OSU IT 4-HELP Assistance

Help 4-HELP

​Welcome to the help documentation page for the 4-HELP Knowledge Resource System. Below is a list of available help topics for the 4-HELP website.

Click the + sign next to a topic to expand the entry and view the contents. Click the - sign next to a topic or topic heading to collapse the section.

For further assistance, please contact the IT Helpdesk.


collapse 4-HELP Apps
      expand Windows 8 Start Screen Search App

Under Development

collapse 4-HELP Entries
      expand ~General

After you have selected the sub-component and entry to view, the content of the entry should appear. There are five tabs across the top of the page that contain the core content of the entry selected (issue, cause, solution, etc.).  There may also be related OSU IT Announcement outages listed for review (if enabled). You can also provide feedback regarding the entry to OSU IT personel.

 

      expand E-Mail A Link To An Entry

If you desire to e-mail a link of an entry to an e-mail address, you can click the E-Mail Link To Entry option at the bottom of the Solution tab on the Entry page. You must have an e-mail software application setup with an account on your computer (such as Microsoft Office Outlook, web based e-mail applications may not be compatible)​ and the e-mail message will include the link to the entry.

 

If you receive a security warning to allow the web page to send data to your e-mail application, click to allow the action to take place.

 

      expand Entry Tab - Files

​The Files tab contains any associated electronic files (applications, documents (PDFs (which require a PDF reader such as Adobe Reader), Microsoft Word Documents, Microsoft Excel Documents (which requires an application, such as Microsoft Office which can be downloaded from the OSU IT Software Distribution Center), applications, script files, etc.) that are associated with the entry. Depending on what files are associated with the entry, this tab may have few or several sections. Please note, a file may be listed under a file type heading, however, it may be packated in a compressed ZIP file. This is done for computer security reasons.

 

 

      expand Entry Tab - Issue And Cause

The Issue and Cause tab states the problem that the entry is related to at the top of the tab and what can cause the problem to happen (if available).

 

      expand Entry Tab - Links

This tab is also seperated into two parts. The top part, labeled OSU Links has links that are internal to the OSU system (contain web pages that are part of the okstate.edu or associated campus domain). The Other Links section are links to content not controled by OSU. Links may be connected to web pages, documents, applications, etc. This tab may or may not contain information depending on the entry.

 

      expand Entry Tab - Solution

​The Solution tab is seperated into two parts as well. At the top of the tab, a summary of the resolution to the issue is listed. In the second section, titled Additional Solution Steps, detailed steps list how to resolve the issue or what information should be reported to the OSU IT Helpdesk. Both sections may contain links to other content (such as applications to download, links to screen shots, etc.).

 

      expand Entry Tab - Walkthroughs\Videos

This tab contains walkthroughs (images that can be clicked through with text callouts) or videos (Flash videos that describe how to resolve the issue) For the videos, you will need Adobe Flash Player installed and updated. This tab may or may not contain information depending on the entry.

 

      expand Information\Additional Tools Section (Optional Section By Entry)

On the right hand side of the page, below the Important Links and Contact Information sections, the entry may or may not have additional tools\information that is directly related to the entry. The information in this section is to assist the viewer with resolving the issue that they are reviewing. Not all entries will have this content.

 

      expand Viewer - Flash Video

When viewing a Flash Video in the OSU IT 4-HELP Knowledge Resource system, when the page is displayed, the video file will be displayed in the middle of the page. Click the video to begin playback (the Flash Video may need to load content, allow the loading process to complete and the video should then begin playback). To pause\play the video after the video has been loaded, click the controls below the video (if available). You can also seek to different parts of the video by clicking in the progress bar at the bottom of the video (if available).

 

When the video has finished playback, you can click the video again to restart the video or close the video by closing the browser window\tab or clicking the close button at the bottom of the page.

 

      expand Viewer - Instructions With Images\Detailed Instructions (Optional By Entry)

​The Instructions With Images (also known as Detailed Instructions) is included in some knowledge entries on the Issue And Solution tab below the Additional Solution Steps section.

 

The Instructions With Images Documentation includes images with text related to the "step" that the image describes. If it is desired to increase the size of the image, you can click the image to open it in the Screen Shot\Image viewer (if a larger size is available).

 

When clicking on a Instructions With Images Documentation link within the OSU IT 4-HELP Knowledge Resource system, it should open in a new window\tab.

