Message-ID: <15162035.1075843086188.JavaMail.evans@thyme> Date: Mon, 6 Dec 1999 07:57:00 -0800 (PST) From: csm@haas.berkeley.edu To: faculty@haas.berkeley.edu, staff@haas.berkeley.edu, eveningmba@haas.berkeley.edu, mba00@haas.berkeley.edu, mba01@haas.berkeley.edu, allphds@haas.berkeley.edu, undergrd@haas.berkeley.edu Subject: Haas Helpdesk on the Web Cc: cons@haas.berkeley.edu Mime-Version: 1.0 Content-Type: text/plain; charset=ANSI_X3.4-1968 Content-Transfer-Encoding: quoted-printable Bcc: cons@haas.berkeley.edu X-From: Haas Computing Services X-To: faculty@haas.berkeley.edu, staff@haas.berkeley.edu, eveningmba@haas.berkeley.edu, mba00@haas.berkeley.edu, mba01@haas.berkeley.edu, allphds@haas.berkeley.edu, undergrd@haas.berkeley.edu X-cc: cons@haas.berkeley.edu X-bcc: X-Folder: \Jeff_Dasovich_Dec2000\Notes Folders\Mba program X-Origin: DASOVICH-J X-FileName: jdasovic.nsf Can you really get help at the click of a button? With our new improved web based helpdesk system we are getting very close. Haas Computing Services (HCS) is pleased to announce the on-line Service Request System. Help is now just a click away at http://helpdesk.haas.berkeley.edu/ Book mark it now or, if on site, just type the word =0F"helpdesk=0F" in the "Location" or "Address" field of your= web browser and you'll be immediately transported to the Service Request System= . It couldn't be simpler=0F. no need for email delays, voice mail or busy signals. Phoning and email are now completely optional. Any Haas faculty, staff or student can now open and track his or her own service request on-line. As you launch the web site, you will need to sign in using your NT login and password. Once logged in, you can enter a request, check the status of requests, update your helpdesk user profile, view the entire job queue, or check the queue for your department. The system is intuitive and is described in detail on the homepage. A brief summary of the request entry process is included below. What=0F's different about this helpdesk system is that it puts the customer= in the driver's seat. You will be able to submit a request, or follow up on a request whenever you need to. Your request will be captured in the database in your own words so nothing is lost in translation. The web based system permits you to enter a request from anywhere you have access to a browser, even if your email is not working. It will permit you to see the entire history of your service request with the assigned technician's progress updates. You can also see requests made by other customers in your department or in the Haas community. What remains the same with this new system is the same high quality service provided by the support staff. You will still have a single point of contact for requesting technical services. Both Haas Media Services and the Marketing and Communications Web Team have joined HCS in using this system to track their service requests. Routine service requests will be assigned to a support staff member within one business day of entry. The person to whom the request is assigned will still be contacting the customer within one business day to initiate problem resolution. Higher priority requests will receive expedited service. To take advantage of this new system, customers must be HCS account holders (e.g. Haas students, faculty or staff) and have web browser capable of running java scripts. We recommend using either Netscape or Internet Explorer version 4.0 and above. Haas Computing Services staff have developed and tested a system that we believe suits your needs. We are pleased with the increased accessibility and heightened direct customer-to-technician interaction this new on-line system provides. We trust that you, our customers will also find the system useful and we welcome your feedback on how we can further improve our service. Entering a Request: Enter "helpdesk" in your browsers URL box or go to http://helpdesk.haas.berkeley.edu . Login using your NT Haas domain login and password. Click on "Enter Request". The system will default to your name, or you can enter the last name of another person for whom you need to enter a request. You'll need to enter a descriptive subject line and provide some details regarding the kind of service you need. After you have finished entering your request be sure to click the submit button at the bottom of the page. Once you request is submitted it appears in the helpdesk queue. From there our helpdesk operator will assign your request to the appropriate person.