Message-ID: <27722185.1075840649602.JavaMail.evans@thyme> Date: Mon, 18 Dec 2000 23:24:00 -0800 (PST) From: michael.tully@enron.com To: portland.desk@enron.com Subject: New Portland Web Site http://westdesksupport/ Mime-Version: 1.0 Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: 7bit X-From: Michael Tully X-To: Portland West Desk X-cc: X-bcc: X-Folder: \mark guzman 6-28-02\Notes Folders\Discussion threads X-Origin: GUZMAN-M X-FileName: mark guzman 6-28-02.nsf Good Morning, Exciting News!! We now have a new Portland Web based IT incident & tracking application to replace the existing Westdeskitissues.mde Access application. The new Web based solution adds several key enhancements that will hopefully improve IT response time and improve our communications back to you when problems are resolved. Here are some of the key enhancments: 1. Ability to query outstanding & resolved issues. 2. IT problem/resolution knowledge base. 3. Web page that displays important IT contact information. 4. Automatic email notifications to resolution team members. 4. And much, much, more. For those of you who may be new to the office, or may have forgotten about the old Westitissues.mde application. This application is continuously monitored by the production support team for infrastructure (PC's, Monitors, terminal-server, LAN, WAN, etc) and application (Enpower, Portcalc, CAPS, etc.) problems or enhancements requested by users. This database is also summarized to capture metrics which are then used to evaluate the performance of the IT group. Here are the steps to using the new West Desk Problem Tracking System: New Login: 1. Go to http://westdesksupport/ 2. Click the Login button towards the bottom of the page. 3. In the UserName Box, Enter: ITWD. 4. For the Password type in: Password. 5. On the next Screen, fill out all the information. (Only certain fields are required, but filling out everything is preferable) 6. After Clicking the submit button, you are going to be asked to login with the new username and password you created in the New User Area. 7. Upon submitting, you will come to the main index page. Adding a WorkOrder: 1. On the Main index page, click on the link add incident to log under the heading of West Desk Links. 2. Fill out as much information as possible. For IT Contact, please enter appropriate contact, or if you are not sure, select mtully. 3. Select Priority. (This may be changed by IT) 4. Submit form. Note: For the description and response fields, you may use html tags for the formatting of text for display. The rest is pretty self explanatory. If you hover your cursor over a link or picture or text box, a texttip will appear and tell you what that link or textbox is for. Thanks, Mike Tully Trading Floor Support P.S. When entering a incident, there are two different types of "NEW Requests". One is New Request (Problem). This is used for reporting an error or problem with an application. The other is New Request (Enhancement) which is used for requesting an enhancement to an application.