HDAccess Customer Guide - HDAccess: Web
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1. gt Help Desk Management je HELP DESK AUTHORITY 2 1 W HDACCESS HDAccess Customer Guide 05 2009 2 HDAccess User s Manual 2009 ScriptLogic Corporation All rights reserved HDAccess and Help Desk Authority are trademarks of ScriptLogic Corporation HDAccess Customer Guide and HDAccess software is furnished under license and may only be used or copied in accordance with the terms of such license This user s guide and HDAccess are proprietary to ScriptLogic Corporation and contain certain confidential information and trade secrets of ScriptLogic Corporation which are protected by United States and International laws and treaties The content of this user s guide is furnished for informational use only is subject to change without notice and should not be construed as a commitment by ScriptLogic Corporation ScriptLogic Corporation assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual Unauthorized duplication or distribution of this material is strictly prohibited All data reports and information are the sole property of ScriptLogic Corporation Except as permitted by such license no part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic recording or otherwise without the prior written permission of ScriptLogic Corporation All other trademarks are the properties of their respective owners2. If you want to search for all articles pertaining to a particular product select the product name from the drop down menu If you are searching for one article in particular and you know its Article ID enter the Article ID here Enter the word s or phrase for which you want to search the Knowledge Base articles If there is more than one individual word you want to find separate the words with spaces or commas The Search For drop down menu contains three options The are e All of the words entered Finds only those articles that contain each and every word entered in the field above e Any of the words entered Finds articles that contain at least one of the words entered in the field above e Exact Phrase Finds only those articles that contain text that matches the phrase entered in the field above word for word The Search In drop down menu contains three options They are e Full Text Searches the articles titles and full text including Description Cause Resolution and URLs for the word s or phrase entered in the field above e Title Only Searches only the articles titles for the word s or phrase entered in the field above e Keywords Only Searches only the articles keywords for the word s or phrase entered in the field above ScriptLogic Corporation HDAccess User s Manual After entering your search criteria click on Search HDAccess will display the results of the search in a
3. L S LE L Open This i5 a low prio Donald Buzard Tim Persinger Page of 1 Check Al Uncheck All Print Selected Issues Print All lssues 3 3 Message Board Headline The message board allows system administrators to broad cast information of interest to all users at the same time though some administrators chose not to use the Message Board If your Message Board is active you will see messages like the one below displayed in the Message Board Headline sues Knowledgebase Tools Help This is just the headline You can see the rest of the message by going to Tools gt Message Board and the complete messages will be displayed in the Message Board Window ScriptLogic Corporation Rev05012009 10 HDAccess User s Manual Message Board Windows Internet Explorer Jun 10 2009 HDAccess Server Maintenance Sunday Web Server maintenance is scheduled for Sunday morning from 6 00am to 8 00am Users will not be able to connect to HDAccess during this time Jun 10 2009 HDAccess Webinar We have scheduled a webinar for HDAccess customers at 12 00 noon on Monday Rev05012009 ScriptLogic Corporation HDAccess User s Manual 11 4 Viewing Issues After logging in as a customer HDAccess will display the View Issues window This window is composed of three panes the Search Pane the Results Pane and the Select Submit New Issue Pane To view a particular issue you will normally use the Search Pane to locate the issue you a
