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{ How to Create a CSS Help Ticket }


Section 0. Legal Disclaimer
  1. Description
    • This webpage discusses how to Create a CSS Help Ticket for any lesson that is part of the Hac-King-Do Training Certification program.
    • The below web link describes the Hac-King-Do Training Certification Program in detail.

  2. Legal Disclaimer
    • As a condition of your use of this Web site, you warrant to Computer Security Student, LLC that you will not use this Web site for any purpose that is unlawful or that is prohibited by these terms, conditions, and notices.
    • In accordance with UCC § 2-316, this product is provided with "no warranties, either express or implied." The information contained is provided "as-is", with "no guarantee of merchantability."
    • In addition, this is a teaching website that does not condone malicious behavior of any kind.
    • You are on notice, that continuing and/or using this lab outside your "own" test environment is considered malicious and is against the law.
    • © 2015 No content replication of any kind is allowed without express written permission.

     

Section 1. How To Log In
  1. Open Firefox
    • Note(FYI):
      • Issue the below commands from your Host Machine
    • Instructions:
      1. Click the Start Button
      2. Type firefox in the search box
      3. Click the firefox icon

     

  2. Login (Part 1)

     

  3. Login (Part 2)
    • Instructions:
      1. Username: Supply Your Username
        • E.g., testuser
      2. Password: Supply Your Password
      3. Captcha Challenge Code: Supply the Code
        • E.g., SGJQ
      4. Click on the Login Now Button

 

Section 2. Access the Hac-King-Do Curriculum
  1. Access the Hac-King-Do Curriculum
    • Instructions:
      1. Click on the left Hac-King-Do Cert Navigation Branch
      2. Click on Display

     

Section 3. Select Lesson
  1. Select A Lesson
    • Instructions:
      1. Select the lesson in which you need help.
        • E.g., Damn Vulnerable WP: Lesson 1: How to create a Damn Vulnerable Windows XP Machine

     

Section 3. How To Request Help
  1. Step By Step Directions
    • Instructions:
      1. Notice that each Step within each Section has instructions with numbered arrows that refer back to the particular instruction.  Next to each step is a Help Button. 
    • Note(FYI):
      • If you don't understand a particular instruction, please refer to the numbered arrow within the following picture.
      • Typically the picture will help resolve confusion.
      • But if you are still confused -or- need more help, you can click on the HELP Button.
      • Continue to next step for more illustration.

     

  2. Request Help (Part 1)
    • Note(FYI):
      • If the picture did not help resolve the confusion, you can click on the HELP Button, to request Help.
      • Each Step of each Section has its' own Help Button.
    • Instructions:
      1. Click on the Help Button

     

  3. Fill Out Form
    • Instructions:
      1. Name of the Virtual Machine that an Issue? In this case, the user writes that he is on his host computer.
      2. Please describe what is not working? In this case, the user writes that he is not able to open up a command prompt
      3. What is the Virtual Machine's IP Address? In this case, the user has not built the Virtual Machine yet, and thus would not need to supply an IP Address.
      4. Click the Browse Button
        • Submitting a screenshot is optional, but very beneficial in order for our team to visualize the issue that you are experiencing.

     

  4. Select Screenshot Picture
    • Instructions:
      1. Navigate to saved screenshot picture location
        • In my case, it is C:\temp
      2. Click on the screenshot picture you wish to upload
      3. Click the Open Button
     
  5. Submit Help Ticket
    • Instructions:
      1. Verify that the Screenshot Picture Filename appears in the textbox to the right of the Browse Button.
      2. Click the Submit Button

     

  6. View Ticket Information (Part 1)
    • Instructions:
      1. Note the CSS Help Ticket Request ID (REQ_ID)
        • E.g., 42
      2. The Status of the ticket is set to OPEN
        • Once the ticket has been assigned, the status will move to PENDING
      3. You have the the option to <Edit> the Ticket Notes and/or Picture
      4. The Question & Answer contains your Ticket Notes
      5. Scroll Down to View the Screenshot Picture

     

Section 4. Email Notification: CSS Help Ticket OPENED
  1. Ticket Email Notification
    • Note(FYI):
      • You will receive an email from ComputerSecurityStudent.
      • The subject will have the following format:
        • CSS TICKET: <REQ_ID> | Action: OPEN
      • The Action Status of OPEN means the ticket was just created.
      • If the email is not present in your Inbox, please check your spam folder.
    • Instructions:
      1. Click on the email from ComputerSecurityStudent with a subject that contains CSS Ticket and a Action Status of OPEN.

