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The first recommendation is, of course, to search the manual.
The manual offers a search function (top right) that can be used to search for various keywords.
There are two ways to search for terms:
Entering the exact term
advanced search (with the use of wildcards: ? and * (not at the beginning of a word), a fuzzy search: add ~ to a word and Boolean operators: AND, OR, NOT (in capital letters),+ or - before a word to force or exclude it).
Note: If you are missing a topic in the manual and would like to point this out to us, please also use the support to pass this topic suggestion on to us.
Covering the needs of our customers is very important to us, so we are happy to receive such suggestions!
The manual is available for persons with the roles
in the menu tree under Administration/Support/Manual.
If you cannot find any answers in the manual, you can contact Support directly.
You have three options:
The chat is offered as quick help for each of the functions.
You can contact Personalwolke support by clicking on the chat window (bottom right of the page).
You will be answered as quickly as possible on working days.
Generally only administrators, as the action required for this is only granted in conjunction with admin authorizations. For this reason, the support request option can only be found in the menu tree for admins (Administration ⇒ Support ⇒ Support request).
There are two ways to register with your data:
Note: The e-mail address used during registration or stated in the registration e-mail will be your user name in the Service Desk in future.
⇒ You are now at the service desk portal.
⇒ Now please enter your login data:
Note: for future logins you will need the user name (=the e-mail address used) and your password.
⇒ Click on “Save and continue”.
To reset your password, simply click on “I have forgotten my password” on the login page of the Servicedesk portal.
You will then receive an e-mail with a reset link that will take you to the portal. Please click on this link and enter the password of your choice.
In the next display you will see the view of the Personalwolke Service Desk, as showen above.
You can submit requests in the following categories:
Your request creates a ticket which, depending on the category you have selected, is forwarded to the responsible person in the support team.
As each ticket is actively received, the category of the ticket is also corrected if necessary.
It is therefore not possible that a ticket you have created will not be processed because you have selected an inappropriate category!
At the top right you will find the option to change your profile data to a certain extent, for example by adding additional authentication when logging in (access token).
Click on “Help Center” (top left) to return to the Personalwolke Service Desk.
As a general rule, the more information you provide, the fewer queries are necessary and the quicker the issue can be resolved.
Example of a ticket:
After completing the form, click on “Create”.
Next, you will be shown a summary of the ticket. The “Waiting for Triage” mark indicates that the ticket is still waiting to be assigned to a support member.
You also have the option of adding another comment to this ticket here.
You can find your tickets in the Service Desk by clicking on “Requests” at the top right next to your profile.
If you have already registered several active tickets, the number of tickets will be displayed next to them.
You can now choose between “My requests” and “All requests”.
What is meant by “All requests” is explained below.
On the overview list that is now displayed, you will find your tickets and also have the option of sorting or filtering them and searching for specific tickets.
The status of a ticket indicates the position at which the ticket is in the process.
For newly created tickets, the status is “Waiting for Triage” for a short time, i.e. the assignment to a member of the support team is still pending.
“Waiting for Support” indicates assigned tickets that have not yet been further processed by the support team member.
If the support team member still has questions, requires further information or offers a solution that should be discussed with you, the status will be changed to “Waiting for Customer”.
Please be sure to open such a ticket!
Please click on the ticket and reply to the support message. The faster you respond, the faster your ticket can be resolved!
Hat dieser noch Fragen, benötigt weitere Infos oder bietet einen Lösungsweg an, der mit Ihnen besprochen werden sollte, so wird der Status auf "Waiting for Customer" geändert.
No, this is not necessary.
You will receive messages at the e-mail address you use for the service desk, both as confirmation of ticket creation and in the event of support responses.
Then you have the option of switching them off for each ticket by clicking on “Deactivate notification” in the ticket view.
You can also reactivate the notifications in the same way.
If you need a deputy solution, please write an informal e-mail to support@personalwolke.at and state the e-mail address and name of the person who can access the tickets.
This person can then log in with their own access data, i.e. initially with their own e-mail address, and see the tickets of your organization.
Under Requests/All requests.
All tickets created by members of your organization for the service desk are listed here.
Tickets created by someone other than yourself can be found in the “Any creator” column under “I am a participant”.
It can happen that a ticket was created by mistake or that a local problem on the PC or other circumstances not caused by the personnel cloud have led to a faulty function.
In this case, please set your ticket to the status “resolved”.
To do this, open the ticket in the overview
⇒ Click on “resolved”
⇒ Please enter a short explanation in the comment window.
The ticket is now closed and will no longer be processed by Support.
If your company uses the Webdesk, you also have the option of actively closing tickets or reopening them if the solution provided by Support is not sufficiently feasible.
You can do this by opening the ticket and clicking either “Close” or “Reopen”.
At https://personalwolke.at/support/ you will find further information, as well as an illustration of the process steps involved in processing a ticket:
Unter https://personalwolke.at/support/ finden Sie weitere Informationen, wie auch die Darstellung der Prozessschritte einer Ticketbearbeitung. (This page is currently only available in German, but can be translated via your browser.)
Either via Personalwolke menu ⇒ Administration ⇒ Support ⇒ Support request
or via https://personalwolke.at/support/ ⇒ Service desk
Click on Help Center at the service desk! There you have the choice between the Personalwolke service desk and the service desk for the web desk.
The ticket creation area is identical for both variants.
If necessary, it is also possible to contact the support team by telephone or directly by e-mail.
You can find the contact details here: https://personalwolke.at/support/
Keywords: Support, Help, Service Desk, Helpdesk, Administration
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Version 8 von Renate Fuchs-Schreiber
am 06.11.24 14:39:13 Name: How do I use the service desk (support)? Variante: main - en Status: Veröffentlichung |  |
Version 9 von Renate Fuchs-Schreiber
am 07.11.24 10:13:26 Name: How do I use the service desk (support)? Variante: main - en Status: Veröffentlichung |
Vergleiche Versionen 7 und 8