Opening a Trouble Ticket Presented by: Dana Power Salinas

Audience & Goals Faculty and Staff Why should I open a ticket? Learning Outcomes Why should I open a ticket? How do I open a ticket? What information do I need in the ticket? What happens after I submit a ticket? How do I check the status of a ticket? How do I update a ticket?

Why Should I Open a Ticket? PVAMU has set up a self service site to better help faculty, staff and students. You can send in a ticket containing your problems and requests and get a direct response.

Why Should I Open a Ticket? Opening a ticket helps us all by: Working More Efficiently Multitasking Smarter One Place for All IT Requests Opening a ticket helps us all by: Working More Efficiently – You can submit issues easily and get them fixed faster allowing everyone to spend more time being productive. Multitasking Smarter – The ticket system allows us to easily categorize and prioritize issues. One Place for All IT Requests – Self Service allows a single place for you to create tickets, view the status, and close out tickets once they are resolved. It also allows us to relay important information to users.

Why Should I Open a Ticket? Opening a ticket helps us all by: Customized To Our Needs Prioritize Important Tasks Better Establish Expectations with Due Dates Opening a ticket helps us all by: Customized To Our Needs – The ticket system is user friendly to PVAMU. It has a title, description, categorization, department, building, and floor. Prioritize Important Tasks – Different tickets warrant different responses depending on their severity. Better Establish Expectations with Due Dates – We can sort tickets based on due date and better manage projects to be completed.

How Do I Open a Ticket? Go to https://ellucian.service-now.com Or search for ‘helpdesk’ on the PVAMU.EDU homepage. Book mark this page! Log in using PVAMU email address and password

How Do I Open a Ticket? Click on “Submit New Ticket”

What Information Do I Need? Complete the following required fields: The contact number and campus will auto fill when the caller is entered if the caller is in the system.

What Information Do I Need? In the body of the email (or the details section of the web form) put all the relevant details to the problem such as the room the problem is occurring in, the specific computer, printer, desk, projector, etc. and the time that the problem occurs. Anything you may know that is relevant will help our team get to this faster.

What Information Do I Need? Try to include: What you were doing when the problem happened? When was the last time this worked (if ever)? Does this happen every time you do ‘X’? The room number. The specific computer or telephone. When did you first notice this? What was supposed to happen, but didn’t?

What Information Do I Need? It’s a good idea to include your contact information such as your email or a phone number we can reach you at. Having the information ready makes it easier for the help desk team to contact you.

What Information Do I Need? To attach a document click on the Paperclip symbol.

What Information Do I Need? On the pop up screen click “Browse”. Then click “Choose Files”. You will then browse to the file that you want to attach and click “Open”.

What Information Do I Need? You can exit out of the next pop up box and you should now be able to see your attachment at the top of the ticket. If you scroll down, you might not be able to see the attachment anymore.

What Information Do I Need? Lastly, click the “Create Ticket” button.

What Happens After I Submit a Ticket? A confirmation email will be sent to you. Issue is assigned to the appropriate IT support team for resolution. Priorities are decided based upon business impact and business urgency. IT follows up with the user. The issue is resolved. A survey is sent to the ticket creator. The ticket is closed. Surveys are important!

How Do I Check the Status of a Ticket? After you submit a ticket you will be able to view it from your Home Page.

How Do I Check the Status of a Ticket? Click on the ticket number. View your ticket details. You can view notes/updates for the ticket. They are found at the bottom of the ticket information.

How Do I Update a Ticket? To add a comment, type your comment in the “Comment” section. This section can be found under the information for your ticket. These can be seen by the IT staff assigned and by you. When finished, click “Update” to submit and leave ticket.

How Do I Update a Ticket? All parties involved in the ticket will receive an email notification each time a comment or update is made to the ticket. You can also add a comment to the ticket by simply replying to the email notification for the ticket. This will add your comment to the ticketing system.

Questions?