What is the ICS Helpdesk?The Helpdesk is a service of the ICS Computing Support Group.
The purpose of the Helpdesk is to provide a single point and record of contact for the technical support requests of the faculty, staff, students of ICS.
Why a Helpdesk?
- To improve the communications between the people that need service and the people who provide service.
- To organize service requests to ensure prompt and complete service.
- To simplify service request history through the database underneath RT.
- To increase services by allowing other groups within the School to use RT.
How does one get service?
by e-mail: firstname.lastname@example.org by telephone:
Monday-Friday: 8AM-11:30AM and 1:00PM-5PM
Closed University holidays; messages left activate page notification
by walking into CS 346
Monday- Friday 8AM-11:30AM and 12:30PM-5PM
Closed University holidays
How does the ICS Helpdesk work?The ICS Helpdesk uses a program called Request Tracker (RT). RT assigns a unique number to each ticket, which helps . Critical to the success of the Helpdesk, every request must be input to RT to be assigned a ticket number, whether the request originates as an e-mail message, phone message, or walk-in. A general outline of the process follows.
- E-MAIL MESSAGE
- E-mail sent to email@example.com is automatically input to RT and assigned a ticket number (#3 for purposes of this explanation).
- The Helpdesk analyst on duty will triage the ticket and assign it to the appropriate technician.
- Once the ticket is assigned to a technician, the sender of the original request will be notified of the ticket number by e-mail.
- Adding new information to the ticket is as simple as sending another e-mail to firstname.lastname@example.org with this contained in the subject line of the message:
Please include the square brackets [ ].
- If the technician cannot resolve the request within one working day, the requestor will be notified of the estimated time of completion and an brief explanation of the delay.
- Once the request is resolved, the ticket will be closed and the requestor will be notified by e-mail.
- If the ticket is not resolved to the requestor's satisfaction, the ticket can re-opened by responding to the closed ticket message and the ticket, with its original number, will be re-entered into RTs 'open' queue.
- TELEPHONE AND WALK IN
- Helpdesk analysts will be responsible for creating a ticket within RT for all telephoned and walk-in requests.
- Once the ticket is created by the Helpdesk analyst, the process follows the same path as outlined above.
What about e-mail to email@example.com?Messages sent to firstname.lastname@example.org are still monitored. If appropriate, messages to 'support' will be forwarded to the Helpdesk and assigned a ticket number.
RT sounds great, can I use it?Contact helpdesk for details.