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HEAT Help

6 Easy Steps to Entering a HEAT Ticket

Remember, HEAT tickets are for reporting a problem and requesting a repair.

If you would like to request a new data service or phone service Click here for Comm Services

  1. Use the Client
    • Install the HEAT client from NAL. Be sure and follow the Installation instructions
    • Login to HEAT with your regular userid. The initial password was set to heat

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  2. Many of the fields in HEAT are validated and there are tables that you can choose the information from. To see if it is a validated field
    • press F9 or
    • right click and choose validate field or
    • look for the blue question mark ? (which only appears for a validated field)
  3. Profile information
    • Type in the userid and press TAB
    • If you are not sure of the user ID (if they are a 06 or a 02?, insert a % as the wild card. If you are looking for Victoria Harpe, you could enter a in v%harp0% and it will populate a list of various user ID’s that match the pattern
    • If any of the information needs to be updated, press F5 and make the appropriate changes. For changes to occur in the current ticket, remove the final digit from the user ID (just delete it), press TAB and that will update the profile information
    • Be sure and include a speed code (formerly FRS #) if you want a technician to come out
  4. Call Type
    Press F9 to see ALL of the existing Call Types. However, you will only need one of the following:
    • Office Equipment
      • Use this when you need a technician to come and work on the PC. Insert the UofL tag on the Detail tab
    • PC Software
    • Telephone
    • Network
    • GroupWise
    • PeopleSoft

    5.
  5. Assignment
    To create an assignment:
    • Press CTRL/A or
    • Go to the Assignment tab and click on the blank piece of paper to the right of the Journal Tab.
      • Assignments are made in the Group field. To see a list of valid Assignments, press F9
      Do NOT write over the top of an existing Assignment
    • Put REASSIGN in the Resolution code field and create a new assignment (CTRL/A)
    • If you have ANY doubts about where to assign the ticket select HELPDESK
    • If you’ve included an account number/speed code to bill  select OES
    • If you need repair service on a phone select NSS
    • If you need to have an existing Ethernet connection checked select Network

    6.
  6. SAVE the ticket with one of the following
    • Press Ctrl/S or
    • Click on the diskette icon on the toolbar
    • Go to FILE and choose Save Call Record
    • Don’t CLOSE (F10) the ticket

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