4. To submit a new issue click the Submit New Issue link in the View Issues window HDAccess will display the Submit New Issue window Status Issue No Summary Assigned User Description Resolution Customer AddNote J Save jJ Close You can edit any of the fields that are not grayed out The specific fields available to you depend on how your HDAccess administrator set up the application Fields that have a red asterisk beside them are required fields and cannot be left blank When you have completed entering information in the fields click on Save If any required fields have been left empty HDAccess will display a message like the one shown below Windows Internet Explorer E3 A Please specify Summary As explained earlier you can add activities notes and attachments to the issue Rev05012009 ScriptLogic Corporation HDAccess User s Manual 19 7 The Knowledge Base Your help desk provider maintains a collection of information including troubleshooting information documents articles based on previously resolved issues frequently asked questions etc for sharing within their organization This knowledge base can be thought of as the accumulated wisdom regarding their help desk experience Each element in the knowledge base is referred to as an article and will have a unique Article ID You can access the Knowledge Base if the HDAccess administrator allows it and the Knowledgebase button in your toolbar is e
5. Rev05012009 ScriptLogic Corporation HDAccess User s Manual 3 Contents LOVETVIEW eee eee eee er eee ere ere errr er ere ee rere rere ere Ce Teer reer coer rere er errr cre reer err errrrr creer re err cree 4 2 Logging into HDACCOSS iiriio ao EoRspeRRERA aaa MIR TES REREERERREREFREE PESE SPRNEEE 5 2 E ROOSTE coti Fist Dutetens dava ixeguentet dup tip bopntbbs dene ambe dcr sean etoteta duri drin c 5 2 2 Forgot Logon Name and or Password ccccee eee e cece eee AA E ASAN 7 3 The HDAccess Workspace iussa a exa a i arca ERE E ER RE iaaa NE V RR E E RC a 8 CMS erjuwe eT n 8 32 WOM Pane NER t II E 9 3 3 Message Board Headline sssseseeesssssssssssssse nene ehem an 9 A VIEWING TSSUGS ENTE DI DLL ILI 11 amd SS GIGI aA DNE MD Ec 11 4 2 Select Submit Issue Pane c cesses eee nere nnn 13 Mo ceca chiara en cps ee ree nk ee eee aa 13 S EGIting TSSUGS irirna aaaea aoas aE aaa es 14 6 Submitting ESSUGS cdpi epn EEE aE SEa 18 7 THE Knowledge Base ai siicisaieccuiiaa eoa odas aaa aaa EENEEEEWEEKEEREREEEE 19 ScriptLogic Corporation Rev05012009 4 HDAccess User s Manual 1 Overview HDAccess is a self help solution that gives you an easy online interface to your help desk issues and your help desk organization s Knowledge Base Through a standard internet connection and browser you can e Enter new issues e Monitor the status of your issues e Perform queries on your issues e Access the wealth of
6. Knowledge Base Search Result window like the one shown below Knowledgebase Tools Product Name Search Knowledge Base for word z or phrase Search For Do Search In All of the words entered Full Text vi KB101 KB102 KB103 KB104 KB105 KB106 KB107 KB108 KB1098 KB110 Each Title in the list is a link to the Knowledge Base article To view the next page of results click the Next link To Laptop Wireless Connection Issues Dead spots How do as the customer see what the status of my issues are tried to login today and received a message stating that do not have sufficient permissions ta login Messages displayed in the Help Desk Authority message banner are not displayed in the HD Aceess banner cannot print to the network printer get an eror message everytime click on the about us link in our website My printer is not working cannot connet to the sample database found this great article regarding word to pdf settings How do update my calendar 1 10 of 12 total view the last page of results click the Last link ScriptLogic Corporation Rev05012009 22 HDAccess User s Manual When you click on an article title HDAccess will display a KB Search Article window like the one shown below gt MB Search Article Windows Internet Explorer Seles Attachments Laptop Wireless Connection Issues Dead spots Description There are a number of locations in the
7. Seven Fields building where wireless connection is less than acceptable These include anywhere in the basement bathrooms and the workroom on the 3rd floor Cause Basic building structure Resolution The only solution ts to not attempt a wireless connection in these locations Related Articles Did you find this article to be useful O Yes No The top portion of the window displays the article title description cause and resolution in scrollable format The bottom portion of the window shows the titles of other Knowledge Base articles that are related if any These titles also provide a direct link to the article If you would like to forward a Knowledge Base article by email you can click the Email button The system Administrator must have first configured the email settings for this button to be enabled Click the Print button at the bottom of the window to print Rev05012009 ScriptLogic Corporation HDAccess User s Manual 23 If there are additional files attached to the article the file names will be displayed when you click on the attachments tab as shown in the example below gt KB Search Article Windows Internet Explorer E ol Eg b EEFT IP hamum General MG File Name HDAccess customer login jpg From here you can open and view any attachments associated with the article At the bottom of the article is the following prompt Did you find this article to be
