08/21/2018

G.   Service Desk requests via website

Instead of waiting on hold to contact the DHS Service Desk, staff can send a request for assistance via their website. The website allows staff to explain the help they need and enter the assistance queue without waiting on the phone during busy call times.

• NOTE: The DHS Service Desk website can also be used to check on an existing ticket, or to see current announcements regarding statewide issues.

DHS staff have a link to the website on their desk tops, or via the C drive, or it can be accessed directly.

Locating the shortcut. To use the DHS Service Desk request on a DHS desktop:

• Locate the DHSOHA Shortcuts folder in the desktop;
  
  
  • If the folder is not on the desktop, the shortcut can be accessed or added via the C:drive;
• Choose the Service Desk Portal option;
  
  
• 
  
  A page will open with CA Service Desk Manager in the top left corner; this is the DHS Service Desk website.

DHS Service Desk web address. The website address can be use by both DHS and AAA staff using Internet Explorer: https://servicedesk.dhsoha.state.or.us/CAisd/pdmweb.exe.

 

A page will open with CA Service Desk Manager in the top left corner; this is the DHS Service Desk website.

Using the website to make a request. After the site opens, add a Service Desk request by clicking File > New Incident. When the form open, work through the boxes and provide as much information as possible.

Boxes with a symbol in the corner, either a magnifying glass or a plus sign (+), will provide additional information when the symbol is clicked; be as accurate as possible.

When the form is complete, click on Save in the upper right blue bar.

A request can also be created by clicking on Quick Incident and explaining the issue in the Quick Incident box.