Accessing the system
The system is completely browser based and as such can run on any version of
Most smart phones with a browser and most tablets can be used to access the system working well with either orientations of landscape or portrait.
For a general introduction to the desk please visit the section depending on if you are a Normal User, Staff or Administrator
What login name to use?
In most systems, just your log in name should work. So if your log in name is johndoe enter that without extra text.
Your password is the same you use to log on to your company computer.
Important Note
From time to time there may be important announcements displayed on the log in screen (see screen shot).
Make sure you read that as it may contain important updates and information.
Contact your help desk staff if you are unsure of an option or need further assistance.
I can’t remember my password for signing in. How do I reset it?
This depends on the type of user you are in the desk. If you have a corporate log in, your password can not be reset from the desk.
However, if you are a user created within the desk, your password can be rest on your own.
To reset your password, locate the login page and find the link for "Forgotten Password" next to the password field.
Click on the link and follow instructions.
(Refer image in Login)
Your dashboard view may be somewhat different from the one shown below and will depend on the customisations within you installation of the desk. This will however give you a general idea of how your dashboard looks.
Creating a ticket
What's the difference?
An Incident is a break down of sorts. So, if you can't, for example, access emails any more, it is a break down.
A Request on the other hand, is well, a request for something. So, if you would like for example a new piece of software or in some organisations, the help desk keeps stock of stuff like projectors and so on, it is a Request.
The create ticket screen would look like the following image. (Note: it might look somewhat different depending on the amount of customisation in your desk)
To add a ticket, select a service, add any attachments and click Create.
Responding to a ticket
From the dashboard, clicking on a ticket opens the ticket in details view.
Throught the system, the top right area will show your login name which can be clicked to open your personal settings area.
Clicking your name will bring up the following section where you can modify settings like time zone, date formats and so on.
Depending on your installation, the desk might contain useful articles on various topics under Knowledgebase. See the sample image below to search within these topics.
The desk provides an extremely powerful capability of Approval workflows.
This section is for understanding the basics of working with Approvals if this feature has been enabled in your installation of the desk.
Approval workflows are initiated either by a staff member of the desk or automatically depending on what kind of tickets need approval.
In any case, if you received an email requiring you to take a workflow action, click on the link and log in to the desk. On the ticket you would see current progress of the approvals and other related comments.
Note: If you previously took an action to either Approve or Reject a request, you would only see a 
button instead of Take Action as shown above. So essentially, while you are not allowed to recall or change your action, you can however add any comments you like subsequently.
Clicking on the Take Action (or Comment) button pops up a form where you can take action.
That is it, really! Simple and straight forward!
Approval Tickets List
Clicking on Approvals opens a table of all approvals you have been associated with. The list is easy to follow. There is one area which needs mentioning. This is the WORKFLOW STATUS column.
In order of the rows in the graphic above:
A Rejected workflow does not mean it went through ALL the steps. If the workflow defined sequential actions and a user rejected it in the middle, the rest of the steps will be abandoned. If your boss rejects your vacation, no point talking to HR!
