This document provides an overview of how to implement an online help desk using Event Tracker. Key points include: - Event Tracker is a help desk tool that allows library staff to log issues like hardware/software bugs, errors, or requests. These events can be linked to inventoried equipment. - The workflow involves setting up library locations and inventories in TechAtlas, then enabling an event form for staff to submit issues without needing your login credentials. - As the technical contact, you can view, edit, resolve events, and update their status and resolution descriptions to build a knowledge base. Events can be sorted and searched to manage your help desk requests.

1. Implement an Online
Help Desk Using
Event Tracker

2. You will learn how to:
• Login to TechAtlas and access Event Tracker
• Create an event record
• Provide library staff with access to an Event
Form
• Search and sort existing records
• Update and mark events as Resolved

3. What is Event Tracker?
• Help desk tool built around reported “events”
broadly defined as:
– Bugs
– Errors
– Hardware, software, network, or e-mail issues
– Changes (hardware upgrades, etc.)
– Requests of any sort (software installation,
scheduled maintenance, etc.)

4. Why Use Event Tracker?
• Events can be linked to inventoried equipment in
TechAtlas.
– Can group equipment by Library Location (branches or
areas within a library)
– Creates customized help desk tool for your library.
• Library staff can log events
– Don’t need your TechAtlas account password.
– Fast and direct reporting to Tech Support staff
• Problem/resolution status can be emailed to staff
• Save “old” events to build a technical knowledge
base for your library.

5. webjunction.techatlas.org

6. Suggested Workflow
1. Create Library Locations in Inventory section
2. Inventory technology in your library using the
inventory tools.
2. Inventory networks, computers,
software and other technology
1. Create
Library
Locations

7. Setup Tech Contacts
3. In the TechAtlas account Profile, enter an e-mail
address for your Tech Contact(s).
A. Click Profile
B. Enter email(s) of staff who should
receive notification of “events” and
will manage technology issues in
Event Tracker.

8. Get Started
4. Open Event Tracker and begin using
A. Open Tools
& Report page
B. Click Event
Tracker

9. Create a Record Using the Event Form
Click Add New Event to
access the Event Form
• Event records can be created while
approved users are logged into TechAtlas
• Library staff can add records via a link to
the form without needing your login
information.

10. Creating an Event Record-While Logged In
1. Library Locations you
created
1
2. Your library’s
2
inventoried technology
3
or generic categories
(Computers, Network,
4
Peripherals,…)
3. ID general type of event
from list:
• Bug, Error, Hardware,
Software, Network,
Change, Email or
Request
4. Enter detailed
description of problem

11. Creating an Event Record-While Logged In
5. Defaults to Primary
Contact name in account
Profile.
• Edit to reflect name
of user, if needed.
6. Enter contact email for
5
future follow up.
6
7. Displays date/time event
7
is reported.

12. Creating an Event Record-While Logged In
8. Status is marked
Unresolved by default
when first created.
• Tech Support can
change status when
event is resolved.
9. Resolution text can only
be entered by Tech
Support when logged into
TechAtlas.
• Keep this information
to create historic 8
knowledge base
10. User can request status 9
updates.
10

13. Event Form Access for Library Staff
Library staff can report issues without logging into TechAtlas
• Create a link to the Event Form on:
– Your library intranet
– Each computer desktop
• Email library staff a
link to the form with
an explanation of use

14. Launch Event Form
Event Tracker provides:
a. Customization options
b. Event Forms by Library
Location
a
b

15. Staff Event Form
• Event Form accessed off-line is slightly different from that used when
logged into TechAtlas
1. Add a custom
welcome to staff on
form
1
2. Staff can view and
search existing
2
records before
submitting a new one
3. Clicking Send adds
the event to the
Event Tracker list of
records and sends
an email to Tech
Support.
3

16. Event Records = Knowledge Base
2
1
3
4
1. Click icons to sort by Event Type
Marked
2. View/sort by equipment name/type
Resolved
3. Sort by date issue was Last Updated
4. Original Description of Problem displays in black text.
• Resolution text entered by Tech Support and date stamp display in green

17. Event Records
Sort and search list of events
1. Hide/show 1
resolved 2
issues 3
2. Use Search 1
to find issues
5
containing
common text
3. Sort by Event
4
Type
4. Sort by
location
5. View by
name of user
reporting the
event

18. View/Edit
1
Tech Support reviews and updates
event records
1. Click View/Edit
2
2. Review details of event record
– Troubleshoot and take action
as needed.
3. Notify others of this issue &/or morgank@oclc.org; techatlas@webjunction.org
3
resolution by email, when
needed.
Mark Resolved
4
4. Update status when resolved
when issue is
5. Describe resolution or status, closed
5
if work is in progress

19. Other Useful Features
• View event history on inventoried Computer Profile page
Event Tracker history
for this computer
• You can download a spreadsheet
of your events (CSV format).

20. WebJunction.org/techatlas

21. Thank you for joining us today.
techatlas@webjunction.org