Documentation - Introduction Welcome, Please customise this area in the your language file......etc Provide a more effective method of individual task (support request) tracking, resolution and follow up in order to increase customer satisfaction. Provide data about support requests in order to identify areas where improvements can be made in current helpdesk support processes. In order to achieve these two points, it is very important that users and task managers, use this system to track requests.  All support requests should be raised via the helpdesk website. Tasks that have been raised via the formal helpdesk procedure will normally be given a higher Prioritet.

Documentation - Features Please customise this area in the your language file......etc Kreiraj Zadatak This is where a user enters all the relevant information in order to create a support request. Moji otvoreni zadaci This link will display all tasks that have been created by a user that have not yet been resolved. Moji zatvoreni zadaci This link will display all Tasks that have been resolved by task managers and placed in a "Zatvoreni" state. Potraži zadatak Allows a user to Pretraga through their existing open (or closed) tasks. Odgovor Leave feedback about how your task was dealt with. The Task Options help page explains each of these options in more detail. Baza znanja As common support requests are identified, they will be entered into the knowledge base for quick reference. A support request and resolution may already be present in the knowledge base. Check here first before creating a Task. The help page explains this option in more detail. Obaveštenja The "Announcements" area is where you will see announcements about current server / network status or regarding to the operation of this support system. It's worth a look when you first open the website as you may find the answer to your problem here.

Documentation - Opcije zadataka Kreiraj Zadatak Please customise this area in the your language file......etc Under the "Opcije zadataka" sub-section - click Kreiraj Zadatak. Select the appropriate "Task Manager Group" Change the "Zadatak Prioritet" to reflect the following criteria: Prioritet Target Vreme odgovora Target Resolution Time Example Kritican 15 Minutes 1 Hour ... server(s),network, or phone system down ... Visok 30 Minutes 2 Hours ... cannot print, login, or remember my password ... Srednji 2 Hours 4 Hours ... getting a lot of pop-ups, pda will not synchronize, ... Nizak 1-2 Day(s) As time permits ... my favorites are gone, getting low toner warning ... Prioritet Levels for Helpdesk Requests Kritican Critically impacting operation and related IT services of the entire college. Visok Likely to prevent a large number of people from doing necessary work in a reasonable time, or preventing an individual from doing High priority work now. Srednji Causing inconvenience for one person or small group of people that may prevent completion of necessary work in the near future. Nizak Will provide for a better working environment and/or a more efficient method in the longer term. Your username, email, office and phone extension will already be filled in. Choose the best "Grupa zadataka" and "Kategorija" to suit your query. General categories are available from the drop down list. Enter the subject of you problem into the "Kratak opis" field. In the "Opis" area, enter as much information as possible, there should be too much rather than too little. Attach a file if relevant (error messages, screenshots etc.) Now, check that the information entered is correct and click the "Create Task" button. If you have made a mistake (and have not yet pressed "Create Task"), you can clear the form by clicking "Reset" and starting again. If the Task has been submitted successfully, you will receive a "Task" number. You can review the status or update your Task at any time by logging in and selecting Moji otvoreni zadaci Moji otvoreni zadaci To view a list of your open tasks and check the status of work undertaken to resolve the reported issue, click Moji otvoreni zadaci To view detailed information about each open task, click on the "Kratak opis". Note that once a task has been assigned, the IT task managers username is shown. You can also see the task number, the date the task was created and what status the task currently has. Once you have clicked on the "Short Description" you will see your task in full, and any comments or actions taken by the task managers. Here you can also add updates if a task manager has requested further information. Moji zatvoreni zadaci This page allows you to view all tasks that have been resolved and closed. You can also leave feedback from this area (see below). Pretraga zadataka This page allows a user to search through their existing open, or closed tasks. This is handy if a user wants to quickly find information on a previously resolved issue without submitting another task. Odgovor Once a task is closed, it is possible to leave feedback about how your task was dealt with and comment on your support experience. Please leave feedback so that the task managers can determine how they can improve their services. Click on Moji zatvoreni zadaci to access the feedback feature.

Documentation - Cesta pitanja Baza znanja Please customise this area in the your language file......etc At the Baza znanja you can click on a category (i.e. Anti-Virus) and browse around looking for answers to your question or you can use the search facility at the top of this page. When entering a search, for best results, type a keyword, a word that is most likely to give you the most results, for example: You can click on the question that best suits your own issue and view any answers that have already been added. Click on the "Baza znanja" link then browse or search for the information you are looking for. You can also submit a question to the Baza znanja that will be answered by a menadžer as soon as possible.

Documentation - Korisnicke opcije Izmeni profil This option is only available if the Helpdesk is run in Private mode, and registrations are required. Password Retrieval The Password Retrieval option allows users to have their forgotten password emailed to them. This function is only enabled at the site administrators discretion, and then only if the Helpdesk is private. Add your secret question and secret answer to this section just in case you forget your password.