     

  2. Ticket Email Contents
    • Instructions:
      1. To see the latest status of your ticket, the user can click on the View Ticket link.
    • Note(FYI):
      • Note during the back and forth ticket correspondence between the User and Administrator there will be multiple email notifications.

 

Section 5. Email Notification: CSS Help Ticket ASSIGNED
  1. Ticket Assignment
    • Note(FYI):
      • Once the Ticket has been assigned to an administrator, you will receive an email with the subject "CSS TICKET: <REQ_ID> | Action: ASSIGNED".
      • Noticed that both the OPEN and ASSIGNED ticket have the same REQ_ID. 
        • E.g., 42
    • Instructions:
      1. Click on the most recent CSS TICKET with an ASSIGNED Action Status.

     

  2. How To View Ticket Details
    • Note(FYI):
      • To see the current status of the ticket, please click on View Ticket.
    • Instructions:
      1. Click on View Ticket

     

  3. Login to Computer Security Student
    • Instructions:
      1. Username: Enter your username
      2. Password: Enter your password
      3. Captcha Challenge Code: Enter the Captcha Code displayed on your screen.
      4. Click the Login Now Button
    • Note(FYI):

     

  4. View Status
    • Instructions:
      1. Notice the Status changed from OPEN to PENDING
        • The Ticket Status will stay at PENDING until the ticket is CLOSED.
      2. The Ticket Type is a REQUEST
        • This means the user has requested help.
        • After the Administrator Replies, the Ticket Type will change to ADMIN_REPLY.
      3. Scroll to the Bottom of the webpage

     

  5. Administrator's Reply
    • Instructions:
      1. Since the Administrator has only been ASSIGNED the ticket, there will not be an actual reply to the user's issue at the moment.  Once the Administrator provides his/her analysis, the response will follow the user's ticket information.  (See Picture)
    • Note(FYI):
      • Section 5 will illustrate an administrator's response to this ticket.

 

Section 5. Help Ticket Administrator Reply
  1. Ticket Reply
    • Note(FYI):
      • Once the Ticket has been replied to by an administrator, you will receive an email saying the ticket Action/Status is now PENDING.
    • Instructions:
      1. Click on the email from ComputerSecurityStudent with the subject CSS Ticket and the Action of PENDING.  (See Picture)

     

  2. How To View Ticket Details
    • Note(FYI):
      • To see the current status of the ticket, please click on View Ticket.
    • Instructions:
      1. Click on View Ticket

     

  3. Viewing The Ticket Details
    • Note(FYI):
      • To see the most recent entry of the Help Ticket, please scroll down to the bottom of the webpage.
    • Instructions:
      1. Scroll down to the bottom of the webpage

     

  4. User Reviews the Administrator's Reply
    • Instructions:
      1. Notice once the administrator replied, the Type changed from REQUEST to ADMIN_REPLY
      2. Notice in the Question & Answer Section, the administrator wrote a message to the user, stating there was a typo.
      3. Notice the administrator, included a picture that displays the actual typo from the user's previous screenshot picture.
      4. To reply to the administrator for additional help or to close the ticket, the user can click on the User Reply Button.

     

  5. User Reply Options
    • Instructions:
      1. Reply Options
        • Reply - The user still has problems, and needs more help.
        • Propose to Close - The user is unsure, and just needs to confirm their correction.
        • Issue Resolved Close ticket - The user confirms the solution and closes the ticket.
      2. Notes Option
        • This option allows the user to add notes for one of the above Reply Options.
      3. Upload Option
        • This option allows the user upload a screen shot (1) if the user's issue is not resolve or (2) if the user is still unsure.
      4. Submit Button
        • The user will have to click the submit button to Reply to the administrator after selecting from the above Reply, Notes, and Upload options.

     

  6. View User Reply Results
    • Instructions:
      1. Status
        • Notice the Status has changed from PENDING to CLOSED, because the user closed the ticket in the above step.
      2. Type
        • Notice the Type is a USER_REPLY, because the user replied to the administrator.
    • Note(FYI):
      • Continue to the next step to view the email that the user will receive.

     

  7. View Email Statuses
    • Instructions:
      1. After the user closes the ticket, the user will receive an email from ComputerSecurityStudent with the subject that the CSS TICKET was CLOSED.
        • Notice the Status has changed from PENDING to CLOSED, because the user closed the ticket in the above step.
    • Note(FYI):
      • CSS TICKET Action/Statuses
        • OPEN - Sent when the ticket was first created.
        • ASSIGNED - Sent when the ticket was assigned to the administrator.
        • PENDING - Sent when the administrator replied to the user.
        • CLOSED - Sent when the user closed the ticket.


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