Submitting a Trouble Ticket
Creating a Trouble Ticket
A Trouble Ticket is used when you have something that is broken and needs to be fixed. Example:
- Your computer/monitor won’t boot
- A software won’t function
- Can’t print
To create a Trouble Ticket, click on the Create a Trouble Ticket
A trouble ticket form will appear, your name will be automatically filled in.
In the Subject line enter what you have an issue with. You will notice along the right side you will see a list of help articles that match your issue. If one of these helps you, click on it to resolve your issue. If these do not resolve your problem, finish filling out the form.
The Priority field tells the helpdesk what severity your issue is. Below are the Response/Resolve time based on Priority.
- Low = Issue is not severe but needs resolved. Response time: 24 hrs/Resolve time: 36 hrs
- Medium = You can function and work around the issue. Response time: 4 hrs/Resolve time: 16 hrs
- High = Single user is down and can’t work. Response time: 1 hr/Resolve time: 8 hrs
- Urgent = All users/systems affected. Response time: 30 mins/Resolve time/2 hrs*
*Subject to system vendor access
Enter your location:
In the My Issue is With field choose the category your issue relates to, depending on the choice other subcategories will be available to drill down your issue.
In the description box enter details of your issue. The more details created the better. You can also add a picture, screenshot, or attachment
Once all fields are filled out, click Submit
