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Helpdesk FYI

By Jonathan "Mac" Edwards, Assistant Manager of the CITC Helpdesk

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.

 

 


Originally published, May 2008 -- Please note that information published in Benchmarks Online is likely to degrade over time, especially links to various Websites. To make sure you have the most current information on a specific topic, it may be best to search the UNT Website - http://www.unt.edu . You can also search Benchmarks Online - http://www.unt.edu/benchmarks/archives/back.htm as well as consult the UNT Helpdesk - http://www.unt.edu/helpdesk/ Questions and comments should be directed to
benchmarks@unt.edu

 

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