Self-Service Help TicketsAug. 10, 2005
ITS - Client Services announced on August 10, a new service - submitting your own Help Desk ticket. If you know that your technology issue will require assistance from an ITS trained technician, you can now submit the request yourself. Simply go to the ITS main web page and select "Submit Help Desk Ticket" from the left panel.
This link will open a form where you can briefly describe your technology problem. Once you press the "submit" button at the bottom of the screen, it is dispatched to the Help Desk staff. You can also submit an issue for someone else, such as your Dean or Chair. After reading the description, a Help Desk staff consultant will then route your ticket to the appropriate technician group to resolve your issue.
This service will allow you to submit a ticket after hours or when the Help Desk staff is unavailable. Occasionally, during the regular business hours from 8 am to 5 pm Monday through Friday, the Help Desk staff may be attending group meetings or training sessions. "Our ultimate goal is to respond to your technology issue as quickly as possible," said Vicky Gerik, director of ITS - Client Services.