Managed Services customers: Submitting a help desk ticket from the desktop

If you’re one of our Managed Services customers, there’s an easy way to submit a help desk ticket to us by using our management agent’s system tray menu. In your system tray (the lower right corner of the Windows task bar), there is an icon for our agent which looks like a little blue ball with white stripes.

SysTray

If you click on this icon, a menu will pop up and one of the options will be Create Service Ticket.

LTTrayMenu
Clicking on this option will open up your email client with our helpdesk email filled in. Just tell us what the issue is and hit send. We’ll take it from there.

Managed Services Customers: Capturing error messages for submitting tickets to the help desk

If you’re one of our Managed Services customers and you submit a helpdesk ticket because an error message popped up on your screen, it is generally very helpful for us to be able to see the full text of that error message. Rather than writing down the entire message which can sometimes be very lengthy, you can capture the information and send it to us using our management agent.

In your system tray (the lower right corner of the Windows task bar), there is an icon for our agent which looks like a little blue ball with white stripes.

SysTray

If you click on this icon, a menu will pop up and one of the options will be Screen Capture.

TrayMenu

Clicking on this option will send us a current capture of your screen, complete with whatever error message is on screen at the time.

Then when you submit the helpdesk ticket by calling us or emailing support@lewan.com, just mention that you sent us a screenshot. We’ll be able to find it in our management interface.

LabTech Reboot Messages

If you are one of our Managed Services customers, one of the services provided to you is scheduled patching of your computers . Microsoft releases patches on a regular basis as do some other application vendors and our remote management software (LabTech) will apply these patches to your machines as needed and as approved by our staff.

Once patches are applied to your machine, if those patches require a restart of the computer you will be prompted by LabTech to reboot your computer with the dialog box below.

Capture2

If it is inconvenient for you to restart your computer at the time the reboot is requested, you can simply dismiss the dialog  by clicking the No button. The dialog box will count down from 90 seconds and if no response is given during that time the dialog box will dismiss itself and not restart the computer. This is to prevent loss of unsaved data should you be away from your computer and not able to answer the question in a timely fashion.

If the dialog box is dismissed it will pop back up hourly to remind you that a reboot is needed. Since the patches will not be effective until after the restart, it is a good idea to save any unsaved work and allow the reboot as soon as possible.

HP Lefthand Networks Technical Support Contact Info, Phone Numbers

Sometimes automated telephone systems can be a real pain, especially for very large corporations like HP. Finding the right way to contact the right group of people that know what you’re talking about can sometimes be like trying to find a needle in a haystack.

So here’s “the best way” it’s been communicated to us by HP to contact HP Lefthand Technical Support:
Technical Support Phone Number:
– Dial 800-633-3600
– Select option 1 for ‘hardware’ (select this option even if it’s a software case.  This eliminates the need to enter an SAID number, plus all calls, hardware and software, end up with the correct team regardless)
– Then select option 2 for ‘other hardware’
– Then at the voice prompt, speak “LeftHand Solutions”.

Also remember that the SAN/iQ is no longer handled by support. If you need licensing help, call SAN/iQ Licensing: 800-326-0411