 

      expand Viewer - Screen Shot\Image

Screen shots may be linked throughout the entry. When the link is clicked on, a new window\tab or current page will display the screen shot ​(depending on how the link was formed).

 

From the Screen Shot Viewer page, you can print the screen shot (if desired) or close the page with the buttons below the image (you can also close the page by closing the browser window or tab).

 

      expand Viewer - Walkthrough

Walkthroughs may be included on some entries in the OSU IT 4-HELP Knowledge Resource system.

 

When a Walkthrough is opened, the first image in the walkthrough will be displayed in the center of the page.  Click the < Back and Next > buttons to cycle through the images provided. The total number of images in the walkthrough is displayed in the center section of the page as well.

 

You can also close the walkthrough by clicking the button at the bottom of the page.

 

collapse 4-HELP Guides
      expand ~General

​The OSU IT 4-HELP Knowledge Resource center provides collections of knowledge entries, grouped together and organized as an outline. An example of the guide can include the steps necessary to setup technology resources at OSU for a new student or employee.

 

When an entry is clicked on in the Guide outline, a new window\tab should appear with the entry content. Depending on the nature of the entry in the guide, the Important Links section may or may not display, this is by design.

 

Guides are linked to from web pages. There is not currently a central place to view all guides within the OSU IT 4-HELP Knowledge Resource system.

 

collapse 4-HELP Home Page
      expand ~General

​The OSU IT 4-HELP Knowledge Resource home page is the central area for content within the OSU IT 4-HELP Knowledge Resource system.

 

From the home page, you can view the available knowledge entries listed by service, component, sub-component, and sub-component part (you may have to expand a sub-component to view a sub-component's part entry link). Both sub-components and sub-component parts can be clicked on. After clicking on a component link, if knowledge entries (or entry) is associated at that level, it will be displayed and the sub-component parts knowledge entries will not be displayed. If a sub-component part is clicked on, both the sub-component & sub-component part entries are displayed.

 

You can also click the links in the Important Links section to visit other areas of the site (or related content). This section is displayed on most other pages in the OSU IT 4-HELP Knowledge Resource system.

 

If you need to contact the OSU IT Helpdesk, you can do so through one of the methods listed in the Need Help? section. This section is also displayed on most other pages in the OSU IT 4-HELP Knowledge Resource.

 

collapse 4-HELP Reports
      expand Site Statistical Information

​The OSU IT 4-HELP Knowledge Resource Reports page displays the total values for such attributes as:

 

  • Total Knowledge Entries Published
  • Total Entry Walkthroughs Published
  • Total Entry Flash Videos Published
  • Total Entry Files Published
  • Total Entry Step By Step\Detailed Instruction Documents Published
  • Total SmartForms Published By Service

 

Other values may be present on the page as well. The values listed on the Reports page will also update every 60 seconds automatically without having to refresh the page while the page is visible in the browser window.

 

collapse 4-HELP Search
      expand Searching For Entries & SmartForms From The Browser

There are two search tools available on the OSU IT 4-HELP site. One is the standard option, which is powered by OSU's Google Custom Search. The other is a simple search that compairs text that exactally matches that of fields in Entries and SmartForms.

 

The standard search, powered by Google, is able to search the entire site, or specfic areas (such as SmartForms, Guides, Detailed Documentation, etc.) from the Search page. Please note that since Google has to periodically index the site, content that becomes immediately available may not appear in search results. Content entered in the Search field cannot be blank and cannot contain the Google site: parameter. From this page, you can also download the OSU IT 4-HELP Search gadget for Microsoft Windows Vista, Microsoft Windows Seven or Microsoft Windows 8 (older versions of Microsoft Windows are not compatible).

 

The simple search can be accessed by opening the Search page and then clicking the link at the botton of the page. Enter your search criteria (keywords, phrase, error messages, etc.) and then click Search. The search text box must be longer than three characters (not including leading or trailing white space characters) and not be blank. From this page, you can also download the OSU IT 4-HELP Simple Search gadget for Microsoft Windows Vista, Microsoft Windows Seven or Microsoft Windows 8 (older versions of Microsoft Windows are not compatible).

