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.
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.
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.
