1. IT Handbooks 1. IT Handbook – CAM 2. IT Handbook – LSP 3. IT Handbook – CDF 4. IT Handbook - POL

2. How to Login to Greentree Logging on to Greentree Once you have logged into the remote desktop, you are able to access Greentree 1. Launch Greentree 2. Enter the Username and Password Username = *your username* Password = *your password* Company = RCTC for the Diocese of Melbourne Using the Menu bar 1. Click Workflow 2. Click View 3. Click Desks 4. Select Service Desk – Support or Service Desk – Team Leader for Desktop to open 5. You are now logged into Greentree Service Desk Console

3. How to Login to Greentree Viewing an open Service Request (SR) Workflow -> View -> Desks Once that opens, select A Service desk, click ok. This will bring up all the current open tickets. Viewing a closed SR CRM -> Service & Support -> Service Requests If you know the ticket number you can enter it in the number field and hit enter, otherwise you can search using the summary field.

4. Logging a Support Request Logging a ticket When any job occurs, you need to log a ticket For the issue that the client is having. To Log a ticket you need to go into: CRM -> Service & Support -> Service Request This brings up a Service Request. Fill in the following details: 1. Summary: (POL, CAM, LSP or CDF – contacts name – brief summary of the problem) 2. Location: (where they are calling from) 3. Organisation: (where they are calling from) 4. Contact: (who called) 5. Problem: (click on the magnifying glass to bring up details) 6. Problem Description: (use the following template)(ctrl + enter to move to the next line) - [your name + date] - User: [the person who called] - Location: [where they are located] - Problem: [Enter a description] - Cont: [Enter a contact phone number] 7.Click on the Save button

5. Workflow -> View -> Desks Select A Service desk Bring up selected activity and select the additional tab. Assigning a Support Request

6. Under Assigned User, select who you wish to reassign to. Click Save Assigning a Support Request - cont

7. Whenever action has been taken on a call, it always needs to be documented. - Bring up the service request - In Problem Description, you need to enter your name + date and any updates/actions that have been taken on the ticket. - Click Save Updating a Support Request

8. Closing a Ticket Workflow -> View -> Desks Once that opens, select A Service desk, click ok. Find the open ticket and double click. Fill in: Solution: Click on the magnifying glass. Solution description: - [Your name + date] - (a solution to the problem) Closing a Support Request

9. Select Time Line tab In Effort to Complete you need to put the hours that the person who fixed the problem spent on it minus travel time. This needs to be done on every call and service request Set the Status to Closed Write down the job number Click Save Closing a Support Request - Cont

10. Production Servers - Check for latest copy in Site Book

11. Sites we directly Support - Check for latest copy in Site Book

12. Users we support

13. Services we provide Computing File Print Fax Email Telephony Infrastructure Backup & Restore Web hosting Data hosting (SQL/Greentree ) Application Hosting Audio-Visual

14. Team – Meeting & Communication Strategy 1. Team Meetings Every 2 months 2. IS Management meeting ( Tony, Kevin & Ashleigh ) Every 2 weeks 3. Operation Meeting Daily 4. One on One – Tony + Individuals Every 2 months P.S. Other meeting organised by Team leaders as required.