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I'm Logged In, Now What?

Probably why you've logged in is to enter a trouble ticket. You will see a menu on the left hand side of the screen. Click on the little book labeled ``Applix Help Desk'' to open up the menu further. Then click on the ``Log an Incident'' link, which will bring up a screen in which you can log the problem. You will notice however, that the Incident ID field remains blank. Clicking on the ``new'' Icon will fill this field in. Giving this number to the client is a good way for them to be able to reference their trouble ticket if they call back.
Entering the Ticket should be rather self-explanatory, the only fields you need to worry about are the ``RCS UserID'' field, the ``Incident location'' and ``Room'' fields, the ``Description'' and ``Problem Type'' and the ``Reported By'' fields. All tickets should initially be assigned to ``ITS-OPS''. Ops, will then reassign the ticket to where it belongs. It is also possible to assign a ticket to a specific person, though this should only be done if that person has given their okay for that specific incident.
next up previous contents
Next: What Else Can I Up: Applix Previous: Where is Applix?
Frank Charles Barton
2002-11-19