# HELPDESK Help

## Summary

- How to resolve your problem without sending a request?
- How to announce a technical problem?
- How to follow the requests you already sent ?
- How to reserve a material?
- How to modify your personalized parameters for this application?
- How to logout?

## How to resolve your problem without sending a request?

In top right of your screen you have an icon FAQ (for Frequently Asked Questions). You have then access to the various questions and solutions put online by the person in charge of data processing.

## How to announce a technical problem?

### 1) Select the emergency level of your problem (by default the selected urgency is "Medium").

### 2) Indicate your name, the name of your material or serial number of your computer.

If you know the name of your material, or serial number of the concerned item :

- Enter the first letters (your name, the name of your material or serial number) in the appropied text area.
- Then a list should appear on the line, where your material must be. It is enough for you to choose the concerned material.
- If the desired element does not appear contact a data-processing person in charge.

If you don't know the name of your material, or serial number of the concerned item :

- Enter the character * in the appropried text area.
- Then a list should appear, you will find the searched number in the list. It is enough for you to choose the concerned material.
- If the desired element does not appear contact a data-processing person in charge.

For a ticket of the general type no serial number is necessary.

### 3) Describe your problem

Be most precise as possible in your description. Then, the treatment will be only faster.

### 4) Follow-up by email

It is possible that two other fields are in the form :

- The field « Inform me about the taken pursuant actions ». If you answer yes in this field, you will receive a notification by e-mail, each time that a technician will add a message of follow-up to your intervention.
- The field « my E-mail » which will enable you to specify an address to receive these follow-ups.

Once this form correctly filled click on "Submit message".

You can also add a new ticket while clicking on the icon "Add a new ticket" on the top right of your screen.

## How to follow the requests you already sent ?

It is also possible for you to follow online the evolution of our open or finished interventions For that click on the "Tickets Follow-up" icon on the top right.

The list of all your tickets in progress or finished should appear. To obtain more information concerning each ticket, you can click on the "Infos" link

The following makes you better understanding of ticket status :

New
Assigned
Planned
Pending
Closed unsolved
Closed solved

If your administrator allow this functionality, you will be able to add new follow-ups to the tickets.

## How to reserve a material?

It is possible for you to hold materials. For that click on the icon "Reservations" in top on the right of your screen.

If materials are available in loan, you will see the list of it. You can click on that which interests you. Then, you will see the calendar of reservation. It is enough for you then to click on an icon "Book" and to specify the parameters of your reservation: beginning, ending, periodicity and comment.

## How to modify your personalized parameters for this application?

The language in which you wish to see the interface, if you want to use another language select « your language » then click on « Change ».

To modify your password, use the password form on the top.

## How to logout?

If you want to logout from the GLPI application, click on the « Logout » button on the top right.