Contacting Support At CSE

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Sysaid User Manual

INTRODUCTION

"Sysaid IT Service Management" is a system which is used by the CSE system staff for managing IT request and incidents submitted by users
The school staff and students will primarily use sysaid in two different ways:

  1. submitting an incident in case of failure of hardware or software
  2. submitting an IT request (such as: space on disk, or request for a new program)

Guide

Incidents submission or a Request submission are done in the same manner. :
There are two ways to submit them:

By Email

Send an informative and detailed email about the request or incident you would like to submit to [support.cse@mail.huji.ac.il]
Important! DO NOT USE " # sign " in your mail subject. it will not get listed in the system.

By Sysaid_User_webstie

מסךהתחברותסיסאייד.png

  • At the new screen, you can choose to submit an incident (עזרה בתקלה) or submit a request (שלח בקשה)

Enduser portalsysaid.png

Submitting an incident

After choosing the incident icon, this screen will open
: עמוד תקלה.png

  • At the main category choose CSE
  • At the second subcategory choose the general area of the incident(such as printing,software,email etc...
  • At the third sub category choose the problem that you are experiencing
  • At the title field, write a title to the problem in the title field
  • At the incident description field(תיאור התקלה) fill in a detailed description of the problem.
  • At the add file field, you can add a screenshot of the problem or a file that is related to the problem it can be helpful for finding the solution faster for the problem.


  • After you have filled all the fields in the from, just press "SEND" and your incident will be added to the Sysaid system
  • You will be notified by mail on changes and progression of your incident as it is being handled by the System-Group

submitting a request

After choosing the request icon, this screen will open:
עמודבקשה.png

  • At the main category choose CSE
  • At the second subcategory choose the general area of the request
  • At the third sub category choose the request subject
  • At the title field, write a title to the request and then at the request description field. The description should be as detailed as possible. (request with not enough information will take more time)


  • After you have filled all the fields in the from, just press "SEND" and your request will be added to the Sysaid system
  • You will be notified by mail on changes and progression of your request as it is being handled by the System-Group


Ticket progression and notification

After submission, the request/incident will automatically receive a service record number for identification.
Each major change to the service record will be followed by a notification to the user , by an automated email from sysaid, which includes

  • The changes that have been made in the service record, such as status changes
  • Any questions or comments made either by the user or the administrator ,etc

If you want to check up on a request , then there are two options:

  • Sending an email or responding to and email regarding the service record from sysaid while making sure that the subject of the message is the service record number (for exmaple: subject [#123])

Mailexample.png

  • Go to self service portal, click on my activities(הפעילויות שלי) and then click on the service record that you are interested in.

There you can see what has been changed, and also can leave a comment by clicking add comment(הוסף הערה) and then write the comment there.
Selfservice21.png