Now, you can submit calls to the SOM Help Desk using Internet Explorer or Netscape. Just open up your browser and point to http://helpdesk.som.yale.edu/magicsshd. Use this SOM Help Desk web page to: Track the history of open and closed help desk tickets; create new help desk tickets; search the knowledge base and resolve problems based on past solutions. These features assist you with solving your own problems, reducing the need for opening a Help Desk ticket.

List Help Desk Tickets: When you log into the SOM Help Desk, all of your open calls are displayed with the problem number, problem description, status description, and the resolution description. To make changes or view additional information, click the problem number link.

Knowledge Search: This allows you to enter a problem description and search the knowledge base for possible solutions. There are two types of searches that you can perform: SIR Knowledge Base (General information from a Third party vendor.) External Documents (SOM specific) The 'Minimum Confidence Level' and 'Minimum Words to Match' options have been added to narrow down the search. Once the search is complete and the 'Solution Found' or 'Solution Not Found' button is clicked, the call is tracked.

Log Help Desk Tickets: Open up your browser. Choose a Help Desk template that best describes your issue. Fill in the fields with detailed information. Submit your request.

BROWSING THE HELP DESK AND OPENING TICKETS

1. Open up the SOM Help Desk website:
   http://helpdesk.som.yale.edu/magicsshd.
   
2. Enter your Net ID and password.
   

When you log into the Help Desk, all of your open calls are displayed. The problem number, open date, problem description, status description, and problem resolution are also displayed. To make changes or view additional information, click the problem number link.

1. On the Navigator bar, select Knowledge Search, under Select an Option.
   
2. Type in the problem description or a keyword of an issue, then Press Submit, to search the ServiceWare Knowledge Pak or our own SOM knowledge base, which is, search External Documents.
   
3. When the document list displays, double click on the one that addresses your issue. If it corrects your issue, click Resolution Found and the screen will go back to the home page.
   
4. If you can not find a resolution, click Resolution Not Found and the screen will go back to the home page with a new ticket number displayed. You must double click on the ticket number to open it, complete any additional information, and then hit the Submit bar. The new ticket will be submitted to the SOM IT Department. You will NOT get a response, via Outlook, from the Help Desk Assistant.
   

1. On the Navigator bar, select Open Help Desk Ticket, under Select an Option.
   
2. Choose a Help Desk Template that matches your problem; Or choose the Create a Help Desk ticket, and fill in the fields.
   
3. Fill in the fields with detailed information.
   
4. Click the Submit Request button. A new Help Desk ticket is opened and added to the database.

Log off, on the Navigator bar, to exit the website.