A-MAX IT HELPDESK TRAINING GUIDE

Ticketing & Troubleshooting Steps

Version 1.0

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Table of Contents

Guide to Filling out and Submitting Work Order Requests .......................................................................... 2

Introduction .............................................................................................................................................. 2

i. Filling in a Work Order Request ............................................................................................................. 3

ii. Example 1: Tickets with insufficient information .................................................................................. 4

iii. Example 2: Tickets with insufficient information ................................................................................. 4

iv. Example 1: Tickets that are properly filled in ....................................................................................... 5

v. Example 2: Tickets that are properly filled in ........................................................................................ 5

Guide to Troubleshooting Common IT Related Issues ................................................................................. 6

Introduction .............................................................................................................................................. 6

i. Finding your computer name ................................................................................................................. 7

ii. Resolving Printer Issues ....................................................................................................................... 10

iii. RoboForm ........................................................................................................................................... 15

iv. Setting up Remote Desktop Session using SplashTop ........................................................................ 18

iv. Accessing the F Drive .......................................................................................................................... 20

v. Resolving scanner issues ..................................................................................................................... 22

vi. Resolving InsurancePro Issues ........................................................................................................... 24

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Guide to Filling out and Submitting Work Order Requests

Introduction

To reduce the turnaround time for unresolved tickets assigned to the IT Helpdesk, a guide has been developed for submitting Helpdesk Work Orders. This guide provides the steps to properly capture the pertinent details of your request or issue. The aim of this guide is to facilitate the use of proper documentation techniques in a clear and concise format.

Screenshot for Work Order Request

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i. Filling in a Work Order Request

Emp ID: 1245, Stemmons FWY, Internet Connectivity Issues on Computer

Unable to connect to the internet on Computer Name: Desktop-18735QU

I.T

Select priority based on urgency of the request

There is a yellow symbol over my internet connection. My internet has been unable since 9:00a.m today. I am the only user unable to access the internet

Stemmons FWY

Clear & concise title. Include: EmployeeID, Location, short description of issue/request

Detailed description of the problem

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ii. Example 1: Tickets with insufficient information

iii. Example 2: Tickets with insufficient information

Title should include: EmployeeID and short description of issue/request

No description of the problem with the current monitor was provided

Title does not provide detail on what program/software is being used

More detail is required regarding what program is being used

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iv. Example 1: Tickets that are properly filled in

v. Example 2: Tickets that are properly filled in

A precise title for the request has been provided

A detailed description of the request has been provided

Includes EmployeeID and clear title

Details on Employee provided along with a precise description of the problem

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Guide to Troubleshooting Common IT Related Issues

Introduction

There are issues that can be resolved before contacting the IT Helpdesk for assistance. This guide provides the primary steps that can be taken by the user to resolve issues before contacting the helpdesk. After following these steps and your problem persists, contact the Helpdesk for assistance.

The topics covered in this guide are:

Finding your computer name

Resolving printer issues

RoboForm

Setting up remote desktop session using SplashTop

Accessing the F Drive

Resolving scanner issues

Resolving InsurancePro issues

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i. Finding your computer name

Short Cut using Keyboard: Hold &

System screen will pop up as shown below and location of Computer Name highlighted.

Computer Name

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1. Alternative steps to finding computer name: a. On a Windows 8 or above

i. Hit Start button ii. Right Click on This PC Select Properties

Screenshots depict alternative steps to finding Computer Name

Step 2: Right Click on This PC and select Properties

Step 1: Click Start, navigate to This PC or enter This PC in the search field.

