HelpDesk - Overview of Aras HelpDesk Portal
To place a ticket with the Aras HelpDesk team, users will be required to log into the HelpDesk online portal at https://helpdesk.aras.com.
Click on "Sign in with SSO" (Single Single On). Authentication to your account should happen automatically and get you signed in quickly.
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On the HelpDesk portal home screen, please note the options presented:
- Browse Help Articles - FAQ's and Help Articles
- Report an Issue - Ticket/Incident Creation
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Request a Service - One-stop Product or Service Requests
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Approve Requests - Reporting Manager approval page
To create a Ticket/Incident, click on Report an Issue.
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Search for a Requester:
There is an option to Search for a Requester in the occasion that you need to report an Incident for a co-worker.
Category:
To the best of your ability, select the General Category and subcategories pertaining to the issue you are experiencing.
ie. You are experiencing an issue with Dynamics 365. Select Category: Applications and Sub-Category: Dynamics 365
Subject:
Provide a brief overview of the issue experienced.
ie. Cannot log into Dynamics 365.
Description:
Provide as much detail as possible for the HelpDesk team to resolve your issue efficiently. Screenshots or documentation can be inserted or attached to the ticket.
ie. I am unable to log into Dynamics 365. I have not attempted to log in for the past year. Attached is a screenshot of the error I am receiving.
Urgency:
Please select the appropriate Urgency for your request or incident:
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Low - Common requests or low impact incidents.
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Medium - Requests or incidents with a higher impact to business.
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High - EMERGENCY site-wide events or other high impact incidents ONLY.
Important: Mark your ticket with the appropriate Urgency. Marking your ticket as HIGH is an emergency or high level work-stoppage event and should be used as such. Managers may be involved if tickets are mismarked as HIGH level events.
Submit your Ticket and an Agent will assist you.
Request a Service:
The Service Catalog has a number of Services and Products on offer to the Aras workforce. The primary intention is to allow fast requests for non-break\fix actions.
ie. Select Modify a Distribution List from the Email Management group. Provide the name of the Distribution List and the recipient names to be added or removed, then Submit the request.
A HelpDesk Agent will fulfill and resolve the request.
**Approvals may be required for some items.
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