Run the IT helpdesk

6 min Secretariat staff (IT)

Pick up staff IT tickets, assign them, work them within their response time and keep the IT equipment list.

What you will learn

See all tickets and what is overdue
Assign a ticket and set its priority
Start work and mark it resolved
Keep the equipment list up to date

Any staff member can report a problem from My work → IT help. Each ticket has a response time set by its priority: Urgent 4 hours, High 8 hours, Normal 24 hours, Low 72 hours. The person who raised it confirms the fix.

demo.ahpcghana.com/staff/secretariat/it

All tickets, with response times.

demo.ahpcghana.com/staff/secretariat/it?tab=equipment

The IT equipment list.

Step by step

In the left menu, open Secretariat and press IT. The page is called IT helpdesk and opens on All tickets.
The cards at the top show Open tickets, Waiting for IT, Overdue and Fixed in time (30 days). Press a card to filter.
Use the chips Open, Waiting for IT, To confirm, Closed and All, or search by ticket number or problem.
Press a ticket to open it.
- Choose the IT officer and press Assign. Change the Priority if needed: the response time changes with it.
- The IT officer presses Start work when they begin. The status becomes Being worked on.
- Add updates or questions in the activity box. The person who raised it sees them.
- When it is fixed, press Mark resolved. The person is asked to confirm with Yes, it is fixed, or Still not working to reopen it.
Tickets assigned to you are on the Assigned to me tab.
Equipment: on the Equipment tab, press Add equipment.
- Fill in Tag (for example AHPC-LT-006), Name, Kind, Status, Make and model, Serial number, With (staff member), Location, Bought on and Notes.
- Press Save. Staff can then pick the device when they report a problem.

What you will see

Ticket statuses: Waiting for IT, Assigned, Being worked on, Resolved, Closed.
… left or … overdue in the Response time column. Fixed in time or Fixed late once resolved.
Equipment statuses: In use, Spare, Under repair, Retired.

Check yourself

Pick an answer for each question, then press Check my answers. Nothing is saved or sent.