SDES Service Desk Portal: Opening a Service Ticket

Transcription

1 Opening a Service Ticket 1 SDES Service Desk Prtal: Opening a Service Ticket IMPORTANT: At any pint during the ticket creatin prcess, r yur ther use f the Service Desk prtal, it is imprtant that yu use the built-in navigatin. DO NOT USE YOUR BROWSER S BACK BUTTON. If yu d accidentally press the back buttn, exit the brwser cmpletely, and lg in again. Lgging In In yur brwser s address bar, type servicedesk.sdes.ucf.edu If yu are using Internet Explrer: Yu will be autmatically lgged in using yur windws lgin credentials. If yu want t use a different brwser, r if IE des nt lg yu in autmatically: Yu may be given the ptin t select Use Windws Lgin (left) OR Yu can type YOURDOMAIN\username and enter yur passwrd (right). We encurage yu t bkmark this page, after visiting it fr the first time, s that yu may mre easily access it in the future.

2 Opening a Service Ticket 2 Hme Screen Knwn Divisin-Wide Prblems: Widespread issues that are already being addressed by SDES IT will be visible here. There is n need t submit a ticket, if yu are experiencing ne f these issues. Open Tickets: This lists tickets that yu have already submitted, but have nt been addressed t cmpletin. Yu can check the status f, r edit an pen ticket by clicking n it in this windw, r clicking the Check Ticket Status buttn. Knwledge Base: The Knwledge Base will stre Frequently Asked Questins and instructins fr cmmnly repeated tasks. Yu may wish t check the knwledge base fr a slutin, befre pening yur ticket.

3 Opening a Service Ticket 3 Submitting a Ticket Once yu have lgged in t the service desk prtal, click Submit a Ticket. Yur name, department, and cntact infrmatin will display n the left. If yu are submitting a ticket fr a department ther than yur wn, r the system has selected the incrrect department fr yu, select yur department using the drpdwn menu. Yu may als chse t prvide an alternate means f cntact, if yu are unable r d nt wish t be cntacted at the number r we have n recrd. Next, enter a brief summary f yur issue in the Summary field. This shuld nt be particularly detailed. Ex. Printer Nt Wrking Frm the Service drpdwn, select the type f prblem r service yu require. If yu re nt sure what type f service yur request falls under, click Nt sure what t click? r select Brwse Service Catalg frm the navigatin menu. If yu access the Service Catalg by chsing Nt sure what t click? n the ticket creatin page, be sure t select N when prmpted t save yur changes.

4 Opening a Service Ticket 4 Yu can als pen a ticket directly frm the service catalg by clicking n a specific service. Ex. Equipment fr a malfunctining printer Next, select the Categry under which yur request falls. Ex. Printer Then, select the SubCategry. If yu re reprting an issue with sftware r equipment, select Reprt Prblem. Wh Des the Issue Affect? My Department Just me Everyne When des this issue need t be reslved? Immediately Yu r yur department cannt functin until the issue is reslved. Anytime This is nt time-sensitive. Sn The issue is time-sensitive, but nt an emergency. If yu wuld like t submit a screensht f the issue yu are experiencing, r attach anther type f file, yu may d s by clicking Attach a File. The attached file can be fund near the tp f the screen next t the icn. At the bttm f the page, yu will be asked t enter details specific t yur request. This will change, depending n the type f ticket yu are submitting. Fr sme types f tickets, there might be mre than ne field t fill ut. Make sure yu fill ut all the fields befre submitting yur ticket. When yu have finished, click the Submit buttn t enter yur ticket int the system. Once yu have dne s, the Service, Categry and Subcategry drpdwns will gray ut and yur new ticket number will appear in the Open Tickets bx in the tp right crner f the hme screen.

5 Opening a Service Ticket 5 If yur issue changes, yu can edit yur ticket by selecting it frm the Open Tickets list n the hme screen, and clicking the Edit icn in the upper left hand crner. Yu can then edit any prtin f yur ticket. Yu can als add cmments describing any new develpments relevant t yur ticket. Click Add Cmment under the I want t: heading t d s. Yur cmments can be viewed near the bttm f the page under the Cmments heading. If yu want t cancel yur ticket, click Cancel Ticket. If yu cancel yur ticket, yu must enter a reasn. A Tech may still cntact yu regarding yur ticket, even if yu have canceled it.