KBOX WORK ORDER SYSTEM-END USER DOCUMENTATION SAMPLE WORK ORDER

Transcription

1 Page 1 of 5 KBOX WORK ORDER SYSTEM-END USER DOCUMENTATION SAMPLE WORK ORDER SUMMARY OF PROBLEM: Type a brief description of the problem. CATEGORY: From the drop down select a category for the problem. If the issue is a CCS application a second window will open. Select the application from the list. If it does not appear choose other. SITE LOCATION OF PROBLEM: From the drop down choose your location. ROOM NUMBER/LOCATION: Type your room number, office number or location in the building. CONTACT PHONE NUMBER: Type a phone number where you can be reached by a technician if needed. IF THIS IS A ISSUE/PROBLEM WITH THE COMPUTER HARDWARE PLEASE ENTER SERVICE TAG/SERIAL NUMBER HERE: If YES, PLEASE TYPE THE SERVICE TAG/SERIAL NUMBER HERE: Type the service tag/serial number in the space provided. Where is the Service Tag/Serial Number? Refer to the Knowledge Base for documentation on how to locate the Service Tag/Serial Number on your computer. ALTERNATE CONTACT INFO: (Optional) Enter another person associated with the issue. COMMENTS: Type additional information that might be helpful to the TF or Technician regarding your problem. ATTACHMENTS: (Optional) Use this to attach a file is necessary. For example: if you have an issue with a Word document you have the option to attach the file to the work order.

2 Page 2 of 5 PLEASE READ BEFORE YOU SUBMIT A WORK ORDER 1. If the Internet is down, you will not be able to submit a work order. Record the problem and either wait till Internet is restored or contact your Technology Facilitator or call the Help Desk. 2. You will not be able to submit a work order if you cannot login to a computer using your Active Directory Credentials. Record the problem and contact your Technology Facilitator or call the Help Desk. 3. If you are unable to submit the work order using your main computer please write down the Service Tag/Serial Number and go to a computer that is working in your building and submit the work order. SUBMIT A WORK ORDER 1. Open your Internet Browser and type the following into the address bar: 2. Type your USERNAME AND PASSWORD. 3. Create a work order by clicking the NEW button. 4. The NEW TICKET screen appears. 5. Type a Summary of the problem. 6. Choose a Category from the drop down menu. 7. Select a Location from the drop down menu. 8. Type the Room Number/Location. 9. Type a Contact phone number where you can be reached. 10. Type the serial/service tag number. If the device with the issue has a serial or service tag number type the number in the space provided. 11. Type any Comments you have regarding the problem (Optional). 12. Include an Attachment by adding it to the work order (Optional). 13. Click the SAVE button, to submit the Ticket. 6. Choose A Category To view a list of CCS software choose CCS applications and a second drop down will open. Choose the software from the list.

3 Page 3 of 5 SUBMIT A WORK ORDER 14. The page will refresh and you will see the TICKET CONFIRMATION page. 15. At this point the work order is submitted. 16. The next step is the work order will be assigned to a Technology Facilitator or a Technician from the Technology Department. You will receive an message when the work order is closed. 17. Scroll to the top of the page and click the LOGOUT button (Located in top right corner). THE WORK ORDER TICKET NUMBER IS VERY IMPORTANT!!!! The Ticket Number will serve as the Reference Number for the work order. You do not have to manually record the Ticker Number. You can access the work order information anytime.

4 Page 4 of 5 KACE WORK ODER HOME SCREEN 1. TICKET NUMBER: This is a unique number that is assigned to a work order. The Ticket Number is the main reference point for the work order. 2. CREATED: The date the work order was put into the system. 3. SUMMARY OF PROBLEM: User types a summary of the problem. 4. PRIORITY: Importance of the work order. 5. STATUS: Identifies where the work order in the system. 6. SUBMITTER: Person that submitted the work order in to KACE. 7. OWNER: Person that will manage the work order. 8. SITE LOCATION OF PROBLEM: Location of the work order. 9. SEARCH/ADVANCED SEARCH: Allows user to search for a specific tickets in the system. CHECK THE STATUS OF A WORK ORDER 1. Login to KBOX and click the HELP DESK TAB. 2. A list of WORK ORDER TICKETS will appear in the center of the screen. 3. Locate the SUMMARY OF PROBLEM column. 4. Click the SUMMARY OF THE PROBLEM TITLE to OPEN the Ticket. VIEW COMMENTS IN THE WORK ORDER TICKETS 1. Login to KBOX. 2. From the list of WORK ORDER TICKETS click the SUMMARY OF PROBLEM COLUMN TITLE to OPEN the Ticket. 3. Scroll to the bottom of the screen to view the COMMENTS.

5 Page 5 of 5 SORT WORK ORDER TICKETS You can sort work order tickets by clicking on the COLUMN HEADING. ADVANCED SEARCH You have the option to search for Work Order Tickets. 1. To Start a Search, login to KBOX. 2. Click the HELP DESK TAB. 3. Click the ADVANCED SEARCH button on the right side of the screen. 4. The ADVANCED SEARCH screen appears. 5. Use the DROP DOWN MENUS and TEXT FIELDS to enter search criteria.