What to Do With New Tickets

Overview

As a student worker, one of your responsibilities will be sorting new tickets as they arrive in our queue. This helps speed up resolution times as you will be able to assign the tickets to the appropriate departments, and potentially even be able to immediately resolve them. This article will serve as a guide for what to do when a new ticket comes in. 

  1. Finish Filling Out Ticket.
  2. Assign to appropriate group.
  3. Request more information if needed.
  4. Change status from New to Open (or appropriate status).
  5. Resolve ticket, if able. 

The most important thing to remember is that the more you do this, the better you will get. Don't just change/assign things inside of a ticket if you are not 100% sure. Do not be afraid to ask Full Time Service Desk employees if there are questions.

 

Finish Filling out Ticket

First thing you will need to do is finish filling out a ticket. Every ticket will be nearly complete once it comes in. You will be responsible for adjusting the impact/urgency, assigning it to the responsible group, and updating the status. Filling out the ticket also includes ensuring the ticket type and service match the request that is being made (example, if the ticket is asking for assistance with email, ensure it is not using the Network Drive service). 

When a new ticket comes in, open it then select Edit. You will see all the fields available to be filled. Scroll through them and make sure things look correct and nothing looks off. Next, adjust the impact and urgency accordingly. Based on the impact and urgency that are selected, TDX will automatically assign a priority.

Impact: How many people does this affect? 

  • User: Affects 1 or maybe 2 people.
  • Group: Affects 3-10 people.
  • Department: Affects an entire department (registrar, security, students, etc.)
  • Organization: Affects entire university.

Urgency: How quickly must this ticket be resolved?

  • Low: Minor inconveniences, loans, non-essential requests.
  • Medium: Essential request that are not preventing work from being completed.
  • High: Time sensitive requests, user cannot work until ticket is resolved.

You will also want to look for the Source field. This is how the ticket was reported to IT. Be sure to select the appropriate option. (BBH stands for BlackBelt Help, this no longer exists. Hopefully the rest is self explanatory, but don't be afraid to ask if you are not sure).

Once these are completed, you will then determine which group to assign the ticket to.

Assign to Appropriate Group

To assign a ticket to an appropriate group/person, you will fill in the Responsible field. This will notify the selected people that a ticket is now their responsibility. Below is a breakdown of the groups and what requests they generally take care of. Later on in this article, each service and ticket will be broken down in full detail regarding what type of requests these are and who generally takes care of them. 

  • IT Account Management
    • New Employee Requests are automatically assigned to this group. Unless otherwise specified, you won't be assigning things to this group.
  • IT Admin Group.
    • TDX Admins. Used under special circumstances. Do not assign things to this group.
  • IT Client Services Admin
    • Client Services/Service Desk Manager. Assign Sensitive/Angry requests here. 
  • IT Colleague Group
    • ​​​​​​​Bora/Andrew. All colleague, informer, and Touchnet requests get assigned here.
  • IT Cybersecurity Group Group
    • ​​​​​​​Compromised accounts or suspicious email requests get assigned here.
  • IT Group All FT
    • ​​​​​​​​​​​​​​Every FT employee is here. Generally unused, unless otherwise directed.
  • IT Hardware Software Support
    • ​​​​​​​Physical parts broken on a computer or software needing to be installed. Also if a software is not working, but there is no specific service for it.
  • IT Infrastructure Group
    • ​​​​​​​​​​​​​​Network and servers groups. Wifi incidents unable to be solved by Service Desk, Phone/Printer requests, or security camera outages can be assigned here.
  • IT Purchase Approvers Group
    • ​​​​​​​​​​​​​​Quotes, budget numbers, etc. group. Do not use unless directed.
  • IT Service Desk All Group
    • ​​​​​​​​​​​​​​Every Service Desk member, including student workers. Requests that can be completed by anyone in service desk get assigned here.
  • IT Service Desk FT Group
    • ​​​​​​​Only Client Services Specialist and Client Services Coordinator. 
  • IT Student Workers Group
    • ​​​​​​​All Student Workers. Password reset requests, device registration, office installation/requests and other requests FT believe you can take care of.

Request More Information

Often times, people will submit tickets with not enough information. It is imperative that we have the entire story and information before we are able to properly solve tickets. Here are some basic information that we should have, no matter what type of ticket is being submitted:

  • Name of requestor
  • Callback number
  • Email
  • Issue they are experiencing
  • Troubleshooting steps already tried
  • What application, system, device they are working with
  • Any error message, notification or popup they receive.
  • If applicable, screenshot of what they see.

Other things that can come up are Mac address of device, location of folder they are attempting to access, URL of web page they are attempting to login to. Things like that. If you are still confused by their issue, odds are the person who will attempt to solve it will also be confused. Ask questions until you get a general understanding and are able to replicate the issue.

Change Status from New to Open (or appropriate status)

When we receive a ticket, generally it comes in as the New status. We have a time limit to acknlowedge new tickets that come in, which is 24 hours, or it gets flagged. This can be done by changing the status to Open. This means that we have received the ticket and acknowledged it. If you are requesting information, or currently working on the ticket, then you can change it to the appropriate status. View this article for a full list of statuses.

Resolve ticket, if able.

If you are able to solve the ticket, then go for it! Give the person a call, email, or visit their office. Solve the issue. Be rewarded with acclomplishment. Feel great and watch that ticket number reduce by 1.

 

List of Every Service and What They are Used For

Employee Account Setup Request

  • Do not use. This is for Supervisors to fill out when new employees are being hired.

