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									                                              Help

          5 choices:
         – FAQ*
         – HelpDesk
         – Policies & Procedures*
         – Remote Support*
         – Training Manual
           *under development
Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010
        Help:                   HelpDesk
   Separate application
   Used for communicating with support staff:
    –    extended access (e.g. edit data >60 days old)
    –    unlock a user’s account
    –    reset a user’s login password
    –    report problems with CPCDMS

   Users with email submit their own tickets

        Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010
    Help:                   HelpDesk

   HelpDesk web address:

              www.hcphes.org/cpcdmsHELP




    Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010
Help:                    HelpDesk

   Registration
    – Users must register
    – Select New User
      button
    – Same username as
      in CPCDMS




     Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010
Help:                     HelpDesk

   Login
    – Enter username under Registered User Login
    – No password to login to the HelpDesk




    Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010
Help:                     HelpDesk
      Dropdown Selections:
     – Create New Case                                              – Show Closed Cases
     – Show Open Cases                                              – Update Registration
     – Show All Cases                                               – Search Help Database




    Harris County Ryan White Grant Administration CPCDMS Training Presentation     July 23, 2010
Help:                     HelpDesk
       Ticket Completion
      –        Enter One Line Description (e.g. Locked Out)
      –        Select Problem Type (usually “Request”)
      –        Select Resource (e.g. Account Locked Out)
      –        Enter Detailed Description




    Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010
Help:                     HelpDesk

   Email Confirmation
    – Email sent to user & Support Staff
    – Support Staff on duty assigns ticket
    – User clicks on the link in the email to login and
      update the ticket
    – Do not REPLY to the email


    Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010
Help:                   Training Manual

 RWGA website:
 http://www.hcphes.org/rwga/docs/cpcdms/




Harris County Ryan White Grant Administration CPCDMS Training Presentation   July 23, 2010

								
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