Basic Web Help Desk Topics

Revision as of 13:38, 8 August 2022 by Nathan Burt (talk | contribs)
(diff) ← Older revision | Latest revision (diff) | Newer revision → (diff)

Log into Web Help Desk

  1. Go to http://go.middlebury.edu/whd.
  2. Log in using your Middlebury credentials.

Open (Create) a Ticket

  1. Click on the New Ticket button.
  2. Enter the data you have such as client’s last name, College ID number, etc. and then click Search to find a match. Be cautious of duplicate names.
  3. Review the Ticket History on the Client Info tab to verify that a related ticket doesn’t already exist. Click the Include Closed check box if you are looking for a closed ticket that needs reopening.
  4. Select the Asset tab to select the client's computer and double-click the asset that pertains to the ticket if the issue is asset related in any way.
  5. Select the Ticket Details tab.
  6. Select a Request Type and a Request Subtype, if there is one.
    • Pay attention to any Instructions that appear in a green text box that pop up for certain Request Types.
    • Some Request Types require that Custom Fields be completed - watch for those later in this process.
  7. Select an Assign To option - either the Tech Group or Myself radio button.
    • If you’re assigning a ticket to yourself: Save the ticket, view the ticket again, escalate it to the appropriate level, assign to yourself again, then save again. - Rework this...
  8. Enter text in the Subject field that is appropriate to the issue.
  9. Enter text in the Request Detail text box which may be a simple copy/paste from a mail message.
    • In most cases, this field should only be populated with Request Detail information. Notes are used to specify actions taken by the Technician.
  10. If you have a picture to illustrate the problem or a document to add, do the following:
    a. Click the Add File button. The Attach File dialog box opens.
    b. Click the Browse button.
    c. Select the file desired and click the Open button.
    d. Click the Upload button.
  11. Complete any required fields in the Custom Fields section, if there is one. Required fields will be in bold text. Note that sometimes a '?' is acceptable if you don't have the required information.
  12. Select the appropriate Status.
    • Open = Default setting. WHD will send alerts if action is not taken within a specific time.
    • Pending = Waiting for something to happen such as some action on our part before moving forward with the issue. WHD will not send alerts.
    • Customer Hold = Waiting for a client response. WHD will not send alerts.
  13. Priority: Usually, keep the default. It’s based on info you’ve already entered.
  14. Recipients: Usually, keep the default. Recipients are based on info you’ve already entered.
    • If the client has requested that another person be kept into the loop, enter the email address here and make sure the check box is checked.
    • If the client has emailed from an account other than his/her Middlebury email account, then record the alternate email address here (and on the Client Info tab in the Alternate Email Address (use this)! field).
  15. Add a Note and send the message, if necessary (see the next section on Notes).
  16. Click Save & E-Mail or Save.
    • Save & E-Mail saves the ticket and sends a copy of if to the Recipients (by default the Technician is a Recipient if this is the first time a ticket is saved).
    • Save saves the ticket without sending a copy of the ticket to anyone (except to the Technician if this is the first time the ticket is saved).
  17. Click the Exit Ticket button in the upper-left of the ticket. It has a curved arrow on it and is just under the Client Info tab.

Routing Tickets

Tickets are routed to individuals or groups depending upon the selection of a Request Type/Subtype and your selection of radio buttons in the Assign To section.

Assigning a Ticket to Yourself

  1. Select a Request Type and Subtype from the drop-down lists.
  2. Select the Myself radio button.

When the ticket is saved you will be listed as the Assigned Tech and the Tech Group should be one of the groups to which you belong.

Assigning a Ticket to a Group

Escalation of a Ticket to Another Level

Using Notes

Notes are used to:

  • Record communications from clients.
  • Record steps taken in your attempts to resolve an issue.
  • Send a message to the client.
  • Communicate with another tech group regarding an issue.

Adding a Note

  1. In the Notes section, click the New button in the lower left of the section or the large green plus sign in the upper-right. A text box opens.
  2. In the text box, record information such as a copy of a mail message from a client, steps you have taken to resolve an issue, notes to yourself, what you want to communicate to the client, or information you want to pass to another group.
    Note: Visible To Client is the default setting for a note. It should be a rare occasion that the client should not see what is written in a note.
  3. If you have a picture to illustrate the problem or a document to add, do the following:
    a. Click the Add File button. The Attach File dialog box opens.
    b. Click the Browse button.
    c. Select the file desired and click the Open button.
    d. Click the Upload button.
  4. To share an FAQ solution with a customer, see Advanced Web Help Desk Topics for the easy steps.
  5. Click the Save button in the lower-right corner of the Note text box. The background of the note will be blue when it is "visible to client" or light gray if it is hidden.

Sending a Note

A Note is an easy way to send information to a client about an issue.

  1. Compose the note in letter format in letter format with proper salutation and closure lines.
  2. After saving a Note review the Recipients section and add or remove check marks until you have the desired distribution group(s) indicated.
  3. Send the information using one of the following methods:
    • Clicking the Send button to the right of the Note sends the contents of the Subject field and the Note associated with the Send button, followed by the signature set up for you in Setup/Techs/My Account/E-Mail Signature to the recipients and then saves the ticket contents.
      • The advantage of this method is the ease of reading the content.
      • The disadvantage is that clients with multiple tickets with similar requests (such as a series of Media Services requests) might have difficulty discerning to which request the response belongs.
    • Clicking the Save & E-Mail button at the bottom-right of the page sends the contents of the Subject field, the Request Detail field (will appear on the bottom), and all Notes marked Visible To Client (stacked above the Request Detail, newest Note on top) to the recipients and then saves the ticket contents.
      • The advantage of this method is that complete details concerning the issue are presented as one piece for ease of discerning to which issue the response belongs.
      • The disadvantage of this method is the difficulty a client might have reading the entire copy.

