APTOS HELPDESK PROCEDURE

Information to be provided for helpdesk calls (problems with internet explorer?)

your username and contact details
the priority of your call (urgent, medium, low, enhancement request) and any deadline
If applicable a reference number. This might be the supplier invoice number, sales invoice no., PO number or a voucher number.
A description of what you were trying to do.
The exact error message (this can normally be found in the message frame View - Messages)
Attach any supporting information, for example screen dumps (you can obtain a screen dump in Word by pressing the Alt-Print screen buttons together, open Word, and from the Edit menu choose Paste)

When you submit an issue via the helpdesk helpdesk@exeter.ac.uk or via the online web form on the above tab, it will be logged into the helpdesk and a log number will be assigned which will be emailed to you. All supporting information sent at a later date and any follow-up communication must identity the log number.

Once you have logged an issue via the helpdesk, it will be assigned to the appropriate member of staff in the support team, depending on the nature and urgency. This person could be a member of the Corporate Systems team, Procurement or the Finance Services team. A future Service Level definition will define the timescale for problem resolution.

If the support team has exhausted its sources of information they will contact the Capita support desk for additional input.

When a solution is provided it will be sent to the originator of the call.

The submissions to the helpdesk are monitored on a monthly basis. Where it is identified that a large volume of issues are being submitted by the same department / person, a judgement will be made as to whether additional training is required and the department will be contacted.