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DASI
HelpDeskPro User Instructions
Starting New Requests
**These
Instructions assume that you have completed the Steps in the
DASI HelpDeskPro User Account Management Instructions.
 Step
1) Login to
the DASI HelpDesk using your Username and Password
Step
2) Users can
set things like your Time Zone, Screen Refresh Interval and
Change Passwords using the “MY SETTINGS” link.
Step
3) To “ADD
NEW REQUESTS” using the web, click the link in the upper right
corner.
Step
4) Fill in
the Information in the form. Use the “BROWSE” button at the
bottom to attach files if necessary, then click “ADD REQUEST”.
Step
5) The Main
Screen now shows the new Request has been added.
Request States
There are
4 ‘States’ your Request may be…..NEW,
OPEN,
INACTIVE and CLOSED.
NEW
– Not yet responded to by a Technical Support Representative.
OPEN
–Activity with the Customer In Process. You will see these
set to 'HOLD' when DASI is Waiting for the User to Respond.
INACTIVE – The issue
has been Verified by our Support Staff and has been Submitted as
an SR (Service Request) to SolidWorks Corporate. We are
Awaiting a Response.
CLOSED
– Does not show on the Main Screen (Click “REQUEST ARCHIVE” to
see them). These are Requests that have been solved and are no
longer active. These may also be Requests that have been
submitted to SolidWorks, have been verified by Development and
have an SPR# (Software Performance Report) Assigned to them. At
this point, we at DASI have taken the Request as far as we can,
so we Close it in our HelpDesk. When Submitted to SolidWorks
and tagged to the User, SolidWorks will now contact both parties
once the SPR has been addressed.
Step
6) Once your
Request has been responded to by the DASI HelpDesk, you will see
a Status Change and/or a ‘Red Flag’ to the right of the
Request. This indicated that Action is required by the User for
this Request.
You
can click “REQUEST ARCHIVE” to see your Closed Requests
This
will show the Time and Date it was Closed. If you Add a New
Response to a Closed Request, the Request will be set back to
OPEN and will again appear on the Main Screen.
You
can use Keyword Searches to find Requests
The
Knowledge Base is filled with Tips and Suggestions compiled by
the DASI HelpDesk staff. This database also has a Search tool
and is constantly being updated.
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