Knowledge Base Introduction/ Submit Tickets

Transcription

1 Purpose: To provide information about the JIS Service Desk ticket system. This is an online tool used to track a user request or report an issue with a MiCOURT JIS application. When a user contacts JIS, a ticket is created and a confirmation with the ticket number is sent to the user. Updates on the status of the request or reported issue will also be sent by . Items covered will be: Log in to JIS Knowledge Base, FAQ and Submit Tickets. URL: LOGGING IN: You must sign in to access the JIS Knowledge Base. {Your address} Password: {Your password} FIRST LOGIN: When a user is ready to access the JIS Knowledge Base: 1. Click on the Sign In button. a. Some users choose to select Stay signed in for ease of use and quick access. 2. If you do not already have a password or can t remember your password, click Forgot my password to have a temporary password sent to you. Page 1 of 6

2 Information: Service Desk personnel are available 8am to 5pm M-F, but a user may open a ticket at any time. A Service Desk ticket can be opened using one of the following options: Submit DCS - dcshelpdesk@courts.mi.gov PCS pcshelpdesk@courts.mi.gov CCS ccshelpdesk@courts.mi.gov TCS tcshelpdesk@courts.mi.gov Operations opshelpdesk@courts.mi.gov MiCOURT Desktop JIS@courts.mi.gov Submit an online request on the Knowledge Base at and click Contact JIS. Call and select: DCS - Option 1 PCS - Option 2 CCS - Option 3 TCS - Option 4 Operations - Option 5 (hardware/printers/sos/lein) MiCOURT Desktop Option 6 Frequently Asked Questions: What information is needed in a Service Desk ticket? What issue is occurring? What is the case number? (Provide exact/entire case number) What steps were taken that led to the issue? What screen is involved? (Provide the screen name) If there is an error message, what does it say? When did the issue first occur? Are other users having the same issue? Page 2 of 6

3 Submit a screen shot: Use Print Screen to capture the displayed screen Paste the screen shot into a Word document Save the document on the desktop or in a drive Attach the document in the Service Desk ticket What happens after a JIS Service Desk ticket is created? A user can check the status of the ticket by logging into the Knowledge Base at and click My activities. A user may receive an requesting additional information or clarification. Simply reply to the or log in to the Knowledge Base and add the requested information to the ticket. Create a new Service Desk ticket for each request or reported issue. This will ensure any new requests or reported issues are attended to in a timely manner. Please do not reply to a current or past chain with an unrelated issue or concern. Submit a Request/Create a Service Desk Ticket on Knowledge Base (Sign in not required): Click Contact JIS. Page 3 of 6

4 On the Submit a Request screen (below), complete the following fields: Your address: Enter your address. Subject: Clearly describe the main topic or area in which assistance is needed. Description: A brief summary of the issue or question. Please include case numbers, errors, and print screens (if applicable). Attachments: Add screen shots, scanned reports, etc, if applicable. Click I m not a robot and follow instructions on the screen. Click Submit. Page 4 of 6

5 View Requests/Tickets you have created or been CC d on (Sign in required): Click the arrow to the right of your name, and then click My activities. Click Requests I m CC d on to locate tickets (click this first, then My requests becomes enabled). Click My requests to also locate tickets. Page 5 of 6

6 Knowledge Base Extras: Articles are being posted to the Knowledge Base regularly, including Software Release Notes and Announcements. Try the Search bar to find the answers to questions. Select article, then click Follow to receive favorite articles or sections in the Knowledge Base. Page 6 of 6