Log in at WWW.RHD.ORG/ITHELP
Revised: 12.22.04
The purpose of this guide is to get you started with the RHD Web-based IT Help Desk. Click the underlined links below to jump to a section of this guide. Use the Back button on your browser to return to the table of contents.
You may download a printable version of this guide in PDF form (1.5mb) by clicking here.
Searching the Solutions Database
How do I create a request if I can’t use my computer?
I can’t see the full description of the resolution in the Work Order window
Questions, Comments, and Feedback
The purpose of this document is to introduce the RHD Information Technology Help Desk and to help you understand how to use it.
A help desk is a center providing a service to internal or external callers to facilitate the use of their technology assets.
In our specific case, it will serve as the method for requesting technology help, support, advice, and service from RHD’s central office Information Technology department
IT support for programs and departments at RHD has been handled somewhat informally. And for many, this has worked well. But the continued growth of RHD and the rate of that growth have made providing support in an organized and timely manner more challenging.
By implementing a help desk system, we hope to:
· Identify new service and technology needs so that we can proactively provide the technologies, support, and services that RHD programs and departments need.
A few people have expressed concern that the Help Desk will create an impersonal barrier between them and the IT staff that have supported them. We have no intention of eliminating personal service. In fact, because the Help Desk will allow us to better manage requests, we believe you'll have better and more personal attention when you most need it.
The software we have chosen, Track-It!, provides the following features for users:
Don't want to read the entire guide? You can get started quickly by following the steps below.
To begin using the RHD IT Help Desk to request IT help:
1. Point Web browser to http://www.rhd.org/ithelp (or click this link)
2. If you do not have a log in, enter DESIRED user name, click “Sign In.”
3. Enter your Full Name and then your DESIRED password twice (password and confirm password). Remember your user name and password for future use! If you forget either, you’ll have to call for help.
4. Click “Run Audit” on the left to run an initial system audit. Note that the audit process will audit whatever machine you are using when you run the process, so you should run it from your work PC.
5. Click on “Search the solutions database.”
6. Type a question and click “Ask” to look for an existing solution to the issue you're having OR click “New Request” to create a new help request.
7. Complete the request form with as much detail as possible, using the instructions on the form to guide you.
The help desk application is Web-based. To access it, you’ll need the following:
· Web Browser: Microsoft Internet Explorer 5.5 or higher. Your security settings must allow ActiveX applications to be downloaded and run. You may trust these from Intuit, which makes the help desk software. Popups must be enabled for the RHD Web site.
· Internet Connectivity: dial-up or high speed Internet connection (Cable, DSL, T1)
· Video Resolution: 800x600 or 1028x768, 256 colors
To log in, enter the following address in your Web Browser:
You will see the main login screen.
A. To Log in Without a User Account—First Log in
If you do not have a user account, you may create one by entering your DESIRED user name and password in the fields shown above. When you click “Sign In,” you will see the following screen:
1. Enter your full name in the field labeled “Full Name.”
2. Type your DESIRED password in the “Password” field, and then type it again in the “Confirm Password” field.
3. Remember your username and password because you’ll need it for future log ins!
B. To Log In with a User Name and Password
Once you have created a user account, or if one has been created for you by the IT department, you may log in on the main login screen as follows:
Performing an Initial System Audit
The first time you log in, you need to run an audit of your PC so that we can get an initial picture of your working environment to better support you, and to correctly associate your PC with your username. The whole audit process takes less than 5 minutes to complete.
Announcements that affect large numbers of users can be posted here by the IT staff so that users know in advance when certain systems are down for maintenance, etc. Users should check these messages each time they log in.
Users can run an audit of the machine they’re logged into by clicking this, usually at the request of IT staff. The audits help IT staff diagnose problems and fix them.
Users can look for immediate help. This is an important step for several reasons.
Users can see a full history of requests made, with solutions and resolution attached.
Users can also check the status of pending requests. This should reduce frustration resulting from trying to get status updates via the phone, and frees IT staff to focus on solving problems rather than providing status reports.
Track-It! functionality includes the ability to capture detailed information about hardware and software configurations on individual PCs, allowing IT staff to more rapidly assess the causes of problems. By clicking on this function, users can see this detail.
See details about your account, including username, program or department, location, etc. Users can also change their passwords here.
Searching the Solutions Database
When users need help, we ask that they first try searching the solutions database. Even if you don’t find what you’re looking for, searching is important because it tells us what help you need so that we can provide it for others in the future.
Questions may be formulated in plain English.
To search the solutions database:
New requests may be created by clicking the “New Request” button located in the Solutions section.
If you’re submitting a New Request with an account you have used before, you’ll see that many fields are already filled in for you, and some can only be filled in by the IT staff.
Please complete the following fields:
| Field |
Description |
| Summary |
Provide a short description of your problem or request |
| Call-back Number |
Provide a phone number where we can reach you to discuss this issue. |
| Alt. Email Address |
Provide an email address where we can reach you |
| Type |
Select request type from the drop downs. Note that each selection determines what options are available for the next selection. Please try to pick as accurately as possible. If you cannot find selections that match your issue, simply choose “Other” in the first drop down. |
| Priority Please choose this carefully according to the following criteria:
Target Response Time = The target time for the IT department to initially respond to your request by phone or email Target Resolution Time = The target time for the IT department to resolve your issue |
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| Due Date |
Choose from “ASAP,” or request a specific due date. Again, please help us to help you by providing an accurate assessment of the deadline by which you must have the issue resolved. You may provide a detailed explanation in the “Description” section. |
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| Description |
Please try to provide as much detail as you can. If you’re experiencing a problem, please try to describe the steps that led up to the problem. If you tried to fix the situation, please tell us what you tried and what happened. The more you provide, the faster we’ll be able to resolve your issue. |
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Using the Web interface, you may check the progress and status of open requests, and see a complete history of all requests you’ve made:
To view details of a specific work order, click the work order number.
When viewing the details (below), you’ll see resolution and progress notes in the “Resolution” field. You can also add an attachment (pictures of screens, error messages, etc.) to an existing work order here using the link at the bottom of the page.
Track-It! also keeps track of hardware and software, and automatically audits your PC periodically. These details help the IT department resolve problems with your PC. If you select this option, you can view details about your configuration, software, and hardware:
This option allows you to see details of your account, and to change your user password. To change your password, click the “Change Password” link.
How do I create a request if I can’t use my computer?
An excellent question! If you cannot get to the Help Desk Web page, or if your computer is totally disabled, please try the following:
When in doubt, you can use the “Other” type. We ask that you try to find the most appropriate categories, because this helps us get your request to the right support people. If we find that we’ve omitted a useful type, we’ll add it to the selection list.
I can’t see the full description of the resolution in the Work Order window.
The description and resolution fields are visible when you select a specific Work Order through the “Manage Your Work Orders” menu option. When the there’s more information available than you can see in the field window, you can scroll down the length of the field by dragging the scroll bar at the right of the field. You can also click on “Print this Work Order” at the top of the Work Order. When you print a work order, the fields will be fully visible.
We look forward to your input about how we can better serve you.
Please feel free to call RHD’s Chief Information Officer, Tim Johnston, at 215-951-0300 x 3193, or email him at timj@rhd.org with any questions, comments or suggestions you may have.