HelpDesk Follow-up

Q - How Does My Request Flow Through the System and How Do I Get Notified of Results?

Once your request has been successfully submitted into the system it is automatically assigned to a HelpDesk support staff member. (Initially this will be someone from the National Office of the country you registered under. If they are unable to resolve it, it will be escalated to Gemini staff).

After the support staff member has looked at your request they may be able to resolve your request immediately. In other cases the response may require more thought and the staff member may work a little on it immediately and resolve it later.

If any support staff member works on your request this logged in the HelpDesk system and you will receive an e-mail from the system informing you that work has been done on your request. This e-mail includes the URL to log into the HelpDesk and search for your request so you can see the work done.

If a support staff member resolves your request then you will receive an e-mail giving the details of the solution to your request as well as a log of any work done on your request.

Q - How Do I Update a HelpDesk Request?

If you wish to add more information to a request that you have submitted, logon to the HelpDesk and click on the My submitted Requests link on the left hand side frame. If you have only one request in the system the details of the request will be displayed along with a Go to Modify page link. If you have more than one request in the system a table will be shown showing the status of each request. Click on the Display link for the request that you wish to update to show the details of the individual request. 

Next, click on the Go to Modify page link to bring up the "Modify view" of the request. You can now append more information to the Details section of the request and then click on the Modify button at the button of the page. The staff member assigned to your case will automatically be notified that you have updated your request.

Q - How Do I Re-open a Resolved Request?

After responding to your request, the assigned staff member will normally set its status to resolved. However, in some cases it may be that they have failed to answer your question. You have the opportunity to re-open the request and ask the HelpDesk support staff to provide more information.

Once a HelpDesk request has been resolved you have 14 days to either close the request if you are satisfied with the response or re-open it if you are unsatisfied with the answer. If you do not close the request or attempt to re-open it within 14 days we will assume that you are satisfied and the system will automatically close the request.

To re-open a resolved request simply logon to the HelpDesk, go to the Modify page of the request that you wish to re-open and simply add more information to the Details field of the request and then click the Modify button.

The system will then automatically re-open the request, you will receive e-mail confirmation and the support staff will be notified.

Last update February 23, 2002; Phil Puxley
In original form; Simon Chan