Web Help Desk is the system used by MTSS to receive and address any equipment problems that faculty and staff may encounter. Using Web Help Desk, student technicians and their supervisors are able to respond to these problems and record the resolution on an online ticket.

Starting Up Help Desk Go to Log in using the username: mtss1 and password: media123 The tickets can be found under Group Tickets

Tickets When a ticket comes into help desk, it must be addressed ASAP. The ticket info will include the building, room, problem, and name of the person who called in the issue. Student technicians will use this information to resolve the issue. Once the problem is resolved, the ticket status can be changed to RESOLVED or CLOSED. If the problem can not be resolved, students can add notes to the ticket by clicking the + icon in the notes section. Students should add their initials or name to any notes to show which worker addressed the call. The ticket should then be placed on hold until a full time staff member can check out the problem.

Helpful Hints In order to be sure any problems are being addressed in a timely fashion, students should check Web Help Desk every 15 minutes. Students can exit a ticket by clicking either the Save or Save and button. Students should be aware that if Save and icon is chosen, the faculty member who placed the call can see the notes added to the ticket, so the notes need to be written in a professional manner. If a call is RESOLVED, it will remain in the queue for 8 hours. If a call is CLOSED it will disappear from the queue immediately. Web Help Desk will time out after being open for so long, so students may have to keep logging in every so often.

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