Helpdesk Online Quick Reference Guide

Getting Started

1. You will access the Helpdesk Online (HDO) system by going to the Blackboard login page (http://blackboard.uncfsu.edu) and following the Online Blackboard Help link. (Or you may browse directly to http://hdo.collegis.com/lt).
2. The system will ask you to login. Your Username is the same as the one you use to access your Blackboard course. Your default password is set to the first initial of your first name and your last name. Example Pat Jones default password will be pjones.
   

   If you have a hyphenated last name the default password will be the first initial of your first name plus the name occurring before the hyphen. Example Pat Jones-Li default password will be pjones.

3. The system will prompt you to reset your password the first time you access it.

4. Once you have successfully logged in, select the Create New Case option from the menu. (Available Options)

• Create New Case – Submit a new request
• Show all Cases – View all cases ever submitted for your user id
• Show Open Cases – View all open cases submitted for your user id
• Show Closed Cases – View all closed cases submitted for your user id
• Update Registration – Update user info and change passwords.
• Log Out – Exit the Help Desk On-line system.

5. Once you have selected the Create New Case option press the Go button.

6. On the New Case screen, type in a single sentence synopsis of the problem or request you are logging in the One Line Description field.

7. Next put any additional details in the Describe the problem or question in detail: field. Please remember to include all of the following information.

• For PC problems: the Operating System Version, any applications having problems, all error messages in their entirety and any additional details.
• For Server issues: the Server name, application name, your userid, all error messages in their entirety and ant additional details.

8. Once all the information has been filled in, click the Submit button.
9. If you have submitted successfully, you will receive a Case Number in RED along with an e-mail including the case number and case details. Please Note this Case Number for future reference.

Looking Up Statuses of Current Cases

After successfully logging in following the directions above, select one of the three status check functions from the Options menu.

• Show All Cases – Displays all cases regardless of current status
• Show Open Cases – Displays only those cases that are currently pending resolution
• Show Closed Cases – Displays only those cases that have closed.

1. Once you have selected the desired status option click the Go button.
2. The resulting page will show all cases matching the desired search criteria. You may click on the Case Number to see the full details of the case.

To exit the application, select the logoff link from the left side of any page.