8. the database this message will be displayed at the bottom of the window The Email ID mrtimper ittsburghjazzr om is already present in our records as a valid Customer with HD Access login rights f you have forgotten your HDAccess login information please click here If you entered email please enter the correct one 2 2 Forgot Logon Name and or Password If you forget your password or logon name click on the Forgot Logon Name and or Password link HDAccess will display the Forgot Logon Name and or Password window shown below IF you have forgotten your logon name and or password enter your email address below Y aur information will be emailed to vau Enter your email address and HDAccess will send an automatic email response Note Your system administrator may choose to send your password but not include your logon name for security reasons In that case you will need to contact the help desk If the Forgot Logon Name and or Password link is not available contact your HDAccess help desk ScriptLogic Corporation Rev05012009 8 HDAccess User s Manual 3 The HDAccess Workspace The HDAccess workspace is divided into three regions the Work Pane the Toolbar and the banner with the Message Board Headline Knowledgebase Toolbar Message Board Headline Work Pane 3 1 Toolbar As with other toolbars the HDAccess Toolbar contains dropdown menus that allow you to select what you want to do next The menus a
9. useful OYes QNo Your response to this prompt will help to keep the Knowledge Base as informative as possible ScriptLogic Corporation Rev05012009 24 HDAccess User s Manual I ndex Add NOU BUO Meseci Gals BERE pe ICE Lee av tta eod 15 yg te dip fett TE 20 CALE uon Pp 20 Customer Login Window eeesseeeeee 5 Editino ISSUES eroi sectio aene rbd etd sator es 14 Fields aEBIC TO 16 acp out etti arido dat but vui 20 Cale POE eios aat Dedi a o tas Dh Eure 20 productname 34s sch tous a petia Oa MIR 20 sean DOE otia De ooo Pato p oA D te sonda tuicets 20 SS MEINER EE E EEN 20 search knowledge base for word s or phrase 20 SLOLU S doa e ona odd E AE E E osea i tod 12 SUD CAE TOI naa ac teutide ra uan AE E RUSO inca 20 CLIE I e AEEA EN EA Reden AEE EN EAEE 12 WI ME 12 Forgot Logon Name and or Password Link f Forgot Logon Name and or Password Window 7 How Do I CNIL OOS iania 14 SUBIC ISSUCS conp ae a 18 ba c T T 11 Issues SUNE o conocen SEL Acc SC EtESE S ticSSCHL E 14 SU DINGS co diee aie Rec I eS SON NE Eua hee 18 KB Search Article Window ccseeeeeeeeeeeeees 22 Koowkde eDane 19 Knowledge Base Search Result Window 2 Knowledge Base Search Window 19 Logging Into HDACCESS eeeeeeeeeee 5 Rev05012009 More Search Criteria WindOwW cccccccccceceeeeeees 12 Product Name ue cecsesi a sena 20 SE UIS
10. atus Issue Mo Assigned User Description Resolution Customer tied to login today and received a message stating that do not have sufficient permissions to login Donald Buzard You can edit any of the fields that are not grayed out The specific fields available to you depend on how your HDAccess administrator set up the application Fields that have a red asterisk beside them are required fields and cannot be left blank You may see the Close Issue link at the top of the issue tab again depending on how your administrator set up the application You can change the status of your issue to Closed by clicking this link Rev05012009 ScriptLogic Corporation HDAccess User s Manual 15 The Activities tab shows the activities that are associated with the 1ssue Miew Modify Izsue Issue Number 21 You can add an activity note to the issue in the Activities tab by clicking on the Add Note button HDAccess will display the Add Note window shown below checked with Don today and he thinks this issue will be resolved by the weekend After typing in the note click the Save button The new note will be saved in with an Activity Type of Customer Note as shown in the example below ScriptLogic Corporation Rev05012009 16 WHDAccess User s Manual Activity Type Date Time Activity Note Time Spent Mew Issue 6 10 2009 10 46 25 AM Issue Entered from H 000 00 00 Customer Note 6 10 2009 45725 Al Twil
