The Technology Help Desk no longer processes requests for assistance submitted via email. Instead, all Help Desk requests should be telephoned to the Help Desk at 414-8324 or submitted using HEAT Self-Service.

HEAT Self-Service is a new Help Desk system that allows you to submit your requests and problems directly to the Help Desk database using the AISD Intranet. We have been using HEAT Self-Service at AISD for approximately two months and have processed 1,674 requests to date, of which 1,283 have been completed! If you read and observe the following simple instructions, you will enjoy much faster Help Desk service as well as avoid long waits on the telephone. However, if you disregard these guidelines, you may experience long delays. Please take a minute and read our guidelines!

10 EASY HEAT SELFSERVICE GUIDELINES

1) Open Internet Explorer (not Netscape). Type this URL for HEAT Self-Service into the address window: http://heatweb/heatselfservice
Use of Netscape can cause corruption of data including permanent loss of your ticket.

2) Enter your HEAT Self-Service User ID, normally the same as your network login ID. If you have problems logging in, contact the Help Desk by telephone for assistance.

3) Although there is a space for a password, no password is required.

4) Provide complete details about your request in the "Enter Your Problem" box:

*For all hardware problems, including computers, monitors, printers, etc., we must have the serial number or Dell service tag number, the make, model, and operating system. For i-Macs we also need the color (i.e. Bondi Blue, Indigo, Ruby Red, etc.) in order to determine warranty status.

*For networked printers, also include the printer IP address.

*For all software requests or problems, we must have all the computer info plus the application name, version number, and the exact error messages or description of the problem.

*If you are entering a ticket for someone else, we must have their full name, phone number, and their exact location.

*All tickets with incomplete information will be placed on hold for a maximum of 3 business days, and the submitter will be notified by email. During this time the ticket cannot be assigned or worked unless or until the necessary information is provided. If the information is not provided within 3 business days, the ticket will be automatically closed, and the submitter will be notified by email.

5) Please make sure that we have your correct email address on the ticket heading so that you will receive HSS notifications. Just add the corrections to your first submitted ticket.

6) After you click on "Submit" you will receive your HEAT ticket number. Keep this number until your issue is resolved. You may look up the status of your ticket by using this same site.

7) Please enter only one problem per ticket to avoid your ticket being placed on HOLD.

8) Before submitting your first HSS ticket we strongly recommend that you read the entire HEAT Self-Service FAQ located on AISDweb (AISD intranet).

9) Do not submit urgent or emergency issues in HSS. High priority issues should be phoned in to the Help Desk at 414-8324.

10) Do not submit requests for new email IDs or other security access on HSS - All access to information resources that require security must be requested by a submitting a hard copy of a completed and signed Technology Security Request form for each end-user to the Help Desk. Security requests include requests for accounts or access to:

• Lotus Notes
• SASI
• IFAS
• Mainframe
• Tranquility
• Network Domains

The Technology Security request form should be mailed to the Help Desk at C-230, CAC, or faxed to 414-1792. The form can be found in the Help Desk online library on AISDweb.

If you have any problems or questions about using HEAT Self-Service, please phone the Help Desk at 414-8324.