School Dude Help Desk Instructions


Go to 

  • Enter your username and Password.  This will be the same as your computer login.

  • Click Sign In.

  • Once logged in, select the IT Request tab.

  • A new browser tab will open to the New Ticket tab.

  • Following any provided guidelines detailed in the instructions section, complete all required fields marked with a red line. 

  • Once all fields are complete, click on Create Ticket. 

 

 How to View Submitted Tickets and Made Edits

 

  • After the ticket is created, click on the My Tickets tab located to the right of the New Ticket button on the gray bar.

  • To edit created tickets, click on the pencil icon to the left of the ticket ID.

 

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  • From this view you have the ability to Cancel or Duplicate Ticket located at the bottom of the screen.

    • Cancel Ticket: This will cancel the ticket and alert the assigned Technician.

    • Duplicate Ticket: This will create a copy of the ticket if you need to make multiple tickets with similar issues.

 

How to Add an Attachment to a Ticket

 

In Help Desk, you have the ability to add jpeg and pdf files to tickets as attachments.

 

  • From the My Tickets tab, click on the pencil icon next to the ticket where you want to add the attachment.

  • On the ticket form, select the Attachments tab.

  • From the Attachments tab, click on New located at the bottom of the page.

  • Next, click on the gear icon next to Attachment.

 

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  • Click Browse, navigate to your attachment, and click on the Submit button.

  • After the file has been selected, provide a brief description for the attachment and click Save at the bottom of the screen.

How to Add a Note to a Ticket

 

Notes provide the ability for Technicians and Requesters to communicate and provide updates on the ticket.

  • From the My Tickets tab, click on the pencil icon next to the ticket where you want to add the note.

  • On the ticket form, select the Notes tab.

  • From the Notes tab, click New at the bottom of the page.

  • Enter the note in the open text field and click Save at the bottom of the screen.

 

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How to Change Your Home Screen in Help Desk

 

  • When first logging into the TechnologyEssentials platform, select the Home button in the top right corner of the screen.

  • Click on My Settings from the Available Actions menu.

In the Start UI from menu item field, select the screen you would first like to see when logging into Help Desk.