11. ight where you can choose enter the required value for the field Each of these criteria must be met for an issue to satisfy these requirements When all selections have been made in the More Search Criteria window click on Done Rev05012009 ScriptLogic Corporation HDAccess User s Manual 13 In the View Issues table click the Search button HDAccess will display all issues that satisfy the specified criteria 4 2 Select Submit Issue Pane If you know the number of the issue you are interested in you can enter it in the Issue No field of the Select Submit Issue Pane and the View Modify Issue window will open with the issue details See Section 5 Editing Issues for complete details on editing an issue If you need to enter a new issue click the Submit New Issue link to open the Submit New Issue window Fill in the form and click the Save button See Section 6 Submitting a New Issue for complete details 4 3 Results Pane The Results Pane is a table containing all the issues that match the criteria you specified in the Search Pane The columns of the table are the same as the fields of the Submit New Issue form The table is initially sorted by Issue No but can be resorted according to the contents any column by clicking on the column name once to sort ascending twice to sort descending There are several ways to open any issue in a View Modify Issue window e Double click anywhere in the table row the issue is in e Click the Issue N
12. knowledge available in your provider s Knowledge Base T site ke Knowledgebase oals Help mes Has 3 28 2008 11 ee In this document we will e Walk you through the login process e Introduce you to the HDAccess Workspace e Explain how to find and view your issues e Explain how to edit your issues e Explain how to submit a new issue e Explain how to use the knowledge base To get started enter the URL of your provider s HDAccess site in your favorite browser Note HDAccess is optimized for use with Internet Explorer Rev05012009 ScriptLogic Corporation HDAccess User s Manual 5 2 Logging into HDAccess When you initially open HDAccess in your web browser the Customer Login window is displayed Customer Logon Name 89 Password 00000000 If you know your logon name and password enter them in the appropriate fields and click the Submit button The HDAccess window will open and you can move on to chapter three NOTE Y ou may not see the Register and Forgot Logon Name and or Password links displayed in the Customer Login window as the system administrator may not allow this functionality 2 1 Register If you are a new HDAccess user and do not have a Customer Logon Name and Password click on the Register link HDAccess will display the Registration window shown below if you do not see the Register link in your logon window contact your help desk ScriptLogic Corporation Re
13. l try to attach 000 00 00 Customer Note 6 16 2009 5 26 19 PM I checked with Dont 000 00 0C Activity Total nn Add Note View Mote The Attachments tab allows you to attach files to the issue You can select the file from your computer by clicking the Browse button The Choose File dialog box will open Choose file Look in E3 Images Ul i E F HDAccess admin login HDAccess Contact Us My Recent HD Access customer login Jets HDAccess Customer Validation message 3 HDAccess Knowledge Base Search HDAccess Setup Company HDAccess Layout Desktop HD Access System Options Email Configuration HDAccess System Options General HD Access System Options Logo Settings HD Access System Options Report Settings HD Access View Issues If 5nap13 My Documents hu Computer My Network File name HD Access admin login Places l Files of type All Files T Cancel Rev05012009 ScriptLogic Corporation HDAccess User s Manual 17 Navigate to the file you want select the file and click the Open button Back in the View Modify Issue window click the Attach File button seare O Emwse aena O vem To view an attachment click on the File Name which is a link to the file When you have finished modifying the issue click the Save button to save your changes and close the View Modify Issue window ScriptLogic Corporation Rev05012009 18 HDAccess User s Manual 6 Submitting Issues