 

Once a search has been successfully preformed, the Search Results page should return items related to the information provided. You can also use the same information you entered in the Search field to search other sites (such as Google, Yahoo, Bing, The Microsoft Knowledge Base, etc.) if this feature is enabled at the bottom of the Search Results page.

      expand Searching For Entries & SmartForms From The Windows Desktop

​If your computer is running Microsoft Windows Vista, Microsoft Windows Seven, or Microsoft Windows 8 (Microsoft Windows XP or lower versions are not compatible), you can download the OSU IT 4-HELP Search Windows Desktop Sidebar Gadget or the OSU IT 4-HELP Simple Search Windows Desktop Sidebar Gadget. Once installed on your computer, you can preform searches as if you were at the search page. Below is information on how the two gadgets differ:

 

  • On the 4-HELP Search Gadget, the search text box cannot be blank or contain the text "site:" without the quotes. If an error does occur, the Search text box on the OSU IT 4-HELP Search Gadget will turn red and a question mark icon will appear to the right of the Search button. Either correct the error or click the question mark icon for error correcting assistance. Once the error has been corrected, click the Search button again to attempt the search. The 4-HELP Search Gadget is powered by OSU's Google Custom Search. The Google Custom Search allows for more options (such as searching by type of content, related topics, similar text, and more). However, content that is immediately published to the OSU IT 4-HELP site may not appear in search results. This is due to the fact that Google periodically indexes OSU site and therefore it may take some time before content becomes searchable.
  • On the 4-HELP Simple Search Gadget, the search text box must be longer than three characters (not including leading or trailing white space characters) and not be blank. If an error does occur, the Search text box on the OSU IT 4-HELP Simple Search Gadget will turn red and a question mark icon will appear to the right of the Search button. Either correct the error or click the question mark icon for error correcting assistance. Once the error has been corrected, click the Search button again to attempt the search. The Simple Search is able to search the site for content immediately after it has been published (unlike 4-HELP Search). However, the search is only limited to knowledge entries and SmartForms. Also, the Simple Search finds results that exactaly match those in entries and SmartForms.

 

Both gadgets also have an update feature. When a new update is available, a green circle with a white downward pointing arrow will appear to the left of the Search button. When this appears, click the Update icon to visit the 4-HELP Update page and download the update. Before installing the new update, hover over the gadget and click the X button that appears in the upper right hand toolbar of the gadget. Once the gadget no longer appears on your Windows desktop, you can install the update.

You can also click the logo at the top of the gadget to visit the OSU IT 4-HELP Knowledge Resource home page, or click the e-mail address at the bottom of the gadget to e-mail the OSU IT Helpdesk (which will automatically create an incident ticket).

 

 

collapse 4-HELP Search Results
      expand ~General

After a search has been preformed from the Search page or from the OSU IT 4-HELP Search gadget without an error occuring, the results for knowledge entries, SmartForms, and external search options should become available.

 

      expand Additional Web Searches

If you are unable to find what you are looking for through the OSU IT 4-HELP ​Search pages, you can search a listed web search engine in the Additional Web Searches section at the bottom of the page.

 

The search criteria that you specified will be passed to the web search engine you selected and viewable in a new window. Please note that OSU IT cannot guarantee the validity of the results returned from the web search engines or if they will be related to OSU IT systems.

 

NOTE: There is a known issue with the Google search engine (if available in the Additional Web Searches section) where, if a person has customized the page, the search criteria specified on the OSU IT 4-HELP Search page will not be passed to Google. Instead, the customized Google home page will appear. The person will need to re-enter the search criteria in the Google search text box and then preform the search.

 

      expand Knowledge Entry Results

After the search criteria specified has been submitted, results for the related knowledge entries should appear in the section labeled OSU IT 4-HELP Knowledge Entries. If no results were returned, try broadening or narrowing your search criteria on the Search page (or search gadget).

 

Knowledge entries are returned in groups of ten. If more than ten entries are found, click the arrow at the bottom of the section to page through the results. You can also click the +\- icon next to the entry title to expand\collapse the issue (or problem) that the entry addresses.

 

      expand SmartForm Results

​After the search criteria specified has been submitted, results for the related OSU IT 4-HELP Smart Forms should appear in the section labeled OSU IT 4-HELP SmartForms. If no results were returned, try broadening or narrowing your search criteria on the Search page (or search gadget).

 
SmartForms are returned in groups of ten. If more than ten entries are found, click the arrow at the bottom of the section to page through the results. You can also click the +\- icon next to the SmartForm name to expand\collapse a description of the form.

