The Help Desk portal is your centralized location for accessing help articles, submitting requests, or reviewing your submitted tickets. This article will guide you through submitting a ticket through the portal.  Submission Process Go to https://helpdesk.hpgbrands.com, you do not need to sign in to submit a ticket. Click on Report an issue Fill out the fields for your email, your name, and your subsidiary.  If you need to add additional people to the ticket, click Add CC. You can add multiple people as needed In the subject, provide a short description of the issue, keep it under one sentence but make sure it is still descriptive. Select and Impact and Urgency.  Impact = The impact this issue may have on the business. If it affects only you, set the impact to low. If it affects a small group, set the impact to medium. If it affects the entire subsidiary, set the impact to high.  Urgency = The urgency in needing a resolution. If you have a workaround or don't need immediate attention, select low. If you can wait for a resolution, select medium. If you cannot wait for a resolution, select high.  Note: Do not select High for these arbitrarily. High should only be used in truly dire situations. For managers that need to submit Urgent Priority tickets, see this article: Submit an Urgent or Critical Request If your issue is non-NetSuite related, provide the name of your computer.  Note: See this article for getting the computer name: Windows: Get Name of Computer Provide a description of the issue, and if possible, provide step by step instructions for recreating the issue and/or provide screenshots. Click Submit to finish the ticket creation. You will receive a notification that the message was received.  More help desk related articles are available here: Help Desk : HPG Brands

HPG has enabled SSO (Single Sign On) for HPG Employees using their HPGBrands.com email addresses for logging into and accessing the help desk. Guests will need to follow a different logon process than HPG Employees. Note: Your account is setup automatically when you create your first help desk ticket or pre-provisioned by HPG IT. HPG Employees If you are an HPG Employee and do not work for the Evans Manufacturing subsidiary follow the below steps to login:  Click the Login link at the top of the Help Desk Portal. At the Sign In page, click "Sign in with SSO." You will then be redirected to the Microsoft 365 Sign In OR be automatically logged in if you have signed into Microsoft 365 already in a different tab At the Microsoft 365 Sign In page, enter your email address and click Next Note: this may skip automatically if you have signed into any Microsoft 365 application in a different tab before Enter your Microsoft 365 password and then click Sign In Note: You may receive an MFA (Multi Factor Authentication) prompt at this point. Approve it to complete sign in. You should now be logged in to the Help Desk and Help Desk Portal. Evans Manufacturing and Guests For Evans Manufacturing Employees and HPG Guests, follow the below to get logged in: Click the Login link at the top of the Help Desk Portal. There are 3 options for logging in. Use Option 2 or 3 if this is your first time signing in. Option 1: If you know your password, enter your email address and password, and click sign in Option 2: If you forgot your password or don't know it yet, click Forgot Password? and follow the password reset instructions to request a password reset link. Option 3: Click "Sign in with magic link." Enter your email address and click Send me a magic link. You should receive an email shortly that will automatically sign you in upon clicking the link. You should now be logged in to the Help Desk and Help Desk Portal.

Those requiring the support of HPG IT can easily and quickly do so via e-mail. The email address to use for all it issues is: help@hpgbrands.com To start, create a new email message and in the To: field input help@hpgbrands.com In the subject field, input a short and direct summary of what your issue is.  Below is an example of a good subject: Computer will not power on and makes beep Below is an example of a bad subject due to it being too short:  Computer Issue Below is an example of a bad subject due to it being too long: Computer is making a loud beeping noise when I plug it in, and I try to power it on. It will not power on. This happens has been happening all day. In the body of the message, provide as much detail about the issue as you are able. HPG IT can react to and resolve issues more effectively when more information is provided. Providing screenshots or images of the issue can help jump start issue resolution and troubleshooting.  If HPG IT feels that there is not enough information provided they will request additional information from the requester or their supervisor. If your supervisor and/or manager needs to be notified of the issue, put them into the CC: field of the message and they will be included in all help desk communications for the issue.  Send the message when ready. HPG IT will do their best to respond to all issues within their established Service Level Agreement (SLA). The SLA rules are shown below: IT Infrastructure SLA Policy Response within 20 minutes for Urgent priority issues, 30 minutes for High priority issues, and 2 hours for all other issues.  IT Software and ERP SLA Policy Response within 30 minutes for Urgent priority issues and 2 hours for all other issues.  Note: Priority is set by rule or manually by the IT agent or supervisor. Employees and managers will not be permitted to dictate the IT team's priorities. After submitting the request, the help desk will send an automated reply to let you know the message was received. You can check on the ticket status by logging into https://helpdesk.hpgbrands.com 

Employees are able to submit tickets by leaving a Voice Message or sending a text message. It is important, however, that employees use this method only when they are unable to access a computer, their email, or a web browser.  The below methods will create a ticket in the help desk and an IT Agent will respond as soon as possible. Unless otherwise specified, HPG IT will respond to you by calling or texting the number the message was sent from. Text Message Create a new text message and add 801-727-9485 as the recipient.  Compose a brief message using the format below: (Always send this in a single text.) Your Full Name Your Subsidiary Brief Description of the Issue (limit to a single sentence) Example: Voice Message Call 801-727-9485 and leave a message at the prompt. In your message provide your Name, Subsidiary, and a brief description of the issue. 

