Dell KACE K1000 Help Desk Guide

Size: px

Start display at page:

Download "Dell KACE K1000 Help Desk Guide"

Marcus Gray
5 years ago
Views:

1 NAME: Dell KACE K1000 Help Desk Guide PAGE: 1 of 6 Dell KACE K1000 Help Desk Guide Creating a Ticket 1. Double-click the IT Self Service Portal icon on your desktop. 2. At the Dell KACE K1000 Login Screen, enter the same CTC User Name (e.g., jdoe) and Password used to log into your computer.

NAME: Dell KACE K1000 Help Desk Guide PAGE: 2 of 6 3. After logging in, you will be directed to the Home screen. Click the Have a problem? Report it link to start a new KACE Ticket. 4.

2 NAME: Dell KACE K1000 Help Desk Guide PAGE: 2 of 6 3. After logging in, you will be directed to the Home screen. Click the Have a problem? Report it link to start a new KACE Ticket. 4. Select IT Help Desk from the Ticket drop-down menu. (You can also choose to select a form from the Form drop-down menu if your specific request is already listed or if support from more than one department is needed.)

3 NAME: Dell KACE K1000 Help Desk Guide PAGE: 3 of 6 5. Fill out the appropriate fields and click Save to create a new ticket. Please fill out all required fields. You may also optionally choose to add an attachment or screenshot to your ticket. Issue (Required): A brief description of the problem. (NOTE: You can provide more details in the Comments field.) Submitter: By default, this field is populated with the ticket creator s name. Click on the Pencil icon to change the name of the person who submitted the ticket. This can be changed if you are submitting a ticket on someone else s behalf. Category (Required): From the drop down list, select the service category that best represents the issue. Site: From the drop down list, select either the Main Campus, Fort Hood Campus, Service Area Campus, Continental Site, PFEC Site, or Europe Site. Department, Building (Numeric), Room (All required): Customer s current location. Telephone (Required): Customer s phone number. Serial Number: Equipment serial number. FA Tag # (Numeric): Equipment fixed asset (FA) tag number. Comment: Further optional information can be added here. 6. Click Save at the bottom of the screen when you are ready to submit the ticket.

NAME: Dell KACE K1000 Help Desk Guide PAGE: 4 of 6 7. After saving the ticket, you will be directed to the Ticket Detail screen where you can review your ticket s details.

4 NAME: Dell KACE K1000 Help Desk Guide PAGE: 4 of 6 7. After saving the ticket, you will be directed to the Ticket Detail screen where you can review your ticket s details. Canceling a Ticket If you decide to stop or want to start over while making a ticket, click Cancel at the bottom of the ticket or form. Doing this will take you back to the Service Desk screen.

5 NAME: Dell KACE K1000 Help Desk Guide PAGE: 5 of 6 Viewing a Ticket 1. Select Service Desk from the left-side column. From here, you can view all submitted tickets. 2. To view the details of a ticket, click the ticket s Issue (name) or Number. 3. Past changes made to your ticket can be viewed under the History tab.

NAME: Dell KACE K1000 Help Desk Guide PAGE: 6 of 6 4. If your ticket is still active, you can add further comments, attachments, or screenshots via the Comments tab.

6 NAME: Dell KACE K1000 Help Desk Guide PAGE: 6 of 6 4. If your ticket is still active, you can add further comments, attachments, or screenshots via the Comments tab. Just remember to click the Submit button before leaving the page. Turn On Auto Refresh To turn on the auto refresh function on the Service Desk screen, click OFF and select how often you want the page to check for updates from the Auto Refresh drop-down menu.

Technology Services: Work Requests Submissions

Technology Services: Work Requests Submissions At the HTC home web page, go to the Faculty & Staff web page. On the right hand column, select the IT Work Requests link. You may also enter https://helpdesk.hennepintech.edu