Employee Separation

  • Do not use. This is for Supervisors to fill out when employees are leaving the university

LastPass

  • ​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​If someone needs access to Last Pass or it is not working for them.

Service Accounts

  • ​​​​​​​

Single Sign-On (SSO) and Directory Services

  • ​​​​​​​

Account/Email Request for Student Workers

  • ​​​​​​​If a Student Worker already has a staff account, but does not have an email. 

NCU Accounts

  • ​​​​​​​If someone is having issue with their account, including being unable to login or needs a password reset.

Informer

  • ​​​​​​​If someone requests Bora to create an account with them. Assign to Bora

Moodle (Courses) - Learning Management System

  • ​​​​​​​If they are not a faculty and having issues with Moodle. If they are a faculty, direct them to https://id.northcentral.edu

Raiser's Edge List Request

  • ​​​​​​​If someone needs a list built in Raiser's Edge. Assign to Bora. 

Starfish

  • ​​​​​​​If someone is having issues with the Starfish system.

TeamDynamix (IT Service Site)

  • ​​​​​​​Generic TDX requests. Probably will never use.

TouchNet​​​​​​​

  • ​​​​​​​​​​​​​​If a department is having issues processing payments, or needs a card reader set up. 

Colleague

  • ​​​​​​​If someone is experiencing issues accessing Colleague

Change An Employee's Colleague Permissions or Request Access

  • ​​​​​​​If someone needs permissions updated on colleague. 

Unlock Colleague Record

  • ​​​​​​​​​​​​​​If a colleague system is locked.

Classrooms and Labs

 

  • If there is an issue with Classroom technology or lab technology

Conference Rooms

 

  • If there is an issue with a conference room's technology

Event Technology Assistance or Consult

 

  • If someone needs technology reserved for an event.

Room Reservations

 

  • If someone needs a room reserved. Probably all handled by gather.northcentral.edu now.

Space & Technology Orientation

 

  • If someone needs technology moved around within a space.

Compromised Accounts Support

 

  • If someone's account is compromised or hacked. 

Technology Recycling and Media Destruction

 

  • If technology needs to be destroyed or recycled. 

Email and Calendaring Assistance

  • If someone is having issues with Outlook emails or calendar events.

File Restoration

  • ​​​If someone accidentally deleted a file and needs it restored. 

G Suite (Google Gmail)

  • ​​​​​​​If a student is having issues with their email.: Not for staff

Microsoft Office 365 E-mail & Calendar

 

  • If someone is having technical difficulties with Office 365 verify this service.

Network Drives

  • If someone needs permissions to Network Drives or is having issues accessing them.

Shared Mailbox/Calendar and Distribution Groups

 

  • If someone needs a new mailbox created or needs permissions to one.

Spam Identification and Filtering

 

  • If someone gets a spam email.

Computer and Device Hardware Troubleshooting

  • If a computer is having issues with its physical hardware, such as broken RAM, hard drive, or fans making noise.

Computer Imaging

 

  • If a computer needs to be re-imaged.

Relocate or Pick up Technology

 

  • If someone is moving offices and needs technology moved, or picked up.

Request Technology for New Hires

  • ​​​​​​​If there is a new hire an they need a computer or monitor.

Server Hosting and Management

 

  •  

Technology/Accessory Purchase Request

  • If someone needs to purchase technology for their department.

Technology Loans for University Employees

  • If a staff member needs a loaner laptop, monitor, etc.

Technology Loans for University Events

  • If technology is needed for an event.

Copying, Printing, and Scanning at North Central

  • If a copier or printer is having issues. 

MobilePrint​​​​​​​

  • If the mobile print function (email to print) is not working.

Change Request

  • Do not use. Internal form for updates needing to be made 

Scheduled Ticket Service

  • ​​​

Test Service

 

  • Testing purposes.

Internal IT Purchasing

 

  • IT needs to purchase something.

IT Test Service Main - DO NO USE

  • Just don't use it.

Workflow notification Test Service

 

  •  

Domain Name Services (DNS)

 

  • If a new website needs to be created.

Firewall and Routing Services

 

  • If a site is blocked by firewall.

GlobalProtect Virtual Private Network (VPN)

 

  • If someone is having issues with GlobalProtect or VPN.

Network Device Registration

  • ​​​​​​​If a student is having issues with their gaming consoles or smart tvs.

University Networks

 

  •  

Phone Service

  • If someone is having issues with their phone.

Voicemail

  • If someone needs a voicemail pin reset.

Voicemail-to-Email

 

  • If someone is not receiving their voicemails in their email.

IT Service Desk

  • ​​​​​​​Internal projects

iAttended / uAttended

  • ​​​​​​​If someone is having issues with the iAttended app.

JAMF Pro Self Service

 

  • If someone needs a new policy created in JAMF or software deployed on a Mac. Assign to Aaron.

Office 365

 

  • If someone is experiencing issues with Word, Excel, OneNote, or other Office Apps

Operating System or Software Support

 

  • If someone is having issues with Windows or a Software not listed in another service.

RamBot (Ivy)

  • Chat logs will come in with this.

Software Center

  • If someone is having issues downloading something on Windows via Software Center.

Software Installation & Packaging

  • If someone needs new software installed.

Software Purchasing and Licensing

  • If someone needs to purchase software.

Visio 2016

  • If someone is having issues with Visio

Zoom

  • If someone is having issues with Zoom

Panopto

  • If someone is having issues with Panopto and uploading videos.
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