You access the TRSD Help Desk with a web  browser.  There are several ways to access the Help Desk.

Internet Explorer Favorites: Click on Favorites, then Click on TRSD Help Desk:

Or

Access the website directly:  If you do not have the Favorite, the website address is http://enterprise:8080/helpdesk/.

If you would like to create a Desktop Shortcut to the Help Desk, please see the last page of this document.

Once the Help Desk site has been accessed, you will be automatically logged into the system.

Help Desk Home Screen:

New Ticket: Click here to create a new Help Desk ticket.

My Tickets: Click here to view your open Help Desk tickets.

Knowledge Base: Click here to search the Help Desk Knowledge Base.

Troubleshooter: Not Used (future enhancement)

File Library: Click here to download a file when instructed by Help Desk staff.

User Info: Click here to view/update your user info. NOTE: Do not change your password here!

IMPORTANT NOTE:    NEVER  use the Logout link. To logout, simply close your web browser.  If you have a problem with the system, close your web browser and try again.

Creating a New Ticket

From the Home screen, click the New Ticket button:

Click the appropriate department for your Help Desk request.

Click the Next button.

CC: (Optional): Enter an email address here if you would like someone to get a copy of the Help Desk ticket emailed to them.

Priority: Choose Normal or High. Most tickets should be entered as Normal. Only use High when creating a ticket related to a major systems issue.

Subject: Like an email, enter the Subject of your ticket here.

Message: Like an email, enter the information pertinent to your problem/request here. Please be brief, but concise.

NOTE: While you are typing, you may receive a notification telling you that an entry in the knowledge base may match your question.  Feel free to utilize this feature to help you solve the problem yourself.

Attach (Optional):You may attach a screen shot, etc, if desired.

School Location (Required): Please choose your location from the drop down list.

Room Number (Required): Enter a Room Number, or “None” if it is not applicable to your problem/request.

Create: Click this button when finished.

The Ticket Confirmation screen will appear:

When finished creating a ticket, close your web browser. Do Not use the Logout link.

You will receive an email to your trsd.net account confirming your ticket was created:

This email contains a summary of the ticket you created. You can view the ticket and make any changes by clicking the link from inside the email.

Viewing Updates to Existing Help Desk Tickets

To view your existing tickets, click the My Tickets button on the Home screen:

Your currently open tickets will be displayed.

Click on a ticket to display its contents:

When a ticket has been updated by an IT staff member, you will receive an email to your trsd.net account:

If you view the ticket, the updated information will appear:

To add another comment to the ticket, click the Reply tab:

Type your comment in the Message box, and click the Reply button.

You will receive an email each time one of your tickets is updated by an IT staff member.

When a ticket is closed by a staff member, it will be noted at the top of the ticket when viewed:

You may re-open the ticket if necessary.

Using The Knowledge Base

To view the knowledgebase, click the Knowledge Base button on the Home screen:

All existing knowledgebase entries will appear. From here, you can Search for specific items, or click on Entries.

When you click on an entry, it will display:

The Knowledgebase is a living document. It will continue to grow as more issues are resolved.

If you have any questions or problems with this document, please contact Dennis Buck at 978-462-8171 x5523, or dbuck@trsd.net

To Create a Help Desk Desktop Shortcut:

Open Internet Explorer. Click on Favorites and move your mouse until it is on the TRSD Help Desk entry:

Use the right mouse button and click on the TRSD Help Desk entry.
On the menu that appears, move your mouse until it is on Send To.
On the next menu that appears, left mouse button click on Desktop (create shortcut).

A Desktop shortcut will be created.