When you log on, you will see a list of alarms for your location.You may view a particular one by clicking on the reference number (ref # - underlined and in blue) to the left of the screen. This will allow you to view the details of that request.
I. Entering new requests: To add a new request, click on New. Click on Service Request.
Mark each response for each field.
Urgency: Critical, High, Medium, or Low.
Due By: Each request will be marked ASAP unless a custom date is entered.
A custom date is when you want a request to be a certain date.
Title: Give a brief description of the problem such as "PC frozen", "can't print", etc.
Memo: Be sure to type the name of the contact person and a phone number where we can reach that person.
Type the problem in detail giving specific information. Do not enter general messages such as "call me" or "I can't log on". Give details of what you have done to try to resolve the problem yourself.
If you need to fax samples of your problems to the Help Desk, write the reference number associated with your request on the sample. Click on save to send the request to the Help Desk.A confirmation number will be displayed on your screen giving you the reference number assigned to your request.
II. Standard Solutions:You may choose Standard Solution for help on problems that may be similar to the one you are experiencing.
III. Service Requests: My Requests - There are three types of requests: alarms, open and closed.
Alarms - This option lists your unresolved requests which are slated to beresolved as soon as possible.
Open - This option lists both alarms and any requests with a specific due date.
Closed - This option lists all requests that have been resolved and closed.
Note: When you click on a particular reference number, the history and status of that request will be displayed.
Update Requests: By clicking on Update Requests, you may add any additional information or ask a question regarding this request. These requests are monitored throughout the day.
Requester Details: Displays a detailed report showing the dates, times, and comments for the reference number selected.
Approve: When a solution to your request has been reached and applied, it will be closed. At that time, you are encouraged to review and add any final comments. If you agree the problem has been resolved, mark the request as approved.
Department Detail: Displays your school/department's information as set up in HelpSTAR. IV. Tools:
Scan PC Configuration: Scan Track enables you to scan your PC hardware configuration and stores the information on your local PC. Since you are accessing HelpSTAR through the Internet, you will not need this option.
User Options: This allows the AIMS administrator at your location to change thepassword that you use to log on to HelpSTAR.
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