Access & Identity Management Getting support for Athens / OpenAthens Aaron Wolf – [email protected] May2009
Access & Identity ManagementGetting support for Athens / OpenAthens
Aaron Wolf – [email protected] May2009
Accessing the Service Desk via the web
• Access Service Desk using your administrator credentials
– follow ‘Log a Query’ link from administration area– https://support.eduserv.org.uk/athens
• Responses will be sent to your registered administrator email address
– Keep this up to date!
The home page
Log a new Service Call
• Choose the closest topic for your query
• Allows Service Call to be assigned quickly to most appropriate support team
New Service Call
Tracking progress
• Three stages:– Open – in progress, or awaiting a response– Resolved – question answered / problem solved– Closed – you have agreed it is resolved or no further
response after 5 working days
List of Service Calls
• Short summary of each Service Call– sort by date, status, etc.
View sub-administrators’ Calls
• If you have sub-administrators– view their Service Calls– add updates in your own name
Thanks
Q&A