IT Help Center
With the release of
our new call tracking system, ITSM 7, we have also published our new
Webpage the IT Help Center. You can access the IT Help Center at
http://helpdesk.unt.edu/service. The Help Center will act as a
portal allowing Students, Faculty, and Staff to access the public
interface to the ITSM7 program, and easily report IT related problems.
Support Requests
When you arrive at the IT Help Center you will be presented with a
login prompt. If you do not know your EUID or password there is the
option to “request support without logging in.” Upon logging in, you
will be presented with a catalog of services items that pertains to the
role(s) of your login account. All login account can see the General
Services. Employee Service items are available to employees who login
with their EUID. Student Service items are available to students who
login with their EUID. Support Service items are available to ITSM
support staff members who login using their ITSM account.
Let's look at an example of a service item. After logging into the IT
Help Center, click on “Blackboard Vista Support Request.” This will open
the eCampus Problem Reporting Form. You will be prompted to enter
information relating to the problem you are experiencing. Remember to
include as much information as possible when filling out the form so
that support staff can more accurately diagnose the problem. Upon
completing the form you will receive an overview of your answers for
verification. Click okay to submit. You will receive a verification
email letting you know your ticket number.
Problem Reporting Menu
The problem reporting menu contains some new options. To view the
status of your ticket, click on the view your ticket link. The system
outages page has been changed also, and is now displayed as a calendar.
Click on the appropriate link to view either current or past system
outages. The calendars have toggle boxes allowing you to chose how much
information is displayed on your calendar.
Knowledgebase
The knowledgebase will now act as a repository for the Helpdesk’s
support documents. To access the Knowledgebase click on the “Search for
Answers in our Knowledgebase” link located under the Questions
menu. More information will be included on the Knowledgebase in our next
Benchmarks Online article.
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