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Helpdesk - Presentation

4 September, 2007 - 09:42 — Pierre-yves Vasener
In order to serve the AUP community better, all requests to ITS for help need to be entered into our helpdesk. This will enable ITS to ensure that all requests are handled efficiently. If you have a NetID, please use the AUP helpdesk website at http://helpdesk.aup.edu to enter your request for help online. You can also send your request by email at helpdesk@aup.edu


If you do not yet have a NetID, you may call the helpdesk support desk directly at extension 696 (+33.1.40.62.0696). The helpdesk support desk is staffed from 9am to 6pm Monday through Friday.

Opening a new ticket

The process of requesting help from helpdesk consists of filling out a brief online form to let helpdesk personnel know the nature of the problem and how to contact you. Once you have completed the form, all the information will be stored in the helpdesk database, and you will be assigned a helpdesk “ticket” so that you can easily monitor the status of your helpdesk request.
You will also receive an email from helpdesk giving you your “ticket” number and showing the information that was entered into the helpdesk database.
ITS will assign your help request ("ticket") a priority and assign a staff member the responsibility of responding to the request for help.

To open a new helpdesk ticket, click on the Open a new ticket link on the helpdesk frontpage.

Tracking your tickets

Once you have submitted a ticket, you can track the ticket status by clicking on the My ticket history link of the helpdesk frontpage. A list of your current active tickets will be then presented to you. You can click on any of them to add a new comment, attach a additional file (screenshot for example) or even close it if you assume that the problem is solved. You can also consult the list of your closed ticket by clicking on the View closed tickets link. This may be useful for example if the helpdesk team has closed a ticket but you still consider that the problem is not solved.