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General
Q)
Can MyTechDesk be used by organizations other than schools?
A)
Absolutely! MyTechDesk can be used by any school, business, organization or group wishing to manage work order requests. However, the free version is only available for schools.
Q)
Can MyTechDesk be used to manage any type of work order request?
A)
Yes. We've had agencies using MyTechDesk for their building and grounds staff to keep track of work and help them manage their projects successfully. Anyone wanting to get organized in managing their work orders will benefit from MyTechDesk.
Q)
I have an account but for some reason I can't log in. What could be wrong?
A)
If you are having difficulty logging in as staff, be sure that you are not attempting to log in at the requestor login page. Similarly, if you are a requestor, be sure that you are not attempting to log in at the staff login page. Also, check to be sure cap locks is turned off on your keyboard.
Q)
What are the advantages of enabling end-user ticket submission?
A)
Enabling end-user ticket submission allows managers and staff to focus on ticket management and problem resolution rather than data entry. It also allows end-users to check the status of their ticket without needing to contact support staff.
Q)
Once a ticket number has been created, can it be changed?
A)
No. The ticket number is used by the system in the same way as a record ID number is used in any database. Ticket numbers are auto-generated by the system and cannot be edited.
Q)
I am setting up my group account and entering my sub-groups, locations, categories, and custom fields. Is there a limit to how many of these options I can define?
A)
In this version of MyTechDesk there is no limit to the number of sub-groups, locations, categories you may define. The number of custom fields you can define is limited to five.
Group Manager
Q)
I am trying to add new staff but the system won't let me. Why?
A)
The number of staff members allowed depends on the terms of your MyTechDesk license. In the Lite version, the number is limited to group manager plus three staff. In the full version, the number is limited to group manager plus five staff, and additional blocks of five staff may be purchased. California schools qualify for 30 staff accounts at no cost, as a service provided by the California Department of Education's TechSETS project. Note: The number of requestors is unlimited whether you use the Lite or Standard version of MyTechDesk.
Q)
Does MyTechDesk have the ability to allow staff to make their own ticket assignments?
A)
Yes. Staff is presented with a list of unassigned tickets at login and may self-assign tickets.
Q)
We have created a group but now want to change the group manager. How do we do this?
A)
Once a manager has been created for a group, the group manager may not be changed. If your group manager needs to be changed, contact ICOE.
Q)
Is it possible for the group manager to set different access privileges for requestors?
A)
No. In this version of MyTechDesk all requestors have equal access rights to the system.
Q)
Once a ticket has been assigned to a support staff person, can the assignee be changed?
A)
Yes. All fields (other than the ticket number) that appear on the ticket record may be changed, and any staff may change them. Requestors may even go in and change (some of) the ticket field data.
Q)
Can the group manager read messages I send to another staff member?
A)
No. A group manager can only access messages that are sent to him or her. In the area of messaging the group manager's access rights are no different than a staff member's access rights.
Q)
Can I delete a staff account after that account has been used?
A)
Sometimes it is necessary to delete a staff account in order to make room for another staff member, since your license limits the number of staff. This may take some effort depending on how many tickets the staff member to be deleted has been assigned. First, view tickets in list view and filter by selecting the staff member's name in the field Assignee. This will show all tickets assigned to that person. Next, open each ticket and change the assignee to another staff member. Next, go to Options/Manage Group/Staff and select that staff member's name. Click on the Delete Account link.
Q)
How do I delete a sub-group, location, category, and custom field?
A)
All of these objects possess the property that they may not be deleted if in use by the system. Before you can delete any of these you need to edit all tickets that use it. First, view tickets in list view and filter by selecting the sub-group, location, category, or custom field name that you want to delete. This will show all tickets that contain an assignment to that sub-group, location, category, or custom field. Next, open each ticket and change its assignment. Next, go to Options/Manage Group and select the appropriate option. From within the screen select the item you want to delete. Click on the Delete link to delete the item. If the Delete link is dimmed this indicates that there are still records in the database that contain that item. Repeat the process until the link is no longer dimmed, then delete the item.
Staff
Q)
I need to log in as Staff but seem to be stuck at the Requestor Home page. When I click on the Login button it just brings me back to the Requestor Login. How do I get to the Staff Login page?
A)
From the Requestor Login screen click the Home button to go to the Requestor Home screen. From there click on the link to MyTechDesk Home.
Q)
Who creates my staff username and password, the group manager or me?
A)
The group manager creates your staff username and a temporary password. At your first login you are required to change your password. Neither you nor the group manager may change your username.
Q)
I am a staff member and the link to one or more of these links in Options/Manage Group is dimmed: Group, Sub-groups, Locations, Staff, Requestors, Categories and Custom Fields. Why?
