Technology Services: Work Requests Submissions

Transcription

1 Technology Services: Work Requests Submissions At the HTC home web page, go to the Faculty & Staff web page. On the right hand column, select the IT Work Requests link. You may also enter into a browser window, to get to the IT Work Requests page. You will see a new communication and login page as follows: Scroll down until you see: Login: You will use your StarID login. This is the same log-in you are currently using to log into your computer on campus (Active Directory) and/or your (OWA) off campus. Password: Add the password you use with your StarID. January 2015 ckm Page 1 of 8

2 News: This Web Page will provide alerts as to known larger campus issues being work on. It may save you time from placing a work request with the IT Dept. as they may already be addressing the issue. After clicking on Login, you will then see the Main Service Desk page as follows: January 2015 ckm Page 2 of 8

3 Clicking NEW opens a new screen for you to create a new work order as follows: Please fill in the following categories: *PROBLEM SUMMARY: Quick Input of problem. STATUS: New *IMPACT: How many users are affected by the problem? TECHNICIAN: will be assigned by IT unless you know who will be working on your problem ASSET: Not necessary to complete at this time *LOCATION: Area/Pod location on campus PHONE NUMBER: Your contact information or phone extension. CC List: Use if you wish another person to receive the ticket information. January 2015 ckm Page 3 of 8

4 Next column: *CATEGORY: Choose from the dropdown for IT; Media or Other Then choose from another dropdown list for specific problems. PRRORITY: Low: Service Request in the Future Medium: Most of the Work Orders Should be Medium High: Affects Production, Classroom or Student Contact (Registration) Critical: is ONLY for two or more campuses and/or Effects Everyone. DEVICE: This is the name of your computer *CAMPUS: EP, BP, Both, LECJEC, Service Center or Off Campus *ROOM # OR DESK LOCATION: What room or what desk is the problem located DUE: If the work ticket needs to be completed by a particular date. SUBMITTER: Please verify that your name is in this box. If not, please find your name using search. COMMENTS: Detailed information about the problem or your need. ATTACHMENT: If you have any information that the IT Dept needs to have regarding your problem. SAVE: Press Save to submit your work request. NOTE: YOU MUST FILL IN ALL OF THE REQUIRED (*) IMFORMATION OR THE WORK REQUEST WILL NOT BE SUBMITTED. Select SAVE or CANCEL Buttons, at the bottom of the page, as follows: January 2015 ckm Page 4 of 8

5 After pressing the SAVE button, you will see the following screen displayed: Your Work Order ticket has been created. Your ticket number in is in the upper left hand corner. If you need to add a comment, click Add Comment. After adding any comments; press SAVE. Scrolling down the page, below the SAVE button; will be the date the ticket was created. This is where you can read all comments that have been written, either by you or any technical comments. January 2015 ckm Page 5 of 8

6 Click the Service Desk tab at the top to return to the Main Service Desk Page. The Main Service Desk Page allows you to see new tickets, your open tickets, who is the lead tech working on your problem and the status of the ticket, shown below. Click on any existing Ticket s Problem Summary or Tick: to see the progress, any notes or other information that has been added to your ticket. LOGOUT: Please remember to log out of the Dell Kace K1000 Management Appliance. The Logout link is found in the upper right hand corner, as follows: January 2015 ckm Page 6 of 8

7 When your ticket has been completed or closed, you will receive an with your ticket number as follows: Click on the link found in the , you will be taken to the Login page. After you login, the correct page will open in a browser window, with your ticket information. Technology Services would like you to tell us how we are doing, by completing the following questionnaire: Select one of the radio buttons that best describes your OVERALL EXPERIENCE from Poor to Excellent. January 2015 ckm Page 7 of 8

8 The COMMENT section will become available for you to detail your experience once you select the level of your OVERALL EXPERIENCE. Press: SAVE when completed. Below the survey, there will be information about and all comments regarding your work ticket. Technology Services appreciates your time in completing our survey by helping us serve you better. Thank You! When the survey is completed, you may receive another as follows: When your ticket has been updated by the Technology Services Team, you may receive an as follows: Click on the link to go back to your work ticket. Again you may add a comment remembering to Press Save. Should you need any further assistance; please call the IT Help Desk, extension 1411 or dial direct at (7:30am to 8:30pm Monday Thursday; or 7:30am to 4:00pm Friday). January 2015 ckm Page 8 of 8