Magic Self Service Help Desk Users' Guide
Table of Contents
- Requirements for using Magic Self Service Help Desk
- Starting Magic Self Service Help Desk
- To add a login password to your Magic account
- To update your phone numbers or email address
- To search the Knowledgebase for an answer to a computer problem
- Submit an Incident Request
- Show all Incidents
- Help
- About Magic Self Service Help Desk
- Logoff Magic Self Service Help Desk
Requirements for using Magic Self Service Help Desk
- You must use Internet Explorer 5 or higher as your web browser with Java and JavaScript enabled.
- Call the Help Desk at 304-293-4444 to obtain your userid.
- Userids and passwords are case-sensitive.
- Your Magic account does not have a password until you set one. You will set one after you login the first time.
Starting Magic Self Service Help Desk
- Using Internet Explorer, go to oitss.wvu.edu
- Enter the Client ID given to you by the Help Desk.
- Leave the Password field blank the first time you use Magic Self Service.
- Click on the Sign-in button.
- After a successful login, you will see:
- To pause the scrolling message at the top, use the Pause
button
(parallel gray rectangles). - To remove the scrolling message, click on the red square
Stop button.
- Use the links on the left to get to the different Self Service features:
- Problem Management
- Incident Request - report a problem or ask a question
- Knowledge Search - search for the answer to your computer question
- Contact Information - update phone number or email address; set a password.
- Show all Incidents - check on the status of your open tickets or review results of previous closed tickets
- ListServe - request the creation of a LISTSERV mailing list
- Telecommunications Problems - report a telecommunications (phone, network) problem in your department; funding information must be provided.
- Support
- Useful Information - link to an online newsletter
Return to Table of Contents
To add a login password to your Magic account
- Click on the Contact Information link
- Enter a password in the box under your last name and click on the Submit button
To update your phone numbers or email address
- Click on the Contact Information link
- Change any information that needs to be corrected or updated. You cannot change your Client ID.
- Click on the Submit button
Return to Table of Contents
To search the Knowledgebase
for an answer to a computer problem
- Click on the Knowledge Search link
- Enter some words for the problem description.
- Choose to search the SIR Knowledge Base
supplied by our vendor
or
Choose to Search External Documents created by OIT Support Services for in-house applications such as MAP, MIX, and GroupWise. - Click on the Search button.
- You will see
results appear below the search dialog:
The results appear in descending order of likelihood based on number of times the words appear.
- Click on the result that you'd like to read.
- If this result
did not answer your question:
- Click on the Solution Not Found button
to generate a Help Desk ticket and someone will contact
you
or
You can click on the Back button in your browser to return to the list of search results in order to read a different item. - If you find a solution that answers your question, click on the Solution Found button. This action lets us know which solutions have proved useful to WVU.
- Click on the Solution Not Found button
to generate a Help Desk ticket and someone will contact
you
Return to Table of Contents
Submit an Incident Request
- Click on the link to Incident Request
on the left. You will see:
- Enter a Subject for your problem. It must match one of the previously established subjects.
- To make it easier for you, you can click on the gray button to the right
of this field's box to select a subject from the available
choices.
- If you cannot find an appropriate subject, select SS-GENERE for general help.
- Enter a brief
description of your question or problem in the box below Description.
- Click on the Submit
button.
- If you change your mind before
you click on the Submit button, you can click on the Clear button to
erase what you have entered or just click on a different item on the left. You
will get a warning:
- Do not click on the Close
button. This will close your ticket in the system and no one will see it to
attempt to solve it.
Click on Cancel then choose Clear or Submit instead.
- If you change your mind before
you click on the Submit button, you can click on the Clear button to
erase what you have entered or just click on a different item on the left. You
will get a warning:
Return to Table of Contents
Show all Incidents
- Click on the link to Show All Incidents from the list on the left.
- By default, you will see a list of open tickets that you have reported recently.
- If
you don't have any current open tickets, you will get a warning
- Click on OK to continue.
- If you have any tickets open, you will see them
listed in ascending order.
- To review your list of closed tickets, click on the circle in front of Close. You will see previously submitted and closed tickets listed in ascending order by ticket number. Both displays both open and closed tickets in a single list.
- To
see the most recent tickets first, double click on the Open Date & Time heading.
If there are more tickets than can fit on a single screen, you can click on the
button to see more items
on a subsequent page. - To
review details about a ticket about you in the system,
double click anywhere in that incident's row.
You will see the description of the problem on the left and the solution on the right. - To return to the list of tickets, click on the link to Show all Incidents again on the left. Once again, it will show you a list of Open tickets by default.
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Training & Publication Services
This link will open the OIT Training web page in its own window.
Help
Click on the Help link to read online help about using Magic Self Service Help Desk
When you are done viewing this information, click on the X in the upper right corner of the Help window's title bar.
About
When you click on the About link, you will see copyright information about Magic Self Service Help Desk.
Useful Information
Under this link is a link to OUTPUT,
the Office of Information Technology online newsletter.
This online newsletter has a variety of technical articles
and campus computing updates.
Return to Table of Contents
Logoff Magic Self Service Help Desk
When you are finished using Magic, click on the Logoff link or the LogOff button on the header bar.
You will see warnings about Magic wanting
to close your browser window. If you answer Yes, your browser
window will completely close (if you only have one browser
window open, you will exit from the browser entirely).
Return to Table of Contents
Updated October 23, 2007