 

collapse 4-HELP SmartForms
      expand Auto-Population Of Customer Profile Information

​Most 4-HELP SmartForms will automatically populate information (such as your name, primary phone number, OSU e-mail address and department) into fields on the form. This information is obtained from your Active Directory\O-Key (http://okey.okstate.edu) account. The primary information listed in O-Key will be the data that is populated into the form. Please note that not all data for all fields will be obtained from O-Key.

 

      expand Form Index

​The Form Index page lists all visible forms in either alphabetical (A-Z, 0-9 tab) or by associated service (By Service tab).

 

The alphabetical tab forms are (by design) alphabetized by the major word in the form's title (example: the New Database Creation Request form would be categorized under D).

 

The By Service tab forms are categorized by the major service that they are associated with (example: even though a network printer can have a static IP, the Network BootP\Static IP Request For A Wired Device form is listed under the Network service).

 

Both tabs have a General section listed at the top. This section is for generalized requests that may fall under various letters, numbers, or services.

 

If you wish to expand or collapse a description of the form, click the +\- icon next to the form's title.

 

Once you have found a form that fits the request type that you want, click the form's title to open the form in the browser.

 

      expand SmartForm - Authentication

If you are prompted to authenticate to an OSU IT 4-HELP Knowledge Resource SmartForm, click the link in the 4-HELP SmartForm Authentication section. Once the login prompt appears, use one of the following credentials (e-mail address or short username and password) depending on your campus location:

 

 

Once you have authenticated successfully, you should be able to fill out the form that was selected.

 

Please note that all forms are not open to all campuses or groups within a campus (example: a form for OSU Stillwater students may not allow for OSU Stillwater employees (or students from other campuses\groups) to authenticate to the form). You may be entering your credentials correctly, however, you may not have access to the form if you continue to receive a prompt to login.

 

      expand SmartForm - Canceling A Request After Submission

If you have submitted a SmartForm for the OSU IT Helpdesk to review and decide that you need to cancel the request, you will need to contact the OSU IT Helpdesk to do so.

      expand SmartForm - Printing

​All SmartForms can be printed by clicking the Print Form button at the bottom of the form. Only the form will be printed and not the web page graphics that encapsulate the form. Any view of the form can be printed.

 

      expand SmartForm - Submitting

When you have filled in all required fields on the form, click the submit button at the bottom of the form. Once the form has been submitted successfully, you will receive a notification on the SmartForm page that the form has been sent to the OSU IT Helpdesk​. Once this message is displayed, you can close the browser window\tab, click the link to return to the previous page (if available), or click back on your browser.

 

collapse 4-HELP System Requirements\Recommendations
      expand Internet Browser Plug-In\Application Recommendations

The OSU IT 4-HELP Knowledge Resource may require the following applications to be installed to view content throughout the site:

 

 

 

      expand Internet Browser Requirements

​The OSU IT 4-HELP Knowlede Resource system has been tested and should be compatible with the following browsers:

 

  • Microsoft Internet Explorer 7.0 or 8.0 For Classic Interface (Version 1.0), 9.0 Or Higher For Current Version (Version 2.0).
    • Tested on: Microsoft Windows XP, Vista, & Seven
  • Mozilla Firefox 3.5 or higher
    • Tested on: Microsoft Windows XP, Vista, & Seven, Apple Mac OS X 10.5, 10.6, & 10.7, and Ubuntu Linux 11.10.
  • Apple Safari 4.0 or higher
    • Tested on: Microsoft Windows XP, Vista, & Seven as well as Apple Mac OS X 10.5, 10.6, & 10.7.
  • Google Chrome 10 or higher
    • Tested on: Microsoft Windows XP, Vista, & Seven as well as Apple Mac OS X 10.5, 10.6, & 10.7.

 

The following browser has been tested, however, they may encounter problems when viewing pages on the site:

 

  • Opera - Known Issues
    • When a person clicks to authenticate on the SmartForm page, the login dialog box does not appear. An error message of 401 UNAUTHORIZED is displayed
    • The items on the 4-HELP home page do not expand.

 

All browsers will need to have Javascript enabled to properly view the site.

collapse About OSU IT 4-HELP Knowledge Resource
      expand About 4-HELP

OSU IT ​4-HELP Knowlege Resource

Version 2.3.0

 

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 Phone:405-744-HELP (4357)
 Fax:405-744-7861