How to use the Web Help Desk
ArtsIT uses an online help desk system. This Web Help Desk allows you to:
- to report a problem online
- view the status of a help request you have already logged
- view all the help requests you have logged
- edit your contact details
Login to the Web Help Desk
How to use the Web Help Desk
Instructions on how to login, log a request, change your password and use the interface.
To use the ArtsIT web help desk, you must first activate your account.
1. Go to the Web Help Desk login screen. Click on the 'Forgotten Password' button circled below
2. You will be taken to the following screen. Enter your university email address then press the submit button:
3. The following screen will appear. Click the 'return to login' button circled below:
4. Check your email. You should receive an email with your username and password. If you do not receive an email, please contact:
ArtsIT Hotline
Phone: 8344 0099
Email: hotline@ artsit.unimelb.edu.au
(Hotline hours 8:15am - 5:30pm Monday-Friday)
5. Go back to your web browser and enter your username and password in the login screen. Press the 'login' button.
Log a Request
6. You will be taken to a page (illustrated below) where you can log a help request.
- Choose from the 'Problem Type' dropdown and input your problem details into the 'Subject' and 'Problem Detail' boxes.
- Click 'Continue'.The screen will now expand, (not pictured) to list your work station details.
- You can fill in further information here if necessary.
- Click 'Save'.
You should now see a Thankyou! message on the screen, with your request sent to ArtsIT.
Other options are available by clicking the buttons in the top right screen. These buttons are explained below.
Button Interface Notes
History
All the help requests you have submitted are visible in the History module of the Web Help Desk interface. History can be searched by ticket number, status or problem reported. To view the details of a help request, click on its hyperlinked ticket number.
- Tickets that are not Closed or Cancelled can have Client Notes added or additional files attached.
- Closed and cancelled tickets are view-only and may not be edited.
- All other tickets can be cancelled using the "Cancel Ticket" button on the upper right corner of the ticket detail.
- An email response is generated for all updated and cancelled tickets.
FAQs
Here you can search the ArtsIT FAQ library, filtering your search by model, category, and question/answer text. Attachments are displayed under the Download column header. Here you can rate the effectiveness of each FAQ by selecting a rating value from 1 to 5 bullets. The average of all votes is dynamically re-displayed.
User Profile
Here you can update your profile. You can change your password, location, room and school. Simply update your details and click 'Save'.
Logout
Clients exit the application by clicking on the Logout button. Upon logout, they have the option of re-entering the application by selecting the “Return to Login” button.
If you have any further questions or problems, please contact:
ArtsIT Hotline
Phone: 8344 0099
Email: hotline@ artsit.unimelb.edu.au
(Hotline hours 8:15am - 5:30pm Monday-Friday)