Guide to using the new Help Desk System.
First
access the Help Desk system by clicking on the "Help Ticket" link on
the Human Genetics Internal web page.
Once
you have clicked on the link, you will have the option of submitting a new
ticket or viewing an existing ticket.
Click
on the "Submit a support ticket" link and you will be taken to the
ticket form.
Fill
out the Form with your full name, email address (please be sure to fill in an
accurate email address as the system will email you with status updates.) Next,
select a category for the type of trouble you are having.
If
you are not sure what category your problem falls under, just select
"General Problem". Next, select the priority of your ticket, however
we reserve the right to further prioritize all tickets that are submitted.
Continue
filling out the form with a Subject and include as much detail (error codes,
etc) as you can about the problem in the Message section. Once you have
completed the form, then you may Submit the ticket. You will be given a ticket
ID# on screen as well as via email once the ticket has been successfully
submitted.
At
this time you can select "View your ticket" to see your ticket in our
queue, or select "Human Genetics Tech Support" to return to the HG
Internal page. If you entered a valid email address during the ticket
submission process, you will receive and email to that address that contains
the same ticket ID# that you see on the page. Keep this ID as you will us it to
check the status of your ticket during the resolution process.
When
viewing your ticket you have the ability to add a message to the tech support
team. You do this by typing your message in the section and clicking
"submit reply.
Once
your new message has been submitting successfully, we will be notified of the
change and can view the change.
Also
if we were to add a reply to the ticket you would be notified via the email
address used and be able to view the new message.
That's
it! If you have any further questions about using the system please don't
hesitate to contact us.
-DHG Tech Support Team