Help Desk Frequently Asked Questions







Previous Topic  Next Topic 

The following frequently asked questions regarding the Help Desk can be a useful reference when you have your own questions about requesting AWARDS assistance.  Click a question from the list here to navigate directly to the corresponding answer, or scroll through the full list of questions and answers below.

Are there any questions or problems that should be submitted to someone other than the Help Desk?

Can email notifications be sent to the Local Help Desk team when Help Desk messages are received in AWARDS?

Can Foothold respond directly to the person who reported a problem rather than to the local Help Desk?

Can I call or email Foothold if I have a problem or question?

How do I change who receives the Help Desk messages sent from our users to the local Help Desk team?

How do I specify in AWARDS who is on the local Help Desk team?

Some messages received by the local Help Desk have a "Forward to Help Desk" button and some don't.  Why?

What is a "path" and how do I write one when communicating with the Help Desk?

Why are there so many required fields on the problem reporting form?

Why do I need to send a path to the Foothold Help Desk when reporting an issue?

Are there any questions or problems that should be submitted to someone other than the Help Desk?

At Foothold Technology we welcome communication from you regarding any questions, comments, or concerns you may have.  The following table is designed to help you determine to whom such communications should be directed:

For Information On:

Please Contact:

Compliance issues

Your agency/continuum's Foothold representative

Implementation issues

Your agency/continuum's Foothold representative

Problems with AWARDS

The Help Desk

Technical problems not related to AWARDS

Your agency's network administrator or IT staff

Using AWARDS

The Help Desk

Return to the top of the page.

Can email notifications be sent to the Local Help Desk team when Help Desk messages are received in AWARDS?

Yes, users will need the Receive External Notifications exception override permission and the Help Desk Message Notification internal audit permission.  Users with those permissions, and for whom the Notifications feature is configured correctly, will receive external email notifications when a message is sent to the local Help Desk, when another user responds to a local Help Desk message, and when the Foothold Help Desk replies to a message.

Return to the top of the page.

Can Foothold respond directly to the person who reported a problem rather than to the local Help Desk?

Yes, if the local Help Desk team member who submits the ticket to Foothold Technology's Help Desk chooses to Cc the user from whom the ticket originated, that user will automatically be copied on all subsequent communication for that ticket, including responses from Foothold.  If the originating user is NOT Cc'd, it is the responsibility of the local Help Desk to notify him/her when the ticket is resolved.

Return to the top of the page.

Can I call or email Foothold if I have a problem or question?

All Foothold Technology Help Desk support is conducted from within the AWARDS Messages module and from there via email.  In the event that the Messages module is inaccessible due to an AWARDS-related problem, or because the AWARDS database itself is inaccessible, please contact your local Help Desk team directly.  If necessary, a member of the local Help Desk team can then contact the Foothold Help Desk outside of AWARDS at [email protected]

Return to the top of the page.

How do I change who receives the Help Desk messages sent from our users to the local Help Desk team?

For more information on adding users to, or removing users from, the local Help Desk team, click here.

Return to the top of the page.

How do I specify in AWARDS who is on the local Help Desk team?

The local Help Desk team members are set using the System Setup module Local Help Desk feature.  For more information, click here.

Return to the top of the page.

Some messages received by the local Help Desk have a "forward to Help Desk" button and some don't.  Why?

If an end user sends a message to the local Help Desk team without using the Help Desk link/button, the problem reporting form is not used and the message cannot be forwarded to Foothold.  Instead its contents must be copied and pasted into a new Help Desk message.

Return to the top of the page.

What is a "path" and how do I write one when communicating with the Help Desk?

A path is a road map to the issue you are reporting or question you are asking.  The best paths provide information on AWARDS buttons or links you clicked, and all fields and options you filled in along the way.  They are efficient, limit miscommunication, and are often the easiest way to ensure that the Help Desk is able to address your question or problem quickly.

In the shorthand used by Foothold Help Desk staff, a comma is used to separate fields and options configured on a single page, and a greater than sign (>) is used to indicate the transition from one page to the next.  Unless otherwise specified, a path starts on the AWARDS Home screenFor example, if you have a question about a specific progress note you wrote about a former client, your path might look something like this:

Charts > Sample Program > Services - Individual > Progress Notes > Roster Archives, Sally Jones > CONTINUE > 113017 General Chart Note > CONTINUE > detailed description of the question...

Return to the top of the page.

Why are there so many required fields on the Help Desk form?

The Help Desk form is specifically designed to capture the information required by the Help Desk in order to respond to your questions and/or address the problem you are experiencing.  Without the detail you are asked to provide when completing the form, the Help Desk may not be able to assist you without a required for additional information, thereby delaying a respond/resolution to your question/problem.

Return to the top of the page.

Why do I need to send a path to the Foothold Help Desk when reporting an issue?

A path helps the Foothold Help Desk locate, assess, and resolve issues quickly.  When you report an issue to the Foothold Help Desk, the first thing we do is look at the problem in action.  This helps us determine what the next step in the investigation should be.  When we have a path, we are able to spend less time understanding where and what the problem is, and more time solving it.

Return to the top of the page.

  https://demodb.footholdtechnology.com/help/?10082