IT Service Ticket
IT Support System
External link to IT support system for technical issues and requests
Technical support
Ticket tracking
Knowledge base
External link to IT support system for technical issues and requests.
IT Support Features
- Links to external IT support system - Direct access to support portal
- For technical issues and requests - Hardware and software problems
- Ticket tracking - Follow up on submitted issues
- Knowledge base - Self-service resources and solutions
Common IT Requests
Hardware Issues
Computer and equipment problems
- • Computer problems
- • Printer issues
- • Network connectivity
- • Equipment repairs
Software Problems
Application errors and issues
- • Application crashes
- • Software installation
- • License issues
- • Update problems
Access Requests
System access needs
- • New system access
- • Permission changes
- • VPN setup
- • Remote access
Account Issues
Login and account problems
- • Password resets
- • Account lockouts
- • Email problems
- • Profile issues
How to Submit a Ticket
Ticket Submission Process
- 1. Access Support Portal - Click the IT Service Ticket link
- 2. Create New Ticket - Select "New Ticket" or "Submit Request"
- 3. Describe Issue - Provide detailed description of the problem
- 4. Set Priority - Choose appropriate priority level
- 5. Submit Ticket - Submit your request for processing
- 6. Track Progress - Monitor ticket status and responses
Self-Service Resources
Before submitting a ticket, check these self-service options:
- Knowledge Base - Common solutions and troubleshooting guides
- FAQ Section - Frequently asked questions and answers
- How-To Guides - Step-by-step instructions for common tasks
- Video Tutorials - Visual guides for software and hardware
- System Status - Current system status and known issues
Ticket Priorities
Critical
System down, cannot work
- • Complete system outage
- • Security breaches
- • Data loss
- • Critical business functions down
High
Significant impact on work
- • Major functionality issues
- • Performance problems
- • Hardware failures
- • Multiple users affected
Medium
Some impact, workaround available
- • Minor functionality issues
- • Software glitches
- • Slow performance
- • Single user affected
Low
Minor issues, enhancement requests
- • Cosmetic issues
- • Feature requests
- • Documentation updates
- • Training requests
IT Support Best Practices
- Be Specific - Provide detailed descriptions of issues
- Include Screenshots - Visual aids help diagnose problems
- Try Basic Troubleshooting - Restart computer, check connections
- Set Realistic Expectations - Choose appropriate priority levels
- Follow Up - Respond to IT team questions promptly