Personal Folder

11. Helpdesk Request
12. Helpdesk Administrator

11. Helpdesk Request
Create new helpdesk request icon is put on company intranet frontpage. When user click the icon, it will automatically directed to input page with ‘request by’ field automatically filled by Windows user logon. User can choose desired helpdesk type.


After completing the input, system will show user helpdesk request history. System will also generate notification email to the helpdesk creator and helpdesk admin. Click the link in the email then user will directed to the request.


Email Notification


Dear IT Helpdesk Admin, please follow up helpdesk request for :
Name / EmpNo : Budi Pramono/0523
Position : Maintenance
Date : 24/09/2009
Description : Helpdesk Request
http://tpnmserver/it/ithelpdesk/login/index3.php?ttl=Helpdesk%20Request&link=elumoIJLGF7bn6mKcxpFCiMO8Z09nERVL9KFULkQWPN5KiPZwSdgk6nOdfVY4pAELEXpvQK4ipjm5wjAzGacU5gW6W+FPggBame+6HCrKoRYAffKZhETB4KPJxIAf4cY



12. Helpdesk Administrator
On helpdesk admin page, administrator will delegate helpdesk request to actionee, determine the report type (for report purpose), fill solution of the problem, and approval selection (if only the request need approval from requester superior). Admin can also tick the hardcopy combo box if the request need to be filed.
Admin response will also generate email notification to the actionee, requester and approver. Once the request is approved, actionee do the job, and then requester closed the request. Actionee can update solution field if he find any update on his helpdesk action.


IT helpdesk printed form (pdf).