Microsoft Word Request Tracker Self Service User Guide
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| Request Tracker Self Service User Guide For Submitting Technical Issues to the Computer Center Topics Covered: • Logging in • Creating a Ticket • Adding information to a Ticket • Reopening a Resolved or Closed Ticket
Logging onto Request Tracker: Using a web browser, go to http://helpdesk.lipscomb.edu
Once logged in, if you have any currently open tickets, they should be displayed as seen below:
To Create a Ticket: Once logged into Request Tracker, click on the “New Ticket” link on the left menu Select the appropriate queue for your issue by clicking on the queue name. This will route your ticket to the appropriate Computer Center personnel. Below each queue name is a description of the common issues for that group. Once you have selected a queue for your ticket, a page like this will appear:
Please fill out the form on this page with the following information: • Your email address will be automatically populated in the Requestor field. If you are reporting this issue for another Lipscomb user, enter the other person’s email address in the Requestor field (employees should use first.last@lipscomb.edu format). Only Lipscomb email address will be accepted in this field. • If you would like someone else to be kept informed on the progress of the ticket, include their Lipscomb email address in the CC field. • Enter a subject or short description for the call ticket in the subject line. • Attach any necessary files such as screen shots of error messages, etc., but do not attach files that contain confidential data. • In the issue description field, please describe the issue or request in detail. For a faster resolution, please include all information you have relating to the issue that would assist in a resolution. For example, in addition to a general description of the problem, please include any error messages that have not been attached, actions that you have already taken, when the problem began, as well as any other pertinent information such as building and room numbers, others affected, etc. If you want to be contacted by means other than email, please also supply alternate contact information. Once submitted, your ticket number will be displayed in the Results section of the following page as seen in the image to the right:
To Add Additional Information to an open Ticket: After logging onto Request Tracker Self Service, if not on the “Open Tickets” page, click on “Open Tickets” from the left Menu. Click on the ticket you wish to update. A page like the one below will appear. In the History section, click Reply as seen in the image below:
Enter any additional information you would like to provide in the text box and attach any needed files and click Submit.
The additional information you provided will be added to the History section of the ticket and will also be emailed to the Computer Center personnel working on your issue.
Reopening a Closed Ticket: If your Ticket has not been resolved to your satisfaction, you can reopen the ticket. If you know the ticket number, enter the ticket number in the “Goto Ticket” field and Click the “Goto Ticket” button. If you don’t know the ticket number, click on “Closed Tickets” on the Left Menu and select the ticket you wish to reopen. The oldest tickets are displayed first, so if you have several pages of tickets, click on the link for the last page to see the most recent tickets. In the History Section of the Ticket, click on “Reply”.
On the Update Ticket Page that appears, click on the “Status” drop down box and change the status from “Resolved” to “Open” as seen in the image to the right. Also enter any additional information about why the ticket has been reopened in the text box and click Submit. When ticket has been reopened, the results on the next page that appears will show the status change and the Computer Center personnel assigned to resolve your ticket will be notified via email. Yüklə 18,06 Kb. Dostları ilə paylaş:
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