In order to request assistance from Network Operations, you must open a support ticket. This page is intended to provide a brief overview of the process of doing so. Alternatively, you may review the complete ServiceDesk Plus user’s guide or how to create an incident.
Please note some of the screenshots below are from an older version of the program, however the process is basically the same.
Accessing the Ticket System Portal
To access the portal, click on “Create Ticket” on the top navigation menu. The Helpdesk portal will open in a new window and should automatically log you in. If it does not, enter your network username and password (same as you use to log on to your PC) and click “Login.”
Depending on your settings, you may initially be presented with the “How can we help you? screen. Select “I am facing an issue.”
You will be presented with one or more ticket categories to choose from. Pick the most appropriate one; typically this will be “General Support.”
You will be brought to the “New Incident” screen. Please complete all fields as described below.
- Name – Your name will automatically be entered based on your login. You cannot edit this field.
- Asset – This refers to the name of the PC with the problem. Click on the “+” icon to choose from a list. If you do not know the name of your computer, you can click the “System Info” link from the menu on the left of your screen. Note: While this is not a required field, providing the name of the PC with the problem can help us to resolve it quicker.
- Category / Subcategory / Item – Select the category and subcategory that best describes your request. It is important to select the most appropriate category so your request can be properly routed to the technician who can best assist.
- Building / Room – Select your building from the drop down and enter your room number or other location information so we can find you.
- Subject – This is the title/subject of your request, and should be a brief description of the problem. Please avoid generic subjects such as ‘Help,’ ‘Computer Problem,’ etc.
- Description – This is the body of your request. Please provide as much information about the problem as possible. The more information you provide, the faster we can typically respond to and correct your concern.The following are some of the things you may want to include in your description of the problem:
- Will the computer turn on?
- Does it load to the “Press CTRL+ALT+DEL to login” screen?
- Can you login? (Will it accept your User ID and password?)
- What program(s) are you using when you experience a problem?
- Is there an error message? If so, what is it? (Copy and paste the error message if possible.)
- Is anyone who uses the computer impacted by the same problem?
- What steps can we (the technicians) take to reproduce the problem?
- E-Mail ID(s) to Notify – Add any additional e-mail addresses you would like to be notified of changes to the status of this ticket. You will be notified at your district e-mail by default.
- Attachment – You can attach files to your ticket, for example a screenshot of the error message. Click the paperclip icon, then click “Browse” to select your file(s) to attach. After selecting your files, click “Attach” then click “Done.” Your files will be sent to us with the ticket.
- Add Request – When you have completed all other fields, click “Add Request” to complete your new request. You may need to scroll down to see the bottom of the ticket and the Add Request button.
You will be notified of your ticket’s acceptance via e-mail. You will then be further notified via e-mail as the technicians reply or your request is closed. You may reply to these e-mails if you have any questions, or if the technicians request any additional information. The ticket system will track all e-mails sent and received with each ticket.
If you would like to review the status of any prior ticket, you may do so. Click the “Requests” tab at the top of the page to display a list of your requests.
You may filter the view to see only open tickets, only tickets that have been closed, or all requests as desired. When the list of your requests is displayed, you may click on the title of any request to see ticket details.