HOW TO Submit a Ticket to HelpDesk
Objective
This article reviews the steps required to submit a ticket to a team at PacSci. If this you're submitting a ticket for the first time, or need a refresher, review the Ticket Etiquette article before submitting. Please note that there may be difference in information required between teams so be mindful of any automated ticket templates.
Stuff-to-Know
- Every page on HelpDesk has a "Get help for this page" link in the bottom left side that will provide additional guidance on navigating the page
- If any of the images in this article are hard to see, you can enlarge them by right clicking on the image, select "copy image link", open a new tab, paste link into the address bar, and hit "Enter" on your keyboard
Step-by-Step
1) Navigate to the HelpDesk home screen
2) Click on "sign in"
a) Use your pacsci.org email and password to login. If you have trouble logging in, contact IT
3) Click on "New ticket" near the top of the window
4) From the "New Tickets" window, click on the "Select Category" drop down and select the group you would like to send your request to
a) A template may autogenerate "Details" section if the team has one set up
5) Next, click on the "Priority" drop down and select the level related to your request
a) Low: The deadline for this request is very flexible as in it could happen anytime. Important systems or job tasks are not impacted. Low to no impact on Guests or Staff.b) Normal: The deadline for this request is fulfilled within 14-business days. Important systems or job tasks are minimally impacted. Minimal impact on Guests or Staff.Most tickets will use this priority.c) High: The deadline for this request should be fulfilled within 5-business days. Important systems or job tasks are being impacted but can still be executed. Guests or Staff are greatly impacted.d) Critical: DO NOT USE THIS PRIORITY FOR A TICKET. IF SOMETHING IS CRITICAL CONTACT THE NECESSARY TEAM BY PHONE OR MICROSOFT TEAMS. The deadline for this request should be fulfilled within 24-hours. Important systems or job tasks are impossible to do. Guests or Staff are extremely impacted.
6) Fill out the "Subject" box with a short sentence that provides a basic summary of your request
7) Move onto the "Details" section to explain your request. The more detailed you can be the better. Providing examples and screenshots will help the technician find a solution without too much back-and-forth clarification.
8) If fields autogenerated in the "Details" section, provide the information requested
9) If applicable, answer the questions below the "Details" section (i.e. Location, Request Type, Time and Date, etc.)
10) Once finished, click on "Submit" and the ticket will be sent to the Team's queue
11) You will be notified via email by the technician assigned to the ticketa) If you want to add subscribers (other people who would be interested in receiving ticket updates) click on "Advanced" before "Submit" and add their name
Congratulations! You've completed this article.
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