User Guide of IHEP Helpdesk
2015-06-09| Editor:div7 | Browse times:Loading... | [Big Middle Small] [Print] [Colse]
If a user encounters any problem or needs any help during use of IHEP IT facilities and services, he may submit the request and help in three ways. The unified service platform (helpdesk) of the computing center will automatically create a Ticket for the user. The user may use the Ticket number to track and know the handling state of the problem or request in real time.
The technical service personnel of the computing center will automatically handle and track the progress of related events for you. Helpdesk system provides three submission ways of Ticket (Email, Web and service telephone). The concrete operations are described below: 1. Submit a ticket by email The user logs in his own mailbox (it may be an IHEP mailbox or a third-party mailbox) and sends his problem/help/suggestion to helpdesk@ihep.ac.cn. The helpdesk system will establish a Ticket for the user and send back a mail to the user. The mail contains Ticket number, Ticket link address and other related contents. The user may view his Ticket according to this reference number or view his Ticket page by directly clicking the link in the mail. The user may communicate with service personnel at Ticket page in form of mail interaction (be sure not to modify the content of the mail title) until the problem is solved. 2. Submit a ticket by Web The user enters helpdesk system website: http://helpdesk.ihep.ac.cn in the Explorer. He will see the page in the left diagram below. The user may click login as shown in the right diagram. He may log in by IHEP mailbox/password. If he does not have an IHEP mailbox, he may select registration and log in after registration. If it is the first login, the page is as shown in the following diagram after login. The user may enter his information. Click "Save" after the information is entered. A page as shown in the following diagram will appear. Click "Submit". The ticket will be submitted to the system server. The system will designate a service staff to handle the problems in this ticket. The user will see the following page. If the service staff answers him, he may communicate with the staff. The user may click "My Ticket" to view his previous tickets, as shown in the following diagram. The user may edit the ticket in Draft Box (limited to tickets which are not answered), as shown in the following diagram.