ExtraView NETS Help Desk
ExtraView: https://cislcustomersupport.ucar.edu
Change your password:
- Click on the Account: <your login name> in the upper right hand corner
of the window
- Enter your password again and click on the Submit button. This will
take you to the user preferences screen.
- Change your password in the password and verify boxes
- Click on the Update button
Submit a NETS ticket:
- Click on the add button at the top of the screen
- Fill out the ticket with as much information as possible. Fields in
red are required
- Click on the Submit button at the bottom of the page
Submit a ticket to the SCD Help Desk:
- Click on the add button at the top of the screen
- Change the App-Type field (right under Help Desk tab) from NETS Help Desk to CISL Help Desk. Once the
screen has refreshed, fill out all known information. Fields in red are required.
- Click on the update button at the bottom of the screen
How to submit a ticket to the Infrastructure Help Desk:
The Instrastructure Help Desk is used to track property in the computer room.
Any time equipment is added or removed from the computer, you must submit a
ticket to the Infrastructure Help Desk in ExtraView.
- Click on the add button at the top of the screen
- Change the App-Type field (right under Help Desk tab) from NETS Help Desk to Infrastructure Help Desk. Once the
screen has refreshed, fill out all known information. Fields in red are required.
- Click on the update button at the bottom of the screen
Searching for a ticket:
- Search by ID#
- Type the ticket number in the ID# box at the top Right Hand corner of
your window
- Push your enter key
- Search by Report
- Click on the Query button
- Scroll to the bottom of the window to see the available reports
- Click on the Run button next to the report you want
- Search by Query
- Select the fields in the Query Filters area
- Click the red Go button
- Search by work request number:
- Click on the Query Button at the top of your ExtraView window
- In the Query/Report Options section select Condensed Query Filters
and Advanced Query Screen
- In the Query Filters section select WR# from the
Select Field pull down
- Select contains from the Operator pull down field
- Type your WR # in the Value box
- Click on the GO
ExtraView open ticket reports:
- Click on the Query button (top of the window)
- Select the "Run" button next to your report (near the bottom of
the window)
- A new window will appear with your open tickets
How to update a ticket:
- Search for the ticket to update (see above)
- Update the time you have spent on the ticket in the Time Spent field
- If your portion of the ticket is complete, change the Release Status field
from Assigned to Closed
- If you are the only one assigned to the ticket, the ticket will close
on your update.
- Otherwise the ticket will close when all assigned staff close their
portions of the ticket.
- If you are the only one who worked on the ticket, the ticket is complete
but there are other staff members assigned to the ticket, change the Release
Status for the other staff members to Closed.
- Fill in the Problem Resolution field on the Ticket Resolution tab
- Select Yes in the Email to Secondary if you want to notify the requester,
TSPOC and additional staff
- Fill in the Email Attention Banner field if you have information to share
with the user. However this will overwrite with "This request is
complete and has been closed" if you are closing the request. In
that case, you can fill in the comments field, but the comments field appears
farther down in the email the user receives.
How to close a ticket:
- Change the Release Status for all assigned staff to closed
- Include any notes related to the ticket in the Problem Resolution field on the Ticket Resolution tab
- The status of the request will automatically change to closed. Add any additional information that the user may need to know in the Email Attention Banner.
Sending reports to a file:
- Click on the Query button (top of the screen)
- Select the "Edit" button next to your report (near the bottom
of the window)
- Select Microsoft Word, Microsoft Excel or Text from the Output to Browser
field (upper left hand side of the window)
- Click the "Run Report" button
- Click OK to Open the file with the default application
Printing Marla's open ticket report:
- Set up the report
- Click on the Query button (top of the screen)
- Select the "Edit" button next to the "NETS - Open Tickets
by Person" report (near the bottom of the window)
- Change the Row to print field (left hand side) to 500 rows per page (very important or not all records will print)
- Click the "Run Report" button
- Printing the Report
- Select Print from the file menu
- Select the printer Hygiene
- Click on the Properties button
- Click on the Finishing tab
- Select Print on Both Sides and Landscape
- Click on the OK button
- The printer window will appear again, click OK to print.
Printing Marla's Open Add Remove Tickets report:
- Set up the report
- Click on the Query button (top of the screen)
- Select the "Edit" button next to the "NETS: Open Add/Remove Tickets report"
- Change the Row to print field (left hand side) to 500 rows per page
- Click the "Run Report" button
- Printing the Report
- Select Print from the file menu
- Select the printer Hygiene
- Click on the Properties button
- Click on the Finishing tab
- Select Print on Both Sides and Landscape
- Click on the OK button
- The printer window will appear again, click OK to print.
Processing chargebacks:
Requesting status of a ticket:
- Find the ticket in ExtraView
- Click on the Edit button
- Select the Problem Resolution tab
- Change the Request Status from No to Yes
- This will refresh the screen
- The email attention banner will fill with this information: "Please
send in a status update of this WR via ExtraView, or report time to close."
- The Request Status button will change back to No
- Confirm that Email to Secondary is set to No
- Click the Update button
Assigning an urgent ticket:
- If NETS receives an urgent request, nets-work will receive an urgent ticket
email
- Judy, or her back up, should handle this request as soon as possible
- Review the ticket. Is it urgent? Can it be handled tomorrow?
Does it have a due date of next week? If it is urgent, or you are unsure,
assign the ticket by doing the following:
- Call the correct staff member to handle the request. Let them
know that you will be sending an urgent ticket.