Problem/Incident Procedure

If you create a Parent/Child relationship between tickets, editing of the Parent (Problem) ticket mirrors the action in the Child (Incident) ticket(s).

To create a Problem ticket:

  1. Create a ticket as usual.
  2. Save the ticket.
  3. In the Details section of the ticket, select Problem.
  4. Save the ticket.
  5. Note the ticket number, Request Type and Request Subtype.

To create an Incident ticket:

  1. Create a ticket as usual using the same Request Type and Request Subtype as the Problem ticket.
  2. Save the ticket.
  3. In the Details section of the ticket, select Incident. A Problems tab will appear in the upper-right corner of the ticket.
  4. Select the Problems tab.
  5. In the No. field enter the ticket number of the Problem ticket.
  6. Select the Request Type and Request Subtype from the drop-down lists presented.
  7. Click the Search button.
  8. Select Link.
  9. Save the ticket.

About the use of Notes

  • Notes added to the Problem ticket will be added to the Incident tickets by default. Before saving a Note you can uncheck Show in Linked Tickets to prevent insertion into the Incident tickets.

  • Notes sent to the client from the Problem ticket are not sent to the Incident ticket clients.

  • To send a resolution Note to all Incident tickets, create the Note in the Problem ticket, change the Status to Closed, then click Save & E-mail. The Note is sent to all Incident clients and all tickets are closed.

Compromised Account Procedure

When an account becomes compromised by a client responding to a phishing attack, ISI will disable the account, make a record of this in the YADA Slack channel, and send an email message to the Helpdesk.

The Service Desk makes a ticket from the information in the email message.

  1. Search for and select the client as usual.
  2. The Request Type is Information Security with a subtype of Account Takeover.
  3. Select the radio button to assign to the Tech Group or Myself.
  4. Copy the Subject from the email into the Subject of the ticket.
  5. Copy the body of the email into the Request Detail.
  6. Save the ticket.

The Service Desk finds alternate contact information for the client in Banner INB.
Note: Use the Next Block button to fill in information once you have the client ID and name on the form.

1. Use SOAIDEN to look for general information about the client.

  • telephone number may be available there.
  • Note which type of student the client is. LS students may be at or near their home address during the academic year. MIIS students probably reside in California.
  • Notice where the home address is. Do not call someone who is likely at home in California until 11:00 AM our time!
  • If you double-click on the ID number in SOAIDEN it will auto-fill in other forms.

2. Use GOAEMAL to find alternate email address(es).
UWC, high school, or prep school addresses are probably no longer available to the client.
Gmail, AOL, Hotmail and others are preferred.

3. Use SPATELE to find telephone numbers.

4. Permanently record Alternate Contact Information by selecting the Edit button on Client Info tab.

  • Record telephone numbers in the appropriate fields.
  • Alternate email addresses go in the Alternate email address (use this!) field.

The Service Desk notifies the client.
If you have an alternate email address, send the canned disabled account text (see below) to them.
If you have no email but a telephone number, call them at an appropriate time (be conscious of their probable location and time zone from SOAIDEN) and relay all the information in the canned message to them verbally.
When they have changed their password put a Note verifying this in the ticket and escalate the ticket to Level 2 so the ISI group can re-enable the account. I usually say something like “Thanks for setting your password. I’m sending this to our Information Security group so they can re-enable your account. You should hear from someone shortly”. Then send it to the client and ISI will see it when they open the ticket.
Either ISI will notify them of an account being re-enabled or they will send the ticket back to the Service Desk for notification. Use Alternate Contact Information for notification.
The client will be enrolled in MFA automatically.
ISI sends an email to them with instructions.
If they use Webmail for their first attempt to reconnect to their email they will be forced through MFA setup without prior warning.

Potential Issues:
If Microsoft has also disabled the account for spamming when the client tries to send an email they will get a message “Your message couldn't be delivered because you weren't recognized as a valid sender. Make sure your sending address is set up correctly and try to send the message again. If the problem continues, please contact your helpdesk.” Let ISI know via a re-opened ticket assigned to their group so they can work with Microsoft.
If they can’t get into Webmail (symptom is they loop back to the signin page) they should clear the cache on their browser.

Canned Disabled Account Text:
Your Middlebury email account, client-username-here@middlebury.edu, has been disabled because it was compromised and was sending spam onto the network. This most often happens because you’ve responded to a phishing email claiming to be from the Administrators of the mail system wherein they ask you to respond with your username and password information. Please be aware that we would never send a message like that.

In order to re-enable your account we requirement that you do the following:

1. Change your password to a password you have never used before at http://go.middlebury.edu/activate. You will use your College ID number and your BannerWeb PIN to log into this utility. Please call us at 802.443.2200 if you need assistance with this.

2. When this is done, please check to see if you can get into your email account. If you cannot, please call me at 802.443.2200 (I am here Monday-Friday, 8:30am - 5:00pm) or reply to this message to let me know you have completed the password change.

I will consult with our Security Team and have them re-enable your account and let you know when it is done.

If you want assistance with the tasks above please go to the Walkin Helpdesk (LIB 202) and the consultants there will be happy to help.

[b]Please read the information about phishing at


to educate yourself so you will not be inconvenienced by an account lock out again.[/b]

I hope to hear from you soon!

Best Practices to Close a Ticket

a work in progress

Powered by MediaWiki