Help Desk Procedure for E-Mails

FMG EMAIL PROCEDURES – Home and Office

If you volunteered to work the help desk, you do not have to go into the office to read the emails. You can access them right from your home computer. Below you will find the details to access the web-based FMG email:

HOW TO ACCESS FMG EMAIL FROM HOME:

Go to – http://www.fluvannamg.org/webmail

At the popup enter u: [email protected] p: palmyra

You will have a choice of using one of three interfaces – horde, squirrel, or round cube. Select Round cube.

Please research the issue and contact the person if you need to get more details about the problem. Please make sure the return email is addressed to the person, not the [email protected] address. If it is not a Help Desk question, please forward it to the appropriate person to answer or to the Help Desk Coordinator for forwarding.

The email will be signed from Fluvanna Master Gardeners and will use the FMG email address – not yours. However, in case we ever need to know which of us sent the note, please put “by…. (and your initials)” at the very bottom of the note.”

Note: Once you open Outlook on the office PC, you download all the emails that were on the website. It works like a vacuum cleaner. It sucks all the emails off the website and stores them on the office PC. You can no longer access them from the website and need to go to the office instead.

Help Desk Procedure for E-Mails processed at VCE Office Turn on computer, password is: “hello”. o Click on Outlook Express, click on Inbox, check mail o Use the PINK “Horticulture Help Desk Log” for each e-mail request for help (if not a help desk request, forward to or inform appropriate person) o Answer as if it were a telephone call or walk-in o E-mail an answer, using attachments if possible, or inform the e-mailer that you can send info if they will provide a mailing address o Print out the original e-mail and your reply e-mail with attachments and attach them to the PINK “Horticulture Help Desk Log” o Delete the original e-mail and your reply (the reply will be in the “sent folder”) o If the problem cannot be closed out by the end of your shift, tag the PINK Log Sheet with a purple post-it and fill out the “follow up” section of the Log sheet o File the Log sheet with the attached e-mails in the “Help Desk Log Book” with the “Shift Check-off List”

April 2009, revised 5/11, 1/12