Kaseya Walkthroughs and Processes

1. Go to Kaseya Login (opens in a new tab)

2. Enter your username and password

If prompted to enter the company name use: "Natural History Museum of Los Angeles County"

3. Click on Log In

4. The Dashboard will load upon login. On your Dashboard check the News section to see any helpful updates from the Digital Strategies team.

5. To report a new issue, click on New Ticket

6. Select a Template by clicking the dropdown arrow

Note: You MUST select a Template for an ACME related issue

7. Select a template, either: ACME: Ticketing Team or ACME: IT Team.

Follow the guide below for which Template to Choose and when to use Asana Requests:

• ACME: Ticketing Team

  • Cash drawer is not responsive or not functioning properly.

  • EMV card reader is not responding or connecting to the iPad.

  • Epson Printer is not printing or connecting to the iPad.

  • iPad and iPhone in App issues are not functioning properly. Receiving an error in the ACME Sales app.

  • Capacity Adjustments (needing to increase Admission or BP).

  • Take events offsale due to a cancellation or other needs.

  • Unable to login to ACME or need to create a new User for a new team member.

• ACME: IT Team

  • ACME Sales App itself is having issues opening, is paused, or grayed out.

  • Receiving a prompt outside of the ACME Sales app (i.e. iOS updates).

  • Wires are broken or need a replacement.

  • Network outage.

Continue to use Asana Requests for the following:

• Asana: when to use

  • A majority of Backoffice tasks that include:

    • Coupons and Discounts

    • Reporting updates and new report needs

8. Enter the Title of the ticket

NOTE: The title will be the overall summary of the issue

9. Enter the issue details in the Details section

10. Select the Location of the issue using the dropdown arrow

11. Select the Ticket Type that best represents the issue

12. Select the Priority of the Ticket

Please try to avoid all issues as "high", as it impacts our ability to prioritize tickets.

13. Optional: add a contact to include as a CC on the email ticket

Note: All ACME Tickets will include the CC - digital-gr-aaaagfngvw4qbe6pmgi6kufvru@nhmlacworkspace.slack.com.

This will notify all GR Leads, Coordinators, Managers, and Directors via Slack on the digital-gr channel

14. Attach any images you may have related to the issue

15. Click on Save (S) to finalize the ticket

16. You should receive 2 emails. The first email is a confirmation of your newly created ticket

17. The second email is troubleshooting steps that you can take while waiting for a response to your ticket

18. After you save, you will be directed to your newly created ticket in the My Tickets section. You can view all your ticket details and ticket status (i.e. "In Progress", "Assigned", etc.)

Please note:

• If the status is set to "Waiting on Customer" you will receive an email notifying you that your response is required on the ticket.

• After you respond, the status on your ticket will change back to in progress.

• If a ticket has the status of "Waiting on Customer" for:

  • One day: you will receive another reminder email

  • Three days: you will receive your last reminder email

  • Ten days: your ticket will automatically close.

19. You can add a note by clicking Add Note in the Activities tab.

Adding notes will communicate the update to the staff member assigned to your ticket

20. Simply type your note into the Details section

21. Click on  Save (S) to confirm your new note

22. You will now see your note in the Activities section

23. You can also see any notes added by the assigned staff member in the Activities section

24. To view your tickets, click on the My Tickets tab

25. You can use the search options at the top to find a specific ticket or simply scroll through all the tickets

26. On a ticket line you can view the Ticket Number, Title, Created By, Priority, and Status. Click on the ticket line you wish to view

27. You will now be able to view all your ticket details and notes/communications

28. To change your password, click on the My Profile tab

29. Click on Change Password

30. Enter your Old Password and New Password / Confirm New Password and click Change Password to finalize

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