Knowledge Base Introduction/ Submitting Tickets

Transcription

1 The JIS Knowledge Base is an online ticket-system and source of other important information. URL: LOGGING IN You must sign in to access the JIS Knowledge Base. Username: {Your address} Password: {Your password} FIRST LOGIN You have been, or will be set up with an account in the JIS Knowledge Base. When you are 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 to this valuable tool. 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. 1 1a 2 December 8, 2016 Page 1 of 5

2 Frequently Asked Questions: What is a JIS Service Desk request ticket? This is a term used for a tracked request or report of an application issue. When a user calls or s us, a ticket is created. If we have your on file, you will receive a confirmation with the ticket number. You will also receive updates on the status of your request and can interact via or web throughout the lifecycle of that ticket. Instructions are in the . You may submit a ticket at any time. Why do I need a JIS Service Desk ticket? You need a JIS Service Desk ticket in order to confirm we received your request and be updated on the status. Without a ticket, your request or issue may not be logged. If it s not logged, we can t solve the issue. What information should I include in a JIS Service Desk ticket? Are you signed in to the JIS system? What issue are you having? What steps do you remember taking that led you to this issue? What is the case number? What screen are you on? (Provide the screen name) What is the name of the report or form you are trying to generate? (if applicable) If you have an error message, what does it say? Who can open or create a JIS Service Desk ticket? Any court user can submit a request/ticket in these ways: JIS@courts.mi.gov. When did you last access or complete this task successfully? Is anyone else at the Court having the same problem? Send a screenshot Use Print Screen to capture what is on your screen Paste the screen shot into a Word document Save the document on your computer Attach the document in an to our helpdesk. Submit a web request on the Knowledge Base at by clicking Submit a request. Call December 8, 2016 Page 2 of 5

3 What happens after I create a JIS Service Desk ticket? You will receive an confirmation and subsequently receive updates via . You can also check the status of your request by logging in to the Knowledge Base at and clicking My Activities. You may receive an requesting additional information or clarification. Simply reply to the or log in to the Knowledge Base and comment on the ticket. Users are highly encouraged to create a NEW JIS Service Desk ticket for each question or incident. This will ensure your new request is 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 Click on Submit a request. On the Submit A Request screen complete the following fields: Subject : Clearly describe the main topic or area you need assistance with. Description: A brief summary of the issue or question. Please include case numbers, errors (if applicable), and print screens Add Attachments, e.g. screen shots, scanned reports, etc if applicable. Click Submit. December 8, 2016 Page 3 of 5

4 View Requests/Tickets you have created or been CC d on: Click My Activities then select which requests/tickets you want to view. You can also search through your tickets. December 8, 2016 Page 4 of 5

5 Using the Knowledge Base Additional articles and how-tos are being posted to the Knowledge Base regularly. Release Notes and short video tutorials will be available in the future. Try the Search bar to find the answers to your questions. To ensure you have the most up-to-date documentation, Follow your favorite articles or sections in the KnowledgeBase. December 8, 2016 Page 5 of 5