Web Help Desk ticket type
This is when you choose the course of problem you're posting an aid request. For example if you're getting an issue with Microsoft 'office' or Mail you'd choose “Software” in the drop-lower menu. Most of the request type groups in addition have a sub-type where one can select a more specific problem type. Here's a good example of exactly what the sub-type drop lower appears like if you select software as the request type:
Make use of the subject area while you would when delivering an e-mail. A brief description from the problem or help request.
Make use of this area to supply all of the particulars of the request. The greater information you are able to provide us regarding your problem or request the greater.
The extension number for the class / office or even the extension you want us to you at. For those who have more specific instructions for getting in touch with you want provide these within the Request Detail area.
For those who have a screen shot of the error message or any other file(s) highly relevant to your request or problem you can utilize the Accessories button to include personal files(s) towards the tech request. The specialist designated for your request will have the ability to view and connect to the file(s).
Location / Room
Location should be selected for you personally in line with the information we've within our system. In case your location is wrong or else you request is perfect for another location then please choose the right location in the drop lower menu. Location can be used to assign your ticket towards the correct specialist so please verify this area is true.
The Area drop lower menu provides you with a listing of room options in line with the location you choose. Please choose your living space number or even the room where the issue is occurring.
The Choose Assets portion of the Help Request Form is to inform us what computer(resource) your help request is perfect for. For those who have assets designated for you in Help-desk they'll be listed under My Assets. Here is a good example of exactly what the My Resource list appears like:
To assign an resource for your help request just click nowhere link around the barcode area from the resource you want to assign for this ticket. Once you click the link a brand new box can look known as Ticket Assets that will list the assets you have designated for this help request (note: you are able to assign multiple assets to some ticket).
Let's say the pc or device I'm getting an issue with isn't listed under My Assets?
Within this situation you'll use looking area situated within the My Assets box to discover your device.
Discover the silver district resource tag in your tool and go into the 7 digit barcode number in to the search area using the leading zeros (i.e. 0059000) and click on search. When the system is within our Help-desk system it will likely be put into check in Assets box. Note: the unit should be designated to same position because the help request found through the search.