Access & Identity Management Getting support for Athens / OpenAthens Aaron Wolf – athenshelp@eduserv.org.uk May2009

Accessing the Service Desk via the web Access Service Desk using your administrator credentials follow ‘Log a Query’ link from administration area https:// support.eduserv.org.uk/athens Responses will be sent to your registered administrator email address Keep this up to date!

Access Service Desk using your administrator credentials

follow ‘Log a Query’ link from administration area

https:// support.eduserv.org.uk/athens

Responses will be sent to your registered administrator email address

Keep this up to date!

The home page

Log a new Service Call Choose the closest topic for your query Allows Service Call to be assigned quickly to most appropriate support team

Choose the closest topic for your query

Allows Service Call to be assigned quickly to most appropriate support team

New Service Call

Tracking progress Three stages: Open – in progress, or awaiting a response Resolved – question answered / problem solved Closed – you have agreed it is resolved or no further response after 5 working days

Three stages:

Open – in progress, or awaiting a response

Resolved – question answered / problem solved

Closed – you have agreed it is resolved or no further response after 5 working days

List of Service Calls Short summary of each Service Call sort by date, status, etc.

Short summary of each Service Call

sort by date, status, etc.

View sub-administrators’ Calls If you have sub-administrators view their Service Calls add updates in your own name

If you have sub-administrators

view their Service Calls

add updates in your own name

Thanks Q&A

Q&A