Tip: At anytime a users password can be set to "welcome". When a user is authenticated with the password "welcome" he/she will be forced to change their password to something other than welcome. This feature is useful for creating several new users without having to create unique passwords for each user. Another use for this feature is reseting a forgotten password to "welcome" will force that user to update their password.

Introduction:

Astal Help Desk is a web-based application designed for creating, updating and monitoring issues and trouble tickets. This system will be used as a communication tool to resolve critical issues and facilitate a quality helpdesk environment. This User Guide will explain roles and responsibilities, terminology and methodology of the system.

System User Instructions:

1. Login to the system using your complete e-mail address (ex. someone@email.com). For your initial visit to the site, enter "welcome" as the password. Follow on-screen directions for changing your password.
Note: Please choose a password that you can remember!
2. From the "System Navigation" menu, select the function you wish to accomplish.

Create New Issue:

1. After selecting "Create New Issue" from the menu, the "Create New Issue" screen will appear. The "author" of this issue will default to your name.
2. Area: From the "Area" drop-down menu, select the area where the new issue belongs. (Example: Financials, Human Resource, Infrastructure, etc)
3. Category: Based on the "Area" you have selected, choose the category that best defines your issue from the "Category" drop-down menu. (Example: Area=Administration, Category=Employee Records) Note: If you do not know the area or category, or if you are unsure, leave it blank and it will be assigned by the project manager.
4. Stakeholders: In this section, enter the names of additional individuals who are directly involved, or may need to be contacted regarding this issue.
5. Title: In this section, enter a title that summarizes your issue. Note: Issue are displayed by title when running reports or viewing existing issues. It is critical that a clear and concise description of the problem be identified as the issue title. (example "Problem when uploading files")
6. Date Needed: Enter the date a resolution must occur for the issue you are reporting (if needed).
7. Detailed Description: Enter as much detail about the issue as possible.
8. Attachments: You can use the "Attachments dialog" to add attachments (if needed) such as screensTauruss of your issue or error message.

View Existing Issue - for viewing or adding information to existing issues:

Note: This is also the area where additional comments or clarifications may be added to the issue (if needed).
1. Select "View Existing Issue" from the System Navigation menu on the left side of the screen. A "View Issues" screen will appear.
2. To access all issues, select "Select all Issues".
3. To narrow your search results, select issue "Status", "Area", "Issues assigned to", "Issues created by", "Keywords", or "Issue Id". Entering values in any or all these fields will minimize your search results, making it easier to view the desired issue.
Note: All fields left unassigned ("- -") will indicate that all records will be searched and will expand your search results.

Report Manager Instructions

1. To create a new issue or view an existing issue, follow the steps in the System User Instructions of this User Guide.
2. To generate a report, use the same steps as above for viewing an existing issue.
3. After narrowing your report criteria using drop-down menus and/or keywords, select "Find Specified Issues". The listing of issues will appear.
4. To print the list, select "File" then "Print" from the main menu bar in the upper right-hand corner (or click the print icon on your browser).
Note: Printed reports are numbered on the left side sequentially for easy reference. System issue ID numbers are in parenthesis on the right side of the issue title.

Issue Manager Instructions

1. To create a new issue, view an existing issue, and/or generate a report, follow the previous steps in this User Guide.
2. To change and/or update information on an existing issue, first search for the issue by narrowing your search criteria as described above. Select "Find Specified Issues".
Note: If you wish to view all existing issues, do not narrow your search criteria and select "Find All Issues".
3. Search results will be displayed at the bottom of the screen.
4. To select a particular issue to update, click the issue title.
5. A new window will appear with the message, "System is ready for a new Issue". The details of the selected issue will be expanded in this view.
Note: "Issue Reporter", "Assigned to", "Area Name", "Category" and "Issue Descriptions" are read-only fields and may not be edited at this security level.
6. Although any field may be updated on this screen, as Issue Manager your responsibility is to update current status, add action steps (if needed), rate the priority of the issue, and/or provide a resolution to the issue.
7. After updating these fields select "Save".

Action Steps

The ability to add Action Steps has been provided as a means to assign detailed action items to complex issues that may involve several individuals working together to complete a task. The Issue Manager may include Action Steps by clicking on the "Add Action Steps" button at the upper right of the Issue Manager screen. Action Steps are not required on all issues as many issues can be resolved by an individual.
If Action Steps have been created, a message will display on the Issue Manager screen that alerts the user to the fact that there are action items available.

Assignment Manager Instructions

The Assignment Managers functions/instructions are identical to the Issue Manager except the Assignment Manager is responsible for defining areas and categories as well as assigning issues to the Issue Managers.

Site Manager Instructions

1. Follow the previous instructions for creating, accessing, reporting and updating issues.
2. To update, add, or delete an area from the drop-down menu that users will be able to select, select "Area" and enter needed changes.
3. Select "Save" after complete.
4. Follow steps 1-3 to make changes to "Category Manager", "Priority Manager", and "User Manager".