A Web Based Workorder Management System for California Schools

www.techsets.org/mytechdesk

A Web Based Workorder Management System for

California Schools

www.techsets.org/mytechdesk

Purpose

MyTechDesk is aneasy, web-basedworkorder managementsystem

Designed to help

support teams manage

their work orders more

efficiently

Easy to use in rich

features and flexible

Detailed tracking and

reporting of service

requests

www.techsets.org/mytechdesk

"IVTA manages a county-wide fiber-optic WAN for schools and public agencies. We have 91 sites throughout the county with switches and other complex equipment. We were in desperate need of a ticket management solution that was completely web-based and easy to access from any site. MyTechDesk gives us this and so much more.“

Imperial Valley Telecommunications AuthorityFelipe ReyesNetwork Administrator (2002)

www.techsets.org/mytechdesk

"We have found MyTechDesk to be a perfect solution for our needs. Our support operation has become more efficient and manageable since implementing MyTechDesk. It's easy to use, yet powerful in many ways!“

Larry Talbert Borrego Springs School DistrictDirector of Network Operations

(2003)

www.techsets.org/mytechdesk

• Available to all California K-12 schools through a collaboration with the TechSETS project and the San Diego County Office of Education

• Developed and operated by the Imperial County Office of Education

• NO COST!

www.techsets.org/mytechdesk

System provides the ability to:• Track service requests from start to completion • Define your own categories, groups and locations • Create Portals for support staff • Audit trail of responses • Generate customized reports • View quick statistics on completed tickets • Track time spent on each incident • Allow end-users to become requestors • Notify end-users • And more

www.techsets.org/mytechdesk

Benefits to Ticket Requestors

• A simple way to submit requests for technical support

• End users can directly input their service requests

• Convenient place to add, manage and follow-up on service requests

www.techsets.org/mytechdesk

Benefits to Support Staff• Provides tools to manage work orders• Work orders are received via phone, e-mail and direct

input into the system• Focus on problem resolution and not data entry• Promotes better organization and prioritization of time

and work load• Maintains history of work orders• Escalates work orders to appropriate staff• Provides a solid tool to monitor, evaluate and continually

improve the support operation

www.techsets.org/mytechdesk

Benefits to School Districts• Determine workload on support staff• Manage and distribute work orders for

appropriate staff• Document work order history• Report progress and amount of work completed• Detailed reporting of progress• Collection of data for Total Cost of Ownership

calculation

www.techsets.org/mytechdesk

System RequirementsNo hardware or complicated configuration is required to support the implementation of MyTechDesk.

Users will need:– A PC or Mac computer with Internet connection – Internet Explorer 5.x or later – Netscape Navigator 6.x or later – High speed Internet access recommended

No other comparable product is easier, simpler or more affordable.

www.techsets.org/mytechdesk

MyTechDesk WebsiteThree types of MyTechDesk users:

1. Requestors – end users requesting assistance or placing a work order request

2. Staff – Technicians or others responsible for completing work orders

3. Group Manager – Supervisor responsible for managing the work orders. Has full access privileges and controls access rights for staff and requestors. Establishes all staff accounts.

www.techsets.org/mytechdesk

MyTechDesk Website

Two options for the requestor access:

• Centralized or End-User submission of tickets

• Group manager decides which to use

www.techsets.org/mytechdesk

End User Submission of Tickets

End users or ticket requestors log in from a simplified site.

• List tickets assigned and and view status

• Manage profile and change password

• Create a new ticket

www.techsets.org/mytechdesk

Staff and Manager Home Screen

Menu Bar• Home • List• New • Mail • Files • Reports • Options • Help

www.techsets.org/mytechdesk

Staff and Manager Home Screen

Each staff member gets this customizable portal

• My Tickets• My Statistics• My Messages• My Files• My Contacts• My Bookmarks

www.techsets.org/mytechdesk

List (Tickets)

• Lists all tickets in the system

• Filtered by fields

• Search by ticket number

www.techsets.org/mytechdesk

New (Ticket)• Enter a new ticket

• Ticket has unique ID number

• Required fields

• Group manager can modify fields

• Update and close ticket

www.techsets.org/mytechdesk

MailMessaging

• Communicate with staff members

• Create a new message

• Unread messages on Staff Home Screen

www.techsets.org/mytechdesk

Files• Online storage for files

such as users guides, patches, graphics, virus definitions, etc.

• Tag for Staff Home Screen

• 25 MB capacity

www.techsets.org/mytechdesk

Reports• Generate customizable reports

• Filter by Ticket Data

• Sorting

• Monthly reports

www.techsets.org/mytechdesk

Reports

Export data (.csv or .tab)

Customized Reports

• Monthly Report

• Category

• Requestor

• Support staff

• Other

www.techsets.org/mytechdesk

Options

• Customize settings to meet your needs

• Three sections:– My Settings– Tools– Group Settings

www.techsets.org/mytechdesk

Help

• MyTechDesk guide

• Terms of service

• Customer support

www.techsets.org/mytechdesk

Additional assistance

• Flash Product Overview

• Live Demo

• Trial Evaluation

www.techsets.org/mytechdesk

To learn more about MyTechDesk and find out how it can help improve your support

organization, visit the TechSETS website at

www.techsets.org