Directorate Automation Center (DAC)

basicgratisMechanics

Nov 5, 2013 (4 years and 7 days ago)

108 views

Directorate Automation Center (DAC)

Directorate of Family and Morale, Welfare and Recreation
, Fort Lee, VA.


FMWR TRACKIT HELPDESK SOP

Standing Operating Procedures


General.
This standing operating procedure addresses the
procedures and processes for
the
FMWR staff to follow in submitting help desk requests and the DAC staff procedures to our
customers for each helpdesk request.

Scope.
This document pertains to all DFMWR,
staff members and all IT systems
.

(Excluding
Lodging Operations and Child and Yo
uth Services & Schools (CYSS))

Procedural Requirement.

1.


USERS

(Email/Phone
-
in)
:
When a user encounters an automation problem, they will
perform the following procedures to file a helpdesk request for resolution;

a.

Upon encountering an automation problem, re
start the computer, check to
ensure all power cords are plugged in. If a restart does not resolve the problem,
go to b. below.

b.

Call the FMWR IT Helpdesk at 734
-
6473.

c.

Take note of the Work order number provided by a DAC staff member.

d.

Call the FMWR IT
Helpdesk if the problem should resolve itself or ceases to exist.

e.

If you do not receive
an email, phone call, or on
-
site visit with assistance from a

D
AC

staff
member
within 24 hours, contact the
a DAC staff member at 734
-
7167/734
-
7448/734
-
6473 or the
Garr
ison Information Systems Officer (GISO) at
734
-
7157/479
-
0287.


2.

USERS (Web On
-
Line);
When a user encounters an automation problem, they can
perform the following procedures to file a helpdesk request for resolution if unable to
reach a DAC Staff member;

a.

Upo
n encountering an automation problem, open up your internet explorer and
go to
http://leemwr.net

and click on “Trackit Help Desk.”

b.

Click on New Workorder and enter the information requested by the on
-
line
form. Please not
e the work order number assigned to the workorder you have
just created.

c.

The DAC Staff check the system periodically throughout the day and will see your
workorder in the system and will begin to work it in the order of our established
priorities (Same as
Email and Call
-
in work orders).

d.

If you do not receive an email, phone call, or on
-
site visit with assistance from a
DAC staff member within 24 hours, contact the a DAC staff member at 734
-
7167/734
-
7448/734
-
6473 or the Garrison Information Systems Officer (
GISO) at
734
-
7157/479
-
0287.


3.

DAC STAFF:
The DAC staff will perform the following procedures for
all email or phone
-
in
requests for problem resolution;

a.


The DAC
staff member

will
request
the
following information to complete your
help
-
desk ticket;

i.

Name of
User

ii.

Computer Name (Note: MUST be the name of the computer with the
problem. The last three numbers of the name is all that is needed, i.e.
LEEEWKDMWR123, only the “123” is needed. If this is a POS it will be PO
not WK as indicated in the example above.

iii.

Activity

iv.

Bldg number

v.

Summary of problem.

vi.

Provide you with the Work order number.


4.

FOLLOW
-
UP:


PREPARED BY: Robert W. McGough, Garrision Information Systems Officer (GISO), Fort Lee, VA.