Differences

This shows you the differences between two versions of the page.

--- lite:function_getting_help [2017/06/21 22:58] – [Getting Help] dcumming
+++ lite:function_getting_help [2025/01/21 22:07] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
 ====== Getting Help ======
-Selecting the get help task will open up an email in Microsoft Outlook (or default email client) with a template to describe your problem , operating system, TapeTrack version to be sent to TapeTrack's help desk for support.
+The Get Help task allows you to open up a dialogue giving you the option of creating a help desk support ticket via email or web portal.
-===== Select Get Help =====
-Once logged into TapeTrack Lite, select "Get Help" from the Library Management Tasks drop-down menu.
-{{image}}
+===== Password Process =====
-===== Creating an assistance ticket =====
+==== Select Get Help ====
+Select ''Get Help'' from the **Task Menu** and click ''Next'' to continue.
+{{:lite:lite_help.png}}
+==== Creating An Assistance Ticket ====
 This will open a dialogue with the option of creating an Assistance Ticket via email.
-{{image}}
+{{:lite:lite_help_assistance.png}}
-Selecting yes will open your default mail client with a templated email with guidance on how to best describe the problem you are experiencing as well as details your operating system, TapeTrack version and how to replicate your problem. This will create an assistance ticket from which the help desk staff will assist you with your problem via email.
+=== Create Assistance Ticket Via Email ===
+Selecting ''Yes'' will open your default mail client with a template email.
-{{image}}
+This template will help guide you on how to best describe the problem you are experiencing, as well as details about:
+  * Your operating system.
+  * Current TapeTrack version.
+  * How to replicate your problem.
+Sending this email will create an assistance ticket from which the help desk staff will assist you via email.
+{{:lite:lite_help_email.png}}
 If you don't have a default mail client installed you will be prompted to set one up.
-{{image}}
+=== Create Assistance Ticket Via Web Portal ===
+Selecting ''No'' to creating an Assistance Ticket via email will open your browser and direct you to https://gazillabytellc.zendesk.com/hc/en-us where you can raise an assistance ticket through a web portal.
+{{:lite:lite_help_web.png}}
-Selecting no to creating an Assistance Ticket via email will open and direct your browser to https://gazillabytellc.zendesk.com/hc/en-us where you can raise an assistance ticket through a web portal.
+**__Notes__**
-{{image}}
+  * **A** Click Submit a request to open **Help form**
+  * **B** Fill out fields to describe your problem
+Replies to the ticket from the help desk will be posted in this portal as well as to the email you registered when setting up your help desk login.
-Replies to the ticket from the help desk will be posted in this portal as well as to the email you registered when setting up your help desk login. Selecting cancel to creating an Assistance Ticket via email will exit back to TapeTrack Lite.
+=== Cancel Assistance Ticket ===
+Selecting ''Cancel'' to creating an Assistance Ticket via email will exit back to TapeTrack Lite.
-<- lite:function_Password|Password ^ lite:starting|Getting Started ^ lite:function_scsi_console|SCSI Media Changer Console ->
+<- lite:function_Password|Password ^ lite:advanced|Advanced ^ lite:function_scsi_console|SCSI Media Changer Console ->