StaffShare

Frequently Asked Questions

LCAES Email

Do all Limerick City AES Staff have an email account?
How do I access my eMail account on the move?
How do I know my username and password details when the account is first setup?
What if I forget my Username or Password or cannot gain access to my account?
How do I change my Email password?
Where can I access more Email Help and Resources?

StaffShare

What is StaffShare?
How do I access StaffShare?
How do I know my username and password details when the account is first setup?
What if I forget my Username or Password or cannot gain access to my account?

IT Support

Where can I access the IT Support Helpdesk?
What will I see there?
How do I Register?
How exactly do I log a ticket?
What Happens after I submit a ticket?
What do I do if I have a Problem using the HelpDesk & Ticketing System?

LCAES Email

Do all Limerick City AES Staff have an email account?
Yes – All Staff fulltime and part-time are provided with a Limerick City AES Email account. This will be the only account used for email communication so it is vital that all staff access and use their email accounts on a regular basis.

How do I access my eMail account on the move?
To access your email on the move from any PC or Laptop simply click on Staff Email in the Staff Section of limerickcitaes.ie or go to http://mail.limerickcityaes.ie/owa .  Login using your given username and password. This account is synchronised with your Outlook Calendar, Mail and Contact.

How do I know my username and password details when the account is first setup?
Your initial Username and Password will be texted to you on the mobile phone number you supplied to us.

What if I forget my Username or Password or cannot gain access to my account?
If you cannot access your account please log a ticket on our IT ticketing system and our IT engineers will send you your login details by text. Please be sure to include your contact mobile number in the ticket details. See Questions on our IT Ticketing system for details of how to use the ticketing system.

How do I change my Email password?
To change your email password – Login to your Outlook Web Access account and click on  ‘Change your Password’ under the Options menu at the top right hand side of the mailbox screen. Remember this will also change your password for StaffShare and your work PC.

Where can I access more Email Help and Resources?
Click here for details of how to add your LCAES Email account to Outlook
Click Here for more details on using Microsoft Outlook Web Access
Note - These resources are available through StaffShare so please use your login details to access them.

StaffShare

What is StaffShare?
StaffShare is the City of Limerick VEC's portal for Staff. It is a one-stop-shop for all staff information as well as a space for collaboration at VEC , Adult Education Service  and Programme level.

How do I access StaffShare?
You can access StaffShare from the home page of our website or directly at http://staffshare.clvec.ie:8080

To Access StaffShare

•    Use your Limerick City AES  email username preceded by openl\ so it will usually be in the format openl\joe.bloggs
•    Use the password you use to access your email

How do I know my username and password details when the account is first setup?
Your initial Username and Password will be identical to your email account details and will be texted to you on the mobile phone number you supplied to us.

What if I forget my Username or Password or cannot gain access to my account?
If you cannot access your account please log a ticket on our IT ticketing system and our IT engineers will send you your login details by text. Please be sure to include your contact mobile number in the ticket details. See Questions on our IT Ticketing system for details of how to use the ticketing system.

IT Support

Where can I access the IT Support Helpdesk?
The helpdesk can be accessed at http://helpdesk.formulanetworks.ie

What will I see there?
The main helpdesk page contains links to allow you to login to the system, submit tickets, search the knowledge base for quick solutions to common problems as well as avail of the “Live Chat” function to chat to an available technician. Your helpdesk technician may also direct you to initiate a remote desktop support session, this can also be accessed from the helpdesk workspace. If you are new to the HelpDesk you will need to Register  befoe you can log a ticket.

How do I Register?
If you are new to the HelpDesk & Ticketing System, you will need to register and complete your details by clicking the Register button.  You will receive an e-mail to confirm your registration and your account will be verified by the helpdesk operatives. When logging your first request, before verification, you will be forced to choose a generic department. Once your details have been verified, you will be assigned the correct details and given the choice of Department relevant to your role.

How exactly do I log a ticket?
1.    Browse to http://helpdesk.formulanetworks.ie and log in using your e-mail address and the password you received by e-mail.
2.    Choose your relevant Department and click ‘Next’
3.    Set a priority level for the ticket as per the guidelines below

Emergency     Network wide or localised issue requiring immediate attention e.g. high level hardware failure, payroll systems unavailable prior to month end etc.
High     Few or more users are affected and no workaround is available e.g. users unable to print to multiple printers, network shares unavailable etc.
Medium     Few users are affected and workarounds are available e.g. users cannot print to a specific printer, user cannot log on to webmail but is able to use Outlook.
Low     Few users are affected with little or no impact on productivity e.g. icons out of place, website displays incorrectly, unable to play CDs etc.

4.    Enter in the subject of the problem along with a detailed description of the problem including any steps leading up to the problem. Please ensure that you include as much detail as possible in order to assist the technicians in resolving your issue. You can also upload any relevant files (screenshots, corrupt files etc.) by clicking on ‘+ Add File’ and browsing your computer.
Please note: it is important to log as much detail as possible in the ticket. ‘Can’t Logon’ or ‘PC not Working’ is not enough!
5.    When you are finished, click ‘Submit’.

What Happens after I submit a ticket?

When the ticket is submitted successfully, you will receive your ticket ID and on the next screen as well as a confirmation e-mail with instructions on how to check the status of your issue.
The ticket will be placed in a queue  for resolution by the IT Engineers.

What do I do if I have a Problem using the HelpDesk & Ticketing System?
If you experience any problems logging onto the helpdesk & ticketing system or are unable to log a request, please e-mail fnlhelpdesk@formulanetworks.ie for further assistance.
Please note that this e-mail address is for reporting problems related to logging onto and entering a ticket on the website only and not for raising ICT requests / issues. Any issues logged to the ICT mailbox may not be dealt with. Please use http://helpdesk.formulanetworks.ie to report any ICT related issues.






 
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