IWeb Provider Recruitment and Tracking Module User Guide

Provider Recruitment - Help Desk Menu

The Provider Recruitment and Tracking Help Desk menu is used to track help desk call information, such as who called, the date of the call, who they talked to, and issue information. The following links are available in the Help Desk menu:

• Search
• Detail
• Issue Types

Search for a Help Desk Ticket

To search for an existing help desk ticket, click the Help Desk > Search menu link. The Help Desk Search page opens. Enter the search criteria (optional) and click Search.

The available search fields and options are as follows:

If any help desk tickets matching the search criteria are found, they appear in the list. The following fields and buttons are displayed in the Search Results section:

Field/Button	Description
(select arrow button)	Click this link to open the ticket and view the details. Click Update Ticket to update the details.
ID	Ticket ID number.
Status	Ticket status.
Issue	The ticket issue type.
Subject	The subject of the ticket.
Organization	The organization associated with the ticket.
Facility	If applicable, the facility associated with the ticket.
Reported By	The user who reported the ticket.
Assigned To	The person to whom the ticket was assigned.
Created	The date/time stamp the ticket was created.

Add a New Help Desk Ticket

To add a new help desk ticket, first conduct a search to make sure it does not already exist in the system. If the ticket does not appear in the search results list, click Add Ticket. The Help Desk Ticket [Add] page opens. Enter the ticket information and click Add Ticket to save the details. Click Cancel to exit the page without saving the changes. After adding the ticket, it appears in the search results list.

The available fields and options on this page are as follows:

Field/Option	Description
Activity Type	Select the activity type from the drop-down list. If Other, enter it in the Other Type field.
Organization (IRMS)	Select the organization from the drop-down list. The user's organization is the default. This field is required.
Facility	If applicable, select the facility from the drop-down list.
Issue	Select the issue type from the drop-down list. This field is required.
Status	Select the ticket status from the drop-down list. This field is required.
Priority	Select the ticket priority from the drop-down list. This field is required.
Reported By	Enter the username of the person who reported the issue. This field is required.
Assigned To	Select the person the ticket is assigned to from the drop-down list. This field is required.
Description	Enter a detailed description of the issue.

Update a Help Desk Ticket

To update a help desk ticket, first conduct a search, then click the arrow button in the Select column for the ticket in the search results list. Click Update Ticket on the Help Desk Ticket [Detail] page, edit the information, and click Update Ticket again.

Redisplay Help Desk Ticket Details

After the details of a ticket are viewed once, you can quickly return to ticket details page (of the last viewed ticket) by clicking the Help Desk > Detail menu link.

Add an Issue Type

The Issue Type field is required, but you must first add issue types before you can assign them. To add an issue type, click the Help Desk > Issue Types menu link. On the Issue Type Maintenance [Search/Add] page that opens, enter a short description of the new issue type and click Search. If it exists already, it appears in the Search Results list (click the arrow button in the Select column to view and edit the details). Otherwise, click Add Issue Type to add it.

Related topics:

• Provider Recruitment Module User Guide
• Provider Recruitment Activities Menu
• Provider Recruitment Reports Menu