Getting support for OpenAthens
-
Upload
eduserv -
Category
Technology
-
view
736 -
download
0
Transcript of Getting support for OpenAthens
![Page 1: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/1.jpg)
Access & Identity ManagementGetting support for Athens / OpenAthens
Aaron Wolf – [email protected] May2009
![Page 2: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/2.jpg)
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!
![Page 3: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/3.jpg)
The home page
![Page 4: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/4.jpg)
Log a new Service Call
• Choose the closest topic for your query
• Allows Service Call to be assigned quickly to most appropriate support team
![Page 5: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/5.jpg)
New Service Call
![Page 6: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/6.jpg)
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
![Page 7: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/7.jpg)
List of Service Calls
• Short summary of each Service Call– sort by date, status, etc.
![Page 8: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/8.jpg)
View sub-administrators’ Calls
• If you have sub-administrators– view their Service Calls– add updates in your own name
![Page 9: Getting support for OpenAthens](https://reader036.fdocuments.us/reader036/viewer/2022062522/587ff65f1a28ab3a1e8b50e1/html5/thumbnails/9.jpg)
Thanks
Q&A