View source for How to work with helpdesk

In order to work with helpdesk.rosalab.ru, you should first create an account at support.rosalab.ru

Then you can go [http://helpdesk.rosalab.ru helpdesk.rosalab.ru].

Enter your Login and Password. If you have lost your password, follow the {{Menu|Forgot your password}} link at the bottom of the form.

By default, UI of the helpdesk site is in English. If you want to switch to Russian, follow the {{Menu|Settings}} link in the upper-right corner. In the form appeared, choose '''Russian''' in the {{Menu|Select Language}} and then press {{Menu|Update}}.

In the upper-left corner go to the {{Menu|Assistance}} and click on the {{Menu|Tickets}}. You will see a list of all requests.

At the top of the form, there are three buttons; click on the one marked with {{Menu|"+"}} to add a new request.

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A new request form will be opened.

In the {{Menu|Actors}} section set you name.

At the right side, in the {{Menu|Category (class)}} section open a drop-down list and select issue category to which your request belongs.

In the {{Menu|Assigned}} section please '''only''' choose '''RosalabFirstLevel'''.

Now check the following fields:
* Status - should be set to New
* Urgency - should be set to Medium
* Impact - should be set to Medium
* Priority - should be set to Medium
* Request source - should be set to Helpdesk

Now in the {{Menu|Title}} provide a short summary of your request.

In the {{Menu|Description}} section please provide a detailed description.

In the {{Menu|File}} section you can attach screenshots or text files (the size of every file is limited to 2 Mb).

When you have filled and checked all the forms, press {{Menu|Add}}. A new request will be created.

In order to see all your requests, press {{Menu|Home}} in the upper-left corner. You will see a list of all requests filed by you.

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The list of tickets contains the following data:<br />
* '''ID''': - request numeric identifier
* '''Actor''' - your personal information
* '''Associated elements''' - usually unset or set to Commons
* '''Description''' - Link to your ticket with description

You can view your request by clicking url in the {{Menu|Description}}. In the {{Menu|Documents}} section there is a {{Menu|File}} subsection at the bottom with a list of files attached to your request. You can add more files to existing requests.

In order to add a new file, press {{Menu|Choose}}, select a file and press {{Menu|Add}}.

In order to remove the file, press {{Menu|Remove}} at the left of its name.

[[File:Hpd-9.png|200px]]

[[Category:Documentation]]

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