Having technical trouble or questions? Try using Altiris
Altiris is the replacement for the former Incident system, (iSupport) used by the LCC Help Desk to track technical issues / problems. Altiris allows the Help Desk and all LCC employees to submit, monitor and respond to Incidents online. The Altiris web feature is an enhancement - you will still be able to log requests via the telephone (483-5221) or by email (lcc1@lcc.edu).
With Altiris you can-
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Submit an Incident
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Check the status of an Incident at any time, even if it has been closed
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Respond to a Resolution Technician through the Incident
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Reopen an Incident if the problem comes back
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View old Incidents to look up past resolutions
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*You can still check the status of your Incident online even if you have logged a request via telephone or email!
Options for submitting a Incident
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Call the Help Desk
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Email the Help Desk
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Submit a form via the Help Desk web site
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Submit an Incident via Altiris
As shown below, Altiris allows you to view specific information in regard to your Incidents such as
- Who is responding to your Incident
- Comments the Resolution Technician left on your Incident
- Attachments added to your Incident
How do I submit a Incident?
The purpose of the Help
Desk – Creating Incidents training is to provide the skills needed to create an
incident via the based form.
Accessing Help Desk
Requests through
1.
Log into
2.
On the Home
tab click LCC Employee Help Desk Request
in the Employee Quicklinks.
Creating a New Incident
1.
Click
Create a new incident link.
2.
In the
Title: box type the title of the
incident. (for example: PC will not boot)
The category section is for giving us a general ideal of what your issue is, for
example if you want a technician to install software on your pc you would select
pc tech from the first drop down box and then software from the second.
All service requests entered by end users are reviewed by the help desk
staff, so don’t be concerned if you are not certain you choose the right
options.
3.
In the
Comment: box type your location,
phone number, and details about he problem.
Note:
If your phone number is listed correctly you do not need to type it in
again.
4.
Click OK.
5.
Below is
what your confirmation will look like.
Number: refers to your incident number assigned to this request.
Note:
You will also receive a confirmation email as long as your email is listed
in the Email: box.
Note:
Clicking on the Home icon pictured above will take you to where you began
which will show you a list of your Incidents. An example of the list is
below. The pencil icon above will allow you to edit your incident.
View and Edit an Incident
1. Double click one of your incidents to view it.
2. Click the Pencil icon.
3. You can now add a new comment.
4. Click OK.
If you have questions or need additional assistance, please submit a Incident form or call the Help Desk at 483-5221 (1-800-644-4522 - for long distance).