Urgent or Critical requests are restricted to department heads, HPG IT, and the executive team. Any employee experiencing an issue should report it immediately and directly to the help desk through any of the supported channels. (Portal, E-Mail, or Text) Urgent requests are defined as issues affecting a group the entirety of the organization, either in a technical, physical, or financial manner. Urgent requests are not enhancement or change requests.  Employees, even if your issue meets the above definition, you are required to submit a help desk ticket immediately. After submitting the request, reach out to your regional IT administrator via Teams, email, or phone.  Department Heads, follow the below to report an urgent request.  Go to https://helpdesk.hpgbrands.com and click on "Request New Service." Sign into the help desk if requested Search the Service Catalog using the keyword "Critical." A list of urgent and critical service issues will be provided. Select the one that best meets the description of the issue you are experiencing.  Fill out the form and submit it to request help with the urgent/critical issue. If these request items do not appear, you are either not the head of a department or have not been identified as a department head. Typically, the department heads are at Director, VP, or other executive levels. 

Agents are able to update the status of tickets by utilizing the "Simon Says" Commands. Utilizing the commands you can update the assigned agent, group, status, and priority of a ticket all through email.  When updating a ticket with "Simon Says," place the ticket updates between a starting @Simonsays and a closing @Simonsays. The properties, (status, group, priority, agent, etc) will be place between quotes and followed by : and the update for the specific property, also placed between quotes.  The below example sets a status of pending, a priority of medium, and the agent to John Robert.  Hi, @Simonsays "status":"pending", "priority":"medium", "agent":"John Robert" @Simonsays Your issue is resolved now. Thanks, Agent Name.

HPG IT has enabled integration between Microsoft Teams and the Help Desk. This service has become generally available to employees as of 5 April 2023.  The integration of Micrsoft Teams and the Help Desk enables employees to manage, reply to, and request IT help tickets. This guide will introduce the ServiceBot. Getting Started If you have submitted a help desk request since the creation of the article, it is likely that the FreshService ServiceBot has already been notifying you about tickets you have created. ServiceBot will automatically link ticket submissions to your Microsoft Teams. You will see ServiceBot in your Chat History.  If you don't see ServiceBot if you can create a new Chat In the To: field, type and add ServiceBot When you click into the Chat box, you will see Suggestions from ServiceBot that will guide your through main methods of interacting with ServiceBot. Clicking on one of these will provide some basic guidance. View Your Ticket Requests If you type or click on "my tickets", ServiceBot will ask you if you want to view Assigned or Requested tickets.  Click on Requested by me. ServiceBot will response with one or more cards showing you some basic details about tickets you have submitted If you don't have any open requests, you will see the below message: Replying to a Ticket When a ticket is updated, ServieBot will notify you. You can also reply to tickets by clicking Reply to ticket on the ServiceBot card for the specific ticket. After clicking reply, the Recent conversations window opens. You will see up to 5 of the previous conversations on the ticket. In the conversation box, you can enter your reply and then click submit.  Note: You will not be able to reply with images. Click Cancel to close the Conversation window. How to Submit a New Request In ServiceBot's chat box Type: "Create a new ticket." ServiceBot will respond with: Click Raise a ticket and the new request form will open in Teams.  Fill out the form completely. Provide a summarized description of the issue in the Subject line, and in the description, provide a detailed description of the problem you are having. When you have completed the form, click Submit Close the submission message You will see a new notification in ServiceBot's chat history showing succesful submission. Note: You will not be able to attach images or documents through teams. After submitting the ticket, click on the ticket ID to open the request in a browser where you can reply to and attach images/documents. Q and A Q: Can I disable ServiceBot? A: No, but you can mute ServiceBot. To mute ServiceBot, go to the conversation thread and click the ... (more options) menu, select Mute

This solution is to be performed by a System Administrator Step 1. Find out which Canon Scanner the user wants access to Step 2. Get the software from \\debcobag.com\dfs\software\Printers\Copiers\ and place it somewhere accessible like c:\temp on the user's computer. Step 3. Log into the users computer as HPGadmin (get the password from LAPS) Step 4. Install software from both folders and note the following during the installation.  a. Select Network Connection b. Make sure to select the appropriate scanner - If you are presented with a list, ask the user which one sounds most appropriate.  c. De-Select Printer and Fax. Only have Scanner Selected Step 5. Restart the users computer and have them login. Step 6. Advise the user to have a co-worker show them how to scan.

Printer not grabbing IP Address and printing config paper resulting in 0.0.0.0 IP address. If printer is having multiple issues with printing, connecting to internet or sensors aren't calibrating use this method. Ticket Reference 22091 & also linked below. https://helpdesk.hpgbrands.com/a/tickets/22091?current_tab=details Here is the link to diagnostic tools and calibration if UI isn't working and if you are experiencing the symptoms above. https://support.zebra.com/cpws/docs/ztseries/ZT_Defaulting.pdf

Debco requires a specific USB device to be connected as COM10  Step 1.  Open device manager as an Administrator You can either log in as an Administrator and open Device Manager or open a Command Prompt as Administrator and then launch Device Manager using the command devmgmt Step 2. In Device Manager expand Ports (COM & LPT) Right Click USB-SERIAL and select properties Step 3 Select the Port Settings Tab and then click the Advanced button Step 4 Change the COM port to COM10 then click OK Step 5 Click OK to close the properties window Step 6 Restart the computer and you are done