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Verze z 8. 10. 2019, 13:12

Přidáno 550 bajtů ,  8. 10. 2019
Založena nová stránka s textem „Helpdesk is a powerful tool. We'll show you how to use it in the following text.“
(Založena nová stránka s textem „center|711x711px|Hd en 03.png“)
(Založena nová stránka s textem „Helpdesk is a powerful tool. We'll show you how to use it in the following text.“)
 
(Není zobrazeno 17 mezilehlých verzí od stejného uživatele.)
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V návodu vám představíme všechny potřebné funkce aplikace Helpdesk. {{DISPLAYTITLE:Nápověda k Helpdesku}}
Helpdesk is a powerful tool. We'll show you how to use it in the following text.


=== Main page ===
=== Main page ===
Řádek 35: Řádek 35:
=== My Requests ===
=== My Requests ===


=== Assistance for students ===
=== My Requests ===
 
You will find all the requests entered to system by you in ''My Requests'' tab. You can also filter the request by their status or by category. You can also order the requests by their number, subject, category etc.
[[Soubor:Hd en 04.png|centre|frameless|686x686px]]
'''Request States:'''
*New - newly created request
*Processing - request which is being solved at the moment
*New or Processing - filters requests in both states
*Solved - request solved by a solver
*Denied - request was denied by a solver
*Rejected - solution rejected by user
*Active - request was updated recently
*Closed - user accepted the solution as valid
*Inactive - no changes were made recently


Students can now visit ''physical'' IT Helpdesk in Central Library '''Zbrojnice''' (1st floor, periodical reading room, Biskupské náměstí 1). Our Helpdesk administrator is there especially to help students to connect to the internet (computers, tablets, cellphones) or to answer questions regarding the university information system.
=== Detail of My request / how to close a request ===


'''When is Helpdesk available?'''
You can find out who is solving your request and comments in the request in the detail of your request. You can edit the request using the Edit button.
Once your request is solved successfully click the '''Close''' button in the ''status'' line.
[[Soubor:Hd en 05.png|centre|frameless|683x683px]]


{| summary="" cellspacing="" cellpadding="" class="contenttable"}
=== New request ===
|- style="font-size: 1em;"
New request must include the same information as the anonymous request. Furthermore, a new box to fill in further details will show once you choose a category. It will make the whole process much smoother.
| style="font-size: 1em;" |


==== Kategorie pro studenty ====
==== Categories for students ====
Kategorie studentských požadavků jsou založeny dle potřeb a zařazení studentů, např. uživateli z FF se nebudou zobrazovat kategorie studenta FTK atd. Studenti budou moci snadněji řešit požadavky se studijním oddělením, menzou a dalšími součástmi UP.
Categories for students are based on their needs. Student of FoA will not see categories of FoHS student. Furthermore, students can easily communicate with student's departments, accommodation department, etc.


[[Soubor:Hd en 06.png|centre|frameless|686x686px]]
[[Soubor:Hd en 06.png|centre|frameless|686x686px]]


Wednesday
=== Advanced search ===
| style="font-size: 1em;" |
12:00 – 15:00


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You can search the Helpdesk using the fulltext search in the upper-right corner or using the Search tab in the menu. You can specify details of your search.


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[[File:Hd en 07.png|center|774x774px|Hd en 07.png]]


=== Požadavky k řešení ===
=== Requests to solve ===


Students can send their questions or requests at university Helpdesk at '''[http://www.helpdesk.upol.cz http://www.helpdesk.upol.cz]'''.
You will find all the requests you have to solve in the Requests to solve option in the menu. You can filter and order the requests in the same way as in My requests.[[Soubor:Hd en 08.png|centre|frameless|687x687px]]


=== Assistence for employees ===
=== Request to solve - Details ===


Employees should use electronic Helpdesk available in Portal. [http://portal.upol.cz/ http://portal.upol.cz].
Solver's can take a look into '''details of a request to solve'''. You can choose whether you or some of your colleagues will solve the request. Furthermore, you can change the status and priority of a request. Use comments to enter procedure to fix the problem.
[[Soubor:Hd en 09.png|centre|frameless|683x683px]]


Helpdesk application archives every user's request or inquiry, so it is easy to check whether your question was answered. Your inquiry will be sent directly to a person responsible at a faculty or at UP Computer Center as you enter a category of your inquiry. These categories are defined by each faculty.
=== Solver menu ===
[[Category:Information Technology]][[Category:Portal]]
Solver menu includes options such as substitution, organization units or category.  


==== Zastupitelnost ====
==== Substitution ====
V této záložce si můžete nastavit zástupce pro řešení požadavků určených vám v době vaší nepřítomnosti. Nejprve určíte svého zástupce, poté nastavíte termín vaší nepřítomnosti. Dále si možností ''Mé notifikace'' zvolíte, zda chcete dostávat upozornění na požadavky směřované na vás i ve vaší nepřítomnosti. Pak je stačí kliknout na tlačítko ''Uložit''.  
You can appoint a substite who will solve your requests for you during your absence. You can choose whether you want to receive notifications regarding requests send to you by selecting the ''My notifications'' option.  


Ve spodní části formuláře se pak nachází přehled osob, které vás zastupují nebo které zastupujete vy.
You will find a list of people that have selected you as their substitution or people who are substituting for you.
[[Soubor:Hd 10.png|centre|frameless|688x688px]]


==== Organization units ====
==== Organization units ====
Řádek 80: Řádek 92:
Click on any of the organization units to open a overview of solvers for a specified category of requests. Categories of org. unit are those which are a part of the organization unit, inherited categories belong to a superordinate unit, but are related to this particular unit.
Click on any of the organization units to open a overview of solvers for a specified category of requests. Categories of org. unit are those which are a part of the organization unit, inherited categories belong to a superordinate unit, but are related to this particular unit.


==== Kategorie ====
==== Categories ====
Zde naleznete kompletní seznam všech kategorií, jejich jmen v angličtině a také řešitele dané kategorie.  
Categories include a complete list of all the categories, including English name and solvers of the category.
[[Soubor:Hd 12.png|centre|frameless|683x683px]]
[[Soubor:Hd en 13.png|centre|frameless|683x683px]]


=== Detail pracovníka ===
=== Profile detail ===
Při kliknutí na jméno jakéhokoli pracovníka (např. v seznamu kategorií) se dozvíte základní informace o něm.&nbsp;
Click any name (for e.g. in the list of categories) to get basic details about any solver.  
[[Soubor:Hd 13.png|centre|frameless|683x683px]]
[[Soubor:Hd en 14.png|centre|frameless|683x683px]]


[[Category:Helpdesk]][[Kategorie:Informační technologie|Informační_technologie]]<br/>[[Category:Helpdesk]]
[[Category:Helpdesk]][[Kategorie:Information technology|Information technology]]
Babuto00
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