14. nabled To search the Knowledge Base click on Tools gt Knowledge Base HDAccess will display the Knowledge Base Search window shown below Issues Knowledgebase Tools Help Knowledge Base Search Article ID KB101 Title e O Using the Knowledge Base Search window you can find e All articles belonging to a particular Category e All articles belonging to a particular Sub Category e All articles pertaining to a particular Product e All articles that satisfy a combination of these criteria e A specific article identified by the Article ID ScriptLogic Corporation Rev05012009 20 HDAccess User s Manual You can also search for articles containing a specific word phrase or Keyword Enter the search criteria in the fields in the Knowledge Base Search window using the table below as a guideline Field Category Sub Category Product Name Article ID Search Knowledge Base for word s or phrase Search For Search In Rev05012009 Description If you want to search for all articles belonging to a particular Category select the Category from the drop down menu If you want to search for all articles belonging to a particular sub category select the sub category from the drop down menu The Sub Category drop down menu will not be populated until a category is selected in the field above Then only the sub categories for the selected category will be available for selection
15. o link e Click the check box in the issue s row and click the View button d Open This is a high pric Donald Buzard Tim Persinger a Open 16 I am having a pr Donald Buzard Tim Persinger Open 13 This is a low prio Donald Buzard Tim Persinger F Open 14 This is a medium Donald Buzard Tim Persinger Open 20 Help gt Contact U Donald Buzard Tim Persinger C Open 21 I tried to login to Donald Buzard Tim Persinger Open 17 I just tried to adc Donald Buzard Tim Persinger d Open 18 After changing m Donald Buzard Tim Persinger Closed 27 Issue 27 summali Tim Persinger Issue 29 descript Tim Persinger F Closed 28 Issue 28 summai Tim Persinger Issue 28 descript Tim Persinger Page of 2 9 amp 0 9 Print Selected Issues Print All lssues If there is more than one page of results you can use the forward backward page buttons or select the page you want to go to in the page dropdown list You can print selected issues by clicking the checkboxes for each issue to be printed and click the Print Selected Issues button And of course you can print all issues by clicking the Print All Issues button ScriptLogic Corporation Rev05012009 14 HDAccess User s Manual 5 Editing Issues To edit an issue select it in the View Issue window by clicking the Issue No link for the issue or select the checkbox and click the View button at the bottom of the window HDAccess will display the issue details in the View Modify Issue window St
16. re interested in and then use the Results Pane to examine the issue and perhaps open the issue in a View Modify Issue window where you can edit the issue read add activity notes and or add attachments Each of these panes are discussed below Timeline Status All Issues v All Issues Se BE 18 After changing my password I cannot get the C Donald Buzard Tim Persinger F1 Tm 17 I just tried to add an attachment to an issue an Donald Buzard Tim Persinger Fj Open 21 I tried to login today and received a message s Donald Buzard Tim Persinger la Open 20 Help gt Contact Us When I click on Contact Us Donald Buzard Tim Persinger F Open i6 I am having a problem adding a note to this is Donald Buzard Tim Persinger Open 13 This is a law priority issue I need access to HE Donald Buzard Tim Persinger Closed 12 This is a new urgent issue I have been workin Donald Buzard Tim Persinger hal Open 15 This is a high priority issue I have been drinkir Donald Buzard Tim Persinger C Open 14 This is a medium priority issue I need some ke Donald Buzard Tim Persinger EL Closed 22 Messages are Tim Persinger Check All Uncheck All Print Selected Issues 4 1 Search Pane The Search Pane allows you to search through your issues to find the ones you are particularly interested in You Print All lssues Page 1 of 2 may want to look at all of your issues that have a status of open or you may want to know if any of
17. teE meos isis eso esas ess OAE 5 Registration Window ierit utei e deed 5 SE POE aa A tees stand 20 SC AEC DI Tae a 20 Search Knowledge Base for Word s or Phrase 20 SIUS uen tle uud oot a sU oM Du EN part modd 12 Sub Cate SOI eerta um etica vois ci foP Me LN 20 Submit New Issue Window esses 18 Submitting ISSUES ii tecti eoa poii RE ies an Eus bea dios 18 bid ce 12 NIE e M I 12 View Issues Window i eere cases peter teet eds 11 View Modify Issue Window sess 14 Te Wh Als S Donun e canensiteds 15 ISSUE AD t 14 VIE WINS ISSUES iscir aaa aa aE 11 Windows CUSLOBIGE OB ITE ouai cuceio di aed toan oues a Houaa eA Monde 5 forgot logon name and or password 5 kD scarch artic leaser i e te dtes 22 knowlede amp e base Search oio ens 19 knowledge base search result 2 MOLES seare Dy CHICA So id ERIS De SIEUT 12 Ie P ISCEaLIOTE editore endo vi EY deed obot edo uoa cies 5 SUDMMUSNE V dS SUC axis erst Exe eta eu EORR es Ge euo Mesas 18 WIC WHISSUC zeont E ta di utu tesnt dettes o be dew 11 view modify issue window sssss 14 ScriptLogic Corporation
