LNF Helpdesk

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LNF Helpdesk System

The LNF Helpdesk (website) uses the software package osTicket. Users can interact with the system using both email and a web interface. Users can generate tickets. Tickets can be assigned to staff. Staff can reply to and close tickets, and post internal messages. All correspondence and notes are stored in a database and are searchable from the web interface. In addition FAQs can be created by staff to maintain a permanent database of helpful information.

Using the LNF Helpdesk

Most of the tools are on the scheduler. If you would like to create a Helpdesk ticket for these tools, use the procedure for interlocked tools. For the few tools that are not interlocked (e.g. hotplates and microscopes) and supplies, use the alternative procedure for creating tickets for non-interlocked tools.

Scheduler
  1. Help menu
  2. Helpdesk ticket tab
  3. EECS directory
  4. Clean room subdirectory
  5. Tool category directory (closed)
  6. Tool category directory (open)
  7. Tools
Screen capture of the scheduler
Helpdesk ticket system
  1. Helpdesk tab
  2. Ticket number
  3. Reservation selection
  4. Type of issue (General Question, Process, Hardware)
  5. Subject line
  6. Body of ticket describing the issue
  7. Create a ticket button
Screen capture of the Helpdesk ticket system

Creating tickets for interlocked tools

  1. On the left side of the scheduler, open the EECS (3), then open up the clean room or wet chem (ROBIN) by pressing the + sign (4).
  2. Open up the category of tool by pressing the + sign. (5)
  3. Select the tool (7)
  4. On the tabs across the top, select Helpdesk (2,11)
  5. If this concerns a particular reservation on the tool or if you would like charges forgiven, select the correct reservation from the reservation section (13)
  6. Select the type of issue (14)
    1. General: These are mostly training and checkout tickets. Also use this category if you have general questions about the functionality of the tool.
    2. Process: Use this category when you are having issues with processing in regards to the tool, you would like to use a new material, or are seeing potential contamination.
    3. Hardware: Use this when there are hardware problems with the tool. Some examples are the microscope light won’t turn on, the robot will not unload your sample, etc.
  7. Give the ticket a title (15): Be short but descriptive. This allows other users to quickly see what the problem is, and will look at the ticket to see if it may affect their processing.
  8. Body of ticket (16): Be as descriptive as possible. What were you doing? What recipe were you running, type of problem, error codes displayed on the screen, etc. The more information you put here, the easier it will be to diagnose and fix the problem.
  9. Press the create ticket button (17)

Creating tickets for non-interlocked tools, supplies, and scheduler

  1. Open the help menu (1)
  2. Select the Helpdesk ticket at the bottom of the menu
  3. Select the topic
    1. Chemical: This is used if the lab is out of a chemical you need. If it is after hours, still create the ticket, but you can go to another cabinet to see if there is more chemical. Make sure you transport in a bucket or cart.
    2. Lab supplies: This is used if the lab is out of lab supplies. Examples are gloves, safety glasses, wipes, etc. If we are missing beakers or labware, create a ticket for the bench that is missing the beakers or labware.
    3. Non-interlocked equipment: This is used only for non-interlocked equipment. Do not use this for interlocked equipment.
    4. Other: This is mostly used for scheduler issues. Please put in a topic.
  4. Select location (ROBIN lab, Cleanroom, or Other).
  5. Description: Be short but descriptive. This allows other users to quickly see what the problem is, and will look at the ticket to see if it may affect their processing.
  6. Reported issue: Be as descriptive as possible. What were you doing? What recipe were you running, type of problem, error codes displayed on the screen, etc. The more information you put here, the easier it will be to diagnose and fix the problem.
  7. Press the Create Ticket button.

Key Concepts

  • When a ticket is created:
    1. The creator receives a confirmation email with the ticket # and a link to the ticket.
    2. All department members receive a new ticket alert email.
    3. New tickets are initially unassigned.
    4. Any department member can log into osTicket and assign the ticket to themselves.
  • Once the ticket has been assigned:
    1. The ticket creator can add messages by replying to the confirmation email or by accessing the website.
    2. The assigned staff can post messages by accessing the website.
    3. When assigned staff posts a message the ticket creator is sent an email.
    4. Once a ticket is assigned other department members no longer receive emails regarding the ticket. However, they can always log into the website to view the ticket status and communications.
  • Clients can use the system:
    1. By sending a message to one of the department emails (see below).
    2. By accessing the website using their email address and, optionally, a ticket #.
    3. Once they log in using their email address (and optional ticket #) they can view all tickets, both open and closed, they have created.
    4. They can select a ticket to view all correspondence with staff (excluding internal messages).
  • Staff can use the system:
    1. By logging into the website. Staff members receive email alerts but interaction (posting messages, closing tickets, etc) with the system is through the web interface.
    2. All department members can assign the ticket, either to themselves or other staff.
    3. All department members can transfer a ticket to another department.
    4. Once the ticket is transferred the staff person will no longer have access to it because only tickets for the staff person's department are viewable.


Integration with the Scheduler

The Scheduler integrates with osTicket. There is a Helpdesk tab available for each tool. Any open tickets are displayed. When users click the ticket # the helpdesk web interace will be displayed and they can view the ticket status, read past communications, and post new messages

Staff Instructions

Staff members can log in to the system here. If you are not already logged in to LNF Online Services you will be prompted to log in (use your normal LNF Online Services credentials). You can view tickets for specific departments using the links below (tip: you can right click the link and save a bookmark for future use).

Once you are logged in a list of open tickets in your department will be displayed. You can click on the ticket number to view details. In the detail view you can post additional messages. When you have resolved a ticket, post a final message and check the "Close on Reply" checkbox and click the "Post Reply" button.