- Find the ticket in ExtraView
- Select your name from the approved by field
- Confirm that the status of the request has changed to assigned
- Change the NETS Contact field and the Assigned To field to the staff
member you contacted to handle the ticket
- Confirm the Mail to Secondary has changed to Yes
- Click the Update button
Removing staff from a ticket:
- Find the ticket in ExtraView
- Change the NETS Assigned Staff field to "none" (at the top of the list)
- Change the Release Status to "Closed"
- Enter information in the Email Attention Banner field to let staff know
what has changed (i.e. "Belinda has been removed from this ticket.")
- Click the Update button at the bottom of the page to submit the changed ticket
Email from ExtraView:
- Email is sent to the originator and nets-work when the status is new
- By default, email is sent to the originator, nets-work, nets assigned staff,
TSPOC and additional contact when the ticket has been approved or when the
ticket is closed
- All other updates to the ticket are sent only to nets-work and NETS assigned
staff by default
- To include originator, TSPOC and Additioanl Contact in emails, change the
Email to Secondary field to Yes.
- The Mailing List at the bottom of the ticket shows who will receive a copy
of the ticket
- This Mailing List also appears at the bottom of the email
Rejecting a ticket:
- Find the ticket in ExtraView
- Select Yes from the Rejected Request field
- This will change the Status of the request to closed, the Release Status
field to closed, fill today's date in the Actual Completion field, change
the Mail to Secondary to Yes and fill the Email Attention Banner field
with "This Request has been Rejected."
- Click the Update button at the bottom of the page to submit the changed ticket
Transferring a ticket:
- This is only available to staff in the nets-work role
- Find the ticket in ExtraView
- Click the Transfer to CPG button and click the Update button at the bottom of the page to submit the changed ticket
Creating a SOTN report:
- From ExtraView, click on the Query button at the top of the window
- Click on the Edit button next to the NETS-Work: SOTN Report
- The bottom portion of the window shows query filters
- There are two criteria for this report, the date the ticket was created
and the date the ticket was closed
- Find the field that says Date Closed(DATE_CLOSED). Enter the start
and end date for ticket search in the date fields next to the Date Closed
field.
- Find the field that says Date Created(DATE_CREATED). Enter the start and
end date for ticket search in the date fields next to the Date Created field.
- Click on the Run Report button near the top of the page in the Column Report
Options section of the window.
FAQs:
- How can I tell who is going to receive email when I update a ticket?
- The list of people who will receive a copy of the email is listed in
the Mailing List area at the bottom of the Update window.
- How do I send email to the Requester?
- Change the Email to Secondary from None or No to Yes.
- What is an Interest List?
- Interest lists are lists of users who want to receive email when a certain
type of ticket is submitted or updated.
- How can I change the type of email I receive from ExtraView?
- You can change this on your user preferences page.
- Click on the Account: <your name> link
- Type in your ExtraView password
- Click on the Submit button
- Select the type of email you would like to receive from the Email
format field (HTML, Plain Text (full), Plain Text (brief), Plain Text
(very brief)).
- How can I print just one page of a ticket?
- Here are two suggestions:
- You can just print the first page of the print out by selecting page
1 to 1 on your print window.
- Change your email to from HTML to text. See above. Fewer
fields will appear in your email if you select Plain Text (brief) or Plain
Text (very brief).
- Why is the email text different colors?
- All items in red are new or have been changed
- Items in black have not changed
- Items in green have been removed
- Why is there SCD Help Desk information on the email from ExtraView
- Due to a limitation with ExtraView, that is scheduled to be fixed in
a new release, we share the email and search views with the SCD Help Desk.
Once the new release is out, we should be able to remove this information.
- Where do I report chargeback materials?
- Search for the ticket to update
- Click on the Ticket Resolution Tab
- Fill in the Chargeback Materials field
- Who are the TSPOCs?
- How can I change the reports on my home page?
- The reports are changed on your user preferences page.
- Click on the Account:<your name> link
- Type in your ExtraView password
- Click on the Submit button
- Select the report you want to change in the Home Page Report area
- What fields fill automatically in ExtraView?
- Based on the Problem Classification
field, these fields will fill automatically. However, the fields
can then be changed by the person assigning the ticket
- How do I show more records on a report?
- Log into ExtraView
- Click on the Query button
- Change the 20 rows per page field (left hand side near the top of the page) to 100 or 500
- ExtraView will remember this setting the next time you log in
- Why does my ExtraView page look different?
- Confirm you are in the correct role, business area
and application.
- Click on the home page
- Confirm these settings
- Help Desk
- Role: NETS or NETS-Work, Business Rea and App. Type: Help Desk and NETS Help Desk
- NETS Add/Remove Form
- Role: NETS or NETS-Work, Business Rea and App. Type: NETS and Add Remove
- Fixed Asset System
- Role: Asset-Read or Asset-NETS, Business Rea and App. Type: Asset Mgt. and Assets
- Why can't I change my role and/or business area and project
- You must click directly on the words in the menu to change these, not just near the words in the menu.
- Who do I contact with questions about ExtraView?
Address comments or questions about this Web page to the
Network Engineering & Telecommunications Section
at
nets-www@ncar.ucar.edu.
The NETS is part of the
Computational & Information Systems Laboratory
of the
National Center for Atmospheric Research,
which is sponsored by the
National Science Foundation
and managed by the
University Corporation for Atmospheric Research.
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UCAR General Privacy Policy
and the
NCAR/UCAR/UOP Terms of Use.