18. v05012009 6 HDAccess User s Manual Registration OO 0 0 0 5 5 Fields marked with an asterisk are required Home Enter your information in the text boxes and click the Submit button The logon name and email address will be compared to those already in the database Note The text fields with red asterisks beside them are required fields If your logon name and email address are not found in the database the message Click here to continue login to HDAccess will be displayed Fields marked with an asterisk 7 are required Full Name tests CompanyNamef 0 0 0 00 LL IBN Email Logon Name Password Click on the message and you will be logged in When you receive this message your information is sent to the Administrator who can Approve or Deny the Customer s access to HDAccess You will receive an email informing you of the administrator s final decision In the meantime you will be able to enter and view issues Rev05012009 ScriptLogic Corporation HDAccess User s Manual 7 If the logon name you entered is already in the database the following message will be displayed Microsoft Internet Explorer AN Specified Logon name already exists Please try again with a different name You will need to enter a different name as each logon name must be unique HDAccess will also look at the email address you entered and compare it to those already in the database If the email address is already in
19. vailable are Issues e Submit New Issues This selection allows you to submit a new issue e View Issues Add Note View Issues allows you to display and examine your issues using a variety of search criteria such as status and department to find and edit the issues you are interested in Knowledge Base e Knowledge Base Allows you to explore the wealth of knowledge contained in the Knowledgebase Search Note this functionality is optional and may not be available to you e Change password Allows you to change your password e Message Board Displays the contents of the HDAccess Message Board e HDAccess Help HDAccess Help opens this document in a new window e Contact Us Displays the contact information for your help desk provider e Company Website This option will open your help desk provider s company website Rev05012009 ScriptLogic Corporation HDAccess User s Manual 9 3 2 Work Pane The Work Pane is the area of the workspace where HDAccess windows will be displayed and is your primary working area The screen shot below shows the View Issues window in the work page of HDAccess window Knowledgebase Tools py a ear a cum Help gt Contact U Donald Buzard Tim Persinger Open After changing m Donald Buzard Tim Persinger Open I just tried to adc Donald Buzard Tim Persinger Open Iam a pr Donald Buzard Tim Persinger Open Tim Persinger Open This is a medium Donald Buzard Tim Persinger
20. your open issues are more than 30 days old Or if you are a department head you may be interested in what kind of issues the employees in your department have submitted The search criteria fields in this pane allow you to do this and more Each field is described in the following table ScriptLogic Corporation Rev05012009 12 MHDAccess User s Manual Timeline View Status My Issues w All Issues v More Search Criteria I Field Description View From this drop down menu you can select to view the issues you have submitted or all issues reported by your company department and or location depending on the options that the HDAccess administrator has selected Timeline From the Timeline drop down menu you can select issues submitted in the last day last 7 days last 30 day etc Status From the Status drop down menu you can choose to view all issues or issues with a status of Open Closed Suspended or Pending More Search Criteria When you click the Browse button LJ HDAccess will display the More Search Criteria window shown below More Search Criteria Microsoft Internet Explorer E F To refine your search choose any all the three fields and specify the criteria in the element s which will be shown on the right side You can use any or all of these fields to set additional criteria based on any of the fields displayed in the results table As you make a selection a drop down menu will display to the r
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