Help and Support - HelpDesk Online
What is the Help Desk Online?
Help Desk Online is the ticketing system used by Clarkson University's Office of Information Technology (OIT) staff to monitor progress on customer cases. With this system, it is possible for multiple staff members to work on one case at different times, and keep each other updated.
Each ticket gets a case number. This is an 8-digit number, and can be used to search for any cases on the Help Desk Online ticketing system. If a customer has an issue, and has a ticket set up, they will then receive an e-mail with the case number, and case information. The customer will also receive an e-mail every time the case gets updated, and finally, an e-mail when the case is closed.
Explanation of the fields in the e-mail:
Case History, Case Summary, and Case Resolution - These are fields used by the technicians working on the certain case to communicate information about the case. These fields are also used for documenting purposes.
Category Code, Problem Code, and Application - These fields are used to simply describe the type of problem. These fields include problems ranging from network issues to anti-virus issues.
Type - The "type" of a case can either be an incident or a project. An incident is when the customer experiences a problem with an existing system or application. A project is when a customer would like to have something changed, added or deleted from their existing system.
Assigned Group and Assigned Staff member - The tickets are assigned to certain individuals and groups dependent on the nature of the problem.
Status - The status of a case simply indicates whether it is open, is being worked on, or closed.
Priority - Here are the priority levels we use at OIT:Urgent - Problem or issue impacting a significant group of customers or any mission critical IT issue affecting customers.(ie: T-3 down, Mailserver, Peoplesoft server, Web server down; Classroom PC's or AV down, significant group experiencing telephone outage)
High - Non-critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported IT services; however, the services are still operational. Support issues that could escalate to urgent if not addresses quickly. (ie: unusually slow system- e-mail, Peoplesoft, Network; PC crashed, Classroom license expired, malfunction of bluelight phones)
Medium - Routine support requests that impact a single user or non-critical software or hardware error. (ie: printer issues, broken software, antivirus issues, office or individual phone outage)
Low - A single user issue or general inquiry. (ie: upgrade software, installation questions, cellular phone issues)
Projects - Long Term issues - 40+ hours.
Help Desk Online is the ticketing system used by Clarkson University's Office of Information Technology (OIT) staff to monitor progress on customer cases. With this system, it is possible for multiple staff members to work on one case at different times, and keep each other updated.
Each ticket gets a case number. This is an 8-digit number, and can be used to search for any cases on the Help Desk Online ticketing system. If a customer has an issue, and has a ticket set up, they will then receive an e-mail with the case number, and case information. The customer will also receive an e-mail every time the case gets updated, and finally, an e-mail when the case is closed.
Explanation of the fields in the e-mail:
Case History, Case Summary, and Case Resolution - These are fields used by the technicians working on the certain case to communicate information about the case. These fields are also used for documenting purposes.
Category Code, Problem Code, and Application - These fields are used to simply describe the type of problem. These fields include problems ranging from network issues to anti-virus issues.
Type - The "type" of a case can either be an incident or a project. An incident is when the customer experiences a problem with an existing system or application. A project is when a customer would like to have something changed, added or deleted from their existing system.
Assigned Group and Assigned Staff member - The tickets are assigned to certain individuals and groups dependent on the nature of the problem.
Status - The status of a case simply indicates whether it is open, is being worked on, or closed.
Priority - Here are the priority levels we use at OIT: