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User’s Guide

 

 

 

 

 

Introducing OneOrZero!

 

“OneOrZero is a powerful enterprise task management and help desk system used by companies and groups large and small to manage information and requests in their organization.” From http://www.oneorzero.com/

 

The VC Help Desk Support will use OneOrZero to track all issues, problems, and queries submitted by the participating VC member libraries.  The OneOrZero software also includes a Knowledge Base which will be maintained by Support Managers and will provide answers to common VC concerns/problems.

 

Some Key OneOrZero Definitions:

 

Ticket: created to allow the user or support managers to quickly locate, add to or communicate the status of your issue or request.

 

My Group: your library network

 

Knowledge Base: a resource for users and support managers to find an existing solution to his or her current problem (thus avoiding having to 'reinvent the wheel' for commonly occurring VC problems/issues).

 

Profile: your user account information

 

You can also find general documentation on the OneOrZero wiki: http://www.oneorzero.com/wiki/index.php?title=User_Guide

 

Creating or Updating Your Profile: Website & Login

 

Login Page: http://www.massvc.org/ooz/

 

 

Check to determine if an account has been created for you by trying to sign in using the first letter of your first name and your last name.  The default password is: baseball. If you already have an account, please review your profile and change your password.  

 

If you need to create an account, please skip to the Create User Account section.

 

 

 

 

 

 

 

 

 

 

 

 

Update User Profile

 

 

Click on Edit Profile

 

Edit Profile: Part 1

 

Please fill out as many of the fields you can so Support Managers have several ways to contact you.

 

Text Box: Sample Data

 

Edit Profile Part 2: REQUIRED

 

 

 

 

 

 

 

 

 

 

 

 

Create User Account

 

Use the first letter of your first name and your last name as your user ID.

Please fill out as many of the fields you can so Support Managers have several ways to contact you.  Please complete all “yes” fields.

 

 

 

 

 

How to Create a New Ticket

Once you have a user account you can create a trouble ticket.  However, you must first

Check for open tickets to ensure that you are not creating a duplicate ticket.  Please also check the Announcements for VC related updates.

 

Click on My Group’s Tickets in the User Options menu.  My Group’s Tickets are open tickets while My Group’s Recent Tickets are closed tickets.

 


 

 

****** PLEASE NOTE: IF YOU HAVE JUST CREATED YOUR USER ACCOUNT YOU WILL NOT BE ASSOCIATED WITH A GROUP (NETWORK); A SUPPORT MANAGER WILL ADD YOU TO YOUR GROUP BASED ON WHAT YOU PUT IN YOUR PROFILE.  PLEASE SKIP TO CREATING A TICKET. ******

 

For instance, you want to submit a ticket because your network cannot access the VC, so first you would check for open tickets, and if you found a ticket for your library group (network) that describes this issue, then please do not create a new ticket.  However, be sure to confirm that the details of the ticket match your issue by clicking on the Short Description. 

 

 

 

 

 

If there is already an open ticket for your issue then you can follow the ticket status by viewing the ticket periodically and checking for updates.

 


 

 

 

You may add pertinent information by updating the ticket – See the Making Changes/Updating Your Ticket section. However, generally you will update only the tickets that you create.

 

If your ticket is a general question or common error please check the Knowledge Base after checking open tickets – to learn about the Knowledge Base please skip to that section.  

 

If there are no tickets for your issue, let’s create a ticket!


Create a New Ticket

 

Select the options that you feel describe your issue the best.  There is no right or wrong answer here!  Support Managers can update and change every option, so do not worry that the ticket is locked. Please make sure your contact information is correct – if not, you may edit the information here, but once you’ve created your ticket please update your profile. 

 

However, please note that once you have created a ticket – only the Support Managers can delete it.  If you have created a ticket in error please just update the ticket with “Delete – Created in Error” or email the HelpDesk.  (vchelpdesk@flo.org). 

 

 

You should receive a confirmation message after clicking on Create Ticket.  Your ticket should also be listed in My Open Tickets.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The Support Managers will see your new ticket in their Unassigned Tickets as well as an email with the basic information. 

 

 

 

 

Making Changes/Updates to your Ticket

 


 

 

 

Your update should now display.

 

 

Add Attachments to Your Ticket

 

You may want to add attachments to your ticket like screenshots that show the error you’re getting, etc.

 

First, view your ticket by clicking on My Open Tickets and selecting the ticket from your list.

Click on Browse… to find your attachment’s location on your PC. 

 

 

Select your File.

 

 

 

Submit your attachment.

 

 

 

You should then see a link to your attachment and see the attachment upload in the Update log.  

 

 

Email Notification of Updates by Support Managers

 

In addition to being able to track your ticket by viewing it in the HelpDesk application, you will also receive email notifications from the support manager assigned to your ticket.  The emails that you will receive should look similar to the example below.  In this case the support manager has updated the ticket.

 

 

 

The Support Manager might update the ticket again, and you’ll receive another email similar to this:

 

At this point you’ll want to follow the link and view your ticket.  Once you have your ticket open, click on the new attachment and review the update/response from the Support Manager.

Closing Your Ticket

 

If the response answers your question or your issue has been fixed and the ticket should be closed respond to the Support Manager to let him/her know that the ticket is complete.  The Support Manager will close the ticket and you will receive a confirmation email. 

 

 

Closed ticket notification:

 

 

If the ticket should not have been closed, update the ticket to notify the Support Manager and the Support Manager will re-open the ticket. For example, if the VC was down, back up, but then back down again in the same afternoon you should update the same ticket to notify the Support Manager that the issue has returned. 

 

If the ticket/issue has been resolved, please offer feedback.  Once a ticket is closed, it will be listed as a Closed Ticket, and the Add Feedback link will be available.

 

 

Offer Feedback

 

To provide feedback there’s a dropdown list as well as a comment section. 

 

The system does not log the user name; it only adds the response to the feedback report and overall ticket satisfaction statistics.

 

 

Knowledge Base Basics

 

Currently, the KB is still under development, and as resolutions and queries are answered the KB will grow to include basic VC information as well as troubleshooting information and answers. 

 

To view the KB, click on the Knowledge Base link in your User Options menu. You should see something similar to the screenshot below.  Main areas have categories linked below and within each category there is one or more specific KB topic links. 

 

You can submit a KB question which the Support Managers will address.  You should also search for answers to common VC issues.  For example, sometimes patrons will get an “Internal Server Error” when they try to make a request.  You can browse or search keywords in the KB. 

 

 

 

Enter search terms

 

 

Results List

 

 

Click on the KB Solution