Implement Online Help Desk Event Tracker


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PowerPoint set used during webinar to introduce the Event Tracker helpdesk feature.

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Implement Online Help Desk Event Tracker

  1. 1. Implement an Online Help Desk Using Event Tracker
  2. 2. You will learn how to: • Login to TechAtlas and access Event Tracker • Create an event record • Provide library staff with access to an Event Form • Search and sort existing records • Update and mark events as Resolved
  3. 3. What is Event Tracker? • Help desk tool built around reported “events” broadly defined as: – Bugs – Errors – Hardware, software, network, or e-mail issues – Changes (hardware upgrades, etc.) – Requests of any sort (software installation, scheduled maintenance, etc.)
  4. 4. Why Use Event Tracker? • Events can be linked to inventoried equipment in TechAtlas. – Can group equipment by Library Location (branches or areas within a library) – Creates customized help desk tool for your library. • Library staff can log events – Don’t need your TechAtlas account password. – Fast and direct reporting to Tech Support staff • Problem/resolution status can be emailed to staff • Save “old” events to build a technical knowledge base for your library.
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  6. 6. Suggested Workflow 1. Create Library Locations in Inventory section 2. Inventory technology in your library using the inventory tools. 2. Inventory networks, computers, software and other technology 1. Create Library Locations
  7. 7. Setup Tech Contacts 3. In the TechAtlas account Profile, enter an e-mail address for your Tech Contact(s). A. Click Profile B. Enter email(s) of staff who should receive notification of “events” and will manage technology issues in Event Tracker.
  8. 8. Get Started 4. Open Event Tracker and begin using A. Open Tools & Report page B. Click Event Tracker
  9. 9. Create a Record Using the Event Form Click Add New Event to access the Event Form • Event records can be created while approved users are logged into TechAtlas • Library staff can add records via a link to the form without needing your login information.
  10. 10. Creating an Event Record-While Logged In 1. Library Locations you created 1 2. Your library’s 2 inventoried technology 3 or generic categories (Computers, Network, 4 Peripherals,…) 3. ID general type of event from list: • Bug, Error, Hardware, Software, Network, Change, Email or Request 4. Enter detailed description of problem
  11. 11. Creating an Event Record-While Logged In 5. Defaults to Primary Contact name in account Profile. • Edit to reflect name of user, if needed. 6. Enter contact email for 5 future follow up. 6 7. Displays date/time event 7 is reported.
  12. 12. Creating an Event Record-While Logged In 8. Status is marked Unresolved by default when first created. • Tech Support can change status when event is resolved. 9. Resolution text can only be entered by Tech Support when logged into TechAtlas. • Keep this information to create historic 8 knowledge base 10. User can request status 9 updates. 10
  13. 13. Event Form Access for Library Staff Library staff can report issues without logging into TechAtlas • Create a link to the Event Form on: – Your library intranet – Each computer desktop • Email library staff a link to the form with an explanation of use
  14. 14. Launch Event Form Event Tracker provides: a. Customization options b. Event Forms by Library Location a b
  15. 15. Staff Event Form • Event Form accessed off-line is slightly different from that used when logged into TechAtlas 1. Add a custom welcome to staff on form 1 2. Staff can view and search existing 2 records before submitting a new one 3. Clicking Send adds the event to the Event Tracker list of records and sends an email to Tech Support. 3
  16. 16. Event Records = Knowledge Base 2 1 3 4 1. Click icons to sort by Event Type Marked 2. View/sort by equipment name/type Resolved 3. Sort by date issue was Last Updated 4. Original Description of Problem displays in black text. • Resolution text entered by Tech Support and date stamp display in green
  17. 17. Event Records Sort and search list of events 1. Hide/show 1 resolved 2 issues 3 2. Use Search 1 to find issues 5 containing common text 3. Sort by Event 4 Type 4. Sort by location 5. View by name of user reporting the event
  18. 18. View/Edit 1 Tech Support reviews and updates event records 1. Click View/Edit 2 2. Review details of event record – Troubleshoot and take action as needed. 3. Notify others of this issue &/or; 3 resolution by email, when needed. Mark Resolved 4 4. Update status when resolved when issue is 5. Describe resolution or status, closed 5 if work is in progress
  19. 19. Other Useful Features • View event history on inventoried Computer Profile page Event Tracker history for this computer • You can download a spreadsheet of your events (CSV format).
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  21. 21. Thank you for joining us today.