Subject: Using the Web Form to report computer problems

The TS Help Desk is implementing 2 new features today.  You can now create your own tickets using your web browser.  You can also use your web browser to check on the status of your tickets.   

Using the TSUS Help Desk for Internal Support Web Form

Purpose:

TSH Internal Support is your online tool to submit requests for 
 -        Workstation and laptop help
 -        Remote access support
 -        Network connectivity requests or problems

Getting Started - Please contact the help desk at x1525 if you require assistance with getting started

1) Copy and paste this URL into your browser address line:
     http://tshsupport.medstat.com/safe/remedy_enduser.jsp
   People working from home will not be able to use this system unless they use VPN or Citrix.

2) You will then be directed to the TSH Internal Support web site. If you are prompted for a login, please
   enter your SAFE login ID (7 digit ID ex:  0001234) and password.  If you are a contractor and do not have
   a SAFE login ID, you will not be able to use the system unless your manager obtains a SAFE ID for you.  

   Note: The SAFE login is used to access ThePoint, MyThomson, and other Thomson tools.  

3) To setup a shortcut or favorite, right click anywhere on your page and select Create Shortcut
   (or Add To Favorites). This will add a shortcut to your desktop or setup a favorite in your browser.
   Name the shortcut TSH Internal Computer Support.      

4) Finally, right click on the icon or favorite and select Properties. Copy the URL above and paste it
   in the URL field, press OK. You are now setup to quickly access the TSUS Help Desk for internal
   computer support web at anytime.

Enter a Support Ticket

1) Enter an Item
     -   Click on the drop down box to the right of the "Item" field to view a list of all support categories
   Or
     -   Enter a term within the ‘Item’ field and press the "Enter" key on your keyboard
     -   Choose the appropriate support item

2) Populate the Details
     -   Fill in the "Details" section with all applicable information
     -   If you are working from home, make sure to enter a phone number where you can be reached.
     -   If you are creating a support ticket on someone else"s behalf - please make sure to put the name of the person experiencing the support issue in the details box. 

3) Select an Urgency
     -   Select the Urgency
     -   Note that the "Urgency" will default to "Low".

4) Attach a  File
     -   If you have a screen shot - paste it into a Word document and save it.
     -   To attach a document
         -   Click anywhere in the "attachment box"
         -   Select the "Add" link in the lower left hand side of the "attachment box"
         -   Select the "Browse" button and navigate to where you saved your Word document. 
         -   Click on the attachment file and click on the "ok" button to add it to the "attachment box".

5) Submit the ticket
     -   Click on the "Submit" link

6) Solutions
     -   For some support issues, there are solutions available.  If you receive a solutions page after
         submitting the ticket, please take a look at the solutions provided.  
     -   To view the solution details, click on the solution to highlight it and view the text in the box below. 
     -   If your question is answered by one of the solutions provided, press the "Yes" link
     -   If your question was not answered, click on the "No, continue with the submit" link

7) The AR System User - Note
     -   Once you have submitted the request, you will receive a "The AR System User - Note - Web Page Dialog"
         box.  This is giving you the helpdesk case number and telling you that the support request has been
         sent to the appropriate group
     -   Select the "Ok" link
     -   You will receive an email at the time a person within the appropriate group accepts and changes
         the status of the ticket. 
 

Note:  You will receive an email notification every time the support user changes the status on your ticket.
       When the ticket has been changed to a resolved state, you have up to 48 hours to have the support
       user re-open the case.  If you do not do this within the 48 hour timeframe you must submit another ticket. 

Using the Check Service Request Status

Purpose: 

To provide the status of Internal Service Center Requests.  Now you can check your service request status with just a click!

Getting Stated:

Place the following URL in your favorites or on your desktop, then click to get started:  http://tshsupport.medstat.com/checkstatus/

Enter your name, then choose "Show Information", and you can see all Help Desk and Change Requests you have requested and their status.

If you have any questions concerning the status of any of your tickets, contact the TSUS Help Desk at 1525.