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Support Trio – Submitting A Trouble Ticket
Welcome to the McLoud Technology Help Desk and Knowledgebase webpage. The online support package is called “Support Trio”. The goal is to improve technology support with a quality support solution… Support Trio combines an impressive array of web-based tools that effectively manage and control the support load including Help Desk, Knowledge Base, File Library, Trouble Shooters, including Email confirmations which are sent out confirming posted tickets. Here is a basic Step-by-step pictorial guide on how to utilize the website, starting with the task of submitting a Trouble Ticket . First of all, access to the Help Desk web page is obtained through the McLoud Schools website. Located at www.mcloud.k12.ok.us .
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Once you are on the McLoud Schools website, click on the Technology Page link on the left side of the screen.
This will take you to the Technology Webpage. You can also go directly to the Technology Webpage by clicking on this link… http://www.mcloud.k12.ok.us/~technology/index.htm Once to the Technology Webpage, you must click on the Helpdesk icon to proceed to the Support Trio login page.
Page 3 Registered users can login directly with the login box on the top left of the screen. Simply fill in the fields with your McLoud Schools username and password. Your user name and password also enable you to login in to computers on the schools network, and school email from Gaggle.net .
Registered users, as well as non-registered users, may also login by selecting the Register/Login button.
Click on the Register/Login button to do just that… login to the Help Desk.
You do not have to login to use all of the features, such as the KnowledgeBase software. This is a security function to help limit the number of users to the website. The McLoud Educational Technology website is designed to help McLoud Faculty, Staff, and Administrators… not to provide help to the entire planet.
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At the Register/Login page, there are two login areas… one for existing users, and one for new users to register an account. All of the McLoud faculty, staff, and administrators, who have a school email account, already have their user name and password in the system, so they should use the login area to the left. New users should use the Register area to create a login account. This area is for users outside the McLoud area to login, and those users must be validated by the Technology Department to be activated.
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Before you choose to login, you may wish to search any Knowledgebase articles to see if there is a solution provided there to your problem. As shown in the screenshot below, fill in the search field and click on the “Search” button.
Click on any of the article links to view the Knowledgebase article.
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The screens below illustrate a typical Knowledgebase article.
Page 7 Once you have logged-in successfully, you will be taken back to the Support Trio main page. To
begin a new trouble ticket, click on the Submit Ticket button, as pictured below.
Next, you will be taken to the Help Desk ticket screen where you will fill in the information necessary to submit a Help Desk Ticket. There are two sets of fields to be filled out… Required Fields and Optional Fields.
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Required Fields are just that… they must be filled in to submit a ticket. The Optional Fields just help us to locate the building and computer a little easier. You may not know the name of your computer, but we will have them labeled in the near future. Above and below are examples of how to fill out these ticket items.
Page 9 The Message Field is designed for you to describe the problem requiring a trouble ticket. The close-up below shows the message area where the explanation of the problem is to be posted. Some explanations may be quite simple, as in the example… others may require more. Please try to be as precise as possible with your description of the problem you are experiencing. The letter boxes across the top of the message area are for [B]old, [I]talics, and [U]nderline. The [Code] box is for inserting “html” code, and the [Quote] is for inserting quotes from other sources, which you probably won’t use. (The instruction manual is not even very clear on how these are used)
After filling out the message area, simply click [next] to proceed to the next screen. The [Attach] link allows you to attach a file, much as you would do an email attachment. The next screen offers some articles from the Knowledge Base containing some of the key words from your problem description. This may look familiar as it is the same Knowledgebase screen you may have selected earlier. These may, or may not be helpful for your situation. As you look at these article descriptions, if any seem to be pertinent to your case, simply click on the underlined title of the article to load it.
Page 10 After checking the articles, if you have found help that solves your problem, simply click on the [Cancel – I found the answer] button at the bottom of the screen, and your trouble ticket will be cancelled. If the Knowledge Base articles do not help, simply click on the [Submit Ticket] button to do just that… submit the ticket.
Page 11 After the ticket is submitted, you will be taken to the page giving you your ticket number. You will also receive an email with this information. It is suggested that you write down this ticket number for future reference, or simply print it out. Also, you can click on the status link to get the status of the ticket, if you wish.
The status screen will look like the one pictured below.