference number in all correspondence rer ug s A 4 1 RA l i T Ie LAT DOR DEN I VILE INILIGETE TOUGGEL ee nee re eee w V Bete me Areir e a ar Pra _ Fi FN ra p gt http selfservice hafl org uk WebAccess ss Object DisplayConfirmation rails class_title ICT Self Service A Incident logged Incident Reference Number 129784 was logged Continue a By selecting Save Stay on Screen this will keep the Incident on screen and allow you to either add an attachment s or add a note with further information vice Incident 129660 P gt JJ SK DEN DEI V erik 4 v alj fit on Oo b b gt http s service hgfl org uk WebAccess ss object open rails class name IncidentManagement Incident amp key d0e423c4 ICT Self Service 70 N Incident 129660 Are er Name Self Service HGfL Test Directorate HGFL gt o PC Asset N A Department Hillingdon Grid for Learning Number Location Phone Details Self Service Summary Self Service Test Call Summary Description self service test Call Description Read Only Priority Created 6 June 2011 16 57 17 By Matt Dyke Updated 6 June 2011 16 57 59 By Matt Dyke aaa If you need to update an Incident with further information you can do this by clicking on Add Note In the Category field select the Further Information and then e
9. roblem with accessing Horizon n 4 10f1 gt gt I Your Open Incidents past 120 days R Ref No Logged On Summary Job Type 135689 20 07 2011 15 31 37 Problem with accessing Horizon ICT Incident HH 4 10f1 gt gt Appendix Error Messages The lists of error pages below are System Permission Messages 1 You will see the following message if the Incident is being reviewing by a member of HGfL s staff you will be presented with the following screen ene LANDesk Self Service Incider gt o F fal gt gt gt http selfservice hgfl org uk WebAccess ss object open rails class_nam ICT Self Service Search A Incident 130411 or User Matt Dyke also has Incident 130411 open You may not be able to perform certain actions a Actions amp Your Details 2 Email notifications which are sent from the system when an incident is logged are not at present suitable for use with schools as it is a shared system with the Council However there is information that is relevant to you which are the reference number and the summary Original message Subject ICT Incident 130605 recorded by ICT Service Desk From LANDeskITBM DoNotReply hillingdon gov uk lt LANDeskITBM DoNotReply hillingdon gov uk gt To lt dsadeh hillingdongrid org gt Date Tuesday 14 06 2011 11 09 AM Dear colleague The ICT Service Desk has recorded an ICT Incident for you and your reference number is The summary of thi
10. s ICT Incident is MyST Incident You can view the status of your Incident or send updates via ICT Self Service by clicking here lt http Ibh landesk web selfservice ss object open rails class name IncidentManagement Incident amp key 7 6279c02 ab2a 4fbc 932c aead4d692137 gt or go to Horizon Tools ICT Self Service Should you have any queries please contact us on 01895 556 556 ext 6556 or click here lt mailto ictservicedesk hillingdon gov uk subject Update 130605 gt to respond to this e mail 10 3 Self Service has an inactivity timeout of 20 minutes If the timeout occurs while you are in the middle of viewing an Incident and you come back and click on any button you will be automatically taken to the log on screen The error below happens when you login By clicking on continue you will be taken back to the login screen again but this time when you login it will take you to the welcome screen 000 LANDesk Self Service Error La Le 00 00 LO kt gt gt gt http selfservice hgfl org uk WebAccess ss object create rails ciass name IncidentManagement Incident amp lifecycle name amp Qr Google OD HEH LANDesk Community Apple Google Maps Apple Certifications Smart Survey Login Spoof Check Print GmailThis ICT Self Service Search You are logged on as SserviceHGf test Q N Error There has been an unexpected error Click Continue to return to the previous page f Invalid lifecycle New
11. t You will be presented with a Log a Fault screen where you select the Incident you want to log dr ds 00 0 gt http selfservice hgfl org uk WeBAccess s5 Dashboard Open rails id 8388205f ff16 4c47 8fc2 074c7604496e ICT Self Service Search A You are logged AE EET A N Home Log a fault Welcome R Welcome to the first versigh of ICT Self Service for HGfL establishments We will spend the upcopfing weeks and months working with you to determine the content of these pages Log an Incident gt General Incident gt MyST Service Incident gt Core Service Incident gt IPT Incident gt SIMS Incident 2 On the next page form ignore the Your Details section and overwrite the text in the Description field with the fault issue summary The other field are automatically filled in by the system When you have completed the filling in the form either click Save and Close or Save stay on Screen 000 LANDesk Self Service New Incident NE g kal l m 0 5 OD HH LANDesk Community Apple Google Maps Apple Certifications Smart Survey Login Spoof Check Print GmailThis Summary General Incident Description Please enter details of your fault here Priority z Created 7 June 2011 v 11 58 49 By Self Service HGfL Test Updated 7 June 2011 11 58 49 By Self Service HGfL Test 3 By Selecting Save and Close the next screen will
12. ts etc you can see when they were created date time and who by All salmon pink fields are mandatory Step 3 Managing your Calls or Group Calls 1 Click Your Current Calls and you will be presented with the screen below As you can see in the screen shot that Your Current Calls link shows you your Open Incidents that are currently active These are broken into 3 sections You also see your Closed Incidents a Your Breached Incidents Calls that have time triggers that have expired b Your Open Incidents Calls that are being worked on c Your Closed Incidents Calls that have been resolved in the last 4 months d Your Incidents in Pending Calls that have been placed on hold This could be due to third party involvement or work being scheduled for a date in the future AND V sk Self avl fo r r Il LANUESK self service four current Calls BIEN 0 o0 ol gt gt gt http selfservice hgfl org uk WebAccess ss Dashboard Open rails id a048d5e4 72fd 4e70 92c5 1d82d118d943 You are logged on as dsadeh hillingdongrid org ICT Self Service AaHome KPT mf Noticeboard Your Breached Incidents Cc r Th i s e Ref No Logged On Last Updated Summary 7 Your group calls 130411 13 06 2011 11 51 36 28 06 2011 11 22 36 MyST Incident HKH 4 10f1 b Your Open Incidents past 120 days a 130411 13 06 2011 11 51 36 MyST Incident ICT Incident
Download Pdf Manuals
Related Search