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Computer Name

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ii. Resolving Printer Issues

1. Clearing Printer Queue – Windows 8 or higher a. Click Start b. Devices & Printers, if you cannot find Devices & Printers, Enter Printers & Scanner in the

Search bar next to Start and Select Devices & Printers. c. Right Click on the Printer that needs troubleshooting Select See what’s printing d. Right click on the files in the print queue, Select Cancel e. Once all files have been cancelled, try to print again

Screenshots depict steps to clearing the Printer Queue

Step 1: Click Start, Devices & Printers or enter Printers & Scanners in the search field

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Step 2: Select Devices & Printers from the list

Step 3: Right Click on the Printer and Select See what’s printing

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Step 4: Right Click on the Print Job and Select Cancel

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2. Resetting Brother Printer Drum

a. After replacing the Brother Printer Drum i. Reset the Drum by following these steps

1. Open the Front Cover 2. Press & Hold Clear for 2 seconds 3. Press the Up-arrow key or 1 4. Close the Cover 5. Repeat steps if necessary

Screenshots depicts the steps to resetting the Brother Printer Drum

Step 3: Right click on the Printer, Select Remove Device

Step 1: Open the Front Cover

Step 2: Press & Hold Clear for 2 seconds

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Step 3: Press the UP-arrow key or 1

Step 4: Close the Front Cover

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iii. RoboForm

1. For Password Resets a. Provide details on the Employee ID, Location, Carrier or Program the password reset is

required for.

2. Unable to find a Carrier or Location in RoboForm a. Verify the version of RoboForm is up to date

i. Click on RoboForm Icon from your browser or desktop app ii. Select Help

iii. Select About b. If updating version does not solve this issue, Contact the Operations Department for

assistance.

Screenshots depict steps to verify RoboForm Version

Step 1: Click on the RoboForm Icon, Select Help

Step 2: Click on About

Step 3: This will let you know if you need to update the version

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3. Unable to login to RoboForm a. Check that the date & time on your computer is up to date b. Sync RoboForm

i. Close all browsers, including RoboForm app if it is open ii. Re- open browser and hit the Sync button as shown in the image below

Screenshot below shows where to sync RoboForm

4. Unable to see RoboForm in Internet Explorer browser a. Right click on the browser window b. Select RoboForm Toolbar c. Select enable

Screenshots below display how to enable RoboForm in Internet Explorer

Step 1: Select Sync

Step 1: Right Click in this area

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Step 2: Select RoboForm Toolbar from the list

Step 2: Select RoboForm Toolbar from the list

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iv. Setting up Remote Desktop Session using SplashTop

1. Downloading SplashTop a. Use the URL link SplashTop Download b. Select Device from list to begin download c. Launch the downloaded program d. Give the 9-digit number to Helpdesk support

Screenshots below display the steps to downloading splashtop on your device

Step 2: Select Device from the list to begin download

sos.splashtop.com

Step 1: Type this URL to get to the download page

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Step 3: Provide this number to Helpdesk Support

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iv. Accessing the F Drive

1. Unable to access the F Drive a. Select Computer Folder from your taskbar b. Click on the (F:) Drive

i. If unable to click on the (F:) Drive, ensure that the Main Computer is turned On c. Select Folder you are trying to access

Screenshots display the steps to accessing the F Drive

Step 1: Select the Computer folder from your taskbar

Step 2: Select the F Drive

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Step 3: Select the folder

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v. Resolving scanner issues

1. Finding scanner a. Open PaperPort b. On the Desktop tab, select Scan Settings c. Click Select d. From the Available Scanners window: Select Scanner e. Select f. Select Scan

Screenshot depicts the steps to finding a scanner on PaperPort

Step 1: Select Scan Settings

Step 2: Click Select to choose a scanner

Step 5: Hit scan to begin the scanning process

Step 4: Select the scanner from the list

Step 3: Click Colour to display document

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2. For images that scan with lines and dots a. Clean the feeder in the scanner

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vi. Resolving InsurancePro Issues

1. Missing reports and InsurancePro running slow a. Rebuild the Data Cache

i. Open InsurancePro ii. Click Online Storage

iii. Select Rebuild Data Cache iv. Close off InsurancePro, then Log back in

Screenshots show the steps to rebuilding the data cache in InsurancePro

Step 1: Click on Online Storage

Step 2: Select Rebuild Data Cache

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Step 3: Process completed, Exit and Login again