ITC HELP DESK TICKETING SYSTEM USER GUIDE

Size: px

Start display at page:

Download "ITC HELP DESK TICKETING SYSTEM USER GUIDE"

Melvyn Cook
6 years ago
Views:

1 ITC HELP DESK TICKETING SYSTEM USER GUIDE 1

HELP.XULA.EDU To get to the new ITC ticketing system visit: help.xula.edu Log in using your Xavier Windows user name and password. Alternatively, you can go to Xula.

2 HELP.XULA.EDU To get to the new ITC ticketing system visit: help.xula.edu Log in using your Xavier Windows user name and password. Alternatively, you can go to Xula.edu under the Resources tab select complete list under the Online Resources column. Click on the Help desk icon. **the user name and password you use to log into your computer or Wi-Fi** 2

3 CREATING A TICKET Complete the Help section. Select a type. See the type fields at the end of this document. Include the subject of your request. Make sure to include a callback number and select your location. If you need to add an attachment select add file. (refer to page 5 for instructions) Once you have completed your ticket click save. **YOU DON T NEED TO COMPLETE THE ASSET SECTION. ** 3

You can view the progress of your ticket by looking at the status column If you know your

4 VIEWING THE HISTORY OF YOUR TICKET Under the History tab You can see the history of your tickets. You can view the progress of your ticket by looking at the status column If you know your ticket number you can use the Ticket number search field to search for that ticket. If you want to view all of your tickets by Status type select the Status drop down menu to search by status. 4

5 ATTACHING A FILE You can attach files to your ticket by: Clicking on the Add File button. Next select Choose a File. 5

6 Select the file that you would like to attach to your ticket. Click open 6

7 Click upload to upload your file to the ticket. 7

8 8

9 ADDING A NOTE TO A TICKET Click on the ticket you would like to add a note to. Click the Add Note Button. The New Note field will appear and you can add a note to your ticket. 9

10 UPDATING YOUR PROFILE On the Profile tab you can update your information. Update your work number. Update your location. Click the save button to save all of your information. 10

Type Fields At A Glance Apps & Reporting Asset Management Audio Visual Needs Blackboard Cable TV Communication Argos

Dell Computer Site Not Launching Mac Computer Banner New Printer Banner Client Password Banner Student Financial Aid

Building List Not Loading Site Not Launching No picture Staff Activation Student Activation Student New Course Removal

Voicemail Password Reset EAB Email General Google Apps Hardware Mobile App Can t Login Site Not Responding New Email

11 Type Fields At A Glance Apps & Reporting Asset Management Audio Visual Needs Blackboard Cable TV Communication Argos Missing Asset Tag Can t Login New Computer Req. Dell Computer Site Not Launching Mac Computer Banner New Printer Banner Client Password Banner Student Financial Aid Fiscal Service General Support Human Resources New User Account Brio Can t Login Site Not Launching ezproxy Report TMA Building List Not Loading Site Not Launching No picture Staff Activation Student Activation Student New Course Removal Enrolled in Wrong Course No picture Staff Activation Staff New Student Activation Student New Cabling - Jack issue Change Ext. Display Fax Line Not Working Forgot Long Distance Pin Long Distance Pin New Phone Phone Not Working Phone Relocation Voic Password Reset EAB General Google Apps Hardware Mobile App Can t Login Site Not Responding New Account Setup Software Google Docs Google Drive Google Sheets s Spam/Phishing Two factor authentication Unable to Send/Receive Whitelist/Blacklist address Computer Not Working Computer Relocation Keyboard Broken Laptop Not Working Monitor Not Working Mouse Broken Feature Not Working Login Problems New Feature

Type Fields At A Glance Network New Account Setup Password Reset Printing Software Training Website Device Exclusion Event Gaming

Access Slow Network Performance Wi-Fi Not Working Blackboard Windows Account Banner Web Pin Blackboard Password EMS- Room Housing

Printing Problem Adobe Can t Print to PDF Error Message Banner Client Can t Print Error Message MS Office Error Message Software

12 Type Fields At A Glance Network New Account Setup Password Reset Printing Software Training Website Device Exclusion Event Gaming Console Connection Guest Wireless Access New Network Drop Install No Connectivity Repair LAN Jack Shared (Network drive) Folder Access Slow Network Performance Wi-Fi Not Working Blackboard Windows Account Banner Web Pin Blackboard Password EMS- Room Housing Password Library Database OrgSync Wi-Fi Password Windows Lockout Windows Password New Printer Setup Printer Not Printing WEPA Printing Problem Adobe Can t Print to PDF Error Message Banner Client Can t Print Error Message MS Office Error Message Software Installation Google Mail Google Tools MS Excel MS PowerPoint MS Word Reporting Tool Visio VoIP Telephones CMS Training Content Update New Site

Connecting to the Internet

Connecting to the Internet This document includes general info about connecting to the on-campus wireless and wired internet. is intended for those people who do not have an IT group in their department.