Magic Self-Service - CareGroup Portal

Accessing
Magic Self-Service
Magic Self-Service
To Access
Magic Self-
Service
Beth Israel Deaconess
Medical Center
IS Support Center
Renaissance Park, 6th Floor
1135 Tremont Street
Boston, MA 02215
Phone: 617-754-8080
Fax:617-754-8099
E-mail: isupport@bidmc.harvard.edu
Brought to you by the
BIDMC IS Support Center
• Connect to the following web address:
http://support.caregroup.org/magicsshd
• A login prompt box will appear. Use
your ITS credentials to log on. Your ITS
credentials are the same as your email.
• After a successful login, the Magic Self-
Service site will appear.
Self-Service Portal:
http://support.caregroup.org/magicsshd
Management:
Margaret Hyland
Director, BIDMC IS Support Services
mhyland@bidmc.harvard.edu
Jim Arrington
Manager, BIDMC IS Support Center
jarringt@bidmc.harvard.edu
Joseph Cross
Manager, BIDMC Offsite Support
jcross@bidmc.harvard.edu
Beth Israel Deaconess
Medical Center
A Do-It-Yourself .Work Order
Generation System on the Web
WebLink: http://support.caregroup.org/magicsshd
Organization

Magic Self-Service
Magic Self-Service is an online
tool used for our customers
in need of IS assistance
to place their own routine
cases for desktop
installs, software configurations,
or equipment moves 24
hours a day without the need to pickup
the telephone.
Magic Self-Service is an easy tool, designed
for ease of use and efficiency to
quickly allow out customers to communicate
their needs to us, and with automation,
quickly escalate cases to IS
personnel to triage the issue, and resolve
the case as soon as possible
Magic Self-Service is available 24 hours a
day to all BIDMC corporate network
users. Access from home is currently
prohibited.
To Submit a Case
• In the Magic Self-Service site, click on “Open a
New Incident” under the Problem Management
heading. A new window will appear with your
location information.
• In the field “Asset Tag,” type in the 8 digit alphanumeric
code on a silver tag on the front of your
workstation, if available.
• In the field “Initial Description of the Problem,”
type in the nature of your problem.
• Information to provide in the Initial Description
should be as detailed as possible to allow for a
proper diagnosis and escalation by IS personnel.
Helpful Information to include:
• Type of problem
• Time the problem occurred
• Any Error Messages
• What you were doing when the problem
occurred
• What is the impact of the problem on
your productivity
• When complete, click on the “Submit” button at
the top of the dialog box. Once submitted, a
listing of your current open cases will appear
before you. Double-clicking on these entries will
show you the current status of the case.
• You will receive an email a few minutes later
detailing the information you submitted, and giving
you the ticket number to track your case.
To Look Up A Case
• In Magic Self-Service, click on “Show all
Incidents”
• If you know you case is still open, type in
the Case Number in the field provided
and click Search. If you are not sure if
your case is still open, click on the button
“Both” and then type in your Case number.
• Double-click on your case to open a new
window, and display the results.
If you have any questions , please call the
IS Support Center at 617-754-8080
Beth Israel Deaconess
Medical Center
IS Support Center
Renaissance Park, 6th Floor
1135 Tremont Street
Boston, MA 02215
Phone: 617-754-8080
Fax:617-754-8099
E-mail: isupport@bidmc.harvard.edu