A)
Your group manager has not given you access to these resources. Contact your group manager and request the necessary access rights.
Q)
I am a staff member and want to run some reports, but the link to Reports is absent from my menu. Why?
A)
Your group manager has not given you access to the Reports area. Contact your group manager and request the necessary access rights.
Q)
I am a staff member and I want to add a file to the server for other staff in my organization to use, but the link to File Storage in Options is dimmed. Why?
A)
Your group manager has not given you access to the File Storage upload area. Contact your group manager and request the necessary access rights.
Q)
I am a staff member and I forgot my password. Can my group manager re-set my password to a default setting so I can go in and re-enter a new one?
A)
Yes. The group manager may reset your password to a random text string so that you may log in using the new password. After logging in you should choose a new password.
Q)
I tried to add time to my ticket by entering one hour in the Time Spent box and then saving the ticket. But the system didn't pick up the added hour. What's wrong?
A)
Did you also enter some text in the Response box? The system is designed to ignore any time added unless something is also added in the Response box. The idea is that you should add time spent when you enter activities in the Response box.
Q)
I tried to add a note in the Response box about something that doesn't really have any time associated with it, but the system won't let me save the ticket without entering a time spent. What should I do?
A)
Just enter a zero in the Time Spent box and then click Save. The system works this way to help staff remember to record their time spent on a ticket (and we all know how easy it is to forget this!)
Q)
I mistakenly entered 15 hours instead of 15 minutes in the Time Spent box. Is there a way I can correct this?
A)
Yes. MyTechDesk includes the ability to enter negative times in the Time Spent box. In order for the system to accept the adjustment, you will need to enter a note in the Response box to explain the correction.
Q)
I notice that any staff member may edit any field in any ticket including those assigned to me. Someone could mistakenly edit fields or alter my time or responses. Is there a way for me to lock other staff out of my ticket?
A)
Not at this time, however, this capability may be built into future versions if ICOE receives sufficient requests for this feature.
Requestor
Q)
Who creates my requestor username and password, the group manager or me?
A)
Requestor usernames and passwords work differently than do staff usernames and passwords. As a requestor you create both your username and password, whereas the group manager creates usernames for staff. If the group manager creates your requestor account, the account does not become enabled until you personally go into the system and create your usernames and password.
Q)
Once I create my requestor username and password, may I change it?
A)
Your username may not be changed but your password may. Log in as requestor and click on the Change Password link.
Q)
I am a requestor and I forgot either my username or password. What should I do?
A)
Call your group manager. The group manager can tell you what your username is, but not your password. The group manager can reset your password to a random text string so that you may log in using the new password. After logging in you should choose a new password. Usernames are not editable. However, if there are no tickets currently requested by a requestor, that requestor account can be deleted from the system and a new one created.
Q)
I have a requestor account and am trying to log in but forgot my organization's groupname. How can I determine the groupname of my organization?
A)
If your organization appears on the Group Directory you may obtain the groupname from there; if not, contact your group manager for this information.
Q)
I am an end-user and want to submit a ticket. I am at the group directory screen and have clicked on my organization, and now I need to enter the group password. How can I determine the group password for my organization?
A)
Contact your group manager for this information.
Q)
I am a requestor and I have just submitted an urgent incident. I assigned "high" importance to my ticket. How do I know that the technical support staff will make my ticket high priority?
A)
Requestors cannot set or even see the priority that technical staff assigns to the incident. As a matter of practice, staff will most likely use the importance that you attach to the incident as only one factor in assigning the priority of resolution. You may want to describe any urgency issues in the Description field in order to convey more information about the importance of your problem.
Technical
Q)
Is it possible to import data from my current help desk system into MyTechDesk?
A)
Not at this time, however, this capability may be built into future versions if ICOE receives sufficient requests for this feature.
Q)
Why are usernames not editable?
A)
Usernames are used by the system as key fields. Once a record has been created that contains a username in a field, key field data cannot be changed without violating database integrity.
Q)
Is there a way for us to use our own numbering system?
A)
Not at this time, however, this capability may be built into future versions if ICOE receives sufficient requests for this feature.
Q)
Is there any way for me to work off-line and then sync my work to the system later after going back on-line?
A)
No. Since the system is web-based with no client software running (except the web browser) you must have an active connection to interact with the system.
Q)
Some of our end-user requestors are still using Netscape Navigator 4.x, which you say is not supported by MyTechDesk version 2.0. What should we do?
A)
MyTechDesk doesn't function properly with Netscape Navigator 4.x due to some of the interface and JavaScript functionality, so we require users to use it with Netscape 6.x or higher.
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